Author page: Daina Milner

The UK’s legal requirement to ensure data security and privacy

In the UK, The Data Protection Act 2018 controls how personal information is used by organisations, companies or the government. The Data Protection Act 2018 is the UK’s implementation of the General Data Protection Regulation (GDPR).

• The GDPR is set around 7 principles: Lawfulness, Fairness and transparency, Purpose limitation, Data minimization, Accuracy, Storage limitation, Integrity and confidentiality, and Accountability.
• The definition of personal data includes the term “any information” by which the subject of the data is identifiable:

“Especially by reference to an identifier such as a name, an identification number, location data, an online identifier or one of several special characteristics, which expresses the physical, physiological, genetic, mental, commercial, cultural or social identity of these natural persons.”

Why is data security important?

In business, the main purpose of data security is to protect a company’s data that contains trade information or customer data. Unprotected data can be accessed by cybercriminals for malicious reasons and so compromise customer privacy. Data security is important because if a data breach does occur, a company can be exposed to litigation, fines and reputational damage.

Ensuring data security in remote teams

As technology allows organisations collect more and more data, effective governance and access management protocols are essential to scaling data use without losing control. While companies reap the benefits of reduced overheads when taking on Virtual Assistants, remote working has precipitated new cybersecurity threats and risks that could impact negatively on a business.

Training your Virtual Assistants on data security protocols

When it comes to any security, people can inadvertently be the weakest link. One of the most important aspects of data security is education. Educate yourself and your Virtual Assistants about UK data protection legalities and about the latest trends, threats, tools and best practices in data security – as well as drilling them to adopt and maintain secure data sharing habits.

Here are 7 best practices for protecting and sharing sensitive information:

1. Encrypt sensitive data: Article 32 of the UK GDPR includes encryption as an example of an appropriate technical measure, depending on the nature and risks of your processing activities. If sensitive data must be stored on local computer hard drives, external hard drives, or flash memory drives it must be encrypted using security-approved encryption methods.
2. Safeguard information to which you have access: Ensure you and every member of your team chooses strong passwords and changes them often. Do not leave paper documents containing sensitive information unattended. You should also update or delete the information as needed, disposing of it securely when it is no longer needed.
3. Adhere to policy: Everyone in the company should know and adhere strictly to relevant policies. You may be bound by company policy, professional codes of conduct, legal obligations, or ethical standards that govern how you handle sensitive information. Insist that every team member sign a non-disclosure agreement (NDA) that prohibits the improper sharing of sensitive information.
4. Restrict access: The best way to alleviate internal security breaches is by restricting access to as appropriate to each role. Access control systems allow company IT admins to define who within the company can access which files and networks.
5. Get consent: Consent means that the subject of the data agrees for you to hold and share the information having understood why the information is necessary, how you will use it, store it and protect it.
6. Use discretion when sharing: Before sharing any sensitive information (be it with a trusted colleague or vendor) ask yourself why you are doing it. Is it relevant, necessary and essential for a set purpose?
7. Monitor and evaluate: Put your internal processes to the test to ensure preserving data integrity and security. Keep track of what information is shared, with whom and for what purpose to avoid negative outcomes and trouble-shoot if need be.

Your Virtual Assistant should be seen as an integral part of your team – not a “bolt on” employee who works from afar. Due to your VA working remotely, building a strong working relationship will not begin with face-to-face onboarding or being able to pop into each other’s offices to get an update or answer questions. Instead, it will entail structured interaction, using digital communication tools and automated systems. However, what does not vary is that it will be forged through mutual commitment to the success of the business and regular two-way communication.

Building a strong working relationship takes time. It is not passive or self-sustaining – it takes continual input and action. Practically speaking, from your VA’s perspective, their commitment to building a strong working relationship is founded on their dedication to doing their job well and turning in work of a high standard – along with a positive can-do attitude. From the business owner’s side, it has its foundation in a commitment to thorough onboarding and any training needed, followed by regular communication and support – and consciously creating a work environment that nurtures engagement and builds a sense of belonging. One of the main benefits of building a strong working relationship is that it engenders trust.

Creating a positive virtual working environment lies at the heart of maintaining a strong working relationship with your VA – or any member of your team. One of the most positive aspects of taking on Virtual Assistants is that it allows remote members of the team to keep to office hours while also having the flexibility to see to personal commitments. This enabling of work-life balance contributes to a happy working environment.

Setting clear expectations for your newly appointed Virtual Assistant is of vital importance and should be seen as part of the upfront onboarding process. Establishing your expectations from the get-go will not only support your VA in quickly getting up to speed on the key performance essentials of their new position, it will pave the way for their being efficient and productive down the line and will support their positive engagement with the team.

First make your expectations clear for yourself

It is impossible to build a set of clear expectations with your VA if you haven’t first determined what you need and defined these expectations for yourself.  Here is a simple, five-pronged approach when thinking through your expectations:

1. What is my objective or end goal?
2. What steps are there to completing the job?
3. What is the required timing – and is this realistic?
4. What does my measure of “good” look like?
5. Are there any examples I can refer to?

