Power Cut - so what?

By Lindsay,
Today we had a major power cut throughout the North Island.  So what.  I turned my Iphone to personal hotspot ON, switched the notebook to use the access point, and continued.  Time not working - 15 seconds.

That's the power (no pun) of using cloud based solutions.

There is a recession don't you know..

By Lindsay
I can tell from my accounts receivable that there has been an impact on business in the current recession.  So what to do?  Well I planned for this myself by thinking through my response to the likely downturn in business.  So:

• I wanted to become even closer to my customers. I invested heavily in remote management tools so I can monitor down to the workstation level, in real time. I added value to my customers by giving this tool free to my customers.
•  I took on a part timer to ensure that when I wasn't looking at the remote management screen, someone else was.  And that the phone would be answered in the office, and that I had resource to respond in a timely manner. 
• I adopted cloud based solutions for my remote management tools so I can do this anywhere, and am not constrained by location. 
•  If I miss my office phone calls, the voice messages are turned to emails and I get them straight away. 
• And I use a cloud based email system so your emails are received on two computers, an Iphone, and an android tablet simultaneously.

To my customers I promote cloud based services so they can get the same benefit from them that I do as well.  For the accountants it means that capital costs now become operational costs.  They are non-contract, monthly, and can expand and contract as you do. 

The Christchurch earthquake was certainly a wake up call for Chritchurch business owners.  Those that couldnt get access to their computers had a hard time.  With cloud based services that doesn't matter.  You only need to get access to your data - and any web browser will do.

Yes it's hard for businesses at the moment, so business owners need all the advantages that they can get.  Remember, you only need to be 1% better than your competitors to win all the business.  So now in this recessison your competitors are also thinking through the strategies that they will implement to target your customers.  Your best strategy to counter this is to get closer to your customers, to increase responsiveness, and to be seen to be open to business 24 hours per day.  And cloud based services are one part of that strategy.

Changing Broadband Service providers

By Lindsay
One day you will want to change your broadband service provider.  You may get a better deal, or a better bundle of services such as mobile phone and broadband etc.  So here's a guide if you have a in-house mail server in your business:

• If email is being delivered to your server directly, and if you can't get your old static IP address, then contact your domain name holder to get them to change the mail records.
• Change your outgoing email configuration to match the new provider settings.
• If a new router has been provided as part of the change then ensure that it has the same network IP address that the old one had.
• Turn off DHCP in the router otherwise it will conflict with the server.
• Ensure that port forwarding is set up to allow email to come into the server.
• If you have users using VPN then reset this up for them.
• Anyone using mobile devices will have to change their email settings to match the changes.
• Have someone ready to answer the phone as your customers ring up as emails they are sending you are bouncing back - are you still in business?

The change ideally should be done on a Friday afternoon to let the new static IP change to propogate throughout the internet.  Expect your email to be out of action for at least 6 hours, up to 24 hours.  This process will take up to 2 hours of technician time as well.  And a restart of the server.

If you have a cloud based email system this is the process that you follow:

• Plug in the new router.

Yes that's about it.

A Website's two key sucess factors

I've asked Michelle from Zeald.com for some information on websites, and here part one of a series.....

With people flocking to the internet to conduct research, request information and shop online, it is vital that local business owners understand how to use their website as a powerful sales and marketing tool. 

So where do you start?  The good news is that when it comes to online success, there are only two key factors to focus on.  The first of these is the number of unique visitors (or people) who come to your website.  The second is your conversion rate – that is, the percentage of visitors who buy something from you or make an enquiry. 

Your ability to influence these two factors for your own website comes down to the two ‘P’s’ of website success which we call ‘Promotion’ and ‘Persuasion’. 

The promotion of your website will directly influence visitor numbers and the persuasion of these visitors will determine your conversion rate. 

When it comes to where to put your energy, persuasion should always come first. 

Unfortunately, many people fall into the trap of spending lots of money on promoting their website and watch in sorrow as the website fails to persuade anyone to buy or show any interest in their products or services.  It’s like turning on the tap with a leaking hose and lamenting the lack of water at the other end. Fix the hose first, then turn on the tap!

