Welcome!

I hope you find my writing and business tips and observations useful. My business and blog are dedicated to helping businesses communicate clearly and reach their potential. Read, subscribe to my newsletter, enjoy!Tash

Refer to older posts…

Blogging services

HCI chat

web content

Giving people a choice of contact…

Through recent conversations, the topic of contact details has come up (again!) So let me start by asking – do you prefer to be contacted by phone or email, or something else? When leaving your details for a business to contact you, do you like giving lots of details or just choosing the ones that suit?

I have explained before that I prefer getting emails than phone calls as a general rule, so maybe I am a little biased!

However, I don’t like filling in forms on websites that ask for a lot of information because it wastes my time and gives them more than I think they need to know. For example, if I am asking you to email me something, why do you need my phone number and postcode?

My favourite collection forms are those that let you fill in phone or email or whatever, or at least ask what your preferred method of contact is. And I’m pretty sure I’m not the only one who prefers a choice…

Along with choosing what contact details you give out, remember to consider what you ask for, too.

Intranet for fun

What do you think a company intranet is for? Should it just be official and practical, or should it be personal and fun, maybe even wacky?

I think the main purpose of an intranet is to help staff do their jobs efficiently so it needs to contain information to help them. Having provided that information, I think an intranet can also include less formal items.

I see a number of advantages to a more friendly intranet:

  • it can aid staff communication and relationships
  • the occasional smile is good for staff productivity!
  • higher morale reduces staff turnover and makes it more likely staff will complete tasks rather than watch the clock

So what can be added?

  • daily weather updates – practical but nice if staff can see what other offices are experiencing
  • tips – could be semi-serious like word of the day or funny or a motivational quote
  • photo gallery of staff events and news (work Christmas parties, staff weddings, business launches, award ceremonies)
  • tipping competition and results (why limit it to football? Try cricket, basketball, athletics or triathlons)
  • information about charities staff/the business are involved in – and links for sponsorship
  • menus of local lunch spots
  • RSS feed of public transport updates in the area
  • funny corner – add those joke, cartoons, etc that everyone will just email each other anyway
  • health tips, recipes, office exercises, etc
  • interesting seminars, webinars, training courses, etc coming up

They’re just my ideas – what else can you add?

Enough naming but not too much

Have you heard about using keywords to help search engines find you online? And considered that your business and/or product name is a critical keyword to get noticed?

I have often read about including keywords and business names in articles, newsletter and blog posts, and sometimes it even tells you how many times to include such words*.

Instead of some ‘magic’ number of times to use a word, I suggest writing it so the article is interesting and worth reading. Overuse of a keyword becomes obvious as a ploy and the writing then looses some of its credibility as a source of information.

In particular, how often can you mention a company name before someone stops reading it? Continue reading

Intranet content

A few years ago, companies created a section of their website as an intranet for staff communications. Now, they can run an intranet as part of a website still or have it on a blog, a wiki, online document sharing software, or even communicate via Tweeter platforms.

But if you need to set up an intranet for your business or workplace, the same basics apply. An intranet aims to make life easier for all staff by having relevant and current information stored in one place.

Having run a and set up a few intranet services, here’s my top list of things to include on the site:

  • contact lists – the more staff in the business, the more this is necessary
  • document registers
  • soft copy letterhead, cover sheets, forms, etc that staff use frequently
  • human resources forms (leave, change of bank account, etc)
  • graphics files (e.g. logo, advertising banners) although some companies limit access to certain staff
  • style rules and guidelines (often in the form of a style guide)
  • standard text
  • policies and procedures, especially relating to staffing

Some other things that suit in many businesses are:

  • photos of events
  • links to online reviews of the business/product
  • archive of old documents in case people ring with queries based on old versions
  • staff newsletter
  • archive of old business newsletters and promotions
  • organisation charts
  • lists of ‘who to contact for…’ (such as Mary to order business cards, John for building maintenance and Jill to book company car)

What else would you like to see in an intranet? Is that something you’ve made use of before or just know from experience?

What contact details to give?

If you are looking for something online, what form of contact details do you like to see? What difference does it make to you if it isn’t there?

I have often read about offering a range of contact methods to give clients options and their preferred choice. I believe in the value of certain options being offered, too. So it was very interesting to read Danielle Keister’s view on contact details.

Her argument is that someone who really wants your services will use the contact details your provide; if they won’t follow your system (in her case, completiong of a specific form to get a quote, etc) then this forms a process fo weeding out clients you didn’t really want in the first place.

I like the concept – it is impossible to please everyone so I can make my business run the way that best suits me. My contact pagedoesn’t include my mobile because I don’t think anyone’s writing project is so important I need to be contactable all the time, and it doesn’t include my email address to avoid spam. On the other hand, it does encourage an email contact form as the preferred means of contacting me.

I could delete my phone number from the site altogether, but I think there is a certain credibility attached to having a phone number available. Please tell me if you disagree!

My postal address is rarely used by anyone I don’t have an existing business relationship with, but I include it because it helps identify my location – I know I hate not knowing where a business is located if it isn’t clear (my .au domain and about us page do make it clear I am in Australia, and my exact location isn’t very relevant to clients so the contact page is less critical for me).

Away from my website, I generally use my URL and email address for contact information.

And I guess it works as the majority of clients and prospects do contact me by email – at times I wonder why I have a business phone at all!

Do you offer all your contact details or do you tailor it to your business preferences? How does that work for your business?

