Improve IT Innovation at Your Business

Can your IT professionals give your business a competitive advantage over your competition?

Christopher O’Malley, CEO of Nimsoft and Computerworld contributor, thinks so. In his article, Stimulating IT Innovation, O’Malley argues that IT is no longer a system-delivery support arm of your business. Rather, IT is the most likely source of your industry’s next great technology-driven innovation.

How can you foster innovation at your business? O’Malley lists three suggestions:

1. Ask: Encourage IT professionals to bring new ideas on how technology can improve ongoing operations and processes to the table.
2. Recognize: Give IT professionals that offer ideas credit, and publicly acknowledge their insights.
3. Reward: Offer incentive for ideas that deliver powerful, positive results for the organization.

Teaser: Stay tuned for our upcoming ebook on this topic.

Advanced Wi-Fi Technology

In his Entrepreneur.com article, Three Technologies That Will Change the Way You Use Wi-Fi, Stewart Wolpin (@StewartWolpin) predicts that recent advancements in Wi-Fi technologies will evolve to better how businesses and remote employees stay connected.

1. Mobile Connectivity: The GSMA and Wireless Broadband Alliance are working on an initiative that will create a network of Passpoint-certified Wi-Fi hotspots. If your smartphone and tablet is in range of one of these hotspots and is Passpoint compliant, it will automatically connect to a safe, secure Wi-Fi signal without you having to remember a password or go through a sign-in process—easing pain points of mobility and business travel.
2. Faster Wi-Fi Speed: “Gigabit” is a 5G Wi-Fi that is expected to offer speeds up to 1300 Mbps, which is potentially 1,000 times faster than 4G.
3. Wi-Fi Access: “Super Wi-Fi” is a router that can transmit a Wi-Fi signal up to five times farther than today’s standard router. How? Channeling unused TV white space. In other words, one of these routers can transmit a Wi-Fi signal accessible from thousands of feet away, instead of merely a couple hundred feet away.

Check out the full article for more on how Wolpin believes these technologies will affect businesses and global Internet access, as well as when they will likely be available.

Related Post: Check out our recent post—“What To Do When Your Internet Goes Down—A Small Business Technology Action Plan.”

Fan of Shortcuts?

For those businesses testing Microsoft’s Windows 8 or thinking about upgrading when the operating system becomes available, Steve Clayton from the blog “Next At Microsoft” found the following video that shows the various keyboard and mouse shortcuts available for Windows 8.

Clayton also posted a link to a PDF download that lists all the keyboard shortcut commands for Windows 8.

Share Your Favorites

What were some of the other interesting small business and technology articles you found this month? Please share them in the comments below.

This is the first of our monthly blog series—Small Business Technology Action Plan—that centers on solutions for common small business IT challenges. Posts will outline actionable steps small businesses can take to resolve these technology issues. Subscribe to our blog to catch the latest post.

The Internet is essential for today’s business. In fact, the FCC reports that two-thirds of U.S. small businesses rely on broadband Internet for day-to-day operations, including communication, research, monitoring, collaboration, and sometimes phone (VOIP).

With this type of reliance, productivity and business processes can halt when the broadband Internet in your office goes down.

In this post, we’ll look at what can cause your Internet to go down, and detail the process you should follow to get your business online as quickly as possible.

3 Likely Causes of Internet Issues

Typically, Internet issues can be traced back to one of three sources:

1. Hardware and software, including the modem/router, firewall and DNS/DCHP.
2. The “last mile,” or the wiring between your office building and Internet service provider (ISP).
3. The Internet service itself.

The modem/router and firewall software will be located within your office building, and are maintained by your internal IT manager or IT firm. The “last mile” and Internet service are managed by your ISP, which in Northeast Ohio will likely be Cox Cable, Time Warner or AT&T. Isolating the problem then knowing who is responsible is good background information to have for your fix.

Following is the recommended process to troubleshoot and resolve your Internet problems.

3-Step Process to Troubleshoot and Resolve Internet Problems

Step 1: Reboot the Modem/Router

In essence, modems/routers are little computers with their own internal memories and processors. As with standard computers, sometimes these devices freeze and need to be rebooted.

