Craig Crook & I started a new series called RE.MIX [exploring how business is being reinvented]. You don’t have to look far to see advances in technology, communications or in scientific management & operations. This is creating huge business development opportunities for organizations of all sizes and we’re picking the top trends from our work in helping companies execute these changes. This episode – we are talking about one trend in using online video and how it’s driving down costs and opening new markets.

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Last night I had the privilege to attend the opening night (well, the opening here in Fort Wayne at least) of Cirque Du Soleil’s Quidam.  Simply put, it was a two hour thrill ride!  The show featured is the story of young girl whose parents seem distant, uninvolved, even uninterested.  As her parents ignore her, she retreats into an imaginary world – the world of Quidam.  It’s in this world that she a variety of characters who encourage to be free.

The show is an amazing collection of juggling, aerial acrobatics, contortionists, clowns, live bands, incredible sounds, amazing light effects, and more.  It’s really difficult to describe.

As I reflected on the show, I realized that I can learn a lot from this show (and from Cirque Du Soleil in general).  Here’s just three lessons I picked up from the show that made me reflect on my own world of technology, web development, and business improvement:

1.  Everything Matters

Since Cirque Du Soleil is a circus company.  It would be really easy to say that what really matters are the performers.  And, this would be correct, at least partially.  While watching the performance, I was impressed by how well thought out and executed everything was – the lights, the sound, the stage design, the background, the story… everything.  To be fair, the acts were certainly the centerpiece.  But, these incredible acts were enhanced with incredible sound (surround sound with great bass), amazing lights, an incredible stage, a continuous movement of people in the background.  Performers didn’t just walk on or off stage.  The performed their way on stage and then performed their way off stage.  Everything mattered.  Cirque was creating more than just a circus, they were creating an environment and inviting us into it.  And, to do that, everything mattered.

The same is true of great companies.  While every business (especially tech businesses) have core competencies and areas that they focus on, truly great companies realize everything matters.  In truly great website, everything matters – the font, the line spacing, the spacing around an authors photos… everything.  It’s not enough to only focus on the core area.  Greatness demands that everything matters.

2.  Tell Great Stories

Part of the brilliance of Cirque is that they aren’t just doing great acts.  Of course they have incredibly talented performers.  But, they’re not just doing these acts.  They are telling a story.  In the case of Quadim, they’re telling the story of a young girl who is in a family with distant uninvolved parents.  She retreats into her own private world to learn about individuality and freedom.  Sound familiar?  It’s a story we can all relate to.  It may be our own story or the story of one of our friends.  But, it’s a story all of us can relate to.  And, that’s part of the brilliance of Cirque.  They do more than just impress us with their talent.  They draw us in, make us feel something, let us identify.

And, this is the same brilliance that should drive technology, the internet, and all business improvement.  Sure, the internet is filled with lots of talent – lots of really impressive “acts” – video, great design, incredible animation, amazing slide shows.  But, what really draws us in is the story – finding ways to make the company real, finding common ground among those reading, listening, watching.  Great companies tell great stories.  That’s what draws us in…

3.  Technology is a tool

Being somewhat of a production and show “nerd” – I paid attention to the “behind the scenes” things.  For the Cirque show, this meant watching the lighting operator, the font of house sound guy, the spot operators, the musicians hidden in the back, etc.  I was impressed that the entire first act was performed with what appeared to be only 3 people at the front of house position.  My guess would be a sound person, lighting person, and a director of sorts.  But, even these people didn’t appear to have a lot to do.  The whole show appeared to be automated.  Again, just guessing here, but through creative use of a lot of DMX, MIDI, and other possible control protocols, the whole just ran.  Imagine hitting play on your DVR.  Once you hit play, you don’t really have to do much.  The show appeared to work in a similar manner.  Lighting cues, rigging cues, sound cues, accompaniment tracks and click tracks for the band…  everything had to be synchronized to a central source – a central control.  But what was so great about all the technology was that it is so easy to NOT see it.  The technology just fades into the background.  And, this is exactly what technology should do.

