Coleman Technologies Blog

What Should My Documentation Include?

Basically, your documentation should be a complete inventory of all the technology you have, first divided between your hardware and software solutions.

Data theft is a big deal, but there are ways that you can protect yourself and your money when utilizing this technology.  Some are more involved than others, so let’s dive right in.

Tip One: Cover Everything that Your Business Requires

As you’re putting together your handbook, you need to figure out precisely what you want every member of your team to know. This will give your team the advantage of knowing what is expected of them, along with the other information that they will need to know, like:

For Much of History People Worked From Home

In medieval times people predominantly worked at their place of residence. Many people of this era in Europe lived in what are known now as longhouses. They lived a subsistence life, looking after their crops and livestock. Individuals that lived in these communal buildings typically found a way to justify their inclusion by gaining a trade that would help the rest of the people out. In fact, it wasn’t until the mid-18th century where people started going outside their immediate community to go to work; and even then, the people that ran the factories lived and operated out of small buildings adjacent to the main factory.

The COVID-19 pandemic is the first time many of us have had to deal with this level of threat, and now that businesses start to re-open in an attempt to stagnate a recessionary dive in the economy, there is a lot of ground to cover. Today, we go through the considerations you need to make, and the actions you need to take, to keep your business clear of COVID-19, and what steps to take if the virus makes its way into your business. 

The first thing that you need to consider is that this thing won’t last forever. Most businesses, if they had no contingencies in place, or if they were forced to close by mandate, probably have been burning through cash for the past month. Those that haven’t are fortunate. Small business owners need to stay proactive during this period, altering their company’s remote work strategies if need be, and searching for low-interest loans to get them through this difficult process. Let’s get into some of the most useful tips on how to get your business through this disaster.

What is BlueKeep?

BlueKeep is a malware strain that was first discovered in May 2019, and was patched in short order to prevent it from becoming another situation like EternalBlue. EternalBlue was the exploit that allowed WannaCry to have such a considerable impact, especially on healthcare providers in the UK. Despite this precedent, however, many hospitals neglected to apply the necessary patches--and that isn’t even the worst part.

The worst part is that the three systems that BlueKeep impacts (Windows 7, Windows Server 2008, and Windows Server 2008 R2) share one thing in common: they have all passed their end-of-life date, and therefore no longer receive security updates.

This makes this situation a two-fold disaster. Not only have patches been released to mitigate BlueKeep, the systems affected by BlueKeep should not be in use anyways.

Of course, it only gets worse, and paints an unfortunate portrait of medical IT. A reported 22 percent of BlueKeep-vulnerable devices are yet unpatched. Worse, 45 percent of connected medical devices remain vulnerable, making things like x-rays, anesthesia machines, and other care-driven technology a risk to use.

Are you concerned about your organization’s technology?

Lean on the IT experts at Coleman Technologies for assistance. We can help any organization ensure that their technology won’t put their operations or their patrons in harm’s way. Learn more about what we can do by calling us at (604) 513-9428.

Have Them Socialize Outside of the Office

Let’s look at how kids behave for a moment… if told to partner up, they—almost automatically—gravitate toward their friends, the people they are comfortable spending time with. Your employees will do the same, both in and out of the office.

Collaboration greatly relies on some level of trust and familiarity, which is most effectively developed outside of the professional environment. Encourage your staff to socialize outside of work hours, or even treat them on occasion, on one condition: no shop talk. While your employees may not all be fast friends afterwards, they’ll understand one another much better and be able to work more effectively.

Tell Them What You Want

Speaking of efficacy, make sure your team understands what you expect from them in terms of results. This goes double when collaborative work is involved. A clear understanding of a task makes it easier to determine how to accomplish it, and how their combined efforts can best serve their purpose.

Walk the Walk

If you really want your team to work collaboratively, make the first move and involve yourself in the process. “Rank” or “position” should have no bearing on how able someone is to participate in a collaborative process, and there is no telling who could be struck with inspiration. Actively seek input from your team and demonstrate how you want your employees to work together.

Use Your Resources Wisely

While there’s a time for either, there is a difference between combining your resources to accomplish a given task and having your employees collaborate. The former is great if a lot of a single task needs to be finished quickly, but if a complicated process needs to be completed, it helps more to give the task to a group of people who have different proficiencies. This way, you have a better chance of the necessary skills being present in the group.

Acknowledge Accomplishments

A team that doesn’t feel appreciated is a team that won’t accomplish much. Why would they, if it doesn’t seem to matter whether they excel, or put out a thoroughly mediocre performance? This is especially the case if a single member’s performance is publicly singled out, as though they did all the work.

To encourage your team to perform well as a group, make sure that the entire group receives some recognition of their combined efforts.

Make Collaboration the Easy Option

Regardless of how motivated your team may be to collaborate with one another, it just isn’t going to happen if they don’t have the opportunity or means to effectively do so. While this may have been a more reasonable obstacle in the past, today’s available technology invalidates any excuse your team may have… mostly due to the Internet serving as the greatest collaborative tool the world has ever seen. The easier the collaborative process is, whether you lean on an Internet-based application or an internal resource or both to simplify things, the more likely it is for your employees to work with each other.

We’re Here to Help.

