Keeping it cool and secure

One of the most common mistakes for small companies is overlooking the need for sound environmental controls on their server room.

For small companies, the server room is more like a closet. There are one or two servers, some networking equipment, and a few cables here and there.

Small spaces like this can be a dangerous heat zone for critical network equipment.

One thing that many people don’t realize is that the server equipment generates a lot of heat. This is especially true when there is a lot of processing taking place.

Excessive heat can wear on the critical components of your servers, switches, and routers. The possibility of downtime is greatly increased when heat levels reach dangerous heights.

So what can you do to ensure maximum uptime?

The answer here isn’t always simple. If you can, build in an air conditioning vent and air return into the closet/room area. This will facilitate the cold air coming in and the hot air going out.

There are also several options to look at to help with the high heat levels. One simple solution is a portable AC unit.

Portable AC units can be placed in critical areas to supplement the building AC and control the environmental temperature when heat is at its' highest.

For under a $1,000, you can increase the amount of cooling in your room and supply after-hours cooling if your main AC is off.

I will continue this subject next time and talk about ways you can monitor the environment and also add a layer of security to your server room.

Marketing using technology

Small businesses are increasingly pressured to find innovative ways to market their products or services. Sure, there are great ways of marketing your business over the Internet such as banners, pay-per-click, and email lists, etc., all of which are very good methods of using technology.

But what about the people who walk up or pass by your place of business? What about high-traffic areas that you can utilize?

Flyers and pamphlets only get you so far.

There is a technology out there that has been around for a while but is becoming more affordable to the small business owner: Digital Displays.

You may have seen them before and thought it was for the big businesses because of cost. Not any more.

Digital displays are a simple way of getting your message out there; whether it is to your customers or employees.

It is simple really, take a display such as an LCD or even a Plasma TV and connect it to a computer (video source). On the video source, display content such as your recent ad campaign, maybe a Power Point slide show with a description of your latest products or services, or helpful information for your customers and employees.

Most displays can be wall mounted in highly visible areas where everyone will see the information. The more dynamic your content is, the more attractive it is to passers-by.

With LCD’s priced at under $1,000 now, this type of advertising is inexpensive and highly innovative.

Search the web for digital display technology. There are software providers that offer packages to help display the information you want and even utilize time schedules.

Quick resources for the non-technical

By now you’ve probably realized that the Internet is a huge place. Since you’re reading this article you most likely know there are an abundance of resources to utilize for nearly anything on this planet.

From healthcare sites to flight reservations, the Internet has a wide array of user-friendly tools that have taken “self-service” to a whole new level.

These days you can hunt down the answers to nearly any question or solve small computer problems with a simple search on the Internet.

Companies such as Microsoft have online support for all of their products. Users can go to support.microsoft.com and view frequently asked questions or common errors for their specific software product.

Microsoft’s site is also a great resource for learning technical terms such as the “techie” terms I mention in these articles.

Questions like “What is a DLL?” and “How do I add holidays to my Outlook 2003 calendar” are all answered on the support site.

Many technology professionals utilize these types of support sites as part of their everyday support and troubleshooting repertoire.

Luckily, online support is not limited to Microsoft’s support site. Computer manufacturers such as HP and Dell offer extensive self-help centers that are tailored to your specific hardware.

For instance, Dell tailors their support site based on a Service Tag number that is unique to your device. Once the Service Tag # is entered into their support page (support.dell.com), the site gives you tools/ wizards to identify your problem and resolution.

Sites such as these give you more control of the investment and minimize the downtime. This equates to higher productivity and less cost.

So next time you run into a nasty error code while trying to email a spreadsheet, take a moment to search for the answer on the appropriate support site. After solving the problem using self-service you may find that you have a lot more “techie” skills than you once thought!

The time to upgrade – Part 2

In my last column I mentioned that I like to look at technology infrastructure in 3 distinct areas: Network Infrastructure, Server/Client Infrastructure, and Software Systems.

When I am evaluating possible upgrade opportunities, it is helpful to have these designations. It is worth mentioning that some of the systems and components will fall into more than one of these categories since they are very broad descriptions. (Utilize your technology provider for this assessment.)