Any technology is just a tool.  Very rarely is the technology an end in and of itself.  It is just a means of getting from point a to point b.  Technology just makes the trip faster, easier, safer, etc.  In any business, the use of technology should be a tool to accomplish the business goals.  When a visitor goes to your website, the technology of that site (PHP, mySQL, Ruby, ASP… whatever) should hide away, not get noticed, and let the visitor notice what really matters – the story (yeah, see the point above).

Three simple lessons that I learned or was reminded of by watching the circus last night.  What about you?  How have you learned these principles?  Where have you learned business principles from?  Let me hear your thoughts!

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Recently I sat down with my associate Craig Crook and we talked again about how technology is changing business.

This time we focused on phones. Phones have evolved into complex systems for communication and the lines continue to blur between virtual and hardware solutions.  Together we explore communication platforms for organizations with growing and changing needs

In this episode, we feature:

• Google Voice
• Onebox
• Grasshopper

Need more help?  Still have questions?  Connect with us and let us Review your needs!

We’ve all faced the same problem: too many emails, too many requests for help, too many follow-ups.  And, we’ve all face the same results: lost emails, slow response, failure to respond.

It’s a common problem.  Whether we work solo, in a small team, or in a huge organization, we all face the same problem – how to stay on top of client emails, responses to problems, etc.

Personally, I have several “solutions” I use to try and stay on top of the never-ending onslaught of requests, complaints, emails, and more.  One solution that I’ve now rolled out into several organizations I work with is the use of a “HelpDesk” / “Ticketing” application.

What exactly is a HelpDesk application? It’s a program that “intercepts” incoming emails and keeps track of them for you.  Say, for example, that you run a small software firm.  And, your firm has an email address for people to report any problems or troubles that they face with your software (let’s imagine that it’s help@mycompany.com).  Instead of all of these emails going to one person on just one computer, a HelpDesk application would “intercept” these emails.  Any time a new email comes in, the HelpDesk program grabs it and lets you (or several you’s) know about the new ticket.  You or anyone in your department can then log in and respond to the ticket.

So far it sounds pretty much like a normal email program, right?  Well, suppose I’m the one responding to all the emails.  And, I decide to go on vacation for a week.  What happens now?  Who responds to clients when I’m gone?  And, when I get back, how do I know what this fill in person has said in my absence?  Or, suppose that the amount of emails coming in everyday is too many for one single person to answer.  How does this get handled?  How do two, three, or more people respond to just one email?  How do we all work together?  How do we know what others have said?  How can we have “canned” answers to the most typical problems?

In all these situation, the answer is a good HelpDesk type of application.  This app lets me respond to emails, then when I am off, someone else can pick up right where I left off.

And, when we want, we can make things even more “advanced” (or maybe complicated) by setting up several emails to be handled by the HelpDesk program.  Now we can have BILLING@mycompany.com and HELP@mycompany.com and SALES@mycompany.com all go into the HelpDesk.  The program is smart enough to notify the Billing Department, the Support Department, and the Sales Department ONLY of the relevant emails.

But with just the click of a mouse, a manager can easily see what each department is doing, and even transfer tickets to other departments as needed.

It’s really a great way to for a team to collaborate.

Here’s a screenshot of the IT Department at my kids school:

As you can see, recently teachers have asked for help in areas such as transferring videos, DVD players, emails, and a broken computer.  While this might look similar to any standard “INBOX” – this one is different.  The key difference is that more than one person can monitor it.  In this case the entire IT Department can monitor all requests for help.  While the IT Department is not large (3 people), they are separated onto 2 different physical locations and often work different hours.

My personal favorite HelpDesk app is OS Ticket.  OS Ticket offers all the flexibility and features described above.  And, the best feature is that the program is Open Source.  What does this mean?  The simple answer is that the program is completely free to the end user.

So, are you involved in a service business?  Do you regularly interact with clients and need to keep track of incoming and outgoing communications?  Do you have a team or department or even several departments that respond to “help” type of questions from clients?

