Are You Following the Trends?

Posted on May 14, 2012 by cloudtippers
MarkKelley / Foter

Business tools are changing about as fast as the speed of sound. Business tools are changing because technology is changing … all the time. So, are you following the trends? Yes? Then you’re going to be OK because you will make strategic technology decisions and survive. No? You risk being left in the proverbial dust because you aren’t using the technology customers use.

You may be wondering why technology is changing so rapidly in business. It’s not because business is leading the charge of change. Customers are living their lives with technology and savvy businesses know that they must also be using the technology their customers use in order to connect with customers.

We all know how social media has taken over communicating and connecting. It used to be that businesses relied on a potential customer to find out about them via their website. Customers would research what they were looking for on the internet. A business needed a website in order for a customer to find and consider that business. Websites that also had blogs gave another avenue to showcase their expertise and connect with potential customers.

Then Facebook emerged. Facebook was all about connecting and sharing your life with others. Of course, part of that sharing was where you went, what you did when you went there, where you ate, and everything else that people talk about to set themselves apart as in the know. Businesses have been trying to figure out how to play in the Facebook ever since.

Twitter is another interesting trend. Twitter offers an easier, real-time micro-blogging platform. Limited to 140 characters, it’s an easy and efficient way to share and connect. If a person was having a bad customer service experience, they could spout off a lot in 140 characters! And it spread like wildfire. It didn’t take savvy businesses long to figure out that they could get ahead of a public relations tsunami by engaging through Twitter right then and there.

Tech-savvy businesses are also using Twitter as a primary customer service channel. If a customer is having a problem they are more apt to get a more immediate resolution to their issue through Twitter. In fact, there are some businesses that never publish phone numbers anywhere. You can email, but you will get a faster response if you tweet them.

Social media is one trend that has changed the business landscape. Technology and trends will only continue to change, and yes, the change-cycle is speeding up. Businesses and organizations that recognize and follow the trends will be those businesses and organizations that remain relevant and evolve with each generation.

Is It in the Cloud?

Posted on May 7, 2012 by cloudtippers

We have a philosophy about technology that undergirds all of our decisions about how we use technology, what technology we select, and how we maintain our mastery over technology.

It’s really pretty simple:

What are we trying to acheive?
What factors do we need to consider?
Is it tied into a cloud drive?

Almost everything else can be factored into one of the first two questions. Finding the best solution requires having the best information. While their are solutions that do not require a cloud drive, having a cloud drive reduces a bunch of risks and helps makes most of the solutions simpler. It’s all about reducing risk and making things simple easy.

Having a philosophy helps remove extraneous distractions and costs, eliminate wasteful or unnecessary hardware and/or software, and streamline operations.

If nothing else, our philosophy reinforces that human expertise and knowledge are still paramount. The purpose of technology is to serve humanity. Period.

Now that we’ve waxed philosophical, let’s get down to business. At Cloudtippers, our tagline is our guiding principle: keeping you anywhere. Mobile options have opened up new realms for conducting business and staying connected. Keeping you anywhere isn’t far-fetched at all.

The cloud is so much more powerful than being a celestial storage unit. In fact, if you aren’t using your cloud for more than glorified storage, you may not be getting the most out of your cloud! Here are some ways to consider using your cloud:

Create and access documents, spreadsheets, and presentations in the cloud. Long gone are the days when you created and used documents on your desktop. If you use Google Apps you already know what I’m talking about. Using applications in the cloud allows greater flexibility across platforms, users, and location. You can be anywhere and anyone you give permission to access, can be anywhere.

Let’s say your organization uses an online spreadsheet for hourly employees to record their hours worked. Because the spreadsheet resides in the cloud, the employee’s manager logs on and verifies the spreadsheet as part of the payroll process. Everything is in order prior to the deadline so the payroll person can finish the payroll process. Everything is located, completed, and processed from one spreadsheet located in the cloud. This spreadsheet can also be tied into the organization’s financial software, payroll service, and any other cloud-based system necessary for this organization’s payroll process. Different levels of access even make it possible for tasks to be performed offsite or another location because everything is accessed, used, and processed in the cloud. Efficient, effective, and green.

This is but one example of how the cloud can be used for something other than a celestial storage unit. What else can you envision? The sky’s the limit!