Coleman Technologies is ready and willing to deliver the solutions you need to promote collaboration among your staff. Give us a call at (604) 513-9428 to hear more about your options.

What’s the Difference Between the Shut Down and Restart Processes?

Before Windows 8, there was no difference whatsoever (aside from the obvious fact that Restart would start the device back up). This changed, however, with the introduction of Windows 8, and a new feature: Fast Startup.

Shut Down

Still present in Windows 10, Fast Startup shortens what was once a much longer start process after a user had clicked Shut Down.

While all a user’s files and programs are still shut down, the heart of the operating system is just put into standby mode. Please note that it does power down everything, unlike hibernate and standby. This makes it much easier for Windows to reactivate. However, since not all processes are completely stopped, present issues won’t be affected. Your problem will still be there the next time the workstation is turned on.

Restart

On the other hand, restarting the device actually does put a stop to all processes and resumes operations with a fresh boot on the motherboard level. This is why restarting your computer seems to take so long as compared to manually turning it off and on again.

So, the difference is really in the granularity of the shutdown process. Counterintuitively, “shutting down” a computer leaves more components active than a restart does, which is why restart is the process recommended when troubleshooting an issue.

So, while we may recommend that you “turn your computer off and on again,” or “reboot,” what we really mean is “restart your computer.”

For more assistance in dealing with pesky technology issues, lean on the managed services that Coleman Technologies provides. Learn more about what we offer by calling (604) 513-9428.

Making Sense of Gamification

Many parents have historically used a gamification strategy to convince their young’uns to cooperate better with notoriously less-fun parts of daily life. Take clean-up time, for instance, which many parents will turn into a race between themselves and their children to see who can pick up quicker. Taking an unappealing task and adding game-like elements to motivate people to do it is the concept that forms the foundation of gamification.

This isn’t a new idea, either. Mark Twain knew what he was talking about when he wrote about Tom Sawyer tricking his friends into white-washing a fence for him. By making the activity seem elite and enjoyable, he hoaxed and hoodwinked his friends into completing his chore for him while they all enjoyed proving themselves capable. As was written at the end of that particular chapter:

“If he had been a great and wise philosopher, like the writer of this book, he would now have comprehended that Work consists of whatever a body is obliged to do, and that Play consists of whatever a body is not obliged to do ... There are wealthy gentlemen in England who drive four-horse passenger-coaches twenty or thirty miles on a daily line, in the summer, because the privilege costs them considerable money; but if they were offered wages for the service, that would turn it into work and then they would resign.”

If the psychology behind this sounds silly to you, consider the concept of “employee of the month.”

Why Gamification is Effective

Human psychology is a big part of why gamification has been shown to be so impactful in motivating employees. As a species, human beings tend to be strongly motivated by certain desires, namely:

• Recognition - I want my efforts to be paid attention to.
• Competition - I want to win.
• Distinction - I want to be rewarded for my efforts.

While many tasks originally lack the potential for most, if not all, of these desires to be filled, gamification can inject this capability by fulfilling all three of these desires. If an employee were to have the satisfaction of knowing that they performed most admirably, gaining some perks and being looked upon with favor from the higher-ups, it only makes sense that they would continue to strive to that position from that point on. Furthermore, it also helps to motivate your other employees to strive harder, so they may have a chance of receiving the same benefits as well.

Don’t believe me? Just look at Google, where gamification has helped chop down travel expenses by allowing the person with the most budget left over after a business trip to keep the difference.

Adopting Gamification

If you’re now considering a more gamified approach to business-as-usual, you have a great variety of options available to you. Different use cases and different industry types each have their own options to do so, all with the potential to be a great investment.

You can also elect how much you want to put into gamification. Sure, there are solutions out there specifically to gamify common business processes, but you could also come up with your own homespun methods. Maybe an employee who visibly went above and beyond one day would receive an entry into an end-of-year drawing for a desirable prize. You really are only limited by your creativity - or how long you’re willing to spend searching online for ideas.

Just as though you’re the parent trying to convince your employees to pick up their playthings, the key to effective gamification is to turn a rote task into an engaging activity.

Have you ever tried out any gamification methods in your office? Which ones did you find most effective? Share what you did in the comments!

Here, we’ll go over a few topics that your BYOD rules need to address.

Password Practices and Other Security

It’s hardly a secret that some people utilize lax passwords - especially on their personal devices, where there isn’t an IT department establishing policies to help ensure password strength. According to Pew Research Center, 28 percent of smartphone owners don’t use a screen lock. Obviously, this isn’t something that can be allowed in the business setting.

So, if your employees are going to use their personal devices to access business resources, you need to have a policy that their devices are set to lock after a certain period of inactivity, and require some form of authentication to unlock. Furthermore, the device should further lock down if an incorrect authentication code is input so many times.

Your policy should also include any required security solutions you plan to utilize as part of your mobile monitoring and management toolset. All devices should have antivirus installed, along with mobile device management and unified endpoint management solutions.

Provisioning and Network Security

Provisioning a personal device that is going to be used for company work helps to ensure a few things. Not only does it help to make sure that productivity applications are configured properly, it also helps to boost your security. Furthermore, your network needs to allow your employees’ devices to access the business network - not just a guest network you have set up. Of course, there should be procedures and safeguards in place to ensure that this is done securely.

