Archive for August 2011
The Ill Effects Of Climate Change
August 31, 2011 | 
Author Now-a-days we hear about Climate Change more often than before. Climate change is a global phenomenon and the term “Climate Change” is indeed a straightforward expression for such a complex subject. In fact, it has more than we can comprehend from this phrase and that is why it is quite essential to go at defining climate change in today’s scenario.
In the present glossary of researchers and scientists, climate modification as a term is no longer in use and effect. The reason behind this is that we have come to realize the effect of the changes we make to our environment will eventually increase the temperature in many parts of the world, but at the same time will also be decrease in temperature for few parts of the planet. This however, creates a general imbalance in the climate of the world which in turn leads us to the phrase, “Climate Change.”
While wondering the effects of this phenomenon, the things you know of as climate modification is actually referred to as global a global phenomenon of climate change. However, with all the details and statistics we have in hand at present, we can definitely conclude that the world is unquestionably warming with the temperatures rising like never before.
This is a global problem with many natural disasters started taking shape; the general awareness of this factor is really low. For the better understanding of the issues associated with this phenomenon, we require a simple definition in relation to the warming of the planet. And this definition needs to be the one that brings us the essence of this problem without compromising the simplicities.
However, the easiest and most precise definition is that it is the effect greenhouse gases have on the earth’s overall climate. Greenhouse gases include carbon dioxide and methane, but are not limited to these two.
While learning more about this issue, we need to understand few important facts associated with it. The first fact is that it is both a natural phenomena and one catalyzed by us. For instance, greenhouse gases are a natural part of the biosphere and would exist if man did not. In fact, these gases are a vital component to the existence of life on this planet.
It is due to the existence of the greenhouse gases, the temperature on planet earth does not average zero degrees! These naturally occurring gases help to keep the temperature at a desirable 59 degrees. But, the climate change, which is due to the greenhouse gases, is not indeed natural. In fact, the problem we are facing is the amount of greenhouse gases in the atmosphere.
These gases act as thermal blankets for the atmosphere. The more gas in the atmosphere, the thicker the blanket and the less heat escapes from earth. In the last 80years, we have been releasing these gases into our atmosphere and thus helping them to form a blanket.
On the other hand, we are reducing forests around the planet, which are the natural plant collection that absorb greenhouse gases. This double whammy is starting to show negative results, the increased heating of our world, and thus the beginning of the dreaded climate change.
WEEE Recycling: Data Destruction is Essential
Your business data may no longer be of value to you once you have done what you need to do with it, but it is valuable to your competitors. That is why any media, from paper to Flash memory cards, that contains business data must be thoroughly wiped before disposal.
The risks of disposal of disks containing data that you may believe has been wiped but has really just been lightly erased include putting yourself or your customers at risk for identity theft as well as making data available to unscrupulous competitors. Even recycling a computer to comply with WEEE recycling regulations does not include proper data destruction techniques.
These techniques include degaussing, in which magnetic patterns that conform to actual data are realigned so that the data is unreadable and unrecoverable, shredding, which entails shredding media into very fine bits that cannot be reassembled, and software wiping, in which all HEX values on the entire volume of a disk are overwritten using special software. In the United kingdom, such software must meet Data protection Act standards to be considered effective for data destruction.
Laptops, including internal hard disk drives and other internal media storage devices, must be recycled according to WEEE regulations (EU). However, if data remains available on any part of the device before, during or after WEEE recycling procedures, it still poses a threat to your business security. Therefore, devices that hold data and are subject to WEEE recycling regulations must undergo a thorough process of data destruction before recycling should take place.
Hard drive destruction is absolutely imperative before WEEE recycling can start. This is because even when a disk drive is seemingly erased, the information on it can be recovered and made available without your knowledge. Ensuring that an expert with security cleared personnel destroys the hard drive by methods such as degaussing and shredding is the only way you can be sure that any data that was ever available on a drive that is slated for disposal can never be accessed again. Software wiping is recommended only for hard disk drives that will be reused after the data stored on them is fully destroyed.
Media tape drives are also easily accessible if they are not fully and professionally destroyed prior to disposal. Degaussing and shredding are the most recommended techniques for destruction of media tape drives.
Even CD’s and DVD’s which contain sensitive and confidential data should never be disposed of without making the data completely inaccessible. Complete physical destruction of the media through precision shredding that is offered by professional media disposal firms is the only way to ensure that data on a CD or DVD is fully inaccessible.
