Watch Your Back(up)

Written by: Cachet IT Department

Every company should employ some type of backup system no matter how small or large they are… but the question is what type of backup is best? Before we get into that, we need to understand what “backing up” means.

There are several reasons to backup:

1. Keeping copies of important data and information
2. Providing redundancy in case of system failures
3. Disaster recovery to allowed continued operation of services.

In addition to the whys, there are also several levels of backup:

1. Archiving a copy of documents and files
2. Backing up databases and programs
3. Backing up user systems and even the entire network.
4. Onsite replacement hardware such as computers, servers and hard disks in case of failures
5. Backup power supplies
6. Backup broadband lines because many businesses rely on internet and email

And within each of these storage based backup levels; there are also several methods to do so:

1. The oldest standard is physical media, backing up to either tape, CDs or DVDs (in the past, used to be floppy disks for anyone old enough to remember those)
2. External hard drives for instant access to data for restore or recovery.
3. Online backup (usually paired with “cloud” services)
4. Real-time replication (similar to online backup but creating an actual mirror copy of a database/system that can be activated and put into use in case the primary system fails)

We believe the best method is to employ a combination of these backup procedures depending on what kind of data and systems are being backed up.

• We use onsite back to multiple file servers, hard drives and physical media for documents, files and emails.
• We use high-speed tape backup that is stored offsite for all system data, databases and programs. Those backup procedures run during off hours.
• We use real-time replication to an out-of-state server facility for disaster recovery.
• We have a backup email system in case our email server goes down.
• We have duplicate hardware of all our critical systems to ensure rapid replacement if a failure occurs.
• We have a backup phone system in case of power outage in our primary facility.
• We have multiple backup broadband lines to our primary broadband line

While implementing many of these protocols could be expensive and time-consuming, we can tell you that we have had to use several of these backup systems at least once. Some of them were put into place because we recognized the need for them based on past experiences and we are always looking to improve our backup procedures.

It’s always better to prepare for such contingencies than having to deal with them when they happen… so whatever method you use, at least do as much as you can.

And backups aren’t just for hardware, systems and data… there is a component that is just as important for your business, personnel and procedures backup. We’ll cover that in a future blog entry.

How to Write an Email People Will Read

Written by: Summer E. Poletti, Cachet Director of Client Relations

The average American worker's inbox is flooded with more emails now than ever, and it is becoming increasingly difficult to prioritize which emails require attention first, after filtering out all of the Spam. I've learned through trial and error that there are a few Dos and Don’ts that should be followed in order to ensure that emails will be read and will garner the desired response for the intended recipient.

Do: Mind your To's, Cc's and Bcc's. To ensure your email will be read and you will get the action or response you require, you must first start with the recipient. Be sure you are sending it to the correct person and that only one person is on the "To" line. Why? Because when we are busy and receive and email directed at more than one person, we tend to put it off thinking that someone else will respond, but in actuality, no one does. If you are unsure as to the right person to address, take your best shot and then add a disclaimer at the end, something to the effect of "If you are not the correct person, please let me know who is." Also be mindful to copy those who are necessary and only those who are necessary. And if this is a sensitive subject, avoid the email altogether, see our blog blog.payrolltaxmgmt.com/blog/ptm-client-relations-blog/5-signs-its-time-to-stop-typing-and-pick-up-the-phone for pointers on how to decide to make a call instead of sending an email. You could inadvertently embarrass someone by copying their boss. Similarly, use blind copy sparingly. If you want someone to know of the discussion privately, you could forward the email under separate cover or better yet, discuss it personally. The person to whom you directed the email could later find out you blind copied someone else and could see that action as sneaky or underhanded.

Format the email properly. A good way to ensure your recipient knows you are directing the email to them is to use his or her name. Email does not require the formality of a business letter, but does require more formality than a text message. A simple "John," is an excellent way to start an email. Tap into what you learned from first grade through graduate school and remember to write complete sentences and break paragraphs when necessary. Use a signature on all emails, replies and forwards so your recipient never has to search to find your contact information if they want to call you.

Start with a pleasantry. The type of pleasantry will depend greatly upon how well you know the recipient. Your email is almost guaranteed to be well received if you give someone the warm and fuzzies before you get down to business. Keep it short and sweet though, no more than two sentences.

Write professionally, but don't get too academic. There is a fine line to walk here, you want your recipient to know that you are an intelligent professional, but you don't want to come across as an intellectual elitist. A good rule of thumb is to keep away from slang as much as possible. If you must have a friendly and joking conversation, it is best to do so over the phone or in person. Another rule of thumb would be to steer away from words you would not hear on the evening news. Your recipient may be offended if they have to use the dictionary to get through your email.

