How To Identify Broken Business Infrastructure Before It Bombs

You think you are ready to tell the world who you are and what you do.  Articles I've shared here lately about sales funnels, branding and communications have helped you fine-tune your launch. Heads up: you need to understand you aren’t there yet.

Are you ready to respond to demand? What if you have too many inquiries and are overextended? Is there a way out if you have product just sitting in your storeroom because it isn’t moving like you hoped?

The method behind your madness goes well beyond planning. Infrastructure is the typically unseen make-or-break skeleton that lifts you toward success.  You can’t grow if you can’t meet demand, but if you don’t spend valuable time early, your reputation and brand likely will suffer greatly.

Sure, you can spend time and create a coastal restoration infrastructure plan (but watch the live link doesn’t end up saying “ilovepdf” like this one) that names features that need extra support and why, with prioritization of projects.

Or, there could be a third party infrastructure review like our nation recently had completed for homeland security (and really our weaknesses, to show where someone or some entity really missed the ball)  

Somehow, your fabulous design for end-to-end control fails due to reliance on a supposed expert internal opinion that online sales won’t change your business model (because you never saw brick-less stores as a threat).

If you aren’t asking the right questions, you have a self-made obstacle that wasn’t a problem (i.e. the mountain out of a molehill syndrome) instead of solving the consumer’s dilemma.

The best course of action is thinking through your own business model before you launch new options, so search for the obtuse “then a miracle happens” moment in your plan. This is what you need to fix before irate customers show you it’s broken.

• Use tools that make life simple(r) - also known as operations. In days gone by, having a watch was critical for on-time customer delivery. Now, it’s knowing when the shipment is picked, packed, leaves, transports and arrives. Use software systems that track things that need monitored or keep other things secure (literally e-lock/e-key or encryption), but don’t let them run the show alone. Sometimes software is called IP architecture, but it’s still infrastructure to your business. Invest in programs that are customer-facing so your brand’s touch is personalized.
• Have backups of life support systems - call this process management. This may be telephone lines for other area codes (Katrina taught me to always have a backup with another city area code; they get through when power goes out); perhaps it’s having multiple internet services (even in the same location, hiccups don’t run through all routers) or off-site e-storage for files (some states require this if you are a government contractor/supplier)—the point is that one is never enough and it’s easily readied before the crisis that will inevitably come. 
• People power is priceless - the value of humanity. If you don’t have someone to answer that email or take the client call, everything else is meaningless. I suspect not a single person reading this article has always had glowing success with every customer service interaction. Use your own experience with flaws in other businesses to ensure you have backup to help with calls if there’s a snowstorm and staff get stuck (even if it’s a retired neighbor woman with your cell phone to answer the phone to say you’re in a meeting and will call back). Be creative!

No matter what line of business or service, everyone can improve. There is no replacement for smart human to human interaction. Your infrastructure is a significant component of your in-house communication process. Just as with your words, your success depends on the structure’s thoughtfulness and inclusiveness; context and timeframe influence perspectives through all areas of business (as well as government). 

There’s a reason you don’t skip rungs on a ladder. It applies in business functions, too.

Heather M. Hilliard is Principal and Chief Strategist for R. Roan Enterprises, LLC, a professional services consulting firm supporting businesses in pointed areas of expertise as well as with individuals for targeted projects or career development. For more articles like these, visit her posts on LinkedIn or on G+. 

#seizetheday, #makeithappen

Five Personal Cyber Security Steps (especially useful Superbowl Weekend)

Many people around Houston are seeing physical security measures taken to protect the players and attendees for the Superbowl. What you can’t see is the cyber nets of both the good guys and the bad guys. You need to take a few steps to prepare yourself if you are attending the festivities or parties with friends and neighbors. 

You see, it’s not only large corporations that have been victims of data breaches in recent months — Target, Home Depot, LinkedIn, Yahoo!, ADP, Verizon (Enterprise), Sony, Anthem Insurance and even the DDoS (distributed denial of service) incidents around the United States have heightened awareness of vulnerability.  But we predominantly consider examples such as these in industries rather in our homes or on our portable devices while home and abroad. Many people say they are risk adverse until they have doors open that share new and potentially frightening information.

In the interest of safety, I’m not sharing details either confirmed or suppressed as part of this event (or other National Special Security Events, NSSE, that I’ve worked).  What I want you to realize is our connectedness electronically and the Internet of Things (IoT) opens portals of vulnerability that are not protected until it’s too late simply because we don’t consider what’s incorporated into our every day lives.

Communication is the first key to maintaining your relationships both with your business’ brand integrity and reputation and also with your personal network.  There are separate things to consider for business versus personal messaging that contribute to successful “asset protection” (in the parlance of security experts).

