Social media, typically viewed by companies as a marketing platform, has started to reach a new level of maturity and branch out. The next big step is to get a company's customer service, traditionally a physical aspect, social. This is called social customer service and should become the next step in a company’s social media plan.

Social customer service is a bit of an ambiguous term with no real established meaning. Before you pursue this strategy, you should be clear on exactly what it is and the benefits it can bring your company.

What exactly is social customer service? Think of the last time you had a problem with a program on your computer. Did you contact tech support? Or did you turn to your friends on social media? If you turned to social media, this is one of the main elements of social customer service.

Customers are starting to go to social media sites when they have questions, many times contacting the company directly. Having customer service elements on social media to answer these questions or field complaints is social customer service. A great example of this is OPEN Forum, run by AMEX. It allows customers to interact with one another, while giving the company a channel to feed technical help and information to them.

Benefits of social customer service There are four main benefits of leveraging social customer service in your business.

• Increased customer satisfaction. By offering a way for customers to interact with you on a medium many are already comfortable with, you’ll find customers to be more satisfied.
• Meeting consumer expectations. Let’s face it, the majority of your customers are using social media with many now expecting you to as well. If you meet their expectations, there’s a higher chance they’ll stay your customers.
• Increased loyalty. One of the main reasons companies should be on social media is that an effective campaign can help improve customer and brand loyalty. Social customer service is an extra service that can help further increase loyalty.
• Decreased customer service costs. If you offer customer service on social media, you could potentially decrease your total costs. The expenditure required to setup and maintain the online service is fractional compared to the physical operation.

While there are some distinct advantages to social customer service, it’s not a good idea to shift all of your customer support onto social platforms. Rather it should be viewed as a supplementary service, or another way for customers to get in contact with you. If you’d like to know more about how to integrate social customer service into your company's social media plan, please contact us.

Do you have an assistant in your business? Someone to take care of day-to-day functions so you can take care of running the business? No? Why not? Small business owners will typically answer this question by noting that they can’t possibly afford another employee. While you may not be able to hire a full time employee, why not outsource and hire a virtual assistant?

A virtual assistant is much like any other assistant, just they don’t work in your office. They could be across town, or in another country, and work with you through the Internet. They could take care of your accounting, social media platforms or secretarial work, freeing you up to work on what you excel at. At its most basic form, it’s outsourcing.

Different types of virtual assistants There are three different categories of virtual assistants:

1. Generalist: responsible for rote tasks like data entry and answering calls.
2. Technical: responsible for all your IT related tasks like website design, SEO, updating and installing programs, etc.
3. Specialist: responsible for specialized business functions like HR, accounting, legal, etc.

Virtual assistants can be hired at nearly any cost. Some general assistants can be hired for as little as USD 100 a month. Some more specialists could cost upwards of USD 100 an hour. As an added advantage, you won’t have to pay them local benefits like health insurance, tax and bonuses.

Ways you can leverage an assistant One of the best ways to leverage a virtual assistant is to have them take care of your technology related functions. Managed service providers (MSP) are a form of virtual assistant that’ll look after your network, technical security, backup and recovery. They’re particularly useful if you don’t have the technical expertise needed to maintain support for your business. The majority of MSPs are also a lot cheaper than employing an in-house IT staff.

Another way to leverage an assistant is for bookkeeping. It’s essential that your bookkeeping is done correctly, it’s also one of the few functions that follow strict regulations. While it’s important to have a licensed professional review your books, there’s no need to have them also do the work prior to the review process. A virtual assistant can help you get your books in order so time spent on the financials is minimized.

Having a virtual assistant can help you focus on the important tasks, running and growing your business. Properly leveraged, you could indirectly see higher profits. If you’d like more information on ways you can outsource some functions, please contact us.

If you were to take the total amount of time spent at work each day and graph it, chances are, a good chunk of it’s spent on non-work related tasks. This “social loafing” is causing companies untold amounts of lost profits due to decreased productivity. While outlawing social activities at work is somewhat draconian, there are things you can do to improve productivity in the workplace, including the use of two monitors.

For those who don’t use dual monitors, it can seem a bit over the top. Why split your work between two monitors when you can concentrate it all on one? As it turns out, there are a number of benefits to using dual monitors.

Productivity bump Many employees and managers spend their day multitasking, it can be hard to do this with just one monitor; constantly switching between programs. With two screens, employees can have a spreadsheet open on one monitor and email, social media or another program on the other. This means less time is spent switching between windows and programs. Several studies have been done on this, and show that productivity can be boosted by as much as 40% with dual monitors.