Flash memory cards, external memory sticks, and similar devices must also be subject to data destruction measures if they have ever held sensitive data. A specialist firm which handles data destruction should be consulted regarding such memory devices as their small size makes it very easy for them to end up in the wrong hands.
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Tags: Business, Change, computer recycling, Data, Destruction, edinburgh recycle, Edinburgh Recycling, Edinburgh WEEE, electrical waste recycling, Energy, Environment, ENVIRONMENTAL, glasgow eee, glasgow recycle, glasgow recycling, glasgow weee, recycle, Recycling, Reduce, Security, uk weee, Vital, Waste, waste management, weee | 
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The Climate Registry, The EPA, and Your Carbon Emission Reporting Requirements
The question most often asked by organizations trying to figure out carbon emissions reporting is related to The Climate Registry. Explained here are further details about the registry and why your organization should care about it.
The Climate Registry was published in draft form as early as May, 2007. It documents and outlines the requirements for carbon (CO2) emissions reporting. Many organizations are wondering why it is so important. Its impact to your organization is the question continuing to be asked even today. It is an important part of carbon emission protocols established in the United States and internationally to combat air pollution and Global Warming.
The Climate Registry is an agreement regarding emissions reporting protocols or a collaboration between 39 U.S. states (and growing), all Canadian provinces and territories, 6 states in Mexico and three native sovereign nations aimed at recording and tracking greenhouse gas emissions from businesses, municipalities, organizations, and other facilities.
There are key components to The Climate Registry that all companies need to be aware of or they could face substantial disadvantages as it relates to the future carbon credit and trading schemes.
What is the registry hoping to accomplish? Because different U.S. states, countries, and Canadian provinces have their own mandatory regulations for reducing greenhouse gas (GHGs) emissions, The Climate Registry provides a standard measure for how carbon emissions are calculated and a streamlined approach for those who are required to report their carbon emissions output.
The C02 data submitted by businesses, municipalities, and other organizations can be added to web-based, carbon management information system to support various initiatives aimed at reducing greenhouse gas emissions across an organization’s single facility or down to an individual asset level. As the World continues to collect more and more accurate carbon data, organizations will start to take part (either by choice or by regulations) in cap and trade programs that target the reduction of greenhouse gases (GHGs).
What are the registry’s goals?
The Climate Registry is using the single reporting protocol to streamline efforts to reduce emissions that harm the environment and ensure consistent reporting of emissions across different organizations and industries. Through the registry’s requirements protocol, the risks of greenhouse gases can be easily identified and opportunities for programs and initiatives to address greenhouse gas emissions can be developed.
This set of carbon emissions reporting requirements makes it politically and geographically easier for countries to come together to achieve positive effects on climate change. By using a common framework or set of reporting protocols, current and future carbon emissions management programs, perhaps adopted at a national level through the Environmental Protection Agency (EPA), can work together and be supported at a reduced cost across the economy.
What is the registry expecting from businesses?
The Climate Registry expects businesses to calculate, record, verify, and submit report the amount of greenhouse gases (GHGs) or their carbon equivalent on a yearly basis. Generally, a baseline carbon emissions report is generated from data collected across an organization for a representative year, such as emissions levels in your organization as of 1990.
What is being required of businesses?
Often refrigeration and air-conditioning (RAC) systems or heating, ventilation and air conditioning (HVAC-R) systems, are include in carbon emissions requirements due to their high global warming potential. Organizations operating these systems must adhere to The Climate Registry requirements. Direct and indirect greenhouse gas emissions need to be reported, which include hydrofluorocarbons, carbon dioxide, perfluorocarbons, methane, sulfur hexafluoride and nitrous oxide.
This emissions protocol allows for consistency, streamlines program requirements and ensures integrity in accounting and reporting of carbon emissions across any reporting entity.
What might the registry look for from my business?
Simply, this protocol or set of requirements defines how to track and report greenhouse gas emissions. While it may take additional effort on your part to do this, there are management programs to ease the process and the burden of paperwork and to ensure accurate tracking and reporting of refrigerant use. Carbon information management systems help organization remain in compliance as it related to greenhouse gas reporting rules and regulations. These systems take the form of web-based applications that help collect, track, and report CO2 gases emitted from corporate assets.
The Climate Registry is already having an impact on your organization or business, whether you know it or not. At it’s core these regulations are addressing climate change and are being adopted by more and more regulatory bodies everyday.
Positive impacts and improvements to our climate change issues will only start improving when carbon emissions across the Globe are reduced. And that is something that The Climate Registry is aiming to help us all do.
Posted in Carbon accounting | Tags: Carbon Accounting, Climate, Emission, Registry, Reporting, Requirements | No Comments »
What are the carbon offset benefits of a wind farm?