Follow corporate best-practices when celebrating large events, because it’s quite realistic that your mobiles are under electronic attack.  Know how to respond appropriately, use expertise benchmarks and don’t over-react.

1. Preparation messages about expectations are essential. Your family and friends should understand when you take steps to limit liability; your clients for corporate endeavors expect it.  Being transparent and authentic is trendy on your social media accounts, but it has reverberations that echo throughout your life when you over-share as thieves admit.  

Action item: Turn off “air drop” on your mobile devices as well as auto-link to wifi. If you really need to share something, use your personal connection via your cellular service provider and pay for that security rather than floating off of a general free wifi. Hackers love people who skirt the system to save a buck because it leaves them open doors to take your information.

2. Timing of messaging is nearly as critical.  Law enforcement personnel are amazed at people who post vacation pictures while on vacation. As in the previous step, the timing of your posts is critical - and you don’t need to be distracted at your event to post something “telling” others what a great time you’re having (plus it gets lost in the professional posts). This applies when attending a party or the Superbowl, or when traveling internationally.  

Action item: Share your best photos after you’re home as that’s when it will receive more attention (and you have time to pick the best image without having typos in the caption).

3. Think about your infrastructure as well as communication. Frequently, we consider governmental utilities as being targets for public disruption.  But if you have “cut the cord” for your home phone service, internet or even dropping cable television, you have also severed a backup that, while it uses older technology, is not as “sexy” for breaking and entering into your private life.

Action item: Pay the few dollars to have the old telephone landline reintroduced to your home. You can pay for access to the basic service and the ability to make long distance calls without using it until there's an emergency. It’s crazy cheap and a solid way to make sure if your cell phone or computer are hacked (or have a water incident while at a Superbowl party) that you can still handle your business as well as not have your family worry when they cannot reach you. Make sure to put the number on the National Do Not Call list! In addition, don’t give everyone your home internet password; create a guest system with its own password, which will not impact the speed of your own devices—if you’ve disabled your network from broadcasting its name publicly, that makes it even better protected, so think of a non-standard name for the network, too.

4. Determine how your home devices leave doors open.  Being able to turn on your lights while out of town is neat, but what if Phillips’ Home system for your lightbulbs was hacked so they can track who’s away? What if your Alexa with Echo or Ok using Home eavesdrops for unwanted listening? What if the elevator at your hotel was hacked, causing you to be trapped then monitored by CCTV?  Root-cause analysis (stemming from Six Sigma lingo and other engineering processes) really helps you understand how to take this review as to what electronics are smart in your home to the next level as you look for other weaknesses in your processes so you aren’t one of 500,000 people unwittingly helping take down the internet.  

Action item: Begin by isolating a list of devices that connects to anything. Research the home device market, just as you did when you bought your car.  Find out who provides routine security updates, if they have algorithms for only activating when you specifically engage the device and how often they release software updates—yes, this is now for your refrigerator, too.

5. Ensure your systems are isolated from ongoing attacks.  This last item may be the most simple, which is why it’s the most frequently overlooked step. Creating a non-standard password is a direct step that many people fear because they may not remember a series of numbers, letters and special keys; they’d rather use the name of their pet and house number. Anyone looking at your social media accounts can guess and hack their way into your life when you are lazy about security and use it for nefarious purposes. 

Action item: You lock your doors; you should also put a unique robust password that is different for every website and every device. It’s that straightforward.

The last key in preparing a strong defense against an electronic infrastructure offense includes waterfall issues. While you don’t have to take steps like the government and pay hackers to try to break your personal (or professional) systems, staying up-to-date with reading from topical magazines is smart. They are paid a small subscription fee to deliver to you all the bad news and potential solutions to keep you ahead of the crowd.

You are an executive because you know that every company today should have an information-oriented incident response plan, but you also realize the facts: according to Symantec, 43% of all cyber attacks in 2015 were targeting small business and 60% of those companies were unable to sustain their business after an attack per the U.S. National Cyber Security Alliance.

Take the right steps before someone else “becomes you” with unfettered access to your home, your wallet or your business. It will make Sunday’s game and your life much more enjoyable with increased security. 

PS: Make sure your kids follow these action items, too. If they thought cleaning their room was bad, not having devices with internet would just be awful.

Heather M. Hilliard is Principal and Chief Strategist for R. Roan Enterprises, LLC, a professional services consulting firm supporting businesses in pointed areas of expertise as well as with individuals for targeted projects or career development. For more articles like these, visit her posts on LinkedIn or on G+. 

#seizetheday, #makeithappen

Past Present - a Thirst for Knowledge

NCIS: New Orleans started the show last night with "tell me who you love and I'll tell you who you are", saying it was an old creole proverb (being discussed by two white guys in Mobile, but that's neither here nor there).  But now, for the rest of the story...


