1. Two ways to access your work and personal GMail accounts from the same computer:

Say you have your business email, j.doe@acmewidgets.com, running in Google Apps and you have a personal GMail account, johndoe@gmail.com. Logging in an out of these accounts throughout the day can be tiresome. Here are two solutions that can make it less painful.

1. Method 1: Use the “Switch Account” Feature
• Log into the your Google Apps account and click your email address in the top left corner (in this case, j.doe@acmewidgets.com). Select Account Settings. Underneath your email address and aliases you’ll see an option called Multiple Sign-In. Click Edit. Select “On” and check the boxes that verify you understand how it works (actually read these). The biggest drawback with this method, in my opinion, is that you cannot access your Google Apps email or calendar offline. Another issue is that if you use a browser with tab pinning like me, and you always have you calendar and docs open, you have to relog into those as well every time you Switch Accounts.
• Method 2: Use Icognito Window in Google Chrome or RockMelt (a Chrome-based browser). 
• Run Google Apps (and Calendar, Docs, and whatever else) in a standard browser tab. For your personal GMail, launch an Incognito browser window from within Chrome (click the wrench icon) or RockMelt (click “RockMelt” in the upper left corner). This will allow you be logged into both your Google Apps account and your personal GMail account at the same time, which I much prefer. Thanks to Erica Strickland of Right Hand Maam for this tip. 

2. Schedule Emails in Google Apps with Boomerang

One of the features I instantly missed when Carceron transitioned from Microsoft Exchange / Outlook to Google Apps was the ability schedule emails. I often used this feature to send out timely reminders for any number of things, such as to my staff about things they needed to be prepared for at our next meeting, or to remind people of a far off event but with an email that would arrive closer to the actual date (without me having to remember to do it on that closer date). That problem is now solved by Boomerang, an plugin for Google Apps. (Thanks to Marcus Bearden at my company, Carceron, for this tip).

3. Hit the Mute Button to Remove Yourself from Email Conversations You Don’t Want to Be a Part Of.

If you have any kind of management role in your company, odds are you’re CCed or BCCed on a lot of emails, to say nothing of email jokes that get commented on for days. A very simple way to rid yourself of this problem is to use the built-in Mute feature. Open a message/conversation that you would like to ignore, click on More button then click on Mute. This is a Lab that you will need to activate from your options (gear icon on the top right, then click mail settings, then click Labs). You can also search Muted threads and even unmute conversations. Very handy for managers with email overload. (More information)

Leadership & Goal Setting in 2010

Accountability – From Resolution to Reality – How Will You “Get It Done” This Year?

Now that we are 1/2 way through the year, how much have you gotten done? Are you on track to complete all of your company’s goals this year?

I can safely say that Carceron is not? Why not?

We moved offices in Q2, which is still in progress with various capital improvements like a new air conditioner for the server room, conference room furniture and other amenities, etc. Somehow, something as big as an office move never made it onto our original list of goals when we planned everything last year. Needless to say, moving into a new office is something of a time sucker. Consequently, this, along with a wave new business opportunities (certainly no complaints about that), has delayed some of our other goals that we had set to complete – especially the ones due for completion at the end of Q2.

So what happens now? Do we pout about that fact that we are behind schedule? Of course not! Things happen! Life happens! You simply adapt. If a few things get pushed into Q1 of next year…  so be it.

What I would recommend doing is going over all of your goals with your staff or at least your management team. You may find that some goals are no longer relevant and can be removed. Other goals may need to have their completion dates changed because of the unexpected life events or just because you realize that goal A is really dependent on goal B and you only just now found that out.

Don’t give up. Reassess, adapt and execute. Get everyone back in alignment and march forward!

.

The concept of Time Compression was recently introduced to me by a client at the conclusion of a recent meeting. I was so enthralled by what he taught me that I did some more research that night and found several articles that further elaborated on the concept and what it means for business.

The first article I found, Technology’s Time Compression, is an excellent primer. At the bottom of that article are links to several other articles, all worth reading, but the two that were most interesting to me were It’s Time for Zero Time and We are Literally Trying to Stop Time.