Tracking, Remote Access, and Data Wiping

Accidents happen, and devices can be lost - and sometimes, stolen. Furthermore, any device that is attached to a company network and has accessed illegal content could possibly leave the company liable - especially if this content was accessed via the company network. Your IT team should have the capability to monitor what websites and content each device included in a BYOD strategy has accessed, as well as to remotely access these devices to help ensure their security should they wind up missing. It also helps if they can implement updates to work solutions and security measures.

If worse comes to worse, it is beneficial to be able to delete all of a device’s data remotely - that way, even if it is stolen, your data won’t be at risk for as long. This also comes in handy if an employee is ever to leave your employ and you want to make sure they no longer have your data (or access to it).

BYOD can offer significant benefits to any organization. To learn more about putting a policy in place at your business, give Coleman Technologies a call at (604) 513-9428.

Preventing Phishing

Phishing has been becoming more and more of a favorite tactic by hackers, meaning that you and your employees need to look at any messages that come in via your email (or other solutions) with a critical eye. Here are some practices to help you minimize the influence of phishing on your business:

• Watch for “Urgent” messages (or, for that matter, “URGENT!!!!!!” ones). Many phishers will try to manufacture urgency to make sure you click without taking a moment to consider it may be an attack. Resist this knee-jerk response.
• Review in detail. Many phishing messages show distinct warning signs, such as blatant spelling or grammar errors (but this may just be the person you’re talking to as well). You can find other, more reliable signs by giving any links or the email address of the sender the “hover” test. Without clicking on anything, hover your cursor over the links and a small pop-up box will appear. This box will show you the address that really sent the email, or the link that you would actually be redirected to. Check to make sure all the details are kosher. For these reasons, it’s recommended that you don’t click on any links in emails. Instead, retype the URL into your web browser.
• Double-check with the sender. If you have access to another means of communication with the supposed sender of an email, reach out to them using that other means to confirm that they sent it. If they didn’t, it’s a pretty safe bet that the email is fraudulent.
• When in doubt, assume the worst. If you just aren’t sure how legitimate a given email is, don’t click around in it. Assume that it is a phishing attempt, and report it to your IT provider.

Establishing Safe Browsing Habits

Unfortunately, there are plenty of threats that reside online, and it is only too easy for a user to unwittingly allow them in. Make sure your users abide by the following policies to minimize the threats you’ll potentially need to deal with.

• Think before you click. Similarly to links found in emails, there are plenty of opportunities online to let in a threat. Consider what you’re clicking on before you do so. (The “hover” trick works well here too… check out the bottom of the window.)
• Reserve business computers for business purposes. Non-work-related browsing can bring users to websites that can host threats without the user realizing. Discourage your users from surfing the web, downloading content, and doing other things online unless they are work-related.
• Moderate access. Use firewalls and content filtering to keep unwanted content off of your network, and users from accessing unwanted content, respectively.
• Trust your IT resource. If you are even the slightest bit unsure about something, whether it’s a program you’ve been prompted to install or making sure your settings are focused on maintaining security, reach out to IT for assistance.

Enforcing Strong Passwords

It seems that everything requires a password these days, which makes it all the more important that you and your users are aware of how to keep them safe - especially in the workplace.

• Don’t recycle passwords. Once a password has been used and replaced, it is best to not use it again - this is why you’ll often find a “you have used this password too recently” message if you attempt to use it again within a certain timeframe. This is the same reason that passwords should not be used for more than one account - if that password is compromised, you’ve just lost control of multiple accounts.
• Avoid easily-guessed passwords. As a way to try and come up with a password that is easy to remember, many people will resort to using common elements in their password - pet names, maiden names, birthdays or anniversaries - or use a simple phrase or a string of numbers. The entire point of a password is to make it so that others are unable to access one of your accounts, so making it something that can be guessed is counter-productive.
• Consider leveraging passphrases instead. Passphrases are not only typically more secure than a password, they also have a tendency to be more memorable. Let me ask you this… which of these two would you find more memorable, “F4njUJ29S5” or “pearquiethigh?” You can also use basic substitution to make you passphrase more secure, turning our example into “pe@rqu!e+h!gh” instead.
• Use a password manager. One of the main reasons that people reuse passwords so often and neglect to change them is the fact that they are scared of forgetting them. A password manager can help reduce this by securely saving all of your different passwords behind one master password. 

Protecting Your Business’ Data

Finally, there are many threats out there to your business’ data - including any you have on your clients or your employees. You have a responsibility to yourself, as well as these clients and employees, to make sure that this data is as secure as possible.

• Make sure your business’ data is backed up. There are so, so, so many ways that your business could lose its data. While it may be attacked, it could just as (if not more) easily be lost due to equipment failure, user error, weather conditions… the list goes on and on. If your on-site data is lost, you will want to make sure you have an up-to-date copy squirreled away in the cloud to reference.
• Protect your assets with access control. You need to be concerned about both the security of your digital files, and of your actual business location. If you’re using multi/two-factor authentication to secure your online resources, or requiring identity confirmation in order to enter certain areas of the business… you need to be doing both.
• Maintain your security solutions. The thing about security software is that it isn’t something that you can just set up and count on indefinitely. Attackers are always examining these solutions to find vulnerabilities, so it is important that you regularly update and patch the ones you use to keep them safe. Every solution you have should actually be set up with security in mind. A glaring example is your company’s wireless. Not only should that be secured with a password, it should be hidden away from outside users.
• Keep your payment options compliant. For your sake, and the sake of your clients, you should make sure your business is compliant to whatever regulatory standards that apply to it… including the Payment Card Industry Data Security Standard (PCI DSS).

