Issue 2, Volume 2

March/April 2004

Inside this Issue

Two Surveys, Quick and Easy
Using "Multiple Choice (Select and Rate)"
Surveys & Assessments Lead Performance Improvement
Does Your Organization Need a Checkup?
Setting Time Limits for Your Tests
You Can Pick the Features

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Editor's Letter

Greetings!

In each issue of Hostedwire, we bring you secrets, resources, tips and techniques designed to maximize your survey and test results. Today you'll learn how surveys can guide Performance Improvement Projects to paybacks of greater than 10:1.

You've got a packed issue today, so grab a cup of coffee and get comfortable--you'll want to take your time with each article.

Continuing your peek behind the Hostedware scenes, today you'll meet David Donaldson. David does a great job on the design end of customer surveys and tests.

Introducing David Donaldson

After 22 years in the military, David sought out a new challenge--keeping up with Hostedware customers. "Working at Hostedware has been an adventure because it provides me the opportunity to meet people from all over," he says.

A banking customer's 4th quarter certification exam gave him the opportunity to flex his web developing muscles. He enjoyed "developing the web pages for the review material and mastering the use of embedded HTML code in the test design software."

The project provided valuable insight into the adaptability of the Hostedware system. He says, "learning how to manipulate the text and graphics within the software has helped me become more flexible when I design tests and surveys for customers."

You can experience David's top-notch creation skills when you work with Hostedware to build your online surveys and tests.

Sincerely,
Dennis Frayne
dennis.frayne@hostedware.com

P.S. Need to present the data for a big presentation in a way your boss can understand? Let us help. We can use your survey data to create a PowerPoint presentation that'll wow your boss.

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Contact Hostedware

Hostedware Corporation | 16 Technology Drive, Suite 116 | Irvine, CA 92618

USA & Canada: 800-211-6967 | Local & Int'l: 949-585-1500 | UK: 0800-032-2342

customerservice@hostedware.com

www.hostedware.com | www.hostedsurvey.com | www.hostedtest.com

Two Surveys, Quick and Easy

Corporate DevelopMint works with non-profits on fundraising projects. When a client needed information on how well funded arts organizations were in South Carolina's low country region, Corporate DevelopMint's Michael Kelley set about finding the best way to gather the necessary details.

To find participants, Michael used a list provided by the client and several online resources. Michael and his team called every art organization that fit the criteria and asked if they'd be interested in participating.

"Part of what made people excited about participating was that the survey was being offered online. We made sure to explain how much easier the electronic format would be for them and found everyone was very receptive to that," Michael says.

They found sending a direct link to the survey via email resulted in the highest participation rates. Sixty percent of organizations receiving an email responded to the survey.

Corporate DevelopMint also took advantage of Hostedware's emailing options to email messages to their list. "Being able to send customized second and third email reminders has really raised our response so far," Michael says.

Michael says the strength of Hostedware lies in "the people who pick up the phone." During the setup of the original survey project, he found Hostedware's approach extremely helpful. "They didn't take anything for granted and made sure we never missed a step."

In fact, Hostedware did such a good job training him on the original project, Michael says, that he was able to gather the information he needed for another project.

In February, while Michael was setting up the original survey with Hostedware, Corporate DevelopMint found themselves in a bit of a bind. They had sent out a paper survey for a healthcare forum they were hosting and hadn't received enough of a response.

Because he'd been working with Hostedware, Michael realized this was the perfect project for them. Within one day, he had an electronic survey for the forum participants "without a single call to support."

Though Michael doesn't look forward to more last minute projects like the healthcare survey, he is pleased to know he can have his surveys up and running with a minimum of fuss.

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It's Your Turn in the Spotlight

You've run some outstanding surveys or tests. It's time you shared your success (and the lessons you learned along the way) with Hostedwire readers.

Along with great exposure, you'll also be helping out a community of survey givers. So, go ahead, sign up for your turn in the spotlight. Just send an email to Dennis Frayne, Editor of Hostedwire, and tell him you'd like to be featured.

FAQ: Using "Multiple Choice (Select and Rate)"

Q: Tell us about the "Multiple Choice (Select and Rate)" question type.

When you ask a question about preference that offers respondents more than one choice, you may also want to find out which of the choices selected are the most important, most highly preferred, or most highly rated.

