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MindTouch Success Center

Content consumer needs

The success of your MindTouch launch relies heavily on the adoption and evolution of your site. It is crucial that your stakeholders (internal and external) are engaged with your MindTouch site. It is best that you don't leave the success of your project to chance. Instead, take it upon yourself to ensure that your stakeholders are properly trained. Follow our simple guidelines below to identify and train your stakeholders. 

Content contributors (mostly internal)

Content contributors may be allowed to create or edit live content or may be confined to a private section of the hierarchy. Either way, your content contributors need to become masters of the MindTouch Editor. They will need to know everything from formatting to basic scripting. The more they know about the Editor, the more content they’ll contribute to your MindTouch project.

Who are your content contributors?

  • Your Technical Writers

  • Your Support Agents

  • Your Subject Matter Experts

    • Engineers

    • QA

    • Product Users

What do content contributors do?

  • Create

  • Edit

  • Rate

  • Comment

  • Restrict

How do you train your content contributors? 

  • The URL to access the site

  • Login Credentials (if site is private)

  • An overview of the content/sections on the homepage

  • An overview of the content structure ( Homepage, Categories, Guides…..)

    • Show a diagram of the hierarchy

    • Navigate through the hierarchy and stop at an article

  • An overview of an article
    • The unique URL that can be copied & pasted to share
    • The title

    • The contents (with images, video, tables, etc)

    • The related articles

  • An overview of the MindTouch editor (click “edit page”)

    • Headers

      • h1, h2, h3,

      • Importance of Overview (used for summary in search and Lightspeed)

    • Lists
    • Tables

    • Font styles (bold, underline, etc)

    • Attaching an image

    • Syntax highlighting

    • Conditional Content

    • Meta-Data

      • Tagging

      • Attachments

      • Author comments

    • Restrictions

  • An overview of Search

    • Reinforcing the content structure

    • Ending up on the same article you just reviewed

  • Feedback

    • Requires login

    • Thumbs up, Thumbs down rating

      • Fill in Feedback on Thumbs down

      • Explain where feedback goes to on how you completely rely on feedback

Content consumers (internal & external)

People who view the site but don’t edit or create content. Content consumers may directly use the knowledge in MindTouch or may be sharing/passing the content in MindTouch to others. Either way, your content consumers need to be avid site users. They need to know how to find the content they need in a split second, otherwise they will stop using the site and will go elsewhere for content.

Who are your content consumers?

  • Accessible Consumers

    • Customers

      • Partners

        • Support Agents

        • Sales Reps

        • Management

  • Inaccessible Consumers

    • Partners Customers

    • Prospects

What do content consumers do?

  • Read

  • Browse

  • Search

  • Share

  • Rate (contribution)

How do you train your content consumers to use your MindTouch site? 

  • The URL to access the site

  • Login credentials (if site is private)

  • An overview of the content/sections on the homepage

  • An overview of the content structure ( Homepage, Categories, Guides…..)

    • Show a diagram of the hierarchy

    • Navigate through the hierarchy and stop at an article

  • An overview of an article

    • The unique URL that can be copied & pasted to share

    • The title

    • The contents (with images, video, tables, etc)

    • The related articles

  • Go back to the Homepage

  • An overview of Search

    • Reinforcing the content structure

    • Ending up on the same article you just overviewed

  • Feedback (contribution)

    • Requires login

    • Thumbs up, Thumbs down rating

      • Fill in Feedback on Thumbs down

      • Explain where feedback goes to on how you completely rely on feedback

  • The integrated experience

    • CRM, Chat, etc

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