Use bullet points. If you are listing items, giving options or discussing more than two things, consider using bullet points. This breaks up the email, making it seem shorter.

Give a call to action. If you need the recipient to do something, let them know, make it clear and concise and leave it to the end of the email. You'd be surprised -- unless you say "please get back to me", they might not.

Use the "Important" button sparingly. If every email you send is of "high importance", your recipient will get annoyed and start placing all of your emails at the bottom of the pile. It's like the boy who cried wolf -- leave that button for true emergencies only and you'll improve your response rate.

Don't:
Hit send when you are still angry. If you have to wait a few minutes or even until the next morning to respond, it is far better than sending something you later want to recall. No one wants to read an email that is essentially you yelling at or berating them.

Use "creative" formatting. Fun fonts, colors, cool backgrounds, and cute graphics do have a place in email -- your personal email. Your mom or best friend will think nothing less of you if you send an email written in pink scripty font with cats all over it, but your clients and your boss will. Choose a conservative font like Times New Roman, Arial, Helvetica, etc. Use a readable size, like 10 to 12 pt. Write in black on a white background. Keep your signature to the basics: name, company, title, phone, fax, email.

Write the way you (or your kids) would text. This is the contrast to the point above about writing professionally. In a customer service environment, it is easy to feel chummy with clients and want to drop some of the formalities, but we have to remember that this is a business relationship. Drop the "whom" and "Dear", but always write in proper English.

Forget to proofread. Adding to the point about writing in proper English, always proof read your emails before sending. Outlook and Word do this automatically, so there is no excuse for sending emails riddled with spelling and grammatical errors.

Take a fresh look at your email style and ask yourself -- if you received that email in a business setting, would you read and respond? If not, it's time to make some changes; you'll improve your communication over all.

5 Signs it’s Time to Stop Typing and Pick Up the Phone

Writen by Summer E. Poletti, Cachet Director of Client Relations

It's no secret that, while allowing us to function efficiently in ways we thought were only possible in Science Fiction movies, technology has greatly hindered our society's ability to communicate in a personable manner. I will admit that I am just as guilty as anybody to fall into the email trap. Email is a fantastic tool, but like anything, too much of a good thing can be detrimental. Following are a few rules I try to follow to keep myself in check.

Your email is too long. Review your email as you are writing it or prior to sending it. Does it read more like a novella than a memo? If so, it might warrant a phone call to discuss the contents, then you can send the email later to confirm the conversation. Keep in mind that everyone is just as busy as you and just as likely to skim over a too-long email. Good rule of thumb is to keep the email short enough to fit on one page if printed (including the headers and your signature).

Numerous emails have been sent back and forth. Everyone has been there before -- emails keep going back and forth, but the message isn't getting across or the argument is escalating. Whatever the reason, there comes a point where you need to get on the phone and discuss the matter at hand. I wish there was a magic number so we could all know when to stop the maddening email chain, but a good sign is when you see another reply in your inbox and you get the sinking "not again" feeling in your gut.

What you have to say is sensitive in nature. If you have to deliver bad news or discuss a sensitive topic, it is always best to do so in person or on the phone. You don't want the recipient to read your email the wrong way and turn a sensitive subject into a huge disaster. If you are speaking with the person live, you also have the opportunity to gauge their reaction and troubleshoot on the spot if necessary. When emailing on a sensitive topic, you never know when the person will read your message, how they took it; you are also giving an untold amount of time for them to sit and stew on it -- good or bad. Again, no magic formula here, if you keep wondering "how should I say this?", it's probably best to deliver the message personally.

Your client is upset. It probably goes without saying, but if your client is upset, the email is probably somewhat sensitive in nature. You also could end up sending a very long email or numerous emails back and forth. At the core of good customer service is relationship building and you should not expect to mend a relationship with an upset client simply by sending an email. Please refer back to our blog blog.payrolltaxmgmt.com/blog/ptm-client-relations-blog/5-things-clients-love-to-hear, clients dig personal service and they love talking to you.

Your client almost always calls you rather than emails. Clients love personalized service and at the core of that is knowing what they want. Not just clients in general, but that person specifically. You will have a happier client if you service them the way they want to be serviced, so it is important to know what each client prefers. If your client calls more often than emails, call them first to discuss the topic and then send an email when you are done to confirm the conversation.

I hope these simple tips help to put email in its proper place -- as a great tool to help us manage our busy days, but not the end all and be all.