What I got out of the latter two articles is that, at a minimum, we are trying to reach zero time, preferably negative time. The analogy of a track runner is quite appropriate. Track runners are constantly trying to reduce their times, with the ideal time being zero seconds. But can we achieve negative time? I don’t think a runner could, but we might able to as business owners. This is why business intelligence (BI) and dashboards are so hot right now. Dashboards are more than being able to see real time performance – they are about predicting the future and being ready to adapt to it instantly. You might argue that adapting instantly would be a definition of zero time. However, without proper business intelligence, you won’t be able to make the necessary predictions and subsequent preparations for that instantaneous switch. Negative Time is about being able predict when the change will come and changing at that precise moment (because you’re ready for it), versus reacting to the change once it has come to pass – where the first phase of the reaction is planning (what are we going to do?) and execution (doing it) both of which take time and make you late to the race.

Think about how this translates to business in terms of things like response time, resolution time, order time, processing time, or any other operational task where time is “consumed”.

In my business, Carceron, we monitor servers, networks and desktops in attempt to predict failure. These articles tell me that we can probably be doing a lot more with our monitoring and other business processes.

How can you achieve Negative Time in some of your business processes?

While I certainly appreciate the publicity that such an honor has bestowed (…and the complimentary business class airline tickets from AirTran), it occurred to me that regardless of how important, or unimportant I found this award to be, there are others who probably consider it important, such as other members of the Metro Atlanta Chamber, my staff at Carceron, my family and others.Thinking back to the event, I recall the final seconds before they announced the honor and was so nervous and choked up (a feeling that I definitely had not anticipated having) that I was extremely relieved when Debbi won. If I had won and was forced to get on that stage, it would have been a very “un-manly” moment for me.

More than a week has passed and I have had time to reflect on all of this: my feelings of modesty relative to my being worthy of such an honor; how important I viewed the award relative to others;  the unexpected emotions that I experienced just prior to the announcement. I have found a sort of mental compromise that reflects my modest impression of the honor and the reverence that others hold the award in. Here goes:

I must now live up to the award’s name and truly be amongst the top 5 small business persons in Metro Atlanta as viewed by all of Atlanta – not just the Chamber.

It’s a lofty dream, but achievable I think.

_____________________________________________________

My article in the Atlanta Business Chronicle

My promotional video created by the Metro Atlanta Chamber of Commerce and Atlanta Business Video for the event.

Web Sites of the other Metro Atlanta Small Business Person of the Year Finalists:

Debbi Shapiro, Henderson Shapiro, (#1 Small Business Person of the Year)

Shelly Justice, Convention Models + Talent Agency (finalist)

Susan Bixler, Bixler Consulting (finalist)

Shannan Russo, Kinetix HR (finalist)

While fresh leadership can be a good thing, sometimes a required thing, it’s evident that the process of transferring it is a complex and significant undertaking.

I often dream of both a infinite future with Carceron, and, of a very different future where someone better, smarter and more innovative than I takes the reins of the company (I think we have those people working for us right now, by the way). While it may look like a proverbial “fork in the road”, it really isn’t – is it? After all, an “infinite future” is nothing more than staying on the same endless “interstate” – and so long as the ride is enjoyable, the customers are happy and employees are happy, who cares? I say enjoy the ride! But every once and a while those “exit ramps” appear, and you can’t help but wonder:

What would I be doing if I weren’t running this business right now? What if I started another business doing ___________ ? What would my business would look like a month after I’m gone? 1 year after I’m gone? 5 years?

And if the company did start to fail, would I come back to save it? As Michael Dell did? – Which I think really speaks to the question: “What does this business mean to me?”

I can tell you that the answer to that question has changed many times over the years as Carceron has grown… and will continue to change in the years ahead. I can’t help but feel that when that meaning ceases to change – ceases to evolve – the exit ramp will look more tempting.I’m not sure why I feel that way. It seems illogical that “the meaning of my company to me” must continually evolve or else I look for greener pastures – but there it is.

In Michael Dell’s case, we could safely assume that “legacy” might be his reason for returning to Dell. With a company as large as his and with so many people working for him, it’s an answer that is as easy understand as it is sincere.

Legacy might be what drives small business owners to stay in a business longer than they should, but I suspect it to be other things.

What’s yours?

While these tips and tricks can be used by anyone, for almost any reason. I am going to explain how I use them from the perspective of a business owner. Why the distinction? Because business owners are generally juggling many responsibilities at the same time: business development, operations, administration, short and long term projects, serving on non-profit and association boards, etc.