Make Them Feel Special

Posted on April 30, 2012 by cloudtippers
ehnmark / Foter

There has never been an easier time for a business or organization to get their message out. Technology has always been at the forefront of the communication revolution. Fire, papyrus, the printing press, the telegraph, the telephone, email, social media have each taken communication to another level. Humanity is always searching for a better and broader way to communicate. We have a lot to say and we’re always looking for more people with whom to communicate.

Getting people with whom to communicate isn’t the issue. People want to be in the know, are genuinely interested in expanding their connections, and want to hear what you have to say. But they do not want to get the same message over and over again across all of the mediums through which they connect.

Let’s say a customer has liked your organization on Facebook, they follow you on Twitter, they RSS your organization’s blog, and they happen to be in your LinkedIn network. In other words, you have been successful in connecting with this person or they’re really interested in what you have to share. Besides email campaigns, you have four opportunities to connect with this person.

You, as your organization’s chief communicator, have posted a new blog post detailing your organization’s latest-and-greatest-next-best-thing. You’re ready to alert the world. You open up your favorite one-stop communication app that lets you alert all of your social media channels at one time. You enter in your clever teaser, select your channels, hit send. Voila! You’ve communicated to everyone in all of your communication channels … the same message with no regard to the uniqueness of each of your social media channels.

This would not be an issue if people only followed your organization on one channel, say your organization’s Facebook page. It’s quite possible, however, that some clients are connected to you and your organization through many channels. If they are only getting the same message over all of the channels by which they are connected to you and your organization, it won’t be long until they unfriend, unsubscribe, un-whatever because they no longer feel valued.

Bulk communicating may be convenient for you, but no customer, client, or constituent wants to feel like they’re bulk. However, when you take the time to craft your teaser message for each audience (social media channel), something you say introducing your blog post in one channel may pique the interest of your customer whereas, you’re teaser isn’t relevant to them in another channel. But what do you care?!? They are still more likely to open one of the channels because you “spoke to them” versus just deleting or ignoring your message completely because the teaser was the same across all of your channels.

What’s a communicator to do?

Communicate with a strategy for each of your social media channels. Vary it to be meaningful and inspire action for that particular audience.

Always value your audience. They will stay connected with you longer and be more engaged with your organization or business or you if you value the time and attention they give. They may be part of the bulk message, but don’t make them feel like bulk.

Remember, people still wear the invisible sign: Make me feel special.

When and Why to Use an Expert, Part 2

Posted on April 23, 2012 by cloudtippers
ePublicist / Foter

In When and Why to Use an Expert, Part 1 we looked at what usually occurs when a technology problem needs to be solved in a business or organization. This time, we’ll look at what to expect when working with an expert.

Many businesses and organizations simply do not have the resources or full-time need for an IT (information technology) position. But even if an organization does have an IT staff person, very often the IT person can set up the computer network and troubleshoot installation and user issues, but is not trained to evaluate or implement a system outside their scope of focus. When an organization does have an IT person, the expert will work with them as part of the team to find the best solution for the organization.

The expert will assess and evaluate potential solutions that fulfill the parameters and budget for the organization. They will come back with a set of solutions that best fit the your needs. They will walk through all of the solutions so you understand how each solution integrates into your operation. They will also identify where a solution might require a change in operation. A good expert will already have thought about how to integrate a solution without drastic change to the organization’s operation. While the expert will present a set of solutions, they will have a best recommendation and present the reasons why they recommend a particular solution over the others.

The client-focused expert will be available to you when you encounter an integration problem. When you’re sourcing a do-it-yourself solution, often you must work with a third party. When you encounter an integration problem, is that third-party able to troubleshoot the problem for you OR do they pass you off to the support hotline (aka customer service purgatory), where you languish on hold with dentist office musak?

The Net-Net

Working with an expert may seem like a greater investment than find and implementing a solution yourself. However, there are usually factors and costs that aren’t included when doing-it-yourself. In the do-it-yourself scenario, other tasks are put aside in order to figure out a solution for the problem. Only off-the-self solutions are available to the do-it-yourselfer, which means changing how you do something to fit the off-the-shelf solution. Most do-it-yourselfers underestimate the effort and expertise needed to properly install and integrate a solution.

On the other hand an expert will:

  1. assess the identified problem and evaluate other issues, if any
  2. understand the organization’s operational processes, user experiences, and how all systems are currently utilized
  3. research and select a set of solutions that meet the necessary criteria, budget, and operational requirements
  4. present the set of solutions, with a recommendation for the best solution with the least about, if any, operational disruption
  5. integrate and test the solution
  6. train users and follow-up once the solution is implemented to make sure everything is functioning as expected
  7. be able to help you evolve your technology as needed.