Spread out a bit The other main benefit of using dual screens is that you have more work space. If you’re working with a program like Adobe Photoshop or various social media websites, you need to have a larger work space to see what you’re doing. You can put your vital resources on one monitor, and the program on another, thus allowing you to work faster.

While dual monitors are advantageous, be aware that there can be negative aspects to a user's health and wellbeing if they have to constantly turn their head to view two screens. Be sure to set up your monitors so that there’s minimal turning of your head.

If you feel that your office could do with an increase in productivity, contact us. We can work with you to reach your results.

Viruses and Trojans have been infecting computers almost as long as computers have been in businesses. Some are relatively harmless, while others bring systems down. One Trojan, DNSChanger, was malicious enough to force the FBI to step in. For infected users, this could mean that their Internet won’t work after July 9.

While the source of DNSChanger has been removed, essentially killing it. There are still infected users out there who may have their Internet cut off in July if they don’t deal with it by then.

What is DNSChanger? DNSChanger is a Trojan that hijacks a user's Internet, at the most basic level, the DNS. If a user enters a web address, DNSChanger will return a similar looking page, but with ads that are owned by hackers. Thus allowing them to manipulate online advertising to make money, around USD 14 million by the time they were shut down.

Aside from that, it also prevents users from visiting security websites, like mcafee.com, and downloading program and OS updates. As many as four million computers, including some Fortune 500 and government computers, have been infected worldwide.

What’s a DNS? A DNS - Domain Name System - is a cruical service that converts domain names like www.google.com into code that computers can understand. The DNS essentially makes it easier for computers to talk with one another. Without it, any program or action that uses the Internet wouldn’t work.

What did the FBI do? Because the malware affects the DNS, the FBI couldn’t just shut down the servers that the infected users’ computers talk to, as they wouldn’t be able to access any Web pages. So, they replaced the DNS servers that the hackers used with new ones. These servers will go offline in July, at which time, any user still connecting to the DNS servers, or who is still infected irregardless of their location, could be affected.

What should I do? If you’re infected by this malware, and don’t remove it by July 9, your Internet access could be shut down. To prevent this, it’s important to contact your IT service provider and work with them to ensure your systems are clean, and security’s up to date.

Update

Google plans to warn users they are infected by DNSChanger. When a user accesses one of Google's functions, like search, Google will show a message informing the users they may be infected and give some tips on how to get rid of it.

If you think your systems or network aren’t secure enough, please contact us, we are ready to help.

In many cases, the key to a competitive advantage is the effective application of Business Intelligence (BI). Through analyzing business data, companies gain the ability to identify weak spots and develop ways to strengthen them. While BI is complex, there are many software vendors that have released Software as a Service (SaaS) apps to help small businesses make sense of their data.

Here is an overview of four Business Intelligence SaaS apps that you could use in your business:

KPI KPI (Key Performance Indicator) is a company that offers a cloud based dashboard that integrates with your CRM or ERP software. It provides a way for businesses to visualize, analyze and report real-time data from your business’s key metrics. All the results can be viewed on your computer or on your mobile device.

GoodData GoodData is an on demand BI provider that offers users a base service that they can add apps to as and when needed. The whole service and dashboards are stored and run in the cloud, and are considerably cheaper than traditional BI services.

Bimotics Bimotics offers an on demand BI service for businesses in almost every major sector. They offer one suite that has data connectors, an established BI engine and analytical tools that should meet most small businesses’ needs. The suite can also be accessed by almost any mobile device.

Tibco Silver Spotfire Silver Spotfire is a cloud based SaaS aimed at individuals and small businesses. It lets users create interactive dashboards and visual analytics without the need of costly infrastructure. This app also integrates with major social media services, allowing users to put live dashboards on their blogs.

These are just four useful apps that you can use in your business. If you’re interested in how you can integrate BI solutions into your business, please contact us.

Everywhere you look business owners are inundated by issues pulling their attention in a multitude of directions. One issue almost every owner has managed to get under control is network security. These businesses are secure from external threats and because of this, believe their systems to be 100% safe, however, they may have missed the possibility of internal threats.

In recent years the majority of security threats and compromises have come from within the company. A common threat to companies is the logic bomb - malware that targets IT systems and deletes data. As a logic bomb is introduced from within the network, the blame often lies with a disgruntled employee with full access to internal systems.

