In the September/October 2010 edition of NFIB MyBusiness magazine there is an article called “Click Here for Profits” which is geared towards new, moderate and experienced Web site owners. The magazine is published by the National Federation of Independent Business and is geared towards its members, all business owners. In the section titled “Getting Online for the Moderately Experienced” by Christina Galoozis, I was proud to have been able to contribute to this part of the overall article. You can read the article here at the NFIB Web site.

In the article, I shared several points, including offering a variety of content in your company’s blog, planning and writing a blog consistently, and on local search. I had a great conversation with Christina who asked me very insightful questions, and related my thoughts very well in the article.

Thanks to Christina for the opportunity to be in this article, and if you are visiting The Hot Iron as a result of the article, welcome! I also welcome your thoughts and opinions on the article here in the comments to this blog post.

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Recently I heard from a friend who had questions about starting a blog. As their questions were not personal in nature, and could benefit others as well as them, I have decided to respond in an appropriate manner, in an open blog post. Here are the questions and my responses.

Q – How did you come up with the name of your blog?

A – The name “The Hot Iron” is a play on the term “strike while the iron is hot” and is something I had thought of a few years before I actually started the blog. The idea for the name being I would write about not only topical items but would write while something was fresh in my mind.

I registered the domain name thehotiron.com right away, and it was ready for me to use when I decided to start blogging.

Q – What are the top 3 things I need to think about as a new blogger?

A – Audience, promotion and time.

Where you could be simply writing a personal journal out in the open, ideally you are writing for the benefit of others as well. Keeping in mind your audience, not only as you start but on-going, will help you focus on what topics to write and how to present the information.

If you write it, people may not necessarily come and read it. You will need to spend time to promote your blog. Whether it’s emailing all your friends, getting links to other sites or any other method, you will need to spend some time to do so.

And as you can guess, writing for and managing a blog take some time. However much you decide to spend on it is up to you, but keep this in mind with everything else you have going on.

Q – Are there any mistakes you made that you learned from when you were just starting out that you would pass on to a new blogger?

A – Are you asking about mistakes I made in the past, or continue to make?!

Whenever you start a blog, you have energy and excitement. Over time, this can change, and usually will decrease. You will need to motivate yourself to maintain a consistent blogging schedule.

You may also write something that will tick off someone, as I have done before. They may contact you offline to make a change to what you wrote. Don’t do it. I have made a couple of small tweaks to posts over time, showing goodwill to these people and in return asked them to comment on my posts, but they never did. A cease and desist letter form a lawyer is one thing, but in general your blog is your opinion, and you should be true to your convictions.

Q – Do you think there is a life span to a blog?

A – As someone said to me moments before he got married, “nothing is forever!” Everything has a lifecycle, and a blog could as well. When you get to the point where you think it’s over, you may have options to either shut it down or transfer or sell to someone else. But you’re just getting started now, so nothing to worry about regarding this now. Oh, and that guy has been married for almost 20 years now.

Q – What are your suggestions for evaluating hosts?

A – As I build blogs for a living, I recommend hiring my Web consulting firm Dunkirk Systems, LLC to build your, including offering and managing your hosting! However, there are many options out there. You could have your own hosting and then manage your own installation of a blog platform, like WordPress or ExpressionEngine. Or you could go with a hosted platform, like WordPress.com or Blogger.com.

However you go, I strongly recommend you do 2 things. The first is use your own domain name for the blog, and not use the default URL that may come with the host or hosted solution. Also, use Google Feedburner to manage your blog feed and not the default feed URLs that come with either. By doing these, you have flexibility to move to a new platform or host and not lose users or feed subscribers with a new URL for each.

Q – What blogs do you read regularly and would send me to view as I begin this process?

A – I subscribe to the feeds of over 200 blogs. This does not mean I read all of them, in some cases I simply skim the headlines or titles. I recommend setting up a Google Reader account, and then begin subscribing to the RSS feeds of various blogs, from ones in the same vertical of which you are planning for your own blog, to news services or blogs in different categories. Some blogs do all things well, many do some a few things well, and some do most everything poorly.

One blog I will recommend is ProBlogger – it is a tremendous resource for blogging, whether for someone new like yourself or a seasoned blogger like myself.