 

Is there any reason why you wouldn’t use an expert next time?

 

When and Why to Use an Expert, Part 1

Posted on April 16, 2012 by cloudtippers
ePublicist / Foter

People are, by nature, do-it-yourselfers. We like to roll up our sleeves, dig in, figure it out, and implement our solution. There’s an incredible sense of self-sufficiency and self-satisfaction when we can execute something outside our area of expertise … besides the money we can save by doing it ourselves. This is especially true when:

  1. time is not a factor;
  2. money is not a factor;
  3. operational continuity is not a factor, and
  4. expertise is not a factor.

Most small business owners and organizational executives, however, do not have the luxury of time, money, operational continuity, or sophistication of expertise. So why, therefore, do they not work with an expert in solving their technology solutions?!? (That’s a rhetorical question, by the way).

The Scenario

Once a problem is identified … usually hardware, software, or some other equipment needs to be updated or implemented … calls go out to find a solution. Someone, often a person with limited technology background, is tasked with finding a solution.

They usually begin my researching on the internet or calling up vendors with the product they think is the solution to their technology problem. The person researching the solution only talks about the problem they have because that’s usually their only reference point to the problem. They often don’t know what to ask and end up listening to the vendor’s spiel. All things being equal, the price point is  often the deciding factor.

What’s NOT Considered

The goal is to find a solution. The research and data gathering is around what has been identified by whomever is experiencing the problem within the organization. Three (it seems to be the magic number) solutions are identified to what might be your problem. One solution is selected.

What is NOT considered is:

  1. what might have to change in your operation to integrate the solution; 
  2. how easy it will be to integrate the solution; and 
  3. what the ramifications will be when you do have to change.

Oh-oh! This opens a whole new hornet’s nest of issues that no one has thought about! Yikes!

The Expert

This is why you’re FIRST call should be to a technology expert you trust and who is:

  1. experienced in evaluating technology;
  2. understanding the operational flow and practices of the users;
  3. matching the right technology with the operational practices already being used.

The tech expert comes in to understand:

  1. your business;
  2. what the problem is;
  3. what you are currently doing or currently using; and
  4. what you would like to do when the problem is solved.

You are hiring the expert to find a solution that solves your problem in an efficient and cost-effective manner with as little disruption as possible to your overall operation. Technology is rarely isolated. It almost always is being integrated into a bigger system. The problem is rarely as simple as it seems. We all have experienced that! Once the solution is implemented, how often have you learned that it didn’t quite work in the way you were hoping? Related to that, how often did you have to purchase something more or else because the solution didn’t quite work out as described or the originally solution was abandoned in favor of another effort? (UGH!)

Next time, we’ll look at what to expect when working with an expert.

 

Not the Same Old Same Old

Posted on April 9, 2012 by cloudtippers
RegisterTSHero

How do you deal with change in your business? Do you look for a replacement or way of doing things that is near to what you’re currently using or were using? Do you see it as an opportunity to assess what’s working and what’s not working? Do you look to see what’s new or do you just want to go with something that’s similar?

Change presents itself in all sorts of forms. Often something doesn’t work any longer or has become obsolete. Other times, something changes in the operation or must be updated. And then there are always the changes that you make because you’re fed up with something you’ve been using.

It doesn’t really matter what precipitates the change or need for change. It is, however, an excellent opportunity to evaluate what you’ve been doing or using and consider other options that may be more effective, efficient, less costly, and more flexible. With all of the  advancements and affordability in technology today, it makes good business sense to investigate options.

Our hair salon is a great example. The owner has some stylists who are on commission and others who are independent contractors. Often she’s on location for photoshoots and weddings. The entrance is a long hallway away from the main salon area. There is no longer a full-time receptionist, and yet that is where the computer with the credit card software and landline reside. A full sheet of paper per receipt is necessary, so the receipt is cut down to size for signing and giving to the customer … a complete waste of two pieces of paper. On top of that, the owner is very unhappy with the rates and service of the credit card processing company and is already looking at other credit card processing companies.

She, being the excellent business woman that she is, knows there must be other and better options for her than when she opened her salon several years ago. With the advent of the iPad and processing apps and devices like Square, there are solutions which will be less expensive and more versatile to handle her varying operation. Receipts can be emailed directly to the customer. Not only that, but we can dovetail and streamline other operational practices, like email marketing and event registrations.