Insider threats Giving employees full access to the network when they don’t need it is a common mistake often made by companies. There’s little need for an employee who does graphic design to have access to weekly sales records. This practice could set your company up for a considerable security problem in the future.

Dawn Cappelli, an insider-threat expert at the Carnegie Mellon Software Engineering Institute stressed, "These types of insider attacks happen to businesses of all sizes, from small companies to very large corporations." This is an important issue businesses should be aware of if they want to remain secure.

Take Precautions Security threats can be a particularly harsh nightmare for small businesses, as many don’t have an IT department or staff with the technical expertise needed to maintain a secure network. If you’re one of these organizations, it’s a good idea to hire an outside consultant to help you with your network security. With consultants, it’s important that you maintain close contact with them to ensure any issues that crop up are dealt with expeditiously.

If you don’t work with an external company there are a few things you should do when you have an employee leave the company. First, their accounts should be deleted immediately and their access privileges should also be revoked. Second, if you have accounts with shared passwords, you should change them to ensure an ex-employee can’t gain access to the system.

If you’d like to learn more about internal security, and measures you can take to ensure you are safe, we are ready to help you. Please contact us.

Respect him or not, Mao Tse-tung had it right when he said, “The only real defense is an active defense.” Businesses have taken this literally and have adopted Business Continuity Plans (BCP) to ensure that when a disaster strikes they are ready with an active plan. Many of them are prepared technology wise, but the other assets may not be so ready.

Here are six key non-IT functions and processes that need to be in place to ensure your company is ready to effectively execute your BCP.

Easy to use plans Many continuity plans have been developed mainly for the IT department, as such, they can be a little complicated to understand and follow if employees don’t have a technical background. You should aim to have a plan that’s easy to follow and can be understood by all employees.

Communicate plans Remember that your plan encompasses all facets of your organization. It’s crucial that every employee knows their role and the relevant actions to take when the plan is executed. To do this, you need to ensure that all employees have access to a copy of the plan and any changes or updates are clearly communicated.

Test plans Beyond communication, it’s important to conduct regular tests, with every quarter being sufficient. The tests should be as real as possible and span all departments within the organization. This will ensure that employees are aware of how they, and the systems, will react under duress. It’ll be beneficial to your business if the first time the employees execute the plan isn’t during an emergency.

Short term and long term plans Your BCP should consist of both long term and short term elements that can be easily adapted to meet changing business environments and the emergence of new threats. You should aim for an even mix of short and long term solutions that cover as wide a variety of situations as possible.

Ensure buy-in from all levels If you’re in the process of instituting a BCP you should ensure that the whole organization is onboard with the plan. If an employee is unsure about the validity of a part of the plan, take the time to find out why and ask for suggestions. An uninformed or uncooperative employee could be the difference between survival and failure in a disaster situation.

Update and Review After every test, staff turnover and technological update, you should review the plans and make changes if necessary. Essentially, if anything in the company changes, review and update the plan. Remember: just because you have an effective plan this month, doesn’t mean it’ll be so in the future.

Continuity plans are only as strong as the weakest link. In an emergency, the last thing you want is an employee following the wrong process or be unsure of what they should be doing. If this happens, you could see an exponential growth in recovery time and costs. We’re ready to tell you more, so please contact us if you would like to talk continuity planning.

One issue that’s sparked a large amount of debate is whether or not companies should allow their employees to access social media while at work. One thing's for certain, the number of employees who actually use social media on a regular basis is large, and growing. There will come a time when companies that block social media can no longer afford to do so.

There are four distinct advantages to allowing social media:

• Increased productivity. There have been a number of studies that have found that judicious use of social media in the workplace will actually increase productivity. A study conducted by the University of Melbourne found that employees with access to social media are 9% more productive than those without.
• Increased buy-in. Employees like to feel trusted and empowered. If they don’t you can expect to experience higher turnover and lower morale. A good way to gain trust is to allow employees to use social media in the workplace. If an employee feels like they are trusted, they’ll be more likely to stay with the company.
• Recruiting. Small businesses have started to use social media for recruitment, but limit efforts to one account. If you have 10 employees in your organization, each with a social media account with 100 friends, you have the potential to reach 1,000 people. This is achievable if employees are allowed to access social media at work and are encouraged to share posts.
• Identification of business opportunities. Through the use of social media, employees in charge of sales and business development can source new clients and build fruitful relationships.

There are many advantages to allowing access to social networks at the office. If you‘re hesitant to completely open the social media floodgates, try doing so in short periods, like the final three hours of the working day.

