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Earlier this year I promoted Damien Howley to Vice President of a new department we named Customer Success. It is the responsibility of this department to support customers, train customers and to make sure that customer feedback is internalized at MindTouch. Last week I shared an update about new features in our latest semi-monthly product release. I’m proud to report that many of those were derived directly from customer feedback. Moreover, based on your customer feedback from interviews conducted and feedback provided via email surveys we’ve made some sweeping improvements to the MindTouch Customer Support infrastructure.

Overview

We’ve launched some enhancements to our ticketing, chat, documentation and support plans. These improvements will make it easier for you to get the answers you need.

  1. To start, we’ve moved to a new ticket management system which uses both email and the MindTouch Ticket Creation Workflow to provide a quicker and easier ticket creation experience.
  2. Next, we’ve improved the documentation.
  3. Lastly, we’ve launched new Support Plans to complement our Standard, Premium and Enterprise licenses.

How do these improvements affect you?

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Well, your support and product help experience should be significantly more seamless.  Specifically, we are improving our toolset and you’ll still have access to the same support channels.

Documentation (NEW)

Still available at http://help.mindtouch.us. Now includes top issues, instructional guides, create ticket workflow and support plans.

Submit a Ticket:  

Available at http://help.mindtouch.us or by emailing support@mindtouch.com.

Phone:  

Still available at 619-795-8459 at the Enterprise Support plan level.

Thanks for being a loyal customer and please feel free to let us know what you think of the changes.

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This week’s product release included a raft of bug fixes and several great new features. The most exciting, in my opinion, is a new control for page level file attachment management.

New File Attachments Management

We have completely redesigned the file attachments control to be more intuitive and to add some great new features.

  • Descriptions to your files can be added and this is indexed by the MindTouch search engine. This helps provide context about your file attachment without requiring your end users to open it.
  • There is a new search control that allows users to search the page attachments. This will filter attachments bases on search queries against the filename and the file description. This does not search the contents of the file, but of course the site wide search still does offer file content searches.
  • Sort files by Filename, Modified date, Size of file, and the Added
  • The file attachment controls like “Move”, “Upload New”, “Delete” and “View all Versions” were redesigned to be more intuitive.
  • Rather than paginated files the experience is an infinite scroll.

attachment manager

Aaron Mars and Theresa Manzo deserve credit for the design and implementation and Corey Ganser for the write up.

Conditional Content Blocks

One of the many highly valued features by content creators using MindTouch is the ability to easily permission content blocks based on a User or Group enlistment. Why is this valuable? While it’s not immediately obvious, this use case is very common. Let’s use a customer example. Blackboard.com, a MindTouch customer, has user personas that are student, teacher, (school) administrator, (system) administrator or Blackboard support agent. Using conditional content, a single MindTouch article can serve different content to each of these viewers to personalize their experience. In the past, accessing this feature in MindTouch was a bit clunky. Now we’ve added the capability to the Format drop-down in the MindTouch Editor.

MindTouch administrators can still set custom conditional blocks for specific user groups in the control panel. These custom blocks will also show up in the Format drop-down. If you are interested in more  information on conditional content, you should read the help article.

For more information on this week’s product release, such as bugs squashed or other new features, you can read the full post at the engineering release blog.

MindTouch sticker

With the exception of existing customers, MindTouch will no longer support or maintain Core or Platform. If you are an existing customer of MindTouch Platform, this year—2013—will be your last opportunity to renew Platform, MindTouch will support and maintain your deployment for the full annual term and all future purchases of licenses will have to be of our current product. While those existing customer of Platform can renew this year, or buy a perpetual license, I encourage you to upgrade to our latest version, which is cloud only, literally two orders of magnitude more performant, more secure and just generally a much better product.

MindTouch Core, the free and open source version, was originally released in July, 2006. That early release was a prototype of what was to come. A year later Core was ranked one of the most popular open source projects in the world by Sourceforge.net.