This is only one example that came about because the owner wanted to change her credit card processing company. Not only will she get better processing rates, she will have the ability accept payments on location outside the salon and there are flexible options depending on the status of the stylists. By integrating a few other functions, she increases her marketing and is able to engage in customers at other times than when they are in the salon.

What’s changing in your business? Maybe it’s time to try something new!

 

Manage Your Email List

Posted on April 2, 2012 by cloudtippers
emailmarketing

It’s been an interesting week. Clients want their technology to work automatically, but are unwilling to do the work to make that happen. We’re becoming accustomed to having our technology work magically, not realizing the hundreds, if not thousands, of development hours that go into creating that “magical” user experience. No matter how magical the user experience, the user must put in the correct data in or there will be no magical experience to be had.

Email campaigns are a great place to start. There are several factors that contribute to excellent campaign results, but I want to focus on a simple and doable aspect: The List. This probably won’t work if you have thousands of email addresses that you’ve been collecting over the course of some time. It will, however, be an excellent way to start for the business or organization that’s beginning to incorporate email campaigns into their operation.

Email campaigns are an efficient and effective way to communicate and engage clients or constituents. One factor gives you some simple, immediate feedback: Was it delivered?

We just finished analyzing the results of a client’s recent email campaign. About 20 percent bounced. That means the email addresses either were no longer valid or not correct. Because this organization is just beginning to use email campaigns and has a relatively small list, it is very easy for them to go through the list of bounced addresses and either make corrections (we think many of this list have input errors) or follow up with their donors and update their records (an opportunity for a personal connection which is important for building relationships anyway). Either way, they will now have current information.

There are a few other best practices that will help you get and maintain a good email list that we’ll cover in future blog posts. By investing a little time and effort, your List is an asset that becomes more and more valuable. Regular maintenance and excellent email campaigns will keep your clients and constituents informed and invested!

 

 

Web App Smackdown

Posted on March 26, 2012 by cloudtippers
Sondar_Head_In_Vice75

It’s time to take our heads out of the vice that keeps how we think about websites and web apps locked in dead-end mode. Sometimes we humans are such lemmings! We drink the technology kool-aid only to realize we still don’t see the technology possibilities before us. We think about using technology only in the way it is showed to us. We stop short of thinking how technology can specifically serve our own interest.

We’ve been talking to one company about replacing their aged file and email servers with a move to the cloud. Purely from a hardware and IT personnel perspective, it’s a huge cost-savings for them. In talking with others about a solution, they learned about Microsoft’s SharePoint, a collaborative software option they currently do not use. Many businesses have been using and paying for Microsoft software for so long, the move to something else is quite scary. However, there are many other options, some possibly better than even Microsoft, that can be customized specifically for a company’s operational needs. We’ve presented a solution using the information they gave us, however we could have an even better and less expensive solution for them if they are open to changing their thinking about having to use Microsoft options.

We have another client who leads a non-profit organization. She calls us when she wants to know if there’s a technology solution to what she’s trying to achieve. She’s got limited personnel and financial resources, several locations, stringent reporting requirements, and a wide-range of audiences with whom she networks and interfaces. We love working with her for many reasons, primarily because she comes to us first. We have been working with her on various projects so we’re getting to know her operation. We put together comprehensive, flexible solutions and operational practices that evolve and are implemented as time and money allow.

One project we’re currently working on with her is tied to her fundraising campaign cycle. We created an entire branded email campaign strategy that involves the entire fundraising process and different donor audiences that rolls out over a three month period. We also have the follow-up phase ready. It’s been a really exciting process.

What’s even more exciting is we can create an entire branded web app for her, based on what we’ve done this year. Because she’s getting married in the middle of this year’s fundraising campaign, Cloudtippers is doing all the work with the technology. I could see us putting together all the pieces we used into one tidy web app specifically for her future fundraising efforts. Cost-effective and efficient over the long haul because it’s specific to a project (yearly fundraising campaign), designed operationally (so you know what needs to be done when and with whom), and easy to use (so you actually use it!).

Most technology is loaded with features to appeal to the widest audiences and scenarios possible. That sounds like good reasoning. What usually happens, however, is many features never get used and because there is a painful enough learning curve, it’s easy to give up and not continue using the technology. Email campaign tools are an excellent example. Unless you have someone who is using the email campaign system regularly (and the strategy is defined), it’s easy to get overwhelmed with each email campaign and the niggly nuances of the email campaign system.