Our experience finds that about 80 percent of Internet issues are caused by a modem/router. Fortunately, resolving these issues only takes a couple minutes and does not require specialized support. To reboot your system, simply:

• Unplug the modem/router.
• Wait 20-30 seconds, and then plug them back in.
• Give them 30 seconds to boot up, and then test the Internet by opening a browser window and visiting a site that is sure to be live, such as Google.com or Amazon.com.

If problems persist, proceed to Step 2.

Step 2: Reboot the Firewall

A firewall is designed to protect your network from unauthorized transmissions based on a specific set of rules. Similar to the modem/router, firewalls can also freeze and require rebooting.

Unfortunately, the firewall rebooting process is more complicated than rebooting the modem/router, and it varies based on the type of firewall you’re using. Work with your IT manager or an IT provider to reboot these programs. If Internet remains down, proceed to Step 3.

Step 3: Call Your ISP

If rebooting your system has not resolved your Internet outage, the issue is likely outside of your control and needs the attention of your ISP.

HELPFUL TIP: Have your ISP’s phone number and account number posted next to the modem/router for quick access.

To expedite this call, explain what you’ve already done to remedy the problem (Steps 1 and 2), as the ISP’s first step will be to ask you to reset your modem/router and firewalls.

From here, the representative should ping different parts of the network to isolate the issue. If your ISP cannot resolve the problem remotely, it will dispatch a service technician, which can take a couple hours or days depending on the availability of support personnel.

What Then?

Call your IT professional—often it is best to attack an Internet issue from multiple angles. An IT professional may be able to confirm the cause of the issue, and then offer solutions that can get your business back online faster.

In the meantime, if your business lends itself to employees working remotely, now would be a good time to release them to a location with broadband access so they can remain productive.

If you haven’t integrated remote access technologies, this may be the catalyst to start the discussion with your IT provider.

How have you resolved Internet outages in your small business? Do you have a backup plan in place? Please share any helpful tips in the comments below.

This post provides an overview on the types of remote access technologies available for small businesses, as well as discussion points and considerations when mapping out your remote access strategy.

What Types of Remote Access Are Available?

Web-Access—Cloud-based platform-as-a-service (PaaS) technologies can virtually host your business programs and applications, which offers employees access via any secure, standard web browser. Web-based remote access offers small businesses the easiest way to integrate virtualized integration and configuration into everyday processes.

• Typical Applications: Email, customer relationship managers (CRMs), and collaboration tools.
• Examples: SalesForce or Google Apps (sign in for access to documents, calendar, email, etc.)

Remote Desktop Control—Enable individuals to use one device (such as a computer, tablet or smartphone) to interact with a remote computer as if the user were sitting in front of it.

• Typical Applications: Display a remote computer’s desktop, run native programs, access hard drive and server files, and work with documents.
• Examples: GoToMyPC, LogMeIn and pcAnywhere.

Virtual Private Network (VPN)—Establish a secure tunnel between remote devices and your company’s network. VPNs are the most secure of remote access technologies.

• Typical Applications: Remote access to printers, databases, files, and multiple organizational servers and networks.
• Examples: Citrix and Cisco offer VPN solutions, which are typically set up and customized for individual businesses by an IT provider.

Remote Access Selection Criteria and Considerations

As Mathew McKenzie argues in “Inside Remote Access,” remote access software covers a range of products, services, licenses and pricing models. Talking through these details and more with your trusted IT provider beforehand can save time and headaches later on.

Specifically, work closely with your IT provider to discuss details of the following:

• Applications—Determine which programs, networks, files and databases employees need remote access to, as different applications lend themselves better to different types of remote access. For example, a flat, database-driven application—such as Quickbooks and Microsoft Access—perform better through a remote desktop application compared to a VPN.
• Security Requirements—Remote access products create windows into your network, which if left unguarded can leave you open to attack. Review existing security infrastructure, including firewalls and anti-virus software, to ensure all the necessary security is in place.
• End-User Segmentation—The remote access technology you choose should allow for end-user segmentation because your marketing intern should not have the same access to files and programs as your CFO.
• Control—One of the greatest remote access security threats companies face is a disgruntled employee. Your selection must offer the ability to immediately cut off an employee’s access if they are suspected of tampering.
• Employee Training—To ensure proper use and the ongoing safety of your data, work with an IT consultant to put training sessions in place that continually educate employees on new technologies and proper use. This   safeguards remote access programs, processes and information from prying eyes or hackers. To start, provide employees with training on using passwords that are difficult to crack.

