Archive: August, 2008

If you’re one Word 2007 support call away from a nervous breakdown, these tips may help. Susan Harkins addresses the most common areas of confusion and offers practical advice for helping users conquer the steep learning curve.

Word 2007 has been out for a while now, so you’re probably pretty familiar with it. However, despite your best efforts, many of your users might still be struggling. In fact, some of them probably took one look at the new version, closed it, and never opened it again.

Let’s face it: For anyone who’s been using a previous version of Word, opening Word 2007 (or any of the Office 2007 applications) is a bit like landing on an alien planet. It’s completely different and not terribly intuitive. Some users are going to need bit of help and encouragement before they’re willing to embrace Word 2007. Easing them into embracing Word 2007 will cut down on calls to you and help them be more productive.

Note: This information is also available as a PDF download.

#1: Help users find their favorite commands

The Ribbon is by far, the most controversial change to the Office 2007 products. However, you’re in luck in this department because Microsoft provides a downloadable Excel worksheet that maps Word 2003 menu commands to Word 2007 Ribbon tabs, groups, and commands. You can distribute the worksheet as is or quickly create handouts. This worksheet will help your users conquer their apprehension by allowing them to start using Word 2007 much quicker.

Users can also access an online guide via Help. Simply search on Word 2003 To Word 2007, click Interactive: Word 2003 To Word 2007 Command Reference Guide, and then click Start The Guide to watch the demo. Of course, the local system must have a live connection to the Internet for this to work.

Better yet, download the Word 2007 Guide: Word 2003 to Word 2007 interactive command reference guide and then show users how to use it. All they have to do is point to a 2003 command or tool, and a tip window shows them exactly where to find it in Word 2007.

#2: Explain the Ribbon

Word 2007’s Ribbon is so different that it can be a bit overwhelming. Break down its geography so your users will understand the way it works. The Ribbon has three components:

• Tabs represent the active area of commands. There are seven of them across the top of the Ribbon. Clicking a tab will determine the Ribbon’s groups.
• Groups display related items together.
• Commands are the familiar buttons, tools, and menus that execute a task or display settings.

Encourage your uses to spend some time familiarizing themselves with each tab and its many groups. And don’t forget to introduce the dialog box launcher — that’s the small arrow in the bottom-right corner of some groups, such as the one shown in Figure A. Dialog box launchers display more options related to the group, often in the form of the more familiar dialog box interface.

Figure A: Use a dialog box launcher to display more options.

#3: Change the new format if necessary

Most users don’t think about file formats; that’s your department. Word 2007 blurs the boundaries a bit because 2007’s format isn’t compatible with earlier versions. Word 2007 files are XML-based, but don’t expect that to mean much to your users. This format creates smaller files and is more secure than previous formats, which is important to you. However, your users will want to know why they can’t open Word 2007 documents in earlier versions of Word. There’s really no way around that limitation. If it’s a problem, show users how to use Word 2007 while saving files in a previous format, as follows:

1. Click the Office button and then click Word Options (in the bottom-right corner of the resulting dialog box).
2. Choose Save in the left pane.
3. Select an alternate file format from the Save Files In This Format drop-down list shown in Figure B and click OK.

Figure B: Change the default file format so previous versions of Word can open documents saved in Word 2007.

After you make the switch, users can open Word 2007 documents in previous versions of Word. Be sure to introduce users to the new extensions:

• .docx identifies standard Word 2007 documents.
• .docm identifies Word 2007 documents that contain macros or VBA code.
• .dotx identifies Word 2007 templates.
• .dotm identifies a Word 2007 template that contains macros or VBA code.

Word 2007 can open documents created in older versions, but options new to 2007 won’t be available.

#4: Help users find their favorite configuration options

Your users are probably used to configuring things via the Options dialog box on the Tools menu, but there’s no such place in Word 2007. They’re going to be lost when they can’t find the options they need. Show them how to click the Office button and select Word Options when they would normally go for the Options dialog box. Most of Word’s configuration settings are in there somewhere.

As you can see in Figure C, the old tab interface is now a list to the left. Click one of these items to update the options and settings to the right. The downside is that the options aren’t organized exactly the same way, so your users still might have to look around a bit. There’s little you can do to make this adjustment easier beyond pointing out the change and encouraging them explore.

Figure C: Users will find Word 2007’s configuration settings via a new interface.

#5: Customize the Quick Access Toolbar

The Quick Access Toolbar is one of my favorite new features because the Ribbon displays only items for the selected tab. By adding commands to the Quick Access Toolbar, users can have ready access to what they need, regardless of the tab that’s currently in use.

The toolbar comes with a few options, but it’s easy to customize. Now, you can do this for your users, but it’s so easy, you should just teach them how to do it for themselves. That way they can adapt it as their needs change.

To add a command to the Quick Access Toolbar, click the appropriate tab or group (on the Ribbon) to display the command you want to add. Then, right-click the command and choose Add To Quick Access Toolbar from the shortcut menu. To remove a command from the toolbar, right-click that command and choose Remove From Quick Access Toolbar.

It’s important to remind users that not every tool on the Ribbon is a traditional command. That means that not every tool can be added to the Quick Access Toolbar. If Add To Quick Access Toolbar isn’t on the shortcut menu, you can’t add that tool.

Occasionally, users will want to add a command that they can’t find on the Ribbon (because it’s not there). Fortunately, they can add these commands to the Quick Access Toolbar, as follows:

1. Click the Office button and then click Word Options.
2. Choose Customize in the left pane.
3. From the Choose Commands From list, select Commands Not In The Ribbon.
4. Scroll through the list and highlight the command.
5. Click Add.
6. Click OK.

Users can also use this method to find an elusive command when everything else fails. They might find it quicker than some of the methods reviewed in #1.

#6: Demonstrate (or suppress) the Mini Toolbar

The selected tab determines which commands are available at any given time, so the commands users might need aren’t always available. They can add those commands to the Quick Access Toolbar (#5) or use the Mini Toolbar. This toolbar displays a number of common commands. For instance, if you point at selected text, Word 2007 displays a faded version of the Mini Toolbar. Click a formatting option on the Mini Toolbar instead of clicking the Home tab and hunting for the same tool.

On the other hand, some of your users may find the Mini Toolbar intrusive. If that’s the case, disable it as follows:

1. Click the Office button.
2. Click Word Options.
3. Select Popular in the left pane.
4. Deselect the Show Mini Toolbar On Selection check box in the Top Options For Working With Word section.
5. Click OK.

#7: Introduce Key Tips (and reintroduce keyboard shortcuts)

The traditional menus use an underscore character to indicate a hotkey, or keyboard shortcut. For instance, the letter F in File is underscored. Most users know that pressing Alt + F will display the File menu. Word 2007’s Ribbon doesn’t support hotkeys the same way — it offers Key Tips instead.

To display Key Tips for the Ribbon, Office button, or Quick Access Toolbar, press the Alt key to display the labels as shown in Figure D. Then, with the labels displayed, press the appropriate key for an action. For instance, pressing H will display the Home tab. Just keep pressing keys (as long as they labels are available) until you complete your task.

Figure D: Pressing Alt displays Word 2007 Key Tips.

Ctrl + C, Ctrl + X, and Ctrl + V still work to copy, cut, and paste. In addition, users with good memories can continue to use the Alt shortcuts. Word 2007 still supports them, but there are no display clues to remind users.

#8: Explain the features of the Zoom tool

Zooming in on text and other content is as easy as ever, if you can find the tool! There’s a new Zoom tool in the lower-right corner. It’s a slider: Slide to the right to zoom in, slide to the left to zoom out. This tool really isn’t hard to find and your users will probably find it on their own, but you might have to show them how to use it more efficiently:

• Click the percent number to the left to open the Zoom dialog box to specify a zoom percentage or specify multiple pages.
• Hold down the Ctrl key while turning the mouse wheel forward to zoom in; turn the mouse wheel backward to zoom out.
• More zoom options are on the View menu in the Zoom group.

#9: Open the header and footer sections

In earlier versions, users chose the Header And Footer command from the View menu to access those sections. In Word 2007, it’s incredibly easy, but you might have to learn the method by accident the first time. That’s why you need to show your users how to open a header or footer section the easy way. Simply double-click the section — that’s it! Word automatically positions the insertion point marker in the section and you’re ready to go.

