Real SMB IT: Web Site Improvements; The Next Step

This post is the next in an intermittent series looking at your web site from a marketing perspective -  When you are not a marketing person!

I introduced this series with this post titled; IT -  In Marketing?,  this is the next post on helping smaller businesses to improve their Web sites at little to no expense.

This series has been looking at real world improvements that don’t require major work or extensive help from experts. Stuff that can be typically done by a smaller business either by themselves, or in some cases just basic tech staff assistance.

In the last post I identified and fixed an issue with how our Web Site is found on the Internet.

For this next stage, I wanted to start working on two more (very) common errors for smaller businesses;

1) You created your Web Site, but then have not updated it in years

2) Your Web Site does not have a Site Map (Full definition of what a Site Map is, and does from Wikipedia)  to improve how people can navigate around your Web Site, and secondly, to assist the Search Engines to index all of the content on your Web Site. NOTE: Two Site Maps are actually required, one human readable and one machine readable, for search engine indexing spiders. I will go into the machine readable type in a later post

Search Engine Spiders!

To get this started, I asked our Web Site Developer to create the human readable Web Code for the Site Map, and the Web Code for a spot where I could add new content in the form of press release type News articles.

I will be looking at improving the core content on each page of the Web Site, but I wanted to get these ‘News’ pieces ready to go first as we have been pretty bad at demonstrating what we have already done successfully for our customers.

Once that framework was created, I wrote our first News content, formatted it and placed it in the container that the Web Developer had created for me.

Keyword Alert: Container or Template!

Don’t forget, my goal is NOT to have to go to developer staff each and every time I need to get each new piece of content added to the site, so I asked that they create a template that basically says; Insert new content here!

I still had to format the content the way that I wished, but did not have to write any ‘code’ to get it working.

So now we have a new site map and some new content on the Web Site. The machine readable Site Map is also there, but it is a little different and worth its own post. It will be a little while before the next search engine visit to index the new stuff, but I will keep watching!

There will be more to come, so stay tuned by getting updates with the RSS icon on the Home Page!

Photo credit scoobymoo via flickr

Build It, Grow it, Improve it

This post has been on the to-do list for months, but a recent conversation with the president of a small business declared to me that it was time to git ‘r done!

This SMB Exec has been working on a new and improved Web Site.

Actually they have been working on it for a very, very long time. And even though this new Web Site is not even live yet, he is already planning to redo all the design.

So, How Long Will That New, New Web Site Take?

I don’t know – plain and simple

So what we have here is a new Web Site that no one has seen. And no one will see until it reaches its ‘2.0′ version.

What’s Next Version 3.0?

Now the historical part, Mark Gould at Enlightened Tradition pointed me to John Gruber’s blog.

The article deals deals primarily with the R&D and design stage of product development (Apples’ iPhone in this case) But it i is a valid concern for all parts of IT, including SMB Web Sites;

Start with something simple and build it, grow it, improve it, steadily over time. Evolve it.

The SMB Takeaway

Get it out there, build on it, improve it.

But there is no point in trying to wait for that one vague future day that everything is perfect. It won’t happen

You can get updates to this blog by clicking the RSS icon on the Home Page!

On-line Backup – Speed Bumps

I previously wrote about some of the due diligence questions to look at on looking at hosted, on-line backups.

Michael Krigsman at ZDnet has some personal observations from experience on that very topic.

You can get updates to this blog by clicking the RSS icon on the Home Page!

Photo Credit gwen via flickr

SPAM Exists, Get Over It

In the “old days”, circa 10 years ago, to avoid E-Mail SPAM you bought anti-spam software and your IT staff would spend hours tweaking the rules that the software used to decide what to block (and what not to block).

These filtering rules got pretty complex, as spammers quickly learned not to use a pure word. You probably have seen SPAM emails with misspellings this in the title; Viagra, V1@gr@, vi@6ra .. you get the idea.

The trick was to build filters that would catch as much of that crap as possible, but without stopping the legitimate e-mail.

Today?

Anti-spam tools now are mature and can be contracted out to service providers for about 2 bucks per person per month. These tools are now mathematically driven and rarely (but still occasionally!) block legitimate e-mail.

