Some Common Sense Rules of Etiquette

by Susan M. Totman, MVA

Working virtually adds a whole new dimension to the phrase “cultural differences”. It immediately becomes apparent how different people around the world work, live and network.

The barriers have been lifted. We can now work “real time” with people around the world, assisting and serving from thousands of miles away in a flash. What is commonly not considered is the fact that though we are working closely together, we may have vastly different views of the world, various business practices and languages. This can be a mixed blessing and can lead to disaster on many fronts.
Language Issues

Learning to adapt to different cultures in a flash can be difficult. You may have to alter your perception of your own language, understanding that though you use a specific version of English, for example, your colleague or client may be perfectly correct in their methods of writing and speaking in their own culture. Before criticizing someone, especially publicly as I have seen done so many times, check your facts – the other person may be correct. YOU could be the wrong one, despite what may be good intentions to point out an error. Though someone may not have a mastery of your language, it does not mean that they are any less skilled or less professional than you. He or she may also not understand that though it may be customary to have specific etiquette in a business solicitation or transaction, it may be very different in their culture. Be tolerant.

Many times on colleague mail lists and other virtual communication venues, someone will post with imperfect English asking for assistance or just want to communicate with peers around the world. Don’t belittle that person for NOT writing in your language. If there are specific rules for the list stating that no posts can be made other than in your language, then it should be the responsibility of a moderator or list owner to take care of that issue—it is not up to you to openly criticize or berate that person—period.

Beliefs and Customs

Understand that your beliefs and methods of working may be entirely different than in a different country and that YOUR WAY IS NOT NECESSARILY BETTER! Each person, no matter where they hail from, is entitled to his or her own opinions and beliefs. It is not appropriate to question or condemn anyone at any time regarding these things.
Interpretation of the Written Word

Though someone may advertise in a way that you consider “spamming” you, to him or her it may be considered innocent advertising. Though it may be unsolicited, to be fair, so are cold-calling and postal mailings. Many of the people whom I’ve seen complaining about such unsolicited “spam” I have seen mention that they have used such methods to attempt to obtain clients at one time or another. Let’s not be hypocritical.

Many people new to virtual business may not understand all of the “rules of the game”, but they are highly skilled professionals perfectly capable of providing you with a terrific end result. Many times using a professional from another country may be far more affordable to you as a subcontractor, particularly with exchange rates these days.

Working with Clients Internationally

Working with clients in different countries can be a challenge and requires consideration of different cultures. Many cultures are quite conservative and formal and require a strictly professional relationship in order to be successful. When approached by a foreign professional, be completely professional. Always address a potential client formally until he or she gives you permission to do otherwise. In many countries, failure to do so is considered a lack of respect and is reason to dismiss you.

Last, but definitely not least – Avoid religious and political discussions with international clients at all costs. There is no quicker way to end a fruitful relationship than to begin to debate over such issues. Keep it professional – not personal.

©2003 Susan M. Totman, MVA

Susan Totman is Founder of Elite Office Support(TM) a FREE Worldwide Listing Service for Virtual Office Assistants, co-founder of Virtual-Professionals.com, and a Certified Master Virtual Assistant. Susan currently owns a document and web template business, Elite Small Business Forms and Templates (http://www.formsandtemplates.com) web design business, Elite Web Studio (http://www.elitewebstudio.com), and mentors small business startups.

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Secretarial services predate Virtual Assistance by more than a few years. Although the latter is an evolution of the other, it is important to understand that the concepts are uniquely distinct from one another. The fundamental difference between Virtual Assistance and secretarial/business support services is the platform of service delivery. In Virtual Assistance, the relationship is key.

In founding the Virtual Assistant profession, Stacy Brice envisioned a concept and a model where the role of administrative assistant is elevated to that of equal and respected independent professional who works in long-term, collaborative partnership with clients of her/his choosing.

Foremost is the idea that while secretarial services are involved in the business of task-oriented work where they don’t know the client or his/her business well (if at all), and can therefore only perform the project at hand without much further meaningful input, Virtual Assistants are personally involved in ongoing relationships with their clients that transcend task work. Brice’s model shatters the traditional boss/assistant paradigm, and provides a platform where ever-increasing efficiency and value is inherently instilled.

1970s: (Approx.) Advent of secretarial services industry.

1981: Association of Business Support Services International (ABSSI; formerly known as the National Association of Secretarial Services) is founded.

1992: Stacy Brice begins working virtually as a full-time home-based contractor with an international client base providing administrative support, travel planning and personal assistance.

1996: Brice begins working with life coach Thomas Leonard. During a telephone conversation with Brice, Leonard coins the term “Virtual Assistant,” which further sparks an idea already germinating in Brice’s mind, and she begins working out her vision of a profession of administrative experts–Virtual Assistance–and creating a model distinct from secretarial services.