Not fun being hacked…

Yesterday, my site was one of many attacked by a well known hacker (called the Turkish Hacker or Iskorpitx according to the messages left behind). Over a period of about 5 days he apparently hacked over 30,000 sites, mostly by getting into host servers (as happened in my case).

So my first message today is sorry if you tried to visit my site or send me emails yesterday. Although I did rectify my site reasonably quickly once I knew, my host later took down all their sites and reinstalled their servers so my site was offline.

I won’t make my second message what I think of people who have nothing better to do with their time than annoy people around the world just because they can.

Here are my top tips to minimise the hassles of being hacked…

  • have a great password – your surname, business name or kids’ initials really aren’t good enough
  • back up your site regularly so it’s easier to replace it as needed – or even move to another host
  • choose your host carefully – look for their security, how they will deal with issues and how much they will help you
  • if you need to give a password to someone else (eg a web designer) be careful how you tell them – certainly don’t put it in an email with the subject “website password”
  • remove anything from your site that isn’t needed if it is sensitive in any way
  • use the most recent version of any software on your site (e.g. the software to run a blog) as it will have recent security developments included and probably has fewer successful hacks set up

Do you have any additional tips?

What are people searching for?

Look at your web stats and some of the keyword tools available and find out what terms people are really using to find your website.

Are they the words you expected? More importantly, are they the words you are using in the content of your site?

For example, you have an article on your site about Crimson Rosellas but discover most customers search for information on red parrots (because they don’t know the name of the bird). It isn’t hard to add red and parrots to your list of keywords in the site meta data and adjust the article itself to include ‘red parrots’ at least once. 

Having relevant keywords is good; having relevant keywords that your potential customers actually use is much better.

Have you played with keywords and seen positive results in website traffic? Share your story 🙂

Unique content

Do you have the time or inclination to read the same information presented the same way over and over?

I’m pretty sure your answer is no – when we want to find something out we don’t want to read the same article we found last week. In itself, that’s enough reason to provide unique content on your website, in your blog and so on.

Unique content that is obviously yours (not just a PLR article copied across, an RSS feed or worst of all plagiarism) shows your knowledge, your generosity in sharing information and helps your search engine results. People will learn to visit your site/blog/newsletter for a fresh perspective on relevant topics; many copied articles and they have no real reason to bookmark you rather than the others posting the same writing.

Private Lable Rights (PLR) articles can be useful for filling a site quickly but they are not truly showcasing you or your business. Some people edit their PLR articles to make them a bit different to others’ versions of the articles, which is useful, but if you are going to so much effort why not just write your own to start with? Or get someone else to write it for you (given the editing time you may be surprised at which is cheaper in the long run).

When you do use PLR articles (edited or not), add something to it. For example, if the article is on travel insurance and you cancelled a holiday last year, add in a story about how travel insurance saved you $1,000. It will personalise the article, build your credibility and offer something new.

Likewise, openly using other people’s articles can be a valuable addition to your own content, but it works best when you introduce it appropriately to make it relevant.

What success have you had with PLR articles? Did you make them ‘yours’ before using them or not?

Short and sweet

Do you remember writing essays at school where you had to make up content to fill the required word count? Do you prefer to read a long book over a short one?

In business and website writing, the clichés ‘short and sweet’ and ‘less is best’ are better options than writing a lot for the sake of writing.

Why keep text short?

Lots of pages are flicked not read

Long documents intimidate

  • people are busy and want to get the information fast
  • it tends to be clearer and simpler
  • it looks less intimidating so more inviting to read
  • it is easier and quicker to proof read!

Keeping it short means short words, short sentences, short paragraphs and short result.

So ‘about’ instead of ‘in respect of’; ‘Accountants advise businesses’ rather than ‘business get advice and recommendations from people experienced with accounting’; and ‘stocktake sale’ rather than ‘reduced prices at the end of season to reduce our stock levels’.

Of course, short in the extreme is not the answer either. I use the idea of ‘if it can be done with fewer words, then do it’ rather than making everything short.

When keeping text short, remember

  • it must make sense
  • all critical information must be included
  • keep it easy to read and suited to your audience (for example, ‘because’ is actually longer than ‘due to’ but is used more commonly in speech so is often the better choice)
  • avoid jargon your readers won’t know

Keep your website looking fresh

Have you ever come across a website that is obviously out dated? What do you think of it when you do?

I recently came across two extreme examples of this…

  • under the heading of ‘latest investment news’ was a link to some reports with the most recent dated April 2008!
  • an online shop had banners and text stating ‘new version to be released mid 2009’

Those sites didn’t impress me at all!

While adding content regularly is good practice for a website, there are also some ways to avoid your content being obviously old:

  • avoid ‘page last updated’ foot notes – even if it is perfectly reasonable to not update contact details for example, it looks wrong to say that page is 5 years old! Add a date to the content itself if it needs the date for context
  • avoid adding a date to copyright symbols. Although your copyright applies from when you created the page, a date ages the page and it is easy to miss updating it each January
  • if you are unsure of when something will happen, be vague rather than specific. So ‘new version underway’ or ‘give us your details and we’ll contact you when the new version is available’ are better than ‘new version launched 1 July’
  • do a search of your site for ‘2008’, ‘2007’ and so on then make sure you update as appropriate
  • be careful of what tense you write in. For example, ‘from 1 July we will sell whatsits’ will be dated in August whereas ‘whatsits on sale from 1 July’ can be used in June and August. Adding a year to either sentence will date it if you leave the text for more than a few months, of course!