When you’re in the header or footer section, you can use the Design tab, which Word displays automatically. After you finish, simply click Close Header And Footer in the Close group or double-click the section tab.

#10: Obtain word count and other statistics

Word count is critical to me and it might be to you. In 2003, you display the Word Count toolbar, but that’s gone in Word 2007. Now, the word count is on the status bar. You don’t have to do a thing. If nothing’s selected, the word count considers the entire document. Select text and the control displays the number of selected words and the total word count, as shown in Figure E.

Figure E: Word 2007 displays the word count on the status bar.

That’s probably easy enough for most users to find on their own. What you might need to show them is the additional statistical information that they can also display. Simply right-click the Word Count tool to display the Status Bar Configuration menu shown in Figure F, which displays the statistics for the current document. To add a statistic to the status bar, simply select it. Of course, you can remove statistics by deselecting the item.

Figure F: Add statistics data to the status bar.

#11: Work with templates and add-ins

Your users probably have a few favorite, or required, templates, and they’ll have trouble getting those to work in Word 2007. That’s not because the templates aren’t compatible, but because users won’t be able to find the feature. All the commands for working with templates are on the Developer tab, along with macro and XML commands. (It’s an odd place for sure.) The problem is, the Developer tab isn’t enabled by default. Instruct your users to enable this tab as follows:

1. Click the Office button.
2. Click Word Options.
3. Select Popular in the left pane.
4. Select the Show Developer Tab In The Ribbon check box in the Top Options For Working With Word section.
5. Click OK.

To attach a template, click the Developer tab. Then, click Document Template in the Templates group.

#12: Free up screen space

Word 2007’s takes up a little more space than the traditional menu/toolbar interface, and you can hide those if you like. If users mostly enter and format text, they don’t need the Ribbon often, especially if you show them how to use the Mini Toolbar (#6). Fortunately, your users are just a double-click away from hiding the Ribbon and gaining an extra inch of working space. To hide the Ribbon, double-click the active tab. This action is a simple toggle, so double-clicking the active tab will display the hidden Ribbon.

Before debating the relative merits and shortcomings of Linux and Windows, it helps to understand the real distinctions between them. Jack Wallen has distilled the key differences into one list.

I have been around the Linux community for more than 10 years now. From the very beginning, I have known that there are basic differences between Linux and Windows that will always set them apart. This is not, in the least, to say one is better than the other. It’s just to say that they are fundamentally different. Many people, looking from the view of one operating system or the other, don’t quite get the differences between these two powerhouses. So I decided it might serve the public well to list 10 of the primary differences between Linux and Windows.

Note: This information is also available as a PDF download.

#1: Full access vs. no access

Having access to the source code is probably the single most significant difference between Linux and Windows. The fact that Linux belongs to the GNU Public License ensures that users (of all sorts) can access (and alter) the code to the very kernel that serves as the foundation of the Linux operating system. You want to peer at the Windows code? Good luck. Unless you are a member of a very select (and elite, to many) group, you will never lay eyes on code making up the Windows operating system.

You can look at this from both sides of the fence. Some say giving the public access to the code opens the operating system (and the software that runs on top of it) to malicious developers who will take advantage of any weakness they find. Others say that having full access to the code helps bring about faster improvements and bug fixes to keep those malicious developers from being able to bring the system down. I have, on occasion, dipped into the code of one Linux application or another, and when all was said and done, was happy with the results. Could I have done that with a closed-source Windows application? No.

#2: Licensing freedom vs. licensing restrictions

Along with access comes the difference between the licenses. I’m sure that every IT professional could go on and on about licensing of PC software. But let’s just look at the key aspect of the licenses (without getting into legalese). With a Linux GPL-licensed operating system, you are free to modify that software and use and even republish or sell it (so long as you make the code available). Also, with the GPL, you can download a single copy of a Linux distribution (or application) and install it on as many machines as you like. With the Microsoft license, you can do none of the above. You are bound to the number of licenses you purchase, so if you purchase 10 licenses, you can legally install that operating system (or application) on only 10 machines.

#3: Online peer support vs. paid help-desk support

This is one issue where most companies turn their backs on Linux. But it’s really not necessary. With Linux, you have the support of a huge community via forums, online search, and plenty of dedicated Web sites. And of course, if you feel the need, you can purchase support contracts from some of the bigger Linux companies (Red Hat and Novell for instance).

However, when you use the peer support inherent in Linux, you do fall prey to time. You could have an issue with something, send out e-mail to a mailing list or post on a forum, and within 10 minutes be flooded with suggestions. Or these suggestions could take hours of days to come in. It seems all up to chance sometimes. Still, generally speaking, most problems with Linux have been encountered and documented. So chances are good you’ll find your solution fairly quickly.

On the other side of the coin is support for Windows. Yes, you can go the same route with Microsoft and depend upon your peers for solutions. There are just as many help sites/lists/forums for Windows as there are for Linux. And you can purchase support from Microsoft itself. Most corporate higher-ups easily fall victim to the safety net that having a support contract brings. But most higher-ups haven’t had to depend up on said support contract. Of the various people I know who have used either a Linux paid support contract or a Microsoft paid support contract, I can’t say one was more pleased than the other. This of course begs the question “Why do so many say that Microsoft support is superior to Linux paid support?”

#4: Full vs. partial hardware support

One issue that is slowly becoming nonexistent is hardware support. Years ago, if you wanted to install Linux on a machine you had to make sure you hand-picked each piece of hardware or your installation would not work 100 percent. I can remember, back in 1997-ish, trying to figure out why I couldn’t get Caldera Linux or Red Hat Linux to see my modem. After much looking around, I found I was the proud owner of a Winmodem. So I had to go out and purchase a US Robotics external modem because that was the one modem I knew would work. This is not so much the case now. You can grab a PC (or laptop) and most likely get one or more Linux distributions to install and work nearly 100 percent. But there are still some exceptions. For instance, hibernate/suspend remains a problem with many laptops, although it has come a long way.

With Windows, you know that most every piece of hardware will work with the operating system. Of course, there are times (and I have experienced this over and over) when you will wind up spending much of the day searching for the correct drivers for that piece of hardware you no longer have the install disk for. But you can go out and buy that 10-cent Ethernet card and know it’ll work on your machine (so long as you have, or can find, the drivers). You also can rest assured that when you purchase that insanely powerful graphics card, you will probably be able to take full advantage of its power.

#5: Command line vs. no command line

No matter how far the Linux operating system has come and how amazing the desktop environment becomes, the command line will always be an invaluable tool for administration purposes. Nothing will ever replace my favorite text-based editor, ssh, and any given command-line tool. I can’t imagine administering a Linux machine without the command line. But for the end user — not so much. You could use a Linux machine for years and never touch the command line. Same with Windows. You can still use the command line with Windows, but not nearly to the extent as with Linux. And Microsoft tends to obfuscate the command prompt from users. Without going to Run and entering cmd (or command, or whichever it is these days), the user won’t even know the command-line tool exists. And if a user does get the Windows command line up and running, how useful is it really?

#6: Centralized vs. noncentralized application installation

The heading for this point might have thrown you for a loop. But let’s think about this for a second. With Linux you have (with nearly every distribution) a centralized location where you can search for, add, or remove software. I’m talking about package management systems, such as Synaptic. With Synaptic, you can open up one tool, search for an application (or group of applications), and install that application without having to do any Web searching (or purchasing).

Windows has nothing like this. With Windows, you must know where to find the software you want to install, download the software (or put the CD into your machine), and run setup.exe or install.exe with a simple double-click. For many years, it was thought that installing applications on Windows was far easier than on Linux. And for many years, that thought was right on target. Not so much now. Installation under Linux is simple, painless, and centralized.

#7: Flexibility vs. rigidity

I always compare Linux (especially the desktop) and Windows to a room where the floor and ceiling are either movable or not. With Linux, you have a room where the floor and ceiling can be raised or lowered, at will, as high or low as you want to make them. With Windows, that floor and ceiling are immovable. You can’t go further than Microsoft has deemed it necessary to go.