Following these guidelines is a great start to ensuring your company’s security. Coleman Technologies can help get you this far, and beyond. Reach out to us at (604) 513-9428 to learn more about what we can do.

Businesses Depend on IT

There are a lot of different pieces of technology that go into a business, and like a puzzle they all need to fit together and work. So where do all of these puzzle pieces come from? Let’s examine different types of technology.

Servers and Networking

Here are two scenarios, and the different methods businesses use to handle them:

Walter’s business is growing extremely quickly, but his servers are the same ones he’s been using for years. He realizes he is running low on storage space, and his increasing staff puts pressure on him to upgrade his server. Walter manages to cobb something together, hoping it will suffice for the time being. When Walter attempts to merge his servers into one slightly larger server, he misconfigured a few components resulting in downtime for his entire staff. Not only has he wasted his own time, but now he is experiencing the most expensive segment of downtime he has ever experienced. 

Jesse, on the other side of town, also is experiencing extraordinary growth. Jesse however, makes a simple phone call to his managed service provider. He is connected to a professional, who advises Jesse on server options that will sufficiently support his growing business. His managed service provider not only points him in the right direction, but also comes on site to install this new technology. Jesse knows he isn’t a tech know-it-all, so he leaves deployment of servers to the professionals. His business is ready for increased data storage that same week he decided it was time to expand. 

Workstations

Your business’ employees are only capable of what their technology can handle. When it comes time to upgrade or add additional workstations, there are a few options one can take. Let’s see how our two business owners handle these situations.

Walter, who is an impulse spur of the moment shopper, sees what he believes is a fantastic deal on eBay. He decides that these second-hand computers will be able to handle all of his employee’s programs without issue. However, upon arrival Walter notices that his computers are missing a few components. It turns out that the eBay listing was actually for five home-made computers that the builder was never able to get to operate properly, rather than complete working PCs. Overlooking the description just set him back a large amount of money, and the computer repair shop charges nearly as much as a brand new PC would have. 

Jesse, has a few empty desks he would like to fill with capable computers as well as a few new employees. He reaches out to his managed service provider to discuss which computer might fit the needs of his business. The professionals are able to use their connections to get Jesse a fantastic deal, and most importantly, the purchase of the computers comes with free installation.

Software as a Service

What good would a computer be without the necessary software? Businesses should be utilizing the latest and greatest software. There are a few different approaches a business owner can take to procure the necessary software to boost productivity within the office.

Walter knows that software can be expensive, so he decides to torrent a few versions hoping that he doesn’t get caught. Unfortunately, however, Walter is exposed as a fraud and his business is the center of attention for all things media. His business suffers massively, and he wishes he had spent a fortune on the software instead. 

Jesse too knows how expensive software can be. Unlike Walter, he once again leans on his managed service provider. They offer what is known as software-as-a-service. This service gives you all the latest and greatest software, for a low monthly cost. It’s like renting a tool, as opposed to buying it outright. Not only does this tool come with free installation as well as support, but it doesn’t set Jesse back a large sum of money. He is able to give his employees all of the programs they need to proficiently do their jobs. 

Which Experience Sounds More Enjoyable?

If you had a choice to be Jesse or Walter, which would you choose? Managed services truly offer support for all of your business needs. If you would like to learn more, reach out to our professionals by calling Coleman Technologies at (604) 513-9428 today!

As we have done throughout this series, we will compare the experience that a managed service provider is able to deliver, compared to the alternative.

Cloud Services

Brennan’s business gathers and stores a substantial amount of data, as most businesses do. His business relies heavily on this data, as he runs an organization which depends on client contacts. To store all of this data, Brennan decides to do some research and build his own server. He understands the basics, and begins work. Not only does this take up a large amount of space, it also requires an absurd amount of power to operate. This makes the office unbearably hot. Furthermore, Brennan hooks up connections incorrectly causing equipment failure. This is not covered under warranty, and the initial cost of setting up a server is astronomical. 

On the other side of the town, Dale works in the music industry. His business decides to go with managed services. Dale is quickly connected with a trustworthy, dependable cloud service. He is then able to store all of his data and applications in the space provided by this service. It only costs a minimal monthly fee in comparison to the initial cost a server build would require. 

Backup and Disaster Recovery

Let’s assume both Brennan and Dale are given the same set of circumstances. A flood causes both businesses to be completely under water. How differently will these two business owners handle this disaster?

Brennan, panic stricken, attempts to grab whatever equipment he can salvage. His business relies entirely on the information stored within his computers. He is only able to get a small number of computers operating again, and since all of his data was in-house, nearly all of it is destroyed. Brennan’s business is in some truly dire straits. 

Dale immediately begins his backup and disaster recovery plan. His plan has been tested recently, so he is confident that his entire business can operate off-site. All of his data is stored in the cloud, which means it is all accessible anywhere there is internet. Dale’s cloud service also goes the additional mile of storing his data in an additional place. This ensures that there truly is a backup, and the same disaster that causes a backup plan to be utilized does not destroy the backup data. 