If you answered YES to any of these questions, then maybe some type of a HelpDesk app would benefit you.  We’d love to help get it set up and customized for your specific needs.  CONTACT US and let’s start the conversation!!

We have to enter them ALL time.  For every website, for our email, even at our bank.  We use passwords so often, that we forget just how important they are.

Until we get “hacked”.

I got that call today.  A friend’s email had been “hacked”.  Someone had taken over his email account and sent a message to everyone in his address book.  Just what was the message?  That he was stranded in London after having been mugged.  And, that he needed some cash to get home, asking all his friends to wire some money to him.

My friend found out that his email had been hacked when he started getting phone calls from his friends, checking up on him.

But, not only had this email gone out from his account.  The “hackers” had also deleted his entire address book, and forwarded all his email to a new address.  Now he was seriously messed up.

That’s when he called me.  Asking for some help.  I gave him some advice and then gave him “the talk“.

Of course, that’s the talk about the importance of strong passwords.  The problem with passwords is that we have to use them so often that we forget just how important they are.

For my friend, the problem most likely came from the fact that someone “guessed” his password to his email.  He wasn’t “hacked”, he didn’t have a virus, someone just got lucky and guessed his password.

So, just what is a strong password?

The answer is simple – long, complex, and hard to remember.

The problem, of course, is that if it is long, complex, and hard to remember – then we probably won’t remember it either.  Sort of a bummer, huh?  Well, here’s a few tips to making “good” passwords:

1. Use a combination of lowercase letters, uppercase letter, numbers, and symbols.
2. Avoid using a dictionary word.  No matter how clever you think you are being, a dictionary word will get hacked.  I promise.
3. Switch vowels for symbols or numbers.  The idea here is that any time you would want to type a letter E, use the number 3.  Instead of the letter O use the number zero.  You can also number the vowels and replace them with their corresponding numbers.  So, the letter A becomes 1, E becomes 2, I becomes 3, etc.
4. Longer is ALWAYS better.  Your password should be at least 8 characters.  But, I often suggest using a lot more than that.  Do you have a favorite song?  Why not use the first line to the chorus as your password.  Yes, the entire first line. So, if my favorite song is “Pride” by U2, my password might be “In the name of love!  What more in the name of love?”  While, that obviously has dictionary words, it would be a pretty strong password.  Use spaces, correct capitilization, and punctuation.
5. Avoid using just one password.  I know we all want to keep it simple.  But, if you use the same password for everything, then if someone happens to guess your password, then they have access to everything.  Try using several passwords.
6. Use a password manager program.  If you need help (and who doesn’t) consider using a password program.  My favorite is LAST PASS.  With Last Pass, you only remember ONE password.  You use all the tips above and create one master password that is stored on your local machine only.  No one can get it on the internet.  Then, last pass will make up a new, very complex, random password for every site you visit that requires a password.  Last Pass will do all the hard work of remembering which password goes with which site.  You only remember your master password.  The only danger here is that your computer is physically stolen.  And, while that could happen, the odds are pretty slim.  And, the thief would still have to crack your master password.  And,  if you followed my advice above, that would be  extremely difficult.

Being a “tech” kind of guy, I frequently get asked by friends and family what kind of computer to buy, things to think about when buying a new computer, etc.  So, I put together this post to put my thoughts in writing, thinking that this just might be of some help to other people.

Hardware – Maximize RAM

While hardware and numbers and stats and this and that are constantly changing, I do have a few thoughts I give to everyone who asks:

1. RAM – buy as much as you can.  Generally speaking, I tell people that the ONLY number that matters is the amount of RAM.  If you have a choice (and often you don’t), upgrade the amount of RAM.  It is the only hardware upgrade I tell people to worry about
2. SCREEN SIZE – this only relates to a laptop, but… I tell people to not buy a laptop larger than 15 inches (that could be 15 point something – like 15.7).  Anything bigger than that is going to be too hard to carry around. It won’t fit in standard backpacks, it will be heavy, etc.  Stick with the 14 – 15 inch sized laptop