Once you have completed an assessment of your current infrastructure, take a look at how your technology is being used.

Specifically, answer this question: How does your business utilize the current technology and where are the opportunities to make improvements to business processes?

It may seem like this is an elementary question but it helps to “take a step back”. This is a great question to tackle with your fellow business leaders.

In the smaller business this may be just you; but if you have others you can rely on for a candid perspective of your current technology investments then trust their evaluation.

The most common upgrades I come across are client systems and software systems. Usually this includes the desktops/laptops and their current operating systems.

With the price of computers today, this is a great upgrade to start on. All of the major manufacturers have desktop and laptop bundles that come with the latest OS for under $1,000.

For the smaller shops, this is a great way to boost user productivity. Your users will have an opportunity to be more productive with a desktop that is more responsive and able to handle more tasks.

In medium businesses, it is worth while to take a look at the server infrastructure. Your technology provider is a great resource to lean on here but there are a couple of things you can take a look at yourself.

For one, how old are your current workhorse servers that handle the bulk of you processing needs? This includes file, mail, and specialized software “back-end” servers.

Servers that have been around for many years can be a bear to deal with if you suddenly lose components. Critical parts such as the hard drive (or drives) and motherboard are tough to replace on older machines.

I have been in many businesses where the older systems are hanging by a thread and the company is dangerously close to losing their system (and data, productivity, money, etc.) Don’t be that company!

Remember, take a look at these critical systems and trust the recommendations of your technology provider. Also, include the business leaders in your company in any upgrade evaluation.

If you follow this guide in your next upgrade assessment, you will find that your upgrade investment is well spent and it may even add to your bottom line!

The time to upgrade

I am often asked when the best time to upgrade computer systems is. The question is quite generic and there are a few good answers.

First, it is a good idea to do an assessment of the current technology infrastructure.

For smaller businesses, the infrastructure may consist of a couple of computers, printers, switching, and a broadband router.

Larger companies may use software to do the asset compilation.

In either situation, it is a good idea to have an idea of what the current state of your systems is and the area that should be tackled first.

I like to look at technology infrastructure in 3 distinct areas:

Network Infrastructure – This includes devices such as switches, hubs, routers, etc. and any other device(s) that facilitates the information flow on your network. For some areas, this could also include specialized services such as VoIP.

Server/Client Infrastructure – This includes your servers (email, file/print services, terminal services) and client computers (desktops, laptops, PDA’s, etc.)

Software Systems – This is a fairly large area which is comprised of OS (operating systems), business applications (software productivity suites), security, etc.

There are many reasons to upgrade in any one of these categories. In some instances, it is necessary to upgrade one to gain upgrade benefits in another.

For example, some OS upgrades require hardware upgrades. You may need to upgrade the server memory, processor, or hard disk space to accommodate a new OS. These considerations must be made when researching possible upgrade paths.

After you have performed an assessment of your current infrastructure (talk with your current technology provider if you need assistance) you should have a solid idea of the key areas that can benefit from upgrades.

In next weeks’ column, I will discuss some of the possible upgrades you should consider and the best method of implementing these types of investments.

No more OOPS with an UPS

When purchasing a computer most businesses think they are covered by getting the tower, monitor, and printer. In most computer users minds’, “What else would I need?”

As I’m typing this column there is an afternoon thunderstorm rolling through. This time of year, it is common to have electrical fluctuations or outages for brief periods of time.

For some of us, these power outages last for more than an hour at a time and bring our computer productivity to a stand still.

So what can you do to protect yourself during these power “blips” or outages? The answer: UPS.

UPS, or uninterruptible power supply (or source), is a simple device that keeps a constant flow of power by utilizing an alternative power source (rechargeable batteries) during electrical outage.

Any device that is plugged into the UPS will remain powered as long as the batteries last.

For instance, if a lightning strike knocks out power to the power grid near you, your computer and other peripherals will continue to stay powered while you wait out the outage or safely save your work and shutdown.

For businesses, most of the modern day UPS systems can be managed by software. One example of this is in the server room.

A UPS dedicated to server equipment will be “plugged in” to the network and accessible by a server. This server will run a program that monitors the UPS state and performs certain actions based on its’ readings (example: shutdown the operating system).

