By Rebecca Cook

Dear Doctor Webb,

For the last five years I have developed some troubling symptoms, which are now beginning to make my bottom line very red. Half my staff are outsourced in different locations, using disparate computer platforms and I can't communicate with them properly. I'm forever running back and forth to meetings, ordering couriers, and my email is so choked up with document attachments, yesterday I had to perform the Heimlich manoeuvre on the server. Is there a way I can bring my business back into line?

Signed Stressed & Tired

Dear Stressed & Tired,

You'd be surprised how many businesses have these similar symptoms. As organisations become more complex, you now need to consider partners, contractors, resellers, outsourced staff and other key stakeholders in your extended family communication equation.

The Way We Were

Once upon a time, a company had all its dedicated and long-serving staff at the one location, where they could all access the same information in the filing cabinets or on the local network. But with the global boom, this company's now got offices all around the world, and all types of new employees. Their IT department might be outsourced to another group, who are not on the same system, or they might rely heavily on resellers to move their product. These new variables highlight the critical need for the flow and accessibility of information to be uninterrupted, centralised and individual.

Extranets - Just What the Doctor Ordered

An Extranet is basically a private, secure link between two businesses using the Internet as the backbone. Users are given a secure login and password to access information tailored to their relationship with the Extranet owner. For example resellers may login to the Extranet and be able to download marketing and sales materials, while a supplier who logs in through the same interface can't see the marketing area, but can access an online billing and invoice system. All of this can be done regardless of time and place as it's online 24/7.

Streamlining Business Practices

Dealing with an increasingly disparate workforce is only one area where an Extranet can help to increase efficiency and cut costs, they can also help to reduce paper waste, slash the cost of face-to-face meetings and encourage immediate support solutions. Self-serve options can be set up, enabling clients to directly access answers to their problems, generate their own invoices and order products online thereby taking the pressure off your phone or administrative staff allowing them to get on with other work.

While slicing the cost of your overheads, the Extranet has the added advantage of personalising and customising your communication with your stakeholders - making them feel well cared for.

Strategies for Getting Your Business into Shape

Here's some options you could think about including in your Extranet:

• Document libraries - Placing electronic documents in a central location that can be accessed online anytime of the day from any location will save time and money in printing, locating and transfer costs. The real advantage though is that documents can be kept accurate and up-to-date at all times without any further cost to the organisation. Data can be supplied so efficiently that businesses can now react quicker to changing market conditions.
• Forums/ discussion boards - These allow you to build relationships with your stakeholders as well as find out valuable information about their needs and wants. It also gives you a place to collaborate with partners and resellers.
• Project management tools including timelines, budgets - Transparent business practices will foster trust and even stronger relationships with your stakeholders. By publishing the status of work in progress to relevant clients, they can provide input at crucial points as well keep in touch with the developments.

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