Aaron Fulkerson

Founder & CEO at MindTouch, Inc

Aaron is a multifaceted entrepreneur and technology advocate. He has held senior management positions at three technology startups and has helped to launch non-profits and businesses outside the technology industry. Aaron received his BS in Computer Science from University of North Carolina—Chapel Hill. He worked for Microsoft Advanced Strategies and Policies on distributed systems and owned and operated a successful technology consulting firm. He is a recognized expert on communities, software, and open source and is regularly asked to speak on these topics at conferences and Universities.

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Contributions
Video: Collaborative Networking: How it's Different
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An Explanation of how Collaborative Networks fit in the enterprise collaboration landscape.


Presentation: What is Web Oriented Architecture?
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A presentation delivered by the CEO of MindTouch at GlueCon discussing WOA.


Video: Aaron Fulkerson Talks About Open Source Company Leadership
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Aaron talks about Mindtouch, but has lots to say about why leadership and promotional ability are necessary for any successful open source project.


Video: MindTouch Deki Demo
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MindTouch Deki Demo


Video: Talking about Wikis with Mindtouch
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Aaron Fulkerson and Steve Bjork, co-founders of MindTouch, talk about the Wiki market and what makes their tool better than others.


Video: Demo of MindTouch
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Aaron Fulkerson, co-founder of Mindtouch, gives us a demo of what makes his wiki tool better than other wiki tools. Specifically its strengths are that it's open source and that it has a great API.


Video: The Basics of DekiWiki Hayes
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This inaugural videocast covers the basics of DekiWiki Hayes' new architecture.


