Virtual Administrative Services from Robin’s Desktop

Many across the nation view the idea of “outsourcing” jobs as a negative. Telemarketers as well as industrial giants shift positions to other countries to take advantage of low wages and business friendly regulation. Companies engaging in this practice are presented as ‘un-American’ by some organizations. This doesn’t have to be the case.

Outsourcing is simply the process of contracting outside assistance completing a task or producing a product. The outside assistance is not outside the country by default. The manner in which Robin’s Desktop operates is a type of outsourcing.

I recently met with the sales staff of a refrigeration company to discuss some work I am doing for them. They want some targeted flyers developed but don’t have anyone on staff that can work with publication software such as Publisher. They have the capability to produce a very basic document with a word processing program, but no one has been trained in design, page layout or content. So, they are ‘outsourcing’ that project to me.

The nature of a virtual service provider is that my work can be completed remotely. In fact, I will be emailing drafts to the manager, they will email revisions and requests. Once the final version is approved, I’ll print the first run of the document, mail to the office and send the electronic document to them for future printing.

In this particular case, I have met the key players face-to-face, but it is not required. Teleconferences or web meetings can serve the same purpose, don’t involve fuel, and can be scheduled for any time of the day. This allows companies like mine to provide service to anyone, anywhere in the world.

Small or highly specialized companies don’t have to have a large ‘full-time’ staff. Many tasks can be contracted out, or outsourced, to other highly specialized companies.

Being “green” has been the rage in the business community for the past few years. However, frugality and concerns over polluting the environment goes back centuries. Our agricultural ancestors learned that the manner in which they treated the earth directly affected their crops and livestock. In the business world, virtual administrative service providers, commonly known as virtual assistants (VAs), are some of the original “green” businesses.

Working offsite poses a number of challenges for these entrepreneurs. VAs generally do not work from plush high-rise office buildings with conference rooms and valet parking. They are working from modest home-office space with limited storage capacity and signage restrictions from the homeowners association. Reference materials and supply storage are two areas where VAs can practice being “green” without much trouble.

Reference Materials – Even in this high-tech age, printed and bound reference materials are a must. VAs must be able to stay atop current demands in technologies and understand the subtle histories of business. Certain reference materials are a must, but take up space quickly. It is often possible to find many items on CD Rom, for under $20 each. However, successful individuals understand the importance of a quality dictionary, thesaurus and style guide in hardcopy form. (As yet, the Complete Office Handbook is not available on CD Rom.) CD Rom versions of reference materials which are seldom used or highly specialized can replace hardcopies. Selling your hardcopies in yard sales, on your Web page or through services such as eBay can help you finance the purchase of the electronic versions.

Supply Storage – Storage is a bane to every VA. Ideally, VAs would work in a completely paperless office scenario. There would be no need for staples, pens, paper, filing cabinets or folders. Alas, we have not quite reached that level of nirvana. If your business involves any type of mass mailings, publications or report production, you know you need to have several types of paper, binding materials, envelopes, and other miscellaneous supplies on-hand. VAs on a tight budget, or those who are simply frugal, know that shipping boxes can solve a world of storage problems.

Take a look at one of the office supply catalogs you receive each week in the postal mail. Look up the storage supplies they offer, from cardboard to acrylic. All you need is to simulate those containers with things you have on hand. By selectively placing used shipping boxes strategically on your shelves you can recreate the storage ‘system’ in the catalog at almost zero cost. Two-drawer filing cabinets can be topped with a small piece of plywood or other scrap material, covered with a cloth and double as a table holding a lamp and promotional materials for your business.

Reproduction of the full article, without alterations and with proper citation, is permitted.

A young woman decided to step out on her own, ending 12 years of service as a public employee. She was very nervous and inexperienced in the business of marketing. She strived to learn but was ever mindful of the expense involved in starting a small business. Frugality lead her to the public library, where she dutifully studied the bountiful offerings available to her. She chose What’s Your Story, co-written by Mathews and Wacker.

Over the next three weeks, the young entrepreneur kept to her reading during the block of time she dedicated to educating herself. Once she finished the last page, she slowly closed the book and reflected. “This book was a colossal waste of my time,” she thought to herself. “Indeed, I have learned that you can’t judge a book by its cover.”

Check the book out of the library before investing in the purchase.

The above is the review I posted at Amazon.com. I really struggled to read this small book. It is only 188 pages, but it took me more than a couple weeks to read. It was just dry, boring and felt as if I’d been snookered. The relevant information could have been presented in 25 pages.

I may have absorbed some good ideas, but I just feel … well, cheated. I’m glad I did not purchase the book, new or used. I will be returning it to the library this very day.

