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Customer retention and loyalty is heavily dependent upon a businesses’ ability empower their customers. Products are becoming more complex with each release cycle and, even with strong usability designs, customers require more information to become experts. The challenge for businesses is figuring out how to capitalize on this need, lower the barriers to entry, and provide quality support services so that their customers can educate themselves in the shortest amount of time possible. Companies that focus on customer success enjoy a high ROI for a simple reason: your product is only as good as your customers’ ability to use it.

In the following video MindTouch CEO Aaron Fulkerson and Forrester Research Principal Analyst Kate Leggett will offer strategies, statistics, and data on trends in the customer success space. MindTouch, a SaaS organization, has top-tier clients such MakerBot, Intuit, and Paypal and knows how B2B and B2C businesses should engage their customers. Get the MindTouch & Forrester Research Webinar HERE. If you want to stay one step ahead of the competition and incentivize your customers to learn, you need to watch this video.

Why not just send my customer to a customer support agent?

Customers have high expectations and want easy access to information. By forcing your customer to engage with a support agent as the only means to obtain knowledge, you are increasing the probability that the customer may have a poor interaction with your agent. Traditionally, customers run into the following problems:

  • Broken Cross-Channel Communications – Customers cannot start an interaction on one channel (such as chat, SMS, or email) and continue to another channel (such as phone or voice) without having to repeat themselves and start the conversation again.
  • Lack of Knowledge Expertise by Agents – Many businesses are cyclic and bring on temp. workers for customer support. Due to the unintegrated, complex web of unintegrated technologies, agents (especially those who are temps.) have a hard time finding the information they need to answer a customer’s questions which may result in delays, poor answer quality, and ultimately unsatisfied customers.

Most importantly, customer support agents are expensive. Depending upon the volume of support tickets, businesses can easily spend millions just to support a faulty, broken infrastructure. This is why industry leaders such as Accenture, Paypal, MakerBot, Intuit, and many others, are adopting MindTouch customer success tactics to cut costs and better engage their customer base, support their customer service agents, and deflect tickets.

So, how should I engage and educate my customer?

Customers are using search engines such as Google, Yahoo, and Bing, to find answers to their questions. This is why it is important for businesses to deliver knowledge in a web-native, SEO-friendly format instead of bulky, traditional PDF files. By giving customers this option of self-service and prompting discovery, businesses incentivize customers to become experts, lessen customer dependence upon traditional, fractured communication channels, and lessen the business costs associated with maintaining a customer support infrastructure.

About: MindTouch has helped thousands of businesses improve their customer success metrics by utilizing machine learning algorithms to guide product and customer subject experts (both internal and external to an organization) so that they can capture & reuse quality content, and collaborate with one another so that they can author, edit, and request documentation in real time; all of which is aimed towards helping businesses invest in customer success, create a self-improving knowledge center, and identify up-sell opportunities. MindTouch clients can also seamlessly utilize MindTouch to intuitively cluster content knowledge, surface articles in real time (such as while a customer types a support ticket or search query), and auto-recommend engaging, pertinent content to users so that they will be prompted to explore, discover, and learn.

If you to save money, keep your customers happy, and stay one step of your competitors, you should watch the MindTouch & Forrester Research Webinar, Making Leaders Successful Every Day: Customer Support Practices For Creating A Profit Center  to understand what the best techniques are for promoting customer success.

In a compelling new eBook, Open Minded CEOs: A collection of essays and interviews from opensource.com, we learn that working the open source way isn’t always easy and the reward of fanning idea sparks into successful product bonfires takes more than effort, it takes passion and determination. CEOs that make every effort daily to implement open source philosophies in their companies face some central and challenging questions: How can we bring people together to do great things? What motivates them? How can we coordinate them when they unite? How does working the open source way allow us to anticipate the future and adapt to thrive in it? And what counts as success?

This eBook features CEOs from some of today’s most fascinating companies, including our own Aaron Fulkerson who …”has emerged as a true open source leader. Aside from being a much sought-after public speaker and prolific blogger, he has grown and managed MindTouch to a company of more than 50 that was voted one of the best places to work in San Diego, CA .”