In the digital age, a lot of management is done from the inbox. For many business owners, the inbox serves as both a communication repository as well as a t0-do / follow up list. The problem with this approach is, that given how many things the business owner is involved in, the inbox can fill up pretty fast – to-dos get mixed in with communication follow ups, etc. Here’s what I handle it: (all of these tips are based on Outlook 2007)

Organize Using Subfolders & Categories

The most commonly used method of organizing email is to use subfolders. I have several just under my inbox. I have one subfolder that acts as my GMail inbox, so those emails stay separate from my Carceron email (I use my GMail account strictly for personal stuff). Another way that I use subfolders is to store important emails relating to any association management that I am involved in. For example, I might have one subfolder called “Corporate Connections”, one called “Kiwanis”, etc.  – anything where I am on a board of directors or serve in a management capacity outside of my company, Carceron. It is important to note that I do not archive all of my business emails in my personal subfolders, but in Public Folders in Exchange – this way everyone in my company has access to them. To create a subfolder in Outlook, simply right click on the Inbox (or whatever folder you want to create the subfolder under) and select New Folder. Name the folder and you’re ready to go.

Many business owners and managers use their inbox as their follow up repository. An easy way to organize your inbox is by Categorizing email. To Categorize email, simply right click a message and click Categorize. You can create your own custom categories and colors by selecting “All Categories” at the bottom of the Category menu. Once you start categorizing, then you’ll want to sort your Inbox first by Categories and and then by date. This way, newer and un-Categorized emails is always at the top and  email is always together bundled below. The end result should come out something like you see below. Note that the “Categories: (none) (1839 item, 2 unread)” is my unread and or unprocessed email.  The email in the Category containers below are for follow up (e.g. CARCERON Accounting – which I will open when meeting with my book keeper or CPA)

Prioritizing & Email That Needs Your Attention

I get a ton of email from a variety of sources: my staff, clients, the associations I belong to, social media, vendors, etc. Obviously I want to prioritize my staff and clients. To do this, I “re-color” their message in my inbox so that I can quickly identify them amongst the hundreds of other messages in my inbox. To do this, simply click on any message from a person that you want color coded in the future, then, from the top menu bar, click Tools –> Organize; select the “Using Colors” options and then simple select your color. Here’s an example:

If you have a very full inbox, a more effective way to get to the emails you need to respond to faster is to use Search Folders. If you look just below your Tasks folder, you will see the Search Folders section. To create a new Search Folder, simply right click “Search Folders” and select “New Search Folder”. A window will pop-up that will allow you to configure the your new Search Folder (which is really more of an inbox filter). There are many ways to configure your Search Folders. The primary way that I use them is to filter by people. For example, I have one folder for my company, Carceron. When I click this folder, it will display all emails currently in my inbox from everyone on my company (assuming that I have specified them in the search folder criteria). I have similar folders setup for various Corporate Connections chapters, clients, VIPs, etc. It also comes in very handy for voice mail. I use YouMail for my mobile phone’s voice mail. This service emails me a transcriptions and MP3 file of all voice mails that I get. Using a Search Folder customized to view only emails from YouMail is a very fast and effective way of processing voice mails because I can just “read” the voice mail as an email message and respond to it or delete it without having to listen to every single voice mail.

Automate Email Sorting

Using the Rules, you can automatically sort emails a variety of ways. I use Rules to route all of my GMail correspondence to a separate subfolder, to route all e-newsletters to a separate folder (I can get to those later when I have time), routing electronic faxes to other folders, Google Alerts, etc. To setup custom Rules, click on Tools –> Rules and Alerts. You can do a great many other things with Rules, like create different sound notifications based on the sender, or automatically flag messages for followup base on sender. Have fun with it.

Some Other Strategies

Do It, Delegate It or Delete It

If you want to really take your mastery of Outlook to the next level, purchase the book, Take Back Your Life with Outlook which is chock full of tips and tricks to make Outlook really work for you as well as how to better manage your time. One of the core teachings of the book, as it relates to inbox management, is “Do it, Delegate it, or Delete it”. Basically this means means do whatever needs to be done at the time you are reading the message, or, delegate it (forward it to a staff member, convert it to a Task and assign, etc.), or, delete it (junk mail, unimportant FYIs, etc.). If you follow this to the letter, than you should have a very small inbox. This philosophy does not work for me as well it could, because I keep so many categorized follow up emails – but it is essential to keeping my Inbox much slimmer than it could be. Delete is especially useful when your checking messages via a mobile device like a Blackberry – as long as you remember to do it. I get tons of FYIs and CCs  (e.g. FaceBook notifications, etc.) that I have no need to keep that clutter up the inbox. If I remember to delete these messages that become useless once read, then they will not be waiting on me when I open Outlook later on for some real email processing.

