Your Small Business May Be At Risk Unless You Have A Security and Recovery Plan

Dont think your small business is at risk? Think again. Whether you realize it or not, your business has valuable information and assets that probably are not protected right now. Your business likely has confidential client information, proprietary business knowledge or just internal knowledge that you wouldnt want to be exposed to criminals or competitors. The loss of this information could have a devastating impact to your business. While business insurance is an important part of your protection, it cannot protect clients from identity theft or your business from unscrupulous employees or competitors.

No matter how big or small, your business needs to have a security and recovery plan in place that determines what risks you have, helps protect against those risks and sets plans in place to handle the most likely types of losses you may experience. Your plan should also look at the both the physical and the virtual aspects of your business.

Start by considering the types of risks to which your business may be vulnerable. What if your business information was lost or stolen? Do you have customer files or records, tax receipts, bank statements, business plans, customer work products?

Next, consider the physical aspects of your business that may be vulnerable. Do you have unique office equipment, inventory, computers or trade specific tools?

Finally, look at how you do business. Do you rely on technology, the internet or employees with unique skills? Does your business model depend on repeatable processes that are unique to your business?

Now, consider what would happen to your business if these parts of your business were lost, destroyed or stolen. Could you continue operating if you lost your client files? Could you be sued by customers if their personal information was exposed? Could you be the target of negative publicity? Could your competitors benefit if they gained access to the information? What if you lost email access for a day? What if that key employee suddenly left for another job? What if your office space caught fire or was flooded?

Your security and recovery plan should put in place the safeguards and policies and procedures to prevent some of these risks and the potential to negatively impact your business. Physical access to buildings is relatively easy to control although most small business have little more than a lock on the front door. Should you consider locking file drawers? Is inventory controlled? Does every employee have access, even to things that are not part of his or her job? Could a disgruntled or fired employee return to the workspace after hours with an extra key copy?

Your plan should consider how to protect the virtual parts of your business also. Do you have backups of any important files? Do you have passwords, account numbers and other keys securely guarded? Do your computers have virus and firewall protection and is it up-to-date? Do you have internet and email usage policies in place to protect your employees form harassment charges?

What about remote employees or workers who take work home? In todays highly mobile environment vital business information can now be easily accessed outside of your physical controls? Do your employees know how to safeguard laptops, cell phones, flash drives or even print outs of business information once they leave your workspace? What if a laptop is stolen from a workers car or home or hotel room? Do you have a backup of the data that was on the laptop? What if your employees are accessing your information from a coffee shop Wi-Fi? How do you know if your clients and business are protected?

Lastly, your security and recovery plan should consider how you would handle the most likely losses. For instance, if the computer that holds all your sales information crashes, you should probably have a plan to immediately restore that information from a backup. Where is the backup tape or disk kept? Who has access to it and most importantly, who knows how to restore a backup? If you office is flooded, how quickly can you relocate? Can some employees work from home or other remote locations temporarily? If client information is stolen, do you have a way to contact them?

Most small business owners likely have taken first steps like purchasing insurance and putting locks on the front door. Unfortunately, few have taken the time to really understand the potential risks to their business.

Taking the time now to at least put together an informal plan will go a long way in the event of a real disaster or other loss. Even the best planning obviously wont protect against all disasters but it can certainly lessen the impact to your business once one occurs.

Aubrey Jones is President and founder of Riverbank Consulting, Inc. Since 1996 he has worked to protect internet banking clients for one of the top US financial institutions including serving as a Risk Manager.

You may have spent quite a bit of time designing your web site and writing the copy for it, or you may have spent quite a bit of money and had it all done by a professional designer and copywriter.

But there are about 4 billion websites on the internet. Thats a lot of competition for your site, so how do you get people to actually read your copy? There have been several interesting studies about website reading patterns and usability. Theyre referenced at the bottom of this article.

Website users generally leave a site that takes longer than 7 seconds to load, and the average visit length is just over 1 minute. So assuming your site loads in less than 7 seconds, you have on average, one minute to convince your visitor to stay. And how do you get them to stay? The answer is simple: content, content, content.

But it takes an average of 5 to 7 visits in order to get people to buy your product or service, so how do you get them to come back? By changing your content on a regular basis. Delete text, add text. Add whole pages from time to time, and consider splitting long pages into two.

According to research, content in and of itself is not enough. There are several factors to consider when building a superior web site. Several studies tell us how to improve any web site.

How Viewers Read Web Sites
Would it surprise you to know that most web site users wont really read your web site? Thats what Jakob Nielsen and John Morkes found in a 1997 study. What they found is that 79% will scan your web site, and only 16% read it word for word. Their recommendations are to use scannable text by using:

Highlighted words
Meaningful sub-headings
Bulleted lists
One idea per paragraph
Inverted pyramid style
Half the word count of conventional writing

Lets look at what the W3school says too. Their article Web Site Design confirms that users scan rather than read, leaving in a few seconds if they dont feel theyve found what theyre looking for. The W3school suggests using short sentences and paragraphs, and breaking up excess information into different pages.

