Inside The Mind

I’m a big fan of the new Lotus Foundations Start small-business server product. This is the old Netix product that IBM bought a few months ago.While the folks at big blue seem to be pointing to the product line as something for operations with no server, I see a good market for small businesses who want/need a reliable, low-touch server that doesn’t need constant “care and feeding,” particularly in markets where they need to be more cautious of security and privay concerns. Frankly, I’m not sure I trust the “cloud” vendors with my entire business and personal data. But that’s another story.This makes it a natural fit for businesses that are (or will soon be) looking to update their aging SBS2003 servers. I’ve done some searching and have not found much for resources specific to the LFS product line.

I’m starting with the IBM “Migrating from Microsoft Exchange 2000/2003 to Lotus Notes and Domino 7″ guide from IBM http://www.redbooks.ibm.com/abstracts/SG247777.html?Open , as well as the techdoc on “How to Migrate users and their mail files from Exchange to Domino using the Domino Migration Tool” http://www-01.ibm.com/support/docview.wss?rs=899&uid=swg21178441

I’ll post updates as I find more info. 

I’ll be continuing my “Disaster Planning in a Month” postings later this week. -Greg C�

What are you afraid of?

I’m afraid of clients who haven’t done backups. They generally don’t have any plan or clue what to do when bad things happen. A few minutes of planning now can literally save your business if a catastrophe occurs.

Not a tech thing

Disaster preperation is NOT a technology thing. It’s a business process where you figure out what you need to continue to do business in the face of different circumstances. Then you figure out how to “make do” with the resources available.Hard drive crash? No power? No Internet? Damage to the office? Widespread disaster?Think of this as First Aid training for your business. With a little forethought you can stay in business during the worst of times.

Start planning. Now.

You never know when bad things are going to happen. Or exactly which bad things are going to happen, in what order. You need to be able to adapt your business processes to whatever situation comes up. This is a lot easier with a few basic pieces of info and mini-plans.

Take Stock.

Get a 1″ looseleaf binder. Label the binder “Disaster Operations Plan.” See? You’ve already made a start!Grab a notepad. During the next two weeks, write down the critical bits of info that you need to run your business.Who are your contacts? Where are your orders? What can’t you work without? How do your employees get paid?Remember that this will be a “living” document that you’ll be updating on a regular basis.Next time, we’ll look at where our most important stuff is kept.-Greg C

Over the weekend I was talking with everybody I met about my new business venture, and I heard the same basic ideas many, many times:

• there are lots of talented people who are out of work or very afraid for their jobs
• many of these talented people don’t expect to find full-time employment any time soon
• lots of them can make $50+ per hour doing consulting or other part-time assistance for other small businesses
• many small industries can get along just fine without extensive travel or office costs. I don’t need to see my lawyer face-to-face every time and my accountant can usually use remote access to look at the books.

I foresee many of these people being “locked out” of the conventional workplace for some time, well into 2009. Although they will not have big IT budgets, as they start to grow and turn profits they will start to need help in several areas. I think that 2009 will see the rise of millions of tiny home-based professional businesses. The challenge? lend a helping hand to them while protecting our current business relationships and making sure we get paid. This looks like a great time for IBM’s Lotus Foundations servers.�

Big news is coming the week of 12/8/08.It’s time for a major business and life decision.Stay tuned.�

One of my business partners asked me a question last month. She asked me what value I bring to very small clients (1-3 computers). Knowing that “anyone” can set up a network that simple with reasonable success, I didn’t have a good answer at the moment.

After thinking about it, though, it’s the same concept as my bigger business engagements. To paraphrase Karl Palachuk (a small business tech guru):

I don’t mess with things I’m not able to fix. 

I’m trained, certified, and experienced. I’ve set up dozens of small-to-medium-sized networks so I know how to do things. I follow industry-standard best practices to ensure that networks are secure and stable. I have see what can go wrong and know how to mitigate it. It’s amazing how many “computer consultants” try to implement the same solution no matter what the customer needs…or specify software that’s not properly licensed, and still charge full price. I have access to Microsoft and “community” support so I can get through problems quickly.

I’m professional. I’ve been in business with the same phone number and e-mail for more than ten years. I have a reputation as an expert in the field and work to maintain that. I have liability insurance in case things go wrong. My customers know that although planned maintenance sometimes drags out and gets rescheduled, when they have a major problem I’m generally able to give it my full attention within hours. I arrange for coverage during vacations so that my customers’ needs are met.

