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Oct
16
2013
To Better Assist You, Please Hold Debbie Vaught

I am amazed how often our customers are surprised to reach a real person on the first ring when calling AccuConference.

In this automatic world we live in, the "To better assist you, press 1 for billing, press 2 for account information, press 3 for sales, etc." is fooling no one. If you have to think about what button you fall into, your needs have already been minimized. It is especially cumbersome when you have to press * to repeat the options again.

Technology upgraded and offered us voice recognition "to better assist you." Well my mother was born and raised in Portugal. She does not have the ability to form the T-H (THA) sound. Voice recognition technology "assists" her into eventually yelling, with her heavy accent, the number TREE, TREE, TREE and then hearing "We’re sorry, but we did not recognize your response."

When a customer reaches out by phone, having an automated system that does not guide them properly can make the first, second, third…impression one that is remembered, but remembered poorly.

With most automated systems, if you continuously press 0 enough you may get lucky and get an operator to assist. But, those systems are catching on to this workaround and now you hear, "We’re sorry, but that is not a number we recognize." And worse, is when you choose a number that is not recognized and you hear the words "Goodbye"!

Unless you are the only game in town, then keeping the human spirit as your greeting is still a priority. At least it is here. When the company started in 2002, answering the phone on the first ring with a real human was a top priority, and it still is. At AccuConference, we answer the phone without making you wait.

This post was written by Debbie Vaught, an account manager here at AccuConference. 

Oct
15
2013
Writing a Meeting Agenda Maranda Gibson

An agenda is an important part of any large meeting running smoothly. When dealing with multiple speakers or parties on a conference call, assigning specific time increments to each speaker or Q&A session will keep everyone on track.

When I think of something that needs an agenda, I think of a large event that has multiple speakers and subject matters. An agenda, in my opinion, is to let me know who's speaking, how long they will have the floor, and give the main idea of what information they are going to present.

What makes an effective agenda?

Pick a type of agenda. Did you know there is more than one kind of agenda? I didn't until I started doing research for this post. The most popular agenda is called a "common agenda". This kind of agenda will call the meeting to order, offering a reading of the agenda, and then call for business matters to begin. The second most popular is a "priority agenda". This agenda places items of business in order of importance so that the highest priority items are sure to be addressed. Those are just two of the most popular ones, but there are a lot of different ways to arrange an agenda.

How detailed will your agenda need to be? First, consider if your agenda is going to be sent to just speakers or if all attendees will get a copy. You also need to decide just how deeply you will break out the agenda. Do you need to list every speaker or subject matter? A good rule is to break out the agenda when you will have two (or more) speakers and / or two (or more) subject matters. If you’re doing a town hall type of conference where multiple speakers will weigh in on one topic, listing the speakers should be sufficient.

Have someone else look at it. Get a second pair of eyes on the agenda to make sure you didn't leave anything out or get your timezones mixed up. Since you’ll be sending out your agenda with your invitation (right?) you don’t want to have to update this document multiple times. Limit changes as much as you can, and letting a second person read over it will help.

Like most things when it comes to having successful conference and webinar events, the amount of time you spend planning will have a great effect on how attendees respond before, during, and after your conference is over.

Oct
10
2013
Five Ways Working Out Can Make You Feel Better Mary Williams

A couple months ago I won free personal training sessions. Well, my husband was actually the winner, but he graciously gave the personal training package to me because I’ve been wanting to get back in shape. Before I could even start my sessions, I had an initial interview with the personal trainer as well as a fitness assessment test. Talk about an eye opener. One part of the test was to jump rope for a minute. Seems easy enough, right? Well, if it’s been a few years since you’ve really done any exercise, it’s not as easy as you might think. I could only go 45 seconds before I had to stop. My heart was racing, my legs were burning, and I thought I was going to pass out. The fitness assessment gave me a reality check. I was really out of shape.

After the test, my personal trainer drew up my work out schedule and food management program. He likes to call it a "food management program" because "diet" sounds too restrictive to him. Now I’m about a month and a half into my personal training, and I can honestly say that I feel so much better in so many ways.

I’m Sleeping Better – Before I started working out, getting a good night’s sleep was nearly impossible unless I took a sleeping aid like Unisom. But if I did that, I usually woke up groggy and tired. It was always a struggle to get out of bed. Now, I find myself not needing a sleep aid as often as I used to. Working out helps me burn the energy I get from the food I eat during the day. In turn, that helps me sleep much better than before.

