Ender

For months now, I've had problems properly managing business communications.

Figured I'd see what folks had to say as to how I can get a growing problem under manageable control.

You see, I run a web design/hosting business, so being available on instant-messenger is sort of de-rigeur for someone in my trade.

And I get a fair amount of referral business through both former clients as well as friends that I've helped over the years on informal, ad-hoc terms.

The problem emerges when handfuls of these friends and clients need "just a little help" all at one time. Then I'm more or less stuck working a day, for little-or-no money, and the only way I see out is to be rude to patrons and paisans, and stick to some sort of "office hours" schedule on IM availability.

I'd much rather find a happy medium between being generous with my time and not losing entire days to charity. Anyone have any ideas on where the proper balance may be struck?

Jay

Maybe the plan should be to stay visible in IM during business hours in the timezone you do the most business in. We all work over the 8hr day, so you might make yourself invisible in IM for the off hours, and contact online clients as needed.

Good luck,
Jay

Ender

That's the first problem, right there. I'm doing business right now in ALL North American time zones, and I have a guy in the UK working for me, so that's a fifth time zone.

Then add in my guy in Hong Kong that helps ME from time to time, for free, and it's a real conundrum.

The problematic part is that there are times where the folks wanting "just a little help" are totally manageable and minimal, and times where it's not. So it's hard drawing these distinctions when the problem often disappears right after I try to be more strict regarding such things.

William P

Business communication is one of the most important things. When you own or are working with a business. The workers, and clients need to be updated as frequant as possible.

Lack of communication can turn to many problems.

Emily A

Yes that is correct.

Maybe you could set up a private phone line. That can be used for private communication with staff and staff only? That might work for you.

Olivia

Make a forum. Make it so only staff members can view and read posts. That way you will be able to communicate with all members easy and simple. It would be ideal if you ask me.

Ender

I like the "internal forum" idea, and have tried it in the past, but nobody wanted to use it, and just kept using the usual channels of communication.

Maybe I'll try the forum idea again.

OrchardInvesting

Managing communications is pretty simple. Have a good gatekeeper, and use it.

If you don't or can't have a secretary, get a good voicemail system, and answer it twice or three times a day.

Instant messengers, I've always found, degrade to being too open-ended. People get used to the idea of you being "always-on" and always have something to say. Make them use e-mail so you can keep it manageable, or do IM by appointment only.

Matthew S

It can be simple. However depending on what business you have and where the members are located will change the fact that it may not be simple.

Ender

That's one of the main issues in my case; my customers are scattered all over the North American continent, and various contacts that I deal with are all over the world. There's no easy fix.