When integrating any new technology into your small business infrastructure, the most important thing you should do is talk to your IT provider. Take the time to make sure remote access technologies will integrate seamlessly with your existing infrastructure, and take steps to upgrade where necessary.

By going through this process up front, you’ll be better positioned to maximize the impact these technologies can have on your business.

What are your challenges with remote access technologies? Please share them with us in the comments, or contact us at 216-255-6300.

As small business owners build out or update office infrastructure, they face the decision of whether to buy Mac or PC computers. During this decision, it is important that you restrain your inner Apple fan-boy—he’ll cloud your judgment. Below, I’ve outlined what I believe to be the three most compelling businesses cases that support the purchase of PCs over Macs: price, support and applications.
Full disclosure: Acroment is a Microsoft Certified Partner and does not offer Apple technology or support.

1. Competitive Pricing

Apple has always charged the premium for its products, boosting it to become the most valuable company in the world. Unfortunately for many small businesses, premium pricing is what puts Apple’s technology out of reach.

“We would love to have a ton of Apple products in the office, but in reality, they are just too expensive to purchase and upkeep. When it comes down to it, we can successfully run all our business operations through PCs.” —Ian Aronovich, CEO of GovernmentAuctions.org in the Inc. article, Is Your Business a Mac or a PC?

Case in point: if you compare two similar laptop computers in terms of screen size, memory, hard-drive space and warranty, the cost savings from a PC is clear. The comparison below looks at manufacturer pricing:

Now, multiply this cost difference across dozens, or even hundreds of computers. PCs make more fiscal sense for small businesses, especially those on tight budgets.

2. Greater Technical Support Options Available

PCs have a greater share of the business-computer market than Macs—in Nov. 2011, Mac’s made up 5.2% of total world market share (a 15-year high).

As you would expect, the availability of qualified support professionals mirrors this difference. A Google Maps search for Cleveland computer support shows PC support out numbers Mac support by more than 4 to 1:

• “Cleveland PC Computer Support”—697 results
• “Cleveland Mac Computer Support”—162 results

PC owners have the advantage, as neither PCs nor Macs are immune from technical troubles. Troubleshooting and resolving issues takes time, which many small business owners and employees just don’t have. As small business owners know, access to qualified IT support professionals is essential in getting your employees back up and productive as quickly as possible.

3. Available Business Applications

Before choosing Mac or PC, understand the impact for applications critical to your business—there are often a few unavailable for Macs, or at the least, available with less functionality.

For example, CNet users gave Microsoft Office for Mac 2 out of 5 stars, while PCmag.com reviewers voiced similar dislike for the software despite a positive overall review by the publication. Other applications may be only available on Windows machines.

Available software—like Boot Camp, Parallels Desktop for Mac, or other virtual desktop programs—can virtually turn your PC into a Mac. Unfortunately, this software is an additional expense, challenging to install and requires significant hard-drive space.

“Without a question, these cross-platform tools can be useful for occasional use of PC-based programs on Apple equipment. But keep in mind that the cost in time, equipment, software and training won’t be trivial. Unfortunately, the frustrating, bipolar Mac-PC relationship still remains somewhat polarized.”

—Jonathan Blum,

How to Run Business Software Between Macs and PCs, Entrepreneur

Conclusion

When customers ask us which computers they should choose, we almost always recommend PCs. I’m a fan of Apple, and I believe they make great products. However, until prices are competitive, support is more readily available and all programs are created equal, I side with my buddy PC when it comes to computer selection for small businesses.

Roku was cool at first because I could quickly access movies without the hassle of wiring my computer to my TV, which if you’re like me is the last thing you want to do before you relax. However, I wasn’t thrilled with the list of available content accessible through the device (Amazon Prime content is sparse and I couldn’t access my iTunes content). So recently, I ditched my Roku and purchased the Apple TV 2.

Why did I switch to Apple TV?