I’m Stronger – Even after just 6 weeks, my strength has significantly improved. Just the other day I was lifting several 30 pound boxes and didn’t feel too winded. If it was 6 weeks ago, that would have been a different story.

I’m Smarter – Ok, maybe my IQ didn’t rocket to genius level, but I can tell that my thoughts are more clear and concise and I’m able to problem solve more efficiently. I’m sure it goes along with being able to sleep better, too.

I’m Eating Better – Yes, every now and then I’ll cheat and have a slice of pizza or a reasonably sized bowl of fettuccine Alfredo. But for the most part, I’m eating more salads and veggies and have cut the carbs back as much as I can. Of course, I’m also a Type 1 Diabetic so I can’t cut back too much.

I’m Losing Weight and Inches – So far I haven’t dropped a lot of pounds, but I have lost a lot of inches. This means one thing. I’m gaining more muscle and becoming more toned. It’s true when experts say you can’t rely just on how much you weigh. If you’re losing inches around your waist, your hips, and your arms then you are on the right path to becoming more fit.

Of course, not everyone likes going to the gym. Some may see it as a trivial routine or a chore. But there are different ways to get your exercise in. Maranda Gibson kills two birds with one stone. “Getting exercise doesn’t always mean you have to leave the house. You can easily get your heart rate up by putting on your favorite songs and dancing around. As someone who is a neat freak at home, you can burn a good amount of calories by tackling those chores you’ve been putting off.”

David Byrd takes a different approach with his personal fitness that keeps it interesting. “Since starting ballroom dance, I have lost 20 pounds and had to buy all new pants (my old ones were too big). In addition, I sleep better and think better. The nice thing about dance is that it's not like going to the gym and having to do repetitive exercises for an hour. It keeps me interested, especially since I get bored quickly.”

Whether you’re on the elliptical, vigorously cleaning house, or perfecting your dance moves, the most important thing is that you’re being active. Find an activity that you enjoy and run with it (pun intended). Most likely you’ll feel better, have more energy, and contribute to a healthier lifestyle.

Oct
08
2013
How to Lead a Successful Conference Call Maranda Gibson

Leading a successful conference call isn’t just about getting a reliable conferencing service and calling into the conference. There are things that you have to do before it’s ever time to call into your conference to ensure that it will be successful. As a leader, it’s important that you do three things well before your next conference: pick a good date and time, get people to attend, and present compelling and thought provoking information.

Here are some tips from our e-book How to Plan, Setup, and Execute a Successful Webinar.

Pick the Right Date and Time

You’ll never be able to pick the perfect time for everyone but what we suggest is picking a time that is good for most of your participants. We’ve found that the most popular times are right before or after lunch (10 AM and 1 PM in respective timezones) and meetings held on Tuesdays or Thursdays get the best turnouts. Avoid Monday meetings unless you need to get everyone ready for the week.

Send a Better Email Invite

The easiest and most common method to achieve getting the word out about your meeting is to send an email blast or calendar item directly to participants. The problem with this is that your emails will often get buried in other requests and notifications. Make your subject lines quick and focus on the who, what, and when. A good example: Marketing Webinar Featuring Bob - The Greatest Marketer Ever.

Bonus: Use registration pages and know who is going to attend your event. You can also use the system to send out reminders so that people remember to attend your event.

Create Great Presentations

You can pick the most popular time of day and send out the greatest invitation known to the invite world but if you aren’t presenting something of worth then you won’t get people to stick around for very long. Content is what your participants came to the presentation for, but there’s a fine line between too much and not enough information on your slides. Keep the text to display to a minimum and use visuals to make your points. Remember the 10 / 20 / 30 rule from Guy Kawasaki - no more than ten total slides, twenty minutes of presenting, and thirty point font for your slides(to keep you from cramming too much information on a slide.)

Leading a conference call is more than just using the mute button when you should and sticking to your agenda. It’s about what you do to plan the call, how you get people to participate, and presenting information your audience wants to hear.

You can get more great webinar tips by downloading and reading our ebook.

Oct
03
2013
Facts About Aggressive Driving Maranda Gibson

Last week, while sitting at a red light beside a gas station, I noticed an ambulance turn on lights and sirens, then exit from the opposite side of the gas station. During rush hour traffic, the EMTs needed to get through a busy intersection - the one I was waiting to cross. As the light turned green, the ambulance weaved into the turn lane to go through the intersection, so I waited. The guy behind me did not appreciate my adherence to the law and proceeded to lay on his horn to rush me from the light, and then once we could cross he tailgated me and… well, lets just say he made a number of gestures at me.