Take, for instance, the desktop. Unless you are willing to pay for and install a third-party application that can alter the desktop appearance, with Windows you are stuck with what Microsoft has declared is the ideal desktop for you. With Linux, you can pretty much make your desktop look and feel exactly how you want/need. You can have as much or as little on your desktop as you want. From simple flat Fluxbox to a full-blown 3D Compiz experience, the Linux desktop is as flexible an environment as there is on a computer.

#8: Fanboys vs. corporate types

I wanted to add this because even though Linux has reached well beyond its school-project roots, Linux users tend to be soapbox-dwelling fanatics who are quick to spout off about why you should be choosing Linux over Windows. I am guilty of this on a daily basis (I try hard to recruit new fanboys/girls), and it’s a badge I wear proudly. Of course, this is seen as less than professional by some. After all, why would something worthy of a corporate environment have or need cheerleaders? Shouldn’t the software sell itself? Because of the open source nature of Linux, it has to make do without the help of the marketing budgets and deep pockets of Microsoft. With that comes the need for fans to help spread the word. And word of mouth is the best friend of Linux.

Some see the fanaticism as the same college-level hoorah that keeps Linux in the basements for LUG meetings and science projects. But I beg to differ. Another company, thanks to the phenomenon of a simple music player and phone, has fallen into the same fanboy fanaticism, and yet that company’s image has not been besmirched because of that fanaticism. Windows does not have these same fans. Instead, Windows has a league of paper-certified administrators who believe the hype when they hear the misrepresented market share numbers reassuring them they will be employable until the end of time.

#9: Automated vs. nonautomated removable media

I remember the days of old when you had to mount your floppy to use it and unmount it to remove it. Well, those times are drawing to a close — but not completely. One issue that plagues new Linux users is how removable media is used. The idea of having to manually “mount” a CD drive to access the contents of a CD is completely foreign to new users. There is a reason this is the way it is. Because Linux has always been a multiuser platform, it was thought that forcing a user to mount a media to use it would keep the user’s files from being overwritten by another user. Think about it: On a multiuser system, if everyone had instant access to a disk that had been inserted, what would stop them from deleting or overwriting a file you had just added to the media? Things have now evolved to the point where Linux subsystems are set up so that you can use a removable device in the same way you use them in Windows. But it’s not the norm. And besides, who doesn’t want to manually edit the /etc/fstab fle?

#10: Multilayered run levels vs. a single-layered run level

I couldn’t figure out how best to title this point, so I went with a description. What I’m talking about is Linux’ inherent ability to stop at different run levels. With this, you can work from either the command line (run level 3) or the GUI (run level 5). This can really save your socks when X Windows is fubared and you need to figure out the problem. You can do this by booting into run level 3, logging in as root, and finding/fixing the problem.

With Windows, you’re lucky to get to a command line via safe mode — and then you may or may not have the tools you need to fix the problem. In Linux, even in run level 3, you can still get and install a tool to help you out (hello apt-get install APPLICATION via the command line). Having different run levels is helpful in another way. Say the machine in question is a Web or mail server. You want to give it all the memory you have, so you don’t want the machine to boot into run level 5. However, there are times when you do want the GUI for administrative purposes (even though you can fully administer a Linux server from the command line). Because you can run the startx command from the command line at run level 3, you can still start up X Windows and have your GUI as well. With Windows, you are stuck at the Graphical run level unless you hit a serious problem.

Your call…

Those are 10 fundamental differences between Linux and Windows. You can decide for yourself whether you think those differences give the advantage to one operating system or the other. Me? Well I think my reputation (and opinion) precedes me, so I probably don’t need to say I feel strongly that the advantage leans toward Linux.

There’s no shortage of books on how to start your own business — and some of them are excellent resources. But if you’re preparing to launch an IT consultancy, you need more than general business strategy. You need nitty-gritty tactical details like these.

Oh yeah. You’re going to work for yourself, be your own boss. Come and go when you want. No more kowtowing to The Man, right?

Running your own computer consulting business is rewarding, but it’s also full of numerous and competing challenges. Before you make the jump into entrepreneurship, take a moment to benefit from a few hundred hours of research I’ve invested and the real-world lessons I’ve learned in launching my own computer consulting franchise.

There are plenty of launch-your-own-business books out there. I know. I read several of them. Most are great resources. Many provide critical lessons in best managing liquid assets, understanding opportunity costs, and leveraging existing business relationships. But when it comes down to the dirty details, here are 10 things you really, really need to know (in street language) before quitting your day job.

Note: This information is also available as a PDF download.

#1: You need to incorporate

You don’t want to lose your house if a client’s data is lost. If you try hanging out a shingle as an independent lone ranger, your personal assets could be at risk. (Note that I’m not dispensing legal nor accounting advice. Consult your attorney for legal matters and a qualified accountant regarding tax issues.)

Ultimately, life is easier when your business operates as a business and not as a side project you maintain when you feel like it. Clients appreciate the assurance of working with a dedicated business. I can’t tell you how many clients I’ve obtained whose last IT guy “did it on the side” and has now taken a corporate job and doesn’t have time to help the client whose business has come to a standstill because of computer problems. Clients want to know you’re serious about providing service and that they’re not entering a new relationship in which they’re just going to get burned again in a few months time.

Incorporate. Form an LLC. Have questions about whether an S-Corp is right for you? Talk to an accountant. Then hit LegalZoom.com. The site will walk you through a questionnaire (you’ll need to have the advice of your accountant at the ready to answer the queries), and then it’ll file the appropriate paperwork for a fraction of the cost an attorney would charge.

#2: You need to register for a federal tax ID number

Next, you need to register for a federal tax ID number. Hardly anyone (vendors, banks, and even some clients) will talk to you if you don’t.

Wait a second. Didn’t you just complete a mountain of paperwork to form your business (either as a corporation or LLC)? Yes, you did. But attorneys and online services charge incredible rates to obtain a federal tax ID for you.

Here’s a secret: It’s easy. Just go to the IRS Web site, complete and submit form SS-4 online, and voila. You’ll be the proud new owner of a federal tax ID.

#3: You need to register for a state sales tax exemption

You need a state sales tax exemption, too (most likely). If you’re in a state that collects sales tax, you’re responsible for ensuring sales tax gets paid on any item you sell a client. In such states, whether you buy a PC for a customer or purchase antivirus licenses, taxes need to be paid.

Check your state’s Web site. Look for information on the state’s department of revenue. You’ll probably have to complete a form, possibly even have it notarized, and return it to the state’s revenue cabinet. Within a few weeks, you’ll receive an account number. You’ll use that account number when you purchase products from vendors. You can opt NOT to pay sales tax when you purchase the item, instead choosing to pay the sales tax when you sell the item to the client.

Why do it this way? Because many (most) consultants charge clients far more for a purchase than the consultant paid. Some call it markup; accountants prefer to view it as profit. But you certainly don’t want to have to try to determine what taxes still need to be paid if some tax was paid earlier. Thus, charge tax at the point of sale to the customer, not when you purchase the item.

#4: You need to register with local authorities

Local government wants its money, too. Depending on where your business is located and services customers, you’ll likely need to register for a business license. As with the state sales tax exemption, contact your local government’s revenue cabinet or revenue commission for more information on registering your business. Expect to pay a fee for the privilege.

#5: QuickBooks is your friend

Once your paperwork’s complete, it’s time for more paperwork. In fact, you’d better learn to love paperwork, as a business owner. There’s lots of it, whether it’s preparing quarterly tax filings, generating monthly invoicing, writing collection letters, or simply returning monthly sales reports to state and local revenue cabinets.

QuickBooks can simplify the process. From helping keep your service rates consistent (you’ll likely want one level for benchwork, another for residential or home office service, and yet a third for commercial accounts) to professionally invoicing customers, QuickBooks can manage much of your finances.

I recommend purchasing the latest Pro version, along with the corresponding Missing Manual book for the version you’ve bought. Plan on spending a couple of weekends, BEFORE you’ve launched your business, doing nothing but studying the financial software. Better yet, obtain assistance from an accountant or certified QuickBooks professional to set up your initial Chart of Accounts. A little extra time taken on the front end to ensure the software’s configured properly for your business will save you tons of time on the backend. I promise.