If you’re wondering what makes a persuasive website, then stay tuned.  Over the coming weeks, we will explore this further so you can turn your website into a persuasive part of your marketing mix before you start focusing on its promotion.

Low Cost ex-lease computers

By Lindsay,
PC-TECH.BIZ is able to source low cost, name brand, ex-lease computers.  Both desktops and notebooks.  We are also able to get ex-lease displays as well.

Pricing - Desktops between $100 to $300 depending on specifications.  Notebooks between $300 to $400.

These computers are good for:
*   The kids need a computer (because you don't let your kids use your work computer), or
*   You need a back up computer (as mentioned in previous blogs, you should have 1 more computer than the number of computer users in your business).
*   You have an old, specialist application, that needs to be on a stand alone computer, and you can use one of these rather than spend the money on a new computer.

Call/email for details, and specifications that will match your requirements.

VOIP Revisited

By Lindsay,
As someone who thinks that voice over internet protocol (VOIP) has a future in  all small businesses, let me tell you how we have been experrimenting with it in-house.

First, we use a hosted service, and both the normal office number and 0800 number come to the same place.  We have two lines, and the second line has been set up so that caller ID will show the main office number - nice. 

We have also set up the incoming calls so that both phones ring at the same time.  And voicemail is automatically emailed to us.

Some nice features here.  All for $10/line/month.

The click of death

By Lindsay
One day you may turn on your notebook, and hear a clicking sound.  If you are lucky, your computer may start.  If unlucky it won't.  That's the click of death, as your hard drive has failed.
What to do?  Well if it still starts then backup your important information to a USB flash drive or external hard drive.  If it doesn't then there are only two courses of action.  These are:

1.  If a new computer (say less than 3 years old), and you have recovery DVD's, then you may be able to get a new hard drive, and recover it back to factory fresh, otherwise

2,  If it's an older computer, or you don't have recovery DVD's then it's time to go shopping and buy a new one.

If the hard drive had important information on it, there are forensic companies that can recover data even from crashed hard drives.  This can be an expensive undertaking though.

Printers - a fairy tale

By Lindsay
Once upon a time printers were very expensive. This was back in the old dark days - the 1980's.  They had to be shared.  Cheap personal printers used dot matrix printing - with ribbons, and ink and other stuff.  The good quality printers (like laser printers) were very expensive.  A Print Server was used to share these expensive printers.  Print servers required liecnces per user (expensive) after all it was only fair since printers were expensive.

And the IT department felt justified in monitoring printer use, per user, because they had the tools that allowed that to happen.

Well the printer companies started to develop lower cost printers.  Personal printers.  Printers that didn't need an IT department to connect and use.  They were even allowed to be shared between users.  Soon black and white laser printers broke the $500 barrier.  Everyone wanted their own one.  Large printers/fax/copier systems could be connected to the network by themseves.  They didn't need a print server - they did that all themselves.  And they didn't need user licences - anyone on the network could use them.

So today we now have cheap personal black and white laser printers for less than $100, and colour laser printers for less than $300.  Printers are once again personal - everyone can have their own.

So why is it that management still don't get everyone their own printer???

What determines response times to customer issues?

By Lindsay
Sometimes I get asked what determines the response times/priority to customer issues.  I use the 3 S's.  These are:

Service

No Service and Support Agreement

Best Endeavours after all service and support customers and scheduled project customers.  Response limited to business hours only, and usually the next business day. 

Service and Support Customers

Gold – have priority over all other service levels and scheduled projects.  24 hour response.

Silver – have priority over Bronze service and support, but not scheduled projects.  Business hours only.

Bronze – have priority over casual customers only.  Next business day response.

Severity

Severity also plays a part in the response to customer needs.

Server or other problem affecting everybody  – highest priority

One workstation is down or only affecting one person – low priority (except see seniority)

Seniority

Seniority also plays a part in the response to customer needs.

The Managing Director/GM/CEO always gets higher priority than a member of staff.  An MD/CEO/GM can override severity, their call.

Second Hand or New?

By Lindsay
One of the choices that a small business owner must consider when buying a new computer (either as a replacement for one that has failed, or for a new staff member) is to decide whether a new computer or a second hand computer is required.

