Feature Change for All Site Visitors

  • As part of our search engine optimization, comments will no longer show up in search results, enhancing the search and also the user experience. You can read more about the search engine enhancement on the MindTouch Blog.

New Feature for Site Visitors: Russian User Interface Localization

Bug Fix for All Users

  • When filtering search results while on a results page that’s deeper than the amount of pages for the filtered search, no results would show.

Bug Fixes for Authors

  • Users didn’t receive a prompt before saving a page that has been edited by another author while they were editing.
  • The home icon was missing from the Copy and Move Dialog’s navigation tool.
  • When changing the image properties custom image size it would not scale.
purple

MindTouch is a seriously powerful tool. Out of the box, it has all kinds of features and functionality, which enable your organization to jump straight in and start supporting clients with your content. But how about the look and feel? What if you want your customers’ MindTouch experience to be based on your brand, your philosophy, and your ideals? That’s where purpleplanet can help.
 
purpleplanet takes a “vanilla” MindTouch installation and carefully moulds and shapes it to your specific requirements. The most important aspect of our work is that we try to use just CSS to achieve the required results, so all MindTouch updates will be applied correctly and your site remains fool-proof.
 
Don’t like the sidebar? We can hide that on all pages or just certain page types.
 
Need more room? We can make the main area wider and give your content space to breath.
 
Full-screen background? Of course!
 
Homepage slideshow? No problem…
 
Your own corporate icons, colors, fonts, logo? Why are you even asking?!
 
Basically, almost anything is possible and, if it’s not, we’ll do our best to give you a great alternative. We’re web professionals, so we don’t just design and build – we understand what we’re designing and building.
 
Take a look at some of these examples of how purpleplanet has helped MindTouch customers achieve fantastic branding results.

gensler  teradata aria compass-learning mt-avalara matrix42 membersuite  racelogicmt-juniper

shutterstock_47330260

Loyalty isn’t something that you, as a business owner, deserve from your customers but it is something you can earn. The minute you start expecting loyalty is right when you’ll lose your biggest supporters. The good news is that there’s been a revival of supporting Main Street, so if you have a local presence (perhaps a brick and mortar one) and you’re in the right city, you might have an edge. The bad news is that in the digital era, encouraging customer loyalty can be tougher than ever because of that anonymity that a screen provides.

However, this doesn’t mean pursuing loyal customers is a lost cause—far from it. It just means you need to tweak your approaches to suit the digital era and give customers what they want. Happy customers are return customers, and eventually habits become second nature. If you want to create conversions for years, not just a one-off sale, here are a few ways to go about it.

1. Dish out shareable content

It’s not enough to have a thriving social media presence where you engage with your customers. You also need to provide shareable content, preferably of a viral nature. If customers find your content good enough to share, whether on your blog, YouTube or Facebook, they’ve just joined your free marketing team. It also makes them personally invested in your company because they feel a kinship.

2. Consistent quality service

This one seems obvious, right—but then why do so many businesses fail here? Your number one priority at all times should be on a positive customer experience with zero room for slipups. It doesn’t matter if you have a physical shop in town or only converse with your customers on email. You can achieve this by hiring smart and providing ongoing Customer Success training for all employees who interact with customers.

3. Appreciate them

It sometimes takes more than top of the line customer service to really win someone over for life. If you appreciate your customers, then they’re more likely to respond. This might be with a customer appreciation day, a handwritten card for their birthday, or simply knowing them by name and what their usual order is. Personal touches can go a long way.

4. Outshine the competition

It’s an art to do better than the competition without showing off or looking competitive. You might not be able to compete with price (especially if you’re a small business up against a corporation), but you can compete with options for customer service, hours you’re open, delivery methods or a host of other ways. Get creative and offer something nobody else in your industry or region does.

5. Put a face to your business

It’s easy for a customer to say no or ignore a business that seems like an entity, but it’s a lot tougher to cut ties with a person. Your business, regardless of size, should be perceived as warm and inviting. Put a face to your business via your online presence. Let your customers get to know you.

