My Office Today Blog

Wireless Security Basics

2011-01-24T22:24:03Z

Wireless networks have been around for quite a while now and many think there is nothing new to learn. While that may be true for the most part there is a lot that many people do not understand or simply refuse to be educated about. It only takes a few minutes to set up a wireless network for your office, many of these following items are overlooked or simply ignored. If you want a cord free office then it is worth the time spent to configure a secure wireless network.

Encryption is quite the tangled web for most people, they don't understand it and think that they will never be targeted because who would want inside or on your network. You have a few options, whether to have nothing, WEP, or WPA. WPA is the generally accepted standard nowadays, most wireless routers or access points even have the newer standard of WPA2. This means that you'll have to have a password to get on the network initially and everyone who wishes to gain access will have to have this password so make it tough and different from your other passwords.

Infrastructure is another big question that many people don't understand. This is a matter of why you have wireless access, do you want to use your laptop and smartphone on the network with access to network printers and computers. That scenario would require you to place the router or access point within your network so that it has access to the other computers and networked devices. The opposite scenario would require you to have static IPs that would allow you to divide the networks. This makes sense if you would like your clients to have access to the internet but not to your network. These have big security implications as wireless internet is seen as a requirement for many customers.

SSID Broadcast is an ambiguous term to mean your wireless network name and whether you will tell everyone within range that your network exists. Depending on how private you would like to be this is an important option. If you would like to minimize people attempting to connect to your network this is an easy option to turn off. The downside to turning off the option is that you will need to inform your staff and/or customers of the network name. I have never seen this as a problem because if you are protecting your network with encryption you'll need to tell them the password so what's one more thing to tell them, it's an easy way to add another level of security.

MAC Filtering is a great, useful option that is rarely used by firms. A MAC address is tied specifically to the network card in your computer or smartphone, this is similar to your address for your office, there is only one. You can tell your wireless router or access point to only allow devices who are on the VIP list, everyone else is told to go away and is not allowed access. While this seems like a great method of protection, moderate computer knowledge can fake an address and this filtering is also tedious to manage if you were having clients connect. I would only recommend this if you are using a closed network and do not have new computers or smartphones needing access to the network. While a MAC address can be faked, it is another level of protection that can help prevent nefarious people from tampering with your network.

Firmware update is usually forgotten or ignored when talking about network equipment. If you buy a network device today it may have been made as long as a few years ago, so you should check if there is a firmware update available. What is a firmware update? It is simply a software update, just like your computer, as security changes the software will need to be updated. Don't forget this step, it's easy, it's free and if your security is penetrated because you didn't upgrade then you completely deserved it.

Range is often under calculated meaning that your signal doesn't reach every corner of the office and will drop connectivity. Look before you buy and consider how much you need, you might need to buy a repeater or setup another wireless network depending on how many people will need to connect to the network.

Interference affects your range and can be avoided by planning out where you put the device, almost any other electronic device can interfere with your wireless router or access point. Cordless phones are especially nasty with wireless devices because often they are running on the same frequency which means they're both fighting for room just like the highway at rush hour. Thick or concrete walls and floors will also interfere or more less reduce your effective range. While there is no way to overcome these issues short of knocking them down but if you place them strategically near open doorways or a stairwell it usually helps.

Wireless networking isn't difficult and with a few clicks you can have a secure network and the enjoy the freedom of cutting the cords.

Transitioning into Paperless

2010-12-21T16:29:38Z

Transitioning into Paperless

Our host John talks about how managing documents may be difficult while transitioning into a paperless but it is necessary to keep them organized.

Document Management

2010-12-21T14:00:00Z

Managing documents can be difficult at times, especially when transitioning to a paperless methodology. More and more offices are going into a paperless system; it's difficult to keep documents well organized and manages how those documents will move through our workflow. While it solves some of the challenges of storage and accessibility with physical files, the convenience of the new digital format can be confusing.

Digital files are a lot like physical files, they need filing cabinets and folders. Manually managing and reorganizing folders on a computer can be just as tedious as it is with physical files. Luckily there are a variety of software solutions that can help this, like Office Tools Professional.

When transitioning to a paperless office, it is just as important to develop a system and policy for tracking changes, archiving data, and assigning tasks to documents. Good document management software will have tools designed for exactly that. If a business does not have software available, they will have to rely on a well-organized folder structure and clear communication between staff. If we are used to using stacked trays to move files and responsibilities, it makes sense that we should have a similar software system in place.

Be sure to look at having one system for the following: Storage, workflow and client portal access. If a business tries to blend more than one system you will create excessive management and process that defeats some of the benefits gained by going paperless. With a better understanding of how digital files are stored a business should be able to transition to paperless easier.