• First, is the computer being used in-house, or will it be going out to customer sites?  If you are seeing customers, then it should be new.  
• Second is the computer going to be using modern applications that require processing power?  Then it should be new.
• Third, is the computer going to be for a short term project, or for the long term?  If long term then it should be new.
• Fouth, will the computer be using legacy applications (old versions of accounting systems etc) then it can be second hand (but Windows 7 has an XP mOde that allows it to emulate a Windows XP computer to handle the older applications).

So you've bought your computer.  Lets look at how long it should last.  A new desktop - 4 years.  A new notebook - 3 years.  A second hand computer - well as long as it still functions.  Bear in mind that computer repair costs may be more than the value of the computer.  Depreciation of nearly 50% per year on computers is there for a reason. 

One of the advantages of second hand computers is that it allows you to cheaply provide the N+1 redundancy that I mentioned in an earlier post.  The number of computers available should be 1 more than the number you need, so that if there is a problem with a computer,  your very expensive human resource can still continue to perform their job,whilst the very cheap computer hardware is repaired.

Windows 32 bit or 64 bit?

By Lindsay,
for most end users Windows in 32 bit ot 64 bit versions is, well, a bit of a non-event.  Most modern computers are 64 bit.  The computer properties tab shows which version is installed.  Some older computers (and especially the smaller notebooks) are 32 bit.  The main reason why it should care to you is summarised as follows:

•   64 bit is the way of the future.  Applications will be written for the 64 bit operating system, and so one day your new product XYZ version 2012 will not work on your old computer, and

• 64 bit allows for more RAM.  32 bit systems stop at 4 Gbytes RAM, 64 bits can have more RAM (as much as you can afford!).  This is important if your computer is a graphics workstation, or does a lot of computation.

Skype for Business

By Lindsay
We've all used Skype to make free voice and video calls to friends and family.  But is it ready for business use?

Well sort of.

It's not a product that screams out business.  Especially when your Skype username is, well, not exactly a reflection of your business.  However as an internal use tool Skype does have its merits.  For example, a distributed sales team can have a Skype conference call once a week.  At no charge, for as long as you like.  Presence information is also availabe (i.e. they log into Skype, and you know that they are connected and at their computer).

In Summary, Skype has a role in the small business, but not yet in a business to business environment.

Some technical notes:

   Skype is a large program that can affect the performance of hardware more than 3-4 years old.
   Microsoft have recently purchased Skype, so expect some integration into the Microsoft product line (I'm not sure how that will work, but Microsoft are moving ahead with their Lync product with which they intend to take over voice and video communications in the medium to large business area).
   Skype is available for all software platforms including iPhone/Android phones.

Upcoming Managed Services

By Lindsay

Just a quick note, more details next month. I am evaluating the following managed services tools:

1. A notebook and smartphone theft tracking tool (i.e. thief takes your notebook, the tool tracks location, sends web cam shots, and screenshots back to a control panel on a regular basis), and
2. A complete end point security solution (i.e. ability to lock down your computer so that nothing can be transfered to a USB or DVD drive, and web browsing policies are applied depending on whether the computer is in the office or off-site). As well as managed antivirus and firewall - a complete security solution.

What are the benefits of managed services?

By Lindsay
I sometimes get asked what are the benefits of managed services?  But first, what is a managed service?  In the IT field a managed service can be described as - You pay me a monthly fee, and I look after everything for you.  However the reality is that most small businesses can not afford this type of service (also called All You Can Eat AYCE).  So whilst I have this service available as the Gold Plan, it's not as common as my other Bronze and Silver plans.

Why bother with a managed services plan?  To keep your business going.

So what are the main features of these plans?  The most common thing is that you pay a base monthly fee.  Sometimes based on the number of devices that this covers, this is a ridiculously small amount.  This gives you the customer a number of privileges.  First, you have priority of effort.  Second I reduce my hourly rate.  Third I remove travel charges.  Fourth I provide free monitoring of your devices.  Fifth I give generous payment terms. And for the larger plans (Silver/Gold) I provide a free monthly visit where I can get those small 'while you were here' jobs done for free.

