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Workroom Operations

Keeping a Handle on Computer Technology
Prepare for the worst and hope it never happens!

by Kitty Stein, WCAA, CWP

As I wrote last month’s article, I was suffering through the agonies of a computer virus and made notes for use in this month’s article. I assumed—and you know what that means!—that my computer problems would be resolved by now. Not so!

My initial intent for this article was to relate my computer experiences to your workroom business. Well, in order to share what I know is very valuable information in dealing with computers, I’ll have to let you decide for yourselves how these computer “rules” can apply to your individual businesses.

The majority of you probably are not as dependent on computer technology for your business as I am, but the future will likely change that—and all too fast for comfort!

THE RULES

These are the rules I have made for Workroom Concepts:

1. Buy a good surge protector, but do not rely solely on it to save your computer. Keep your computer, hardware and phone lines unplugged during a thunderstorm and when not in use. It’s usually the phone lines that lightning will strike first.

2. Keep a folder or a notebook in which you record all necessary information about your software and peripherals, e.g. date of purchase, version, serial number, model number, RAM, modem name and size, etc. And always send in the warrantee card!

3. When you purchase a computer be sure to purchase from a company offering outstanding tech support. My last two computers were custom built and I had outstanding tech support from my company. However, that technician was not available when my virus problems started. Therefore, I had to turn to a new technician, one highly recommended by my wonderful Web master.

The new tech had difficulties getting all my programs and peripherals to work well together. Her opinion was that a name-brand machine has only its own company’s parts, which were made to work together. Not all of the parts in my computer spoke the same language once the software, printer, etc. were added. I guess it’s like trying to hang custom draperies on existing archaic rods that don’t allow the draperies to operate well or to stack off the windows like the customer wants.

4. When you purchase peripherals, e.g. printer, scanner, etc., ask your technician to recommend the one you need. Pay your tech to research if necessary. Think about it. The techs know which brands they have to troubleshoot or repair the most and which companies make good products.

5. Keep important files that can’t easily be replaced backed up on floppies or CDs. This not only protects them, but it allows you to use them if your main computer gets sick.

Keep masters in a safety deposit box in your bank or a fireproof safe. Replace with new masters as often as necessary. I was trying to do this monthly, but confess to being very late most of the time.

6. When you purchase a new computer or software, make notes of what changes you make that override the default settings. These will have to be reset if your computer has to be wiped clean.

Many times, it seems, Windows will develop bugs for no particular reason. When that happens, the whole computer must be backed up, wiped clean and Windows reinstalled. Then all software and files have to be reinstalled. Each time this is done, everything goes back to the default settings. If you have no notes to go back to, you will be plagued for days, weeks, or even months trying to figure out why you have problems and how to resolve them.

7. Use well-known, tried-and-true virus protection software and research it to be sure it will do what you want. If your virus protection does not automatically update your virus information when you go on the Internet, then you need to update your virus protection daily before doing anything on the Internet.

8. Beware of e-mail containing viruses:

• Do not open any e-mail you are not expecting. When someone you do know but who never e-mails you suddenly sends you an e-mail, be suspicious and check with them before opening it.

• Do not open any e-mail from someone you don’t know. This is very difficult if you have a Web site, as I do. My customer base is national to international, which means I probably will not know most of those who e-mail me from my Web site. It’s particularly tough when I receive an e-mail with a subject such as: “Please help!” or “I need your help!” I’ve had to sacrifice customer service and not open such mail. I will only open it if the subject contains wording indicative to this industry.

The safest way to contact me and be sure I will open your e-mail is to use the “Contact Us” form on my Web site. Then I have no doubts. If you have a Web site, be sure you have a place there for visitors to contact you and be sure the automatic e-mail box includes wording in the subject line that you can identify.

• Do not open e-mail that has no subject.

• Do not open undeliverable e-mail until you verify that you did indeed send a message, possibly to a wrong e-mail address.

• Do not open e-mail that is worded incorrectly or with misspellings.

• Do not open e-mail that has your Web site URL in the subject line or your Web site e-mail address as the sender’s address.

• Do not open suspicious e-mail with an attachment. Be sure you are using a browser that will allow you to highlight an e-mail to delete it without opening it.

• Do not open any e-mail from an unknown source that proclaims to have virus information. It may very well be the virus. Yes, that’s from personal experience!

• Stay up-to-date on what to expect from the latest viruses by finding an informative Web site and visit it regularly.

• It’s important when you send e-mail that you put a logical and very specific subject in the subject line. Ask your friends to do the same.

9. Every time you install software, virus-check it! Also, check your peripherals and other software programs to determine if they have been affected by a virus.

10. Keep all your software upgraded. Yes, it’s expensive and it will take you out of your comfort zone for a short while, but this is better than having to learn totally new software or pay someone to train you.

11. If you purchase new software or hardware and have problems, call tech support for your product immediately and get it resolved. I have had my scanner for several years. It has been a problem from day one. I bought it from my technician, but told him what I wanted on the advice of a friend. I depended on the tech who sold it to me to fix it. He couldn’t as he was not familiar with the machine. Finally I gave up and learned to deal with the problems on the rare occasions that I had to use it.

12. If you call tech support for anything, make note of the tech’s name. If what he tells you still doesn’t work, try one of two things: Ask politely if there is someone else that may have experienced your particular problem; call tech support again—you are likely to get another person.

Try to document as much as you can of a conversation. You may need the information later for yourself or for the company with which you are dealing.

13. If you purchase a new computer, be sure all your software will be compatible with it. If it won’t be, then plan how you will overcome this obstacle.

14. Invest in a backup computer. I know this sounds like an unnecessary expense, but my laptop saved me a few years ago when my Windows 95 computer crashed (the one I am now using as my backup!).

For many of you, a laptop would come in handy if you are selling in the customer’s home, but a laptop also takes up minimal space around the office. Should your main computer go down and your laptop is not outdated, you can hook the laptop to your monitor, mouse and printer.

15. If your main computer goes down, put the spare computer where the main one was. You cannot imagine the confusion and wasted time created by dragging things from my office to another room to work and learning (on my own!) how to hook up a temporary phone in that room.

16. Find a good computer tech who understands your needs and can help troubleshoot Windows problems especially, but software and peripheral problems as well.

17. Find a good consultant who can train you on software for only what you need it for. You also may need a programmer in some cases. Even if you happen to enjoy working your way through computer mazes, you have to put a value on that time, especially if there are other things you should be doing that are more important and more valuable to you.

18. Do not wait a day longer to become computer and Internet literate! I cannot emphasize this enough. Those of you who say you do not have time to learn to use a computer or to surf the Net for information don’t have time not to! The longer you wait, the more there will be to learn.

ALWAYS BE PREPARED

As a continuing student enrolled in the School of Hard Knocks, I realize that these rules will need to be amended from time to time, as no one can really predict what the next computer glitch will be! But it is always better to be prepared!

Think about all the equipment and tools beyond the computer that keep you efficient and in business.

I know of one particular case in which an individual saw his whole workroom go up in flames. He had no insurance to cover it. Stop right now and decide how you would carry on if the worst happened. Have a Plan A, a Plan B, and enough Frequent Flyer miles to take a vacation afterwards! Take the time and prepare!