Would I recommend the book? Well, perhaps. There are a few gems, but it would not be a primary recommendation.

High fuel and energy costs are forcing small businesses and associations to reconsider how they conduct day-to-day operations. The high cost of gasoline and weak dollar cut into purchasing power, reducing operating capital. Small businesses looking for cost-effective help with administrative functions can turn to “virtual administrative service providers” for professional support of their operations.

Virtual administrative service providers are generally self-employed, independent contractors who offer the same office support as a traditional employee, without the overhead. Sometimes called virtual assistants, they are well trained, often hold skills certifications or college degrees, and rely on electronic communications to conduct business. They use programs such as Microsoft Office Live Small Business to share files, RingCentral to receive faxes and phone calls, a messaging service such as AOL Instant Messenger, and a Web conferencing program such as Yugma.

The services available are as varied as the number of small business classifications themselves. Some providers specialize in event planning, some in bookkeeping. Most virtual service providers offer multiple services. Business owners may need someone to keep calendars updated, transcribe meeting minutes, create marketing materials, update Web pages, develop company manuals and reports, or proofread/edit documents.

Small business owners and associations have the option to contract for one-time projects or enter into a retainer agreement. Retainers guarantee the client a specific number of hours each month for their work. Hourly and retainer rates reflect the training, experience and overhead costs for the service provider, do not expect minimum wage rates. Virtual administrative service providers are small business owners, also.

The virtual administrative service provider develops a professional relationship with the client that allows for consistency from day-to-day and project-to-project. The service provider learns the unique needs of the client. They do the jobs that take time, but do not make money.

To find a virtual service provider business owners and association members can contact local Chambers of Commerce, classified advertisements or keyword search the Internet or social networking sites such as LinkedIn, Facebook and MySpace.

Robin A. Holstein is the owner of Robin’s Desktop, Virtual Administrative Services. She holds the Certified Professional Secretary and Certified Administrative Professional ratings from IAAP®, and an A.A.S. in Office Administration. She can be reached by email at robin@robinsdesktop.com (304) 546-4668. Reproduction of the full article, without alterations and with proper citation, is permitted.

I recently attended a great presentation sponsored by S.C.O.R.E., The State Journal and the Small Business Development Center. Robert Godbey, Business Consultant with Chambers, Paterno and Associate, presented on motivating employees. This made me realize that perhaps we could benefit from revisiting Maslow and his “Theory of Human Motivation.”

In 1943, Maslow published his theory based on his study of some of the best minds in the nation at the time. He discovered there are five basic areas of need that everyone has. He also discovered that there is a specific order in which these needs must be met. His list is a little more detailed, but here is a short version:

5. Self-Actualization (Morality, Spontaneity, Problem Solving)
4. Esteem (Self-Esteem, Confidence, Respect)
3. Love/Belonging (Friends, Family)
2. Safety (Body, Job, Family, Health)
1. Physiological (Breath, Food, Water, Sleep)

Individuals must achieve security in these items from the bottom up. If you do not have food and water you won’t be concerned with safety. A disruption at any level will cause stress and tension to the individual. As leaders, we need to recognize when our members, coworkers, or employees face disruptions in any of these areas. You may wonder why this is important.

As people experience problems in these areas, they will make adjustments. Members/employees who may be struggling with the high cost of gasoline may have to take money away from their grocery budget to drive to work. This is a threat to basic physiological needs. They will reconsider the value of participating in association memberships and professional development activities.

The same is true at the corporate or employer level. Budgets are strained because of the instability of fuel and energy prices. If the employer does not perceive a value in the employee’s membership and participation in the association or training programs, the sponsorship or reimbursement of expenses will likely be cut.

Associations and/or training organizations must provide top value for the money. This can take many forms; however, here are a few things to consider:

1. Web/Teleconference more. – Lunch hour teleconferences and trainings are a great option. Associations may be able to secure employer donated use of conferencing services in exchange for a sweet spot in an advertisement or program. There are also programs that are free to set-up but participants pay any long-distance related phone charges (almost negligible now with the wide spread use of cell phones). Training providers can offer reduced costs by providing hand-out documents via download prior to the web/teleconference.

2. High quality presentations – Make sure your presenters and your topics are excellent values for the money. Stick to programs that are timely and a benefit for both the member and the employer. (One idea may be a class on web/teleconferencing options available to business.)

3. Recognitions – Acknowledging the contributions and achievements of members publically helps to strengthen bonds and feelings of appreciation. Appreciation, when genuine, builds commitment. Committed members work hard even during tough times.

There is a lot more to Maslow than I can discuss here. However, effective leaders will strive to understand his theory on motivation. During these stressful times, a review of his work may help us weather this storm.