Some of the biggest mistakes that kill customer loyalty include poor service, making mistakes and not fessing up and addressing them, or simply acting like each individual customer isn’t special. They are. Every customer is a piece of your bread and butter.


—–

Author Bio: Larry Alton is an independent business consultant specializing in social media trends, business, and entrepreneurship. Follow him on Twitter and LinkedIn.

Bug Fixed for All Site Visitors

  • Issues with Safari Private Browsing such as GeniusSearch not working, guide placement being off, and classifications not being selectable have been resolved.

Bug Fixes for Authors

  • The Content Reuse button will be enabled by default, making it easy to reuse content from other local pages on your site.  This dialog will be replacing the Extensions Dialog.  You can learn more about the Content Reuse Dialog at MindTouch Success.
  • The red line space insert tool would disable after clicking outside of the editor when using Internet Explorer.  You can set up configuration and learn more about this tool at MindTouch Success.
  • The nocache paramater would appear in the url after every page edit.  If a page was saved and the url was shared or bookmarked it would disable anonymous caching for that session.
  • Indentation was not preserved in formatting blocks after moving to the next line.  Now the cursor will keep the correct indentation making it easier to write code.

Change to Existing Features

  • Date and define tags that are created using our free tag interface will now show the “Date:” or “Define:” text.  This is namely a change that will only affect long standing MindTouch customers.

Known Issue

  • When creating a page Spell Check will not underline misspelled words.  It will activate when editing existing pages.

Recently Updated MindTouch Documentation

MindTouch has been working hard to revamp our search engine capabilities by identifying areas of our software that could benefit from improvements in both performance and user experience. With this review we’ve identified an area of our search indexing behavior that provides a confusing experience for anonymous and community members that we are going to change with the first update to our search engine.geniussearch_image

Currently, feedback is left in the form of comments at the bottom of an article. This feature is frequently leveraged by authors to provide feedback (in the form of comments) for other authors. The challenge that we’re facing is that these comments are indexed by our search engine and tend to surface alongside search results for documentation.

This can create a confusing experience for end users who are attempting to search for an answer. Instead of always landing on the correct documentation page, your end users may find themselves being sent to a page with comments containing feedback related to the search query. This problem is further exacerbated when the comment section is visually hidden through CSS which gives the user the illusion that they were lead to a page with no comment reference at all.

Due to this, MindTouch will stop indexing comments as of September 11, 2014. Comments will still be visible at the bottom of an article (provided that you aren’t hiding them with CSS). In addition to this enhancement, our team will be amping up the performance of our search capabilities, creating additional groundwork to improve scalability, and introducing better stemming of non-English languages. Though there’s a lot of work ahead of us, we’re committed to continue rolling out further improvements to our search capabilities to help you and your business deliver more value.

If you have any questions or concerns, please feel free to email [email protected] To learn more about the rollout of our new robust feedback feature, please check out our feedback best practices blog post.

 

lavacon_portland_2014_200x200

With the 2014 LavaCon Content Strategy and User Experience Conference right around the corner, MindTouch has reached out to Jack Molisani, Executive Director of LavaCon, to get the inside scoop on why #LavaCon will be the must-go-to conference of the year! As long-time participants, we’re honored to have an opportunity to sponsor such an amazing event!

MindTouch: What is LavaCon?
Jack Molisani: LavaCon is a gathering place for content strategists, user experience designers, documentation managers, and other content professionals. It’s a conference taught by industry experts for industry experts.

MindTouch: When/where is the conference?  How long has it been around?

Jack Molisani: This is our 12th annual conference. This year’s event is October 12–15, in Portland, Oregon.

hilton21-300x192MindTouch: Do you have an interesting story behind the founding of LavaCon?
Jack Molisani:
In 1998, at the Society for Technical Communication (STC) annual leadership day, someone said, “It’s a shame that people in the Pacific Rim chapters rarely go to their own regional conferences because they’re always held on the mainland.” Someone suggested we have a combined regional 7/8 conference and hold it smack-dab in the middle, in Hawaii. I raised my hand and said, “I’ll run that one!” 