#6: Backend systems will make or break you

Speaking of backend, backend systems are a pain in the you-know-what. And by backend, I mean all your back office chores, from marketing services to billing to vendor management and fulfillment. Add call management to the list, too.

Just as when you’re stuck in traffic driving between service calls, you don’t make any money when you’re up to your elbows in paper or processing tasks. It’s frustrating. Clients want you to order a new server box, two desktops, and a new laptop. They don’t want to pay a markup, either. But they’re happy to pay you for your time to install the new equipment.

Sound good? It’s not.

Consider the facts. You have to form a relationship with the vendor. It will need your bank account information, maybe proof of insurance (expect to carry one million dollars of general liability), your state sales tax exemption ID, your federal employer ID, a list of references, and a host of other information that takes a day to collect. Granted, you have to do that only once (with each vendor, and you’ll need about 10), but then you still have to wade through their catalogs, select the models you need, and configure them with the appropriate tape arrays, software packages, etc. That takes an hour alone. And again, you’re typically not getting paid for this research. Even if you mark hardware sales up 15 percent, don’t plan on any Hawaiian vacation as a result.

Add in similar trials and tribulations with your marketing efforts, billing systems, vendor maintenance, channel resellers, management issues, etc., and you can see why many consultants keep a full-time office manager on staff. It’s no great revelation of my business strategy to say that’s why I went with a franchise group. I have a world of backend support ready and waiting when I need it. I can’t imagine negotiating favorable or competitive pricing with computer manufacturers, antivirus vendors, or Microsoft if I operated on my own.

Before you open your doors, make sure that you know how you’ll tackle these wide-ranging back office chores. You’ll be challenged with completing them on an almost daily basis.

#7: Vendor relationships will determine your success

This is one of those business facets I didn’t fully appreciate until I was operating on my own. Everyone wants you to sell their stuff, right? How hard can it be for the two of you to hook up?

Well, it’s hard, as it turns out, to obtain products configured exactly as your client needs quickly and at a competitive price if you don’t have strong vendor relationships. That means you’ll need to spend time at trade shows and on the telephone developing business relationships with everyone from software manufacturers and hardware distributors to local computer store owners who keep life-saving SATA disks and patch 5 cables in stock when you can’t wait five days for them to show up via UPS.

Different vendors have their own processes, so be prepared to learn myriad ways of signing up and jumping through hoops. Some have online registrations; others prefer faxes and notarized affidavits. Either way, they all take time to launch, so plan on beginning vendor discussions, and establishing your channel relationships, months in advance of opening your consultancy.

#8: You must know what you do (and explain it in 10 seconds or less)

All the start-your-own-business books emphasize writing your 50-page business plan. Yes, I did that. And do you know how many times I’ve referred to it since I opened my business? Right; not once.

The written business plan is essential. Don’t get me wrong. It’s important because it gets you thinking about all those topics (target markets, capitalization, sales and marketing, cash flow requirements, etc.) you must master to be successful.

But here’s what you really need to include in your business plan: a succinct and articulate explanation of what your business does, how the services you provide help other businesses succeed, and how you’re different. Oh, and you need to be able to explain all that in 10 seconds or less.

Really. I’m not kidding.

Business Network International (plan on joining the chapter in your area) is on to something when it allots members just 30 seconds or so to explain what they do and the nature of their competitive advantage. Many times I’ve been approached in elevators, at stoplights (with the windows down), and just entering my car in a parking lot by prospective customers. Sometimes they have a quick question, other times they need IT help right now. Here’s the best part; they don’t always know it.

The ability to quickly communicate the value of the services you provide is paramount to success. Ensure that you can rattle off a sincere description of what you do and how you do it in 10 seconds and without having to think about it. It must be a natural reaction you develop to specific stimuli. You’ll cash more checks if you do.

#9: It’s all about the branding

Why have I been approached by customers at stoplights, in parking lots, and in elevators? I believe in branding. And unlike many pop business books that broach the subject of branding but don’t leave you with any specifics, here’s what I mean by that.

People know what I do. Give me 10 seconds and I can fill in any knowledge gaps quickly. My “brand” does much of the ice breaking for me. I travel virtually nowhere without it. My company’s logo and telephone number are on shirts. Long sleeve, short sleeve, polos, and dress shirts; they all feature my logo. Both my cars are emblazoned with logos, telephone numbers, and simple marketing messages (which I keep consistent with my Yellow Pages and other advertising).

I have baseball hats for casual trips to Home Depot. My attaché features my company logo. My wife wears shirts displaying the company logo when grocery shopping. After I visit clients, even their PC bears a shiny silver sticker with my logo and telephone number.

Does it work? You better believe it. Hang out a shingle and a few people will call. Plaster a consistent but tasteful logo and simple message on your cars, clothing, ads, Web site, etc., and the calls begin stacking up.

Do you have to live, eat, and breathe the brand? No. But it helps. And let’s face it. After polishing off a burrito and a beer, I don’t mind someone asking if they can give me their laptop to repair when I approach my car in a parking lot. Just in case they have questions, I keep brochures, business cards and notepads (again, all featuring my logo and telephone number) in my glove box. You’d be surprised how quickly I go through them. I am.

#10: A niche is essential

The business plan books touch on this, but they rarely focus on technology consultants directly. You need to know your market niche. I’m talking about your target market here.

Will you service only small businesses? If so, you better familiarize yourself with the software they use. Or are you targeting physicians? In that case, you better know all things HIPAA, Intergy, and Medisoft (among others).

Know up front that you’re not going to be able to master everything. I choose to manage most Windows server, desktop, and network issues. When I encounter issues with specific medical software, dental systems, or client relationship software platforms, I call in an expert trained on those platforms. We work alongside to iron out the issue together.

Over time, that strategy provides me with greater penetration into more markets than if I concentrated solely on mastering medical systems, for example. Plus, clients respect you when you tell them you’re outside your area of expertise. It builds trust, believe it or not.

Whatever you choose to focus on, ensure that you know your niche. Do all you can to research your target market thoroughly and understand the challenges such clients battle daily. Otherwise, you’ll go crazy trying to develop expertise with Medisoft databases at the same time Intel’s rolling out new dual-core chips and Microsoft’s releasing a drastically new version of Office.

There’s no shortage of difficult security challenges — so why take chances and overlook the easy stuff? Chad Perrin describes some of the worst (and all too common) security oversights he sees on a regular basis.

The following is a list of security mistakes I see all the time. They’re not just common, though — they’re also extremely basic, elementary mistakes, and anyone with a modicum of security knowledge should know better than to make them.

Note: This information originally appeared as an entry in our IT Security blog. It’s also available as a PDF download.

#1: Sending sensitive data in unencrypted e-mail

Stop sending me passwords, PINs, and account data via unencrypted e-mail. Please. I understand that a lot of customers are too stupid or lazy to use encryption, but I’m not. Even if you’re going to give them what they want, in the form of unencrypted sensitive data sent via e-mail, that doesn’t mean you can’t give me what I want — secure communications when sending sensitive data.

#2: Using “security” questions whose answers are easily discovered

Social security numbers, mothers’ maiden names, first pets, and birthdays do not constitute a secure means of verifying identity. Requiring an end user to compromise his or her password by specifying a question like that as a means of resetting the password basically ensures that the password itself is useless in preventing anyone who is willing to do a little homework from gaining unauthorized access.

#3: Imposing password restrictions that are too strict

I’ve seen an unacceptable number of cases where some online interface to a system that lets you manage your finances — such as banking Web sites — impose password restrictions that actually make the interface less secure. Six-character numeric passwords are dismayingly common, and the examples only go downhill from there. See “How does bad password policy like this even happen?” for another example in more detail.

#4: Letting vendors define “good security”

I’ve said before that there’s no such thing as a vendor you can trust. Hopefully, you were listening. Ultimately, the only security a corporate vendor really cares about protecting is the security of its own profits and market share. While this may prompt a vendor to improve the security of its products and services, it sometimes prompts exactly the opposite. You must question a vendor’s definition of “good security,” and you must not let vendors tell you what’s important to you.

#5: Underestimating required security expertise

People in positions of authority in corporations often fail to understand the necessity for specific security expertise. This applies not only to nontechnical managers, but to technical IT managers as well. In fact, standards working groups such as the one that produced the WEP standard often include a lot of very smart technologists, but not a single cryptographer, despite the fact they intend to develop security standards that rely explicitly on cryptographic algorithms.

