Web 2.0 Strategies
Many businesses find themselves too confused or not knowledgeable enough in the areas of blogging and social media to do other than just not do anything. Some block all social networking sites on their office internet connections. Some allow LinkedIn and block all others. I help agencies and other businesses address and define each of the following areas in order to move forward in there Web 2.0 Strategies.
- What are the Possibilities?
- Website – Client Useful
- Errors & Omissions Concerns
- Social Media Policy
- Resources and Outlets
- Social Media Plan
Systems Evaluation
Selecting an agency management system is an involved, tedious process.
Many times an agency moves forward based on what one or two individuals saw at the most recent trade show. Proper evaluation includes:
- Researching all available vendors to determine those that fit your agency.
- Analyzing those vendors that fit your agency and narrowing the field to the 3 top qualified systems.
- Having complete demonstrations for each of the 3 finalists.
- Analyzing information from demonstrations to aid the agency in determining the best system for them.
- Defining the next steps to move forward
I have a proven step-by-step evaluation process that guides an agency through the daunting tasks involved in selecting the right system for them.
I will first consult with the agency owner/management and personnel to determine what their current and future needs are. I will then guide the agency through the initial process of weeding through the many systems available to determine the contenders.
Dealing with arranging systems demos, keeping the presentation on track and maintaining the assessment of each is time consuming and can get lost in agency personnel’s daily responsibilities. I design the demonstration presentation based on the agency’s needs and keep the vendors on target. Additionally, I manage the evaluation information so that when it is time for you to make your decision, you have the information you need.
Systems Planning Workshop
While the vendor of the system you have purchased is going to provide you with support, their focus is on their system only. In today’s world of technology there is much more to consider when implementing any new system into your agency. My experience enables me to see the larger picture for your entire organization.
The workshop is custom designed for your agency and your selected system(s). Each session will focus on a specific area of the system development and implementation and the inner-connectivity with other systems and/or processes in your agency. Additionally, the proper development and function of a team will be discussed. A session is devoted to the needs and expectations of the agency’s staff.
- Pre Workshop – You will complete an in-depth questionnaire so that your specific needs will be addressed for your workshop. You will receive a detailed evaluation of the findings along with the customized agenda for your workshop.
- Workshop – This is a 2 ½ to 3 day workshop based on your agency’s needs. Subjects will include:
- Define the Team and Its Importance
- What is Conversion?
- Defining the System
- Staff Training
- Document and Information Management
- System Merge Documents
- Hardware/Software Needs
- Going Live
- Agency Standards/Procedures/Workflows
- Post Workshop – You will receive a detailed Action Plan and Timeline based on the workshop decisions. I will provide either an on-line meeting or on-site meeting to review this information, based on your agency’s preference.
System Definition & Implementation
Most agencies really struggle to accomplish all of the tasks to get a new system up and running. You are making a large investment in systems. You should reap the full rewards of that system. In order to do this, the system must be fully defined, staff trained and monitored and follow-up with staff after live date. Someone dedicated to these tasks will get them accomplished in a timely manner with minimal interruption to your daily business and service to your clients.
I have the expertise to guide an agency through the process of defining and implementing systems. This might include:
- Mapping definitions from current system to new system.
- Validating conversion data.
- Defining needed training.
- Coordinating training.
- Coordinating system merge templates.
- Defining conversion clean up.
- Live Week support.
All services are customizable to your agency’s needs.
Best Practices Definition
For years agencies have been arming themselves with more and more technology. Technology is an essential tool to enable you to accomplish your daily tasks, accumulate data and provide the agency with critical information about its business. However, many agents feel little satisfaction with their systems and do not see their return on investment. In my experience, I have found the common reasons for this to be lack of full utilization, neglecting to clearly define for employees how the systems are to be utilized, and failing to have the proper systems in place.
If the use of the technology is not defined and not used properly, then the agency does not have the information it needs and desires. In many cases the agency has already made large investments in systems; it is just a matter of using the technology to its fullest potential.
Services for Best Practices Definition are:
- Assess the current processes and systems in place in the agency.
- Define and implement agency standards.
- Define and implement agency procedures and workflows.
I customize Best Practices to the agency’s systems and needs. Agencies use systems in different ways and for different purposes.
Coaching & Mentoring
Often the CSR with the most experience or longest tenure is promoted to a department or agency manager. Does this individual have the tools that they need to be effective in this position? Many times these individuals are unsuccessful in these positions and end up leaving the agency as they become frustrated and unhappy. I provide coaching and mentoring services to agencies with individuals moving into these types of positions for the first time.
The CSR must learn to trust others to handle the clients that they have handled in the past. There is the need to learn what management of the team involves. In my experience, I find that there is not a job description for this position. The following questions are those that these individuals struggle to answer.
- How do I manage those peers that are my friends?
- How do I praise, discipline or counsel my team?
- What are my responsibilities?
- How do I earn the respect of my team?
- What do I do about those individuals in the agency that are jealous of my new position?
We answer each of these questions and do role playing so that the individual becomes comfortable using their new tools.