For a small fee, (under $100) you can pick up an UPS that is capable of powering your desktop computer and monitor. Many businesses see this as a nominal expense when you factor in the lost data and productivity during your average power failure.

For larger systems, check with your local technology vendor. There are many systems that can be designed with your specific network in mind and can power critical network devices for hours.

Although these larger systems can come with a heavier price tag, many companies can’t live with their technology assets in shutdown mode.

Search the Internet for UPS system pricing. You will find that the added protection provided by a UPS is well worth the investment.

IM, friend or foe?

Anyone reading this article has probably heard of IM, or instant messaging. In short, IM is communication over a network by using a program (client).

Programs such as ICQ, MSN Messenger, and AOL Instant Messenger all facilitate in IM communications across the Internet.

This technology has evolved over the past several years to include more collaborative tools such as desktop sharing, file transfer, and video.

With the introduction of such tools, various security concerns have been raised. How do you monitor file transfers in and out of your network? Is there a risk for virus intrusion?

From the business standpoint, will productivity slip if staff members are using IM all day?

These are valid concerns for any business, large or small. But there is good news for those businesses that value IM communications for increased team collaboration.

Several services offer IM filtering and file transfer blocking. How does this help?

First off, businesses can enforce rules for IM sessions. One option included is whether or not files can be transferred. By implementing such a rule, companies can mitigate the risk of unauthorized file transfer.

Companies like Websense and SurfControl offer these web filtering tools along with other Internet filtering and reporting capabilities.

In many industries, IM hasn’t been seen as an immediate threat to security or productivity. But as the client software evolves and end-users become more accustomed to communications over the Internet, small and large business owners alike will have to address the IM technology.

For the small business, establish a clearly defined policy on IM. If you find that using a client such as MSN Messenger is vital to your constant communications with staff members, customers, or vendors, then make sure everyone involved understands the proper use of the systems.

For easier evaluation of corporate policy, IM can be thought of as a similar technology as email. Although electronic mail is not as real-time as IM, it is a similar idea (communications across a network). You may find it useful to adopt the same policies that govern employee usage of email for IM communications.

Talk with your local technology vendor about the right solution for your network. You may find that IM is your friend, not your foe.

Biometrics for time, attendance, and security

Tracking employee time sheets has been an administrative burden for many years. The typical small business has to spend several hours a month processing time sheets that are typically prepared by their workers.

The most common method I have seen is a simple document that is manually written each week. Some companies have stepped it up one level by utilizing spreadsheets on the computer.

There are several new technologies out there that make employee time tracking a breeze and simple to manage.

Punch clocks have been around for a very long time. In the past decade, electronic versions of these simple machines have added some value to the daily task of time tracking.

Larger businesses have become accustomed to the robust reporting capabilities of their electronic systems. But in years past, finding practical technology for time and attendance tracking hasn’t been easy for the small business owner. Most systems were cumbersome, bundled with useless features, and very expensive.

Thankfully, as with many other technologies, the time and attendance systems have come down in price.

There are a few systems out there that combine electronic tracking with biometric technology. If you are not familiar with biometrics, the technology is simply a way to track an individual using their unique physical traits (fingerprint, hand measurements, retinas, etc.).

For added value, these systems can be bundled with security enhancements. In some businesses, a biometric control lock can be placed at a main entrance (or employee access door). Each employee is then required to place their fingerprint on the lock to gain entry. At the same time, the time and attendance system is logging the entry and time-stamping the employees “time sheet”.

At the end of the day, a report is generated that shows the employee access and their time at the work place.

This bundled approach is a great time-saver and adds a layer of physical security that most people don’t realize when thinking about time and attendance.

Run a search on the Internet for time and attendance systems along with biometric access. For a small investment, you can relieve some of your administrative burden and step up your physical security.

Best Practices Part 2

I mentioned last week that SOX (Sarbanes-Oxley Act of 2002) is forcing companies to have better controls around their financial information reporting.

There are a set of best practices that help these companies become compliant by following a list of critical controls.

As these companies begin to tweak their current policies and procedures, a large repository of information is being created.