The best technology is used technology. It’s time to put technology to use for you. Rather than find a way to use the technology in your operation, why not discover the best technology for your operational needs?!?

 

Updates and Upgrades

Posted on March 19, 2012 by cloudtippers
iPad_HandHero_PRINT

The launch of the new iPad 3 this past week is the in-your-face-reminder that technology is constantly changing. I don’t remember my previous smartphone, a Treo, having operating system updates. I had the smartphone, but only because the Palm Pilot (remember those?!?) was virtually dead. It was time to upgrade.

I bet many completely ignored the update alert popups that would magically appear on your desktop. It’s been a very long time since I’ve used Microsoft Office, but I seem to remember these annoying update alerts. They were annoying, because if you implemented the update, you were certain to have problems. Nothing ever worked smoothly after the update.

Now operating systems, browsers, software, and apps all have regular updates. Devices run on chip technologies that are also constantly evolving. A bigger-better-badder chip comes out that can run bigger-better-badder apps, which requires a smaller, but better and badder device and the whole cycle starts all over again because technology is constantly evolving. Most of us are evolving along with the technology, evidenced by how many have iPhones and iPads.

We’ve been getting some questions from clients about the new iPad 3. They really want it and are wondering if now is the time to get it. There are three perspectives to consider: the IT perspective, the MIS perspective, and the Intuitive perspective. Let’s see which perspective resonates with you!

The IT perspective rarely recommends being an early adopter. They know there are bugs that haven’t been completely worked out prior to a new launch.  They like to wait until most of those bugs are fixed to ensure a smoother transition to the new product and a better, overall user experience.

The MIS perspective tries to match the best technology for the job, but only after asking what are you trying to achieve and how are you currently performing the tasks are evaluated first.

The Intuitive perspective goes with the gut because that’s how many really make purchasing decisions in the first place. Oh, we may rationalize why we need it, but when it comes right down to it, we just want it.

At some point, updating your technology is inevitable. When and to what depends on a bunch of factors. The more you think through how you use technology and what you want to use your technology for, the better you’re overall user outcome and experience will be.

 

The Time Has Come

Posted on March 12, 2012 by cloudtippers
Black Hole Fractal

Once upon a time in a far and distant kingdom, the king was extremely despondent. The magic had gone out of his kingdom. The king commanded the fairy sprites to cast their pixie dust over all of the kingdom’s inhabitants in hopes of sparking life back in them, but to no avail. Little did the king know that an evil spell had been cast over his kingdom and the life was slowly ebbing from the inhabitants. The king readied to embark on his journey to the queen of the fairy sprites. Only she possessed the secret potion to put magic back in the pixie dust. For without the pixie dust all of the inhabitants of his kingdom would parish and the kingdom would never break the evil curse and regain its magic.

The time has come for businesses and organizations to break the evil spell of inadequate websites and web technologies. Only those businesses and organizations who invest in their web technologies will survive. This is the 21st century and clients and customers expect to be able to do business when we want through whatever device we use wherever we are. Period.

A charitable organization solicited us, via an email campaign, for a business donation. The only way to donate was to fill out a form, attach a check and send in by mail! They will never receive a donation from us because it is not convenient for us.

The New York Times recently ran an article, Obama Mines for Voters with High-Tech Tools. His campaign is mining readably available online data about voters and then tailoring its outreach, message, and engagement with each of those voters. With over 12 million Twitter followers and 25 million Facebook subscribers (compared to Romney’s mere 1.5 million Facebook followers), web developers and political strategists are pursuing an audience that would never be reached or engaged via outmoded television ads and, horror of horrors, print ads and robo-calls! Why?!? Because it’s not where they are or how they interact!

Here is one more interesting concept: Elizabeth Warren, a senate candidate in Massachusetts, received 20-percent of her financial support last quarter from donors outside Massachusetts! YouTube videos of her speeches have made an impact on people around the country. Of course, she is taking criticism from her opponent. But people do care what’s going on in other places and they want to be involved … and web technologies are separating those who are serious and will do what it takes to get the outcomes they seek from those who merely think they’re in the game.

Many of us have businesses or organizations like the king whose magic has left his kingdom. We must face the reality that the magic in our business is gone and what we’ve been doing is no longer adequate. The expectations and behaviors of our clients and customers are changing and web technologies are the driving forces behind those changes. Thankfully, we don’t have to journey to the queen of the fairy sprites for our answers. Cloudtippers, and others like us, have the magic pixie dust for your web technologies.

 

 

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