The point is; there is no excuse any more for your staff to wade through through hundreds of SPAM emails looking for the few that are not SPAM.

You can get updates to this blog by clicking the RSS icon on the Home Page!

Published; The Hard Questions For Your Tech Team

Thanks to Jim and Ian, Canadian Business Magazines entrepreneur supplement PROFIT published another article by me on asking the pointed questions that ensure you are getting the most value out of your IT Staff or suppliers

The column is for growing business owners, ‘C’ level execs and managers, and briefly covers;

* How quickly can we fix breakdowns?

* What’s our long-term plan?

* How are we managing our tech spending?

* What will we do if a tech disaster strikes?

* How are we using technology to boost productivity?

The full column is here!

You can get updates to this blog by clicking the RSS icon on the Home Page!

1 Simple Way to Never Miss That Sales Team E-Mail

Marketing expert Seth Godin has a brief  rant post regarding his frustration at being unable to contact the sales teams at several organizations via an e-mail address.

After searching for that type of product or service, he found the web sites of some businesses that met his criteria. Next step, Mr. Godin starts looking for some pricing information, and…. was having difficulty finding a way to contact the business sales team to get that information!

Yes, as a SME, your Web Site must have the Contact page within 1 click of every page, and I am going to assume that your business would not give Mr. Godin that same problem. I know that your Contact Us page clearly  gives your sales@ e-mail address, your phone number, the works.

What I wanted to expand upon a little, is  how you can ensure that those critical e-mails coming from people who actually found your Web Site actually get monitored by more than one person.

Which of these methods do you currently do?

If you are like many businesses in the SME space, these critical functional e-mail addresses usually work as follows;

* Someone is assigned to manually check an e-mail in box for sales@yourcompany.com. (probably others such as HR@, info@ too)

* Or perhaps one individual has an e-mail alias (secondary address) for this functional sales@ account.

The Problem?

Those methods both require humans and are prone to error.

First; an individual is assigned to do the e-mail check. If that individual is sick one day – will someone know to take on that task? Or will that sales request languish until the one person responsible returns?

Secondly, in the second example, where the e-mail is assigned as an alias, again human intervention is required. Does someone check that e-mail if that individual is sick, or on vacation? How about if that individual leaves your business? that alias must be transferred to somebody else. If you forget to do that, any e-mail saying; ..we need your product tomorrow! is gone to that great computer in the sky.

The Other Option: The Distribution List

Using Distribution Lists is a far more effective, less error prone method of dealing with those critical  sales@yourcompany.com and other functional (eg. HR@, info@) e-mail addresses.

This does assume that you are using an e-mail platform that supports creating these distribution lists. (some Web Only E-Mail programs may not) But rather than relying on one individual to look for these important e-mails, create a a Distribution List (the exact steps will vary depending on your e-mail platform) then assign two or more individuals to that distribution list. In this case all team members assigned to the list will receive that critical e-mail.

With some mail servers, you can even have a central copy of that e-mail stored in a common public folder before the distribution list sends copies to all memebers of the list. This gives you a permanent copy of that e-mail.

The SMB Takeaway

I know you have great people, but if one individual has been checking that sales email address for years, I guarantee that it will be easy to forget that a plan B must exist if that individual is away.

That individual can still be the primary person to act on all email coming in through your distribution list, but since the backup individual automatically gets a copy – they cannot forget that they are that human backup!

You can get updates to this blog by clicking the RSS icon on the Home Page!

Real SMB IT: Hardware And That Damn Morning Coffee

Let me paint a picture of two scenarios here, if they have not happened to you yet, buy a lottery ticket, because sooner or later, they will!

Scenario Number 1!

It is too early in the morning, but you manage to pour yourself that coffee, sit down at your desk, and promptly spill that coffee all over your notebook keyboard.

Scenario Number 2!

It is still too early in the morning, you still manage to pour yourself that coffee, power up your computer…. and meet;

a) a black screen
b) a blue screen saying something along the lines of BOOT ERROR KERNEL FAULT IN MPORTDRV.SYS
c) Maniacal laughter as your PC grinds to a digital halt

OK, so number three was exaggerated, but the first two were not!

