telecommunications

Basic Communication Tools

Specific tools that can be used for communication include telephones, pagers, facsimile machines and Personal Digital Assistants (PDAs). The lines between the devices are blurring. For example, a telephone can now contain all of the functions of a PDA and also access email and the Internet. For this discussion, however, each device will be presented as a separate entity.

• Telephones

  There are many types of telephones and only you can decide which type(s) or combinations of types are right for you.

  Even the standard telephone that is installed in your office has many options. You should start with at least one line that is unique to your business. This line should have the capability to take messages in case it is not answered personally.

  The wireless telephone is becoming a requirement. With a wireless telephone, you can avoid missing calls. The features needed for this type of telephone depend entirely on you and your needs. You can get the basic instrument free by signing up with most carriers, or you can get a model that can receive your email, store your contacts, maintain your calendar and allow you to play interactive games.

  There are many features from which you can choose on standard and wireless phones, such as call waiting, call forwarding, conferencing capabilities and voice mail. There are also many plans and many carriers from which you can choose. Competition has forced options that bundle popular features and usage patterns, making them very cost effective. Be sure to ask questions about your specific needs before selecting a carrier and a plan. When your usage or your needs change, do not hesitate to request information on plans that more closely meet your new set of requirements.

• Telephone Tips

  It is important to treat the telephone as an important business tool. Record a voice mail message that indicates when you will return the call and then continually check your voice mail to return calls promptly.

  Have a separate line for your business phone and your personal phone. Don't have family members pick up or use the business phone. Get any required extra telephone lines installed before you start.

  A remote (voice mail) answering system is usually more desirable than using an answering machine. Voice mail is reliable, reasonable in cost, accessible from anywhere and projects a more business-like image.

  The need for an 800 number is becoming less important because long-distance rates are much more affordable.

  Consider using a headset for both wireless phones and cell phones. It is clearer, safer and you can move about with free arms.

  When leaving phone messages, clearly state your name and phone number at the beginning and the end of the message.

  Be polite in wireless use! Good business courtesy includes avoiding being interrupted by telephone calls when in a meeting or during a business lunch.

• Pagers

  There are many varieties of pagers: those that only receive numeric messages; those that provide both voice and text capabilities; those that have two-way messaging; and, those that have the capability of receiving and sometimes even sending email. They now come in colors and sizes to meet your every need.

  Some devices operate on paging networks, have the features of a PDA, allow you to receive and reply to email messages and the latest models include a cellular telephone. One of the key decision points is the geographic coverage that you will be needing. This coverage can be as limited as your own county or as comprehensive as nationwide. Usage charges increase as coverage expands.

• Pager Tips

  Use the pager with the same polite guidelines as the wireless telephone. Keep the pager in "vibrate" mode when involved in business meetings. There is nothing more distracting than having a pager play music during an important discussion.

  If you use a pager with a wireless telephone, you can manage your interruptions. The one thing that you must do is to make sure that the expectations of those paging are realistic - you will get back to them as quickly as possible, not necessarily immediately.

• Facsimile Machines

  The decision must be made as to whether to get a simple fax machine or whether to get an "all in one" model that not only faxes but also prints and scans. Consideration should be given to your budget and your space constraints. Generally, the simpler the machine, the less problems you will have with it.

  It is very important to get as much memory as possible on your fax. That makes it possible to send at a rate faster than the rate at which the fax can print. Only when the memory is full will the transmission rate slow down to the speed of print.

  Some vendors can provide you with a fax number that works with your email system. Sending a fax to you works just like it does when the fax is being received by another machine but you receive it as an attachment to an email. This can be very handy for those who travel on a frequent basis and are not always near a fax machine.

• Facsimile Tips

  Use a cover page that is appropriate for your company. Remember, this is external communication that reflects your business and your image.

  Use a separate dedicated phone line for your fax machine.

Computers

A computer is such an affordable tool that it should no longer be considered an option for your business!

The following discussion will focus on three basic models - desktop, laptop, personal digital assistants - and the software that makes them work.

Desktop

- This is the most common type of computer, one that is set up to operate in your office. This computer system should include a basic processing unit, a monitor, a modem, a CD drive, a floppy disk drive and a printer. Some type of backup storage should also be considered, such as a Zip drive or a read/write CD.

Computer systems can be purchased for a wide range of prices. The only advice that seems appropriate is to get as much and as fast as you can afford. Given rapid advances in technology, whatever you buy today may quickly become obsolete. Fortunately, this does not mean that the computer you purchase will not meet your business requirements for a much longer period of time.

Laptop

- A laptop computer is portable. A single unit will contain a combination of the capabilities shown for the desktop. It usually does not include a printer so that will have to be purchased as an additional item. Another option is a docking station that allows you to plug your laptop into a unit at your office, giving the capability of using your laptop as the basic processing unit while enjoying the use of a larger monitor and a full-sized keyboard.

Laptops tend to be a bit more expensive than desktops but if you travel and need computing capability, it is worth the extra expense. Once again, get as much capability as you can afford.

Personal Digital Assistants

- Handheld computers, or Personal Digital Assistants (PDA's), are becoming increasingly popular. There are basically two versions of these units: 1) those that use the Palm Pilot operating system and 2) those that use the Microsoft Pocket PC operating system. These units allow you to synchronize your key organizational elements with your computer. In a very small package, you can have your entire contact list and your calendar as well as a list of things to do. Many of these units also allow you to receive and respond to email via wireless or modem transmission. You need never be out of touch!

Software

- The software you purchase is key to making your computer a productivity aid. The operating system, whether it is a PC or a Macintosh, should be loaded onto the system. Many software packages are often bundled into the system at the time of purchase. At the bare minimum, you should have the capability to do word processing, spreadsheets and presentations.

Additionally, you should consider financial and accounting software that is appropriate for your particular business. Keep in mind that many accounting/bookkeeping software packages are not double-entry systems and care must be taken in making the entries correctly.

Auxiliary Products

- There are many products that can be used in conjunction with your computer to enhance the functionality and image of your business. These also require software specifically designed to facilitate their usage.

Types of Communication

Communication is key to any business success! Unless potential clients and customers are aware of your business, they will not have the information to contact you or to purchase your products. When they are aware of your business, they must be able to contact it easily.

Two types of communication are essential - external and internal.

• External communication reaches out to the customer to make them aware of your product or service and to give them a reason to buy. This type of communication includes your brochures, various forms of advertising, contact letters, telephone calls, web sites and anything else that makes the public aware of what you do.

  Image is extremely important in external communication! Your logo should represent who you are; your letterhead should be a selling tool; your telephone message should reflect your professionalism.

• Internal communication is essential to attracting and retaining a talented staff. You must provide the direction for the company by consistently communicating that message; you must motivate your staff through various forms of communication, which can include awards, newsletters, meetings, telephone calls and formal and informal discussions.

Effective communication requires tools and planning. In this session we will discuss those tools, as well as planning guidelines, to facilitate that key element of your business - communication.

The following discussion will be grouped into

1) basic communication tools

2) computers; and

3) the Internet.