Mastering Workflow

2010-12-14T18:44:18Z

Mastering Workflow

Our host John talks about how a solid understanding of processing and organizing can help your staff master workflow.

Workflow

2010-12-14T14:00:00Z

Workflow is something that needs to be mastered. Mastering workflow is just processing and organizing. First you need to understand the process in which everything happens; information comes in, then you determine what it is and last you figure out if it's actionable or not. If it's actionable then look to see if it's something that you can do or if you can delegate the task to someone else. If the item that came in isn't actionable, we will look to see if we file it, store it for reference or simply throw it away.

So many times we miss phone calls or don't return phone calls because the only notice we received, was a sticky note with some chicken scratch on it. Phone calls that come in should be tracked with more consistency than this, like a program that can track and remind you and your staff of tasks to be completed or calls to be returned.

Emails are important in business today, but we get so many that some inevitably get lost in all the noise. After getting emails, they should be archived and organized in a way that makes storing and finding them easier. When everyone keeps their inbox clutter free it makes responding to emails easier and it makes it harder to lose emails.

Digital and paper files basically have the same rules that apply, and both should be stored in one consistent place. All the stored files should be accessible by all staff that will work on them. Without an established system that mirrors our intended workflow policies, our workflow will be less efficient. Going "paperless" can make accessing, assigning, sorting, and organizing these files much easier. Workflow is something that is hard to manage under any circumstances, but with some procedures and the correct software, it can make workflow easier and efficient.

Recapturing Billing Opportunities

2010-11-30T17:51:50Z

Recapturing Billing Opportunities

Our host John talks about retracing your steps to find billing opportunities you can recapture to increase your profit.

How to Speak and Be Heard

2010-11-23T22:38:36Z

Friending, following, replying, wall posts; a constant stream of communication seems to overflowing into our lives. We read magazines, hear radio, watch pundits, everyone is talking about being social and connecting with their audience. As a business we don't have an audience, we have customers, we have clients. We're told we should be on Twitter, Facebook, LinkedIn because we can make more money but more often it seems too good to be true. Often it is. So is there a need to be on social networks and to be involved in social media? Yes, but there is more than just getting online and talking about every mundane moment of your personal and professional life. I'll discuss why you should be involved in social media, what networks you should be on, and what you should be talking about once you're signed up.

Image via CrunchBase

So why should you and your firm be on social networks? There are many reasons such as customer service, sales, client communication, and don't forget about search engine ranking. To assume that many of your clients are not on social networks is very naive. That's not to say that all of your clients are on social networks but many of them are being forced on them either by their occupation or their children. And if your clients are online you should be talking to them, not necessarily directly but keeping your client abreast of what is changing in the industry that might have an affect on them. Also, you have an opportunity to show potential clients how educated and professional you are. Social networks are a great place to connect with people and to show people who you and your firm are. It also helps brand your company in your local area. The fact is that local networking online is huge, very strong, you have an opportunity to meet people that you would not normally have the chance to meet.

There are many networks out there and sometimes this can be the most confusing part, because many people sign up for one network and get overwhelmed thinking that they're going to waste all of their time online. That is very true of many people, they log onto social networks and lose track of all time. This is why it is important to establish a general policy for yourself and your staff members to help limit wasting time online. However, just because the possibility of productivity loss is apparent doesn't mean you should stray from being involved. So what networks should you join? Twitter is a great network for what is called the "real-time internet" the conversation that is going on at this very moment. This would be great for people who want to reach out to people who are talking about how rough of a time they are having with their taxes; a perfect opportunity to help and get a client. Facebook is the largest social network, which is why you should be there. Once you get a profile page you should consider getting a Fan Page for your business. A fan page helps you network with your customers easier as well as giving you slightly more privacy with your profile page. LinkedIn is a social network for business people, many people use LinkedIn as a digital resume but it is much more than a simple resume. LinkedIn has many groups that are very active and can help you be involved either with colleagues or with potential customers. A social network that is usually overlooked is Flickr, a photo sharing network, that allows you to share photos of your firm. The main reason this is overlooked is because many people think that there is nothing photo worthy of sharing from their firm but the reality is that online people want stories told through pictures and text. You can always show office life, pictures from trainings, or even happy customers. This shows that new things are always happening at your office and that you're always striving to help customers. There are many additional social networks available, even ones that are specific for your industry or geographical location. Be an active part of these groups and networks, they will help you just as much and sometimes more than other social networks due to the concentration of the right people on the same network. Many people become overwhelmed with all of the networks, it's important to be a part of all of them to understand how they might best impact your business but it is not mandatory to be active in all of them. Choose which ones best suit your business and get active, talk to others and share relevant information.