Give me a call to find out if a managed service plan can help your business.

To Serve or not to serve

By Lindsay

In amongst my comments on cloud based services, I unintentionaly overlooked the use of an on-premises server.  For any sized business a cloud based solution (or solutions) exist to provide the basic functionality of email, file storage, and accounting.  But sometimes an in-house server is a better choice.  For example:

•    A design company with large files that need to be manipulated - a local server with a high speed local area network is needed.
•    A company with areas that need to be secured from employees, a server enforcing log-ons and passwords is needed.

Apples' foray into the Cloud

By Marc

How will Apple Inc foray into the cloud work out?

This was an interesting question, especially with all the cover being given to the world of cloud computing. I started to look at what offerings Apple would try to offer and was incredibly surprised with what I discovered.

The surprise come mainly from the fact that Apple was in fact the first to offer cloud in a form slightly different to what we know today, as as of very recently has built the largest cloud storage facility in the world!, and has started on more.

You see it was like this; Apple Inc. Originally launched on January 5, 2000, iTools, a free collection of Internet-based services for users of Mac OS 9, Apple relaunched this service as .Mac on July 17, 2002, when it became a paid subscription service primarily designed for users of Mac OS X. Apple relaunched the service again as MobileMe at WWDC 2008 on July 9, 2008, now targeting Mac OS X, Windows, iPad, iPhone, and iPod Touch users.

All this becomes redundant with the Launch of iCloud. Apple's iCloud will combine their current MobileMe services and add some newer ones, one I particularly like is PhotoStream you take a photo on your iPhone, and automatically its uploaded to iCloud and then if set loaded to each and every device you own. Personally this means holiday snaps are now on my desktop before I get home. In business I could see this being very handy service that requires very little training. Say a sale rep finds a problem with a part, he snaps it with his iPhone, a moment later its on the work server, and the engineers could get hold of it with out any hassle, Insurance adjusters, Search and rescue staff could sign in and use this feature.

Along with storage and documents that work from cloud it offers what seems the norm is being offered. iPhone users will love find my iPhone and find my Mac feature that will also tie into the cloud. Apple has long had a backup archive component as well as contacts and calendars. iPhone iPad or iPod users will no longer need to connect their devices to their computers to access these or changes, as long as they have access to wireless they can now update or restore their devices.

With all this wireless usage Im very glad my telco recently shifted me to 3.5gb per month allowance, and even then I smile whenever I see a McDonalds as they all have free wireles.

So having a good amount of regularly accessed data this handy make way for the netbooks, and iPads to become serious business and personal tools, very serious! Most of the insurance adjusters in Christchurch at the moment are being equipped with iPads, as their ease of use and cameras make them effective tools, and once iCloud come online they will indeed become major tools for this recovery process.

So in short I think Apples foray into Cloud will be memorable and very well put together, again :)

Some comments on email

By Lindsay

Email History

Email has become 'almost' vital to a number of businesses today.  So I'll  make some comments about email.  First some history.  Email in its current form began in the early 1970's.  Today, 40 years on, we are still using the same protocols.  We've had to curtail some of the features designed into the email system, mainly due to spammers.  It was a system that would eventually get a message from A to B.  But if it didn't make it - who cared?  Because email was never a vital or important technology.  To be sure of getting a message through, you would use a telephone call or a fax.

Backup Email

Today it's become very important, but we are still saddled with a system 40 years old.  So we have to put in place some email redundancy to keep our businesses going.  My suggestion is that even though you have a business emaill address, you should at least sign up for a free web based email service such as Gmail and/or hotmail.

Some of the features of gmail include web access from anywhere in the world, and access on smartphones.  Some of the features of hotmail include access to Web based Office Applications, and document storage.  They are free to sign up and use.

Email Addresses

Now this is a topic that needs to be seriously looked at, especially if your business has high staff turn over.  Rather than have email addresses such as myname@ the best practice is to use email addresses that reflect the position.  For example:
manager@
sales@
admin@
salesrep1@
tech1@

The display name (what people see as who sent the email) can be changed as people move into these positions, but the email addresses don't change.  The advantage is that as people move, you no longer need to set up diverts, or monitor other mailboxes, or pay for extra mailboxes.