For example, you might be asking your customers which products they have purchased in the past, and then follow it up by asking which of the products they found the most useful, or which they would be most likely to purchase again.

Hosted Survey™ automates this two-part question using the Multiple Choice (Select and Rate) question type. When you use this question type, the multiple choice question will be automatically followed up with a second question asking respondents to rate their answers. The answers they selected in the first step will be presented for rating in the second step.

Follow these steps to add "Multiple Choice (Select and Rate)" to your survey

1. Login to your Hosted Survey™ account and open your survey for editing.
2. >From the top menu, select Design Survey, Survey Questions.
3. >From the drop down list box of question types, choose Multiple Choice Question (Select and Rate) and click [Add]. This will open the New/Edit Question page so you can create your question.
4. Once you've written your question and made any additional choices, click [OK] to save your settings and you will be asked to add your answer options. Once that's done, click [OK] again to save them and continue building your survey.

Rate all or rate top choice?

You can decide whether you want respondents to rate all their answer choices, or just have them name the most important one.

When "Rate All" is selected, the follow-up question will display each answer next to a drop down box containing ranking numbers. They will be asked to rank their answers in order, with 1 being their first preference, 2 their second preference, etc.

When "Rate Top One" is selected, your respondents will be asked to select their single most preferred answer. They will see the answers they chose with radio buttons next to them, and they will be permitted to select just one.

Additional rating options

You have other options for this question type as well, such as whether to require your respondents to answer or not, whether they can select any number of choices or enforce a minimum and maximum number of selections, and you can randomize the order in which the choices are displayed for each unique respondent.

You can add an extra dimension to your survey when you use the "Multiple Choice (Select and Rate)" option. To learn more about using this question type in your survey, contact our friendly customer support team at customerservice@hostedware.com, toll-free at (800) 211-6967, or (949) 585-1500.

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Survey Novice?

You're lost and confused--there are so many survey options out there. Some of them are downright cheap, and some are super expensive. They don't all have the same features, and by now you'd just like to bury your head in the sand and decide not to decide.

Relax. Your choice is easier than you might think. You can experience Hostedware's fantastic customer service, top of the line technology, and dazzling experience for yourself at absolutely no cost.

Just fax us your draft questionnaire at (949) 585-0050 and you'll receive a demo of your first 11 questions to see for yourself that we offer the solutions you need.

Questions? We'll be happy to answer them. You can reach us at customerservice@hostedware.com, toll-free at (800) 211-6967, or (949) 585-1500.

Using Surveys and Assessments to Guide Performance Improvement

by Christine James of Loconotion, Inc.

With 8.4 million unemployed people in the US, according to the Bureau of Labor Statistics, employers can take their pick from qualified personnel.

High unemployment, however, can't be used as an excuse for taking advantage of employees. Businesses run a risk of hampering productivity when they're not aware of staff needs and abilities. For example, promoting someone to department head who isn't a natural leader reduces productivity and increases costs.

These situations can be avoided through Performance Improvement Projects.

What are Performance Improvement Projects?

Performance Improvement Projects are programs that enable employees to function productively and happily in a position that suits both their personality and skill-level. This is important in any job market situation. Companies that become complacent could soon suffer from productivity declines and a negative atmosphere within the company.

Well-balanced Performance Improvement Projects:

• Ensure the right person is in the right job
• Increase employee proficiency
• Encourage employees to develop within their own jobs
• Show employees how their job fits into the bigger picture
• Lead to certification training that develops suitability for promotion

What are the rewards?

Not only will you have a happier staff and increased productivity, but Performance Improvement Projects often directly impact the bottom line. According to Jim Fuller, author of "Managing Performance Improvement Projects," many performance improvement projects have demonstrated payback of greater than 10:1.

How can you begin?

Before starting a Performance Improvement Project, you'll need to collect a range of company personnel data. Any project that is not supported by accurate data will fail. You may want to start your data collection with the following:

• Capabilities: Consider each person's talents and abilities both within and outside the current job. Most jobs are amorphous, so broadening the search for talent makes sense. Plus, keeping an eye on employee talent helps alert you to ways you may shuffle staff for maximum productivity.
• Improvement: People are different. One employee may function within a job very efficiently, but is unwilling to upgrade his/her skills. Another may constantly be pushing boundaries and improving skills. Both types of employee are necessary and valuable. Consider each employee's approach to learning.
• Initiative: Some people take initiative in improving and streamlining their job functions, and others are happy to continue as they always have. Knowing preferences helps you place people within a function where they will thrive.
• Leadership: Assess each employee's leadership ability. Also try to gauge the employee's comfort level with leadership. Some employees are great leaders, but would rather take a back seat to more experienced managers.
• Teamwork: Of course, it's important that all your employees get along with people in some capacity, but some positions require daily teamwork, while others require more solitary activities. Again, keep an eye out both for ability and preference to avoid employee frustration.

