Virtual assistance in the real world

This article talks about:

• virtual assistants and what they do
  
  
• good ways to network when you arrive
  
  
• business concepts to be aware of
  

Kathie Thomas, Director and Founder of A Clayton's Secretary, July 2003

_________________________________________________________________________________

Kathie has been a keen supporter of Newcomers Network for several years. We invited her to answer a few questions and here are her responses.

1. What are the best ways to market an online 'virtual' business in Australia - both online and offline?

Offline - via the passing of business cards, attending networking meetings, producing a regular newsletter and giving good service so that current clients will refer me! 

Online - keeping my website up to date with fresh content, registering with search engines, making sure my website URL is listed on all my stationery and printed materials, and joining online networking groups. Oh, make sure the web address is in the signature block of all emails that leave my computer!

Actually, making sure you're listed online with directories, search engines and anywhere else is a real plus like Google, Altavista and Yahoo! are just some. 

Yesterday (Sunday 27th July), an article was in the Small Office Home Office section of The Age (Melbourne) because the reporter was researching home offices on the internet and everywhere he looked (his words) my name and website kept coming up. I have had this same comment from other people researching my industry as a virtual assistant, and as a result, have been in many major newspapers and other publications, including Reader's Digest.

2. What are the common mistakes businesses make when they are seeking casual support staff?

That the support staff know and understand the 'history' of their business. Most seeking to engage staff forget that the staff do not have background knowledge of their business and what might be commonly understood as part of the culture in that office is frequently something the support staff will not know. It's a learning process - each business has its own culture and way of doing things. 

Acronyms are another barrier.  I've worked for two large organisations that both used ERL which meant different things - even now I can only remember one interpretation 'Electronics Research Laboratory' - it caused considerable confusion for me at the time. 

3. How do you choose a good quality network for new opportunities in a new location?

It depends on what you are looking for and where you are at in life. For us, when we shifted from Adelaide to Melbourne late 1991, the key things we needed at the time were babysitters and cleaners. We both had found jobs as we worked with the government at that time and my husband was being transferred. We connected with a branch of the church we'd been attending in South Australia and found a good cleaner and a number of reliable babysitters in a babysitting circle through the church. We had five young daughters at that stage and knowing they were safe was the ultimate thing for us.

Today if we were doing a shift? Again a church as that is where many of our friends and our support network comes from. For my husband it would be ensuring a good job - his life revolves around his job, family and church. Also some cycling buddies (he's a keen cyclist so he would need to find a club). For me because I run my business online, the things I'd need to locate would be good suppliers of stationery, printing, etc and I usually find these through joining business networks such as http://www.bni.com.au and http://www.bnimelbourne.com.au and http://www.leadsclub.com

4. What tips would you recommend for newcomers to Australia when preparing written correspondence (including business proposals)? 

Be aware of possible differences in the understanding of some words and terminologies, also cultures. Perhaps seek the support of administrative support that can help you put your paperwork together. Be prepared to listen and take advice. 

Many people forget to date their correspondence or document. People overseas, particularly India, assume that the business owner is a man - many times I've had to respond and tell them I'm a Mrs, not a Mr and definitely not a sir. One actually responded and said that his upbringing was responsible for his form of approach. However, if someone is contacting me after visiting my website I would think they would check out the 'about us' page and see immediately that the owner/operator is a woman. 

5. Describe two of the most unusual situations you have had to deal with on behalf of clients?

Can't think of anything quickly. Perhaps having someone wanting me to research arms, artillery and guns for him - I declined. I didn't know the guy, although he was referred to me by another client in the USA. In today's climate I just don't want to get involved in anything that might later turn out to be something I wished it wasn't. Sometimes it's better to be cautious.

6. What are the most challenging aspects of virtual administration?

Getting the clients to understand what it is we do exactly. Which is really almost anything a regular Personal Assistant does, except it's done virtually - by email, internet (file transfer protocol, uploading/downloading, etc), fax, phone, courier and mail.

I recently spoke to one prospective client (referred to me by someone else) who was extremely negative about the Internet and doesn't trust it - I think he thought I was some sort of con artist. I can't work with anyone like that as they're not willing to bend or learn. 

7. What sorts of people are attracted to and good at this type of work?

For clients:

Almost anyone - people who have a home office themselves but do not have the office space, furniture or equipment to place someone in their office with them. Those who are happy to pay for x number of hours of support per month for work that is done, rather than engaging someone to sit in their office and pay for down time as well as work time.
Businesses that have overflow work and are happy to outsource it.  Many of my clients are in the speaking industry and I look after their databases, mailouts, client contacts, powerpoint presentations, workbook presentation and formatting, letters, mail merges, newsletters and Internet research. I do bookkeeping for some also.

For workers:

Those with good secretarial and/or administrative backgrounds who are fed up with constant meetings, interruptions, traffic and just want to be home - that was me! I've since heard from many (mainly women) who feel the same way.

Kathie M. Thomas, AFAIOP, MVA, ASO
Award-winning "A Clayton's Secretary",Network est. 1994
"The Secretary you Need when you haven't got a Secretary!"
PO Box 2918, Cheltenham, Vic, Australia, 3192
Telephone 61 3 9583 8359
Fax 61 3 9585 3785
Email kathie@asecretary.com.au
Website http://www.asecretary.com.au
Receive our newsletter: ACS News

> other networking related pages on the Newcomers Network website include:

> always relevant and regularly updated:
best tips
events
expat groups
what's on

> most recent first:
making new friends and relationships
thomas power's top ten tips for networking
virtual volunteering
how to make an excellent first impression
melbourne international social group - for expats and repats
developing a new social life in melbourne
keeping in touch - finding work
virtual assistance in the real world
your new image - asset or liability

networking for women
adapting to life in Melbourne
networking groups
one cup of coffee syndrome
singles - how to create a social life in Melbourne