Now that you know why you should be involved with social networks and which social networks you should be a part of, I know you're wondering about what to say once you're on there. The first and most requested of every social network is "What are you doing?" This seems like a mundane piece of information and for many it is but if crafted well this can be an ice breaker for people who follow you. You don't need share everything in your day but share worthwhile information to show that you are professional and that you are more than a marketing machine. You should talk about what you do, your passion and your purpose. You don't need to talk about individual clients but you can talk about a client's situation generically as not to disclose your client's identity. By talking about a client's situation you can show your followers how you helped them solve their problems. This not only shows your customer service but your professionalism and your ability. You should talk about who you are, certifications you're working on or ones you've recently renewed. Talk about new segments of your industry you're researching. This shows your followers that you are always working on bettering yourself and your firm as a whole. This speaks loudly to your professionalism and can put your potential clients at ease knowing that you are always working on being in the forefront. You should also share some of your interests, both work related and personal, this shows that you are human, that you care about other things besides your clients' money. It is also important to share information, websites, and blogs that interests not only you but your clients and followers. This will help establish you as a resource for your followers rather than being just another person talking about their business. Don't forget that social networks are permission based, that means you have no control over who follows you, if you come off talking only about your company people may unfollow you. It's much harder to get someone back after they have unfollowed you. Remember, everyone is online trying to make a buck, don't be that person, work on sharing pertinent information that matters to your followers. They are following you for a reason, make it worth their time.

Initially this can be overwhelming and you might think that this isn't worth your time but remember that it will take at least six months to see something of value happen. It is worth your time because more people every day are logging on and hanging out online. You should be there, your competitors are. Take the time, take it one step at a time, don't get lost in social networking, it can suck you in leaving you with nothing accomplished at the end of the day. Establish a few times during the day where you check in and share something of value. As you do it more, the easier it will get and the more value you'll find in it.

(For help with setting up your social media presence contact my firm: Coffee House Ideas)

Recapturing Billing Opportunities

2010-11-23T19:39:17Z

Have you ever wondered if you are not making the most out of your billable time ? Maybe retrace your steps and see if there is a way to recapture billing opportunities.

If a policy is established that accounts for all time in the day, some may find that certain clients that actually end up costing the business more money than they bring in. If accurate daily time keeping is being conducted, a business owner can see what the staff does from 9-5 everyday, find out how much time is spent on administrative time and on billable time. They can also find other important statistics like how much time is spent handling client communication and how much of that time is unaccounted for. This includes both phone calls and emails. These activities tend to take a lot of time and often are overlooked when billing customers for services.

Sometimes it's important to place a value on different tasks, and set goals for efficiency. Say there are a few clients that every time they call, they spend 20 minutes or more on the phone with a staff member. When auditing your practice at the end of the year you will see hours upon hours spent on the phone with them and they didn't get charged. That would be a prime example of a missed billing opportunity. To make sure time and money aren't being wasted, staff members should set time goals for administrative and other non-billable tasks.

If a budget is set and goals for flat fee and value-billed projects, staff will know when to charge more. Placing a value and hourly rates on flat fee projects will provide a guideline to determine if the fees are profitable. This is important for a few reasons. Let's use the out of control project as an example. An employee starts this project expecting it to take 5 hours and they priced the job at that rate, turns out the job takes them 20 hours. They now have to charge the client more and if they were tracking their time right they can show why this new amount is being billed.

In the end, tracking time ensures that everything is accounted for, bringing more value to reporting. Now everyone can see if the original work in process can be associated with adjustments made to billing. At the end of the year we need to know that we've made more adjustments up than down. Create systems or use software that can warn when staff are reaching max budgets. This should also be a system that is visible and easily accessible to owners, managers and key staff. The whole team needs to work together before a bad situation is beyond correction. These policies and techniques are a great for recapturing billing opportunities.

Tracking Time

2010-11-09T17:02:52Z

Tracking Time

Our host John talks about how tracking time can improve your profit and save you from losing clients.

Tracking Time

2010-11-09T14:00:00Z

When we are tracking time we face a lot of problems that have surprisingly easy ways to fix them. Whether a guestimation or manual time sheets, they can both be incorrect. Manual time sheets are okay for smaller businesses, but can be inaccurate or someone may accidentally enter something twice. Be sure software or methods have a system for auditing errors and easily making corrections. Over-billing is something that can lead to loss of customers and a bad reputation as a business.