This compilation of best practices can be utilized by any IT shop (a single staff member or several people) and should be used by private companies as well.

One example of a common best practice is user administration. If you currently have a network established and need user accounts to gain access to information, you should be documenting each person's access to the system.

This can be accomplished by using a simple form that is filled out by the requesting party (manager, HR). The form would be a simple selection of the access needed and should be signed by the originator. Store these forms in a folder or binder so you can review user access every few months. You might be surprised at what you find if you do a simple review every once in a while. Users with inappropriate access is a big security concern.

Another practice that should be followed is documenting server or network troubleshooting.

I have walked into many businesses that were encountering server problems only to find that they had no idea what was changed and what steps had been taken to correct the problem.

For the smaller shops, this leads to wasted time and serious downtime. Make a simple paper log (or Excel file) and record any changes to the systems or troubleshooting measures taken. Be sure to document any resolutions to problems.

It's important for both the business leaders and technology professionals in your company (some times the same person!) to understand the security strategy and have a sound change management practice.

This doesn't have to be a monumental task to create; simply use good documentation about how you do things now and make sure there are others aware of the procedures for keeping your infrastructure secure and in good working condition.

Run a search for technology best practices on the Internet and read about what other companies are doing. Whether you are a business with 1 pc or 1,000, everyone can gain efficiency by utilizing best practices.

Better business with best practices

For the small business, the onslaught of new technology and implementing technological changes can be a bear to overcome.

In most cases, there is only one person who handles the day-to-day technical administration tasks while also performing another job (i.e. bookkeeping, errands, etc.)

This person is usually tasked with keeping everything up and running and “fixing” any issues that arise throughout the day. In most cases, there is little or no documentation on any changes to the systems or steps taken to resolve problems.

This scenario is very common and can help smaller shops be efficient with their technology overhead, but the lack of documentation follow up can be a problem.

If smaller businesses do not utilize a set of “best practices” they can end up paying more in the long run.

What does “best practices” mean exactly? A best practice simply means the best way to do a specific task.

In the IT world there are many best practices. Most companies that have any size IT staff, (just one or several hundred members) will utilize a set of best practices, or internally referred to as Policies and Procedures.

In recent years, public companies have been mandated to comply with several different controls around IT assets. You may have heard of SOX which refers to the Sarbanes-Oxley Act of 2002 that mandates all public companies to abide by a strict set of controls surrounding financial reporting information.

The push to comply with a strict set of controls has many companies re-visiting their current practices and constantly tweaking their efforts towards utilizing “best practices”.

OK, so what does all of this mean to the small, privately-held, business owner?

Take advantage of the abundant amount of information surrounding the SOX compliance movement. There are many different controls that are relevant to any business; whether you have one computer or one thousand.

Building a set of policies and procedures that is relevant to your IT infrastructure is a great way to protect your investment and ensure you get the most out of your assets.

In next weeks’ column, I will discuss a few of the “best practices” I am referring to and give you a few resources to go to for more information.

Get rid of the bugs

One of the most widely recognized computer phrases over the last several years is “computer virus” (more commonly called “malware” in today’s technology circles). A lot of people have been “infected” with all different types of computer virus code. Not to mention, the abundant security threats posed by back-door access to “secure” systems holding sensitive data.

The bugs come via email, malicious web sites, or (in older fashion) disks. Some of us can remember opening an Excel document off of a floppy disk and immediately getting a case of computer aches.

It seems these days that when I am asked to take a look at someone’s computer, or give them advice on system performance issues, they always ask me if they have a virus. Most of the time, there isn’t a virus because I make sure that my office environment (and computers of my family and friends) is running the latest VS (virus scan) software.

You’ve probably heard of all of the major players in the VS business. Companies like McAfee, Symantec, Trend Micro, and Microsoft all have their share of the preventative and disinfection market.

In today’s computer world, virus detection is seen as part of a comprehensive security plan.

For example, take a look at products like Microsoft’s Live One Care system. Recently introduced for use, One Care bundles security and business continuity tasks (such as virus scanning, firewall, maintenance, and data backups) into one software package. McAfee, Trend Micro, and Symantec offer similar computer protection suites.

