For Savola, that ideal state of truly global technical documentation is actually reached when there is simplicity and relevance, and users can enjoy instant access to information delivered in clear language.
Signe Winther Poulsen echoed Savola’s take, emphasizing that ideally, the content is fully integrated and fit for purpose, enabled by integrations, automations, and a balance between quality/precision and speed/technology.
Both experts stressed that to get there, humans in the loop are essential. Their message was that delivering quality content is not about complete end-to-end automation, but rather using technology to enforce the necessary speed while retaining the precision and real intelligence provided by human expertise.
“We cannot leave everything to AI, of course, especially in our business… We need the human touch to make sure that the content is right.” — Pasi Savola, Manager of Documentation, Konecranes
Supporting Customer Success Through Clear, Localized Technical Documentation
Savola highlighted the complexity inherent in Konecranes’ business, which offers custom cranes. This implies that terminology and even translations must be adapted for different users. As such, dealing with a vast amount of metadata and ensuring alignment amid numerous translation memories and processes presents significant hurdles.
Winther Poulsen commented on how the high level of maturity already present in technical documentation processes counteracts the challenges: “One of the things that I really love about working with technical documentation is the fact that in a way it’s improving a little bit on a masterpiece.”
Both panelists concurred that the ultimate goal consists of supporting the customer to get the best out of the product without any obstacles regarding information, language, or terminology.
Another interesting point in the discussion was the universal appetite for faster turnaround times, with Savola positing that this drive is twofold: stemming from increasing human impatience and shorter attention spans, but also from urgent technical and business requirements.
Winther Poulsen acknowledged the demand for speed but cautioned that the task for collaborators is to ensure that, in the rush to deliver vast quantities of content, users can still access relevant information by filtering it. Balance must be maintained: “[It] is not asking a lot. Just something that’s entirely seamless, fully integrated, fit for purpose,” she added.
“One of the things that I really love about working with technical documentation is the fact that in a way it’s improving a little bit on a masterpiece.” — Signe Winther Poulsen, COO, LanguageWire
Process, Technology, and Human Expertise
Konecranes is transitioning to a new, state-of-the-art Content Management System (CMS) to enable smoother processes, explained Savola. He argued that “Technology is very important… But if the processes are somehow clumsy or not working or there’s a gap or two, then the technology might not be the big help we would want it to be.”
Winther Poulsen added that well-established, clear end-to-end processes are also fundamental, as they are precisely what enable the strategic embrace of new technology, such as AI.
Expressing her enthusiasm for the potential of AI, she described it as an opportunity to move beyond simply doing things faster to actually taking away things that need no human focus. The LanguageWire executive added that this allows translators, project managers, and content creators to concentrate on what truly adds value.
Savola, a self-described linguist and content person, admitted to sometimes reluctantly giving AI the “power” to create content and acknowledging that “[AI] can be a big help in delivering the content to users and creating draft content to help our writers get more quickly to the end of the process.”
He further clarified that AI “cannot create content on the go for a guy who’s going to service a crane” and that the clear rule at Konecranes remains that all customer-facing content is human-verified.
Winther Poulsen concluded that while AI has prompted upper management to look more closely at localization — which is a great opportunity — it also presents a challenge, as some may mistakenly assume AI has fully “fixed” all localization needs.
Savola’s closing remark served as a powerful reminder of the human element: “We cannot leave everything to AI, of course, especially in our business… We need the human touch to make sure that the content is right.”
