Replay of “What’s Next? Socially-Enabled User Assistance, Interactive Documentation, and Location-Aware Help” with Scott Abel

July 28th, 2011 | | Webinar

Our latest webinar, “What’s Next? Socially-Enabled User Assistance, Interactive Documentation, and Location-Aware Help” was a discussion by Scott Abel, the Content Wrangler, about how businesses big and small are leveraging the power of the crowd to create exceptional socially-enabled customer assistance experiences, engaging interactive/enhanced digital content, useful mobile device apps, and powerful location-aware help.

The webinar was an action-packed 60 minutes and the recording is available below. In addition to the recording, there were a handful of questions asked by the live audience during the webinar. I enlisted Scott to help answer them. You can find them below. Thank you again to Scott for an insightful webinar.
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Hey Tech Comms, the Future Called…it’s Time to Get Social.

May 4th, 2011 | | Uncategorized

The future is social. That’s what Scott Abel, The Content Wrangler, wrote about in a recent article for the STC titled “The Future of Technical Communication Is Socially Enabled: Understanding the Help 2.0 Revolution”. It addresses how social is revolutionizing and ever-changing the help space, what the future of the tech comm role looks like and how tech writers can embrace and shepherd the Help 2.0 revolution. Are you ready?

“The Future of Technical Communication Is Socially Enabled: Understanding the Help 2.0 Revolution” by Scott Abel, is a must read for technical writers, customer support agents, even community managers! You can read the full article on STC.org.

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Building Exceptional Product Help Communities

March 21st, 2011 | | Conferences

At the WorldWare conference last week I presented “Building Exceptional Product Help Communities”. The emphasis of the conference is on internationalization.  My presentation was more about product help, but I touch on translation and localization a little. I covered the following topics:

  • The impact of “social” on product help
  • Social Customer Relationship Management (SCRM) and how product help can provide a valuable foundation for SCRM
  • Help, Marketing, and Sales personalization
  • Socializing translation and localization
  • Effective information architecture for product help communities
  • 3 Guiding Principles of effective (social) product help
  • 5 Community Rules of Engagement
  • The future of product help

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I Stole This Presentation, Now You Don’t Have To

March 10th, 2011 | | content strategy

Last night, MindTouch was invited to speak at the San Diego chapter of the Society for Technical Communication. Luckily, I out-maneuvered Mark Fidelman for the speaking slot (hint: in rock-paper-scissors – Mark always goes scissors). To add insult to injury, I also stole a presentation that Mark had done to share with the group. I am just the worst kind of person.

The topic for the night? How social knowledge bases are helping content strategists and customer support reps become the next corporate rock stars – a subject that MindTouch is extremely passionate about. Dinner for 28 was followed by my (Mark’s) presentation and a very lively discussion about how MindTouch is creating exceptional product help experiences for companies like Autodesk, Intuit, RightScale and ExactTarget.

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3ones Uses MindTouch TCS to Challenge Traditional Publishing Model

February 16th, 2011 | | Customer

3ones

3ones is a product development company for hire. They develop products for communities, consumers, and corporations. Their products appear on Web sites, social networks, desktops, and mobile devices. They created CompleteGuides.net – a destination for technical books.

“Developing on a MindTouch-powered publishing platform has enabled us to not only reduce production time by 350%, but to create a social experience. Volunteers have helped us make better books by proofing, recommending content, and sharing the site with their social networks.”

Patricia Forest, Co-Founder, 3ones

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