#6: Underestimating the importance of review

Even those with security expertise specific to what they’re trying to accomplish should have their work checked by others with that expertise as well. Peer review is regarded in the security community as something akin to a holy grail of security assurance, and nothing can really be considered secure without being subjected to significant, punishing levels of testing by security experts from outside the original development project.

#7: Overestimating the importance of secrecy

Many security software developers who make the mistake of underestimating the importance of review couple that with overestimation of the importance of secrecy. They justify a lack of peer review with hand-waving about how important it is to keep security policies secret. As Kerckoffs’ Principle — one of the most fundamental in security research — points out, however, any system whose security relies on the design of the system itself being kept secret is not a system with strong security.

#8: Requiring easily forged identification

Anything that involves faxing signatures or sending photocopies or scans of ID cards is basically just a case of security theater — putting on a great show without actually providing the genuine article (security, in this case) at all. It is far too easy to forge such second-generation (or worse) low quality copies. In fact, for things like signatures and ID cards, the only way for a copy to serve as useful verification is for it to be a good enough copy that it is not recognized as a copy. Put another way, only a successful forgery of the original is a good enough copy to avoid easy forgery.

#9: Unnecessarily reinventing the wheel

Often, developers of new security software are re-creating something that already exists without any good reason for doing so. Many software vendors suffer from Not Invented Here disease and end up creating new software that doesn’t really do anything new or needed. That might not be a big deal, except that new software is often not peer reviewed, it makes security mistakes that have already been ironed out of the previous implementation of the idea, and it generally just screws things up pretty badly.

Whenever creating a new piece of software, consider whether you’re replacing something else that already does that job and whether your replacement actually does anything different that is important. Then, if it is doing something important and different, think about whether you might be able to just add that to the already existing software so you will not create a whole new bundle of problems by trying to replace it.

#10: Giving up the means of your security in exchange for a feeling of security

This is a mistake so absurd to make that I have difficulty formulating an explanation. It is also so common that there’s no way I can leave it out of the list. People give up the keys to their private security kingdoms to anyone who comes along and tells them, “Trust me, I’m an expert,” and they do it willingly, eagerly, and often without thought. “Certificate Authorities” tell you who to trust, thus stripping you of your ability to make your own decisions about trust; Webmail service providers offer on-server encryption and decryption, thus stripping you of end-to-end encryption and control over your own encryption keys; operating systems decide what to execute without your consent, thus stripping you of your ability to protect yourself from mobile malicious code.

Don’t give up control of your security to some third party. Sure, you may not be able to develop a good security program or policy yourself, but that doesn’t mean the program or policy shouldn’t give you control over its operation on your behalf.

To provide effective service for your users, you need to get to the root of their problems and figure out viable solutions — sooner, rather than later. These pointers will help you zero in on the problem and resolve it as quickly and tactfully as possible.

When that phone rings, the clock starts running. The sooner you can resolve the caller’s problem, the better off both of you will be. Here are some tips to help.

Note: This information is also available as a PDF download.

#1: Remember Occam’s Razor

One useful principle I’ve learned is that of Occam’s Razor: The simplest explanation for a situation is often the correct one. Yes, your customer’s blank monitor might have been caused by sunspots, in connection with an electrical storm this morning. But isn’t it more likely that the signal cable or the power cable is loose or unplugged? Eliminate the simple causes before trying the more complex ones.

#2: Ask carefully about the “simple” causes

Be careful in determining these simple causes. Your customer, particularly one who has technical ability, may be offended. To minimize this possibility, consider apologizing in advance, or using “the system” as your foil. For example: “I’m really sorry to ask, but you did already check to see that it’s plugged in, right?” Alternatively, you could say, “I’m sorry, I have to ask this, or else I’m in trouble with my boss….”

#3: Use open-ended questions at the start

Open-ended questions are designed to gain as much information as possible from the customer. In the case of problem determination, you want such information, because you want to eliminate or focus on particular causes of the customer’s problem. Open-ended questions generally require sentences to answer; they can’t be answered with a simple “yes” or “no.” Using a courtroom analogy, an attorney who’s doing a direct examination of a witness will use open-ended questions. That’s because the witness is either the client or someone who’s allied with the client.

#4: Use closed-ended questions to confirm

Closed-ended questions are designed to confirm your current understanding. At this point, you’ve gained valuable information from the customer and now want to confirm it. For example, you could ask, “You’re saying you did install release 3.5, is that correct?”

Be careful not to move too quickly into asking closed-ended questions because you might shut yourself off from valuable information.

#5: Empathize with the caller

Customers who call with a problem have more than a technical issue. They almost always have an emotional reaction as well. It’s important to address this emotional aspect, because the way you do so determines their satisfaction with your work. Take a second to say you’re sorry for the problem and that you want to get it resolved as soon as possible.

#6: Help the caller help you

If you need information from the customer, make it easy for him or her to provide it. Are you looking for a serial number from an equipment label or tag? Then tell the customer where it is (e.g., the first line or second line of the tag). Also, if you can, tell the customer the structure or format (e.g., it’s a six-digit numeral or it’s a10-character alphanumeric, with three letters followed by seven digits).

#7: Explain why you’re asking them to do certain things

A customer with a technical problem has enough anxiety as it is. If you ask that customer to do seemingly unrelated tasks, you could increase that anxiety, causing a negative reaction. To reduce this possibility, explain to the customer why you’re asking him or her to do something and how it relates to resolving the problem. If your customer is technically proficient, describe the result of what you’re doing. It can save time and may prevent insulting the customer’s intelligence. For example, instead of saying, “Okay, click on Start, then highlight Run, then type regedit,” consider saying, “Okay, we need to edit the registry. If you want, I can step you through how to get there.”

#8: Identify what’s unique about this customer

What’s different or special about this customer, if others don’t have the same problem? Is this customer in a different building, or attached to a different server, or using a different release of software? Knowing the answer could help you narrow things down.

#9: Determine what’s changed recently for this customer

Similarly, you’ll want to ascertain whether anything has changed with regard to the customer. Has he or she moved to a new location or had a system upgrade? On the other hand, was the customer left behind when others went to that upgrade?

#10: Does the problem “stalk the swap”?

If you’re dealing with hardware or equipment issues, check to see whether the problem “stalks the swap.” If it does, you have pretty good assurance that the piece you swapped is the piece that’s causing the problem. Let’s say you’ve narrowed a connectivity problem to either the network adapter or the patch cable between the PC and the wall jack. When you replace the network cable with a new one, the problem goes away. To make sure, though, take that old cable and use it with another PC that has a good connection. If the connectivity problem appears with the second PC, you can be pretty sure the cable was the problem.

#11: Document the problem after it’s resolved

Once the problem is fixed, document it in your problem ticket. If you have no ticket system, at least let your co-workers know via an e-mail or text. Also, discuss what happened with the customer if he or she did something that caused the problem. If you can prevent it from happening again, both you and the customer benefit.

Microsoft Access may not be the king of databases, but it does offer a number of advantages over solutions like SQL Server and Oracle in certain situations. Access guru Susan Harkins counts the ways.

Nothing starts a fire quicker than saying, “Hey, let’s use Access. Yeah, Access can do it!” Oh my… just thinking about it makes me want to don a fire retardant pocket protector. Seriously, though: Access elicits real passion. Developers and IT folk either love it or hate it. There’s no reason why you should use a tool you hate, but you should strive to use the tool that’s best for the job.

The truly smart and effective IT professional knows that there are many tools. The key is to know which database engine is the best for the job at hand. Why throw massive resources at a simple need? In other words, you don’t want to pay for a Rolls Royce engine if you’re building a go-cart. Knowing when and when not to use Access will help your budget and make you look good, whether you’re a freelance developer or you’re managing IT resources.

Note: This information is also available as a PDF download.

#1: It’s cheap

Access is a desktop database and its place in the hierarchy — layered between Excel and SQL Server — determines its price. Access costs the same as any other desktop application. Acquiring a copy of Access won’t require a loan or a call to investors.