Lets talk for a moment about the inverted pyramid style because thats probably the only term you may not have heard before. Remember the papers you used to have to write in high school or for university?

Typical they start with an introduction, then move to background information and discussion, then to findings and finally to a conclusion and recommendations. All that means you have to read a lot of information before you reach a conclusion and recommendations

What Nielsen and Morkes are suggesting is to invert the pyramid.

You could write your web site as a variation of the inverted pyramid by writing a summary first, and adding detail after the summary. Most people dont scroll, but writing your web site inverted pyramid style just might convince them to.

How Writing Style Affects Readability
Nielsen and Morkes measured the effect of different styles of writing on five versions of the same website. A site with promotional copywriting was the control version, and each of the other four sites used one of the following versions and had the following improvement in per cent according to their test readers:

Concise version with about half the word count as the control: 58%
Scannable layout with the same text as the control but easily scanned: 47%
Objective language using neutral rather than subjective, boastful or exaggerated language: 27%
Combined version using all three: 124%

Tracking Their Eye Movements
In 2003 and 2004 Eyetrack completed a study called Eyetrack III. Their study was for news-type sites, but what they found will also help us structure our small business web site. The study found their users followed our left-to-right Western Culture, first noticing the top left of the page, hover there for a bit, and then moving downward in a z-like pattern to examine the rest of the page, and finally moving back up the page to the upper right.

The study found that the eye pauses and reads the first few words of a dominant headline first, especially when that headline is in the upper left and sometimes the upper right. Readers will usually stop reading at five headlines regardless of the number used, but an unusual keyword will often get people to pause. Curiously, they also found that smaller type encourages reading while larger type encourages scanning.

Are You Credible?
Nielsen and Morkes found that web site users look for credibility in various ways, and suggest credibility is increased by high-quality graphics, good writing and using outbound links.

The internet was originally intended for information, and it remains that way to this day. Over the years, several people have tried experimenting with website copywriting. What they consistently found was that users did not want to see hard sell types of copywriting.

Nielsen and Morkes confirmed that theory in their article as well. They found that web site users want to get straight facts and that credibility suffers when users feel claims are exaggerated.
An interesting study on web site credibility is How Do People Evaluate a Web Site’s Credibility? by B.J. Fogg Ph.D, Cathy Soohoo, David Danielson for Consumer Webwatch.. They studied 10 sites in each of 10 categories, with almost 2700 participants evaluating the websites.
They showed the results of 18 comments on credibility. These are the top 10:

Design look: 46.1%
Information designstructureorganization and ease of navigation: 28.5%
Information focusbreadth and depth: 25.1%
Company motiveadmirable motive vs strictly commercial: 15.5%
Information usefulness: 14.8%
Information accuracy: 14.3%
Name recognition and reputation: 14.1%
Advertisingdislike of pop ups, positive use of advertising: 13.8%
Information biascommented on positively and negatively: 11.6%
Writing tonestraightforward friendly tone boosts credibility: 9%

What Does All This Mean for You?
Content may be king, but design has a strong influence on credibility. Your design should be professional, organized, consistent, and easy to navigate. Pages should load within seven seconds or you might lose visitors, so use a small number of quality, optimized graphics, and keep your page content down to two, or at the most three MS Word pages.

Your readers eye first stops at the top left quadrant, so thats a good spot for your logo and company name.

And, a headline in the top left quadrant is very important to keeping your reader on your page for longer than a minute, so consider a headline just under your logo. Consider that the first three words of your opening headline are the most important, and straightforward headlines are better than cute, ambiguous ones.

As to the content itself, are you really a good writer? If youre not, you might want to hire a professional to write your web pages for you. If you are, use a concise, scannable, and objective writing style to maximize your web site readability. Aim for a straightforward and friendly tone and write useful, accurate information with both breadth and depth.

When youre finished, put it aside for a day or two, and then edit what you wrote. Dot all the is and cross all those ts. Check spelling and punctuation. And then take another good look at what youve written and remove any hard sell. It has its uses, but it just doesnt seem to work on the net.

Works cited in this article:

How Users Read on the Web by Jakob Nielsen and John Morkes, 1997, http:www.useit.comalertbox9719a.html

The Best of Eyetrack III: What We Saw When We Looked Through Their Eyes Steve Outing and Laura Ruel, 2003 and 2004 http:poynterextra.orgeyetrack2004main.htm

How Do People Evaluate a Web Site’s Credibility? by B.J. Fogg Ph.D, Cathy Soohoo, David Danielson for Consumer Webwatch. http:www.consumerwebwatch.orgdynamicweb-credibility-reports-evaluate-abstract.cfm

Web Site Design W3Schools http:www.w3schools.comsitesite_design.asp