To gather meaningful data in each of these five areas, you'll need to involve everyone in the process. One approach is to use surveys, assessments and evaluation. Whatever your approach, make sure you're ready to take action on what you learn. Ultimately, without action, there will be no change.

Surveys: The "CEO" Approach - Clarity, Empowerment, Opinions

Before you begin your survey, be clear about the reasons for conducting it. This clarity should also be communicated to employees who may worry the survey is really an excuse to fire staff.

Write questions to empower employees. Carefully construct each question so that employees don't feel trapped by an answer.

Engage participants. When you ask for employee feedback, and implement it, they are likely to see the process as one that involves a team.

Assessment: an ongoing check system

Once you've conducted the initial survey, the work doesn't end. You'll need to continue to assess staff both to ensure employees continue to be satisfied and to make adjustments for any changes.

Your future assessments can take into consideration employee performance, satisfaction, promotability, and ingenuity.

Evaluating the results

Conducting surveys and assessments can only take you so far. Without accurate and ongoing evaluation of the results, nothing will change. It is essential for management to know the mood and capabilities of employees.

Good management will use this information to change company infrastructure, as well as employee structure. Accurate analysis points the way to effective training and certification programs, as well as improved team relationships.

You don't have to do it all on your own

Creating effective surveys, assessments, and evaluations is a balancing act that requires skill and sophisticated tools.

Offering a knowledge base gathered from previous customers, Hostedware makes this balancing act easy. Your surveys and assessments will be compiled with a high degree of accuracy and relevance.

To get started on your survey and assessment process today, contact Hostedware by emailing customerservice@hostedware.com or calling toll-free at (800) 211-6967, or (949) 585-1500.

This article researched and compiled by Loconotion, Inc, a full service interactive agency.

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What if your data goes all haywire in your presentation?

Have you had this nightmare? You've put together all the data from your survey. You've formatted it into a pretty PowerPoint presentation. There are sound effects and great graphics.

And there you stand, in front of the board of an international Fortune 500. You flip to the first slide. And you realize: you've made a huge mistake with the data.

Stop tossing and turning. Hire Hostedware to handle all your data from collecting it straight through to compiling it.

Get started now. Email customerservice@hostedware.com or call toll-free at (800) 211-6967, or (949) 585-1500.

Does Your Organization Need a Checkup?

Editor's Note: Drs. Ron Rembisz and Carol Boyce use Hosted Survey™ to create surveys that gauge corporate climate. They help companies conduct PeopleScan™ pulses. Visit Ron online at rembisz.com, and Carol at rubiconleadership.com.

Much like your physician is concerned with your heart health and measures your heart rate and blood pressure, you need to keep track of the health of your organization, too.

"Employees are the heart of an organization," says Dr. Carol Boyce. "And you keep track of that heart by conducting a pulse."

A pulse is a brief survey (it should take no more than 2-3 minutes to complete) that measures a specific metric like employee satisfaction. It encourages two-way communication between employees and managers, and helps management understand where there may be potential conflicts.

Its biggest benefit, according to Dr. Ron Rembisz, is that you can have results almost instantly. "Most people think a survey will take 6 months or more, from start to finish, but the PeopleScan™ pulse brings in feedback in less than 24 hours."

Ron says that companies most often need to use a pulse when they are engaged in some change. If your company is going through a downsizing or merger, for instance, a pulse can help you get at the root of rumors, clear communication channels, and reassure employees that you do genuinely care about their opinions.

Both agree that fundamental to the success of a pulse is trust. Carol explains that over time, more and more employees can be expected to participate, as they see that the feedback is incorporated, and there are no negative repercussions for participating.

And that's why, Carol says, it's a good idea to outsource the pulse process. Without absolute assurances that the process is 100% confidential, employees may be reluctant to participate, or worse, they may not be completely honest in their responses.

Confidentiality violations are all too common when companies decide to keep the pulse process in house.