Miguel de Cervantes (1547-1616) was a Spanish novelist and playwright, most famous for "Don Quixote", considered to be the first European novel - and he is attributed with the quote "Tell me thy company, and I'll tell thee what thou art."  There was heavy Spanish influence in the beginnings of settling south Louisiana.


Arséne Houssaye (French novelist and poet, who recently came back to the forefront when two years ago, Harvard discovered that one of his original manuscripts from the mid-1880s was bound in human flesh) is likely the closest antecedent that influenced the "creole" quote used last night, given the French connection with Creole culture and the Louisiana Purchase history.  "Tell me whom you love, and I will tell you what you are."


A short time later, Antoine de Saint-Exupery was born in 1900 (French aviator and most famous for the children's book, "Le Petit Prince") wrote "Tell me who admires and loves you, and I will tell you who you are."  He died in a plane crash while collecting information on German troop movements in the Rhone Valley on July 31, 1944.


These two French authors blend together to give the quote used last night.  Over time, stories change. But stories shape who we are and how we react to a crisis or disaster.  In New Orleans and all of the Gulf Coast, everyone here has a story from "that day".  Always remember that someone's story shapes their response to events.


Your story shapes you, and persuades others.  When at work or play, remember a story can change lives.  This storybook would have helped significantly here after Katrina - but it can help millions moving forward.  Here, it's the book that shapes someone's story... the important thing is to share.  While a picture may be worth a thousand words, but how about pages of a book that can filter water in order to make it safe to drink?  Share the word!

http://m.voanews.com/a/2921076.html

Get Rid of Your Old Shoe

There is so much talk about hurricane anniversaries, New Orleans, rebuilding, recovery, who’s not recovered… it makes many of us who went through it turn a blind eye to the news.  The anniversary is one week away, so the Greater New Orleans region is inundated with stories and images to remind everyone here of how far we have come.

But something interesting about this environmental anniversary article surprised me.  It wasn’t how much land-loss we’ve had on the coastline of Louisiana (I’ve done enough work in marshes and beach clean up to almost know the blades of grass and grains of sand reclaimed by the sea).

If things have changed over one hundred years, why do we keep clinging to something that is one hundred years old?

I’m not talking about nostalgia and traditions, such as your grandmother’s pecan pie recipe.  I mean a FACTUAL document that has turned into a marketing piece – a map.  If you see a road map, you expect it to get you to the place you want to go. You have selected your destination and use the map to plan how to get there.

But if you change your destination, you change your plan.  Then why haven’t we, as a society, changed things (such as maps) when facts show they should be different?

Italy is a boot.  It’s still a boot.  Louisiana was a shoe.  It’s not still a shoe.  So why do we represent it as still a shoe?  If we used the new picture in this article, it should make a lot of sense how we need to adjust emergency planning and response tactics for the disasters ahead.  This article explains other less discussed issues for the New Orleans region as we approach this catastrophe’s anniversary; it’s long but well worth reading for the insights presented.

If you change your plan, make sure you adjust your facts.  And if the facts change – throw out the old shoe and get a new one that represents the new plan!

http://www.nola.com/futureofneworleans/2015/08/will_the_time_ever_be_right_fo.html

A Calling, and a Deeply Emotional One

I am "giving in" to the Hurricane Katrina anniversary/New Orleans/Jefferson Parish hype because the author's point of view in this article is fascinating for a variety of reasons.

One week to go, hoping we can all get through it without major snaps.

http://www.vox.com/2015/8/20/9176225/hurricane-katrina-government

Overcome Your Rock

Daunting. Emotionless. Segregated. 

There are all ways we isolate ourselves. Many people blame others for everything, right down to nit-pickin little things. The poem, "Invictus," states there are pits as black from pole to pole that can surround even the strongest of fighters. 

Alcatraz was created to hold the most violent of all criminals or those of highest escape attempt. It was a natural island in the bay, yet transformed to something useful for as a way to isolate risks to society. 

The tour of "The Rock" is fascinating and educational. However, as the survivors - staff and criminals - note in this article, time and other motivations changed fact into fiction. It's not only the media that can do this - our minds change memories, too. 

In many ways, this is good. If you have experienced something painful, your mind doesn't remember the pain of your broken arm, for instance, only the experiences around your medical emergency. If you have a traumatic event, frequently your mind renders you nearly incapable of speaking the horrors of that time, such as being trapped on your roof in New Orleans ten years ago while waiting and praying for evacuation after Hurricane Katrina. 

The resiliency of a community depends on the strength and cooperative abilities of its people.  Each person is a link in a chain - from the smallest things (pride in a well-kept lawn and shrubbery) to the larger interactions (mentoring at an after-school program for disadvantaged youth). 