Robin A. Holstein CPS/CAP is the immediate past-president of the West Virginia Division IAAP and owner of Robin’s Desktop, Virtual Administrative Services. Her e-mail address is robin@robinsdesktop.com. For more information contact her at (304) 546-4668 or robin@robinsdesktop.com.

Small business owners who provide services off-site are growing in popularity as companies and associations cut costs and scale back the workforce. These small business owners are collectively called “virtual service providers.” Their name comes from the manner in which they offer their expertise.

Former Trump employee Carolyn Kepcher related how her new company succeeded, in part, because of her willingness to tap this untraditional resource, in a December 3, 2007, New York Daily News article.

Virtual service providers use the Internet, fax and phone to complete necessary, but non-core work for the client. The work can range from simple calendar/schedule updates, transcribing, event planning, bookkeeping or report preparation. Each provider is unique in his or her skills and offerings.

If you are considering securing the services of a virtual service provider or virtual assistant, you may want to keep a few things in mind.

1. Does the service provider offer a free consultation? – While you may never meet in person, it is important to at least speak over the phone or though Web conferencing before making a decision. If you are bold and brash in your business dealings, you may not be well served by a mild and meek service provider.

2. What is the experience level of the provider? – A quality provider may have only recently opened his or her business but have years of experience through prior employment. You may be able to hire a recent graduate cheaply, but chances are you will not get the quality, insight and good judgment that is available from someone with career experience.

3. What is the provider’s proficiency level with the software you use? – The Microsoft Office Suite is the most often used suite in the business world. However, if you are specialty company you may use a unique software. Is this provider willing to invest in obtaining and learning the software in order to provide you with quality service?

4. Do your needs require established working hours or are they flexible? – As with many small business owners, virtual service providers work long, variable hours. They can be working at 10:00 p.m. Thursday and 10:00 a.m. on Saturday.

5. Can you contract on an as-needed basis (hourly) or is there an option for a retainer agreement? – You may want to begin with a basic hourly rate until you determine if this arrangement will work for you. Retainer rates require the provider to set aside an agreed upon number of hours per month to work for you. If you fail to utilize the full number of hours, you still pay for them. If you go over you pay an additional rate.

Virtual administrative services may not be for everyone, but they are worth checking into.

Recently I had lunch at one of the more popular steakhouses in the area. I hadn’t been to this particular one for a long, long time and looked forward to it. It’s a national chain with a fairly good reputation. The chain’s Web site gives the impression of down-to-earth, genuine, hearty cooking and great atmosphere.

When I arrived, I noticed right off that it appeared a bit, well, run-down. Perhaps well-worn is what they wanted, but that wasn’t my initial impression. It was dimly lit for noon and the finish worn-off the tables, adding to the depressed appearance. The waitress was pleasant and knowledgeable. Her business card touted her as a “steakologist.” I chuckled but thought it was a unique marketing ploy. My lunch companion used the card to remember her name and covered her gratuity with it. We placed our order, discussed some business then I excused myself to the ladies room.

It was in the ladies room that the image of “well work” turned to “run-down.”

This steakhouse had only been open for roughly one hour when I arrived. There was already a toilet clogged with paper and a stench in the air. The paint on the stalls appeared applied by sixth-graders and the color scheme pitiful. The faucet handles were caked with lime-scale and something greasy looking. Two bowls of water with sand and shells, intended as a décor item, had evaporated by 2/3 leaving hard water lines at various levels. This room has obviously only received cursory attention by the staff for a long time. When I returned to my table I commented that I hope the kitchen was in better shape.

As you work on your public image, it’s important to keep the ‘backrooms’ in order, too. We’ve all heard the story of the businessman, polished and professionally dressed, arriving at the traditional Chinese restaurant with a small group of associates and clients. As he removes his shoes it is discovered he has holes in his socks. He has given the outward impression of success and professionalism, but his socks belie his image.

It will likely be a long time before I return to that particular restaurant. I don’t want to think of the kitchen conditions when the ladies room (much smaller and less complicated) is so obviously neglected. That, in and of itself, destroys my appetite.

One of the many things I do is write freelance for a local advertising mailer. I call upon clients, spend some time with them, and then write a small feature article. In the time that I have been working with this particular company, I have written articles on everything from surgeons to dog groomers. These clients have one thing in common; they are all entrepreneurs.

I glance at my file drawer and I see people who are stepping outside the traditional world of work. Much like the pioneers who stepped out of the established communities to find their own way, not the way someone else created for them. Let me introduce you to a few of them.