Some employees may wait until the end of the day to fill out time sheets and they end up guestimating. When doing this the accuracy of the time actually spent on any given task is off. This becomes a problem when a company needs to analyze the efficiency of their staff. Using timers is a great way to ensure accurate time. This will take some managing of the timers, and one of the most common mistakes is to forget to start the timer or forget to turn it off after a task is completed. With some practice this can be overcome. Be sure the systems allows for easy editing of time prior to, or after cards have been created. Make sure it allows for time tracking during processes.

The best time to fill out a time card is upon completions of any task. This is a feature that Office Tools Professional highly encourages, since we know exactly how much time we spent on something right when we complete it. An easy solution to this problem is to establish a policy that encourages active time tracking. If that policy isn't enough, choose a program that allows for time to be keyed directly into the billing program from individual workstations.

If we were to sum up this in one short statement, it would have to be "Always use a timer to accurately track time. Also make sure to start the timer right after starting the project and stop it right before marking it complete"

Implementing New Procedures

2010-10-26T15:32:42Z

Implementing New Procedures

Our host John talks about the importance of implementing new procedures to increase your profit.

Implementing a New Policy

2010-10-26T13:00:00Z

As an office manager you know effectively implementing new procedures is critical. New procedures are implemented to improve results and efficiency. Say there is a procedure that takes 5 steps but it can be done without doing step 2 and 4, so they are eliminated, now you are left with a 3 step procedure that gets finished at a more efficient rate. If the changes being applied are not being enforced, this new procedure will take more time and prove to be inefficient, resulting in profit loss. To help enforce new procedure, it is important for all participants to have an understanding of what the changes are and why they are necessary.

The best way to manage this transition, is to make sure the staff has a good grasp on why the old processes were inefficient, convoluted, or were difficult to manage and track. Let them know that the change should improve communication, tracking and make completing tasks easier. Make sure the processes are concise and well understood. Be sure to include staff in the process decisions, failure to do so could lead to resistance for the new method by staff entrusted to carry out the new plans.

Sometimes they have a better handle on procedures than we do. In smaller firms all staff can be included in the evaluation and review stages. Sometimes implementation of a new workflow can be tedious. Setup and learning can make the process long and difficult, consistency is the best way to get past that learning curve. This should result in faster, easier, more efficient procedures. Make sure the software supports the processes and changes. If not maybe its time to look at new software. Remember if there are two ways to do something, consider the simpler solution.

Not only do we look at internal access, but we will need to consider external access to internet, hosted applications and portals. We will also need to decide if we want our customers to start getting confidential data from a locked down portal. Are we going to host this on our web site? Have login access from our site or use a third party portal entirely?

With the staff understanding these new procedures there should be a visible increase in productivity.

Reach for the Cloud

2010-10-20T18:46:34Z

A year ago, all I heard was cloud this and cloud that. I felt like I was in a crowded room where everyone was talking at the same time. After hearing so much and with so much attention given to this subject, I felt like a little clarity and practical application would be helpful. "Cloud Computing" means so many different things to different industries, but for our industry, the public accounting industry, there are a few components that need defining. In addition, there are advantages and disadvantages you need to review so you can make smart future decisions regarding the cloud.

Image via Wikipedia

First, allow me to lay out some important definitions, then we can dig into the information that's really important. You could run out and purchase only "Web Version" products that run in a browser, which are usually priced with a monthly or annual cost. This part of the cloud is what is called SAAS, software as a service. In those crowded rooms this was spoken of often. At first, I thought people were talking about SAS, statement of auditing standards, which is really about the security of your data in cloud environments. While SAAS offerings are getting better, there's still room for improvement. The choices in our market are not only very limited but many of these applications provide less than satisfactory performance speeds. This slower web application speed creates what I call a "productivity inefficiency" that still limit our firms. While more and more of these applications appear online, many have yet to clear the "too many" screens hurdle to complete one task. Applications and services like this often deliver novelty rather than time tested productivity. This causes them to fail as a viable option and should remain on the shelf for now. However, with the advent of new technologies, such as AJAX, web applications are improving, making them a more relevant, useful option as more vendors take them seriously.

Another part of the cloud is what we call Portals. This is like your bank account, Google Search, and other places you go and shop or have an account. For this article we will not discuss portals except to say that every firm should be transferring confidential data through a secured portal of some kind to their clients.

The part of the "cloud" that we need to really review is what's called ASP (Application Service Providers) or hosted environments. This is essentially taking your Windows applications, yes all of them, and putting them in a cloud environment allowing you and your office to access them over the web through a secure connection. This is normally not done through your internet browser. Instead, it is done with a remote connection similar to what is done with PC Anywhere or GoToMyPC. In most cases using MS Terminal Server Client is the standard.