The idea is that all of these tasks provide a level of security necessary to ensure daily business productivity while utilizing computer systems.

Think of the last time you had a computer virus or “malware” installed on your pc. If you’ve been unfortunate enough to experience it, you probably had several hours (if not days) of downtime on that machine because of the “bad” program.

Lost minutes of vital system use translates into lost productivity, lost opportunity, and ultimately, lost return on technology investments.

So how do you ensure you have a secure technology infrastructure in an inherently insecure environment?

Take a look at the companies I mentioned above and install their latest VS suites. Make virus detection a part of your security strategy to ensure you get the most out of your technology investments.

Consider document management for paper control

You may have heard the term “paperless” and wondered how wonderful it would be to get rid of all of the paper stashed in various places around your office.

For the small business, hidden caches of paper seem to be abundant. And if you are like most “pack rats”, you find it hard to throw away any of those old reports.

So, why not implement a new DMS (document management system) and get rid of it all?

Good idea, but start slow. Many organizations try to bite off more than they can chew with a new DMS and end up scrapping the project before a real benefit can be seen.

What’s DMS? A document management system (or software) is designed to capture and track electronic versions of your documents. For example, some systems allow you to scan an image of an original piece of paper where the image (typically a PDF, portable document format by Adobe) is then stored in a repository for easy retrieval.

In some systems, this scanned document can be edited to produce another version of the document. This is normally helpful when an electronic original can not be produced.

Useful tools such as web-based search and integration with popular word processing programs are available with most systems. This integration is typically referred to as IDS (integrated document management).

IDS helps you leverage existing technology by giving you the ability to use office productivity software, such as Microsoft Word, to edit and track version changes to files.

DMS and IDS are part of a larger methodology called ECM, or enterprise content management. This is the phrase that you may have seen time and time again in your inbox.

In summary, ECM is the technologies used to store and retrieve digital content. You can think of a good ECM system as on that allows you to capture important information and easily retrieve it to your computer screen (without having to make a copy and create more paper).

There are many systems out there for managing documents and/or giving you techniques to store information in electronic format. Just remember, have an idea of what you want to store and how it is going to get there (created on the computer or scanned into the system).

If you keep your document scanning initiative simple, you will have a higher success rate at implementing the project. And you may find some extra space in your office that was once occupied by a box of paper.

Bridge the gap with a VPN – Part 2

As I mentioned in last weeks' column, VPN's (virtual private networks) help you leverage technology resources across the enterprise.

The great thing about VPN technology is that it can be implemented by the smaller office/home office as well as large networks.

For the smaller businesses, many local retail stores have routers that you can use to setup a small VPN in a day. With devices from Linksys (Cisco) and Netgear, it is easier than ever to connect sites together through VPN tunnels while utilizing broadband Internet connections.

These devices are relatively inexpensive at around $150 each and come with many other great features such as Internet filtering and a firewall. There is one caveat to using these devices, some times it can be tricky to understand the security methods of the device. It's worth your time to consult a knowledgeable networking expert. No matter how easy it is to setup, there can always be a flawed installation that doesn't take full advantage of the security features (and opens up your not-so-private network).

For some larger businesses to take advantage of a VPN there are solutions such as a managed VPN or MPLS VPN(multi-protocol label switching).

I will key in on MPLS VPN this week because it seems to be the latest buzzword in the technology world.

In a nutshell (and I do mean in an extremely small, summarized nutshell), MPLS is used to collapse several sites into a single network within a data/network provider. In other words, your data traffic is isolated within a single providers' network.

MPLS was created to simplify and give flexibility to routing specific traffic within the network providers' (ISP, Internet service provider) infrastructure. The end result is better prioritizing of your data traffic and a possible decrease in latency.

There are many advantages to using a MPLS VPN. In some cases the data service may cost less, the network is managed by the data provider, and traffic that passes through the VPN can be classed and prioritized. This means you could run a myriad of services over the VPN (Terminal Services/Remote Desktop, VoIP/IPT) and dedicate certain speeds (bandwidth) to that traffic. Your data provider can give you the scoop on all of these features.

OK, so I have loaded you up with all sorts of acronyms and technical jargon this week. What's next?

