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The Malta Independent | Thursday 19 February 2015
Online client engagement is key to small business success
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ew research tracking the engagement habits of small businesses revealed that online client engagement is the lifeblood of this business community. The data shows that 67% of small businesses leveraging online engagement tools, such as online scheduling, payments and document sharing, reported an increase in obtaining new clientele directly through their website – versus only 34% from businesses that did not have these tools integrated into their website. The research surveyed nearly 200 North American entrepreneurs, marketers, small business owners and technology decision makers from a wide range of industries, with 75% of respondents representing small businesses with five or fewer employees. According to the survey, nearly 40% of small businesses believe that the volume of new clients they
get online ‘needs improvement’. This means that the need for more engagement opportunities is seen as critical. Online engagement tools enable small businesses to communicate and service clients more frequently, with respondents citing a 10% increase in daily interactions with customers and con-
tact with them at least once per week via their website. These technologies save small businesses time and money on office tasks as well. In fact, half of the tech laggards (respondents not using any form of client engagement technology) said they are less likely to automate backend office
tasks such as reminders, email, appointment booking, billing and payments. However, when asked which tasks they would automate if given the opportunity, the top three included scheduling confirmations and reminders, follow up emails and appointment booking. Another area of opportunity for small businesses is mobile. Less than half (45%) of the respondents are leveraging their mobile devices to manage daily client interactions and related day-to-day backend tasks. Of those mobile users, they only utilise it to manage less than 10% of their daily activities. With its rapid adoption amongst today’s millennial-influenced audience and a ubiquity that is unmatched, mobile is a key channel that can provide small businesses a competitive edge without requiring them to be at a desk or to be in front of a computer screen to handle client engagement activities. Additionally, with nearly 6
Surge in IT security measures anticipated in 2015
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hief information officers (CIOs) are taking a multipronged approach to protecting sensitive company information, a new survey by Robert Half Technology shows. The majority of CIOs interviewed are currently taking or planning to take steps in the next 12 months to improve information technology (IT) security at their firms. The most common strategies include strengthening employee training on security issues (53%), vetting firms that have access to company data more closely (31%) and contracting with third-party vendors and adding security tools (31%). The survey was developed and conducted by Robert Half Technology, a leading provider of IT professionals on a project and full-time basis, and includes responses from more than 270 CIOs from a random sample of Canadian companies with 100 or more employees. CIOs were asked, “Which, if any, of the following measures is your company currently taking, or planning to take within the next 12 months to enhance IT security?” Their responses: Currently taking ANY of the following measures 69% Enhance employee training on IT security issues 53% Enhance vetting of firms with access to company data 31% Contract with third-party vendors or add tools to enhance security 31% Add IT security personnel 22% Implement multifactor authentication processes 21% Other measures 1% Not currently or planning to take any of the measures identified 31% * Multiple responses were allowed. “Companies that effectively prioritise their IT protection, understand that it’s an ongoing commitment that requires continual enhancements,” said Deborah Bottineau, senior regional manager of Robert Half Technology. “Sound security strategies consist of staying in the forefront of best-practice standards, conducting frequent risk assessments, and implementing adequate employee training and awareness.”
