IN THE wake of HIPAA and Graham-Leach-Bliley, agencies are increasingly sensitive about their responsibility to protect their clients' privacy. Recent news stories have shown the damage that can be done to a company's reputation when it announces

OF ALL the equipment in their offices, insurance agents probably use their telephone systems the most and think about them the least. As long as you can reach the people you want to call and they can reach you, the phone system doesn't get much

WHAT DO autonomy, creativity and consistency have in common? They are all characteristics an agency owner would like to see in each employee. Autonomy gives employees the sense that they control their destinies and have the opportunity and authority

DO YOU pay attention to the transaction activity notes in your agency management system? You should. If you use your system correctly-as the core location for all transaction activity with your clients-the notes could be your best friend in the event

YOU'VE just finished reading 10 articles about insurance agencies going paperless, and you don't want to be left behind. You're ready to rush out, get some scanners, and hop on the paperless train. A more efficient office is your destination, but

THE NEED to back up agency data isn't a new topic, but developing technology is constantly presenting new backup problems-and backup solutions. Since we purchased our first computer system in 1983, we have experienced more than one of both. A

SEVERAL months ago, a reader asked whether my agency used dual monitors. Although we did not, other readers responded that they had. I'm always curious about new technology, and after doing a little research found a 2002 prediction by Bill Gates

MY LAST two columns described our agency's efforts to end walk-in premium payments on direct-bill accounts, freeing time for our employees to offer our clients other, more valuable service. Last month I explained how we began communicating to