Aaron is featured in a section titled MindTouch CEO on open standards, culture, and working at Microsoft, originally published in May 2010. Since then MindTouch has grown into a global company with hundreds of employees serving thousands of companies large and small alike around the world. From its open source beginnings MindTouch has evolved stridently from an enterprise collaboration leader to a company that is reinventing and reinvigorating product help with web, social and mobile innovations that dramatically improves the customer experience and provides business with fresh key benefits and ROI from their product help and documentation investment.

Click here to receive a free copy of Open Minded CEOs: A collection of essays and interviews from opensource.com

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SAN DIEGO, CA. October 1, 2012— MindTouch, the company that is reinventing product help with web, social and mobile innovations, today announces a partnership with Salesforce and the AppExchange certification of a new MindTouch CRM Connector for Salesforce Knowledge that makes available, for the first time, enterprise grade knowledge for Salesforce CRM and Salesforce Service Cloud. Users will dramatically improve the speed and effectiveness of their customer support teams.

MindTouch, a cloud delivered customer success software platform that drives user adoption and is used by millions to deliver exceptional product help experiences. The MindTouch CRM Connector automatically scans the Salesforce support case and in real-time recommends to support agents the best help and product content. Support agents can select or drag-and-drop and then send without ever leaving the Salesforce case window. Furthermore, MindTouch embeds robust search functionality within the Salesforce case window so that support agents can define their own search queries into the help center, knowledgebase and even the contents of file attachments. Lastly—again without ever leaving the Salesforce application—agents can now post their case solutions to the MindTouch powered knowledgebase.

Scott Collison, VP of Business Development said, “I’m thrilled that MindTouch is a partner of Salesforce, and that they are on AppExchange. We think that user help and documentation is extremely important to our customers.” He added, “MindTouch is going to be a really important partner of ours in the future, by providing a documentation platform for all kinds of software companies and cloud services.”

Support agents using the MindTouch CRM Connector for Salesforce resolved support tickets, on average, 47% faster (proven in usability testing across 50 replicates). Also, the end users are taught to self-serve, which 65% prefer (2011 TNS research).

“Many of our customers have been asking us to deliver our enterprise grade knowledge to their Salesforce deployments,” said Aaron Fulkerson, founder and CEO of MindTouch. “It’s great that we’re now making it available with ease so that users can increase speed and improve their customer support experiences.”

MindTouch CRM Connector for Salesforce Knowledge Benefits:

  • Faster, more accurate support ticket resolution: Decreased resolution times lower support cost and make your users happier.
  • Better consumer product and support experiences. Customers love having the right solution delivered fast. Plus MindTouch automatically organizes the content so personalized and related content is offered to deepen user adoption and promote self-service support and brand engagement.
  • A seamless and unified help experience. MindTouch makes it easy for support, product, marketing and subject matter experts to collaboratively author knowledgebase articles, help content and how-tos. The content is automatically organized, searchable and the content organization is automatically optimized by users behaviors.
  • Actionable data and knowledge collection from your frontline support team. Integrating MindTouch with Salesforce removes critical solutions knowledge from the support silo and makes it quickly available to all the channels in your company, and your customers as well; promoting innovation, growth and better customer experiences.

Resources:

Video: Salesforce and MindTouch Announce Partnership

Video: CRM Connector for Salesforce

Video: Tour of MindTouch Integration with Salesforce

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Request a Live Demo of MindTouch Integration with Salesforce

About MindTouch

MindTouch is revolutionizing the way companies deliver help and product content by applying a decade of innovation from web and social software to make customer support faster, easier and more satisfying. With MindTouch, consumers and support agents get the right answers faster. Collaboratively author or convert existing technical, help and product content into a two way communication channel that increases self-service support, agent effectiveness and customer happiness. As a cloud delivered product, MindTouch can be deployed in a day and begin delivering value that same week. Millions use MindTouch every day.

Great companies like SuccessFactors, Intuit, Paypal, Autodesk, Hewlett-Packard, Palm, HTC, RSA, SAP and EMC rely on MindTouch. Read more at www.MindTouch.com.

