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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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Let's Be Awesome And Deliver Exceptional Experiences
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Product Help
• Should be more exceptional than marketing materials
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help 1.0
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help 2.0
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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.
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Help 2.0 Bridges Traditional Tools with Social and Analytics
Desktop Authoringand Traditional Support Tools
People and Social Tools
Analytics
Providing a bridge for social/community capabilities and analytics
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The Help 2.0 Revolution Will Be Documented, Socially.
• Lower support costso Ticket deflection, call time
• Improve quality of support• Actionable insights into
oCustomers and users oHelp effectivenesso Product, Marketing, Sales
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• Subtitle for F1 section to start
F1
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F1
Forums
Support ticketing
Other web properties
Existing community
tools
Contextual In product
help
Social Knowledge base
and
Contextual help
One definitive source—used everywhere
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A Social Knowledge Base
• Wiki-style collaborative authoring
• Content moderation and workflows
• Community scoring and feedback
• Content Curation Analytics
• Adaptive Search
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Code name: F1
• An embed away
• Button (or page fold)
• Stylized hyperlink
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Code name: F1
• Contextual social help
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Code name: F1
• Quora X Digg
• I have a question, or answer
• I know where there is relevant content on this topic
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Code name: F1
• Content recommendation
• Based on behavior
• Based on social insights
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Badging
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Questing
Let's Be Awesome And Deliver Awesome Exceptional Experiences