• Brighter Future—I believe the war over Internet TV devices will be won by the companies that offer the best content. While Apple’s network isn’t jaw-dropping, the company has already proven it knows its way around licensing digital content. For example, when was the last time you bought a physical CD? I suspect the same will be true of DVDs in the near future.
• Purchase or Rent Video—Through the iTunes store, I can rent or purchase an array of movies, TV shows and additional online content. I’ve stopped buying physical DVDs, and instead I plan on renting or buying all digital copies moving forward.
• Apple AirPlay—We are an all-Apple household. Using features built into our other Apple devices, Apple TV and AirPlay enable us to access iTunes content—including TV shows, movies, pictures and music—from any room in the house. We can now watch the same show in different rooms, and control the playback using our iPhones’ “remote” app. (This  Airplay Demo is what sold me on Apple’s home media system.)

Should you run out and buy one?

If you already use iTunes, and have an iPod Touch, iPad and/or iPhone—absolutely. At $100 (plus the $10-$99 for an HDMI cable), I would consider this a “low-risk” device. If you aren’t happy with it, you aren’t necessarily taking a huge financial hit, not to mention Apple devices have a good resale market (on sites like eBay or Craigslist). With AppleTVs in the living room and bed room, we can now enjoy our growing library of digial content from any room in the house. In short order, I may ditch my Blu-Ray player as well!

Saddly, I cannot watch Hulu Plus or HBO Go content from my AppleTV and having those options in the future may be unlikely because Apple sells subscriptions to that content through its iTunes service – but I am certain that the content library will only grow with time. For my TV viewing habbits, AppleTV isn’t a cableTV-killer, but for others it may be.

If you choose to purchase an Apple TV, one of the first things I recommend that you do is to gather the family into the living room and “watch” your digital photo albums on the TV (using AirPlay from your iPhone for example). I never thought about doing this until we tried it last weekend. The entire family had a great time, and it sure beat the pants off my parent’s old 35MM slide projector.

Smartphones are essential for today’s workforce. They provide employees with the freedom and flexibility to access email, files and applications, get directions, engage on social media, and of course make phone calls.

A common question we get from small business owners purchasing mobile phones for their employees—including top executives and a mobile sales force—is, “What mobile phone should I buy?” Depending on the industry you’re in, the answer is simple—whichever one you like the most.

Apple, Android, Blackberry and Windows are fairly comparable in what they can do, from email access, contact syncing, applications and mobile browsing. In addition, the major wireless networks (i.e. AT&T, Verizon, Sprint) support most smartphones, so you don’t need to base your decision on one network over another.

So what should you pay attention to when looking for a smartphone for your small business? Below we’ve outlined three factors to consider:

1. Usability of Business-Critical Applications

“Almost one-third (30%) of small businesses surveyed use mobile apps for their business, with the key reasons being to save time, increase productivity and reduce costs.” (Source: Wireless and Mobile News)

Audit the programs and applications essential to your business; specifically focusing on those to which mobile employees will need to have regular access. This will include email, calendars, instant messenger, file and note sharing, customer relationship manager (CRM), and directions.

While most smartphone platforms will offer apps for programs, not all offer the same level of usability or compatibility. Read online reviews, look at ratings in application marketplaces, and talk to IT professionals you know and trust to determine how functional and easy-to-use these apps actually are.

2. Satisfies Security Requirements

For most businesses, the standard security features offered by most smartphones— including data encryption, password protection and the ability to remotely wipe the phone if lost or stolen—are adequate.

However, if yours is a regulated industry—like healthcare, insurance, finance or legal—you will need to satisfy regulatory compliance for privacy on any device that has access to compliance-protected data.

“If you want managed devices, you really only have one choice, which is Blackberry as RIM supports more than 450 policies,” according to Ted Schalder, vice president and principal analyst at Forrester Research. (Source: Inc.)

Blackberry’s Enterprise solution has earned approval for storing and transmitting sensitive data from a number of government organizations, including the National Institute of Standards and Technology (NIST) and the North American Treaty Organization (NATO). (Source: Blackberry.com)

3. Sufficient Battery Life

Look for smartphones that offer extended battery life. Battery life becomes a serious issue for those employees on the road with limited access to power outlets. These employees use their phones for everything, including phone calls, email, pulling large amounts of data, directions, music, apps, pictures, video, etc.

“Because of all of its features and integrated wireless radios, smartphones can consume a lot of power, and the last thing you need is to be on the road or at a trade show and there’s only one bar left,” said Scott Steinberg, publisher of Digital Trends. (Source: Inc.)