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Every once in a while, I sit back, push away from my desk and look around at all the amazing things that are happening at MindTouch, and how much we’ve grown over the past few years. It’s true, we have a really great product…but there’s more to it than that, and I thought I’d share what we’ve learned as we’ve grown from a small open-source start-up to a company trusted by thousands of other companies, large and small, around the world:

1) Understand why your buyers or users love working with you

At MindTouch we use our very own customer experience features to gather customer feedback at the conclusion of each and every customer project as well as at key milestones in all parts of an on-going relationship.

Last week our CEO, Aaron Fulkerson sat down with the information from our own feedback system from over the last year or so, to evaluate the remarks pertaining to precisely what customers really love about working with MindTouch. He rather quickly uncovered two things that clients simply love about us – we are always actively thinking about them (we have knowledge of their enterprise, are subject matter experts, supply actionable insights, as well as anticipate likely problem areas) and furthermore we really care (we are exceptionally quick to respond, very flexible and easy to work with, go the extra mile, and place a lot of emphasis on superior quality).

If you happen to be gathering feedback data from your customers, you should carry out the same exercise to expose the fundamentals of what makes you exceptional to the customers who always keep coming back.

2) Recognize who your very best customers are

When businesses begin accumulating user feedback data, the impulse is almost always to focus attention on fixing the negative feedback. Even though this is very important, it shouldn’t come at the expense of focusing on your very best customers. I describe these folks as our Passionate Promoters. For any company, Passionate Promoters are essential to company stability and growth. They really want to work with you, they advocate for your product to colleagues and across social networks, and they cheerfully spend their dollars with you. Always keep these people completely satisfied, and when a problem crops up, deal with it fast.

3) Know who your very best staff members are

Behind each and every loyal customer are extraordinary employees or, as I refer to them, Brand Ambassadors. Have you figured out which of all of your employees are nurturing your best clients? Furthermore, are have you been actively learning from them to help you coach and strengthen the skill-sets of your other employees?

4) Uncover what your very best customers want more of

We find among MindTouch users in every sector that fully engaged customers actually want to spend considerably more money with a business that engages with them proactively. The MindTouch TCS solution incorporates an environment for users to recommend if there is anything  more they would wish for, like a feature or improvement. Often times customers aren’t familiar with all of the products and services you sell and incorporating feedback tools will give you an opportunity for you to educate and inform your customers about your total suite of products or services as well as an environment to enable them to share with you a need you may possibly not have previously unearthed. One of our customers recently unveiled a $100,000 opportunity by simply using the customer feedback tools of their MindTouch powered product documentation.

5) Monitor the engines of your success

When evaluating customer engagement it is often possible to obsess over the “Mega Metrics” the big numbers that seem to indicate organizational success. However to do so could very well detract from being focused on the unique elements you can personally identify as present or not present in your company and that either drive engagement for your customers or otherwise kill opportunities.

Creating truly engaging customer experiences doesn’t require that your organization gets lopsided but it does require an investment in creating exceptional experiences and gaining the ability to tune into your customers’ sense of product and support fulfillment. Doing so means that you, your employees, your clients, and your prospects will know exactly what it is that makes your company great.

lavacon

This year MindTouch is proud to send it’s CEO, Aaron Fulkerson and it’s Customer Experience Manager, Corey Ganser to the 10th annual LavaCon Conference on Digital Media and Content Strategies  to be held October 7–9 in Portland, Oregon.

Aaron Fulkerson will deliver a presentation titled Tech Comm and Support that Delivers Customer Happiness: Field Tested Social Design Patterns That Work. 

” Every company wants their customers to be ecstatic with their products. The best way to achieve customer happiness is to convert users into product experts in the shortest time possible. Great documentation can help, but applying social design patterns to help and documentation has been proven successful by companies like Zappos, Intuit, Autodesk, Paypal, ExactTarget, Mozilla…. Fulkerson will call upon these companies as real world examples to demonstrate field tested social design patterns that create thrilled users experts, product advocates and successful businesses.”

