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Best Practice: Structure Content to Support Company Wide Usage (MT4)


Learn how to effectively structure your MindTouch content to provide maximum value to your company.  This article provides example structures designed to most effectively engage your product, support, training and sales teams.

Why do I want to structure my content this way?

Project stakeholders throughout your company use knowledge in different ways.  Some departments produce more knowledge and others consume more.  Some departments use small snippets of knowledge while others use rich, in-depth user guides.  Understanding how to effectively embrace these different use case can drive adoption of your MindTouch project and create significant value for your organization. Benefits include:

  1. Enable sales reps and sales engineers
  2. Capture tribal knowledge
  3. Drive focus and measurable knowledge traffic
  4. Increase KCS alignment

What is the standard MindTouch structure?

department_structure_default.pngOut of the box, MindTouch provides its default architecture framework. The MindTouch framework makes it easy to create effective content structures that are both navigable and searchable. The framework enhances the search experience by offering users a decision tree to facet search results.  

The framework comes with pre-defined page layouts that make it easy to create rich landing pages.  Our pre-defined templates include:

  • Portfolio (aka Home)
  • Category
  • Guide


Most MindTouch customers use the default architecture structure for product content such as documentation, user manuals, installation guides, etc.  However, in other cases there are more effective approaches to structure your content.  

How do I structure content for different departments?

The following four example, provides models of how to use the same architecture templates in a different structure to more effectively engage different users throughout your organization. 


Department Description Structure

Technical Writers

Your product team is one of the most valuable and consistent resources to provide value to your customers.  You product team typically has technical documentation including:

  • User guides
  • Compliance material
  • Specifications

​​In additional to a rich source of material, the product team also has a wealth of knowledge among subject matter experts, developers, testers and more.  


Structure:  Set your categories (product/persona) and guides to semi-public so the overarching structure cannot be altered.  Grant your authors access to create and edit knowledge under the user guides.  


Tip:  This structure follows the MindTouch framework



Your support department typically is the front-line for emerging and urgent issues.  As agents encounter new issues and identify solutions, they discover a wealth of knowledge that is crucial to capture and centralize.  This content may include: 

  •  Break / fix content
  • Problem /  solution
  • Troubleshooting

  • Work arounds


​​Structure:  Set up a private KB guide and a Public KB guide to accommodate by agent-only and customer facing material.  Store all articles in a flat structure.  


Tip:  Configure your customer engagement software to enable agents to publish basic content (problem, solution) to your MindTouch site.   



Training and eLearning departments typically generate an abundance of rich content that is primed to drive adoption and create experts. Exposing this content on your MindTouch site makes sure that your training is available by automatically relating to your product and support articles. Training content typically includes:

  • Training Plans

  • Best Practices

  • Videos

  • eLearning

Structure:  Set up a guide for each source of training material.


Tip:  Make sure you tag your training material heavily to ensure strong article relationships throughout your product and support content. 


Sales Engineers

Sales is perhaps the highest value beneficiaries of your MindTouch content. If you have successfully populated your MindTouch site with product, support and training material, you can be sure that you sales team can put it to good use.  

In additional to leveraging the content, your sales engineering are great contributors and can create reusable content that helps close deals. It's crucial to get your sales engineers contributing content such as:

  • Technical specs
  • Case studies
  • Quick start guides
  • Demo videos
  • Product decks


Structure: Set up private and semi-private guide to accommodate your sales-only and prospect content respectively.  


How should I introduce my organization to MindTouch?

department_structure_maturation_plan.pngIt's important to engage different stakeholders at the right time. Each department is going to have unique requirements for adoption. For instance, your sales team will require a critical mass of valuable content whereas your product team is more likely to embrace a blank canvas.  

By using the following maturation plan, you can make sure that each stakeholder is able to receive value from you MindTouch deployment


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