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Many internet entrepreneurs manage their businesses almost
entirely on their own -- and if you're one of them, then
it's a good idea to have some reference documentation
prepared in case of an emergency.
You never know when something will take you away from your
business: perhaps a family emergency will call you away,
or an unexpected illness. Regardless of the reason, your
online business continues to function and will require
someone to help manage the necessary day-to-day tasks
until you're able to return.
Find someone you trust who can help you out when required.
Your documentation is meant to help this person run your
business while you are away. If you can, have this person
help you every once in a while so that he or she can
become familiar with some of these tasks.
Although every business will require a different level
of detail, here are a few things to get you started on
your "reference documentation" package:
* A list of your domains, including where they're
registered and who they're hosted with. Make sure
you keep this list up-to-date and include details
such as renewal dates, URLs, and key contact
information.
* FTP and control panel login IDs and passwords. Instead
of storing these on your computer where they can be
exposed to hackers and malicious software, consider
writing them down with regular old paper-and-pen and
storing them in a secure area. Another alternative is
to come up with a 'formula' for login IDs and passwords
that only you and your helper know. That way you won't
have to write down this information; your helper will
be able to figure it out. A third option is to keep
your login information in one place, and your password
information in another for added security.
* A 'troubleshooting' document. Include a list of common
problems that may occur with your website, and a step-
by-step guide on how to fix them -- or provide contact
information for someone who's qualified to fix them.
For instance, a customer may write to you indicating
that she wasn't able to download your software on the
first try. In your document, include the reply you
would use and the steps you'd take to rectify the
situation.
* A list of software regularly used in the operation
of your business. For instance, your helper should be
aware of what anti-virus program you use, how/where
to get updates, and when to run a full scan of your
computer system.
* Instructions on how to use email software. Most
online businesses use email heavily for customer
service. Set up email filters to prioritize your
messages and help weed out junk mail... then document
which files or folders your helper should address
first, and which ones are less critical and may be
left until your return.
* Responses to common questions. Some email software will
allow you to create separate files that you can simply
load into a message when required. This is a great way
to simply click and load a reply, then customize it to
suit the customer inquiry.
* A list of signature files. For example, you may use a
certain sig file when writing to affiliates, another
one for writing to the media, and yet another for
customers. Again, if you can save this in your email
software, your helper can more easily load it into the
message without re-typing it.
* Instructions on how to answer the phone. What greeting
do you use? If there's a question your helper can't
answer in your absence, how should he direct the call
or what should he say? Alternately, you may choose to
let your voice mail take messages and return calls when
you are able.
* If you want your helper to have access to your email
lists (eg. newsletters, autoresponders, etc), include
instructions on how and where to access these lists.
Consider creating "test lists" so that he or she can
familiarize himself with the software before sending
a message to the real lists.
* A list of vital contacts: for instance, your Internet
Service Provider (ISP), programmer, web designer,
accountant, lawyer, and any other people and services
you use to run your business. Include a brief
description of their role in your business and when
it would be appropriate to contact them. Indicate
whether or not your helper should talk to you prior
to contacting them.
* How to make backups, where to store them, and where
to find previous backups. Although it's okay to keep
backups on your main computer, you'll have an extra
measure of safety if you keep them on some removable
medium such as a CD or a flash drive -- or even on a
separate computer. This will help to protect you just
in case your main computer stops working.
* Information on how to get in contact with you, such
as a cell phone number. It doesn't necessarily have
to be your direct contact information, just so long
as you can receive messages.
Even if you do save much of the above information on your
computer, it's a good idea to take just a few minutes to
print everything out and place it into a binder for
safekeeping. You never know when computer problems will
prevent you from accessing your files.
Finally, to help avoid misunderstandings, it's best to
lay out in writing what your helper is "authorized" to
do and the amount he or she will be paid for managing
your business while you are gone.
A document preparation worksheet is available here:
http://onlinebusinessbasics.com/prepare.html
Angela is the editor of Online Business Basics, a practical
guide to marketing a business on a beginner's budget. This
guide offers loads of instantly useable tips and links, in
a down-to-earth style that even marketing "newbies" can
understand! A helpful Online Business Dictionary is included
too... visit: http://onlinebusinessbasics.com/article.html
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