In 2008, MindTouch introduced a commercial version we named Platform. Core and Platform have been used by many millions of people all over the world and these will undoubtedly continue to be used for years to come. Core has been forked and there are more hosting providers than I could count that provide packages and hosting. All of us at MindTouch are very proud of these two products. They’ve served more people than I ever expected at our humble beginnings in the basement of my condo in Maplewood, MN and Steve’s apartment in Redmond, WA.

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Core/Platform has been used to build a variety collaborative applications; these have ranged from Amazon’s social network for book enthusiasts Shelfari.com to social Intranet infrastructures at the largest telcos and even in the Pentagon. When properly installed and configured the product is damn near bullet-proof. Over the years we’ve received awards for the engineering quality and I’ve had the privilege of hearing remarkable stories from all over the world that attest to the durability of our work.

In late 2009, we set a course for MindTouch that would ensure the end of Core/Platform. We were determined to move away from packaging and shipping on-premise software. It just doesn’t make sense to ship software. The effort required to package and test for several flavors of Windows,  various Linux distros and virtualization environments was effort that can be invested in making the product better for customers. It was clear that a cloud delivered product meant we could innovate faster and provide a vastly superior product to our customers.

The End by Peter Zoon via Flickr

In 2010, MindTouch launched our first enterprise grade cloud delivered product. We moved from a 4-6 month release cycle to a weekly release cycle and we haven’t looked back since. By the end of 2010 we began the process of upgrading our Platform customer base and informing Platform customers that this on-premise product would be sunsetting over the next two years. Well, it’s been more than two years now. We’ve managed to produce a major version release since then and put out more than the promised two maintenance releases a year for Core/Platform (average was four per year).

Today 90% of our business is on our cloud product. The difference between our cloud offering and the old Core/Platform builds is sufficiently profound as to render the two entirely unrecognizable. These are two completely different products. If you’re a Core/Platform user I encourage you to request a trial of MindTouch cloud. We stopped selling new Platform licenses in late 2011 and today we have a small base of customers that should upgrade because the cloud product is just so much better. If you wish to maintain a MindTouch deployment, but you can not use cloud—presumably because corporate security constraints are more stringent than the Central Intelligence Agency—you can purchase a perpetual Platform license.

What does this mean if you’ve already purchased a renewal this year? Nothing changes for you other than you will not be able to purchase a new Platform license next year. You will still receive the same level of support through the term of your license. If you have an annual license this will expire next year. If you have a perpetual license you can, of course, continue to use this license in perpetuity, but after the term of your support plan purchased this year you will not be able to purchase support again.

What if I have a perpetual Platform license or I am interested in purchasing a perpetual Platform license? Great. Business as usual. However, I strongly encourage you to consider the cloud product for the aforementioned reasons.

Will MindTouch continue to maintain the MindTouch Core code base? No. Today the MindTouch Cloud codebase is already 4 years forked from MindTouch Core.

Will MindTouch continue to maintain SGMLReader, MindTouch DReAM  and continue to contribute to other open source projects you have in the past ?  Yes.

Images by Peter Zoon and Andrew Feinberg.

MindTouch engineering and Devops run their own product blog at http://blog.mindtouch.us where they provide weekly updated on new features, performance enhancements and bug fixes. Yesterday, we released new features for all MindTouch Cloud customers and a few weeks ago we announced performance improvements that were pretty outstanding.  

Based on customer feedback, MindTouch has made sweeping changes to user and group management that makes the experience easier and faster.  

Managing Users 

Administrators now have the ability to filter users live by the following attributes:

  • Status (Active/Inactive)
  • User Type
  • User Role
  • Group Membership

User Management

In addition, options for editing users such as adding to a group or deactivating a user will show up when a user is selected.

Available Options

For more information read the administrator guide. Reading about support for Active Directory/LDAP and single-sign-on might also be of interest to you.

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Hello World! MindTouch had a great 2012.

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It’s been a while since I’ve blogged at MindTouch.com. As I start to write this I find myself a bit giddy. Sure, in part because of what I’m about to share, but primarily because I really miss writing for the MindTouch community. I’m scheduling some time every week to get a post out right now…

…Ok done.

