Cloud Apps – (MindTouch) Help Is On The Way
MindTouch (previous CloudAve coverage), who morphed from a Wiki provider to Help 2.0 solution provider, last week announced a new feature to their MindTouch TCS platform, their flagship Help 2.0 solution. Called MindTouch Contextual Help, this helps vendors add contextual help features to their web or cloud based apps. Even though I have been following [...]
MindTouch and Zendesk Partner To Take Customer Service To The Next Level
Image via Wikipedia MindTouch (previous CloudAve coverage), the provider of Help 2.0 solutions, and Zendesk (previous CloudAve coverage), SaaS helpdesk provider, joined hands together to announce a product which will bring MindTouch’s social knowledge base solution to Zendesk customers for free. This will help businesses offer an even more satisfying customer service experience for their [...]
Why BleacherReport.com is Trouncing ESPN.com by using Social Business Principles
How can a small start-up compete with a much larger sports media powerhouse? Is it the look and feel of the sites? The user experience? The quality of the articles? Not from my perspective. In fact, on the surface the sites look similar. Yet the self proclaimed open source sports network BleacherReport.com is clearly growing [...]
Game Changing Customer Support Communities (Presentation)
The following was the Presentation I gave at the Gilbane Conference in Boston Self-Service support communities are beginning to replace the help desk for internal and external customer support. In fact, these communities are simultaneously reducing costs (less support calls) and increasing revenue (SEO lead generation). Follow along as I explore the history of documentation [...]
A Special Thank You to the Following Enterprise 2.0 Evangelists for your Inspiration (infographic)
I wanted to take the time to acknowledge and recognize those in the Enterprise 2.0 space that have inspired me to be better. All of you in your own way have forced me to think differently about the next generation enterprise and its enormous potential. To those in the USA, have a Happy Thanksgiving. To [...]
Mindtouch Wants To Be The Nerve Center Enabling Social Business
Last week I attended Enterprise 2.0 conference and I saw the enthusiasm among businesses to leverage the Social Business tools to greatly increase the productivity within the organization. In my opinion, these social business tools should have the following three essential characteristics (well, there are few others but these are the ones I consider to [...]
Is MindTouch A Documentation Player Or A Collaboration Player?
MindTouch, the San Diego based enterprise software company, announced the availability of Technical Communication Suite on friday. This adds a social layer over their powerful content platform, thereby, allowing organizations to build a community around their content. This platform is very handy not only for startups and smaller companies, it is also very important for [...]
Delivering Happiness Through Social Documentation
User Manuals Are Dead So why are they still being produced? What value are they providing your customers? User manuals today are the marketing equivalent of mailing out company brochures. Utterly useless. Static HTML and PDF based user manuals aren’t much better. They haven’t evolved or kept pace with even the most rudimentary corporate websites. [...]
Booz Allen Hamilton Mk2- Enterprise 2.0 in Action
Booz Allen Hamilton is one of those organizations that pops up every time Enterprise 2.0 is mentioned. I’ve attended at least three Enterprise 2.0 events where they were highlighted. It seems they must be the only large business doing stuff in the E20 space! Anyway – BAH just flicked the switch on the next generation [...]
Enterprise 2.0 Trends: Which vendors are in the running?
While doing some Enterprise 2.0 vendor research, we discovered some interesting trends from the E2.0 space. Using Google’s Double-Click Ad Planner, we were able to establish a general picture of the companies’ overall traffic. It’s still very early in the Enterprise 2.0 race, but Yammer appears to be the best horse on a muddy track. [...]
New Whitepaper – 10 Questions You Need To Ask A Collaboration Vendor
Recently Krish and I were talking about writing a series of whitepapers as a guide for organizations looking to adopt technology – there’s many highly technical documents on offer but something worded more as a “10 easy steps” type series was what we envisaged for this particular offering. To use the term coined by another [...]
T-Shirt Friday #22 – Mindtouch #2
Everyone knows that professional conference goers like myself attend events not to listen to presentations, not to network but to collect schwag. Over the past couple of years I’ve done fairly well collecting tech t-shirts and I decided to create a weekly series critiquing tech companies t-shirt offerings in the expectation that a company with [...]
SharePoint 2010 vs. MindTouch the Battle of the Platforms
(Editor’s note: we typically ask guest bloggers to refrain from promoting their own products and services. However we feel that this is not a promotional piece but a well-written comparative review which should be valuable to our readers, but with the caveat that Mark works for MindTouch. We encourage anyone and especially Microsoft to comment [...]
Jive Software vs. MindTouch – a Guide for Decision Makers
(Editor’s note: we typically ask guest bloggers to refrain from promoting their own products and services. However we feel that this is not a promotional piece but a well-written comparative review which should be valuable to our readers, but with the caveat that Mark works for MindTouch. We encourage anyone and especially Jive Software to [...]
Executives are Still Rejecting Social in the Enterprise
I recently finished a call with a company that chose a competitor over my company’s solution in order to solicit their feedback. I try to proactively reach out to clients and prospective clients when we don’t earn their business. In this case, we did very well but ultimately lost on a couple of factors. Yet [...]
