Resource Center

Product Documentation

White Papers and Articles

• Social Product Help Is An Effective Marketing Channel In an Era of Social Commerce: Static methods of delivering online help documentation fail to meet expectations & demands of users in the era od social commerce. Research shows users would rather help themselves than contact support. MindTouch delivers powerful value and key benefits by transforming your product help into a customer success engine.

• Traditional Tech Comm and CMS Buyers are Adding MindTouch to Defend Revenues and Create Opportunities: Companies with Tech Comm and CMS investments are adding MindTouch as a socially enabled product help publishing end point to defend against support failure losses, gain insight into user product fulfillment, decrease churn and increase product/brand loyalty.

• The Future of Technical Communication Is Socially Enabled: Understanding the Help 2.0 Revolution: Scott Abel writes about the features, benefits, and characteristics of help 2.0 in The STC Intercom, the #1 magazine for technical communicators worldwide.

• Autodesk WikiHelp: A New, Socially Enabled Support Community: Interview between Scott Abel and Victor Solano, Senior Manager for Learning Experience and Frameworks at Autodesk. They discuss WikiHelp, Autodesk’s MindTouch Powered Solution for a “new, socially enabled support community.”

Tool Kits

• Socializing Content Management- CCMS Toolkit: This kit combines relevant white papers, case studies and articles regarding adding MindTouch to your CCMS investment to create a socially enabled publishing end point for your product and knowledge-base documentation.

Case Studies

• Gilbane Group: Managing Content for Continuous Learning at Autodesk: When DITA Flows into a Social Web Platform- Autodesk is a design software and services company which continues to exploit state-of-the-art computing systems and technologies. With their MindTouch solution, Autodesk sought to promote customer loyalty through a continuous learning environment. After fully implementing their MindTouch solution, Autodesk was able to capture suggestions and sharing expertise among peers by providing a virtual venue where end users could learn how to apply design and modeling tools to a wide variety of specialized situations. The company was able to enhance the customer experience and integrate with existing tools that when combined with MindTouch created and even more expansive, unified help system.

• Case Study: RightScale Cloud Computing Platform- RightScale has been a pioneer and leader in cloud computing management since 2006. Read why they turned to MindTouch to provide an effective communication and learning environment that develops users into product experts, provide an agile documentation platform that works the way modern product teams execute, and convert product documentation into a two-way communication and customer engagement channel that creates customer opportunities and builds the brand.

• Case Study: ExactTarget- ExactTarget is a leading global provider of on-demand email marketing and one-to-one marketing solutions. The company’s software-as-a-service (SaaS) technology provides organizations with a single platform to connect with customers via email, integrated text messaging, voice messaging, landing pages and social media. Read how MindTouch eliminated their documentation and product help challenges and increased their capacity for innovation, growth and customer engagement.

Videos and Feature Tours

• MindTouch Product Tour: watch an abbreviated guided tour of MindTouch. This demo highlights customer sites and successes as well as product capabilities.

• Autodesk Wiki-Help Tour: a two minute video produced by Autodesk that explains how tens of thousands of Autodesk customers are achieving product success and customer happiness through the social learning center that is powered by MindTouch.

Webinar Library

• Document Structuring 101: The Difference Between Unstructured andXML:  Tom Aldous from Adobe Systems on the difference between Unstructured and XML for document structuring.

• Managing Global Documentation Teams in a Connected World: discusses challenges and strategies that arise when managing documentation teams globally.

• What’s Next? Socially-Enabled UserAssistance, Interactive Documentation and Location-Aware Help: discusses socially-enabled user assistance, interactive documentation and location-aware help.

• No Black Magic Required: Optimizing Support Content: Andrew Bredenkamp, the CEO of Acrolinx talks about optimizing support content.

• Organizing Help Content-The Problem of Find-ability: Tom Johnson writer for the blog, “I’d Rather Be Writing,” looks into the problem of find-ability and how to organize help content.

• Lessons From the Masters: Trends You Need to Know for Your Next Web Support Makeover: Jeffrey Tarter from the Association of Support Professionals discusses tactics for improving your support site.

• Search Engine Optimization 101: Understanding SEO: with Jeff Carr of Earley and Associates.

• Creating Exceptional Customer Experiences Starts with Terminology Management: with Val Swisher, CEO of Content Rules Inc.

• Creating Culturally Correct Web Content For Global Audiences: Maxwell Hoffmann of Globalization Partners International talks about creating culturally correct web content for global audiences.

• Support 2.0-Leveraging the Social Web for Customer Support: Anne Gentle, author of Conversation and Community: The Social Web for Documentation, talks about leveraging the social web for customer support.

• Creating a Content Strategy for Support Centers: Ann Rockley, founder and President of The Rockley Group, talks about creating a content strategy.

• Is Search the Solution for Find-ability?: Cheryl Landes, a leading technical/marketing/tech writer, talks about search, find-ability and indexing.

• Managing Content Projects: What You Need to Know to Succeed:  Joe Gollner, a content strategist at Gnostyx research, talks about what content projects need to succeed.

• The Power of Many: The STC in the Age of Social Media: Alan Houser, VP, Society of Technical Communicators talks about social media and its effect on technical writers.

• Don’t Overlook Governance! Understanding Need For Control: with Christina Halvorson, Founder of Brain Traffic.

• How Interactive Documentation Builds Corporate Value: with Amanda Cross, Technical Documentation Manager at ExactTarget, about how ExactTarget’s MindTouch solution builds corporate value.

• Designing E-Learning: Art, Science or Witchcraft: with Phylise Banner, a Creative Instructional Strategist and Adobe Education Leader.