Data Warehousing

The process of combining seeming less unrelated data into a singular platform is data warehousing. This process helps businesses fuel their analytics as well as their business intelligence platforms. These platforms are turning into some of the most important tools a business owner can utilize, as they provide immense value by providing decision makers a thorough knowledge base.

This processing requires a bit of computing power. In fact, it requires more computing power than Brennan’s entire home-made system is able to muster up. Since Dale utilizes managed services, he has no issues accomplishing his goals. His provider’s flexibility ensures he is able to adjust his infrastructure as needed. 

Managed IT Value - Up Next 

In the next part of our series, we will be discussing how a managed service provider can assist with IT procurement. Coleman Technologies is always available to answer any questions you may have, so give us a call at (604) 513-9428 today!

What is Consulting?

Like we’ve established, it isn’t uncommon for people to recruit an expert or a professional with the capability to assist them with a task that the person cannot do. There are many reasons that people do so: they may not have the skill to safely work on whatever process is required of them, they may lack the technical know-how to complete it. Sometimes, it is simply to ensure that something is done the right way.

Whatever the reason may be, bringing in an expert (often referred to as a consultant), is a great way to help reinforce your chances of a positive outcome.

What You Should Expect When Working with Consultants

First and foremost, the consultants you work with need to have a better grasp on their area of expertise than you do, and should be motivated to give you the value that you are looking for in a provider. Coleman Technologies qualifies as a consultant for managed services, working with businesses to ensure their information technology solutions are optimized.

As such, we are committed to using the experience and expertise that we have built up to deliver the solutions and services that our clients need to be successful. After all, the success of a managed service provider is dependent on the success of its clients, providing the motivation to deliver services that deliver the positive outcomes these businesses are looking for.

There are a variety of services we offer to help accomplish this shared goal through our consultation. If the technology you use could stand to see an upgrade, following through with us allows the decision makers we work with to take the data on their past and present IT strategies. As a result, we can make the best decisions for them that will help to cement their business’ future.

Here are some of the consulting services that we offer:

Virtual CIO

One of the biggest concerns that businesses come to us with regarding their technology is (predictably) the cost associated with their IT implementations. There are a few reasons that that they’ll do so… some are looking to upgrade, others will want to scale their technology to match their business’ growth without outpacing their budget. Whatever the reason, there is one fundamental motivation why they do so:

In essence, these companies want to make sure that their investment will provide them with the value they require (or really, demand) of it.

Working with you as your Virtual CIO, we can oversee your complete IT strategy. Our seasoned professionals will evaluate your current technology, identify which products and services will serve your needs best without breaking the bank, and work with you to strategize your approach to your IT from top to bottom. As a result, you aren’t saddled with the responsibilities to research and come to decisions - duties that you probably have neither the time nor the practical experience to take on.

Business Process Management

One of the major benefits of any business technology is the positive effect it has on efficiency. When working to streamline your processes, your in-house resources may not have the perspective to see the big picture and come up with an efficient and effective plan. An outside resource, like a managed service provider, has that needed perspective. Pair that with the experience they have in optimizing business resources, and you have a winning combination.

By working with a partner who is committed to equipping you with the processes and tools from start to finish, you can shift your productivity/waste ratio in the right direction - and the better your productivity, the higher your revenue.

Vendor Management

How much time has your business sunk, in total, into working with your vendors? How much has that cost the business? You need to keep in mind that vendors are - in most cases - effectively salesmen. Not to say this is a bad thing, but it does mean that the majority of vendors will prioritize making a sale over ensuring you get what will serve you best. However, with Coleman Technologies, you will no longer need to deal with vendors … we’ll do it for you. Anything you need, you’ll be able to call us and get it, simplifying and streamlining your procurement.

Find Out How Else We Can Help

By working with a managed service provider, a company has a simpler means of handling their crucial technology. Whenever they need a problem solved, they simply lean on their provider to see to what’s needed… whether that’s support, resource management, or a representative to speak to vendors. Coleman Technologies can be that for your business.

To learn more about our consulting services, reach out to us at (604) 513-9428 - and don’t forget to check back here on Wednesday for part four of this series!

Burn out? 

Oh, no! That certainly wouldn’t be a good thing… but how can you prevent such a thing from happening in the workplace, when you really can’t tell if workplace stress has worn them down, or if it was a more personal issue? You can’t keep things from influencing their personal lives, after all. 

Maybe they just need to get more sleep, or something.

Besides, what if you just happen to work in an industry that creates more stress upon its workers by nature of the work? It isn’t as though you can help that, either.

Sure, that’s fair.

You can’t be expected to be in control of your employees’ personal lives… but you should be in control of their professional environment.

What Leads to Employee Burnout?

While general stress can contribute to burnout, certain job factors and features can create “special” kinds of stress that contribute specifically to burnout tendencies. Let’s consider these factors briefly.

Non-Stop High Stress

Look, I’m not saying that a business should be a stress-free area. That just isn’t realistic.