Since I live in the second worst commute in the country, I’m used to aggressive drivers. After DFW was named the third worst area in the nation to drive in, I did some research and found some interesting tidbits about aggressive driving / "road rage".

  1. In 2008, there were 61,954 serious accidents on Texas highways.
  2. Aggressive driving is a traffic violation, and becomes a criminal offense once the drivers yell or gesture at each other.
  3. Ten states consider aggressive driving a class 2 misdemeanor.
  4. For every ten MPH you drive over 50 MPH, your risk of death or serious injury doubles.
  5. 60% of all accidents in 2009 were caused by aggressive driving.
  6. Three out of every four fatal accidents involving an 18-wheeler are not the fault of the 18-wheeler driver.
  7. Think twice before cutting in front of a big truck to get through traffic. A semi moving at 55 MPH can take up to a football field to come to a stop.

David Byrd had a similar experience, but with a different outcome, while waiting on an ambulance. "An anxious driver honked a few times at me, and then I pointed to the ambulance. The driver, after seeing the ambulance, put up his hand in apology. So what made the guy behind me react in anger and the guy behind him take a breath? When does the every day driver become the jerk flipping you off?"

There is research showing that the way someone drives is a direct correlation to their personality. While there is no formal profile on someone who is an aggressive driver, research shows a correlation between aggressive driving habits and following personality traits:

  • Found to have more judgmental and disbelieving thoughts about others.
  • Tend to express their anger and other emotions outwardly while also acting impulsively.
  • Aggressive drivers are more likely to inaccurately access risks on a cognitive level.
  • Have more competitive personalities or are even considered “egotistic”.

Curbing aggressive driving isn’t just about the other people who are on the highways with you. You can make some changes to the way you drive to lower the chance that you encounter an aggressive driver.

  • The left lane is for passing only, not cruising along at the posted speed limit.
  • Don’t react to aggressive drivers (even if the temptation is usually there to lay on the horn to some idiot in a white Prius who barely missed you while trying to merge across six lanes of traffic at the last minute).

Although, when following these precautions you can still run into that one driver that makes their aggression apparent to everyone on the roads. Mary Williams recalls one encounter she witnessed not too long ago. "I was driving into work one morning when I ran into a pretty bad accident involving a construction truck. Traffic was at a standstill. This woman driving what looked like a Land Rover decides to move from the center lane to the right lane. Without turning on her blinker to give any courtesy, she just scoots on over. I don’t think she checked to see if she was clear because she ended up forcing a driver of a compact car onto the shoulder to avoid a collision. The driver of the compact car took this offensively. They drove on the shoulder and then cut off the driver of the SUV. I then hear horns blaring and see obscene gestures being thrown out. In my opinion, both parties were being aggressive. Luckily, neither of them caused another accident."

So when you encounter an aggressive driver, remember that maybe they just a had really bad day. Leave them alone and don't provoke them. They probably aren't thinking 100% logically. Things can get out of hand very quickly on the road. 

And remember - if you wouldn’t act like that in public, why are you acting like that on the highway? (Thanks MNDot)

Slow down folks, drive carefully, because we’re all in this together.

Here are some links to some interesting research and findings about aggressive driving and road rage:

http://www.nhtsa.gov/Aggressive

http://dmv.dc.gov/page/behaviors-aggressive-driving

http://www.progressive.com/vehicle-resources/deal-with-road-rage/

http://home.trafficresourcecenter.org/Traffic/Aggressive-Driving.aspx

http://www.apa.org/monitor/jun05/anger.aspx

Sep
30
2013
How to Make Conference Calls Fun Maranda Gibson

Okay, maybe "fun" is the wrong idea here. The words conference call are not exactly going to inspire anyone to think of a delightful day at the circus or spending a beautiful afternoon whirling around on your favorite roller coaster.

When people search for how to make a conference "fun", I think that they are looking for ways to make calls more effective. Implementing some of the rules on your next conference can help with the lack of effectiveness.

Rule #1 – Only Have Conferences When You Need To

This brings up a good question. What is "need to"? It’s going to vary for you but Al Pittampalli, the author of The Modern Meeting Standard, says you should only have a meeting when there is something to decide. This isn’t going to cover everything and it’s not going to apply for all circumstances, but it is a good benchmark to start from.