I’m trusted. Over the years I’ve built strong relationships with many of my clients. They know that they can trust me to provide the highest level of service. If I make a mistake I will admit it and make it right. They don’t need to go to Staples or Circuit City and hope they come out with the right stuff. One call, one appointment, one check to me and their needs are met. There are no “gotchas.” The experience and training? That’s given me the knowledge to develop spreadsheets and checklists to make sure we’re looking at things like disaster recovery, antivirus, licensing, and power protection.

I am independent. I have several different technologies available. I help my clients choose the one that’s best for them…not for me or another vendor. 

In short, I take care of the technology so that my clients can take care of their business.

The downside, and the challenge, is that many people have basic computer skills. But the same argument works in many other areas:

  -anybody can take pictures, why would I hire a professional photographer? Because a pro doesn’t have out of focus shots with distracting backgrounds and red-eye.

  -I don’t need professional training…I can buy Video Professor for $49. He won’t answer my questions, through.

  -My nephew is a Toyota mechanic; he’s going to rebuild the transmission in our company’s Mack truck next weekend.

Although there are certain kinds of prospects that seem like a more natural fit, the same concept works no matter what business size. If the job needs to be done quickly and correctly, with up-to-date security and using best practices, then I’m your guy.

Whatever our business we need to remember why our customers come to us and what value we bring to them that others can’t.

These are the answers that are going to help us stay open in any economic client. 

The Worcester Telegram has a new monthly insert called d.b.a. that is focused on small businesses in the area.

 I’m starting a small-business oriented technology ‘blog over on their site. The content there will be for a general small-business audience, and I’ll continue using this blog for more heavy-duty concepts. The new blog is at http://cf.telegram.com/dba/dba_blogs.cfm?record_id=253764

It was a simple thing, replacing a battery. (More specifically, I was adding an Array Cache battery on an HP SmartArray 5i). Of course, I was doing this change on a slightly-less-than-planned basis during work hours.

So I shut down the server, opened the case, and connected the battery, just like the instructions said to. Just like I have done several times on several models of servers. I was working quickly to get this done so the good folks in the office could get back to work.

 I put it all back together and fired it back up. -beep-beep-beep- That’s night right. Connected to the console and saw the server, unable to find its drive array, was trying to boot from a network device.

Oops. It appears that connecting this new but dead battery erased the array settings. The data was still on the drives but the server didn’t know what they were.

I got a sinking feeling in the pit of my stomach.

Then I remembered:

• This is why we run automatic backups.
• This is why we have critical files backed up off-site.
• This is why we use redundant drives and ‘real’ server hardware.
• This is why we keep on-site support contracts on machines.
• This is why we keep our Microsoft partner status up-to-date.

I took a deep breath, remembered our protection, and got back to work. I ended up popping in an identical blank drive, re-creating the array configuration, then pulling the drives and tossing the old drive back in.

Booted up in Interim Recovery mode…limping along to prevent data loss. Then I slapped in the original drive again and it started rebuilding.

I am human. My techs and partners are human. My clients are human. It’s always easier to cover up a mistake, and I could easily have blamed a failing hard drive or some other bad part (maybe a bad Oscillation Overthruster?). The trust we build by being honest and explaining exactly what happened, even when it is partly our fault, is priceless.

That’s why we need to keep backups ready for emergency restore even if there’s not much being changed….and even if you think you can live for a few days after an emergency.

I went to a local “preview” of Microsoft’s upcoming Small Business Server 2008. Interesting stuff.

There are certainly benefits:

• SBS 2008 has SharePoint 3, which is a HUGE jump in customizability, scope, and features compared with version 2 that’s in SBS2003.
• SBS 08 has Exchange 2007 that adds a lot of scalability and better support for Windows Mobile devices and smartphones. Outlook Web Access in 2007 is nothing short of GREAT.
• Remote Web Workplace has gotten a facelift and a few new features. Nothing major but some nice improvements
• I like the new backup concept. 90% of SBS servers are being backed up on tapes that are NEVER tested and will almost certainly fail. Disk-based backup is absolutely the way to go.

So what’s the problem?

SBS2008 continues the schizophrenic nature of Microsoft. One one hand, the package now includes a “Buy a domain wizard” for anyone who can’t handle buying a domain name and setting it up properly. (By the way, I use Dynamic Networks, not the three “special” providers in Microsoft’s clique.)

SBS2008 also “features” an “enhancement” of uPNP (Universal Plug & Play), which allows the server to automatically configure your firewall to allow the right access. Problem 1: Not all routers are compatible, Problem 2: How does the router know that the server’s authorized to open ports, etc? I like my firewalls dumb and tough.

To summarize here, if you can’t buy and set up your own domain name and router, please call or e-mail me before you try to set up an SBS server. I’ll even throw in a couple hours of free help and hopefully help you come to your senses and hire a pro to do the job.