As an owner or manager of a smaller business, I am sure that your technology service provider set up a server for you. They probably handed some backup tapes to whom ever is sitting closest to the server as well!

But are you actually using that server?

Or are those proposals, invoices, and reports just sitting on each persons computer or notebook?

uh huh??

You probably have most of them on your machine right?

The SMB Takeaway

Your Tech Services provider may have set up your server to back up all your data, but most likely they did not set it up to back up data on every individuals personal computer!

And if your data is not on that server when the coffee meets the notebook keyboard….

Good luck with any data recovery.

Even if you travel a lot and absolutely need your data, every few days make sure that you at least make a copy of it on your server. If your machine dies, at least you have something!

An ounce of prevention….

You can get updates to this blog by clicking the RSS icon on the Home Page!

Photo Credit cathyse97 via flickr

Real SMB IT: Do you know who your web developer is?

OK, it sounds like a ridiculous question!

But lets look at this seriously for a moment. At some time in the past you hired a firm to build a Web Site for you. Unfortunately you have not touched it in years.

Perhaps from reading this blog (OK, most likely because one of your peers or staffers convinced you) you realize that it it is time to give that poor old Web Site a face lift.

So! where do we start?

Well, if you are like most SME’s, your Web Site is probably hosted with a third party hosting provider.

Great, who is that provider? and where?

Next, modifying that Web Site needs a log in ID and password, do you have it?

If there is some custom code using Flash or other products, do you have that source code?

Your Web Site, You Own It!

Lets back up a bit.

When you do printed brochures or marketing materials, do you maintain the original copy so that you can you can use any print shop? or are you hostage to one print shop that has all of your proofs?

I doubt it is option number 2.

So consider this a list of the key pieces you need to maintain and monitor when dealing with contractors on Web Site work.

* The web hosting provider must be chosen by you. Sure you can go with a recommendation, but the account is yours. The contact information is yours. Do not allow any contracting firm to just say that they will host it for you.

* Your domain name, or Web address is yours. You must own it, you must get the notification e-mails when it needs renewing, your name must appear on the contact information for it. Again, your contractors name and contact information must not be there. They do  not own or supply that domain name.

* Your contract with a Web design firm must clearly state that they are only contractors and that the data and code and Web Site content belongs to you.

* Your Web design firm must provide you with the source code for all work done on the Web Site. If that contractor is not meeting your expectations, you are free to take your business to another contractor.

* If they place pictures or video on the Web site, either you must provide them, or they must provide proof that the image is not a stolen copyrighted image.

The SMB Takeaway

Contracting for Web site creation is no different than contracting to have your kitchen remodeled. The contractor does not own your kitchen, you do.

Your Web site is no different.

Where Is Your Planning Horizon? (Part 2)

In part 1 of this post, I outlined how ‘C’ level executives and managers in the small to medium enterprise need to ensure that their senior IT leaders (internal or outsourced) are considering long and medium term planning horizons, not just short term planning, which is the specific, immediate actions required for particular results.

Often longer term planning can be difficult, because it will always be a moving target. (I have changed my own long term planning goals twice in the last 18 months or so) Despite being a moving target, get away from the what if.. or you will never get any planning goals off the ground.

Your IT planning has to balance the long term of where you want to be vs. the day by day steps that get you to that goal.

One Without The Other?

Does not work!

With no long term planning, short and medium term planning has no goal. No end game. No target that you are trying to aim for. And with only long term planning, you get stuck vague ideals about a perfect future – but with no immediate deliverables to begin setting you on that road. (like the old saying; if you do not know where you are going, any road will get you there)

And yes! your long term plans will probably change, be aware of it, and adjust as necessary.

In part 1 I promised to give a real world example, so here it is!

After joining my organization n the fall of 2007, I realized that our IT cost structure was way out of whack.

So easily enough my long term plan was to reduce our IT cost by at least 50%

The short term and medium term plans to get to that goal included multiple tasks, some of these were relatively easy to implement, and others that were more difficult. Examples include;

* Improving purchase approvals,processes and supplier agreements

* Improving IT costing

* Consolidating four database servers down to one

* Consolidating five application servers down to three

* Improving budget and trend analysis

You get the idea!