Now about 2012, we crushed it. Here’s how:

  • we more than doubled our customers on MindTouch Cloud and
  • we increased sales by 450%.

For calendar Q1, 2013 MindTouch has grown by ~30% putting us on track for ~300% growth in 2013. Q1 is typically our slowest quarter though #justSaying.

Some of the new big names we added as customers in 2012 (off the top of my head) included: Blackboard.com, SuccessFactors, HTC (announcment with all the exciting details due out  in April), Wind River, Citrix, XRS Corp, Gensler, RSA, Paypal Germany, Wolters-Kluer, Rogers Communication and Hewlet-Packard. I’ll throw in Zuora as a bonus too because I love those guys.

What do I attribute our growth to? Well, I’m glad you asked. We’re solving a hard problem for our customers and MindTouch does this in a very differentiated way. We’re helping our customers deliver an awesome Product Experience by helping their users receive proactive support across all customer channels. Here’s a nice overview that will help you understand this with more detail: http://mndt.ch/2brief.

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Aaron FulkersonThe famous geekapalooza conference “AUSTIN” Interactive is on the horizon and I have an extra ticket I want to give away. Additionally, I have $50 Amazon Gift Cards and boxes full of MindTouch tshirts I’d like to dole out as well. For the lucky winner of the “AUSTIN” Interactive Conference pass, priced at about $1,000, I’ll even up the ante by buying you a beverage of your choosing in Austin as I’ll be in attendance with some other MindTouchers.

You’re probably asking yourself right now: how do I win? It’s easy and I don’t want it to take more than 5-10 minuntes. Just follow these three easy steps:
Read more…

I’m excited to announce that MindTouch is being honored with a regular guest blog series here at the MindTouch blog titled “Let’s Talk Tech Comm.” Amanda Cross, the Documentation Manager at ExactTarget, will be writing a regular column bringing to us her wealth of experience and an admirable depth of knowledge in the space. She has twelve years of experience in technical communications, holds a BA in Technical Communications from Purdue University and an MBA from the Kelley School at Indiana University.

I met Amanda last year and she is my kind of person, which is to say that she is intensely passionate about her field and the end user. Also, I’ve been amazed by how bleeding edge her team is at ExactTarget in delivering automation and social interactions across their product documentation.

Read more…

Ashby Fulkerson running at Balboa ParkSales and marketing should create value in and of itself for the person being sold. I grew up a salesman and a product guy. I love creating and building products. I launched my first product when I was nine years old and the first thing I learned was that it didn’t really matter how good your product is–you still have to “sell” if you want people to use what you created. Even at  nine years old I saw no point in a product that no one used. However, being as fervently anti-establishment as I was growing up (and through my twenties), I could not be that wanker sales guy. This notion has stayed with me and I’ve always believed that the right way to market and sell is not by manipulations, but rather by caring enough to understand your buyer and giving something of value at every exchange.
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Throughout 2011 I had the privilege of working with Scott Abel off and on. We spoke at some of the same conferences. I helped him get access to some of our amazing customers for use in articles he’s written that are redefining the field and strategic importance of techcomm. Also, his regular webinar series is superlative. His writing is regularly featured as cover stories in online and print journals in and outside the field of Technical Communications. He has done a monumental amount of work to advance the field of Technical Communications and helped in defining the field of Content Strategy. Moreover, he’s been busying unifying the fields of Customer Support / Success and Technical Communications. Also, he’s been busy helping to create a new future for the eBook.

Scott Abel

Scott is an energetic innovator and promoter of the techcomm space and he has benefited everyone in the field. Thanks Scott. Your contributions are so profound I felt it’s appropriate to highlight you separately from the 400 Most Influential List.

Here is your badge Scott:

By the way, you actually ranked in the top 5. I’m sure the 400th most influential thanks you for being honored separately. :-)

Twitter discussion about #techcomm

The MindTouch Leaders of #techcomm and #contentStrategy list is live! You can learn more about:

Now, you can view the entire list of the top 400 leaders. This list is also available in a single Twitter list here: twitter.com/MindTouch/techcomm-2011-influencers. Now, onto the leaders…
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