I'm so darn grateful to no longer have to update multiple documents...
August 17, 2017
I'm so darn grateful to no longer have to update multiple documents...
Score 10 out of 10
Vetted Review
Verified User
Software Version
MindTouch Responsive
Overall Satisfaction with MindTouch
We use MindTouch internally and externally, to provide access to our base product documentation, learning aides, best practices, and more. Previously, we operated on a system of internal and client PDFs as well as an internal, un-curated, wiki product. Upon request our customers were provided documentation through email or via a file sharing service. With the previous hodgepodge system, we had little to no control over who could publish documentation, where or how it was transmitted, how it was organized, and a non-efficient method of tracking documentation age and validity. We were ineffectively educating our clients and our staff.
- MindTouch makes it is ridiculously easy to create and publish media rich content. We enhance our information to accommodate all user learning styles with a mixture of information mediums, e.g., videos, images. The editor is intuitive, the system is stable, and permits a responsive delivery of content across multiple media platforms.
- By using a cloud-based system to host our documentation, we are able to provide our clients access to information for new features timed with the initial release of the feature or when the client upgrades versions.
- MindTouch allows us to write all content in a single product library and then re-use that content via multiple methods in our other libraries. We maintain a consistent message by utilizing their content re-use and workpaths functionality to use original content across multiple articles, that may differ in focus or audience, on the same subject.
- MindTouch's permission system allows us to seamlessly display or hide information from users based on their access level or product version.
- The lack of drag-and-drop for images was very frustrating when importing our documentation. We had documents with hundreds of images that had to be saved prior to uploading them into the articles; a silver lining was that after they were saved locally we could then copy / paste, skipping the multiple clicks to attach from file.
- The Dashboard could use some improvements. The Draft Manager is not user workflow intuitive, doesn't allow starting work from the and then one-click back to view and updated the to-do list. Currently the reports are rudimentary and not intuitively named. But in the past few months they have moved more functionality into the Dashboard and they are working on the reports.
- Working with drafts is awkward. Prior to publishing an article for the first time, the user is unable to view drafts along side live pages to visualize the addition of content in the existing structure. Users are unable to create anchors and links in / between draft pages, the pages must be published prior to linking to / from the page; requiring the user to publish and then un-publish or edit the page multiple times to establish links. Additionally, copying pages creates them live and permissions cannot be applied to draft pages.
- So far we've had positive customer satisfaction results from switching to MindTouch. MindTouch Touchpoints allowed the application to easily integrate with our ticketing system so that we are able to share documentation links that help users understand problems that are training in nature. We improve the quality of our support by linking articles into tickets and encouraging users to search our documentation prior to contacting us.
- We are the definitive source on our product and we control our brand and message by using MindTouch to deliver our documentation, rather than having our customers rely on their self-generated product documentation.
- Using MindTouch integrated with in our application will improve user adoption of our product; thereby increasing the likelihood our clients will have a shorter implementation time-frame and encouraging their users to stay in the system and not rely on spreadsheets and whiteboards to work efficiently.
- By using MindTouch to produce our information, we have decreased the amount of time we spend updating documentation and decreased lead time for delivering the most current and accurate information available.