Make sure you take my advice and speak to your local technology professional (or friendly computer person). And keep this in mind, the point of establishing a VPN is to extend your network resources across multiple locations, securely. Spreading your resources across all of your locations, even if it is the office and home, will increase the use of your technology assets and give you a quicker return on investment.

Bridge the gap with a VPN – Part 1

It is common these days for every site in the enterprise to be connected to the Internet in some manner. Whether it's DSL (digital subscriber line), cable, or T1 line, businesses can always justify the use of a solid Internet connection for business productivity.

But how can you leverage all of the resources on these separate, private, networks without getting dedicated data lines to link them all together?

The answer this week is VPN.

VPN, or virtual private network, is a network used for internal communications across the corporate computer systems. The keyword in VPN is “virtual”.

To get a better understanding of the VPN structure think of the wired network in your office. You have a couple of computers and servers plugged in to a network switch. These computers are all on a LAN (local area network). Their communications are confined within that LAN and mostly likely are securely tucked away from the Internet.

A VPN takes the same concept and extends the communications across virtually unlimited distances. Essentially, a computer in California can communicate with a server in Florida as if it were plugged in to the same switch, all across the Internet.

This gives new meaning to the extended network and allows you to spread resources across multiple locations by linking private networks securely over normally unsecured channels.

The big buzzwords in VPN is security and encryption. It is easy to see why this is a hot button. If we allow users to access critical file shares across the Internet we have to do it in a secure manner.

Now, knowing that the Internet is a big jungle and a “not-so-secure space”, how do we transmit data between offices without other people hijacking our information?

This is accomplished in a couple of different ways. First, many devices that communicate on the WAN will provide encrypted tunnels between the sites while establishing the VPN. Users may have a VPN connection setup within Windows that authenticates them against a VPN server within your internal network.

Once authenticated, the user is on the VPN and able to access resources as if they were in the office. Also, data that is passed from one site to the other is sent across an encrypted pipeline (or tunnel) that cannot be read. This is a must when using any Internet connection as the link to your VPN.

For some businesses, there are other solutions such as hosted-VPN or MPLS (multi-protocol label switching). I will touch on these solutions and dive into a bit more technical information on VPN's in next weeks' column.

Centralizing data with NAS

In the small office, most businesses cannot justify spending large amounts of money on dedicated servers for sharing files (or costly backup servers for critical data).

Yet, with the networked applications of today and increased need to share information with everyone, businesses cannot utilize their technology investments without centralizing their data.

This idea can be implemented relatively inexpensively by using a NAS device. NAS, or network-attached storage, can simply be a device that connects to your existing network and shares storage space to all computers connected to that network.

The space can be partitioned into directories (folders) to be used as data repositories. Objects like documents, spreadsheets, forms, or accounting data can be saved in these shared directories and accessible across the network.

For instance, if you have several spreadsheets that you are currently copying to disk or emailing back and forth from one person to another, you could copy these files to the NAS device and simply access the shared folder from any computer. This gets rid of the headaches such as email clutter, incorrect file versions, and lost data files.

Another great way to use a NAS device is by backing up data across the network. Some companies schedule nightly backup routines that copy critical data over to the NAS device for safe keeping.

This strategy works very well for immediate restoration of data should you accidentally delete or lose something. Plus, the backup software is usually bundled with the device at no additional cost.

It's the cost and ease of use that makes NAS so attractive. For a few hundred dollars you can get hundreds of gigabytes of storage. For most small companies, that is plenty of storage space for any growth rate.

Most devices have an easy-to-use web interface for setup and require only a few minutes of installation time. So you could pickup a NAS device at your local technology retailer and install the device all in the same day. Now that's putting technology to work immediately!

Search the Internet for NAS devices and get more information from companies such as Linksys, Snap Server, and SimpleTech. I'm sure you will find that installing a NAS device increases your access to critical information.

Expand Your Reach with Web Conferencing

The Internet has helped many businesses expand their reach across the globe. No longer are we confined to the office space around us. Now we can speak, see, and show information to people around the world, in real-time.

How is this accomplished? One of the many tools available is Web Conferencing.