Corey Ganser’s presentation is titled What Makes a Superhero? Doing What Others Can’t and/or Won’t.

“In this session, Corey Ganser from MindTouch will review how customer support departments, technical writing teams and product teams are coming together through a centralized documentation community.  During this presentation, Corey will present case studies from customers like Zuora, Plato Learning, and SuccessFactors highlighting metrics of success along with the steps they took to get there.”

If you’ll be attending LavaCon 2012 you’ll definitely want to catch these presentations.

For LavaCon tickets visit http://lavacon.org and register by September 1st  using the referral code MINDTOUCH to get $50 off your conference tuition.

Publishing workflow

In an ongoing effort to redefine customer help, MindTouch announces support for common CCMS vendors like Astoria, DocZone, SDL Trisoft, and IXIAsoft. Releases business “how-to” toolkit for socializing CMS and CCMS.

Austin, TX, November 17, 2011 — MindTouch, the provider of exceptional product help experiences, announced at Lavacon this week support for common Componentized Content Management System (CCMS) vendors such as Astoria, DocZone, SDL Trisoft and IXIAsoft.

XML and DITA based CMS’s have proven market value by decreasing the cost of authoring, maintaining and translating content. While powerful in lowering costs, CCMS platforms are publishing value laden content into obsolete pre-Web formats such as PDFs, static HTML and first generation knowledgebases.

End users’ expectations are higher than ever. Twenty year old static formats are still the primary mediums used today and these fail to meet the needs of end users. Recent studies (Greenfield Online, Datamonitor, Ovum Analysts and Genesys) estimate the failure to meet customers’ support needs is the primary cause of customer churn and this creates as much as $83 billion of annual losses caused by product abandonment.

Companies like Autodesk, Paypal, Intuit and thousands of others, have turned to MindTouch. As of this week, MindTouch now enhances CCMS investments by creating a publishing end point that offers users a social, collaborative and analytics rich environment for end users. Now, CCMS’s can create revenue and customer engagement. MindTouch offers effortless product help anywhere, anytime in the form of a social help center for customers, a social knowledgebase that integrates seamlessly with support ticketing and an in-product help system.

“MindTouch is offering a new social publishing endpoint for help and product content” said Aaron Fulkerson, CEO of MindTouch. “We are replacing static HTML and PDF as the primary help publishing medium with a social experience that taps into the dynamics of the web. We fight for the users.”

In seconds CCMS users can now publish tens of thousands of their product and knowledgebase articles into a MindTouch powered social help center. Hierarchies, cross-link references, image and page formats are maintained and/or created in real-time. Content is automatically organized by tags, metadata and hierarchy. Content is indexed by a powerful search tool. Users are accelerated to expertise with auto-related topics, tutorials, videos and content from support ticketing. A variety of feedback mechanisms encourage customer engagement. Furthermore, behavioral analytics inform content, product, sales and marketing strategy corporate wide.

Product managers value MindTouch because it enables great user experiences, improves user adoption, and allows them to better understand how users utilize products. Support teams can effectively target and address support hot spots in record time with support ticketing integration. Technical writers and content strategists know precisely where and how to improve content and love the in-product help system that allows them to fix documents in real time, run sophisticated analytics, and dynamically organize content without tedious manual work.

MindTouch collaborated with the Gilbane Group, the Society for Technical Communicators (STC), customers and several industry experts to develop a toolkit that provides a “how-to” for repurposing Componentized Content Management Systems (CCMS’s) by adding a social publishing layer. This benefits your users in profound and measurable ways. If you use a CCMS and care about your users, you will want this toolkit. Download the Socializing your CCMS toolkit.