Redundancy

No not the personal type of redundancy, but equipment and system redundancy.

Computers - With computers redundancy is sometimes called the N+1 principle.  Have 10 people, then you have 11 computers.  Number 11 is the spare.  Anyone can use it.  Its already been pre-set to use email, the printers etc.
Access to Services - With cloud based services this is pretty easy.  Have another computer that has a web browser.  Or have email delivered to your Smartphone as well as your desktop.
Access to data - With online services you can access your data from multiple devices.  Take local copies of data on your notebook when travelling.  Have a plan with your off site data backups.
Access to the internet - Have normal ADSL broadband backed up with Mobile 3G.  Smartphones have personal hotspot functionality, which provides a small workgroup with internet access.
Access to alternative facilities - If you can't get into your office then where can you go?  Send everyone home?  To a warehouse, to another city?  Can your systems still function if you do this?

What you need to know about your computer (to help the technician)

By Lindsay
When trying to solve a problem remotely a technician will use semi technical words.  So here are the main things you need to know about your computer to help your technician help you:

• Cords - Know the different types of cords in the back of your computer.  These are usually the power cord, the network cable, the keyboard and mouse cords, the video/monitor cable, and speaker cable.  They are all different. (well except the keyboard and mouse cables which are USB).
•  Know how to press the power button in on a computer for 5 seconds to shut it down straight away.
• Know which part of the screen is called the system tray (right hand bottom of the screen with the small icons - usually showing the date/time).
• Know how to get to the control panel (this varies by Windows operating system).
• Know what web browser you are using, and how to enter an address in the address bar.

Technician Wanted

By Lindsay
I'm after a technician, part time work to begin with.  Technical ability I can train, attitude I can not.  So a good attitude, someone who has some experience with Windows XP/Vista/7.  Some networking experience including setting up small networks.  Installing Office and antivirus.  Running reports from Remote Management Systems also good.  If you know of someone drop me an email.  Thanks

Who will win the smartphone wars?

By Lindsay
There's a battle going on in consumerland - which smartphone will win the war?  We have 4 main contenders.  The Apple Iphone, Blackberry, Android phones, and Windows mobile phones.  I have set up and configured all of them, and personally I like the Apple Iphone.  But it's not up to me to decide what you should buy.  So I'll pass on my views as to the winning smartphone.

The Blacberry is a closed platform.  It's one claim to fame is that text messages are very secure.  So secure that countries such as India and Saudi Arabia now require that the text messaging servers for Blackberry be in their own countries so that they can decrypt your text messages, check them, then send them out again.  It will be a loser in the smartphone wars.

The Windows mobile phones are very good, easy to set up for email, but, well, no real market penetration.  Second loser.

The Apple Iphone is a fantatsic product.  It's main advantage is the ability to run many applications (downloaded from the app store).  Pricing is expensive.  Being proprietary all applications must be tested on the Iphone before release, so they will work well.  But losing market share to....

Android based smartphones.  The Android operating system is used by all the major cellphone manufacturers.  Issues over applications that may run on one manufacturers phone but not another exist.  But you can't beat it's price.  Android phones will win the war.

The biggest decision a small business owner can make

By Lindsay
The biggest decision a small business owner can make is when they expand.  From 1 to 2 people is a large step.  Not only for the business, but for the IT systems that need to be put in place.

For example a new computer will be needed.  Do you use the old one lying around, or get a new one?  Will you want to share data, or just use USB drives or email to share information?

Will you get a new email address, and if so what will it be?

Will they have access to your accounting system, or will you use another method of recording time/expenses?

Will you get them a new mobile phone or will they use their own?

And if they leave how will you protect your data, contacts, and client history?