The large client-server databases, such as SQL Server and Oracle, require specific hardware and expensive licensing. After the project’s up and running, a client-server database needs a dedicated administrator. Access requires none of that.

On the other hand, Access is a desktop application. That means that everyone who uses a customized database application needs Access installed on their local system. All those copies of Access can be expensive. One alternative is to invest the time and money it takes to turn your database into a runtime application. (Access 2007 doesn’t support this option.)

#2: It’s easy

Anybody with just a bit of time and reasonable intelligence can learn to use Access. It doesn’t take weeks of classroom instruction and then months of mentored on-the-job training to acquire the skills necessary to create and administer a database. It’s safe to say that most Access databases have one user and they live out their lives on one system. The user generally creates the database in his or her spare time. The casual user with no professional database or development skills can get data into an Access database and then manipulate that data without blowing up the building.

A good database grows and a bad one dies — regardless of the data engine that’s driving it or the skill set of the person who created it.

#3: Development costs less

Many developers make a good living creating custom database applications in Access. (Call me, let’s talk.) However, in general, they charge less than SQL Server and Oracle developers. Moreover, the development costs are just the beginning if you go with SQL Server or some other client-server software (see #1). If you really want to use Access and you’re smart, you’ll see that an enthusiastic and eager employee gets the right training. Then, pass out all that money you save in employee bonuses.

On the other hand, it doesn’t matter how much money you save initially, if you use the wrong database. Don’t let money be your only consideration or you’ll surely regret it. For instance, the security model is minimal (and doesn’t exist at all in Access 2007). Recovery isn’t as easy, either. Don’t use Access for mission-critical applications unless you really know what you’re doing — and even then, it might be a good idea to keep your resume updated.

#4: Prototyping is a snap

Access is a great way to show fast results for the impatient client or boss. You can collect a little data and in just a few hours (or days) wow them with a few neat forms and reports — I can hear them ooing and ahhing already. You don’t have to use Access to build the production database, but you can ease client concerns by showing that you understand their needs. Access lets you get results fast and often with little to no code.

#5: It’s easy to upsize once it outgrows Jet

People who control the purse strings aren’t usually willing to dedicate resources to developing a noncritical database. Most of the time, you’re on your own. However, that doesn’t mean that a good design won’t grow and evolve into a truly useful tool. If that happens, you can upsize an Access database to SQL Server. You don’t have to start from scratch.

Still, Access is limited to 2GB. Even if the database’s purpose isn’t critical, the amount of data alone might force you into the arms of a more robust engine. Realistically, you probably won’t run into that limitation too often. If you do, you can eliminate Jet from the picture and use an Access front end to link to SQL Server data.

#6: It’s a one-time fling

Not every custom database has a long shelf life, but that’s not because it’s bad and dies an agonizing death. Sometimes its purpose is timed. For instance, generating, collecting, and analyzing questionnaire data can be a big job, even for Access, but a single questionnaire has a limited lifespan. If you’re going to use a database once, or for only a short time, use Access if possible.

#7: It can provide a quick fix

The best solution for your needs might be a powerful client-server database such as SQL Server. However, while you’re waiting — and you will wait — how’s the work being done? You can use Access as a quick fix until the more robust version is ready. You’ll have to compromise, because if you really need SQL Server, you’re not going to get the same work done in Access. But you might get portions of the work done. Analyze the overall tasks and see what components you can automate in Access, at least for the time being.

#8: You want to change what?

Access is flexible, and that’s one of its best attributes. Even if you can put a custom database together in a matter of weeks, needs are likely to change. Almost immediately, the user or client will think of something they want to add or change. If you designed the database well in the first place, Access will handle enhancements and changes without complaint.

#9: It talks to Office

Access is part of the Microsoft Office suite, so it plays well with the other applications. Users can quickly and easily export data from or import data into Excel or publish reports to Word. In addition, it shares a similar interface with other Office apps, which helps new users feel more at home and diminishes the learning curve.

#10: There’s less code!

All things being equal, Access can get the job done with less code than SQL Server (or some other client-server database). In addition, VBA is an easy language to master.

#11: It offers connectability

Access offers an affordable solution for individual users and smaller teams. Despite protests from some member of the IT club, you can even use it across a network if you know what you’re doing (file server solutions on a local network).

On the other hand, Access isn’t optimized for the Web. Although a skillful developer can use Access on the Web, in general, it just isn’t a good idea. Jet can’t handle large numbers of simultaneous users, unless of course you really know what you’re doing — and that level of expertise is really closer to magic than development. It can be done, just not by many.

Linux makes networking simple and secure — if you know a few tricks. Jack Wallen shares some pointers to help admins knock out various Linux networking tasks with a minimum of effort.

Networking is a must-have on all levels of computing. Be it home or corporate, networking is the one aspect of computing that is, without a shadow of a doubt, a deal breaker. And with some help, the Linux operating system can be the king of networking, in both ease of use and security. But that doesn’t mean the average (and sometimes even the above-average) user can’t use some help. These tips should help make Linux networking go a little more smoothly.

Note: This information is also available as a PDF download.

#1: Make use of your /etc/hosts file

The hosts file is used for static host names and offers a quick way to create networking shortcuts. One of the first things I do on a Linux machine is add various machines to the /etc/hosts file. This saves me from having to type a lot of IP addresses. The format of an address for this file is:

IP_ADDRESS NICKNAME

For example, if I use one machine for a backup location at IP address 192.168.1.101, I could enter:

192.168.1.101 backups

Now if I have to connect to that machine, say with secure shell, I can just type ssh -v -l username backups to make the connection.

#2: Keep out unwanted users with /etc/hosts.deny

Yet another helpful “hosts” file is the hosts.deny file. This file allows you to create access control based on client or server names. This is helpful in many ways. You can block blacklist domains from gaining access to your network or you can block certain users from gaining access to certain machines. But no matter how you use it, the format is the same.

Let’s say you want to block the domain bad.domain.name from gaining access to a machine. To do this, open up the /etc/hosts.deny file (you will need either root or sudo privileges) and add this to the bottom of the file:

ALL: bad.domain.name

Save it and you’re good to go.

#3: Let WICD handle your wireless woes

I can’t tell you how many times I have found myself banging my head against a server rack. For the longest time Linux and wireless networking were simply not good bedfellows. But that is quickly becoming a thing of the past. With modern distributions, wireless card detection has become a no-brainer. The issue now is encryption.

Many of the Linux wireless tools have trouble when any encryption is involved. But the WICD tool takes care of this. Now, connecting to WPA or WPA2 encrypted wireless networks is simple. Add to that the amazingly easy GUI employed by WICD and you can check one nasty headache off your list.

#4: Download and install a front end for iptables

You can’t assume that just because you are using Linux, you are secure. You still need some security. And the best security you can have with Linux is iptables. The only problem with iptables is that it can be challenging (especially for the new user). Fortunately, there are outstanding graphical front ends for iptables. One of the best is Firestarter. This front end makes employing iptables a simple process, so you won’t keep bypassing security out of fear of the learning curve.

#5: Get to know the command-line tools

Let’s face it: If you’re running Linux, there might be an instance where you will need to restart your network and you won’t have access to the GUI. In this particular case, knowing that /etc/rc.d/network restart will do the trick will solve your problem. Of course, that’s not the only networking command-line tool. You’ll also want to know tools like dhclient, traceroute, samba, ping, and netstat.

#6: Hard-code your DNS server addresses

I don’t know how many times I have had networking problems that pointed directly at missing DNS server addresses. To this end, I have made it habit to hard-code my DNS servers into the /etc/resolv.conf file. The format of the entries is:

nameserver IP_ADDRESS

where IP_ADDRESS is the actual address of your name server. You can have as many name servers listed as you need.

#7: Install ClamAV

If you run a mail server, an antivirus is essential. Even though you are running Linux and you know your mail server is immune to 99.9999999% of the viruses in the wild, that doesn’t mean all those clients that download mail from your server are immune. With this in mind, you will make your administrating life far easier if you install an antivirus like ClamAV onto your Linux mail server. It will give you peace of mind and enough security to ensure that your users most likely won’t come knocking at your office door demanding retribution.

