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Desiree Ashton

doing the legwork, so you don't have to

Tag Archives: administration

World in HandFor most people, confidentiality will be central to being able to delegate confidently and effectively to virtual support.  In a standard office set-up this will normally be covered by a contract and supported by the fact that your staff work on site and use equipment which belongs to and is protected by your business.   For a start, sourcing virtual support ‘feels’ different and the sometimes ‘vague’ nature of the arrangement can make people feel unsure as to how much or how little information they should be sharing with their assistant.

 

In my experience as a VA, I have generally always worked within the terms of a Confidentiality Agreement or Non Disclosure Agreement which has been issued to me by my client.   This is something which has been established at the outset of our discussions and allows both of us to discuss business in confidence.  At the same time, it is important to note that, as an assistant, I generally only ever have a limited or partial view of my client’s business and the ‘bigger picture’ is only built up over time. Business-critical tasks remain, as standard, with your permanent staff, or indeed with you.  Your assistant will be assigned to time-bound, project-specific tasks only.

Nevertheless, there may be times when you will be aware that your assistant will build knowledge of or gain access to information which you might regard as being of a sensitive nature and you would prefer this to remain confidential.  This may include research regarding a new product or service you are looking to offer, data relating to your customer base or even information detailing how you calculate your table of fees.  For this reason, I would always recommend satisfying your requirements for confidentiality at the outset. It establishes your dealings with your assistant as a professional undertaking and sets a solid framework from which more detailed discussions can begin.

In addition to putting a formal Agreement in place, there are several aspects of general house-keeping which will promote best practice:

  • Set up credit accounts with relevant suppliers:  If the tasks you are looking to out-source will involve regularly buying stationery supplies / printing of documents, setting up limited credit accounts with these suppliers will ensure you are sent copy invoices and can keep track of activities.
  • Use separate credit cards:  Some out-sourcing may involve taking care of travel arrangements on your behalf.  If you are sharing such details with your assistant, use a separate business credit card with a set limit.
  • Usernames and passwords:  Where possible, create new usernames and passwords for your assistant.   Sharing yours could cause confusion in the longer term.
  • Shredding of sensitive documents:  At times, you may require your assistant to work with some hard-copy information.   If you feel this is of a sensitive nature, specify how you would like them to handle this information and request that it be returned to you for shredding post-use.

Finally, if you have concerns around a particular project, try breaking it down into parent and sub-tasks and map it out.  This will help you identify which specific aspect is causing concern.  If this element can be eliminated from the task, do this and hand over the remainder.  If this element is central to the task, think through what could be done to make you feel more comfortable.  This may include asking your assistant to work on-site for the duration of this specific element of the task.

The key thing to remember is that this process is about making life easier for you and allowing you to spend time on the tasks which bring the real money into the business.  Spending a little time thinking through the practicalities of elements such as confidentiality will help ensure you get the most out of your virtual support and allow you to reap the dividends  of this relationship from the very beginning.

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Outsourcing

Out-source your admin, move your business forward….

This sounds simple, and for those who have a positive experience of out-sourcing, this flexible way of working can indeed reap benefits.  Recent years have seen a veritable explosion of professional services specifically designed to help small businesses develop and grow, and virtual admin support services are just one of them.   Delegating time-consuming tasks has helped business owners free up  time, allowing them to work on tasks which directly feed their bottom line.   They have been able to spend time on the business, rather than in it.

However, for small businesses who are new to the concept of virtual out-sourcing, the move away from the more traditional set-up can sound daunting.  How do you manage someone who is not on-site?  How do you monitor and control their work?

These concerns are understandable.  As with any business transaction, it’s worth giving the matter some thought.   Based on my own experience of out-sourcing that works, here are some key points for consideration:

  1. Start small – what small, basic tasks collectively take up a lot of your time?  These could range from document formatting to proof-reading, maintaining /updating spreadsheets or carrying out research and preparing background papers.  How many of these could be carried out by someone else?  Can you delegate these in part, allowing you to monitor quality and progress, while you build confidence in the service being supplied to you?
  2. Identify niche tasks – these will be tasks which require a degree of specialist knowledge, such as book-keeping, marketing, lead generation,  social media management, website content.  Others will ideally require previous experience, such as medical or legal secretary, property management, financial services administration.   Certain virtual assistants have specific backgrounds which afford them a good level of insight into what you might require of them.  What, if any, specialist knowledge or experience do you require your out-sourced support to have?
  3. Establish confidentiality – be clear about how much information pertaining to your business might be shared with your out-sourced support and if this is business-sensitive, consider issuing a Non Disclosure or Confidentiality Agreement to cover this.  Most virtual assistants will be familiar with these and will be comfortable working within them.
  4. Location – remote support does not necessarily mean ‘miles away’, it can mean ’round the corner’.   In fact, working with virtual support that you can physically meet can allow you to get to know them better and, in the fullness of time, allow for information to be handed over in person or for you to work on a project in tandem.  Ask around within your extended network.  You might be surprised to find out that the out-sourced skills you need are already on your door-step.

Every business is different and only you will know what other questions you might have around out-sourcing.   As the practice of using virtual assistants gathers pace, there are a growing number of articles online about the ins and outs of out-sourcing.  This one, from Bizhelp24 is one which I find well-written:   http://www.bizhelp24.com/law/employment-law/using-a-virtual-assistant.html

The golden rule with out-sourcing is a simple one:  the clearer you are about what you want, the more likely you are to get what you need.

Good luck!

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