Web Conferencing came about several years ago to provide a set of collaborative tools for visually sharing information. It is a service that has evolved from posted “bulletin board” style message spaces to full-featured, graphical, web-based software portals.

There are many players in the Web Conferencing world that you may have heard of. Companies like WebEx, GoToMeeting (Citrix), and Live Meeting (Microsoft) have similar services for conducting meetings over the Internet.

In a nutshell, these services have a central location for the meeting organizer to transmits video, sound, and/or streaming desktop images to one or many users over the Internet.

The meeting leader can send and accept instant messages, use graphical tools such as a highlighter to circle or identify key areas on the screen, and send/receive files.

Many businesses are also utilizing these web services for product demonstrations and sales oriented meetings.

For example, software companies will use WebEx to demonstrate the abilities of their software package.

By providing a link via email to the customer, the software salesperson can share their desktop with the potential customer and give an excellent demonstration of their products' functionality.

This can be extremely efficient when you factor in reduced sales expenses such as travel and time.

One other great use for Web Conferencing is training. Smaller businesses don't always have the room to crowd people around a computer or two. By utilizing a Web Conference, the trainer can assemble the users in a virtual classroom and conduct the training from anywhere. The users can be at home, office, or mobile.

There are several pricing structures for using these services. Some offer flat-rate, monthly fees for unlimited conferences, with limited attendees.

Take the time to research a few of the service providers I have mentioned here. I'm sure you find that Web Conferencing expands your “communications reach” across the company.

What's all of the VoIP about?

Over the last several years there has been a lot of talk about VoIP, or voice over Internet protocol (usually pronounced “voice over IP” or “voip”). In this column I will give you an overview of VoIP and describe some of the possible implementations for home office and small businesses.

To understand VoIP you must first have an understanding of traditional telephones. With a traditional telephone, your voice is converted to a signal and sent over copper pairs and/or fiber optic cable (or other medium like satellites).

The call reaches a central office/exchange and then is routed to a main exchange as necessary. The other end is alerted via a ringer and the loop is completed across the public phone network.

So what's different about the VoIP scenario that is creating all of the excitement?

VoIP technology conducts conversations over the Internet or IP (Internet protocol) network. Because it uses broadband connections such as cable Internet or DSL, VoIP allows you to leverage your current Internet service for voice communications. This can be very cost effective for the small office/home office user by eliminating the need for traditional, local and long distance phone services.

So how is it done? With a VoIP phone, your communications are converted into data that can be transmitted across the Internet (just like your email, downloads, etc.) instead of the public phone network. On the other end of the call, the party you are calling either receives the call through their normal telephone, VoIP phone, or cell phone.

In a nutshell, the communications are seamless to you and are conducted in a similar manner as with a traditional telephone. Additional features such as caller-id, voice mail, and call routing are all available with the different service providers.

There are many providers out there that offer VoIP services for the home office application. Sites like Vonage have hardware available in retail stores that allows you to use your current analog telephone by converting your conversation to digital data.

This means that installing VoIP in your home office is nearly as simple as purchasing one of these devices and plugging it in with your current broadband Internet connection.

In larger office implementations, your current telephone vendor may be able to install a VoIP system to replace your legacy telephone system PBX (private branch exchange). This means that you could spread the advantages of VoIP across your LAN (local area network) and manage a single data infrastructure.

In the larger scenario described above, communications could happen securely across the Internet along with giving access to telecommuters, branch offices, and mobile workers. This type of VoIP system is typically referred to as IPT or IP Telephony. Essentially, it is a VoIP implementation where voice communications are conducted across an IP network (your local or wide area network).

VoIP and IPT can be simple once you understand it but there is a bit more to it and some considerations you have to work through. As always, working with your technology provider will give you the best chance at a successful VoIP/IPT implementation.

Data backup for disaster recovery

If you had to put a dollar value on your company data, what would it be? Have you ever thought of what you would do if you suddenly lost all of your customer information? Would you be able to rebuild it?

Many times small businesses get caught up in the rush to implement a new technology solution and forget about how to protect the data they are collecting. It only takes a small glitch or a major natural disaster to wreak havoc on your information systems.

So how can you solve this dilemma without breaking the bank?