#8: Know how to configure an IP address manually

Yes, there are GUI tools for this. And yes, they all work very well. But as you will eventually find if you administer any operating system long enough, it’s never bad to have backup tools to help you do your job. And one of the best backup tools for Linux networking is the ifconfig command. Not only will this command return to you (with no arguments) your network card information, it will also allow you to configure your network card manually. This is done like so:

/sbin/ifconfig eth0 192.168.1.10 netmask 255.255.255.0 broadcast 192.168.1.255

Of course, you will want to plug in your particular information as it applies to the above.

#9: Get to know your /etc/interfaces (Ubuntu) or /etc/sysconfig/network-scripts (Red Hat/Fedora) file(s)

This file (or files) is where the information for each network interface is stored. The format for this file is:

auto lo

iface lo inet loopback

auto eth0

iface eth0 inet dhcp

auto eth1

iface eth1 inet dhcp

auto eth2

iface eth2 inet dhcp

auto ath0

iface ath0 inet dhcp

auto wlan0

iface wlan0 inet dhcp

As you can see above, all of my interfaces are set up for dhcp. This is my laptop, which goes with me everywhere, so dhcp is a necessity. But what if I use the wired interface in only one location? For that, I can hard-code the information here under the eth0 interface like so (for Ubuntu):

iface eth0 inet static

        address 192.168.1.10 

        netmask 255.255.255.0

        broadcast 192.168.1.255

        network 192.168.1.104

        gateway 192.168.1.1

Or like so (For Red Hat/Fedora):

DEVICE=eth0

BOOTPROTO=static

BROADCAST=192.168.1.255

IPADDR=192.168.1.10

NETMASK=255.255.255.0

NETWORK=192.168.1.104.0

ONBOOT=yes

Again, you would plug in all the information suited to your network and your device.

#10: Don’t forget smbpasswd when setting up Samba

Nearly every time clients come to me with Samba issues, the problem is that they haven’t added the user and a password with smbpasswd. Without doing this, the user will not be able to authenticate to the Samba server. And when using smbpasswd to add a new user, you have to add the “-a” switch like so:

smbpasswd -a USERNAME

After you hit Enter, you will be asked for the users’ password (twice). NOTE: You must have root access (or sudo) to pull this off.

These 10 quick tips should help make various aspects of Linux networking easier. You never know when you’ll wind up having to rely on the command line or you’ll need to enlist the help of a graphical front end for iptables. Now, if you do, you should be good to go.

Every project has challenges — and having part of your team on the other side of the world only amplifies them. But knowing what to expect when working with an offshore group will help you avoid misunderstandings and keep the project on track.

As companies try to get the most for their information technology dollar, it seems the conversation inevitably leads to the merits of offshore services. It should be no surprise that there are both advantages and disadvantages to using offshore resources for some, or all, of your IT needs. A brief treatment of the factors involved is not likely to influence whether your company outsources to offshore. But acquainting yourself with the various aspects of offshoring will prepare you for what to expect and help you be more effective in your interactions.

“Offshore” is broad in its implications and can cover many cultures and types of relationships. For simplicity, we will consider the situation of a United States-based company offshoring the programming portion of its project to India.

Note: This information is also available as a PDF download.

#1: The time difference is good

When you are sleeping, work can continue on the other side of the world. At 9:30 PM Eastern Standard Time on the east coast, your colleagues in Bangalore will be arriving to work at 8:00 AM their time. The design problems you have been mulling over during your workday can be bundled up and shipped off for the offshore team. They can continue their development work, while you get a good night’s sleep.

For this to work, of course, there must be good coordination and processes. In fact, it will require more coordination than you might realize. However, if you come up with a process that works effectively, you can leverage the time differential for an operation that runs day and night.

#2: The time difference is not good

Different parts of a project’s life cycle require different levels of communication. With a relatively narrow window during which the workdays of India and the United States overlap, it can be difficult getting the answers you need when you need them. When that happens, a question that can be answered in five minutes by a colleague in the next cubicle might take until the next day. In fact, a one-day turnaround might be optimistic. If your problem or question is not understood, the back and forth can result in days passing before a problem is resolved — a disastrous situation for a project-critical issue.

Fortunately, the problems associated with an offshore time difference can be mitigated to some degree. The work schedules off shore can be shifted later, and/or the work in the States can be pushed up to increase the time for interactions. A 7:00 AM meeting may not be the way you would like to start the day, but your offshore counterpart may not be especially thrilled about staying late, either. The good news is that you really need to do this only when the need arises and not throughout the entire project.

#3: Cultural communication differences can create confusion

This probably is not true of everyone in India, but there does seem to be a tendency to avoid giving negative responses. And if you’re dealing with junior individuals, they may not speak up on an issue without permission by a supervisor.

“Yes” is a word you are likely hear quite a bit. If you ask your offshore counterparts if they can have a task completed by the end of business tomorrow, and they say “Yes,” you may not have received the response you think. While you think you heard “Yes, it will be done,” they are more likely saying “Yes, I understand” or “Yes, I’ll do my best.” Understand this subtly of communication, and things will go much smoother.

#4: They have a life too

I have, unfortunately, witnessed an attitude in the United States in which offshore resources were viewed as slave labor. I don’t think that those situations were the result of conscious thought or mal-intent. But being out of sight and somewhat out of mind, offshore can start to become a faceless dumping ground for as much as you can throw at them. That is just plain wrong on many levels.

Your colleagues offshore have families, lives, and bills to pay just like you do. Treat them like you would a team member in the next room. Do this, and you will have the foundation for a healthy, effective team. Besides being the right thing to do, it makes for better collaboration and is simply good business.

#5: High turnover is a problem

The India IT job market is plagued with high turnover. I have seen figures ranging from 20 to 50 percent. You need to be aware that the person you are working with today may not be the person you will be working with tomorrow. Further, your current team may not have been there very long.

This represents a huge potential for knowledge loss and an overall low level of expertise with your system. Be prepared for it and manage it as best you can.

#6: Different life/business experiences mean different assumptions

You know how your users respond to situations and what their work environment is like. Your offshore team probably does not. Whether it’s how an input screen is designed or the way your users utilize reports, you will probably need to be painfully specific in your design because your assumptions will likely be different from those made offshore. Those workers are not inexperienced; they have just had different experiences.

#7: Things may get lost in translation

A number of offshore team members I have worked with spoke better English than some of their American counterparts. That said, you will probably find that there are differences in the more British English they are using in India as compared to American English. Even everyday expressions may come off sounding very strange when heard by a foreign ear.

This does not mean you have to worry about what you say or choose your words extra carefully. What it does mean is that you should not assume everything you are saying is being immediately understood. Just as you might wait until after a conversation to look up a word you didn’t understand, your offshore team may be doing the same with parts of your speech.

#8: Good in one thing does not mean good in all

Like any other IT shop — or any other business, for that matter — skills and expertise may be specialized. Just because the offshore group is well known for its programming prowess doesn’t mean that it’s capable of creating a test script you would dare show your quality control person. First, make an honest assessment of the team’s capabilities. Then capitalize on the strengths and compensate for the weaknesses, just like you would for anyone else.

#9: Remote communication is the norm

When you’re on opposite sides of the globe, face-to-face meetings just are not going to happen, at least not very often. This is something you will just need to get used to. Sure, you have been on conference calls and have had your share of meetings via e-mail, but when working with offshore, be prepared for nearly all of your contact being done by remote means.

I would be remiss if I did not share that the most successful offshore projects I have been on have had some degree of onshore presence. Even having a single person who can be your point of contact can make all the difference in the world. Frankly, I believe there is no substitute for some face-to-face contact. With so much of our understanding coming from nonverbal communication, any effort spent to have some face-to-face contact will not be wasted.

#10: Hidden costs are likely

In spite of the distances between the parties, communication still must happen. That will mean telephone calls, telephone conferences, Web-based meetings, and possibly video conferences. All of this is an additional cost to your project. And if you follow the advice above by having someone onsite as a point of contact, the costs will skyrocket. Make sure everyone understands that these costs will be there. Note, however, that these costs are small compared to the costs to the project of not being well connected.

Summary

Every project has its challenges. Having part of your team on the other side of the world only amplifies them. But if you heed the factors described above, there is no reason the experience can’t be an interesting and positive one for everyone on the project.

