connection The WK&T
March/April 2012
P u b l i s h e d f o r t h e m e m b e r s o f We s t Ke n t u c k y & Te n n e s s e e Te l e c o m m u n i c a t i o n s C o o p e r a t i ve
Fighting Fire with Fiber
Cunningham Fire Department depends on high-speed broadband New team members
Tips to make you a
Yorkville business specializes in
Committed to Serve
Wi-Fi Wizard
Wound Care
Connection | WK&T Telecommunications Cooperative Vol. 4, No. 2 • MAR/APR 2012
connection The WK&T
is published by West Kentucky and Tennessee Telecommunications Cooperative, © 2012. It is distributed without charge to all members of the Cooperative.
is your cooperative serving West Kentucky and Northwest Tennessee across more than 15,000 access lines. The company is dedicated to using technology to keep its members connected through local and long distance calling, high-speed Internet, digital television and beyond.
Board of TRUSTEES Tony Goodman President Jerry Holloway Vice President Beverly Taylor Secretary/Treasurer Bob Barnett Jeff Davis Algene Goatley Joe Thompson Delbert Newsome Jerry Stephenson Ricky Littleton Send correspondence and address corrections to: WK&T Telecommunications Cooperative P.O. Box 649 237 North 8th Street Mayfield, Kentucky 42066 Telephone: 877-954-8748 www.wktelecom.coop On the Cover: L to R: Firefighters David Wilkerson, Larry Fraser, Roger Reeves and Chief Dan Bowles of the Cunningham Fire Department. (See story on Page 4)
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Celebrating our loyal customers with quality service
W
hen we turn the calendar to April, we see Easter, April Fools’ Day and the opening of the baseball season. What’s left off most people’s calendars though is that April is International Customer Loyalty Month. This is a great opportunity to thank you for being loyal customers and to tell you about our efforts to improve the ways we serve you. Customer service is something we pride ourselves in at WK&T, and loyal customers like you are very important to us. When I think of what great service looks like, I think of our customer service representatives who take phone calls or greet customers at our Technology Stores. I think of our tech support folks helping members get their equipment set up and working properly. I think of our installers and technicians who strive to be prompt and courteous while meeting our members’ needs. Great customer service doesn’t just happen. We look for employees who genuinely care about people and have a desire to serve the public. We invest in training, making sure they have the tools and knowledge to do their jobs correctly and efficiently. And we remind ourselves all along that we are not just serving customers — we are serving our members and owners. That’s what makes a cooperative special. I always love hearing from members about their experiences with our team. Some of my favorite stories come from former customers who have moved out of WK&T’s service area but can’t wait to get back. They say they didn’t realize what a high level of service we provide until they had something else to compare it to. This entire issue is really all about service. On Page 4 we look at how WK&T’s broadband service helps a local fire department
serve and protect the residents of Cunningham. On Page 6, we show you how to set up a Wi-Fi network to get the most out of your wireless devices. We also introduce four people on the front lines of customer service with our team of account representatives. These employees, featured on Page 3, provide a new avenue for us to serve you through free consultations and fast, personal responses. I hope you will take time to read the profile of a wound care company in Yorkville that uses our broadband to provide excellent service to its customers around the country. My favorite part of that story is where entrepreneur Susan Davis talks about her relationship with WK&T. She says that in all of her dealings with WK&T, employees have taken an interest in helping her business and are “genuinely concerned” with serving her. That’s the kind of service that makes it easy for our members to stay loyal. We want every member to personally experience our commitment to customer service — not just in the pages of this magazine but in dealing with our staff every day. So remember, while April may be the official month to celebrate customer loyalty, we want you to know that at WK&T we work hard to serve you and to show we appreciate you year-round.