When considering the ASP model I have identified some important factors you should review.

Do you need just "cloud" space? This is where you have your own IT people and software licenses and you just want to move your applications to an outside "cloud" server.
Do you want to rent space and an IT department? This is where you will provide the software licenses only.
Do you want everything? This would be server space, IT department and software licenses. This is what I call the turn-key solution....

In talking with James Zachman, President of Real Time Data Services, he describes, "To just to rent space is like buying a car without an engine." Having the right team of IT professionals doing all the admin, installing, and support is important. They offer 24/7 support. His firm which has been at this for over 5 years and currently has thousands of users in more than 20 countries. They are seeing nearly a 100% growth each year further explaining that interest in Hosted ASP is at an all time high. Right Networks, a hosted ASP company, is actually providing the licensing for some applications. This allows you to pay for software monthly as well. Many vendors are looking into this arrangement in an attempt to become a turn-key solution. However at this time, this option is not widely available. The problem is that many software applications are not available in this way.

The following list the Pros and Cons you need to understand to make a smart decision.

Pros

One place for everything
Access everywhere at anytime
Shared files with clients
24hr access and support
Less or No need for local IT
Reduced IT costs up to 50%
Dynamic memory and disk space usage and management
Data is backed up
Better Security
Fix Costs
Turn-key
Month to Month contracts
Savings
When replacing computers
When repairing infected computers
Reduced backup costs: no remote, no tapes and time
Reduced software administration; updating and installing

Cons

Dependent on internet connection
Risk of data exposure
Concerns about outsourcing
Getting locked in with one vendor for all software and data
Additional costs of monthly subscriptions
Lack of "total" solution
May need multiple vendors
Need for some in house support

Seek the opinion of consultants when considering changing to an ASP model for your firm. Below is a list of hosting vendors in our industry that we have come across. While there are many vendors out there these are not recommendations, but should only serve as a list for you convenience.

Links to Rersources

Right Networks.

Insync

Real Time Data Services

Rose ASP

Paragon Support

ASP Application Solution Providers, Inc.

Administering Workflow

2010-10-19T20:14:29Z

Administering Workflow

Our host John talks about the importance of managing workflow and accountability.

Disaster Recovery

2010-10-05T22:40:56Z

According to a recent Touche Ross study, the survival rate for companies without a disaster recovery plan is less than 10%. It's difficult to think ahead and to have the foresight that something monumental will happen, forcing you into decisions you never want to make. The reality is that at some point in the lifecycle of our business we will have to deal a disaster. What matters most is how you will recover. Many firms end up closing, selling, or starting over after a disaster, but it doesn't have to end, there is hope after disasters, you just need to be prepared. I will discuss what you need to do before and after a disaster.

Image by Getty Images via @daylife

Knowing that a disaster can happen at any time, it is critical to have a plan in place with every employee understanding what their role is during and after a disaster. Determine who is responsible for emailing and calling clients and vendors. Ensure this information is stored safely out of the office. Assess what is salvageable and what is not, will you simply replace your computers and servers, will you attempt to repair it, or will you lease or rent equipment until you can replace it. Assign one primary person and one secondary person who is responsible for getting data back online.

The moment a disaster has occurred you need to notify clients, employees, and vendors. You should have an offsite copy of client contact information that you can quickly email or call. They should also be prioritized, people who rely on you should be at the top of the list, people who only need your attention once a month or less should be towards the bottom. Create a form letter before an incident happens because once a disaster occurs your mind will not be prepared to write a well thought out letter. Consider using your company's blog as a way for clients, vendors, employees, friends, and families to stay connected with what is happening without flooding your cell phone with calls.

Once notifications have been established you need to consider infrastructure, assessing what has been damaged and what needs to be replaced to get your firm back online. There are many options you will have to consider at this point, decide whether to rent, lease, or buy new. Beyond hardware, you will need to consider software, your databases, and all of your files. What will you need to get back to a workable state?

Before a disaster happens, you need to consider onsite and offsite locations for your data. Beyond backing up your databases and files, you need to evaluate restore procedures and who is responsible to start the process. How long will it take? One key factor when determining your restoration process is examining how long your business can survive without your data. This is the most crucial aspect of living through a disaster is knowing when you can get back to normalcy.

After you've determined your needs and risks, you should put together a comprehensive plan for your firm and distribute it to your staff members. Ensure they understand every aspect of the plan and who is responsible for what. Sharing the load not only makes it easier to execute, but establishes that every person is involved in getting the company back in a working order quickly.