Bottineau added, “Having the right people in place to implement these security changes is essential.” A strong organisational communications plan and sound relationships with vendors will help improve security measures, but it all begins with the team responsible for managing those efforts. Robert Half Technology offers the top three attributes of effective security employees and what to ask them when hiring: Future Focused It’s important to ensure candidates will be an asset to your security efforts, bringing a broad range of experiences that will allow them to identify vulnerabilities in your network. Use this opportunity to discuss their use of proven methodologies, best practices and risk intelligence in previous roles and try to assess how they would apply
them in your company. Ask candidates: “How would you create a security-conscious culture in our business?” Security Certifications A well-rounded security professional will not only take steps to protect the organisation, but also to stay ahead in the industry. With so many widely recognised certifications available - like CISSP (Certified Information Systems Security Professional), CISM (Certified Information Security Manager) and CompTIA certifications - it’s not uncommon for candidates to have these on their resumes. While certifications show an investment and commitment to growing their knowledge base, it’s important to assess applicants’ real-world experience, too. Ask candidates: “How have your security certifications prepared you for this role?” Soft Skills IT security professionals should have impeccable communication skills. Externally, they should be building solid relationships with firms and vendors that have access to company data or may be brought on to help with security efforts. Internally, they should be able to raise awareness to potential threats and explain security measures in a way that will help guide employee behaviours. The prevalence of bring your own device (BYOD) policies, for example, is just one of the many trends that make clear communication skills vital to ensuring companywide compliance. It’s essential for security team members to build partnerships across the organization to help increase vigilance throughout. Ask candidates: “What would be your communications approach around security, potential threats and best practices to senior leadership and employees companywide?”
billion mobile devices worldwide it is a preferred channel that today’s consumer is beginning to prioritise when interacting with a business. This makes implementing mobile friendly websites a top task that all small businesses should be focusing on in 2015. “Today, small businesses need every advantage they can get to stay relevant and compete for business against their larger counterparts, and having good client communication and retention is a huge aspect of accomplishing this task,” said Itzik Levy, founder and CEO of vCita. “With a successful online client engagement strategy, small businesses can ensure they drive new and repeat business and easily streamline those interactions and eliminate hours of administrative work.” The research was sponsored by vCita a company that works with and advises businesses around their online client engagement.
Half of mobile internet users have used a mobile device to make a major purchase
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onsumers are slowly becoming more comfortable with their mobile purchasing habits. According to a new study by Bankrate.com, half of mobile internet users have used a mobile device to make a major financial purchase, such as getting a mortgage, buying a car or investing in stocks. Consumers who most likely have made a large transaction on their mobile device were between the ages of 30 and 49 (58% have done so). Despite their tech-savvy reputation, only 46% of millennials (1829 year-olds) have purchased major items on a mobile device. That’s only slightly more than people age 50 and older. “There’s evidence that Americans are growing more comfortable with using mobile devices to make purchases either online or at the checkout,” says Mike Cetera, mobile finance analyst for Bankrate.com. “But we were curious whether people are using their phones to do more than buy a cup of coffee. This survey shows there are people willing to make major financial commitments over their phone or tablet.” Although mobile purchases are growing, Americans are moving cautiously. The survey found that only 12% “always” or “often” use a phone or tablet for larger purchases. Seniors appear to be the most reluctant to make large mobile transactions; over 6 in 10 have never made a big-ticket purchase this way. Data security was named as the biggest concern among those who don’t regularly use mobile devices for financial transactions. Older people were far more likely to cite security fears as their primary reason not to use a mobile device to conduct major financial transactions. 53% of respondents 65 and older expressed this concern, while just 34% of millennials said this was the main reason to avoid large mobile transactions. The survey was conducted by Princeton Survey Research Associates International.
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The Malta Independent | Thursday 19 February 2015
Roderick Spiteri
Roderick Spiteri is Marketing and Communications Manager at MITA and editor of Malta Independent ICT feature
The Malta Independent ICT Feature
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eing engaging online has become really important especially for small businesses. The web is the tool which links current and potential customers to small businesses. According to a new study, the majority of small businesses that are using online engagement tools have reported an increase in new clients through their online channels Through open data, Govern-
ment information can be made freely available for everyone with the aim that it is used to solve challenges in society and business. It is also an opportunity to predict the future and use it to bring about social change. The Open Data Institute in London is doing its best to promote open data even by coaching startups on how to make the best use of it. 2015 is set to be the year in which CIOs emphasise more on
IT security. A new study shows that during the coming months, the majority of CIOs will be taking one or more measures to enhance their IT security – the most common of which is training employees on IT security issues. Would it ever cross your mind of making an important purchase, such as getting a loan or buying a car, through your mobile? Not only is it possible, but many are turning to their favourite mobile gadgets to make
such acquisitions. All ICT Features are available on www.mita.gov.mt/ictfeature
Capturing the power of open data Melissa Jun Rowley Melissa Jun Rowley is a seasoned journalist and social entrepreneur focused on the intersection of technology and social impact. She is currently developing “Magic Makers,” a docu-series spotlighting teens using STEAM (Science, Technology, Engineering, Art & Math) to advance humanity. Melissa is also the Editorial Director of The Toolbox, a social change platform which aggregates and promotes digital tools for activism. On the startup front, she is building a new social giving ecosystem called Givvio, bringing together brands, celebrities and everyday activists to work together in teams to amplify their social good campaigns.