1997: The Virtual Assistance profession is formalized in February with the opening of Brice’s AssistU. Also in February, the first ever article on Virtual Assistance appears in The Secretary featuring Stacy Brice (originally interviewed November 1996) and Lora Davidek.

1997: AssistU launches the “Daily Assistant,” the first-ever ezine for Virtual Assistants which runs five days a week to more than 10,000 subscribers (most of whom were not VAs) until publishing is discontinued in 2000.

1998: Global Association of Virtual Assistants (GAVA), a members site run by Amy Sarai and Julie Hewitt that also provides RFPs to the public, opens with the backing of Thomas Leonard. GAVA runs great guns for a year or two until fizzling out in 2000 due to lack of interest by both Leonard and the site owners. Site owners Sarai and Hewitt also start VA4U.com as a directory of VAs (which is now owned by someone in the U.K). GAVA’s only lasting legacy is the article “101 Ways to Use a VA” by Amy Sarai.

1999: Christine Durst and Michael Haaren establish Staffcentrix in Spring. Although claims have been made that Durst founded Virtual Assistance, that is actually inaccurate.

1999: AssistU adds Virtual Assistant certification to its program.

1999: Durst and Haaren form the International Virtual Assistants Association (IVAA).

1999: Jacky Workman forms the International Association of Virtual Assistants (IAVA).

2000: Janet Jordan (deceased January 2006) opens Virtual Assistance University (VAU). Fred (deceased August 2006) and Shirley Gandee form the International Association of Virtual Office Assistants (IAVOA), and A Virtual Solution (AVS; now a web-hosting reseller) is established. IVAA begins certifying VAs.

2001: Virtual Assistant Certification appears on the scene, formed by the allied founders of VAU, IAVOA and AVS. IVAA separates from StaffCentrix. Stacy Brice nominated for Fast Company’s Fast 50.

2002: Stacy Brice speaks at ABSSI conference in Virginia, encountering resistance to the new idea of Virtual Assistance and its relationship-based business model.

2002: Janice Byer and Elayne Whitfield form the Canadian Virtual Assistant Connection (CVAC).

2002: Michelle Jamison, Carol Ford and Laura Sandham form Canadian Virtual Assistant Networking (CVAN).

2002: Mary-Lou Ashton forms Canada-based Virtual Assistant Training Program (VATP).

2003: Kathy Zengolewicz, Jackie Eastwick and Mary Motz form the Delaware Valley Virtual Assistants Association (DVVVA).

2003: ABSSI dissolves; domain ownership is assumed by Nina Feldman who repoints it to her web site. Business Support Services business owners begin calling themselves Virtual Assistants, although their business models predominately remain unchanged as secretarial services (mainly local clients and project/piecework for anyone willing to pay), presumably to jump on the Virtual Assistant bandwagon given the loss of their own group.

2004: Margaret McKillen forms the Association of Virtual Assistants of Ireland (AVA Ireland).

2004: Caroline Nelson forms the Southeastern Virtual Assistant Group (SEVAG).

2005: Caroline Melville forms Scottish Virtual Assistants (SVA).

2006: Scottish Virtual Assistants changes to Society of Virtual Assistants (SVA).

2006: The Virtual Assistance Chamber of Commerce (VACOC) is formed by Danielle Keister.

(NOTE: Facts will be added on an ongoing basis to this History of Virtual Assistance @ Virtual Assistance Chamber of Commerce.)

One of the fastest growing home-based business opportunities can help other home-based businesses grow their business. Virtual assistants (VAs) function as online lifesavers for offices of all sizes.

VAs are professional office assistants who provide office services and support without being physically present. They provide a wide range of business services through the Internet, fax and telephone. Unlike temporary employees, VAs are entrepreneurs — just like many of their clients. Since much of their work is done online, they can work locally or globally.

A virtual assisting business can be started virtually overnight with a computer, online connection, Web site and some sharp office skills. Services range from accounting to bookkeeping; from research to transcription. VAs can make travel arrangements, provide desktop publishing, offer mailing services and help with marketing, billing and word processing.

It’s estimated that an efficient VA can make between $25 and $50 an hour, depending on their skills and the kinds of services offered.

Dan Ramsey, author of 101 Best Home Businesses, writes that an established secretarial business should be able to bill at least 75 percent of time to clients. He estimates that overhead expenses for a secretarial-word-processing service range from 20 percent to 40 percent including taxes. This means that VAs could probably keep 60 to 80 cents of every dollar they bring in, according to Ramsey.