Schedule Email Checking

If you are trying to focus on a particular task, like writing a proposal or SOP, it can be very distracting to have emails continually flow into your inbox, making noise and popping up notifications in the lower right corner of your screen. The solution is very simple, yet surprisingly hard for so many people who have the need to always feel connected: Set Outlook to Work Offline or close Outlook down while you’re working. When I have an admin day where I need to get a lot done, I check Outlook 2-3 times a day: 1st thing in the morning, after lunch and, perhaps, late afternoon. In between those times it is set to Work Offline. Incidentally, this is also a great way to catch up on email without being interrupted. How many times have you been working on trimming down your inbox only to be stalled by new incoming emails as well as ongoing email back and forth from what you are working on in your inbox? When I process my inbox, I have a goal, usually in days, of email that I want to process using Do It, Delegate It or Delete It. So I set Outlook to Work Offline and I process, for example, all email from the previous 3 days. Anything that I send, will hang in the Outbox until I set Outlook back to online.  To set Outlook to Work Offline, simply click the the area in the lower right corner of Outlook that says “Connected to Microsoft Exchange” and then select Work Offline.

I hope that this returns a little sanity to your life.

]]> http://massaker.me/computer-networks/outlook-inbox-management-tips-tricks-for-business-onwers/feed 108 http://massaker.me/computer-networks/moving-the-office-part-iii-reestablish-base-camp http://massaker.me/computer-networks/moving-the-office-part-iii-reestablish-base-camp#comments Thu, 08 Apr 2010 13:55:07 +0000 Chad Massaker http://massaker.me/?p=577 So moving day is upon you.

First and foremost, you will need to get your communications up and running. This means moving the telephone and computer systems and having them hooked backed up by professionals. In the Atlanta market, for telephone systems, I recommend Robert Brock’s company, Square 1 Technology. For computers and the network, I obviously recommend my company, Carceron.

As far as moving your office is concerned, you can do it yourself of course (that’s what we did, along with an army of youth volunteers). But you may want to outsource that part, especially if you’re a bit bigger (2000 sq ft. or more). In that case, Debbie Ponder from Suddath Relocation Systems is who I would use in the Atlanta market. Regardless of who you use to move or how, you should have a space plan for the new office. A space plan is a layout map of the office that shows where every piece of furniture is going to go and how it will be positioned. It’s especially helpful to have measurements of your furniture relative to each room’s dimensions. also be mindful of the position of the door into the office relative to your desk. “L” shaped desks may not be able to go into the office just how you want it based on the position of the door into the office. If you’re getting any additional new furniture for the office, make sure to coordinate with your furniture rep on the move in as well.

You also might have a lot of loose ends to tie up here. Such as:

• Getting office and server room locks re-keyed and disseminating those keys to relevant employees
• Signage (reception area, parking, etc.)
• Touch painting after move in (hopefully not)
• Security system operational
• Interior Decoration (hanging plaques, awards, etc. – adding some plant life to soften the place up a little)
• Stocking the kitchen / break room
• Commercial Insurance is updated for the new property and you have a certificate of insurance into the landlord / lender

If you brain storm with your staff over everything that needs to get done from the very beginning, then put that list where everyone can see it (in LifeTick or SharePoint for example), you should have a very successful and relatively pain-free move.

Moving an office is a process accompanied by so many possible emotions: joy, dread, relief, stress, and more – that it can seem like you need a therapist just to deal with the move… for everyone in your company. After all, you still have a business to run, and if you’re reading this, you’re most likely not a Fortune 500 company that can outsource all of the planing and execution that goes into it; you’re most likely doing it all yourself. So how do you run a business while moving somewhat painlessly -  change the oil while driving car, per se? I am about to tell you.

Timing and the Tenant Rep

You need to give yourself as much time as possible, 6-12 months ideally. The less time you have the more likely you’ll be forced into something you don’t want due to less time to search for vacant properties and less time to negotiate the deal. And let’s talk about negotiating that deal. Two Words: Tenant Representative. You’ve most likely used a residential real estate agent to purchase and home, it is doubly or more important to secure a tenant rep for your commercial space. Here’s how a tenant rep benefits you directly:

• They are free (they are paid a commission by the landlord)
• They have access to commercial MLS (multiple listing) systems that provide real time information on vacant properties which helps you narrow your search based on pre-defined criteria like:
  • Access to interstate(s)
  • Power & Data Cabling
  • Office Layout
  • Class A vs B vs C (think quality)
  • 1st Floor vs any floor
• They are master negotiators (or should be), protecting your interests from the landlord and negotiating the lease for and with you.