Janet and Stan Smith are owners of Still Meadows Farms, near Walton. Janet is a teacher at Marshall Community and Technical College, Stan cares for the farm full-time. They have one son, Luke. When I visited with them I found them to be welcoming and hard-working. Their farm wouldn’t rival Southfork, but it was more than enough (in my mind) to tend and try to work at a college. The Smiths weren’t just in it for themselves, they offered their bounty to anyone interested in the purchase. I quoted Stan as saying “We grow what we sell from seed, right here in West Virginia.”

RetroShades Tanning is another successful small business I covered. Craig and Vanessa saw an opportunity, developed a plan and went out on a limb to start up their own business. They work very hard to keep their customers happy and they are succeeding! They use social networking technologies expertly promoting their business and building their base.

Dakham’s Tailor Shop has been in operation since 1944! Dakham Sayavong runs the shop with her husband in South Charleston. She arrived here from Thailand and started primarily as a women’s clothing store. Now she makes custom riding clothes. She has adapted with the changing times, finding a need, and addressing it. Dakham’s story is a great one and should be held as a fine example of what is possible for those who truly want it.

In West Virginia, you find independent minded, successful entrepreneurs on almost every corner. Our work ethic isn’t confined to the coal mines or utility companies. The hills and hollows which comprise the majority of our geography hold within them some of the most successful and enterprising people you will ever find. These are the descendants of the rough and rugged pioneers and settlers who were forced to make do with what they had.

Many successful people have come from the West Virginia hills. A quick list can be viewed here. The ability to handle the tough times is strong in our DNA. We are survivors.

I come from a line of strong families. Like so many native people of West Virginia, I can trace my father’s side of the family to Morgan Morgan, the patron father of Morgantown. My mother’s side traces down into Virginia’s Botetourt County. While we oftentimes think of the pioneer “men” who trekked across the land mapping and marking and paving the way for the settlers, we should never forget the families who came to the unfamiliar and lonely lands. It was a combination of their strengths that have given us the determined, hardworking people who live, love and play in the Great State of West Virginia.

Thanks Jason Keeling, of aBetter West Virginia, for thinking of this!

Here’s to another 145 years of strength and character. Happy Birthday West Virginia!

The countdown has begun. Starting next week, I will be volunteering at the Rand Community Center from 6-8 p.m. on Tuesdays and Thursdays. Along with monitoring the computer lab, I will offer basic training in word processing programs, email, blogging and social networking programs.

Volunteering for community or association projects is something I catch myself doing quite often. Whether it is because I am female or Pisces, helping others learn and grow personally and professionally makes me feel great. What I will be giving the Community Center is my time. What I get in return is difficult to measure. It is satisfaction.

Being a volunteer does not pay cash. When you do things for the simple purpose of helping others the ROI can be multi-fold. Working with individuals not only helps them build skills, it helps the volunteer sharpen her own. Teaching someone a new talent exercises your patience and communication skills.

There is something to be said about “being there.” I suspect for the first several nights the computer lab will be quiet. The Community Center has struggled to bring young people in. They have a senior program and an after-school program, but little involvement of those in the 20-30 year age range. Perhaps the press releases and notices we will have out will entice a few people, who will tell a few more, and so on. In time it may be possible to poll the community to see what programs they would like to have offered.

If in the process of spending a few hours in the computer lab I can help the Community Center build programs that serve the neighborhood, all the better.

Everyone goes through it. Change. Some get through it easier than others. How can you help your employees or association members manage through significant change? Understanding the process and taking a couple well determined steps will help.

Employees go through stages, much like grieving. They will work through feelings of:

1. Denial - withdrawal, focusing on the past
2. Resistance - anger, blame, anxiety, depression and separation [new job, retirment]
3. Exploration - confusion, chaos, energy, excitement with a lack of focus
4. Commitment - cooperation, better focus, working together

Educating your employees on the reason for the change and keeping the communication routes open for them to discuss their concerns are important in helping them work through the process. Communication must be sincere. Most people can pick-up on the false sincerity of the manager who sits, begrudgingly, behind the desk, nodding predictably then, as he walks you to the door, states “Joe, I understand your concerns. I’ll make sure to mention that to the boss.”

Sharing as much information as possible on the need for change is an important step. Sharing with the employees financial information, trend changes or the effects of new regluation not only helps them understand the cause, but can build a level of camaraderie that may not have been there before. We’ve all seen teams that bicker and complain until there is an outside threat. When they are made aware of the threat they pull together.

You are more likely to be successful with implementing significant change if you have created a climate in which people feel free to change, and understand the reason for the change, rather than feeling coerced. Employees must feel comfortable expressing their doubts and concerns. That atmosphere isn’t created overnight. It should be in place long before it’s needed.

As you begin to identify significant changes that may be coming your way, you must take the time to establish a climate where employees feel comfortable discussing the change and to develop a way to educate them on the need and anticipated results of the change.