MindTouch - Content Driven Customer Success » Blog
A new kind of software that drives customer success with self-service knowledge. Stand-alone or extend into your into products and customer support systems.
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  • MindTouch Product Release: July 9, 2015
  • July 09 2015
    New Site Language: Arabic MindTouch will now be available in Arabic (Modern-standard) localization. You can find a full list of all supported localizations at the MindTouch Customer Success Center. Bug Fix for All Users The search interface was inconsistently displaying the progress indicator when conducting multiple searches. This experience could have resulted in confusion regarding whether or not the search was executin ...
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  • Is Your Customer Engagement Strategy Too Noisy?
  • July 09 2015
    When it comes to creating content for customer engagement, the question becomes how much is too much? There is so much noise put out to our customers through Twitter, blogs, the website, email, and more. Companies should take any chance to cut down the noise to just what the customer needs to succeed. Nowhere is this more important than in your product and help content. Anyone who has ever opened up a 300-page PDF just to find a single ...
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  • MindTouch Product Release: July 2, 2015
  • July 06 2015
    Bug Fix for Authors Previously, you would not be able to use the Content Reuse Dialog when working in a new, unsaved, page. In the following release, a prompt will notify you that the page has to be saved in order to use the content reuse dialog. When editing a page, your browser will now autoscroll to location of the editor.  Links that were directing a user towards a deleted file will have a disabled style and will no lon ...
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  • A House Divided: Why Your Help Center Belongs On Your Corporate Domain to Boost SEO
  • July 02 2015
    Though it is generally used to promote political unity, the idiom “A house divided against itself cannot stand” rings true for the way companies structure their help centers in relation to their corporate domain. When help centers are kept on separate domains from the corporate domain, it has detrimental effects on the search engine rankings for both—and this will affect the consumers as well.   When the house is united, and the ...
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  • Why SSO Is Strategic for Customer Engagement, and Not Just IT
  • June 30 2015
    S-S-O: perhaps the three (okay, two) most important letters you’re not thinking about when it comes to your customer engagement efforts. In the race to increase customer adoption, companies need to adopt best practices around Single Sign-On (SSO). SSO is a way to provide one entry point in order to seamlessly gain access to different, but interrelated systems with one set of credentials. Every time you sign into your online banking, y ...
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  • MindTouch Product Release: June 25, 2015
  • June 25 2015
    Feature Optimization: Custom Branding In the following release, you will be able to customize additional UI templates in MindTouch. In addition to the custom header and footer you will now be able to customize your 404 (Page Not Found), First-Login-Welcome, and Blank Article (an article with no content) templates. This will allow you to further represent your brand and connect with your customers. More details to come, if you have any q ...
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  • How Google Analytics Amps Up Your Customer Engagement Strategy
  • June 25 2015
    There are three things in life that are certain: death, taxes, and your customers needing your product and help content throughout the customer lifecycle. As the first two get plenty of media coverage, today we’ll just focus on that third one. Now, you may be a little suspicious of that third statement. If you’re holding some product manuals in your hand, or perhaps scrolling through hundreds of Word files, each an incremental revis ...
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  • The Startup Guide to Spending Venture Capitalist Funding
  • June 23 2015
    When it comes to spending Venture Capitalist backing, growth is the name of the game.  Let’s take this money and grow our product to be more responsive to the market. Or, let’s grow our marketing and sales teams to acquire new customers and grow the business more quickly. In 2014, San Francisco start-ups alone amassed 10.9 billion in 584 deals. There’s a lot of money being thrown around these days to find the next Uber or Face ...
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  • MindTouch Product Release: June 18, 2015
  • June 18 2015
    Bug Fix for Authors Searching for code tags (i.e. <input>) found within the syntax highlighter would return no results. In the following release when searching for tags you will see correct results. When attaching a file to a page, the file details will not show the user Display Name. Learn more about the difference between usernames and display names at the MindTouch Customer Success Center. If you attempted to crea ...
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  • Why Your SEO Efforts Need to Consider Content Organization
  • June 18 2015
    Search Engine Optimization (SEO) gets a lot of press. And rightfully so: the difference between the first page of results and second page of results for click through rates (the percentage of users who click a link on that page) is staggering. According to Advanced Web Ranking, 71.33% of all organic click throughs occur on the first page of results. If you’re not on that first page, nearly ¾ of your potential customers aren’t even going t ...
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  • Livin’ La Vida Local: Why Localization is Crucial for Customer Engagement
  • June 16 2015
    How you say things is important as what you say. As businesses reach global audiences faster than ever thanks to social media and search engines, they need to consider the role of site localization in their customer engagement strategies. The Shell and the Kernel Localization is the adaptation of a site to suit the target locale. For many companies, localization equals translation. If we just translate the content from language a ...
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  • “A Conversation with Chris Fussell, Co-author of Team of Teams” at MindTouch Headquarters
  • June 15 2015
    Last Friday, MindTouch and CBRE hosted a conversation with Chris Fussell, co-author of Team of Teams: New Rules of Engagement for a Complex World. The event, held at MindTouch Headquarters, brought together San Diego business leaders, along with former military service members, for a discussion about leadership. The book takes a look at the hard fought lessons that the military learned while fighting the war on terror and how those le ...
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  • Your SaaS Implementation Is Irresponsible—But There’s a Solution
  • June 11 2015
    You only get one shot at a first impression. No where is this more true than the business world. We’re told this again and again from a young age. So we strive to be perfect the first time. When it comes to projects at work, we want to unveil it with a spectacular launch, especially ones that implement new customer engagement solutions (i.e., money was spent, so make it good Jenkins!). I Am (Not) A Novelist: A Metaphor I ...
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  • MindTouch Product Release: June 11, 2015
  • June 11 2015
    Bug Fix for Authors Copy and pasting code within a DekiScript, CSS, or Javascript block would add an extra line at the bottom of your code. While this would not affect the code rendering it could cause improper formatting. With the next release, the extra line will no longer be added. URL’s that contained double quotes (“) would display incorrectly in the the Content Reuse dialog. In the next release, attempts to ...
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  • Overcoming Cognitive Dissonance in the Sales Cycle
  • June 09 2015
    Selling stuff is hard. Selling stuff to businesses is even harder. Every company has their own culture and processes that sales reps must work to understand and overcome as the sales cycle progresses. Various sales methodologies have attempted to deal with the difficulties presented by the unique set of values and beliefs. Solution selling, for example, places the seller into the role of a shepherd, leading the customer to the so ...
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  • MindTouch Product Release: June 4, 2015
  • June 04 2015
    Product Update: Internet Explorer 8 Support Removal Today, MindTouch will no longer support Pro Members using Microsoft Internet Explorer 8. This change is taking place to improve our product experience and to help encourage the advancement of web technology. For more information, please review the blog post that was submitted earlier this year. If you have any questions or comments please contact the MindTouch Customer Success Team. ...
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  • Bringing Communities Into Your Customer Engagement Management Strategy
  • June 04 2015
    Customer engagement management is all about effectively managing the experience your customers have with your brand. We talked earlier about how silos of content lead to “silos of experience” for your customers. One of the most egregious silos that tends to come up is the branded online community. Oftentimes, communities are stood up as a flashy marketing effort to drive customer engagement; or, they’re stood up as a low-maintenan ...
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  • The Top 10 Google Search Ranking Factors MindTouch Responsive Boosts
  • June 02 2015
    You can’t overstate the effect that Google search has on your business. It is the place customers go when they need information about your product. Research shows that over 60% of traffic to company websites comes from organic search results. Make no mistake: no matter what industry you’re in, Google is your enemy. That is, unless you take control of your brand online (then you can be friends). There are hundreds of factors that inf ...
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  • Announcing Our Newest Release: MindTouch Responsive
  • May 29 2015
    We are excited to announce our latest product release, MindTouch Responsive. With this release, we’re aiming to bring consumers self-service beyond support. The biggest part of this is adding a fully mobile responsive skin to MindTouch sites. That’s just the start, though. We’ve analyzed the self-service behaviors of consumers from some of our most successful customers. The lessons we’ve learned are now part of MindTou ...
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  • MindTouch Product Release: May 28, 2015
  • May 28 2015
    Product Update: Internet Explorer 8 Support Removal. On June 4th, 2015 MindTouch will no longer support Pro Members using Microsoft Internet Explorer 8.  This change is taking place to improve our product experience and to help encourage the advancement of web technology.  For more information, please review the blog post that was submitted earlier this year.  If you have any questions or comments please contact the MindTouch ...
    read more >>