Trevor Bonnstetter is CEO of WK&T Telecommunications Cooperative
WK&T Telecommunications Cooperative | Connection
Account representatives
ready to serve
While all of WK&T’s employees are committed to excellent customer service, no one embodies outstanding customer care better than our account representatives. “We bring WK&T directly to the customer,” says Sarah Yager, one of the representatives. The team specializes in home security, phone service, broadband and WK&T’s television offerings. They offer free consultations to see which of those services best meets a potential member’s needs. “I think that’s what we offer that our competitors can’t,” says WK&T’s marketing manager Michael Lee. “This team is committed to that personal interaction with our members.” Above the specific product specialties, the team’s main area of expertise is serving customers. Combined, the four women on the team have 65 years of customer service experience. “It’s a really big plus for the members to have someone who will listen and understand their needs,” said team member Patty Redmon. Lisa Wilson said providing excellent service means investing time in getting to know her customers. “They’re our neighbors and our friends,” Wilson says. “One member told me, ‘This is why I do business with you guys. I know when I do business with this local company, I know who I’m dealing with and I’m helping our local economy.’ ” This year, the account representatives are doing even more to reach out to members by refocusing on service. Amanda England said she and her teammates are ready and eager to get going. “We’re excited about taking customer service to a new level,” she says.
New members to the HD team! Just in time for baseball season, WK&T is adding two new heavy hitters to our lineup. Beginning this spring, television subscribers will receive Fox Sports South in HD on Channel 778, and St. Louis Cardinals games in HD on Channel 779.
Patty Redmon 270-970-0468
Fancy Farm, Lowes, West Plains, Lynn Grove and Yorkville
Amanda England 270-970-7177 Fairdealing, Hardin, Farmington, Sedalia and Cypress
Sarah Yager 270-519-7385
New Concord, Hazel, South Hazel, Puryear and Cunningham
Lisa Wilson 270-705-4881
Wingo, Lynnville, Folsomdale, Kirksey and Cottage Grove
778 Fox Sports South HD 779 Fox Sports South Plus HD
St. Louis Cardinals Games
March/April 2012 |
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Connection | WK&T Telecommunications Cooperative
Power of Fiber:
Fighting fire with fiber
Broadband helps Cunningham Fire Department grow
W
hen most people do their cyber shopping, they’re hunting for deals on books, music or vintage collectibles. But when the Cunningham Fire Department went perusing through online stores they were looking for something a little bigger — a $159,000 water tanker truck. “That was the biggest thing I’d ever shopped for,” says Fire Chief Dan Bowles. Once they found a company to build the truck, they were even able to keep up with the fabrication work by watching the progress through the builder’s webcam. That kind of resourcefulness and innovative thinking, coupled with access to top-of-the-line broadband service from WK&T, have helped the Cunningham crew become one of Western Kentucky’s best-equipped volunteer fire departments. One of the ways the department has grown is through federal and state grants. Administrators in the department say they use WK&T’s broadband to research and apply for the funding. When they’ve received grants, they’ve used their highspeed connection to post the data and reports required by the granting agencies. “It gets into a lot of statistics,” Bowles says. On a more routine basis, firefighters use broadband to do everything from filing fire reports and photos of damage to monitoring dangerous weather situations. A high-speed connection also allows them to share their reports and fire records with other agencies.
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(L to R) Firefighters David Wilkerson, Larry Fraser, Roger Reeves and Chief Dan Bowles of the Cunningham Fire Department.
Training for the future
Broadband is a major asset to the department when it comes time for training. Each firefighter must complete 20 hours of documented training each year. Initially, Bowles only used WK&T’s broadband to submit his crew’s training reports, but now the department participates in online classes and watches training videos. “You can have a trainer in Frankfort that’s teaching a training class here,” said firefighter Larry Fraser. In the future, Bowles sees fiber and other new technologies continuing to help the department do its job better and keep the community safe. “It’s an unlimited field out there as to what we can do,” the chief says. Soon, Bowles hopes to have a system where he can log on from an office computer and send text messages to the volunteers telling them where a fire is. “You
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can look at your phone and it will tell you where to go,” Bowles says. Whatever comes next, WK&T Marketing Manager Michael Lee says WK&T will be there to help. “Our fiber network is all about connecting our communities,” he says, “and we’re just beginning to see all the ways our members will put this technology to use.” Bowles agrees. “There are so many possibilities,” the chief says. WK&T shares a common philosophy with the fire department. “On the surface, what we do may be very different,” Lee says. “They fight fires and we provide telephone, Internet, television and security services. But we both look at our missions the same way — people in our rural communities deserve the same excellent service they should expect no matter where they live. And we are committed to delivering that level of service.”