With all the stress on the environment today, carbon and greenhouse gas (GHG) reduction has become a major issue. With more than 20 million tons of carbon dioxide being produced globally each year; reducing carbon emissions, curtailing waste, and producing more clean energy are the call of the day. Eco-conscious individuals, businesses, and corporations are all striving towards reducing their carbon footprint. When emissions are reduced as much as possible or until it’s feasible to eliminate the carbon footprint, carbon offsets come into play. A carbon offset is a form of trading, specifically a credit for the reduction in harmful emissions not by the firm’s actions but through the work of another establishment. This credit is generated when the said establishment’s work results in a drop in the level of carbon dioxide or greenhouse gas emissions below a certain mandatory or voluntary cap. The mandatory/compliance cap is usually set by governments or an international body. Therefore, a carbon offset essentially lets an entity pay to reduce the level of these harmful pollutants rather than making any improbable or unachievable reductions on its own.
These carbon offsets are traded on a local, national and global scale. An international network of retailers, brokers and trading arenas exist to facilitate the buying and selling of these offsets. The offsets are normally measured in terms of a ton of carbon dioxide equivalents i.e. CO2e. Various activities can help create carbon offsets; for example, the use of renewable sources of energy such as wind power and biomass energy as well as participating in activities like reforestation and agriculture. The use of renewable energy systems can generate a tremendous carbon offset, due to the important fact that they eliminate the dependency on fossil fuels and virtually generate zero emissions.
As far as offset projects go, wind projects tend to be more sustainable and viable, especially since the process does not produce any ozone harming by-products and does not depend on fossil fuels. To quantify how many carbon offsets are generated by a wind farm, according to the American Wind Energy Association (AWEA), in 2008, the U.S. wind energy industry brought online approximately 8,500 megawatts (MW) of new wind power capacity. This production will help avoid nearly 44 million tons of carbon emissions – the equivalent of taking 7 million cars off the road. Therefore, for every megawatt of installed capacity, a wind farm can potentially earn approximately 5,175 of CO2e – the equivalent of taxing approximately 820 cars off the road. Wind energy generation organizations sell carbon offsets, benefitting both the buyer and the company. Buyers purchase these offsets because supporting wind power not only leads to the creation of a ‘green’ source of energy, but also helps ‘negate’ their own greenhouse emissions, big and small. Buying carbon offsets from wind farms are not only a way to ease the buyers’ conscience and reduce their carbon footprint, but can also be much less expensive than making changes to eliminate emissions. The wind energy generation facility itself profits because selling these offsets makes the project more financially viable and profitable, which helps increase the scale of productivity as well.
With environmental markets growing, it is necessary to understand the scope of emissions today.
There are three different scopes for carbon emissions that occur in the carbon footprint of an organization or business concern:
Emissions that are created directly at the location, through direct sources like on-site machinery and apparatus like a generator located at a factory. Energy related emissions and indirect power based emissions like the electricity purchased by a company to keep the premises well lit up. Emissions that occur via indirect sources of emissions like those related to the use of paper in an office, corporate travel etc.
As the United States has neither ratified the Kyoto Protocol nor mandated any laws to cap its emissions as of July 2009, all carbon offsets are voluntary. Therefore, only two environmental markets coexist in the U.S. i.e. carbon offsets also known as voluntary emission reductions (VERs) and renewable energy certificates (RECs). Although these markets are interrelated, there are marked differences between the two commodities.
VERs or carbon offsets, also called carbon reduction ton, denotes activities that result in a cutting of, reduction and/or getting rid of one ton of greenhouses gases at a given site, to counteract an emission taking place in another. Typically these offsets are used to negate direct emissions or a scope one emission. For example a company can purchase carbon offsets created through a wind power project to ‘clear’ emissions created by a boiler in their office.
Offsets are subject to a rigorous set of guidelines, standards and rules. These guidelines primarily ensure that vital environmental and financial criteria are met so that customers can be assured that the offsets purchased are indeed authentic and verifiable. There is also an additionality requirement that represents the fact that a given greenhouse gas reduction project would not have been made possible without the expectation of additional funds procured from the sale of offsets. This is to ensure that the emissions reduction activity is in addition to regular business practice, hence facilitating a reduction that would not have happened otherwise in previous circumstances. In other words, countries and/ or businesses must make an active contribution to emission reduction in order to earn or sell credits instead of relying on pre-existing projects planned for other reasons with funds already committed. Thereby, ensuring buyers that their purchase will further the betterment of the global climate and environment.