Some of these tasks took a lot of planning and time (eg, you can’t just pick up and move a database from one server to another – trust me on that – applications will break, software code needs to modified, etc etc)

In the interest of full disclosure, I cannot take credit for all cost reductions we achieved as our B2B customer base started feeling the pain of our current economic meltdown long before the press started talking about the recession word. When they closed their wallets, many growth and spending plans had to be shelved.

The Long Term Planning Change

OK, so my first long term plan was cutting IT costs. By middle to late 2008, the market that we call SaaS, (Software as a service)and  PaaS (platform as a service) had begun to mature.

For me? maintaining database servers and application servers are not our core competency.So my long term planning has evolved into identifying if we can successfully leverage those technologies.

The SMB Takeaway

Yes, the future is unknown, and unknowable. But that is not excuse to avoid planning for where you believe you need to be. You may modify, you may tweak, you may adjust.

In fact you may rip out and replace the whole plan.

Do it anyway!

You can get updates to this blog by clicking the RSS icon on the Home Page!

Photo credit coincoyote via flickr

Real SMB IT: Asking Why?

I admit that I have talked a lot about ITIL on this blog. But I want to re-iterate, as a small to medium enterprise, do you need ITIL to improve IT reliability and service levels?

The easy answer is No.

ITIL is one possible framework, but simply borrowing the Toyota Production Systems Why? question until you reach a root cause of IT service or asset failure will begin to demonstrate the power of digging deeper into the root cause of IT Service outages and failures.

It Ain’t Fixed Until You Know Why!

I am confident that as owners or managers in the SME space you have seen this;

You: The accountant can’t print

IT: OK, the accountant can print now

Umm,Sure.

Sure, you definitely want IT related issues and problems resolved rapidly. But it is important to understand that rapidly must be balanced by  permanently. And to get to permanently you need to understand and document what the root cause of the problem was.

Understanding these root causes will also assist in removing and identifying repetitive problems (which I will elaborate on in a later post)

Simply asking the Why? will begin to demonstrate the root cause of what caused the original service failure or complaint. The key is to keep asking Why? until the answers become outside of your scope of control. In many cases one single Why? will give you the answer, in other cases a few more may be required.

Take a look at how identifying the root cause can really demonstrate the contextual differences on a particular IT Service Incident or failure;

Using the same example as above, after digging into the root cause of the can’t print complaint, the root cause end results could could be;

* Improving Training

You, The accountant can’t print

IT: OK, the accountant can print now

You: Why could the accountant not print?

IT: The new version of that software requires you to set the printer to landscape mode first

The Lesson Learned: if this is your only accountant, you know that this issue will be very unlikely to re-occur, or if you have many, that a simple training exercise will eliminate further incidents of the same kind.

* Poor Internal Processes

You, The accountant can’t print

IT: OK, the accountant can print now

You: Why could the accountant not print?

IT: The toner was out

You: Why was the toner out?

IT: Nobody knew it was the last one, we had to order more

The Lesson Learned: you know in this case that the next logical Why? is the assertion that no one monitors toner stock. So again our cause and effect demonstrates that if we improve how we stock, manage, and install these printer consumables, we are unlikely to see this incident again.

* IT Trend and Cost Analysis

You, The accountant can’t print

IT: OK, the accountant can print now

You: Why could the accountant not print?

IT: The printer jams repeatedly, accounting is still using that 8 year old printer, the service contractor told us last year that repairing the thing was more expensive than buying a new one

The Lesson Learned: This cause and effect points out one of two things, if the printer is that old and not fixable, you either invest in replacing it, or determine that the effort to manually fix that jam when it happens is a price you are willing to pay.

The SMB Takeaway

I hope this demonstrates the importance of identifying the root cause of IT incidents and failures. There is a second benefit as well that details with perception, that will be coming soon to a Dime A Dozen post near you!

You can get updates to this blog by clicking the RSS icon on the Home Page!

Photo Credit Margaret Anne Clarke via flickr