However, businesses typically experience busy, stressful times and once those times are over, there is usually a period of time that employees get the chance to recover. Bookending stress with these low-stress times (and adequately compensating your team for their stress) can make employees feel better - but keeping them in a constant pressure-cooker certainly won’t.

Unclear and Unreasonable Tasks

How frustrating would a puzzle be without a picture on the box to reference?

Each and every time an employee is given an unclear task, they feel that same frustration. They’re just trying to do their job, but they can’t if it is unclear what that job is. It only gets worse if the tasks that they are assigned literally (yes, in the literal sense) can’t be done.

The more stress and frustration that builds up with tasks like these, the more likely burnout becomes.

Huge Consequences for Failure…

Some workplaces have higher stakes than others. For instance, you have those who work for child services, whose work frequently takes them into risky and heartbreaking situations.

People in positions like that have a much more stressful job than, say, a fortune cookie writer or the greeter at a superstore. It probably wouldn’t surprise you to hear that high-stakes workplaces frequently see higher rates of burnout.

...With No Recognition for Success

How would you feel if your considerable efforts were, day-in and day-out, overlooked? If you went above and beyond in everything you did, and not one word was said to you?

Chances are, you’d probably feel unappreciated, demoralized, and unmotivated. Workplaces like this can have a severe morale problem. 

Welcome to burnout.

Communication is Neither Efficient nor Effective

Without proper communication, any of the other problems your business is experiencing will only get much, much worse. Unclear and incomplete statements will make issues more complicated, especially if you are trying to deal with an employee’s issue.

As a result, demoralization and burnout become very real risks.

Lacking Leadership

Finally, if a strong, fair, and supportive leader isn’t present in the business, employees could be accelerated on their way to burnout by the lack of guidance the missing leader should be providing. Employees may feel like they aren’t getting something out of their employment - be it recognition, support, or job security - and swiftly lose the drive to perform well.

Clearly, there is no shortage of ways for an employee to reach the point of burnout… but how can you tell when one really has?

The Symptoms of Burnout

There are quite a few signs that can indicate if an employee is truly burning out, or if one is simply having an “off” day. I’m pretty confident that we’ve all felt and exhibited some of these signs - maybe even all of them - at one point at least.

How many of these symptoms have you seen among your employees?

• They feel distant from their work, cynical about what they do and who they do it with.
• They may be suffering from a variety of symptoms, including headaches, sour stomach, and intestinal issues.
• They have slipped in their tasks at work, but their home life is unaffected.
• They may keep themselves emotionally distant from their coworkers.
• They may lack creativity, and will have trouble concentrating.
• They are low energy, feel drained, and feel that they can’t cope.
• They are visibly frustrated and stressed.

Again, we’ve all had an “off” day, where these kinds of things are almost to be expected. It’s just a part of life.

It is when these symptoms have become chronic, stretching out beyond hours or days to weeks, that your employees may be suffering from burnout. Thanks to these symptoms, burned-out employees may appear depressed, and are actually at a higher risk of developing depression later on.

Why This Really Matters to You

So, why should you care?

Well, basic human decency aside, burnout can have some significant impacts upon your business itself. For instance, sick leave is much more commonly taken among employees who are burned-out, and they are also far more motivated to find another job.

If they are successful in the latter, you will need to spend the significant costs associated with hiring a new employee to replace them.

You also need to consider the “typical” state of your employees. They might actually be some of your top performers, simply struggling through a hard time. What impact on their productivity will your business be able to just absorb?

A burned-out employee in the wrong position can exacerbate the problem, too, as a burned-out manager can easily create a burned-out team… killing productivity and morale on a wider scale. 

You also need to consider the optics that burnout can produce - what business or potential employee would want anything to do with a business that has what is really a very visible issue?

(I certainly wouldn’t.)

Bringing basic human decency back into consideration, this condition can actually do a number on a human being. Not only can the influence of burnout impact an employee’s personal life and relationships, it makes them slightly more likely to visit the emergency room.

What You Can Do to Help a Burned-Out Employee

Keeping these warning signs in mind can help you to better spot when one of your employees is clearly going through a rough patch. While you may not see it as your job as their boss, it is your job as a fellow human being to offer them some support.

The easiest way to start this process? An honest conversation.

Discuss It with the Employee

Have an informal sit-down with this employee and just talk to them about it. Express your sincere worry for them as a person and offer your support with whatever they have been going through.

This support itself could help greatly, and if it is another personal issue, some personal time may be all it takes to help.

Redistribute the Workload

Even the most competent employee you have could potentially bite off more than they could chew. Whether they overstuff their schedules, offer to help with anything they can, or both… before long, this employee is going to fall behind schedule. 

You should go through that schedule with them, organizing it and trimming some of the fat to make sure it is humanly possible to accomplish, redistributing some tasks if need be, if not pausing them.

If your business has any collaboration tools, they can certainly come in handy here.

Teamwork makes the dream work, as some say, so if you can leverage your collaboration platform to help the task-redistribution process, it just makes sense to. You can make use of your platform as you manage your team, assigning them certain responsibilities and sharing the weight of their tasks between multiple resources, not just the one. 

Email is a great collaboration tool, but many employees can find the amount of emails they receive overwhelming, which (among other things) makes them less productive. You can help them out by introducing them to the different tools that email solutions can offer, like filters and rules to help organize incoming messages, and snoozing, to give them some uninterrupted time. 