For tips on how to preserve a smartphone’s battery life, check out this slide presentation from the Huffington Post—Smartphone Battery Life Tips: 12 Tricks to Make Your Device Last Longer.

Ask Questions and Test For Yourself

The best way to determine which smartphone is right for your organization is to ask friends, colleagues and trusted IT professionals. Ask what they like, and what they hate about their smartphone. If they’re willing, ask if they would let you play around with it so you can get a feel for how it operates.

Next, buy one and test performance, usability and compatibility. (Note that most smartphone providers offer 30-day money back guarantees that make this possible.)

Sync the device with your business-critical applications, test its battery life, and evaluate its processing speeds, user interface and app performance. Reset the device to erase any settings, passwords or files you may have stored on it if it’s not a fit for your small business.

At the end of the day, the smartphone you choose has to work for your business and employees. Avoid buying the “latest and greatest” for your team if it doesn’t fit with the business and will go unused.

Questions about smartphones? Please leave your questions in the comments section, or contact me directly at 216.255.6300.

The cloud is here to stay. So when does it make sense to integrate your small business with cloud-based technology? This post examines three powerful business cases for the cloud:

1. Growth and Expansion

In its Special Publication 800-145, the National Institute of Standards and Technology (NIST) defines cloud computing as “a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g. networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction.”

For small businesses poised to grow, this definition translates to easily deployable networks, server space, applications and services that you pay for as you use. The cloud limits the burden of upfront investment in expensive hardware, software and maintenance that may go unused until needed, potentially months or years. It frees small business owners to invest that funding in other areas to support business growth.

2. Mobile Workforce

Technologies like smartphones, tablets and laptops give your workforce flexibility when it comes to where and when they work. In fact, according to Mashable, 3 out of 5 workers say they do not need to be in the office to be productive.

Maintaining a collaborative, connected and secure mobile workforce is made easier with the cloud. The cloud offers services that promote secure group discussions, messaging, file sharing, and meetings, as well as provides access to contact management systems and specialized applications. Because cloud services are typically browser- or app-based, mobile workers can access them anywhere and anytime, via a secured Internet connection.

In addition, the cloud simplifies technology management by giving your IT firm or professional one portal from which to diagnose issues, make upgrades, and install new security features. All changes are then reflected on all end-user devices instantly, eliminating the time-consuming task of updating each user’s technology individually.

3. Technology Refresh

All technology requires regular updates, ongoing maintenance and the occasional upgrade to newer, faster products—a heavy ongoing expense for any size business. The cloud puts ongoing technology maintenance and upgrades in the hands of your provider. Your only expense is their fee, which includes management, usage and access.

According to Forbes, a “Deloitte study confirmed that cloud deployments delivered greater investment returns with a shorter payback period when compared to the traditional on-premise delivery option.”

If your small business is at a point where it needs to upgrade or invest in new technologies, this is the perfect opportunity to begin investigating possible cloud solutions.

Start Your Integration with the Cloud

To get started, open a dialogue with your IT professional or firm, and work together to ensure you are considering all aspects of integration, including but not limited to:

• Business objectives and potential impacts
• Cost analysis
• Service provider selection
• Implementation—cover everything from security and storage, to interoperability and a detailed service level agreement (SLA)

The more thorough your planning and preparation, the more your business will benefit.

Questions about how the cloud can benefit your small business? Please leave your questions in the comments section, or contact me directly at 216.255.6300.

On one hand, it’s likely your business is big enough to benefit from having a full-time, dedicated IT professional on staff responsible for the ongoing management of your technology infrastructure. On the other hand, your business is still small enough where technology can be effectively outsourced to an IT firm, which provides access to a wider range of experience at a more cost-effective rate.

To help in making the right decision for your small business, we’ve compiled some key points to think about when weighing the two options.