RECs or renewable energy certificates denote one megawatt hour (MWh) of energy produced by a ‘clean’ renewable source. Energy produced by sources like wind, hydro, and biomass represents an offset because an environmentally friendly procedure replaces one using environmentally degrading fuel; emitting little to no carbon in the process. Emission reductions take place during energy creation, by replacing fossil fuel, at the utility itself. RECs are typically used to counteract indirect scope two emissions, wherein ‘clean’ megawatts of electricity by the REC can neutralize the unclean ones used by a company. RECs, however, are generally not held to the same standards and more importantly the additionality requirements like VERs. As a result, they can be supplied from resources that are running as is, or in part from additional business activities.
It is interesting to note that only renewable energy projects such as wind farms and solar power plants meet the highest standards required of carbon offsets, as the risks they pose to the environment are negligible and they encourage a much needed departure from fossil fuel usage.
Ways To Begin 'Greening' Trade Show Exhibits
When it comes to the world of greener trade show displays, it can be hard to know where to start. With so much available information and new, eco-friendly products to choose from, exhibitors can often feel overwhelmed by possibilities. Luckily, there is a simple method to starting the transition into more environmentally friendly exhibits. By focusing on the basic principles of sustainability, exhibitors and show planners can successfully achieve their green goals.
Think Reusable And Renewable
These events are notorious for involving a great deal of drayage for each exhibit. The important consideration for exhibitors to keep in mind is to select quality materials that will last a long time and that are made from renewable sources. Whenever possible, buy, rent, or build trade show exhibits that are durable and made from high-quality materials. Not only is this a green practice, but it will save your company money in the long run.
Create display signs with messages and graphics that won’t need to be replaced or updated constantly. Choose vendors that sell trade show displays made out of recycled or very renewable materials, like bamboo or hemp, or Forest Stewardship Council-certified woods. If your company outgrows its old booth, look for other companies in the event business, or local schools or associations that would find a purpose for the display.
Less Materials And Local Materials
Not using as many resources reduces your exhibit’s overall carbon footprint. Decreasing the weight of the components of the exhibit is a good place to start. Select a lightweight portable or modular display that requires less energy to transport, since shipping is a huge portion of an exhibitor’s overall carbon footprint. Limiting the amount of paper used by your trade show displays is also a way to reduce the weight of the exhibit. Consider electronic displays instead of printed information. For necessary printed handouts and literature, choose recycled paper and a printer that uses water-based vegetable inks.
Think locally instead of globally. Shipping from far away destinations is one of the biggest wastes of energy (and money) when there are often local options that are just as good. Check out nearby suppliers of trade show exhibits and warehouses that are close to the show site.
Carbon Offsets, Reducing Harmful Chemicals, And More
For the things you can not eliminate, consider purchasing carbon offsets to counteract the carbon footprint of your trade show exhibits’ materials and shipping costs. While not the best solution to our planet’s environmental problems, they at least attempt to neutralize environmental damage. There are even eco-friendly shippers that offer free carbon offsets to trade event customers.
Choose trade show displays that are made out of materials with as little harmful chemicals as possible. Select paints, adhesives, and other finishes with low or no volatile organic compounds (VOCs) to reduce the amount of health hazards that may result.
Additionally, spread the word to other exhibitors about the eco-conscious vendors you choose to do business with. Chances are, other companies are looking to have greener trade show exhibits as well. By reusing exhibits and materials, using as little materials as possible, and limiting harmful chemical use, your company can be well on its way toward having more environmentally friendly trade event displays.
Global Warming, Climate Change and the Environment
Over the last year, two key concepts have reigned over all others: the economy and the environment. Like opposing forces they push and pull at one another, with economic downturns running counter to calls for increased spending on the environment, including renewable energy development and sustainability initiatives. And both problems are escalating, with the world’s media reporting daily on the growing effects of climate change and the depression of the credit crunch. They are two all consuming and ever present problems; the environment because it represents the umbrella under which all human endeavour must operate – and indeed has originated from – and the economy because it is the system that we have chosen to dictate and moderate human endeavour, so that economics is the world’s universal language, even if there are a few different dialects.
Like the great science and religion debates of the renaissance and enlightenment periods, the argument is certainly becoming polar; either one is an environmentalist or an economist; one is either for the environment and against economic growth – because our current paradigm links wealth to fossil fuels – or against environmentalism and for economic growth, because the credit crunch and the recession mean that money must be spent on trigger problems like housing, poverty, and world debt.