Switch It Up

If you had an employee that was particularly good at Task A, it only makes sense that you would want them covering Task A as much as possible, right? 

However, designating that employee to Task A will likely make that employee pretty sick of Task A before long… and all the employees who always get Task B, or Task C will likely feel a similar way. Try rotating the responsibilities of your team on occasion, taking their preferences and goals into consideration.

Preventing Burnout in the First Place

As we’ve alluded to here, there are many warning signs of impending burnout issues, and we’ve barely scratched the surface here. Doing everything you can to keep burnout from happening at all is a reasonable strategy. 

Fix your company culture to focus on self-care. Try bringing in external experts to keep your employees happy and healthy, whether that’s a yoga instructor or accounting services. Remember that your employees have lives outside the workplace to live, and encourage them to enjoy them. 

These, and/or many, many other behaviors will help keep your employees engaged, motivated, and happy.

One great way to keep burnout from taking hold is to allow your employees to work how (and when and where) they work best. Remote working solutions can allow you to give your employees the freedom to shape their work habits around their lives.

While this may sound like a way to let employees slack off on work time, many employers have found the effects to productivity more than worth it… and employees have certainly shown their appreciation for the flexibility.

At the end of the day, your employees are going to feel a certain way - you can only try and help them feel more positively about their workplace by giving them better technology, more initiative, and an ear to turn to when needed.

We can help where the technology is concerned.

For solutions to help your employees be more productive, more communicative, and more successful, reach out to Coleman Technologies at (604) 513-9428.

Study after study has been performed over the years about the impact of workplace wellness programs, producing various results. Some have indicated health improvements and cost savings, while others haven’t. However, the studies that were performed in the past had a high rate of issues. Whether there was no comparison group, or the chance of personal bias influencing signups, these studies simply didn’t provide reliable data.

Now, however, researchers from the University of Chicago and Harvard have conducted a large-scale study that meets the requirements that such a study is usually beholden to.

The BJ’s Wholesale Club Experiment

This experiment began by selecting 20 of the big-box retailer’s outlet centers to offer an employee wellness program. 140 additional BJ’s locations did not offer any such program. Across the 160 clubs involved, there were almost 33,000 workers employed.

Participants filled out a health risk questionnaire, took health classes, and had basic medical tests performed. After 18 months, their progress was evaluated...and that’s where things got interesting.

Despite the workers who were participating in this program reporting healthier behaviors than they once exhibited, almost all other factors were left unchanged. Blood sugar levels, job performance and attendance, and employer health care spending all were unaffected.

Why This Might Be

There’s a good chance that the results of this study were skewed by the incentives offered to participants. Participants were given gift cards for attending wellness courses, for a total incentive of about $250. According to founder and CEO of Bravo Wellness, Jim Pshock, this may just not have been enough. According to Pshock, any amount less than $400 is only going to be enough to incentivize people to do what they were already going to do anyways. As Pshock put it: “It’s simply too small to get them to do things they weren’t already excited about.”

Another study, published in 2018 by the University of Illinois, essentially debunked the idea of the workplace wellness program, concluding that it neither reduced costs or impacted behaviors - although this study also found that participants of wellness programs were those who were already healthy and motivated. This potentially suggests that the true benefit of these programs isn’t to make their existing workforce healthier, but to attract and retain healthier employees.

There are other potential contributing factors as well. A recent survey indicated that 84 percent of employees saw their wellness programs as “one-size-fits-all,” a concept that doesn’t really work will all of the various factors that contribute to health. Eighty percent of respondents to that same survey claimed that more personalization would contribute to their participation in wellness programs.

Why You Want to Adopt a Workplace Wellness Initiative

Admittedly, we’ve provided a mixed defense for these kinds of activities, but it cannot be denied that anything you can do to promote the health of your employees will only benefit your business - healthy employees tend not to call in sick, after all.

There are other benefits to these programs as well:

• Reduced Stress - The stress management benefits of healthier behaviors have been well documented. By adopting these healthier behaviors, you and your staff can reduce the stress that comes from the office and approach the source issues more effectively.
  
  
• Community Building - As the boss, you want your entire team to work as, well, a team. Unfortunately, if certain departments don’t work together much, this kind of relationship can be hard to develop. However, many activities that would fall under a workplace wellness initiative can help cross departmental lines, drawing your team closer together.
  
  
• Better Moods - Wellness programs allow employees to try out new activities, which can not only add to their wellbeing, but can also keep them engaged and productive. Plus, studies have indicated that employees who participate in these programs were generally happier with their work situation.

What have you done to cultivate a more health-conscious workplace? Share your strategies in the comments!

The first thing you need to remember is that, while your unhappy customer or client may not be correct, they are always right. What does this mean? Simple - even if they misinterpreted what they were entitled to through your services, you have the obligation to make them happy. This is not to say that you kowtow to every demand a customer makes, regardless of how ludicrous it is… you just need to make sure they stay happy.

How can you do this? It all boils down to communication.

How to Communicate With an Unhappy Client

Chances are, you’re going to find out that a client was unhappy by reading a review that they leave somewhere online - perhaps on Facebook, or on Google, or on a third-party review website. What they will have to say may upset you. That’s fine. Nobody likes to hear that there is something wrong with one of their endeavors. You have every right to be a little upset - just don’t let that upset seep into your conversation with your unhappy client.