As the infamous criminal even realizes in this article, "everything I realized I’d done was by my own choice." You may have taken fourteen steps toward a literal isolation like Luke, or erected a mental separation from the community by not interacting with neighbors and opportunities around you. 

Your rock, however it formed, can also be chiseled away so that you aren't an outsider, so that you aren't the end of the song, "The Farmer In The Dell"... The cheese stands alone. If you wake up to realize one day it's just you and your cheese all alone, you better start making changes in your life. Transform your barrier into something productive. Reach out sincerely to people and ask how you can help them - it will be the best improvement for you and pay dividends immediately. 

And, you will realize that cheese is much better when shared with wine and real friends. 

https://www.yahoo.com/travel/confessions-of-alcatraz-former-inmates-and-126515796702.html

Realistic Threats, Imaginary Predators?

“More people are killed each year by bee stings than by bears.”  But when asked, people are more frightened of bears. 

When you are considering threats, take that same approach that we do in homeland security disaster planning - even if it's when considering a competitors products for your company or personal planning. Facets of disaster planning are helping in getting to the heart of a matter and efficiently handling it. 

First, consider the hazard. In New Orleans, we don't have a history of bear attacks but we do (incredulously) have a history of snow. Snow in a city that has no means of pushing it off roadways or melting it is extremely dangerous - especially with the terrible drivers already there so you hear a morning accident report on the news instead of a morning traffic report. In the neighboring suburbs of Jefferson Parish when it snowed Christmas one year after Katrina, they used sand distributed in bulldozer buckets bouncing down it onto the ground for the emergency room ramp at East Jefferson General Hospital. (Great ingenuity until cleanup a few days later...)  In a region of elevated highways, snow and freezing temperatures are extreme hazards. 

However, the second basic part of disaster planning is risk - how often is hazard you've identified likely to happen. Snow in New Orleans is a very rare occurrence. And when it does happen, everyone is so conditioned to think of cataclysmic events that they automatically imagine a "snowmageddon" incident.  That's fair from a human perspective when you consider the bad events befallen the region. You need to look at facts - such as the last three snow events put barely a dusting on the ground though the ice in January/February of 2014 (where there were several days of freezing temps after rain) knocked out power to many families and has only happened once in half a century or more. 

Hazard times risk (with the history factor) is the probability of the disaster. No bears so far in New Orleans. Not a lot of bees. But Bourbon Street has seen its share o casualties of a different sort of hurricane.  Humans are resilient and the residents of this area bounce back pretty well. It's understandable how people are tired and still trying to come back from the last round of hits. 

Tomorrow, Hurricane Katrina's ten year landfall will be just two weeks away. She was a predator that The Big Easy actually considered the year before in an exercise because the hazard is high and risk is annual, with the history factor of "100 year storm". The Hurricane Pam scenario was actually slightly a worse case scenario because the storm was a direct hit and if you can imagine the Mighty Mississippi overflowing into the bowl of the French Quarter, it's surreal. 

It's an appropriate time to consider your personal plans for emergency reserve finances, illness, or even home issues. The thing to remember for planning is lessons learned - AND applying what you've learned so that you are better prepared for an incident, that you know how to counter bad press if your organization is rated for bad service, or if your competitor seems to be hitting the sweet spot with their new widget.  Go on facts; just as this article says, the media hypes up a lot of things. Do you own due diligence so you can plan ahead. 

http://news.nationalgeographic.com/2015/08/150810-grizzly-bears-attack-yellowstone-animals/

It takes all kinds

Sometimes, we think about the big problems, the catastrophe, the landslide. But really, the simple and more common things are likely to nick your Achilles' heel. While it's important to have big plans, it is also important to plan for the small disruptions, too.


http://www.theatlantic.com/business/archive/2015/07/squirrels-trading-new-york-stock-exchange/398108/

Look Both Ways

Sometimes, we are so focused on the goal that we don’t see other things around us.  These could be opportunities, like low hanging fruit, or hazards.  This simple bike-ride reminds everyone that you can be the leader, but what happens when something derails your path?


http://m.bleacherreport.com/articles/2515851-huge-crash-takes-out-riders-on-stage-3-of-the-tour-de-france?utm_source=cnn.com&utm_medium=referral&utm_campaign=editorial

Fire at a Water Park?

Are you prepared for the unexpected? By watching the news around the world – even if it’s just where friends live or former classmates now reside – you can see how things change.   With an unending supply of water (this park isn’t in California), and seeing real-world events, you may be able to look around at home or your office with “new glasses” to identify risks… and opportunities!  


http://www.nola.com/news/index.ssf/2015/06/accidental_explosion_sparks_fi.html