You can have a trainer in Frankfort that’s teaching a training class here. 4
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— Cunningham Firefighter Larry Fraser
WK&T Telecommunications Cooperative | Connection
Shipping Central: Jane Brown (left) and Jackie Scott pack boxes of bandages and dressings to send to customers.
Wound Work:
Yorkville business uses broadband to reach customers around the nation
S
usan Davis doesn’t have to look very far to see what a broadband connection can do. The inventory, employees and building that make up her Wound Care Resources (WCR) distribution business in Yorkville, Tenn. are all possible because of her WK&T high-speed Internet service. “We could not function without broadband,” Davis says. “Had this not been accessible, I could not have brought my business here.” Wound Care provides dressings, bandages, creams and other products to treat chronic wounds such as those caused from diabetes. Purchase orders from their customers stream in over high-speed lines every day. Each night, the computer system uses those same lines to back up its files to remote servers. After opening in 2006, WCR has been shipping nationwide for the past two years. They have sent supplies everywhere
from small clinics and individual families to giant medical centers like Johns Hopkins Hospital. “You name it and we’ve shipped there,” Davis says. And those shipments mean 14 jobs that wouldn’t be in Yorkville if the town was still on dial-up connections. “We couldn’t live without our computer network because it is our lifeline,” Davis says. Broadband technology enables Davis to interact with businesses and individuals across the country while still enjoying the small town life she loves. Her father is from Yorkville, but the family moved away and did not return until Davis was a teenager. Now she has put down roots and does not plan on going anywhere. Thanks to her broadband connection, she doesn’t have to. The service allows her to connect with customers and their insurance providers. “Insurance doesn’t talk to you on the phone, they want it online,” she says.
Entrepreneur Susan Davis says WK&T’s broadband enables more than a dozen jobs to remain in Yorkville
But broadband is not the only service Davis relies on from WK&T. She also has security monitoring and a toll-free phone number. In all of her dealings with WK&T, the staff members have taken a real interest in making her business run better. “They’re genuinely concerned,” she says. WK&T CEO Trevor Bonnstetter says he believes WK&T’s expanding fiber network will enable even more businesses to thrive in the rural communities of West Kentucky and Tennessee. “Susan Davis is a great example of an entrepreneur using WK&T’s services to operate a successful business while enjoying a rural lifestyle with her family,” he says. “One of the reasons WK&T is building a fiber network is so businesses like Wound Care Resources can create jobs and allow families to stay in the communities we serve.”
March/April 2012 |
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Connection | WK&T Telecommunications Cooperative
Is your home connected?
Set up a Wi-Fi network and share your broadband Internet connection with all your enabled devices
W
hen beautiful spring days are in full bloom, who wants their favorite devices to be stuck inside tethered to a modem? A Wi-Fi network can allow you to take your laptop onto the patio, stream music to your MP3 player while you mow the grass or download new books to your e-reader without getting up from the porch swing. By following a few simple tips, you can set up your own Wi-Fi network and get the most out of your gadgets and your WK&T Internet connection.
Why Wi-Fi?
Wireless networks have always been convenient for laptop users, but now more and more products are designed to access the Internet through Wi-Fi. These include televisions and printers, of course, but also less obvious devices such as bathroom scales and toy helicopters. Once you set up your home network, you can enjoy the full functionality of all your Wi-Fi enabled devices — along with whatever new gadgets are coming next. Imagine doing Internet research and printing documents using your laptop — all from the comfort of your couch. What about playing video games online with friends across the state or around the world? A wireless network, coupled with the power of a WK&T broadband connection, will even allow you to stream music, movies and television programming on your tablets, televisions or iPods. 6
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Build your network
Wi-Fi networks essentially have two components: the modem and the router. The modem is the gateway to the Internet and the router is where your devices connect to access that gateway. Some modems have Wi-Fi routers built in, while others are two separate pieces of equipment. But even if your router and modem are separate devices, the installation is fairly easy. Routers usually come with an installation CD that you will need to open on your main computer. Follow the on-screen prompts to get the network up and running.