Our break-even point was 140 people; 560 showed up. It was an incredible success. Everyone kept saying, “I can’t wait until next year!” But…there was no “next year.” It was a one-time event. I didn’t want to throw away two years of hard earned planning experience, and since I’d observed that there were never enough sessions at the STC conference for senior managers and strategists, I decided to start LavaCon in Hawaii (hence the name LavaCon). 


When the economy got rough in 2008, it was hard for people to get approval to go to Hawaii, so I started holding the conference on the mainland (we’re in Portland this year).  But I still hold events in Hawaii periodically.

MindTouch: What is content strategy and how does it tie into user experience?
Jack Molisani: I’d like to start with an example. Take a company like Herbalife that has 150 products, each of which need an ingredient list, a sales brochure, a promotional video, and more. Multiply that by the 91 countries where they sell their products (with localized content). It would be absolutely impossible manage all that content in individual files. Someone has to figure out how to take all that content, put it in a database, and publish it when they want it, where they want it, and in the language and format that they want it. The person who does that is a content strategist.

How does content strategy relate to user experience? We’ve finally realized we can’t have the marketing people saying one thing, sales people saying another, technical writers something else, and who knows what the support people are saying as none of these silos are (have been) coordinating and reusing content. We need to have consistent user experience across sales, marketing, purchasing, users, and support. You need a good content strategy to achieve that.

MindTouch: Will Customer Success be covered at LavaCon?
Jack Molisani: Yes. We don’t have a specific track called “customer success,” but Aaron Fulkerson, from MindTouch, is presenting Customer Success: Focusing on Customer Needs Not Topics. All of the case studies in the program highlight how companies took a content challenge and turned it into customer success.

image003MindTouch: What’s the benefit of going to LavaCon?  
Jack Molisani: Our focus this year is on reducing cost and generating revenue through better content strategy. Look at it this way: you will learn so many ways to add to your organization’s bottom line that they will lose money by not sending you!

That said, LavaCon is a gathering place for industry experts.  It’s one thing for a consultant to say “you should do this.” It’s quite another to talk with your peers who are actually doing it. LavaCon speakers are active professionals in their fields – industry experts who are willing to share best practices and lessons learned (both what worked, and what didn’t). Since you are networking with people who are currently implementing successful content strategies, you can ask them specific questions. What about this? Have you run into this problem? It’s almost like crowdsourcing your own particular consulting experience by asking speakers and attendees. This is what we’re running into, have you run into this, and how did you handle it? That’s better than just listening to a podcast, for sure!

MindTouch: Tell us about the food. I heard LavaCon is known for it.

Jack Molisani: One of the things that I’ve discovered as an attendee at a conference is that a little attention to detail goes a long way. Because Portland is such an organic / foodie / farm-to-table town, I sat down with the hotel Chef and came up with an amazing menu. Another thing we did that we’re going to do again this year is a “living salad bar” at lunch where the chefs have trays and trays of living organic lettuces. You point to the ones you want and they take shears, cut the lettuces, and hand you your salad. It doesn’t get any more alive and fresh than that!

MindTouch: How are registrations going?
Jack Molisani: Really well! We did highest ever last year and I just ran a report showing registrations are up 80% over where they were this time last year. We may come close to doubling in size this year.

MindTouch: At LavaCon are there any special events that people should look out for?
Jack Molisani: We always start the conference with an optional culinary food tour. WebWorks traditionally sponsors a karaoke night, and we always do a pub crawl TweetUp. You will certainly have plenty of opportunities to network, so don’t forget your business cards!

Registration Information:
Early registration for LavaCon ends Sept 12th. Use referral code MINDTOUCH to get a $100 discount off your conference tuition.