After all, in their eyes, they have every right to be upset as well.

Therefore, once you’ve regained a cooler composure, you need to respond directly and politely to the negative review. While this initial interaction should be public, offer to continue your conversation in a less public way, in an offline forum. If the reviewer accepts, try to come to a mutually beneficial compromise with them. This will help to insulate you from a rash decision.

This brings up another important point - while you may really want to, you should never just remove a negative review. Not only will that make it look like you are hiding something (not good), it also squanders the opportunity to make lemonade out of your reviewer’s lemons. Again, try to make whatever issue your reviewer had right, and ask them to revise their review once things have been settled. If you play your cards right, the result could be a much better review, describing the care you put into fixing their issue.

Reviews Can Be Good, Too!

Whenever they are, you have another opportunity to embrace by responding to them.

I can almost hear you now: “Wait, if a reviewer is happy, doesn’t that mean I’ve done what I had to do?”

In a way, yes. If someone is willing to leave a positive review of your services, you clearly were able to strike a chord with them. However, while responding to a negative review could be somewhat accurately seen as damage control, responding to a positive review has a very different motivation to it.

Look at it this way: anyone who is willing to take the time out of their day to speak highly of you online is an invaluable ally to have. Positive reviews and negative reviews are very different things, especially in that people are generally more inclined to leave negative feedback if they have the opportunity.

Reflecting on this, it only makes sense to take the time and respond to positive reviews as well. A positive review is more or less a confirmation of a successful onboarding process - to keep these contacts engaged, you need to continue communicating with them beyond the point that their invoice is settled.

Are you happy with our services or our content? If so, we’d love to hear about it. Leave us a review or drop us a line in the comments!

How Can BYOD Manifest Issues?

Unfortunately, for all its benefits, there is no shortage of drawbacks to BYOD - at least, if it is implemented without conscious deliberation and preparation. Here, we’ve listed a few such drawbacks:

Business and Personal Data Often Mix, but Shouldn’t

Do you really expect an employee to have a personal device that isn’t for personal use? If this device is used for work purposes as well, it can become very easy to combine this data and put some of it at risk. What if an employee who brought their own device in then left the company, the device in question full of your company’s sensitive data? Without some kind of policy in place to eliminate this risk, BYOD is simply too risky to allow.

Your Business Will Be Vulnerable to More Risks

Unfortunately, a poorly-strategized BYOD policy opens your business up to a variety of issues that could have severe and lasting ramifications.

This is mainly due to the many risks that mobile devices inherently have in terms of data leakage, malware infection, and other vulnerabilities. If your employees aren’t vigilant in keeping their devices updated and secured, your network will be subject to the same vulnerabilities. Malware infections can also be introduced via an employee not treating their device as carefully as they should be. If malware is installed on their device, it can easily be spread to your network - free to wreak havoc and steal data.

Your Infrastructure Will Likely Need Reworking

This one is admittedly less of an issue as it is an inconvenience. Simply put, adding an influx of devices and ensuring that your IT remains compliant to any policies can be a huge investment of time - and if not done correctly the first time, this investment will only grow.

How to Prevent These Issues Via Policies

As we briefly mentioned above, any BYOD initiative you introduce to your company needs to be controlled through a stringent use policy. This policy needs to clearly describe how an employee is to use their device during work hours, as well as the prerequisites that your employees need to abide by and agree to in order to use their own device. We recommend the following:

Mobile Device Management and Endpoint Protection

This technology helps to keep any company data isolated from any personal data on the device, which means that it allows you to control your data without intruding on an employee’s privacy. As a result, if a device is stolen, you can remotely remove any business data from it to ensure your data is protected.

Another precaution to enact is endpoint protection software. This software essentially performs a preemptive security scan of any device trying to access the network, identifying if a device has been infected. This means that your network isn’t introduced to whatever malware is present on the device, and the owner is then aware of their security issue as well.

Access Controls

The fact of the matter is that not every employee needs access to every byte of data you have. Therefore, it makes sense to implement role-based access controls. These controls can help keep an employee focused on the data they need for their work duties, and can help you identify where a breach occurred, should one happen. Some access controls can even prevent a device that isn’t up to date from connecting to the network at all. You should also investigate two-factor authentication measures that might assist you in limiting access to those who should have it.

Exit Strategies and Safeguards

Finally, you also have to consider what to do if something happens to one of the devices that has been used for BYOD purposes. First of all, you need to have your employees agree to have a lost device wiped remotely, applying the necessary solutions to each device used. Your employees also need to report a lost or stolen device immediately so these precautions can be put to use.

Finally, should an employee leave your business, you also need to make sure you have already secured the authorization to remove your company’s data from their device. You don’t want someone walking around with access to your data, whether their departure was amicable or not. Including this in your BYOD policy will ensure that anyone who leverages their mobile device is aware of your capability to remove your company data from their device, and will allow them to opt out of BYOD if it makes them uncomfortable.

With these policies backing up your Bring Your Own Device planning, you should be able to make use of a great productivity tool without sacrificing your data security. For assistance in putting BYOD into practice, reach out to Coleman Technologies at (604) 513-9428.