My suggestions for the small business (after all I wasn't going to leave you to guess the answers) is a s follows:

• Get a new computer.  If a general purpose computer then any of the Windows 7 computers available at the local computer stores will do.  As for your own computer ensure that it is dedicated to your business, rather than sharing the home computer.  Do not let children use your business computer.  Ensure that you have good anti-virus on your computers.  You should be looking at a product that has some end-point security features, such as web site disabling, removable media disabling.  Sharing data is easy.  I recommend Dropbox (www.dropbox.com).  The US$10/month for 50 Gbytes of data is a good deal.  You can now work remotely, and still have the latest information available to you (both).  It also means your data is backed up.  The free version allows up to 2Gbytes of data to be synchromised, and you can get it here http://db.tt/zvdE9Mb (this is a bit cheeky, its a referral link, if you get dropbox via this link I get extra space on my free dropbox account)

• As for email addresses, you may want to move from the @xtra, @gmail type addresses and get your own domain name (you@yourbusinessname.co.nz).  Options available include hosted Exchange, and at around $50/month for up to 3 users, this may be a start for better email handling.  With hosted Exchange your emails are available on your computer, your smartphone, or any web browser.  And hosted exchange mailboxes are typically very large.  And backed up automatically.

• Access to important business information such as your accounting system needs to be controlled.  A hosted service such as Xero (www.xero.co.nz) allows for controlled user access.  Being web based means that you can access your system 24hrs of the day, from any web browser.  And your data is automatically backed up.  A job management system such as WorkflowMax (www.workflowmax.co.nz) allows time and costs to be tracked, and then either invoices generated from the system, or transferred accross to Xero for actioning.  Both Xero and WorkflowMax can be accessed from any web browser or Smartphone.

• You will buy a new phone for your new employee.  It remains yours so that if they leave, you keep it.  A Iphone or Android phone will be set up to receive your emails from your Hosted email service, access your job management system etc.  In this way you can be running your business 24 hours per day.

• Protecting your data means at the physical level, the employees computer and phone are yours.  When they leave they stay.  Change passwords on your hosted applications, and they can no longer access your data.

In Summary from the IT side, adding a new employee is relatively painless when using the new 'cloud' based services.  As these services are subscription based (excpet for the hardware that you will need), then capital expenses are minimised, and operational costs go in step with the number of employees that you have.

When VOIP Goes bad...

By Lindsay
I use a VOIP (voice over internet protocol) service for my main office number.  My 0800 number also points to my office number.  I use a 'One number' feature so that when a call comes in, it simultaneously rings 3 phone numbers (one of which is my VOIP phone, another my mobile, and a third my alternate home number).  These a pretty good features because I'm close to one of these numbers generally 24 hours per day.  Now I wont mention the VOIP provider (because I'm not sure its their fault), but what happens when it goes bad...like it did this morning.

Well, no calls except direct to my cellphone came in this morning - strange.  So I tested the VOIP phone - nothing.  I called my office number - disconnect tone.  OK something is very wrong here - mild panic!  I tried calling the service provider - same disconnect.  An alternative land line number - disconnect.  Panic levels raised a bit more because I was out of contact except for my cellphone, and email.  I looked for alternative contact methods for the service provider, but I couldnt find anything.

Then a miracle!  it started to work.  Everything is now back to normal.  How long was the service out?  Don't know, at least 2 hours first thing in the morning....

Lessons to be learnt:

• Have a back up number (usually a cellphone number) and make sure its available on your email signature and your website.
• If the phone hasn't rung for a while - check to see that it's operational.

I'll await the reply from the provider about the outage, and then make the appropriate decisions after that as to whether I'll stick with them or go somewhere else.

Into the Cloud

By Lindsay
Moving to the cloud has been an exercise in some frustration mainly because of all the alternatives available to the small business owner.  These were the requirements when deciding on what to use.

• First - the major applications must be local.  Not only for local support, and native speakers, but also because there are some legal requirements for accounting systems that the data must be held in New Zealand.  So this lead to the adoption of Xero (www.xero.co.nz).  
• Second - the major applications must be cost effective.  Cloud based systems usually have a monthly subscription, some based on users, some not.
• Third - There must be alternative methods of accessing the information.  This inludes notebooks, web browsers, smartphones.

To support growth within the business I needed applications that would track and manage my main areas of business.  These are:

• Jobs, time, other costs.
• Computer monitoring - real time, with alerts and remote access capabilities.
• Easy KPI generation.

I'm confident that I made the right choices when it comes to the applications that I selected, and I havent been dissapointed yet!