In-House IT Management

Hiring an IT professional is a significant commitment, so before bringing someone on staff, consider the following:

• Competitive Compensation—A one-employee IT department requires a professional that has a breadth of experience and is well versed in many IT specialties—including networking, mobility, hardware, licensing, data storage, virtualization and cloud options—and also has specific expertise/certification for your current systems. According to Salary.com, median salary for an IT Manager in Cleveland is $108,489 (note that this does not include benefits). Hiring a less qualified professional may cost less, but sacrifices valuable experiences that in the end may cost you in technology efficiency and employee productivity.
• Career Opportunities—A big draw for top talent is the opportunity for advancement. For IT professionals, one of the bigger selling points on taking a position with a small business is the chance to get in at the ground floor and help build the business. Consider the IT career path you offer and whether or not it gives professionals the opportunity to impact growth and innovation. If not, prepare for possible turnover.
• Additional Support Needs—Even a highly proficient IT professional will not be an expert on everything. He or she will need occasional support and training to fill knowledge gaps, collaborate on optimal solutions, and lend a hand during technology refreshes, upgrades or system failures. Plan additional budget for contracting with a consultant or IT firm for major projects or obstacles.
• Productivity—Because an IT professional will be immersed in your technology daily, and can quickly and proactively make fixes or updates, there may be stretches where they have little work to do. Prior to hiring, ensure that there is a consistent flow of projects and ongoing tasks that will keep the employee productive and efficient.

Outsourced IT Management

While less of a commitment than hiring, finding an IT firm that will offer the expertise, attention and quality of service your business requires can be a challenge. Before contracting with a firm, consider the following:

• Established Processes—The IT firm you choose should have established processes based on best industry practices. For example, server installation and Internet connection setup is a fairly standard project. The firm you work with should have specific processes for this type of routine work that they’ve honed over the years. Lack of a process will lead to inefficiencies, which you’ll pay for in the end.
• Transparency—The relationship with your IT firm should be one of open communication. At no point should you be left to wonder what the firm did for you throughout a month. Ask potential partners if they share activity reports detailing what tasks where completed and when they were done. A confident firm that provides value will not fear transparency.
• Wide Range of Experience & Expertise—One of the benefits of working with an IT firm is that you are employing a team. To be an advantage to your small business, this team needs to have a breadth of expertise and many years of experience. Look for a firm that employs professionals of diverse backgrounds—from corporate IT management to recent college graduates—has certifications relevant to your technology, and a variety of skill sets.
• Internal Champions—Being offsite, there will be times where a fix will require the support of someone internally who understands technology enough to follow your IT firm’s direction. To properly support your partner, make sure you have an internal IT champion on staff, or that someone is willing to take on the role.

Recommendation: Seek Counsel

Before making a decision one way or the other, reach out to several trusted IT resources, such as colleagues, partners, technology vendors, consulting firms and forums. Ask for their opinion and recommendations. Also, talk to fellow entrepreneurs or business leaders at organizations similar to yours, and ask about their approach to IT.

One other aspect to remember is that this decision does not have to be one or the other. For some small businesses, especially those with a product or service based in technology, it can make sense to hire an IT manager AND contract with an IT firm. Take the time to fully understand your needs and goals, and what others have done, and then bring in the IT support best suited to help.

What are your major considerations in choosing to hire an IT manager or outsourcing support? Please share your questions and concerns in the comments below. I’ll be happy to offer guidance.

In the coming weeks/months we are looking to add as many as 4 new technicians to our managed services team as a Helpdesk Technician with the opportunity to learn from our skilled staff and gain valuable experience.

Please spread the word and share this job posting with anyone you know who may be interested!

http://www.acroment.com/about/careers/helpdesk/

At Acroment we value our customer above all else.  In addition to providing outstanding IT support we strive to be a valued IT partner.  One of those partners, Aetna Plastics – http://www.aetnaplastics.com/ – is celebrating their 65th anniversary and Acroment would like to offer our sincere congratulations on such an amazing accomplishment.

Aetna Plastics was founded in 1946 by Paul Davis as a distributor of plastics materials.  Mr. Davis went on to found the International Association of Plastics Distributors (IAPD) in 1956.  His son Gary Davis took over as president of Aetna Plastics in 1975 and continues to serve in that capacity to present day.

Through the years, Aetna Plastics has continued to grow through various acquisitions including Vanguard Plastics in 2004 and Pro-Fab Manufacturing in 2007.  Aetna Plastics currently employs 34 individuals and  continues to serve its customers both domestically and internationally.

Please join us in congratulating Aetna Plastics on their outstanding achievement.