No matter what you decide, allowing access to social media is a good practice for your business. If you would like to learn more about social media and how you can leverage it in your business, we are happy to talk with you.

Collaboration is all around us. We see it on a daily basis in both our personal and professional lives. At work we cooperate with colleagues, managers, suppliers, customers and almost everyone we come in contact with at the office. It’s become so important that if businesses have employees who don’t mesh, their chances of success are almost non-existent.

Here are seven tips on how to improve collaboration within the office environment.

1. Open communication. One of the keys to successful teams is the adoption and encouragement of an open communication culture. With this, teams are better able to grasp what’s going on within the company, and be more efficient contributors and team players.
2. Use the right technology. It seems like there are a million different software and technology options out there. Some of the tools available offer some fantastic features and it’s easy to get sucked in by a flashy component. It’s important that when choosing a tool you pick one that meets your company’s needs and is easy to use.
3. Collaboration tools must play well with others. It’s beneficial to select systems that can be seamlessly integrated with other tools and software used by your employees. If your solutions don’t work together, all parties won’t be able to work together.
4. Employee learning is key. When you find the perfect tool to use, be careful to take time and learn how to effectively use it. Training for the users of the tool is equally important.
5. Work hard, play harder. Teams and departments should step away from their computers and actually have face-to-face meetings at least once a week. These meetings should be a mixture of formal and informal, and offer employees a chance to come together as a team, unwind and share ideas. A team that can interact well will always work together with greater efficiency.
6. Mobilize. The smartphone is here to stay and with each passing year the number of users grows exponentially. It’s beneficial to encourage the use of these devices, and look for mobile solutions that allow users to be a part of the group while out of the office. If you do allow mobile devices, be sure to establish a clear usage policy so employees know how and when they should be using their phones.
7. Don’t just focus on internal collaboration. One of the most common mistakes companies make is that they focus on group participation within the business, but don’t provide adequate support for external interactions. Be sure you integrate tools that provide stakeholders with a way to connect and work with teams within the company.

With a team that interacts effectively you’ll see happier employees and higher profits: a win-win situation. If you have any questions regarding collaboration tools, or other ways to increase business value please don’t hesitate to contact us.

Macs running OS X are often touted as the most secure machines. While OS X is definitely more secure than other operating systems, it may not be as secure as owners think. A new trojan that takes advantage of a security flaw in OS X has been discovered, and it’s a doozy. This has the potential to be a security nightmare.

If you mention “OS X” and “virus” in the same sentence, you’ll get some weird looks from Mac users. Traditionally viruses and trojans on OS X were near non-existent, but there’s a Mac specific trojan, codenamed Flashback, that has affected more than 600,000 computers. This is big news as it shows that machines running OS X may not be as secure as first thought.

Many Mac owners are unsure of what exactly the Flashback trojan is, what it does and how to ensure they’re not infected. We’re here to help clarify the situation.

What is a Trojan and What Does Flashback Do? In general terms, a trojan is a piece of malicious software that infects a computer and gives control of part, or the whole computer to hackers. The Flashback trojan takes advantage of an OS X Java vulnerability and infects computers by tricking them into downloading a fake Java update.

When the program is installed, Flashback will download and install the main trojan code without the need for permission from the administrator. From there it proceeds to hijack your browser, redirect search queries to websites developed by hackers, and then take advantage of pay-per-click advertising.

Why Should I be Worried? While this version hijacks your browser, there are far more sinister things it could do. As this trojan acts as a downloader, there’s nothing stopping the developers from updating the malware to steal passwords, banking information and other confidential information.

How do I Ensure My Mac is Clean? Apple has released an update for machines running OS X 10.6 and later. The first step you should take is to update your computer to patch the vulnerability. To update your Mac:

1. Press the Apple logo, located in the top right hand of your screen.
2. Select Software Update...
3. Press Install and Restart.

While the patch will prevent Flashback from working, it won’t delete the program if you’ve been infected. The Internet security company F-Secure has developed a script that scans your computer and removes Flashback if found. Once you have downloaded the script, open and run it. The script will search your computer and place the infected files in an encrypted ZIP folder labeled Flashback_quarantine.zip.

Flashback has infected a higher number of Macs than any other trojan to date and goes to show that Macs also have security flaws. This also serves as a reminder that you should have a virus scanner and security program running on your Mac. If you have any questions regarding the security of your Mac or other devices, please don’t hesitate to contact us. We are here to help keep your machines secure.