There are several solutions on the market and depending on how much you rely on your information systems, you can choose to use one or many of these systems.

For the smaller companies, the major computer manufacturer's offer tape backup units to store data on magnetic tapes. You may have heard of the technology called DDS, or digital data storage (which evolved from DAT, digital audio storage).

This technology uses magnetic media to store copies of your data. Once the data is copied to the tape cartridge, you can store it in a safe place such as a fire safe or off-site vault. This process is normally performed on a daily basis.

Usually, tape units are offered with software to run the backup process. Veritas, a division of Symantec and one of the leading backup software providers, is the commonly preferred solution.

Another recent innovation in backup strategy has been the use of Online storage or Remote backup. In this scenario, software is loaded on to your servers (or workstations) that continually synchronizes data changes to a remote site or server.

This type of service is charged by the amount of data you plan on storing in the remote repository. Most providers have an easy-to-use interface for restoring single or multiple files that have been backed up over the course of the day.

Many companies use the Remote backup strategy because it offers them the ability to continually store a retrievable copy of data changes as they happen. This strategy gives you complete protection but it comes at a higher price.

Check with you local technology provider about the right solution for your disaster recovery needs. Chances are you will learn to place a higher value on your information systems.

Connecting to the office from home

It is becoming increasingly popular to have access to the office network from home. As job responsibilities increase and small businesses try accomplish more with less people, workers will find it convenient to ‘remote in’ from home or other places outside of the office.

There are many providers out there that offer ways to get connected to your office pc. If you have a stationary desktop computer at the office, services like gotomypc.com and logmein.com will install software that allows you to log in from a web browser (Internet Explorer, Firefox, etc.).

When logging in, you can access files, run programs, and utilize printing as if you were sitting at the desktop. All of these communications are made secure as the information travels from your home pc to the office pc across the Internet.

Setting up these types of services is pretty simple. From the computer you want to access from home, go to the preferred web site and set up an account. You will be instructed to install the necessary software to run the service.

Afterward, you can access the same web site on your home pc and it will walk you through connecting to your office pc.

For the larger installation or offices where you have multiple users that need access from remote, Windows Terminal Services and Citrix Server is a widely used solution.

These programs run on a single server (or multiple if you have a large network) and allow users to have remote access to critical applications.

This technology is also used for companies that require branch office connectivity. The system allows several users to connect to the same machine and use a ‘virtual desktop’ to access programs, files, and other resources.

Another nice benefit is that all of the above services can be utilized for telecommuters. As traffic increases and the amount of office space decreases, companies are finding remote access servers a viable part of their technology strategy.

Check with your technology provider for demonstrations on these services. You will see an increase in production by utilizing remote access services.

Managing customer relationships

Small business owners have a real priority in managing the relationships they have with their customers and leveraging technology to do it.

However, the focus isn’t solely on retaining current clientele. Businesses need to be cognizant of the relationships they establish with future customers.

In most cases, the initial contact with a sales person is the point of establishing a relationship with a potential client. A phone call comes in, an email inquiry is sent, or a sales representative makes a cold call.

It is at this point that a CRM system can be used to track this relationship.

CRM, or customer relationship management, comes in many forms. There are several systems out there for managing the operational side of sales and marketing prior to a sales person contacting the customer.

Easy to use email communications via a web browser, contact tracking, and marketing campaign analytics are some of the specialties. These processes can be very useful for managing the marketing side of sales.

However, possibly the biggest piece to CRM is customer service. Many small businesses find it tough to balance the communications with potential and current clients. It is crucial to keep in constant communication and provide exemplary customer service at all times.

With a CRM package, you increase the customers’ overall experience by leveraging technology. This means you can effectively communicate with your current and potential customers without sacrificing time to your daily operations.

Sounds easy right? CRM is anything but simple. It encompasses a business management mentality that must come from the top. If you aren’t dedicated to providing your customer with a memorable experience then CRM is a lost cause.

Run a search on the Internet for CRM. You will find a wealth of knowledge on the topic. And contact your local technology provider for a solution tailored for you.

Just remember, keep your technology solution focused on providing the customer the best possible experience. Your bottom line is counting on it.