Technology can help businesses

While in France recently I witnessed retailers adding up purchases on pieces of paper or mentally - not a computer, eftpos terminal or mobile phone in sight. Back in New Zealand I saw a sign posted in a local barber shop: 'To keep our running costs down, we do not have eftpos: cash or cheque payments only'.

Clearly, some businesses resist IT advances - which include everything from smart mobile devices and wireless networking to telephony systems that pop up a message to tell you the customer calling still owes you money. Some avoid IT even if it means the business runs less efficiently as a result. Is an aversion to adopting modern IT tools cultural - as is sometimes alleged in the case of the French - or are there other reasons businesses may be slow to adopt new technologies?

Rob, a freelance supplier to the New Zealand film industry, has a basic mobile phone and a four-year old desktop PC running the Windows ME operating system. The PC is not used for business, but to upload photos from a digital camera for photo editing. While Rob is no slouch at using IT, he says IT for IT's sake can intrude on business and personal relationships.

"[Technology] can change a five day job into a four and a half day job and speed everything up; I don't know if that is beneficial [for families or customers]. The 8am-to-4.30pm day is now gone because you can work from home and be contacted at home or out of hours," says Rob.

While he admits he's "stuck in the early 90s" when it comes to technology, Rob says he's not disadvantaged by his lack of gizmos and gadgets. However, he is deluged by messages from technology heavyweights like Telecom and internet service providers, telling him he needs IT to be 'business savvy'.

"I hand-write my invoices because it's quicker than having to type them up and print them; then I hand deliver or post them. A mobile phone able to send a picture would be helpful for work but you also have to have a conversation with people," says Rob.

Beside personal preference and culture, what other barriers exist? Anne Taylor, Microsoft product marketing manager for the Microsoft Office suite of business software, says small businesses are often technology laggards through fear of the unknown. Not knowing where to find help can also lead to procrastination.

"When you're unsure who to ask for help, and don't know how much [new technology] will cost or how you will find the time to learn new technology, it often seems easier to stick with what you know," says Taylor. She says many small businesses don't use IT partners and attempt to upgrade or learn new technologies alone. This can lead to a loss of money and confidence because the new systems are not what the business needs or are not being used correctly.

A business may also purchase an IT device or system not intended for business in the first place. Warwick Grey, SME segment marketing manager for Hewlett Packard says many small businesses don't realise general electronics stores like Dicks Smiths and Noel Leemings retail IT products designed with the consumer, rather than the business, in mind.

"While some retailers have tried to develop small business stores or areas in stores, [IT] devices sold via consumer retailers tend to be under-specified for business and are not always networkable. The most suitable business models may not be stocked," says Grey.

Taylor and Grey say people are often not aware small business IT specialists are available throughout New Zealand - just call the Microsoft, HP, Telecom or Vodafone's of the world if you want to locate one. How much specialist help is needed depends on where the small business is starting from and what they want to achieve, says Taylor.

Grey says there are still small businesses in New Zealand without email accounts or internet connections and those with computers serviced by friends and relatives or hobbyists moonlighting in IT support. While casual support people may do a good job of keeping small business systems running, they're unlikely to help a small business work out an overall IT direction, says Grey.

Taylor says Microsoft spends a lot of time showing technologically illiterate small businesses how to use IT to be more efficient and save time and money.

"[Embracing IT] involves investing time upfront to learn but technology is a time saver in the long run." she says.