See you in Portland! 

New Feature for All Site Visitors: Consistent User Experience Across Popup Dialogs

  • Many years ago, MindTouch used the YAHOO User Interface (YUI) JavaScript and CSS library to create popup dialogs for actions such as moving a page or file, copying a page, editing a link, and embedding an image in a page.
  • In 2012, MindTouch began to develop popup dialogs with the jQuery UI library, with the intent of also replacing the YUI developed popup dialogs in the future. jQuery UI is a better maintained, more powerful framework, with a great developer community. The transition is finally complete, and all YUI developed popup dialogs have been replaced with jQuery UI developed ones, creating a consistent user experience across MindTouch sites.

​​Deprecation of the Extensions Dialog.

​​New Feature for All Site Visitors:  User Interface Localization for Danish and Traditional Chinese (Taiwan)

Changes to Existing Features

  • In preparation for some upcoming improvements to our search infrastructure, we are removing page comments from Search and GeniusSearch results.

Bug Fixes for Site Administrators

  • Anonymous users, via the user management control panel, could be added to security groups. The ability to add an anonymous user to a group has been removed.

Bug Fixes for Authors and Content Managers

  • When pasting multiple table cells from one page table to another, if the destination table requires new columns or rows to be created, the content from the cells would not paste.
  • When entering content into a format definition list (bullet lists, numerical lists), clicking enter twice did not exit the cursor out of the format definition list.
  • Searching for a non-existing user in the User Contributions view would prevent subsequent searches from being performed.
  • Uploading file types that are not allowed (such as HTML) would not display a message explaining why the upload was rejected.

​​Known Issues

  • PrintBook will sporadically duplicate pages in the page tree.
  • A DekiScript error will occur in the Site Activity Report when the site’s localization is set to Japanese.

New MindTouch Documentation

5.15.13-300-resize-380x300

No matter what industry you’re in, speed matters. Businesses are highly invested in helping their internal teams and their external content contributors deliver value to customers instantly.

This is why the MindTouch Page Classification Manager is a game-changer. To consistently improve upon and create quality, up-to-date content, you and your business need to be able to quickly search, organize, and manage all the content (and real-time contributions) in your organization. By being able to quickly visualize and understand your current content strategy, you will be able to take a more actionable approach to customer success.

What is the Page Classification Manager?

The Page Classification Manager is an out-of-the-box, centralized interface for content managers. It lets you instantly organize, filter, and surface content (by Article Types, Stages, and Custom Classifications) in real-time throughout your entire site. This allow you to:

  • Identify holes in your documentation
  • Batch update articles
  • Monitor content creation and process
  • Determine product to documentation process

Page_Classification_filteringWhat Can the Page Classification Manager Do For Me? 

When you deal with users, there’s always a highly variable range of expertise. Businesses often struggle to create content that will cater to and allow all of their users to successfully self-serve. MindTouch solves this with the page classification manager.

By using Custom Classifications, you and your business can identify, filter, and surface all your content by its intended, targeted use case.

How Your Page Classification Manager Contributes to Your Customers’ Success 

It is no longer enough to simply provide a simple break-fix answer. When a user digs in and starts gaining expertise with your product, they will inevitably run into questions that they’d like to self-serve and find solutions to. Though an article may exist with a relevant solution, it may not provide enough depth to help a user of that particular level of expertise (or use case). It is, therefore, important for all those who touch the article – be they content creators, content managers, or even users – to understand the intended target audience for the article. This will improve search, usability, and reduce effort – all essential to helping your customers succeed.

Bottom Line:

The Page Classification Manager helps you visualize your content strategy, understand who your content targets, and learn how to become better at customer success.