About MindTouch

An enterprise collaboration leader since 2005, MindTouch converts users into experts with a cloud based social help center for help, technical and product content that includes a knowledgebase with support ticketing integration and a help button that can be added to any web application in minutes. Millions use MindTouch every day.
Great companies like Cisco, Intuit, Paypal, Autodesk, Hewlett-Packard, Mozilla, HTC, Viacom, Panasonic and EMC rely on MindTouch.
Learn more at http://mindtouch.com.
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“F1 for Web Applications” Puts Contextually Relevant Help Content Within Reach, Helps Users Avoid the Noise and Confusion of Forums

San Diego, CA, July 19, 2011 — MindTouch, the leader in exceptional and engaging product help experiences, today announced the availability of MindTouch Contextual Help – a new capability of MindTouch TCS that allows application vendors to instantly add a contextual help system to their Web apps. This “F1-style” addition creates a rich social help experience for end users, removes the need for expensive engineering resources in development and maintenance, and provides product managers and marketers with a wealth of data and insights about the needs and challenges of their end users and prospective buyers.

Web applications have matured and become increasingly complex, but help systems have not kept pace. Even today’s most popular Web applications like Google Apps or Salesforce.com make it difficult for users to learn because they require context switching across many help and documentation silos, or worse…the widely deployed, yet rudderless forums that masquerade as help sites for users today.

With this announcement, MindTouch is revolutionizing in-product help for the cloud-computing era. Help content doesn’t have to live in PDF’s and paper-based manuals published to the Web – MindTouch is the best way to quickly implement a proven and effective help system right within your apps. 

“It’s astounding to think that in-product help has been as neglected as it has been for the past decade,” said Aaron Fulkerson, CEO of MindTouch. “MindTouch, with our new F1 feature, gives businesses the ability to sophisticated and intelligent help systems previously only available for million dollar price tags. We’re giving our customers a way to deliver great context sensitive help as well as a means of providing marketing and product teams with insights to their customers. This is about simultaneously meeting the needs of customers while giving marketing departments, product teams and support departments new tools for mining intelligence.”

While MindTouch creates exceptional help experiences for Web app end-users, it also has several features and benefits for marketers and product managers. Product managers love MindTouch Contextual Help because it gives them critical insights into the way that customers use their product, features that cause confusion, or which new features should be a top priority. Also, engineering teams are able to utilize more resources in product development rather than the development and maintenance of help systems. Now technical writers can operate more autonomously without requiring expensive engineering resources. 

Marketers love the MindTouch Contextual Help capability because it lets them better understand the needs of their customers, and identify opportunities for cross-selling and up-selling additional products and services. The knowledge base content provides a rich source of leads and tremendous benefits to SEO, and marketers can use those robust support capabilities as a differentiator over competitors.

“SugarCRM is a mission-critical tool for our customers to grow their own businesses – and our help experience has to be exceptional to meet their needs.” said Larry Augustin, CEO of SugarCRM. “We are looking to this truly innovative solution from MindTouch to help us meet those needs.”

MindTouch Contextual Help for your Web Applications provides:

  • Out-of-the-box help system
  • Lowered dependency on engineering resources
  • Increased customer engagement
  • Single source sales and marketing automation rules
  • A way to reduce support costs by bringing your self-serve support docs straight to your users, right within your app
  • Easy setup and deployment in your apps
  • Lower support, happier customers

Pricing and Availability 

MindTouch Contextual Help is available today as part of the MindTouch TCS Social Knowledge Base, which startes at approximately $2,000. For more information please visit http://mindtouch.com/add-ons/contextual_help.

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About MindTouch

An open-source collaboration leader since 2005, MindTouch provides the world’s most respected social knowledge base, with a focus on product support, customer service, and technical documentation.

Providing scalable, agile, and extensible social software, MindTouch offers businesses a platform from which to create dynamic and fully-integrated content communities. Personalized information at the point of each customer interaction increases satisfaction and retention, and it also creates new marketing and sales opportunities, whether that’s in a site or service, over email, on a support call, or inside a forum or app.

Great companies like Novell, Autodesk, Hewlett-Packard, Mozilla, HTC, Viacom, Intuit, Microsoft, Panasonic and EMC use MindTouch for strategic social knowledge, and millions interact with the software every day.

Learn more at http://mindtouch.com.

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New Turn-key Social Intranet Replaces Disparate Online Collaboration Tools with Unified, Engaging Solution

San Diego, CA, November 5, 2010 — MindTouch, the company that transforms great work into strategic content, today announced the immediate availability of MindTouch Social Intranet with Workforce by Dachis Group. This jointly developed solution is an enterprise-ready, turn-key intranet solution that replaces online collaboration silos with a purpose-built solution that brings teams, applications and systems together to help your organizations accomplish more. 

