Have your say! Business support part two

Have your say! Business support part two

April 19, 2010 by Rory MccGwire

Earlier this year, entrepreneur and founder of The School for Startups, Doug Richard, published his Entrepreneurs’ Manifesto – a “declaration of rights” for small businesses.

The manifesto sets out eight demands to a new government, each of which addresses a different key concern for businesses. In the build-up to the 6 May general election, Donut MD Rory MccGwire is offering his thoughts on the issues raised by Doug Richard.

Scrap Business Link?

In Part 1 of this blog I summarised the recent history of business support in the UK. I concluded that, after 20 years of heavy expenditure, one precious asset that we have is a brand that most business people recognise. Business Link is “the place to go to access whatever help is available”.

I take this view notwithstanding the fact that I’m still hearing the same things now as I’ve heard every single year during that period.

“Business support is too fragmented.” “I don’t know where to go for help.” “It needs to be more practical.” “The advisers need to be people who have run SMEs.” “It must be local.” And meanwhile the civil servants seem as keen as ever to have a service that is “innovative”, a word that is prominent in every tender that comes across my desk at BHP, the company behind the Donut websites.

In his intentionally controversial Entrepreneurs’ Manifesto, Doug Richard proposes scrapping Business Link and moving business support online.

Traditionally, business support has been delivered one-to-one through business advisers and telephone helplines, together with an extensive calendar of training courses and networking events.

But hold on a minute, let’s start by asking what we are trying to achieve. What are the objectives of government business support?

Well, it’s support for businesses of course. There are about four million of them.

Some of them are like Doug Richard and me: successful (OK, he’s a lot more successful than me, I’m the first to admit it), confident, experienced, and so on. Do these individuals seek Business Link’s help on how to start a business, or how to comply with all the regulations surrounding employing someone? Probably not, but we do take advantage of tailored support for ‘high growth’ companies. The UK invests a lot of money helping its most capable businessmen, not least because the next Google, Dyson or Nokia may be among the businesses that they start. I have mixed views on this.

I generally prefer ‘pull’ to ‘push’. So who are the people who actually come looking for help?

In a word, novices. It is people who feel they would like to be self-employed, but want to bounce their idea off someone with some experience who can also tell them how to go about getting started.

One obvious group that springs to mind is women who are returning to work once their children are in full-time education. They have a high propensity to seek help.

Another group who ask for help is people who have never run a business, but suddenly find themselves out of work. (By the way, Tony Robinson, the well-informed boss of SFEDI, the standards-setting body, was quoting a UK statistic that if you’re made redundant at age 45 you only have a 10% chance of getting a new job.)

There are lots of subgroups like this. Some of them get lumped together in reports under the unflattering name of ‘disadvantaged groups’, or ‘the hard to reach’.

Do these guys all use the web for business support? Er, no. The latest research from the Small Business Research Trust reveals the true extent of this non-use.

In 2007, ‘information on websites’ was the most popular form of business advice, having just pushed ‘face-to-face contact with an adviser’ into second place. But the latest data, published in December 2009, puts the business advisers back at the top of the charts. I guess there is simply too much information out there on the web for people to cope with.

BHP’s own user-testing bears this out. Users with a specific business question are unlikely to be able to find the answer online. Their first port of call is businesslink.gov, which is also their best chance of finding the answer. So it should be after the vast sums of money that have been invested in it. Happily, they also find the Donut websites useful for the topics that we cover. And likewise a specialist website such as j4bgrants is a treasure trove for that specific search. But while other small business websites are brilliant in other ways, they don’t always give you direct answers to direct questions.

As the data shows, businesses are once again finding it easier to simply ask someone: a friend, an accountant, an adviser, or whoever.

Business Link, and the plethora of business support organisations that it acts as the signposting for, delivers this face-to-face support. So it’s no good simply scrapping it. The question is, how can we improve it and which organisations should be delivering this one-to-one business support?

I’ve got lots more to say on this fascinating topic. On call centres; on how to objectively establish the success and value of a service; on the psychology of start-ups and micro businesses; on how to make the front line and the back-office of Business Link (etc) hugely more cost-effective; on how to involve the banks (an old idea, but a good one); on how to get the support/messages of 1,001 different public sector organisations out to small and medium-sized enterprises; on how to do public sector procurement without financially damaging so many of the bidders; and, sticking with procurement, on how to tap into the specialisation, experience, passion and sheer hard work of the smaller suppliers more than we do now; and that is just the first list of things that springs to mind…

But let’s see what others have to say first. Comments please!

(By the way, thank you to everyone who commented last week on my business regulations blog, I’ve enjoyed reading them all.)

Rory’s other Have your say! blogs

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Comments

[...] Have your say! Business support – Part 2 [...]

[...] Have your say! Business support – Part 2 [...]

[...] Have your say! Business support – Part 2 [...]

[...] Part 2, I looked at who ‘the customers’ of business support are, and how they would like to receive help. I concluded that it is a very broad audience and that business novices make up a large proportion [...]

The issue with a great deal of web based support, as you mention, is that it’s so hard to get your head around. It not tailored to you and you’re expected to keep reading till you get the bit of information (support) you need. The BusinessLink site is a point in case. Crammed to overflowing with useful ‘stuff’ but often hard to navigate. The key to online it seems, is to make the online support more interactive. Use tools that tailor the information to the searcher and use networking and social tools to add the possibility of peer support. We all know from forums (and increasingly twitter) that if you can think of it, then someone has probably already done it (or at least failed at it) and that’s a great way to getting a solution.

[...] Business support – Part 2 [...]

[...] Business support – Part 2 [...]

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