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MindTouch All Hands 2011 3 18
 

MindTouch All Hands 2011 3 18

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This is the All Hands PPT Aaron Fulkerson used on March 18, 2011. It's an abbreviated version of the "Building Exceptional Product Help Communities" he presented at WorldWare in 2011.

This is the All Hands PPT Aaron Fulkerson used on March 18, 2011. It's an abbreviated version of the "Building Exceptional Product Help Communities" he presented at WorldWare in 2011.

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    MindTouch All Hands 2011 3 18 MindTouch All Hands 2011 3 18 Presentation Transcript

    • Let's Be Awesome And Deliver Exceptional Experiences
    • Product Help
      • Should be more exceptional than marketing materials
    • help1.0
    • help2.0
    • MindTouch makes the world's most respected social knowledge base.
      We power purpose-built help 2.0 communities that connect companies with their customers.
      Millions use our software every day.
    • Help 2.0 Bridges Traditional Tools with Social and Analytics
      Desktop Authoring
      and Traditional Support Tools
      Analytics
      Providing a bridge for social/community capabilities and analytics
      People and Social Tools
    • The Help 2.0 Revolution Will Be Documented, Socially.
      Lower support costs
      • Ticket deflection, call time
      Improve quality of support
      Actionable insights into
      • Customers and users
      • Help effectiveness
      • Product, Marketing, Sales
    • F1
      Subtitle for F1 section to start
    • Social Knowledge base
      and
      Contextual help
      One definitive source—used everywhere
    • A Social Knowledge Base
      • Wiki-style collaborative authoring
      • Content moderation and workflows
      • Community scoring and feedback
      • Content Curation Analytics
      • Adaptive Search
    • Code name: F1
      • An embed away
      • Button (or page fold)
      • Stylized hyperlink
    • Code name: F1
      • Contextual social help
    • Code name: F1
      • Quora X Digg
      • I have a question, or answer
      • I know where there is relevant content on this topic
    • Code name: F1
      • Content recommendation
      • Based on behavior
      • Based on social insights
    • Badging
    • Questing
    • Let's Be Awesome And Deliver Awesome Exceptional Experiences