Your users may not know how to achieve the best results from their online interactions. These pointers will introduce them to best practices and help them avoid missteps like linkjacking and annoying forum behavior.

Forums, chat rooms, and discussion groups provide invaluable information (and yes, recreation) for your users. But to get the most benefit, they need to have a high degree of online credibility. If they inspire trust and confidence, their opinions will carry more weight. And when they need help, they’ll be more likely to get it from those they helped previously. Share these suggestions with your users to make sure their online behavior increases their credibility.

Note: This information is also available as a PDF download.

#1: Don’t shoot the messenger

Sometimes another user will post material (for example, an article or quotation) by another person. You might disagree with the material, and that’s okay. But in your reply to the post, make clear that your issue is with the material, not with the other user. Being clear on this point helps prevent online feuds.

#2: Include previous contents in your reply

If the forum software doesn’t include the contents of the post you’re replying to, take a second to manually copy and paste it into your reply. Others will understand your reply much more clearly.

#3: Thank people who helped you

Suppose you’ve posted a request for help, and people have responded with advice or suggestions. Suppose further that one or more suggestions actually solved the problem. Take a second to go back online and say thanks to the people who helped you. It sounds trite, but it goes a long way toward building up a positive impression of you, again making it more likely that they’ll help you in the future.

#4: If asking for help, explain your preliminary steps

Nobody wants to get flamed. So if you’re asking for help, explain the preliminary or obvious steps you’ve already taken. Doing so saves time for the other people. More important, it shows those other people that you really do have an issue, because the standard steps haven’t worked. I probably am overcautious on this point: I’ll outline the steps I’ve already taken and then apologize in advance if I missed one.

#5: Be clear what you already know

Similarly, when asking for help or for an explanation, be clear on what you already know. That way, others won’t assume you’re a newbie, and they won’t flame you for asking an elementary question. For example, you might say, “I’ve worked a lot with the registry, but I don’t understand how this particular action corrupted it.”

#6: Avoid questions that Google can answer

You may have heard the saying, “There’s no such thing as a stupid question.” Maybe so, but some questions are better than others. On a forum, a good rule of thumb is to avoid asking a question that Google can answer for you. It’s better to ask a question that involves a comparison, a contrast, or some other type of analysis.

For example, a type of question I’ve asked involves “reverse definition.” I don’t ask what the definition of a term is (because I can get it myself). Rather, I describe a concept and then ask what (if any) term defines it. For instance, instead of asking, “What is the meaning of database first normal form?” you could ask, “What’s the name of the rule in database design that says don’t have repeating groups?”

#7: Don’t linkjack

Occasionally, I will see my TechRepublic material on someone else’s blog. It may include my name and my title. Sometimes, it even has a reference to TechRepublic. However, there often isn’t a URL reference or link to the original TechRepublic location. This practice, known as “linkjacking,” should generally be avoided. People who read my material on someone else’s blog have no reason or incentive to click through to TechRepublic. Therefore, I get no “credit” for having my material read, and TechRepublic loses that traffic. If you’re posting material from another source, be sure to link to it.

#8: Add value when you post

If you post something, add value. If someone asks a question and you can answer it, that’s great. But if you can’t, don’t just post a “Sorry, I don’t know” entry, because it really helps no one. Do you have an idea of where the questioner can get help? For example, can you share your experiences with a similar task or application? These alternatives are far more helpful than just saying you don’t know, and they’ll be appreciated by the questioner.

#9: Preview your posts

I’ve often seen the sardonic comment, “Formatting is your friend,” as a reply to a forum post. It’s prompted by posts consisting of one huge paragraph, including bulleted lists in inline text format. Make things easy on the people who will be reading your posts. Preview them before you publish them. This is especially important if you’re including HTML tags. You want to make sure the post appears the way you intended.

#10: Exercise discretion if you’re new to a forum

Joining a forum is similar to joining a club or a company. There are usually conventions and customs to follow. The easiest way to be labeled a troublemaker or “troll” is to join a forum, then immediately begin initiating your own topics or threads. It’s better to simply sign up and spend some time reading other posts and threads. When you do post, do so as a reply on an existing thread — and focus more on giving information than asking for it. Only then should you think about starting your own threads.

I know this sequence is time consuming, especially if you’re in a bind and need advice in a hurry. However, it illustrates the principle espoused by speaker and consultant Harvey Mackay, to “Dig your well before you’re thirsty.” Take time to establish yourself on a forum. After you’ve laid that groundwork and have assisted others, you’ll be in a position to seek help.

Poor performers can drag down your whole team. Here are some strategies for determining the underlying issues and turning those underachievers around.

“We’re going to have to let Sarah go. Unless you can help get her performance back up to speed.”

And with that comment, another client gets assigned to work with me for “remedial coaching.”

It didn’t need to come to this. And it shouldn’t. Coaching can be expensive (average rates for an executive coach range from about $150 to $600 an hour in the United States), and it won’t always fix an individual’s productivity issues. But according to research done a couple of years ago by Leadership IQ in Washington DC, only about 14% of senior executives believe their companies do a decent job of dealing with poor performers.

Most companies let productivity issues build. They typically say it’s because they don’t know how to deal with these issues. Fair enough. But before you reach for the phone book to call the Worldwide Association of Business Coaches, here are a few actions to try.

Note: This information is based on the IT Leadership blog post “How to kickstart an underachiever’s performance.” You can also download the article as a PDF.

#1: Accept that you should be the one to handle the problem

As the supervisor, you’re the best person to deal with this situation. Not the HR Department or the lawyers. In most cases, they don’t know the situation or individual as well as you.

#2: Address the issue directly

Tell the underachiever that his or her performance isn’t up to standard. Ask if something is wrong. If there’s an issue outside of work, your team member may have been reluctant to talk about it. But whatever is affecting the person’s job contributions, you need to know about it. If it’s a long-term problem, how you want to deal with the employee is probably different (scaling back the job, for example) than if it’s a short-term issue.

#3: Make sure there’s no confusion about the job

If there is no outside issue, the problem may be one of understanding. One of my clients told me last week about a salesperson who was far off targeted sales. After sitting together for about 30 minutes, the supervisor realized that even though the salesperson had been there for years, she was not clear on the goals and objectives of her job.

#4: Recognize the differences among your workers

Face reality — what worked in the past may no longer be appropriate. Today’s workforce often has teams consisting of Baby Boomers, Gen X’ers, and Millennials. Each generation has different aspirations and motivators. If you’re treating them as a homogenous group, you are bound to miss the mark with one or more of them.

#5: Make sure the right tools are available

If the underachiever doesn’t have the necessary tools, those performance problems may be beyond his or her ability to fix. This is pretty common in IT areas, where standards can be set in place before there’s a proper understanding of what equipment or training is needed.

#6: Beware of the Law of Unintended Consequences

Often, a person’s productivity can go down due to things that were expected to improve output. I’ve seen individual productivity fall drastically after “improvements” were made to offices, when team members were added or promoted, and following the switch over to new vendor systems. I’ve even seen new phones slow down otherwise solid individuals.

#7: Consider internal coaching

The studies I review indicate that peer-coaching for performance enhancement is usually better for anyone in the organization below senior management levels. It’s less expensive and has the additional benefit of being motivational for the person you’ve asked to help.

#8: Look in the mirror

How’s your own personal feeling of motivation and enthusiasm? More than words, your actions will affect your team member’s performance. Maybe you need a coach more than your underachiever.

#9: Be firm but fair

More than anything else, employees at all levels want a boss with this style. It’s important to realize that being firm isn’t being ugly. Dodging an issue isn’t being kind; it’s just being cowardly. Most people want honest feedback and most people want to do a good job, too. Honesty can pay genuine dividends.

#10: Provide regular feedback

How often do you actually talk about performance? The best contributors will often cite their boss as the reason they’re so good. When employees are given frequent “mini-reviews,” they are more conscious of their productivity and usually perform at a higher level. On the other hand, bosses who wait until annual appraisal time to discuss how their team members are doing are often shown to have the lowest performers.

John M McKee is a contributing editor to the TechRepublic Leadership blog. A certified Business and Executive Coach, he is the president of BusinessSuccessCoach.net, with clients in 45 countries. His goal is to help 100,000 people in 2008.