This summer, MindTouch expanded its internship program and brought in 7 college students from a number of top tier universities including: UCSD, SDSU, UCSC and CareersPitzer. MindTouch participated in UCSD’s Academic Internship Program (AIP) which allows juniors & seniors to receive college credit while getting real-life experience. We received two great interns from this program – Paradee Sangkhapet and Zhaoyang Zeng. They joined the Engineering department as Quality Assurance testers along with Chantal Estevez (Pitzer), Ahjay Sidhu (SDSU) and Sahil Sangani (UCSC). They had an extremely productive summer where they:

  1. Ran, updated, and created software regression tests.
  2. Worked on test plans for new features.
  3. Created, ran, and updated our new Selenium driven test automation suite.  Helping us develop best practices for a new feature used by our QA Team.

Miller Saltzman joined the Customer Success team for his second summer at MindTouch.  He aided with developing a new documentation process, reviewing and editing new and updated help docs on our Customer Success site. All of which helped him hone his communication skills, creativity, and problem solving skills. Miller also spearheaded the MindTouch Garden project!

Interns

 

From left to right:  Miller Saltzman, Zhaoyang Zeng, Ahjay Sidhu, Chantal Estevez, Paradee Sangkhape, Sahil Sangani, and Thomas Friedrich

Thomas Friedrich

I have been working at MindTouch for just over 3 years now and I couldn’t imagine going anywhere else. After just the first week of working here, everybody knew me by name and welcomed me with opened arms. I honestly believe that these people are now my second family. They shape my life and I am sure I have shaped theirs in some small way. I have improved my abilities to work in teams, meet deadlines, not be afraid to ask for help or clarification, and so so much more. However, with this family, just as if it was off a television show, we are all unique characters here. The life everybody brings to it and the small and tight-knit group we have makes “work” a very fun place, which not everybody can say.   I am proud to call MindTouch my home.

Ahjay Sidhu

I have just started working at MindTouch this summer and it has been a great experience to be a part of. The environment created at MindTouch is great and a place where if you have any question, inquiry, or ideas people are open to listen and respond. I work for the QA Department here at MindTouch, but throughout my time here I have had the opportunity to learn about the Engineering team, Sales, and Support who all work together to keep this company moving forward. It’s great seeing pieces of the site grow from week to week with new innovations that add real quality.

Sahil Sangani

Having just finished my freshman year at UCSC, I could not have asked for a better place to be this summer.  Working on the QA team is a great experience because both the work that is done and the people I do it with.  I am currently studying computer science and because of that people ask me all the time what I’m planning on pursuing as a career.  Usually my answer revolves around something to do with programming and business or the classic “I don’t know yet”.  However, here at MindTouch, I have been exposed to many different fields which helps guide me toward what I like and don’t like.  It is a fun work environment and I’m stoked I have this opportunity.

Paradee Sangkhapet

This summer has been a wonderful and incredible experience! As a student of Electrical Engineering, I always want to apply the skills I learn in class to the real world. Whether to invent new products, to help consumers with technical difficulties, or to make life-relevant brands through social networking, I would like to use my skills to solve complex problems that would make a difference in people’s lives. MindTouch has definitely helped me in developing these crucial skills. The experience here has taught me skills about courage, hard work, discipline, and organization. Furthermore, every opportunity here has benefit me in developing my sense of professionalism, accountability, leadership, adaptability, and other essential sensibilities that serves as important foundations to success. Interning here has also helped me in answering questions I had for myself. As a college student who will be graduating in 2 years, the varying degrees of challenges I had overcame here were eye-opening experiences that help to shape me as the person I am becoming. I could not thank you enough for giving me such amazing opportunities to taste a bite of the real business world. Despite the short amount of time, it was truly a meaningful and valuable experience I could ever ask for. Thank you for having me here at MindTouch – summer 2014 :)

