/March_2011

REAL ADMIN NEWS FOR REAL ADMIN WORKERS

March 2011

THE ADMIN REPORT

THE ADMIN REPORT WELCOME NOTE Welcome to the official newsletter written by admin workers for admin workers every-where.

Each month there will be different articles based on topics and issues that are relevant to you and if you would like to submit any This newsletter discusses articles or express any the admin world, office issues or opinions let me issues, and any other office know so I can submit them related topics specifically into this newsletter. written for administration workers, virtual assistants, This month I will be clerical officers, office focussing on Mind managers, receptionists Mapping, Customer and any other admin Service Part 1, Virtual based profession.

Worlds, Top 10 Apps for iPad/iPod & iPhone and many more articles that

hopefully you will find interesting and informative.

To contact me for any comments you have on any articles or topic submissions, please don’t hesitate to contact me: reneech@westnet.com.au Enjoy

☺

Renee Chapman The Admin Chick www.theadminchick.com.au

For article submission or comments, contact Renee at reneech@westnet.com.au

In this Issue: Welcome Note Map Your Mind Virtual Worlds Top 10 Apple Apps • Upcoming Events • Customer Service - Part 1 • • • •

THE ADMIN REPORT March 2011

Map Your Mind!

I don’t know about you but I always need to write things down so that I can remember them later. My partner told me about a software package that he stumbled upon at work and thought of me instantly.

Mind-Mapping!I So what is a mind map and how do you use one?

Mind maps work very similar to your brain and memory functions, so they’re easy to use and information is presented in a way that is logical and easier to remember.

It’s a great way of organising your thoughts, especially when you have a lot on your mind. Essentially you write down a specific topic or issue and break it down again into smaller aspects of the issue. You can use colour to distinguish between different aspects of that topic and a Mind Map gives you the whole story provided in one picture. It can be used for problem solving, learning, thinking, organising & communicating all types of different issues you may be thinking about.

First you need to gather all your ideas or information, select the topic of the mind map, start at the centre of a blank page or new screen, add the main ideas of the issue, etc and then from the main ideas, branch out into the small aspects of the idea.

There are plenty of software programs paid and free that you use to create a mind map or you can make your own with pencil & paper like the example below.

Personally I use NovaMind ($50.00) & MindNode Pro ($23.99)as I find them easy to use, relatively cheap and I use a lot of mind maps!!

FreeMind is one of the most popular free mind mapping applications out there. As well as MindNode Free, which are both very good to work with.

Virtual Worlds If you haven’t heard of working virtually or things like virtual machines, cloud computing, or virtual offices, then here are some of the basics that you might want to know.

Working virtually - A Virtual Assistant is defined as a home based worker who does the majority of their work at their own office either at home or in a location of their choice. They work online by using the internet & internet based software, email accounts, online fax machine programs, and video-conferencing software. They communicate to clients & each other through email, Instant Messenger (Skype,MSN), websites, post, fax, or internet networks.

Virtual Machine - A virtual machine is an operating system that works inside another operating system. For example I have a Macbook Air and installed a program called VMWare Fusion. Where I can do work either in Mac, Windows or Linux. VMWare allows you to install another operating system like Windows, Mac or Linux onto your

computer so you can use either of them.

Cloud Computing - are servers that are on the internet where you can either store files, access emails or create documents without having to store them onto a hard drive, for example Dropbox allows you to store files on the cloud and you can access these files either on the website or on your computer, GMail & Google Docs allow you access your emails, or files from within their cloud and store them securely.

Virtual Offices - are offices that you can hire from companies such as ServCorp.

They have packages where you can rent an actual office & use for business stationery, you can get a phone number & receptionist to answer your calls, then relay them back to you while you’re away. It’s essentially a service to run a business without a physical office space.

The way of the future is using cloud computing, virtual offices and virtual assistants!

For article submission or comments, contact Renee at reneech@westnet.com.au

THE ADMIN REPORT March 2011

With easy, secure integration into business environments and a robust platform for app development, iPad is ready to start working when you are.

Top 10 Apps for Admin Workers The iPad, iPhone & iPod Touch has blown away the competition in regards to mobility in the workplace. I myself am totally star struck by the iPad and use mine every single day for business, work, personal life and every thing else in between. I have thousands of apps for both my iPad and iPod Touch that I thought I would put a list together of the Top Ten Apps that work on both the iPad and iPod/iPhone. Free & Paid.