For instance, Carol says, the employee managing the survey may break categories down too far so that there are too few respondents in each. That makes it easy to determine who responded in what way.

"We really appreciate how easy Hostedware makes it to set minimums," Carol says, noting that it takes a human's judgment to determine precisely how much of a breakdown is too much, but that a solid technology platform makes the work much easier.

Once you've collected your results from a pulse, you should be able to determine a solid course of action based on employee feedback. For instance, if employees communicate that they're confused by a new initiative, you can put together a task force to come up with new methods of explanation.

It's crucial that some action be taken after each pulse. "Employees need to know that their feedback is making a difference," Carol says.

"Positive change is the key to increasing participation," Ron says, "so, over time, your results become even more useful."

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Need just a little feedback?

Do you need just a few questions answered? For website surveys, customer service follow up, or to take a pulse in your organization, you can have your short survey up and running in under 24 hours with Hostedware.

For short surveys and long, turn to Hosted Survey™. You'll get solid support, reliable results, and a fast turnaround.

Get started now. Email customerservice@hostedware.com or call toll-free at (800) 211-6967, or (949) 585-1500.

FAQ: Setting Time Limits for Your Tests

Q: How can I set a time limit for students or applicants to take my test?

When you administer a test and want to limit the amount of time participants have to complete it, "Timed Testing" is the perfect solution.

You can set a timer for the whole test, or, if your test is administered in sections or chapters, you can set a timer for each part.

Setting up "Timed Testing"

Once you've logged into your Hosted Test™ account, select Design Test, Layout and Navigation, Timer from the menu. On the Timer page you will be able to set all of the necessary parameters to enforce a time limit for your test.

First, be sure to check the "Enforce timed testing" box. Then you need to decide whether you're going to limit the time available for the test as a whole, or per chapter. (Feel free to contact Hostedware Customer Service for more information about using chapters in tests.)

Now, how much time do you want to allow your students? Fill in the number of hours and/or minutes the test or each chapter will remain available.

Test-takers can be warned time is running out

When your participants are nearing the time limit, the system can automatically warn them with one or two pop-up messages advising how much time they have remaining.

You choose when they see the message, where it will pop up on the screen, what the window title and message will say, and what the message will look like.

Once the time allotted has expired, your participants will not be able to reenter the test. They will get an error message if they try, which you can customize.

Wouldn't using Hosted Test's™ Timed Test feature streamline your grading system? Contact a Hostedware representative to get started today at customerservice@hostedware.com, toll-free at (800) 211-6967, or (949) 585-1500.

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How can you get 200 (or more!) free responses on your next Hosted Test™ or Hosted Survey™?

In this issue, you'll find opportunities to get 200+ free responses on your next Hostedware project. Keep reading for details!

You Can Pick the Features

We Want Your Feedback and Suggestions!

Do you love Hostedware's survey and test tools but find one little button drives you crazy? Is something about the interface not as intuitive as you'd like?

Or maybe there's a feature you just have to have?

Now's your chance to create your own Hostedware services. Just tell us what you need--no matter how big or small.

Get 100 extra responses just by sending in feedback

When you share your feedback on the Hostedware tools with me by email, your Hosted Survey™ or Hosted Test™ account will be credited with 100 responses.

Share Your Outstanding Content

Wanted: Survey and Test Samples and Question Libraries

Have you created an outstanding survey or test that got great results? Would you like a chance to get some extra exposure? How about 100 free responses for your next Hosted Test™ or Hosted Survey™?

In exchange for letting us use your survey or test, we'll give you great exposure--a resource box complete with your contact information and a link to your website. Plus, if you're a Hostedware customer, you'll receive 100 free responses for every submission of yours we use.

What are we looking for?

Visit our samples page at http://www.hostedsurvey.com/survey-samples.html and http://www.hostedtest.com/samples.html to see examples of the kinds of surveys and tests we'd love to see.

You don't have to be a designer

All you need to submit is a simple document (email, MS Word, HTML or hard copy), and we'll handle all the formatting. Or your submission can be a survey or test already produced using Hosted Survey™ or Hosted Test™.

We are also interested in pursuing question banks and question/answer libraries from individuals or firms who are liquidating their intellectual property.

Don't miss out on this opportunity to get 100 extra responses for your test or survey. It couldn't be easier--just send an email to dennis.frayne@hostedware.com.

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