  • Is Speed Killing Your Customer Engagement Strategy?
  • May 28 2015
    Newton’s first law of motion states that a body in motion will stay in motion unless another outside force acts upon it. Customer engagement is all about the velocity of the interactions between customer and company. When customers engage with a company, it’s crucial to remove (or at least, lessen) the forces that keep your customer from achieving their desired outcome. A little force has big consequences on the customer’s experi ...
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  • The Mighty, Mighty Micro: The Next Big Thing in Customer Engagement
  • May 26 2015
    We’ve all heard the saying “it’s the little things in life that matter.” With the success of micro-blogging site Twitter, micro-breweries, and services like Digit Banking, the future of customer engagement is micro. It’s cliché to say that people these days want things fast. But the truth is that speed in customer engagement is one of the most critical factors.  According to the NY Times, a difference in web page load times ...
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  • MindTouch Product Release: May 21, 2015
  • May 21 2015
    Product Update: Internet Explorer 8 Support Removal. On June 4th, 2015 MindTouch will no longer support Pro Members using Microsoft Internet Explorer 8.  This change is taking place to improve our product experience and to help encourage the advancement of web technology.  Please review the blog we posted earlier this year for more information.  If you have any questions, comments, or concerns please contact the MindTouch Customer ...
    read more >>

  • New eBook: Building Customer Success from the Top Down
  • May 21 2015
    You want your customers to feel unstoppable with your products, especially now that customers are so fickle in this subscription economy. The only way you’re going to do that is by investing your entire organization in ensuring your customer’s success. With our free eBook, Building Customer Success from the Top Down, you’ll learn the keys to bringing customer success to your entire organization. Many companies conflate ...
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  • The Problem With Your Customer Engagement Strategy
  • May 19 2015
    Customer engagement is a crucial component of any successful company. The ability to connect with customers, or bring customers together, is how companies drive revenue growth. But there’s a problem with most customer engagement strategies: silos of experience.  In the knowledge management world, when departments create their own content, documentation, or whatever around customers, products, and processes, this informatio ...
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  • MindTouch Product Release: May 14, 2015
  • May 14 2015
    Search Engine Update Today your MindTouch search will receive an update that will enhance search accuracy. Users will now receive more relevant results which will reduce the effort that it’d take to locate valuable information.  New Feature: Custom Deployment HTML Site administrators can now add custom HTML head and tail elements to your deployment via the Control Panel. You will be able to add custom HTML in t ...
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  • Cashing in on Communities: How Companies Can Bring Communities Out of the Post-Sale Jail
  • May 12 2015
    Since the beginning of the Internet, there have been communities. Those communities have become increasingly complex and diverse, though. From social media communities like Facebook, Twitter, and Instagram, to more traditional forum-based communities, companies have tried to capitalize on the power of the crowd. Communities Past and Present Communities typically have two functions. The first is social, and is usually backed up by ...
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  • Why Your Customer Success Initiative Needs an Always-On Sales Engineer
  • May 11 2015
    Businesses are becoming increasingly reliant upon complex products offered by the ever-growing ranks of SaaS providers. From marketing automation to DevOps optimization, every department is becoming reliant upon cloud-based, continuously updated products. For these SaaS companies, managing these customer-company relationships during the sales process requires more involvement by the company. Unlike traditional businesses, they need to ensure c ...
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  • MindTouch Product Release: May 7, 2015
  • May 07 2015
    Bug Fix for Search To improve accessibility, when MindTouch users click on the next set of pages in the Genius Search Carousel, the thumbnails for those pages will now load. Once auto-faceting has been configured on your site, you will now be able to see the Faceted Search breadcrumbs when you conduct a search from a “Topic,” “How-To,” or “Reference” article. If you would like to enable your dep ...
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Aaron Fulkerson
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