So without further or do here is my Top Ten List in no particular order, that would be really useful for all admin workers out there.

PAID Apps for iPad/iPod/iPhone 1.Documents to Go 2.Time Master Billing 3.Pocket Resume 4.Shifty 5.Desktop Connect 6.Sorted 7.MSecure Password 8.My Hours 9.Conference Pad 10.Pay Record

$19.99 $12.99 $3.99 $9.99 $17.99 $1.19 $5.99 $2.49 $5.99 $2.49

FREE Apps for iPad/iPhone/iPod 1.Australia Post 2.Quick Voice Recorder 3.OfficeWorks - latest catalogue of supplies 4.Easybooks - Book-keeping 5.Evernote - Note Taking 6.Team Viewer - Access another computer 7.My Work Time Free - Track your work hours 8.Easy Note + To Do - To Do List & Notes 9.Go To Meeting - Join or host an online meeting 10.Dropbox - online storage for files 11.While We Were Meeting - meeting software Now I know there a lot of fantastic apps out there many of which are more than likely better than the ones I have listed here but these apps work with all Apple Devices and it’s hard to find some apps that work with both iPad and/or iPhones.

In the next issue I will list the top 20 Free & Paid iPad Apps of all time so stay tuned!

Up Coming Events * Harmony Day - 21 April Let’s band together and celebrate our cultural diversity. We wouldn’t have such a wonderful country to live in if it wasn’t because of the diverse multiculturalism in Australia. For more info go to www.harmony.gov.au

* Easter - 22 April It’s that time of year again where the Easter Bunny (or in Australia, the Easter Bilby) is let loose again and we all splurge out and eat as many chocolate eggs as we can. Less than a month away now, hope you’re all ready.

For article submission or comments, contact Renee at reneech@westnet.com.au

THE ADMIN REPORT March 2011

Customer Service

Part 1 - Active Listening Active Listening is one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.

We listen to obtain information, to understand, get enjoyment and to learn.

Given all this listening we do, you would think we'd be good at it! However many people take listening skills for granted and confuse hearing for listening; it’s not the same thing.

In order to actively listen to a customer or client you have to understand the issue or problem they have, evaluate the options for that person, make the best choice for both parties and follow up with the client to see if that option has worked. Put simply, It comes down to body language, eye contact, avoiding distractions, asking questions, paraphrasing to make it as clear as possible, making it personally your responsibility to follow up with the client to find out what the outcome was and if they were happy with it and making that client or customer feel as if you are really giving them your full attention at that specific time and place. While also putting yourself in their shoes to really feel what that person is feeling at the moment.

Active listening comes in very handy for dealing with difficult clients (which I will talk about more in the next issue), problem solving, dealing with complaints, and a whole range of other emotionally challenging situations.

Body Language - Making eye contact is essential, although over the phone it’s obviously very hard to do. The majority of

people don’t think we’re are listening to them unless we’re looking at them. Also, you may need to give visual clues such as a nod of the head or an agreeing ‘yes’ or ‘mmm’ etc to let the person know you’re genuinely listening.

Avoid Distractions - Turn the radio off, stop shuffling through your paperwork. This is the clients’ time and you must take an interest in what they are saying or asking as it could be important to the business or the company.

Don’t Interrupt or Judge - Let the person finish what they are saying and wait for a pause if you want or need to reply. Much of the time we fall into the trap of selective hearing and only pay attention to what we want to hear, so don’t judge the person before you have heard what they have to say.

Ask Questions - In order to clarify exactly what the key issue or question is try asking a few questions to the client/customer to make sure you are truly understanding what they are asking.

Paraphrasing - Try to summarise what the key issues/ questions are by saying something like this “What I hear you saying is....” “Do you mean...” This makes sure you are listening and lets the other person know that you are.

Follow Up - If you have a solution for the client/customer and they return at a later date then make sure you ask them what the outcome was, or phone or email back to find out.

This will make the client feel that you are a great customer service officer as you have taken the time to reply back. Clients and customers always like to have a good experience when dealing with other companies or businesses and if you can put a few of these into practice they will be your best advocates.

“Many people take listening skills for granted and confuse hearing with listening; it’s not the same thing!”

In our next issue: Event Management Book-keeping Woes Top 20 iPad Apps Customer Service Part 2 - Dealing with Difficult Clients • Upcoming Events • Who Is? • • • •

So Stay tuned for your free copy of The Admin Report

For article submission or comments, contact Renee at reneech@westnet.com.au