Can two such massive problems be reconciled? And can both be tackled, or must one be solved at the expense of the other? This is the contemporary political question. The environmentalist movement, in many respects a minority movement in previous decades, has – through a combination of committed activists and genuine causes – come, as it should be, to the forefront of politics. Indeed major political parties across the world have recognised the severity of the issue and have made it central to their policy and political spin. Many believe that the next round of the world’s elections will be won or lost in part on the environmentalist performance of the leading contenders.
But the difficulty now is that an election will also be won or lost on economic performance because times are so tough. And the fear for environmentalists is that the current economic recession could spell a temporary sway in interest on the green issue; after gathering so much momentum, it could once again – though it might only be relatively short term – find itself on the fringes of the political agenda, because it has always been seen by the general public as an important and worthwhile discussion, but an essentially less pressing issue when viewed in combination with those problems with more immediate effects. And those, namely, are economic issues.
Certainly, the general view of environmental issues has changed for the better, and to some extent irrevocably. But an economic recession will almost definitely spell a decline, not in environmental discussion, but environmental action, because governments work in terms and not in decades; long term issues like the implementation of renewable energy, Kyoto protocol targets, or the switch to organic crop growth, will almost always fall foul of economic issues, which are often predicted in the long term but realised in the short term, and felt by almost everyone.
That is not to say that the environmental issue is a less important issue than the economic one. But the key now for environmentalists is to hold the ground that they have gained over the last 10 years, and to show just why global warming, CO2 emissions and climate change are still the most threatening problems on the planet, even if they are perhaps not the most pressing. And, despite the economic downturn, they must press, so that those issues becomes pressing. That way the environmental problem does not return to its former position as a sideline issue.
Indeed, it is a difficult task. But a necessary one.
Gordon Gekko: No Longer A Big-Business Hero
Socrates once said “Virtue does not come from wealth, but wealth, and every other good thing which men have, comes from virtue.”
In the 1987 movie Wall Street, Gordon Gekko’s character famously said “Greed is Good”
In 2010, you would be excused for thinking the corporate world is likely to have more in common with Gordon Gekko, than a 400 BC philosopher.
But the continuing strength and focus on Corporate Social responsibility (CSR), by businesses across the globe, seems to indicate our modern age may just be on the path to a more virtuous one.
CSR is the notion that decision-making in corporations can and should take into account the impact of their actions on communities and the environment.
It’s been around for several decades, and is also referred to often as the triple bottom line; people, planet, profits or more recently as Corporate Sustainability.
Whatever you call it, it has not really been until now that I’ve started to get the feeling CSR is finally going main-stream.
Businesses of all sizes are now making key investment & supplier decisions with an eye-out for the “ethical street-cred” of the action.
The cynics amongst us may think this is more about trying to manage corporate reputations in a highly inter-connected and wired world, than any genuine motivation to make the world a better place.
As an article in CCNMoney recently noted : “in a world where disgruntled employees and unhappy customers can trash you globally in the time it takes to dash off a nasty blog…, it’s becoming much harder to manage reputation…”
CSR is taking hold because it works on many levels.
First,employees. It’s easier to advocate for your company if you trust them, and its even easier if you are actually proud of them because of specific policies, programs or actions they take which contribute positively to society.
Happy employees work hard, stay with the company, advocate and innovate.
Second, customers. Businesses that damage the environment or the communities around them may loose customers. Conversely, those that take a more holistic approach can attract customers. Just look at the Ben & Jerry’s Ice Cream story. The two-man, “hippy” ice cream business started in 1977 with strong values about the environment and the community. It sold in 2000 to Unilever for around $US 326m with thousands of existing customers all over the world.
Third, money. Let’s be crass. Being ethical pays. If the Ben & Jerry’s story didn’t prove it, take the example of Marks & Spencer, the UK retailer. In 2007, M&S pledged over 200 million pounds over 5 years to their “Plan A…. because there is no Plan B” CSR strategy.
By 2009, M&S reported that the energy and waste cost savings alone had already made the plan cash positive. Importantly, according to research by the Reputation Institute, Plan A had also made M&S the most reputable brand in the UK.
So if happy, retained employees, new customers and cost-savings sounds like something you might be interested in, CSR might just be your thing.
Three Sensible Carbon Steps
Do you get bored by all the posturing from politicians and various interest groups about global warming, carbon and carbon trading? I certainly am and I am passionate about the subject. I should think most people are totally “over it”.
Thank goodness Copenhagen came and went. Hopefully the Government will now allow us to have a rational national debate about the issue.
So what can we do to reduce our carbon emissions? There are three practical suggestions.
