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.

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MindTouch All Hands 2011 3 18

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

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