MindTouch in Higher Education
February 02, 2016

MindTouch in Higher Education

Konrad Willmert | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

We use MindTouch to document our internal processes, procedures, training materials, and policies, and provide some self-help documentation for our customers/end-users. Several campus groups are responsible for content: University Information Technology, Human Resources, and Business Affairs. Mindtouch provides our customers with a single, up-to-date location to get the latest information about our products and services.
  • It is very easy to begin authoring content in MindTouch. Information can be captured quickly, and polished or organized at a later time.
  • MindTouch templates and search features are also an important part of the product. Templates are laid out logically and easily customizable. The search features include statistics that allow us to find out if a particular user search is not producing helpful results and correct the oversight.
  • For more advanced users, Dekiscript, a fully-featured scripting language provides a way to increase the amount of dynamic content you produce and reduce the amount of mundane management that must be done to keep pages clean and organized.
  • MindTouch needs to improve its advanced documentation. Many times you discover that something is possible only to be unable to locate instructions on how to accomplish it.
  • Some MindTouch administration features are only available through editing free-text configuration. The company has recently moved a few items into solid GUI pages, but many options remain available only to those willing to type out free-text configuration data.
  • You can run MindTouch over SSL under your own domain name, but enabling the F1 overlay help feature requires a specialized SSL certificate that may be too expensive for smaller organizations to maintain. I'm not sure why the F1 help could not run on the same domain name as the primary site.
  • MindTouch has allowed us to maintain relevant policies and procedures.
  • MindTouch has allowed us to provide the latest information about our products and services to our customers on-demand.
  • MindTouch has reduced the number of support calls & tickets opened by our customers.
  • Wikia and Media Wiki
MindTouch has a much smaller learning curve than other wikis we have used. Its community features are far less advanced, but that particular aspect is not as important in our use case. Employees who add content to MindTouch but do not have any experience with scripting, tagging, metadata, or other markup are able to use the product comfortably. We needed a product that could allow a variety of employees with a variety of skill levels to add content that was clean and organized.
The primary things we can look at to determine the effectiveness of the product are the number of support calls we receive on a documented product process, and the number of page views that documented process has in MindTouch. We link from many different areas to MindTouch pages that explain, instruct, and inform. Adding documentation and help for our most popular products and processes has definitely decreased the number of calls fielded on those topics, and we can tell by the page views that it is working.
MindTouch has become a huge help in our efforts to train new employees as well as keep things fresh in the mind of existing employees. When we document our policies and procedures as well as useful tips, expectations, and other specific information, it becomes a valuable resource for our entire team.
MindTouch is fantastic for quickly capturing knowledge into a standardized format that looks great and is easily browseable and searchable. It also excels for advanced users who want to provide dynamic scripting content to their pages.

With its feature set, I struggle to think of any application, scenario, or industry where MindTouch could not be appropriately applied as a documentation/knowledgebase resource.

MindTouch Support

MindTouch Support has always been quick to respond, easy to communicate with, and extremely helpful and friendly. They are a wonderful team to work with.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - I am unsure whether MindTouch offers premium support. The support we get along with hosting our site with them has been more than sufficient.
Each year we must renew our SSL certificate and provide it to them so they can install it to the site for us. Each time we do this it is painless and easy. They know exactly what we need to do and always provide the details so we understand the process.