1. Increase the size of the renewable energy target and start building gas-fired power stations on the sites of the existing brown-coal power stations. Get brown coal out of the system as soon as possible.
2. Homes and commercial buildings should start taking energy efficiency seriously.
3. Assist small to medium business understand the problem and realise that when they do take action, they make savings in their businesses.
Then there are other things like sorting out some of the tax subsidies that actually encourage some industry sectors to consume fossil fuels.
It certainly makes sense to stop paying polluters before we implement a polluter pays scheme.
On a global scale, we need to help developing countries like Indonesia retain their forests because trees are one of the very best ways to absorb carbon dioxide.
At present deforestation globally has the same impact as all the global vehicle emissions every year. If we reduced vehicle emissions AND prevented deforestation that would really make a difference. What a contrast from the Chinese approach where they are closing the dirtiest power stations, building enormous renewable energy installations, producing most of the world’s solar panels and limiting cars to only drive on alternate days so nearly halving vehicle emissions. They have a huge population so their total emissions are huge but they are minuscule per head compared to ours. And they have set very substantial targets for emission reductions. I don’t see anything sinister in Chinese reluctance to be monitored as I think there would be a huge resistance to international monitoring of US or Australian, for example, emissions. I see this as a dignity and trust issue.
A recent survey conducted for BankSA found 69% of business owners and 68% of consumers preferred direct or voluntary action – rather than an enforced emission Trading Scheme.
The survey on sustainability also found that while consumers have embraced targets for mains water conservation, the plastic bag ban 5that is in place in South Australia and bottled water consumption cuts, they reject change in areas that affect quality of life, as shown by a reported rise in power consumption for air-conditioning.
And business owners are yet to be convinced about the selling power of sustainability, with 55% saying they do not believe green credentials attract customers. Only 15% are promoting their environmental efforts and only 13% have any formal environmental certification.
In spite of what they say, almost one-third of consumers are actually using more electricity and gas, as well as fuel for vehicles.
Seventy five percent of consumers reject other forms of sustainability like a switch to toilet paper made from recycled paper and I am with them on that – my bottom does the voting there; and preferring to use their own vehicles instead of public transport. My observations with the transport is the inconvenience of waiting because the services are not a frequent, they are uncomfortable and also dangerous as with no seat belts people get thrown about. Certainly when I fly into Sydney and especially Brisbane, I always catch the train in preference to taxi because it is convenient, faster and much cheaper so even carrying luggage, the train is a better choice.
“The results show commitment to sustainability is both price-sensitive and influenced by the desire for comfort and convenience” said BankSA Managing Director, Rob Chapman.
“More than 90% of the businesses surveyed were actively seeking to reduce the amount of waste they sent to landfill, while 69% of consumers said they were prepared to pay more for grocery items produced using better environmental practices,”
“However, we also found that lifestyle and cost can be deal-breakers.
Business Crucial Do's And Don'ts
When it comes to the so-called real world of commerce, and the ups and downs of the shopping experience in a “brick-and-mortar” store, a customer usually has the opportunity to hunt down a salesperson to help them with their questions and concerns. On the Internet, the so-called virtual world, that is not clearly a viable option. So how can online businesses provide quality customer service while doing all the other zillion things required of an online company? Truth be told, it might not be as difficult as you think.
There are many ways to keep customers satisfied with solid customer service skills that do not take a lot of hard work or waste time. Instead of making a list with “do” on one side and “don’t” on the other, let’s just work through this subject logically, starting with what successful companies are really doing to keep their customers satisfied. The major no-no’s will be highlighted too, of course, with examples from both online and offline businesses. The things learned in the real world can usually be adapted, sometimes quite easily, for use in the virtual one.
From chatting to mining
One of the most effective ways that many companies provide top-level service is with the “live chat,” which is at the top of any net company’s “do” list these days. In a live chat, the customer can interact directly, in real time, with your customer service representative (CSR), just like on a phone call except they are communicating with their computers, with the customer typing in questions that the CSR can answer in a matter of seconds.
A slightly more controllable version of the instant message systems, like AOL Instant Messenger, a live chat session is becoming a very important tool for online retailers. Live chat also provides the raw material for another important member of the “do” list, since the text messages can be easily archived and used for various sorts of “data mining” projects.
Turning text into tools
When large numbers of CSR contacts are examined for patterns, you can end up finding out about product problems, billing discrepancies and other anomalies, as well as develop training material for other CSR’s. Recordings of phone calls are much more difficult to “repurpose” into usable information. And there’s a “don’t” for you, too don’t even try archiving phone calls, there’s no point, except to satisfy certain legal requirements under special conditions.