Good Luck

Good luck with the launch of your blog! As I wrote these questions out in the open, I welcome anyone to comment on these, and make any recommendations they may have for getting started with blogging.

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Blogging • Business • Strategize • (2) Comments • Permalink

Were you affected by last week’s outage of Chase Bank’s online banking? I was, and so were all of the bank’s customers in the US. Though the money in your account was still accessible via ATM or a branch, you could not access your balances, statements or bill pay over the Web. To add to the over 24-hour outage, there was no announcement from the bank about the problem and no reason given for it either.

Through the outage the login form on the Web site was replaced with a graphic saying online banking was unavailable. Once it was restored, small banner ads on the site linked to an apology Web page for both the outage and lack of communications for a few days. This past Monday morning I received an email from the bank – the only one through this ordeal – apologizing for the outage, and the following is a screen shot of that message.

The text of the message is as follows:

We recently experienced a service interruption that affected the chase.com website and mobile services, and we apologize if this created any difficulties for you. We have resolved the problem, and want to assure you that your account information was not compromised as a result of this outage.

We know that our customers rely upon the 24 hour access to their account information provided by Chase.com. This was not the level of service we know you expect, and we will work hard to better serve and communicate with you.

Your accounts and confidential information remain secure and we want to remind you that Chase will never ask for your personal information or login credentials via email.

Please accept our apology for any inconvenience this may have caused. We're continuing to work hard to maintain your trust and confidence.

We're always here to assist you.

After reading this, there was something glaring at me – no person signed the message.

Where Does The Buck Stop?

You don’t have to look any further than the BP oil spill in the Gulf of Mexico to see a poor example of corporate communications. Once the global oil giant realized the severity of the issue, it put its CEO Tony Hayward out front as the human face of the mechanical disaster. Over the weeks following BP commercials featured employees who were responsible for various aspects of the cleanup. These people didn’t necessarily make the problem any better, but they showed there were people behind the problem.

Even a few months back when Intuit’s QuickBooks Online had several days of outages, emails and blog posts were signed by management. Once again, it didn’t change the situation, but it showed someone was responsible; it showed where the bucked stopped.

This was not the case with Chase Bank. No person – not the CEO, or any Vice President – signed their name or came forward. This impersonal approach was certainly not for lack of staff or resources, so why did nobody own up to the problem?

As a former customer of Washington Mutual, which was taken over by the FDIC and sold to Chase Bank overnight a few years ago, the change to Chase was a huge contrast to me in the approach to serving its customers. WaMu’s free-standing kiosks where you could actually talk to and shake hands with a teller were replaced by tellers behind bullet-proof glass. I could only imagine there would be a person owning up to the issues with their online banking platform if it happened under WaMu’s umbrage. This removal of personal connections with customers is what, as a Chase customer, one has to deal with.

Interestingly, it was during this outage that I moved my business banking to PNC Bank. The decision to do so was not related to the outage, rather it was due to a PNC manager asking me for my business. Also interestingly, this manager was formerly with WaMu and then Chase, and left there for PNC. He knew my business, what I needed, and showed me how much better PNC can accommodate it. Yes, a personal connection was the reason for my change.

What did you think of the bank’s handling of communication? Does it matter to you if there’s personal accountability to such a problem? Please share your thoughts in the comments.

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Editor’s Note – This post is in follow-up and support of The State of Your Web Site, a checklist from Dunkirk Systems, LLC which helps guide Web site owners to objectivity on the current state of their Web site. You can download a free, no obligation PDF copy at TheStateOfYourWebSite.com.

By their definition, branding and logos exist to help you easily identify something. From a parking garage to the sneakers worn by a top athlete, branding matters. This is not the first article to talk about it, and surely not the last!

So why is it that many times we see inconsistencies in branding when it comes to the Web site or other online use of a brand by a company, organization or person? And note I am using the word “consistent” not “perfect” – nobody is going to expect your logo to be in the upper left corner of a Facebook page replacing their logo altogether. But where you can use your brand, it should be consistent with how it is used offline – in print, on products, etc.

This is thus the second question asked on Dunkirk’s The State of Your Web Site checklist. As we previously talked about your brand being prominent on your Web site, it should also be consistent to ensure its effectiveness online.