Rule #2 – Consider Including Video Conferencing

Even if you’re meeting with coworkers you’ve seen a number of times, integrating video conferencing can help increase the effectiveness of your meetings. A video element adds the ability to read non verbal communication to a meeting, as well as providing a way to keep everyone accountable. Not just for attendance, but for how well they are paying attention. If you see someone staring off into space or working on something else, you can call on them and bring them back to the topic at hand.

Rule #3 – Prepare for the Call

Finally, make sure you prepare for your meetings and conferences. No one wants to be in a meeting where the moderator is stumbling over their notes. When you prepare, you can get to the meet of the meeting quickly and efficiently. You don't want to waste anyone's time, and your participants will appreciate that. One way to prepare for your call is to write out your agenda and make sure you know what to say regarding each point.

Are you following these conference call rules? What rules can you contribute to make your conference calls more fun?

Sep
25
2013
Censorship or Just Doing Business? David Byrd

Book review site GoodReads has caused a stir recently in issuing their new enforcement of comments and reviews on their site. If you read their official statement, it’s clear that these are the policies they have had for a long time, but the announcement of what is tantamount to a crackdown sent cries of censorship into the air.

So the question becomes "is it censorship?"

If I don't like the way a certain business is acting, especially if it is "Corporate Policy", I just take my business elsewhere. With GoodReads, I see it as no different.

What I think GoodReads did wrong was to remove the reviews without warning. GoodReads should have informed the owners of the offending reviews that they would need to be changed or the review would be deleted by a certain date (say, 30 days). On a side note, I don't mind the GoodReads policy of removing reviews that just attack the author.

Show me the content that relates directly to the book. I don't care if the author is a jerk. I want GoodReads to be a place where I find out about books, not author personalities.

Maranda Gibson agrees that it’s the approach that is the problem, not the rules. "You can’t unring a bell and while I support their decision to enforce their rules, a part of managing a community is doing that from the beginning. Goodreads didn’t and now they are getting backlash from trying to clean up a mess they made."

Mary Williams adds, "GoodReads has been around since 2007, so they probably still have things to learn when it comes to community action. The resentment from some of their members about the way they handled removing reviews can be used by the company as a source of what not to do. Giving a fair notice to their members, and allowing their members to correct their reviews, would have been a better way to handle the situation. Hopefully, they will use this experience as a lesson learned and will give their members more notice the next time they make changes to their policy."

Bottom line, this is not a case of censorship. GoodReads, as a business, can create and enforce their policies as they see fit as long as no laws are being broken. It’s the same concept as if someone was walking around a mall with an offensive T-shirt on and asked to either turn the shirt inside-out or leave. It seems this is more of an issue with the way they have handled their policy enforcement. Those who don’t agree with their policy, well they can always go elsewhere.

Sep
20
2013
Common Courtesy for Common Movie Goers David Byrd

An article on Lit Reactor by John Jarzemsky got us thinking about movies and reading books. There are several die hard movie goers here at AccuConference, along with several die hard readers. Some of us are both.

I agree with John that consuming movies and books is a different experience, and that our brains work differently for each activity. Reading is easier to do with outside distractions (unless it's a non-fiction book I'm reading).

Watching a movie, not so much. Interruptions for television and movies are frustrating for me. So are distractions such as people constantly texting or talking in a movie theater.

One blogger thinks I am wrong, and even goes so far to compare me to slavery advocates of long ago. Yep, you read that right. Anyway, this blogger (who will be getting the Voldemort treatment for this post) even uses example behavior in India to justify what he thinks should be the norm here in the States.

Mary Williams, Operator Extraordinaire here at AccuConference sent me this:

"[name redacted] tries to defend his weak argument by saying that movie goers in India have no problem with these disruptions and it’s their cultural way of life. Which is fine and dandy if you’re in India. What he fails to understand is, this is not India! It is our culture here in America to be courteous when the situation calls for it."

Nice way to put it Mary.

Mary also added:

"Blogger, [name redacted], actually praises cell phone users in the blog he wrote. He says that the movie theater should be treated like every other public space. He also made some questionable comparisons to those he labeled as “shushers” which readers did not take lightly. I whole heartedly disagreed with every aspect of his blog. A movie theater is not like every public space. I don’t pay $10 to go take a walk at the park or to shop at the mall. I pay money to go to a movie theater so I can be completely engaged with the movie. And people like [name redacted] have no respect or consideration for people like me."