Another critical customer service tool is order tracking, which goes hand in hand with live chat in many of the well-integrated CSR systems being used today. Modern databases and computers can provide CSR’s with masses of information about the customers, their accounts, purchases, problems, warranties, payment history and everything else. Just having piles of data does nothing for you, however, so one of the less talked-about crucial things to do is have a great programmer and IT expert in the firm to make all the data usable for service operations.
Human and computer support
Support ticket applications, another good “do” list entry, are pretty straightforward. When customers visit your site with a problem to resolve, they can simply click a support link and will be asked to enter the pertinent order information. The support software will forward your customers responses, as well as the other related and necessary information you need to resolve the issue. The final resolution for your customers can be e-mailed in full, or the customer can be sent an e-mailed link with which to log back into the support area. Either way, they will receive a swift response, including all the proper return or exchange instructions. This system is particularly useful if you have a large number of customers.
Up close and personal
If all else fails, of course, there is always the telephone. Although it can be expensive and somewhat time-consuming to offer full-time phone support, sometimes it really is the best way to stay “up close and personal” with customers and clients. On the phone, often you can work out in two or three minutes what it might take several chats sessions or multiple emails to achieve. Offering at least some phone support is another important member of the “do” list, and “don’t” forget it.
Customers do appreciate live phone support because it adds the personal touch to an e-business. The fact is, the things you “don’t” do in offline customer support are the same things that online businesses should avoid. You do not want to antagonize your customers, make them wait when they shouldn’t, promise what you can’t deliver or ignore their feelings. In the “human to human” part of the business equation, what you do online to service your customers isn’t really that different from what any traditional, storefront business would do for customer support. Take care of your customers, they will keep coming back to take care of business. That’s the bottom line.
Business in 2020 – How Will it Change?
Over the forthcoming years it must be expected that all aspects of life on Earth will change drastically and dramatically, be this through climate change, technological advancement or economic transition. On analysing the ‘eighties’, or even the ‘nineties’, the changes which have occurred from then to the present day are nothing short of amazing. Most children and teenagers cannot imagine a lifestyle which does involve such technology (or gadgets) as mobile phones and laptops. These applications have become firmly inter-linked with everyday life and are now a way of life rather than a ‘flashy’ gimmick, as they were often referred to as in their infancy. In a similar way, such technology has had the same impact on businesses and the environment they operate within. Mobile telephones are prevalent amongst employees in most industries and e-mails, databases, spreadsheets and various other programmes have, to a degree, rendered the pen and paper nothing more than a ‘supporting act’. With such major changes occurring in such a short space of time, it appears businesses will continue to experience extreme and drastic new environments. How they react to them will determine their success and longevity within their markets. There is only one thing certain about the future of business – it will always be changing!
Business revolves around consumers and, in the main, satisfying their needs and desires. However, clever marketing and propaganda can often mould consumer groups in to thinking they need a certain product, service or brand. Therefore, the key drivers of how business progresses will be consumers coupled with economic, political, environmental, social, technological and legal factors. During the course of this essay, each of the factors will be analysed and suggestions on their effects provided.
Ray Kurzweil, a renowned computer scientist, predicts “We won’t experience 100 years progress in the 21st century – it will be more like 20,000 years of progress at today’s rate. Within a few decades, machine intelligence will surpass human intelligence, leading to the Singularity: technological change so rapid and profound it represents a rupture in the fabric of human history. In practical terms human ageing and illness will be reversed; pollution will be stopped; world hunger and poverty will be solved. Nanotechnology will make it possible to create virtually any physical product using inexpensive information processes, and will ultimately turn even death into a soluble problem”. (Extract taken from article ‘Readying a radical business plan’ on money.cnn.com). Whilst the above views may be deemed ‘far fetched’, the reality is that technological advancements in recent times may also have been classed as ‘unachievable’ only a few decades ago.
Appendix 1 attached is a document produced by British Telecom which contains a predicted timeline of technological inventions. The shear volume of predicted inventions and in many cases their immense advancement in technology clearly demonstrates the opportunities and threats which businesses face. Highlighted are a number of particularly interesting suggested inventions. It must also be considered that along with positive innovations, there will always be people with counter productive motives who thrive on damaging innovations. BT’s timeline predicts such potentially damaging developments as ‘Viruses’ aimed at toys, Jigsaw viruses, ‘Phishing’ of on-line banking, Corporate ‘cyberwars’ and terrorists using GM to pollute crops and damage economy. With this in mind businesses will have to pay added attention to security as improved technology equates to improved criminals.