The measurement of consistency can be very straightforward. A brand guide will outline the parameters for a usage of a brand. Call it the “spaghetti test” for your brand. If it doesn’t meet it, it should be corrected. If you don’t have a brand guide, create one! In its absence though, a person or small team of people should serve as the “brand police” to ensure its consistencies.

So how do these inconsistencies manifest themselves? Many times a Web site is developed prior to the creation of a brand, or vice versa. A level of effort is then needed to ensure the business cards march the Web site, and so on. When a Web site is designed, if creative license is taken too far, it can obscure the brand in the design of the site. Providing a brand guide or guidelines to your designer, and working with a Web designer who not only can create a compelling design but will respect your brand, will also ensure this.

Catching inconsistencies early on will ensure the recognition of your brand no matter where it appears, not to mention The State of Your Web Site being that much stronger.

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Tomorrow midday I have a regularly scheduled meeting I highly look forward to. Every other week on a Wednesday is something we call “BusinessForward” which is a peer mentoring meeting.

The origin of BusinessForward came out of need. Myself and my design partner and friend Emily Brackett of Visible Logic, Inc. were talking one day about the everyday challenges we had of running, leading and growing our businesses, plus the need for a peer group to both share with others and get help with our own issues. During that conversation I recalled a similar group I was in several years ago called “Circle of Progress” where we would be held accountable for doing something between meetings by publicly stating it, and supporting each other through the process. Though Emily and I speak and work together throughout the week, I suggested we start it ourselves, with the intent to grow the group organically, rather than seek out a number of people first, as our goal was growth of our businesses, not growth of a group.

A Peer Mentoring Group Is Born

With that, our peer networking group was born. We wanted to call it something, and after bouncing words between Chicago and Portland, Maine, we came up with BusinessForward, as it’s what we wanted to do, move our business forward. As for the structure of the meetings, we decided to meet every 2 weeks, and each week we could commit to a task, outline its steps, and set its priority for the period. At the start of the next meeting, we would recap our previous commitment, if we completed it or not, and why. We would then state a new commitment for the next period. To facilitate this Emily created a PDF form which we would email to each other prior to the call, thus putting our commitments in writing.

Committing to something in writing was not to intimidate us or to highlight failure. Instead, presenting our plans was to benefit everyone – an idea for one business could certainly carry over to another. As well, when talking through the steps with someone else, you may recognize something you may want to do different, or another member of the group may have something to contribute to it. Stating it in writing allows you to use the card as a milestone marker and a target until the next meeting. Positive reinforcement is the hallmark of any peer group, and the bi-weekly card and statements were key to that.

But Before We Begin Each Meeting…

Prior to the first ever BusinessForward meeting, Emily asked if she could share something that was bothering her. I agreed, and thus started something that was an additional tradition and positive point for each meeting, something we called “the bitch of the week!” Before our turn in the meeting, we would state something work-related that was bothering us. It could be a client paying late or an issue with a vendor or whatever. The point of this became to help clear an intangible but clearly impeding issue from our heads and workplace, and by sharing it we could get some reinforcement and feedback from the collective. For me, it is something I look forward to just as much as my commitment of the week.

And Then There Were Three

After BusinessForward was going strong for several months, I shared the concept with Kathryn Neal Odell of Sales-Onsite, LLC, who has become a good friend and trusted colleague. She found the concept interesting and after discussing it with Emily we invited her to join as our 3rd member. The addition of Kathryn was a great move, as it gave not only another person to collaborate with, but someone who has a wealth of experience in working in sales. By contributing her conference call line it added a level of structure so there was no need to hunt down where each of us was. Kathryn raised the bar for participation in BusinessForward and in the selection of any future members.

The Success Is In The Results

So has BusinessForward been helpful to our businesses? I will only speak for myself and scream, “yes!” In addition to the positives sprinkled throughout this writing, I must add as a business owner, many times we make decisions in a vacuum or with what we think is all the information we need to decide. BusinessForward has helped me not only with the larger decisions, but with the steps to take in meeting the objectives of my business growth activities.

Do you belong to a peer mentoring group? How has it worked for you? Do you share my desire to be in one? Your comments on this are appreciated.

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Business • Strategize • Thrive • (6) Comments • Permalink