The term “virtual assistant” began appearing on Web sites about six years ago. As corporate downsizing and budget cuts continue, VAs will likely be in big demand. Since a VA is a contractor, employers don’t have to pay taxes, insurance or any fringe benefits. There’s no need for extra office space or equipment. And the employer only pays for “time on task.”

Virtual assisting lends itself to both full-time and part-time work. For example, Andrea Pixley, the mother of three and a military spouse, uses her VA business to supplement the family’s income. She wanted to find a home-based business that wouldn’t be affected whenever her family moves.

“I got started as a VA by first researching other VA’s Web sites. I felt confident enough with my skills, and I had all the equipment, so I put up my own Web site,” Pixley said. “It took awhile to get my first client, but now I have clients all over the country. I live in New Mexico, but my clients include a business coach in San Francisco, a custom rug maker in Northern California and a marketer in New Jersey, to name a few.

“You have to be organized to be a good VA,” she said. “It’s a lot harder than you think. You have to be able to run your own business and keep track of all your client projects, too. You also have to market your business every day.”

Kathy Ritchie, an Aurora-based VA, says that virtual assistants are in demand, but it takes work to be successful.

10 Ways a Virtual Assistant can REVOLUTIONIZE Your Business

For those of you who are still in the dark, a Virtual Assistant, or VA, is an executive level, administrative professional who works from his/her own office to support clients using some of the latest available technology. The Internet has brought many skilled professionals out of the corporate environment and back into their homes, enabling them to create a better work-life balance, while still performing in the roles they love. The VA is one such professional. Working from their home-based offices and making use of the Internet, telephone, fax and email, VAs are able to offer small and medium-sized businesses a quality of administrative support, previously only available to the corporate giants, in a cost-effective manner.

A Virtual Assistant’s service offering may vary, but you are guaranteed to find one out there who is able to perform the exact functions your business needs. You will find that hiring a VA will REVOLUTIONIZE your business.

1. A VA brings invaluable work experience and training to the table. You may even find that they will teach you a trick or two. Be it software, hardware or grammar, you can be sure that your VA knows his/her stuff!

2. Because VAs run a business themselves, they have a unique understanding of what your needs as a small business owner are. They will be able to assist and advise you on matters pertaining to Marketing, Branding, Web Design and e-Commerce. What avenues of advancement have you not yet explored with your business? Are you sure that you have all your bases covered? Your VA can help.

3. Get organized. If you attend conferences and AGMs I’ll bet you have a ton of business cards cluttering up your desk. Let your VA scan and enter them into a database for you. Future mail campaigns will be a breeze with a ready-made contact list all neatly stored on a CD.

4. Is there a special project boiling over on the back-burner that you’ve been wanting to do? Your VA can help with research, planning and coordination, leaving you free to continue your focus on your core-business function.

5. If you’re too busy to remember important dates, anniversaries and meetings, your VA, with a tailored reminder service, can assist. From ordering flowers for your mother, to sending a thank you note to a client and even arranging gift baskets for investor, they aim to please.

6. Conceptualizing marketing items can be agonizing if you don’t have the know-how, equipment or creative flair. Most VAs have a wide range of software packages at their finger-tips, as well as experience in creating flyers, brochures and business cards for their own company’s. Put your ideas to your VA, they will dazzle you with the results.

7. Planning a much-needed break with your family? Let your VA take care of the details; flights, car hire, accommodation, even a list of “must-see” places of interest. Your VA can handle it all, down to the very last detail.

8. If you’re on the road a lot, chances are your cell-phone is often out of signal range and there is no one in your office to take a message should that all-important client call. With the call answering service provided by many VAs, you can divert your calls and rest assured that your client will receive the personal touch rather than dealing with an annoying automated answering device. Your messages will be passed on to you in order of importance and you won’t need to sort through lengthy messages on voicemail.

9. Conferences and networking functions can take a lot out of a small business owner. It is imperative that you attend and make a dazzling show of it, but in order to do so, you have to neglect existing clients. This will no longer be a problem with a VA. They can handle all your conferencing arrangements; table-hire, banner design and creation, even gift bags for client samples. It’s that easy!

10. If you have a lot of correspondence, and you’re a bit of a “keyboard klutz”, your VA can help. Many VAs offer a fully digitized transcription service. Simply record your memos/letters onto your computer and email them to your VA, s/he will have it neatly typed and ready for mailing in no time! Other VAs may provide dictated typing as a service, so that urgent e-mail is just a phone-call away.

About the Author

Tawnya Sutherland, founder of Virtual Assistant Networking (VAN) and author of The VAS System, a Virtual Assistant Startup System, is a Certified Internet Marketing Specialist sharing her expertise to help aspiring and successful VAs turn website clicks into cash for them.