We used Bob & Rob Hill of Hill Corporate Partners. They walked us through our 56 page lease in painstaking detail and knew things that needed to be changed right away that I would have never know to ask for. That is the biggest reason you need to use a tenant rep.

Some other notes when considering properties:

• When you walk through your final choice of office to develop the “buildout and refresh” scope of work for the landlord, make sure to so in full lighting. When we did ours, the power to our unit was turned off due to small flood in the adjacent office suite. So we viewed the space with our BlackBerry video lights. While this did not really affect the buildout that we needed done, it did significantly impact what we asked for in terms of bringing the unit back to an acceptable move in condition (refresh). In our case it was painting walls, peeling wallpaper in the bathroom, carpet stains, and other cosmetic blemishes. No worries. We handled it ourselves. It was just a pain that could have been avoided.
• If you need any buildout work done, make sure that you have you, your tenant rep, the landlord and the architect (usually hired by the landlord) in the room and go over precisely what your recommendations are and arrive at a consensus on the final total square footage. In most offices this might be pretty straight forward, but because our new office has a curved front, many of the of the interior walls are at weird angles which made calculating square footage accurately a challenge.
• Be extremely detailed in your scope of work for both the buildout and refresh. Insist on meeting with the property or construction manager personally to go through each item so that there is no confusion.
• Check the functionality of everything mechanical, like:
  • Doors fully closing and latching
  • Sinks work correctly and don’t leak
  • Toilet Flushes
  • Light Fixtures all work
  • Ceiling tiles are all intact and not cracked

What it taught me about myself:

It confirmed in me that I have the ability to lead my company through a crisis. Having started Carceron during the 2001 recession and surviving a 2nd one is no small feat and one that I am proud of. Hell, if anything, it has been invigorating.

What it taught me about business:

That all of the sales rhetoric about selling on value versus price is null and void during a recession. We had several clients with whom we thought we had very strong relationships that put our contracts out to bid and switched  to the competition for as little as a $100 difference per month. Put more simply, fear trumps value.

What it taught me about the world:

That money can truly brings out the worst in us and I fear that it will only intensify. I find it somewhat ironic that we all discovered a new found sense of unity and patriotism after 9/11 happened, but when the economy melted down we did little but get very angry and very afraid.

It reminds me of something I read long ago about the window and the mirror. The less evolved will tend to look out the window for the source of their problems, thinking that it could not possibly be from the outside. However, many people have a hard time looking in the mirror (even me sometimes) for the source of their problems.

It also reminds me of a dysfunctional family (of which I have ample experience). You accept your family members (in this case the banks and government) flaws and all, no matter how often they screw you, but when someone outside the family strikes a blow we become enraged. No one picks on my dysfunctional brother but me damn it!

Perhaps I’m being overly harsh. After all, what could have us little people truly have done?

When I sat down with our customer advisory council about this, we were told our biggest distinction was our customer service. However, I am finding that difficult to market because I want the message to rise above the status of a platitude. When is the last time you went to a networking function only to hear people say the same old crap:

“We pride ourselves on customer service”

“We the most reliable, dependable, etc.”

blah, blah blah. It’s all talk unless you can prove it.

What I want to market, the story that I want to tell the world, is that we are the best at what we do. Something like:

“Everyone claims to have great customer service, but we can prove it!”

Some of the ideas I have had are:

• Promoting that we are the most recommended IT consulting firm on Linkedin.com (already using this)
• Customer Service Award from the Better Business Bureau or some other type of entity (we have a competitor that has done this

I’m not thrilled with the idea of awards because I think people today realize that many such awards are shallow victories. The chance of you winning an award these days seems to be more about who you know than actually possessing the merit to deserve the honor.

I need a way to prove that Carceron is the best at Customer service and I need a way to spread the word. Can you even market customer service?

P.S. If you have any other ideas around differentiation for a managed IT services business such as mine, I am all ears.

P.S.S. I’m not looking for a marketing consultant, so please don’t reply with a solicitation.