Climate change and growing concerns over the environment are likely to have a major impact on the way business is conducted in the future. At present legislation regarding the conduct of firms with regards to the environment is extremely evident (eg. REACH – A new European Community Regulation dealing with Registration, Evaluation, Authorisation and restriction of Chemical Substances). However, a major problem is that many large industrial countries, such as the US and China, fail to comply or ‘sign-up’ to international legislation, such as the Kyoto Protocol (February 2005). They hold too much global power, at present, for legislative action to be effective against them. Therefore, it must be hoped that support is gained from amongst these countries populations, as ‘people power’ can play a major role in convincing politicians. However, climate change resulting in the widening desertification and rising sea-levels present opportunities for major engineering projects and potential ‘big business’ ventures. For example, by guiding the sea-level ‘overflow’ into areas with limited water such as Sudan, Ethopia or the Sahara desert, a positive outcome could be extracted from a crisis. Business can be created by supplying the answers which may save cities such as London, Venice and New York from flooding, whilst regenerating water-starved countries in Africa and Asia. The other side to the argument is that technology will become available to reverse or counter-act global warming, and indeed BT predict that the hole in the Ozone layer will have disappeared by the 2050′s. However such optimism is not shared by the majority of environmental experts who fear consequences of Armageddon proportions in the not to distant future.
New technology is continuously being developed, with today’s ideas becoming tomorrow’s reality. New fuels, greater computer capabilities and advanced machinery should all play a major role over the coming years. Many production lines are presently almost fully automated, so the question is what will be the next step technologically? Will computers / robots carry out the administrative / supervisor roles as well as the production ones? Will we see an Artificial Intelligence based Managing Director, and if so who are his/hers stakeholders? Will new technological advancement make companies more efficient and LEAN, but ultimately lead to a race of AI based humanoids running a world where humans are no longer the dominant species? These are questions which cannot be answered at present, but simply considered as a possibility.
With new technology will come new pharmaceutical advancements. Cures for diseases such as AIDS and cancer may be just ‘upon the horizon’, while who is to say age reversal treatments or life prolonging tablets will not be as common as vitamin tablets in 20 years time? Such advancements would create huge new business opportunities, with an even larger and older population businesses would have to adapt to service a new consumer group with new ideas, views and desires.
The growth of nations such as China and India will have a considerable impact on the business world. With huge populations (China 1.3 billion and India 1.1 billion) willing to work in ‘inhumane’ working conditions for negligible wages, it is difficult for westernised developed countries to compete on price and output. Whilst quality may be an issue on some products from these countries at present, eventually they will gain the experience to match and maybe surpass western standards. However, as Maslow’s ‘Hierarchy of Human Needs’ explains, people’s expectations rise over time. Thus the people of China will not tolerate such hardships indefinitely, and will eventually demand parity with their western counterparts. This is already evident in India where I.T. personnel previously earning around 25% of their American counterparts salary, are now demanding around 70%.
The possibility of a major war or conflict can never be ignored. The world wars severely slowed down many aspects of business, but also accelerated technology in the form of weaponry, vehicles and munitions. Most nations are spending heavily at present in developing and manufacturing highly technical weapons. Should a Third World War occur, the results could catastrophic. The effect this would have on the World is obvious, but it could equally have a massive effect on business with the emphasis possibly changing on which countries to deal with. Many countries who have been involved in conflicts often gain many allies, and thus such partnerships continue through business once the conflict is over.
Space travel and exploration has long been viewed as the ‘next logical step’ of mankind. In 1969, when man first stepped foot on the moon it was envisaged that regular space travel would exist in the next decades. Political wrangling, disasters, international conflicts and economic issues have slowed down the progression, but it is highly likely that at some point in the future a major emphasis is placed on exploring our neighbouring planets and beyond. The previously mentions events such as climate change, limited resources and fuels, growing populations combined with man’s ambition to always achieve more may be the driving factors behind ‘big business’ investing heavily in space exploration.
Much of international business is based on fluctuations in countries currency. Therefore, in future years we may see a World currency, which all countries adapt to. This would make trade between countries much easier, yet would be open to misuse and corruption if not policed correctly.
Cultural and language barriers between business people has often been the cause of many issues. With business transactions increasing becoming international, such issues must be addressed and overcome. Religions, such as Islam, which dictate how believers lead every function of their life could become increasingly prominent in deciding which countries do business with each other.
2020 looks to be an exciting, scary and complex year, but there again, put yourself back to 1998 and look how the World has changed since then!!