The days of stagnant intranets, under-utilized collaboration platforms and outdated information are over. This solution allows your users to easily connect your software, systems and people to create a vibrant, real-time information fabric – an intranet your users will adopt and utilize.

“We are thrilled to begin joint delivery of the most extensible and effective social intranet on the market,” said Aaron Fulkerson, Founder and CEO of MindTouch. “True collaboration is accomplished in the context of the applications, data and people you work with – it’s an information fabric that weaves throughout your business. This solution is the first social intranet to bake that holistic and extensible approach into the product itself, and is based on a proven, real-world implementation at Dachis Group.”

The MindTouch Social Intranet with Workforce by Dachis Group was developed based on Dachis Group’s implementation of the MindTouch platform and the two firms related partnership. MindTouch and Dachis Group have since teamed up to bring this product to market and deliver a turn-key solution that has been conceived of, developed and fine-tuned in a real-world social business environment.

“We are excited to be partnering with MindTouch as they deliver this product,” said Jeff Dachis, founder and CEO of Dachis Group. “This innovative solution was influenced by our own adoption and use of the MindTouch platform and Dachis Group’s Social Business Design thinking along with the extensive workforce collaboration expertise at MindTouch to provide a turn-key solution that delivers immediate and measurable business value.”

Product Details

  • MindTouch Social Intranet
    • Collaborative Web-Based AuthoringEnable users to share ideas, updates and documents within an online authoring and editing experience, further accelerating adoption
    • Enterprise Dashboards (Business Intelligence)Enterprise dashboards (with MindTouch Charts) deliver business intelligence, previously unheard of at this price point. Combine information from disparate systems to create actionable datasets for teams that might not have always had such access to data
    • Social User ProfilesRegardless of size, an organization can now find their subject matter experts for specific projects or initiatives.
    • Pre-built Connections to LDAP/Active Directory Authentication and Policy EnginesUse your existing network directories to grant users access
    • BrandingGet your social intranet up and running with the same look and feel as your other corporate properties
  • Workforce by Dachis Group
    • Workforce ProjectsWorkforce Projects keeps projects and initiatives on-time and on-track, managing status, timelines and related documents.
    • Workforce Issue ManagementWorkforce Issue Management is a great solution for any help desk or engineering team that needs to manage open issues, such as help desk tickets, issue tracking or feature requests.
    • Workforce CommentsWorkforce Comments lets coworkers connect, regardless of their physical location. With Workforce Comments you can start a conversation, follow a particular project or issue and collaborate in real time with your team members.

MindTouch Social Intranet with Workforce by Dachis Group is available today. Visit MindTouch Social Intranet for more details.

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About Dachis Group

Dachis Group is the world’s leading Social Business consultancy.

Social Business Design is connecting with your customers + your workforce + your enterprise to create powerful business value.

Through its three main Social Business practice areas, Social Business Strategy, Social Business Engagement, and Social Business Intelligence, Dachis Group helps large organizations become more connected and engaged with their constituents. The company has developed a framework for Social Business Design by addressing organizational transformation across business systems, process, and culture.

Dachis Group serves over 15% of the Fortune 500 companies, including: American Express, AOL, AT&T, Bud Light, Calvin Klein, Chevrolet, Chrysler, Cisco, Citibank, The Coca-Cola Company, COVERGIRL, DeVry, Dodge, Doritos, Estee Lauder, HBO, HP, IBM, Intel, JetBlue, Lexus, McDonald’s, Microsoft, Motorola, Nike, Procter & Gamble, Samsung, Sprint and Yum! Brands.

Dachis Group was founded in 2008, by Jeffrey Dachis. The company offers services around the globe with offices in eight cities in five countries, employing over 120 professionals. Dachis Group is headquartered in Austin, Texas with offices in Philadelphia, Pennsylvania; Portland, Oregon; St. Louis, Missouri; London, England; Sydney, Australia; Amsterdam, Netherlands; and Madrid, Spain.