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he positives that come with enhancing citizen access to government and environmental data are limitless. Not only does open data, or information that is freely available for everyone to use, activate public transparency and enable deeper citizen engagement, it potentially creates the means for a more community-driven society. The question is: how are organisations and individuals using this data to have the greatest impact? Just as big data analytics are only valuable when they’re used to fix a specific problem, open data serves communities best when it’s analysed and then humanised through storytelling. The Open Data Institute (ODI) in London works with digital and social impact experts to promote open data innovation and incubate, mentor and coach startups developing open data solutions. As part of its initiative to cultivate the effective use of data, the institute offers a course for journalists on finding stories in open data. When you’re crystal clear about the problem you’re looking to solve, the stories
that unfold through exploring datasets and creating summary statistics are significantly more visible. Stories are the driving force of social change. Take for example the ODI startup Spend Network, which analyses data to uncover government spending trends. This company revealed that the UK inefficiently spent £22 billion (€29.7 bn), which was originally intended to go to businesses and fuel the economy. The repercussions of government actions or lack thereof are just one side of what open data can disclose. Open data can also be used to predict the future. Through a partnership with Telefónica Dynamic Insights, ODI developed tools to estimate the potential impact of planned fire station closures in London. Maps that show the possible effects of fire station closures are generated using two datasets, based on fire service attendance time to incidents and mobile phone activity in different locations. It’s free and readily available. What are other advantages of open data? Liz Carolan, International Development Manager at the ODI, says a challenge for many organisations can be the time and resources needed to crunch large data sets. “By opening up their data, the potential can be unlocked,” says Carolan. “Take Medicare in the US, for instance, which has a huge range of
data at its disposal. By making its data open, Medicare enabled anyone to access and analyse it. In 2012, the New York Times undertook some analysis and identified a number of anomalies within the data including what could appear to be abnormally high Medicare claims. This analysis enabled not only the public to be made aware of the potential existence of such instances, but also for that data to be fed back into Medicare’s system so it can identify and explore such anomalies.” How can open data be used for businesses? According to a McKinsey report, seven sectors could generate $3 million (€2.6m) thanks for open data. However, making open data an actual business itself is proving to be somewhat tricky. Yodit Stanton, founder and CEO of the ODI incubated startup Opensenors.io, which processes Internet of Things data, says that the biggest issue with open data is that the industry hasn’t figured out how to build a working business model. “It’s [open data’s] not like social networks, where you can make money with advertising,” says Stanton. “While big data is good for advertising companies, data from the Internet of Things would be good for insurance companies, but then you need to think through what the implications are.” The Opensensors.io platform al-
lows users to create open data projects for free through information collected from sensors. “People connect to us and publish sensor information, so anyone can create open data projects,” shares Stanton. “We want to encourage people to have access to things.” Over 500 people currently use Opensensors.io. One of the projects the company is deploying involves a series of parking sensors in 12 cities in the UK. Stanton says that for this kind the automated parking service to ma-
ture, the data needs to be available. That way a city manger can access it; a smartphone can plug into it. The perspective of the ODI is that in order to make a business case for open data, organisations need to understand the potential of the data they possess, examine the data flow arrangements they have with other groups, and determine which ones can be most affected through receiving more or better quality data. No matter how free and open any data is, its value could be priceless for some.