Backups: I don’t see USB hard disks as an effective, robust backup solution. They’re too easy to move, disconnect, disappear, etc without anyone noticing. I really prefer an internet-based “cloud” solution here. And I’m probably not going to have identical hardware handy when your server dies so we still need Acronis or Storagecraft to do a hardware-independent restore (and mailbox-level Exchange recovery!)

I’m not impressed to see a 120-day trial of MS OneCare for Servers. 90% of machines that are configured and run by business owners rather than techs will have that trial installed…..and expired, never to be seen again. Aside from that, Microsoft has CREATED many of the same security flaws that we’re now PAYING THEM to protect? I don’t like that concept.

I also don’t like the way that SBS 08 tries to “corral” businesses into the Microsoft Office Live suite of online services. In my experience these services have ranged from “okay” to “not bad” but are still far from the level of service I’ve seen from other web and service providers.

In all I think that SBS is a major change, but it’s evolutionary with no surprises or big hits. In typical Microsoft form, the really exciting stuff is still perpetually over the hill….wait for the next version, that will have ALL the good stuff!

O not

When you hire a plumber or electrician the law requires them to be licensed. TV and appliance repair technicians need a license. You wouldn’t hire a lawyer or accountant without checking references.A bad “computer repair” person can be just as bad, and a series of bad decisions can put you on the brink of closing up shop. I’m always amazed at what some people will do for a buck. I’ve never seen a business like the computer ‘consulting’ realm. It seems that anybody can put up a web site, print a few business cards, and “go into business.” Those words are in quotes intentionally, since most of these so-called experts know little about computers and even less about business.The scary part is that many customers, home users and business owners, will hire such a person without a second thought.The Red Flags.

1.  “My cell phone is my only business number.” And/or using a home phone and free e-mail account. It doesn’t cost a lot of money to get a business phone line (toll-free, even) and a “real” domain name, like my charlandgraphics.com one. Any technology business that can’t or won’t is sending definite signals about their intentions and longevity. I have a home office and I use a seperate phone line so the kids don’t answer the business phone…and I can be prepared and professional when the “hotline” rings.
2. “We don’t need a contract.” Contracts define the business relationship between two entities. They dictate, if nothing else, that the technician has authority to operate your computers, and that you will pay them. Most contracts also define the parties themselves. If a sole proprietor computer technician does most of their work at your location…you may have yourself a part-time employee who you should be withholding payroll taxes and paying Workers’ Comp for. Discovering that the IRS has found your “consultant” is really an employee is a nasty surprise that can often be prevented with a proper written agreement.
3. “My rates are the cheapest in town!” Real businesses have overhead. You know, things like taxes, electricity, insurance, accounting fees, legal costs, training, equipment, and so on. Any independent computer tech who thinks they can survive on $50/hour is either a) moonlighting, or b) not a real business. Do you think they’ll be around in a year to fix the systems they’re setting up wrong now?
4. “I don’t need insurance.” No one ever gets hurt, accidents don’t happen, and no one has ever lost a business, house, and everything else because of a seemingly insignificant slip, spill, fall, etc….Real businesses are worth money and are insured to protect against major loss.
5. “Certifications are worthless! I’ve got experience!” True, vendor certifications aren’t always a good yardstick for measuring technical ability. They’re better than nothing. And certification implies a certain amount of ongoing training and learning.
6. “I just graduated from Computer Training School and have my MCP, MCSA, MSCD, MSDBA, blah, blah, blah.” The converse to #5 above. Things go wrong in the real world, and school doesn’t always prepare you for the pressures of working on production equipment.
7. “I’ve got all your passwords in my head. You don’t need to worry about that.” You should always have a copy of your systems’ passwords, accounts, and access information. This should be in your locked file cabinet, safe, or safe deposit box.
8. “I work alone.” Sole proprietors are fine….but what happens when they need a vacation, have a major illness, or decide to quit? Many of us have agreements with other local consultants to cover for each other…and we also have full-time helpdesks at our disposal. So even a one-man shop can provide a sustainable business that can run without that one man for a few days.
9. “I’ll just put that old copy of Windows and Office on your new computer.” Microsoft licensing is a very complicated topic. That’s one of my biggest complaints against Microsoft in general. Be very careful with any software that says it’s “only for sale with a new PC,” software with “Student,” “Academic,” or “Educational” in the title, or any other “NFR/Not For Resale programs.” Even if you’re not the one who installed the software you’re still liable for any un-licensed use…and that gets VERY expensive when the laywers get involved.

There are exceptions to every rule– I consider myself the exception to several of these rules– but “common sense” still applies:

• Know who you’re hiring
• Make sure there are agreements in place to protect yourselves
• Check references
• Make sure your prospective “technology person” is in business for the long-term.