Dachis Group operates as: Dachis Group; Headshift, part of the Dachis Group; Stuzo, part of the Dachis Group; XPLANE, part of the Dachis Group and The 2.0 Adoption Council, part of the Dachis Group.

The company’s strategy is backed by a financial commitment from Austin Ventures to build and grow organically and through acquisitions.

Resources and Contact Details

Summit to Support President Obama’s Goal of Having the Best-Educated, Most Competitive Workforce in the World by 2020

Washington D.C. October 5, 2010 — MindTouch, the company that transforms great work into strategic content, announced today that its CEO, Aaron Fulkerson, will join industry and policy experts in a discussion at the White House, addressing issues and trends in higher education and its important role in building the leaders and workforce of tomorrow.

Following a keynote address by President Obama, Summit organizer Dr. Jill Biden will then speak to the administration’s upcoming announcement for a $2 billion, four-year investment in community colleges, as well as her own experiences as an educator.

Fulkerson is invited to lead a discussion with other business leaders, education experts, and state and federal policy makers on how best to achieve the President’s goal in re-establishing the United States as a world leader with the highest proportion of college graduates by 2020.

Other distinguished speakers include Secretary of Education Arne Duncan, Secretary of Labor Hilda Solis, Melinda Gates, and others. The Summit will foster discussions of workforce education levels, economic stability, and the integral role that businesses serve in supporting college programs and students as our nation moves towards a restored economy with a uniquely skilled and well-educated workforce.

President Obama will deliver the opening Keynote address at 12:15 PM EDT Tuesday, October 5, 2010. For more information, including a toolkit prepared to guide conversations and feedback following the event, visit: White House Summit on Community College

For those unable to attend, both opening and closing remarks will be live-streamed at WhiteHouse.gov/live

Contact Kevin LaHaise (Kevin at jones-dilworth dot com) to schedule a briefing with MindTouch about this announcement.

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MindTouch and ScreenSteps Deliver Simplest Way to Create Visual Documentation

LavaCon Conference San Diego, CA, October 1, 2010 — MindTouch, the company that transforms great work into strategic content, today announced ScreenSteps, a visual software documentation solution, as the first technology partner certified on MindTouch TCS and the MindTouch Social Documentation Solution (SDS). This seamless integration will provide users the ability to easily create visually rich software documentation, tutorials, and help files as well as capture images and automatically assemble them into those documents. The announcement is being made in conjunction with MindTouch’s sponsorship of the LavaCon, The Conference on Digital Media and Content Strategies.

“We are thrilled to begin joint delivery of the number-one solution for visual documentation with ScreenSteps,” said Aaron Fulkerson, Founder and CEO of MindTouch. “The fastest way to build communities around your documentation is to provide highly functional and instructional content. ScreenSteps has long been a like-minded partner that understands the value in strategic documentation and has the ability to drive significant revenue in this market.”

Integrating the functionality of ScreenSteps into MindTouch TCS and the Social Documentation Solution will help organizations deliver powerful documentation to support their community of users, drive additional sales, improve customer satisfaction, and reduce the costs associated with traditional customer support.

Specifically, the integration with ScreenSteps will enable MindTouch TCS and SDS users to:

  • Create intuitive and effective documentation
  • Capture images and automatically assemble them into documents
  • Quickly add visual cues to captured screens
  • Instantly publish their completed visual documents to their MindTouch SDS and Technical Communications sites

“We are very excited to be partnering with MindTouch,” said Greg DeVore, President and CEO of ScreenSteps. “Visual documentation is a critical component for providing thorough and effective support to your customers, and this integration will deliver the speed, simplicity and visual capabilities of ScreenSteps along with the best suite of tools on the market for authoring, publishing and managing that content.”

ScreenSteps is available today for all MindTouch TCS and Social Documentation Solution users. To get the download go to: http://mindtouch.com/downloads.

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About ScreenSteps

ScreenSteps Desktop is the fastest and simplest solution for creating, updating and publishing visual documentation. For more information, visit www.bluemangolearning.com/mindtouch.