Software – Stay Away from MS Office

Again, there’s a ton of software choices available.  But here’s just a couple of options I tell people about:

1. OFFICE – I don’t think MS Office is EVER worth the money.  There are many options available for cheap or even for FREE.  My favorite choice is OPEN OFFICE.  Open Office is completely free to use and can do just about everything that MS Office can do.  Considering that MS Office runs anywhere from $130 – $250, this is a great savings
2. PHOTOS – one thing you will most likely be doing with the new computer is storing your photos.  I would suggest downloading and using a photo program.  Most digital cameras come with a photo program.  But, I tend to hate these.  I suggest using PICASA by Google.  It is a free program and does a great job storing and sorting your photos

Buy Online Backup

This is an area typically overlooked when buying a new computer.  How are you going to backup your computer?  A good backup needs to be simple (so we use it), automatic (so we don’t forget it), and off-site (so we have it even if our house burns down).  My favorite solution here is CARBONITE.  For just $60 a year, Carbonite offers unlimited online backup.  All you have to do is sign-up for an account, download the software, and let it run.  The software program automatically backs up your computer whenever an internet connection is available.  The back up is stored away from your computer and is encrypted for protection.  It is an incredibly easy solution that is a must have.  Use some of the money you saved from not buying MS Office to pay for Carbonite.

Install Anti-Virus

Assuming you have a PC, then you really need decent anti-virus software.  My choice is to use the free anti-virus put out by Microsoft.  The program is free and is called Microsoft Security Essentials.  While not perfect, for the price it is the best choice.  It is the only program I would install.  Don’t buy nor install other virus, spyware, malware, whatever crap.  Just install this one program and then forget about it.

Don’t Buy Extended Warranty Plans

A protection plan is one of the “contracts” you can buy when checking out. If anything goes wrong with your computer, you can bring it back to the place of purchase and they will fix it.  Typically I tell people NOT to buy these. They are simply insurance policies.  I think a much better option is to by your own insurance.  Simply save some money every month for PC repair.  Then if you do no use it, you still have the money.  In today’s low cost hardware world, I don’t think the extended warranty plans will pay off.

Change Browsers

I usually suggest to people that they consider downloading a different browser.  Just to make sure we are on the same page, a browser is the program you click to surf  the internet.  Typically, people use Internet Explorer (the big blue E).  While Internet Explorer is getting better all the time, I still think that other options are much better and much safer.  My favorite browser right now is Google Chrome.  Google Chrome is faster and more secure than Internet Explorer, at least in my opinion. It does take some getting used to.  It isn’t the same as Internet Explorer.  But, I think the end result is well worth the time spent learning a new browser (it wont’ take long)

So, that’s my list.  Six things to think about when buying a new computer.  I wrote all of these from the perspective of a PC.  If you’re buying an Apple computer, then the thoughts all change.

What do you think?  Do you have your own list of  ”must do’s” for a new computer?  Let me know what’s on your list.

Here’s our fourth installment of our Tech Trends vlog.

Craig and I talk with about some of our own personal favorites in the area of cloud productivity.

In this episode, we feature:

• Podio
• 37Signals
• Evernote
• DropBox

Let us know your thoughts!

So, recently I was asked by a friend what would make the best e-reader – the Kindle or the iPad.  It’s a great question.  I think it boils down to five key issues.  I’ve listed them below (and made them all start with “P” – isn’t that cool?).

Before I start, let me throw out my disclaimer…  I own the latest Kindle.  And, I absolutely love it.  And, I don’t own an iPad.  So, while I think my thoughts about the two as e-readers are accurate, realize that I have some obvious bias.

Now, with that out of the way, here are the five issues I think anyone should consider when buying an e-reader:

PURPOSE?

PLACE?

POWER?

PORTABILITY?

PRICE?

PICK?

Our second installment of our own little video blog – Tech Trends.

This time Craig and I talk about iPads, Laptops, and Smart Phones – when to use each one, which one is better, where the technology is going, etc.

Let us know your thoughts!