Chantal Estevez

This summer has been filled with learning experiences both on the academic and career level, as well as moments of self growth and skill development that I will apply to the rest of my professional life. This is my first summer working for MindTouch and everyday I feel fortunate to be a part of a group of friendly, intelligent, and hardworking individuals that come together to make not only a comfortable work environment, but also a family. This summer I came from my home in Boston, Massachusetts to work for the Quality Assurance and Engineering team at MindTouch where I  run manual and automated tests on the product. I am a rising sophomore at Pitzer college in Claremont, California and I am seeking to acquire bachelor degrees in computer science and French. This is my first time visiting San Diego and I now consider it to be a second home. The fact that MindTouch is conveniently located in downtown San Diego makes my summer internship experience even more enjoyable, as we have the perfect view of the coast right outside the office. One of my favorite things about MindTouch is that it cares about its employees. Not only are there three arcade machines for the employees’ enjoyment, but lunch is also catered three times a week and there are always a variety of snacks available for everyone. MindTouch is a cool company to work for because it’s young environment contributes a fresh and innovative feel to the software development industry and I am grateful to have my first summer internship in this wonderful place.

Zhaoyang Zeng

I just started my internship in MindTouch this summer and fell in love with this place after the first day. People are really nice here and they like to chat and to listen. The work environment here is just fantastic. Not much pressure but I’m still kept busy. I feel I learn new things everyday.  MindTouch doesn’t only let me work but they also train me and want me to benefit from my experience here. I am appreciate that they bring me to their engineering meetings and some presentations to let me see how their meetings work. They keep me challenging myself by assigning difficult jobs after I finish my regular work.  Anytime I find some cool features in MindTouch product, I can always chat with the creator! As a computer science student in UCSD, I find out this experience is unique and it teaches me lots of things that I can never touch in regular school work. Talking with experts here really guide me how I should progress my school work next. I am glad to be here this summer and want to stay here forever!

Miller Saltzman

This is my second summer at MindTouch, and I love it! Everyone genuinely cares about you. This has created somewhat of a family atmosphere. I work in the Customer Success department and have been editing and creating MindTouch documentation on success.mindtouch.com. I’m passionate about changing the world, creative thinking, photography, hanging with friends, surfing, and going to the dog beach with Tux, my Border Collie. I’m a rising Sophomore at Pitzer College studying Political Science. I want to be the first Jewish president, and am trying to figure out what I want to do before that. MindTouch is a great place to help me learn what I’m good at. I’m encouraged to think outside of the box and come up with awesome projects that I’m passionate about: a MindTouch vegetable garden, a photoshoot of the office and downtown San Diego, and planning events. MindTouch being my first office job, I’ve learned a lot about how a company works and how to implement changes to make it better. There are no bad ideas, and everyone is encouraged to participate in making the company more successful and a better place to work at.

New Feature: OpenSearch Favicon

  • MindTouch’s OpenSearch API now includes a reference to your MindTouch site’s favicon (the web browser bookmark icon). Web browsers that leverage OpenSearch to allow custom search input boxes (such as Mozilla Firefox) will show the site favicon next to the search input box.

New Feature for Site Visitors: Dutch, Swedish, and Finnish User Interface Localization

Changes to Existing Features

  • In preparation for some upcoming improvements to our search infrastructure, we are removing page comments from Search and GeniusSearch results starting September 4th, 2014.

Bug Fixes for Authors and Content Managers

  • When editing a page section, clicking the edit icon for a different section will refresh the page and leave page edit mode.
  • Creating a category within a category caused the new sub-category to be created at the root level of the page hierarchy (under the homepage).
  • The file attachment table headers were not aligned with their table columns.

Bug Fixes for Site Administrators

  • The editor layout preview in the site control panel was only partially localized, if the site language was set to a language other than English.

Bug Fixes for All Users

  • At first login, users are presented with a page that explains how to modify user preferences, contribute knowledge, and other information. The page now includes a link to reset a password, as users are sometimes initialized by site administrators with a randomly generated password.
  • If the result of a GeniusSearch query matched a category name, the category image would be visible in the list of sub-categories. Clicking the image would result in a message that there are no available search results, leading to a confusing user experience.

New MindTouch Documentation