Lock it up
The next step is setting up security to prevent unwanted users from logging onto your network. These freeloaders can slow down your connection speed by using up bandwidth or, worse, use your network for illegal purposes. Follow the instructions with your router’s software to enable security features like password protection and encryption. Store your password in a safe place, because you will need it to connect your devices to the wireless network. As an extra precaution, be sure the firewalls are activated on any computer you plan to connect to your Wi-Fi network.
Connect your devices
Once the network is up and secure, try connecting your devices. You will need
to enter your wireless password on each device you want to connect. Most computers and smartphones have an easily accessed network settings menu where the password can be entered. Televisions, Blu-ray players and game systems have similar menus, but you will also need to open programs like Pandora or Netflix and follow a few more steps to link the apps with your account. Wirelessenabled printers can be a little tricky, so follow your printer’s instructions carefully to properly configure the settings.
Need more range?
Companies like Cisco and Netgear offer Wi-Fi extenders that can push service to outbuildings or distant rooms in large homes. The units, which generally sell for between $60 and $100, are easily installed within your existing wireless area to extend your connection to sections of your home that the original router cannot reach. A wireless network can greatly enhance the benefit you receive from your WK&T broadband Internet connection. For additional help setting up a Wi-Fi connection in your home (or business), contact WK&T’s tech support at 1-888-8978521.
For more tips like this, visit
www.wktconnection.com
WK&T Telecommunications Cooperative | Connection
Cheese please!
Sandwiches, pasta and dip work in Havarti, Swiss and more Buffalo Chicken Dip
Jazzy Roast Beef Sandwiches
1 large can of chicken (drained) 2 packages of cream cheese (softened) 2 cups of shredded cheese 1/2 cup of ranch dressing Louisiana Hot Sauce
Hawaiian sandwich rolls apricot preserves mayonnaise Dijon mustard roast beef sliced Havarti cheese
Directions: Preheat oven to 350°. In an oven-safe dish, mix chicken and cream cheese until smooth. Add the ranch dressing, 1 cup of shredded cheese, and Louisiana Hot Sauce to your liking. Bake in oven for 15 minutes. Remove, and add remaining shredded cheese and additional hot sauce. Bake for 10 more minutes. Serve with dipping chips and enjoy!
Directions: Preheat oven to 350°. Spread one side of rolls with apricot preserves. Spread the other side with an equal mixture of mayonnaise and Dijon mustard. Layer the rolls with roast beef and sliced cheese. Bake open-faced for 15 minutes or until cheese is melted. When cool enough to touch put the sandwiches together and serve!
Submitted by: Susan Walker & Becky Scott (Yorkville Office)
Submitted by: Shae Copeland (Customer Service)
Ham & Swiss Penne Pasta Submitted by: Jim Stokes (Financial Controller) 1 1 1 1 10 1 4
pound Penne pasta stick of butter teaspoon minced garlic cup heavy cream ounces shaved ham, diced package frozen baby green peas (steam in bag, cooked) ounces Swiss cheese, shredded or diced
Directions: Cook pasta to package directions. While pasta is draining, sauté garlic in butter over medium high heat until slightly golden. Add cream, stirring until it begins to thicken. Add drained pasta and cheese, tossing to coat evenly. Add diced ham and green peas and toss to combine. Enjoy warm or chilled.
Want to be a featured cook? along with three to four recipes, Send your name, address and phone number, free to tie recipes to a specific and you could be chosen as a featured cook. Feel n to: holiday, event or theme. Send your informatio
WK&T Attn: Michael Lee P.O. Box 649 Mayfield, Kentucky 42066 or email to: mlee@wk.net
March/April 2012 |
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West Kentucky & Tennessee Telecommunications Cooperative 237 N. 8th Street Mayfield, KY 42066
Security isn’t about panels and buttons and sensors. It’s about giving your family sweet dreams.
Premium Security Kit FREE installation
with 3-year service agreement
only
$
149
Already have a security system? Switch to WK&T Security and receive 3 months FREE monitoring (3-year service agreement required)
Contact WK&T Security for a free, no obligation consultation.
We also offer... Medical Alert and Small Business Security Services
877-954-8748 | www.wktelecom.coop