Another blog writer, Maranda Gibson, also weighed in. As a lover of both movies and books, she can see a grey area, much like the rebuttal to [name redacted] you can find over on Slate.

"I think movie culture depends a lot on what kind of film you're going to see. I remember when I went to the midnight showing of the first Fast and Furious film - it was loud and exciting with people laughing and clapping. It fit the kind of experience that I wanted to have when I went to see an action film. If I'm going to see a Sunday matinée, I think you have different expectations of the experience. Common sense should play a role in how you react to the film on the screen in a public space."

I tried to find someone, anyone who thought that a movie theater was a place to act however you want. It seems like {name redacted} wrong and that etiquette will still be the norm here in America.

Sep
17
2013
The Public Relations Mess Clorox Can’t Seem to Clean Maranda Gibson

I’m not afraid to admit I have a deep affection for cleaning. Most people who do have a "scent of choice". Personally, I love the smell of Pine Sol. I picked up a new bottle a few weeks ago, noting the “longer lasting scent” label. Great, right?

The problem is that it smells nothing like my favorite smell. In fact, the "longer lasting scent" down right stinks. After some complaining, I decided to see if I was just being picky, and went to the Pine Sol Facebook community. I found vindication in other fans feeling like the new stuff is awful.

Given some of the responses from customers and the brand responses, it appears that the people at Clorox (the makers of Pine Sol) have created a bit of a disaster, and they are breaking all the rules when it comes to a social media crisis. In fact, it’s the public relations disaster you haven’t heard about.

PR happens on the web now, and if you’re not prepared to respond, you might have a blow back that you didn’t expect or want. Here are some key takeaways from what I’ve witnessed to their response in the middle of a customer crisis.

If you don’t provide a reason or a message - your community will hunt one down for you. The problem with communities is that they can sometimes be wrong about a companies motivation for a particular move. It’s your job as a brand representative to provide the message so that the community doesn’t make up their own.

Using a form response to address the aforementioned concerns is usually a bad move. The form response being used by the social media managers on this page are especially unforgiving, because the only thing that is changed is the name. It goes a little something like this: "Hi, this is *NAME* and we understand your concerns, but we totally user tested it and everyone loved it. It’s also better than before."

Deleting / Removing negative comments only make you look worse. When you make a move that upsets your customers (no matter if you plan on sticking with it or reverting) it’s better to accept the criticism, rather than try to hide it. Rejecting a negative review is only going to make the situation seem suspicious. You need to be prepared to respond to any comments - good or bad.

Even though you probably haven’t heard about this public relations mess, hopefully some of these take always will be something you can apply and be ready for in the event you come across a similar situation. What PR situation have you learned from?

Sep
05
2013
Kindle Matchbook and AccuConference Maranda Gibson

This week, Amazon announced Kindle Matchbook. Of announcements that don’t involve an update to the popular Kindle e-Book reader, this is one of the more exciting. So what is Matchbook and what does it do?

In 1995, when Amazon started to sell books in their online store, things like e-readers weren't selling like corn dogs at the county fair. If you wanted to read a book, you had to buy it, wait for it to mail, and then turn pages. Amazon Matchbook will go back into your history of orders and offer you a discounted Kindle price, or in some cases a free copy, of the electronic version of a previously purchased book. The only caveat is that the publishers provide the discounts on a book-by-book basis. Hopefully they will do that, but if they choose not to enroll in the program, your book will not have the discount. The program will extend all the way back to when they first began to sell books through the marketplace.

This program is really cool because not only can you get reunited with a book you might have forgotten that you read (and loved) but it’s also a great way to help us all "upgrade" and use our Kindle’s more. It is a great move for consumers and a really smart move for Amazon – people who might have lost books along the way might be encouraged to buy an e-reader now.

AccuConference published a book last year and a lot of you went and ordered a copy of the physical book. (Thanks!) We signed up to offer our book, Lessons from the Bored Room, as part of the Kindle Matchbook program. If you've purchased a copy of our book, when Amazon rolls out the program in October, you’ll be able to add our conferencing, webinar, and video conference book directly to your Kindle – for free.

If you haven’t purchased a copy – you can grab a discounted copy from Amazon.com and receive the Kindle version in October.

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