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.
Where the author laments recent updates to Firefox 5 and later versions…
First, let me start by saying, we love Firefox. That’s a sincere statement. We’ve championed them in the past and likely will again in the future. However – as I’m prone to tell my kids when they’re misbehaving – right now we’re disappointed. Here’s why.
Firefox 5+ all have serious regressions that, for customers of MindTouch, make us look bad. We have advanced features like drag-and-drop attachments of files and a slick WYSIWYG editor for editing content from your browser. Those features work brilliantly in Firefox 4 and in the current versions of Chrome, Safari, and Internet Explorer. Because Firefox 5, 6, 7, … are broken, we’ve seen an increase in support tickets related to capabilities that are now suddenly broken in MindTouch. That makes us look bad. As a company with a browser-based product in the cloud, that’s our lot in life. We get it. Suck it up and move on.
MindTouch Deki has been submitted into the Forrester Groundswell Awards. Soon you will be able to visit our submission at the Groundswell site and when it’s posted (we’ll announce it) please vote for MindTouch Deki! Here’s our submission:
MindTouch, recognized for the most sophisticated, popular, award-winning, enterprise-scale, open-source Wiki solution in the market today, is taking its innovation beyond open-source Wiki collaboration to delivering the next-generation social enterprise collaboration platform. MindTouch Deki enables the most comprehensive enterprise-level wiki-based collaboration through dynamic mashups from multiple enterprise applications and online Web services. Deki connects teams, enterprise systems, Web services and Web 2.0 applications both outside and behind the firewall. It solves a major pain point for businesses and organizations in that it enables them to connect, mashup and surface the growing number of application and data silos that exist across an enterprise – including legacy systems, CRM and ERP apps, databases, and Web 2.0 apps.
MindTouch Deki’s Wiki-style collaboration allows people to connect with each other through Wiki pages that can be created, edited, and processed by the entire team in a variety of ways. Each page offers an intuitive and familiar user interface to many powerful features such as text editing, multi-media content management and file attachments, sub-page linking and organization, versioning and permissions. Thus, business colleagues can collaborate 24/7 via the Internet or within their internal network.
How does this entry accomplish business or non-profit goals?
MindTouch Deki empowers people, teams and departments to create, organize, and share knowledge and communicate instantly and broadly through collaborative Wikis.
MindTouch Deki’s customers use Deki in a variety of ways:
- Knowledge base – Burnham developed a 700,000-page wiki on protein structures, drawing information from multiple databases and content repositories. The goal is to let researchers from all over the world easily collaborate at www.topsan.org.
- Enterprise Collaboration – Red Mountain Retail Group, is effectively utilizing automatic report creation, dashboards and mashups to save 25% of their expenditure on labor that was being consumed by manual report creation.
- Developer Communities – Mozilla now has a vibrant developer community at http://developer.mozilla.org, which has more than 1 million daily page views and approximately 87,000 registered developers.
- Enhanced Collaboration – To add greater collaboration capabilities, Shelfari embedded the MindTouch Deki Web-services layer and DREAM orchestration engine into its product. Today, all reader collaboration and interactions about books and authors are powered by MindTouch Deki.
MindTouch Deki can also be used to extend and improve existing enterprise solutions through augmented intelligence and smarter collaboration.For example, Deki for CRM extends Salesforce and SugarCRM applications by adding deeper customer insight and collaboration capabilities.
Mozilla launched a new Developer Community powered by MindTouch Deki. In an article on Dr. Dobbs about why Mozilla chose MindTouch Deki, Mike Shaver, Mozilla Chief Evangelist, stated that:
Mozilla has a large volume of developer-relevant information, ranging from traditional documentation and sample code to test suites and bug tracking data, as well as a number of active discussion forums and RSS streams. We were looking for a system that would give us the tools to combine and “remix” those data sources creatively, and Deki Wiki is designed with exactly that goal in mind.
Also cited was the ability to significantly extend the platform while still remaining on a stable upgrade path. A benefit of the innovative WOA MindTouch Deki adheres to.
Mozilla Developer Community includes localization in 15 languages (including English), all running on one MindTouch Deki deployment. For more information about the multi-lingual polyglot functionality a demo video is available.
If you are interested in migrating your MediaWiki Community to MindTouch Deki, send an email to questions [at] mindtouch.com and we’re happy to help you upgrade your old MediaWiki site.