How to set goals and expectations with your VA

Once you are clear you can set expectations for tasks and goals with your VA. Here are 3 helpful hints when establishing what you require:

• Provide context: Explain why certain expectations are in place. When your VA understands the rationale behind your expectations, they are more likely to engage wholeheartedly with the task at hand.
• Be specific: Being specific, ideally using clear written communication, helps to avoid misunderstandings by plainly outlining the desired outcome of a task as well as the series of steps needed to complete it. Your expectations become particularly specific when they are connected to metrics such as Key Performance Indicators (KPIs). The metrics used must be clearly defined and measurable.
• Be realistic: It is important for you to understand the time it takes to do each task to set realistic expectations when considering resources and your VA’s capabilities. Overburdening your Virtual Assistant can lead to mistakes, time wasted, demoralisation, a drop in productivity and burnout.

Setting an effective task list

Creating a structured task list provides a blow-by-blow road map to effectively getting things done. This entails listing all the tasks that your VA is responsible to complete.

• Some tasks on the list will be routine and repetitive.
• Other tasks will be once-off initiatives.
• Larger jobs and projects will require first breaking down the task into “sub tasks” or the elements that make up the whole. In this case, a series of deadlines for each sub task can be set toward completing the overall task.

Today, people tend to see work and their personal lives as equally important. They make conscious career and work choices based on achieving work-life balance. Work-life balance can be defined as the equilibrium between one’s work and personal life, where one aspect does not swamp the other. What makes for work-life balance is unique to every individual.

With the rise in hybrid and remote work, work-life balance requires the dovetailing of work and personal life – or work-life integration – where work and personal lives fit together side by side in the best possible way.

• For workers, work-life integration is made possible through enjoying a flexible work schedule. It is this flexible work schedule that makes work as a Virtual Assistant so attractive to many experienced and capable VAs.
• For business owners, by delegating tasks to Virtual Assistants and reclaiming valuable time, they can lead a more fulfilling and balanced life, personally and professionally. Plus it is the key to a growing and thriving business.

Here are five ways taking on a Virtual Assistant can help you achieve work-life balance:

• Free up valuable work time

A top-notch and experienced Virtual Assistant will take over time-consuming routine tasks like administrative work, project management, bookkeeping, social media management, and so much more. This frees up your schedule so you can concentrate on priority tasks with a strategic business benefit.

• Improve overall productivity

Assigning tasks to a tech savvy VA will significantly streamline workflow and enhance productivity. With their passion for what they do, dedicated focus, and understanding of the latest digital technology, VAs often complete tasks more accurately and in less time than you would – with better outcomes.

• Reduce work and financial stress

By capably handling routine tasks, Virtual Assistants can significantly alleviate stress. With the assurance that your team is competently handling operational detail, you can focus on what you do best. Virtual Assistants are also an extremely cost-effective way to add more hands to your business, in an era when cost-efficiency is vital to success.

• Enhance personal time

When it comes to avoiding burnout, paying attention to your personal life (without feeling guilty that you are taking time out) is as important as a manageable professional life. Whether you want to spend quality time with family, pursue a hobby, or take a holiday, a Virtual Assistant can free up personal time and can be trusted to oversee day to day operations while you take a break.

• Improved wellbeing for all

A business owner’s poor work-life balance can hurt their own employees. Reduced stress and more personal time result in better focus and energy at work and being more present in your personal life. Achieving a better work-life balance will significantly contribute to your overall physical and mental wellbeing – and benefit those around you.

As a UK Estate Agent, finding ways to maximise efficiency and curtail costs is the key to achieving long-term success. Nothing saves you more time than delegating tasks to a Virtual Assistant. Today’s Virtual Assistants are supremely versatile. If there is a task that can be done remotely, there is an appropriately skilled VA who is able to take it off your plate – from appointment scheduling and email management to market research, CRM, sales and letting administration, social media marketing and bookkeeping.

How can you make the most of working with a Virtual Assistant?

The answer lies in creating a daily success plan that alleviates the need to micromanage your VA while keeping your finger on the pulse of what is happening in your business. Technology is very helpful in this regard, offering a range of online work and project management tools that allow for remote team interaction, project planning, implementation and tracking.  However, in the beginning, extra communication is key.

Here are five considerations when creating your daily success plan:

1. Clearly define your VA’s role

Know upfront what you want from your Virtual Assistant. Is your VA full or half-day? Decide which of their duties have the highest priorities before guiding them in allocating their time and resources.

2. Establish parameters for the working day

Establish the times when each of the team – both remote and in office – will be working and available for interaction. This should include the hours they will take breaks or be away from their desks for personal activities.

3. Have realistic expectations − time is limited

To avoid your VA being overcommitted (which can lead to them being overwhelmed – especially as they settle into the position) work out how much time, realistically, is needed for them to complete each task.

4. Be flexible

There is much research that supports the idea that the length of a workday is irrelevant. What matters is how people structure their day. People who take regular short breaks are far more productive than those who work without stopping for a break. Flexible work arrangements can offer an advantage to businesses and their people. Employees appreciate having flexible schedules, as it can make it easier for them to achieve work-life balance.

1. Always rank tasks in order of importance and urgency

• Prioritise tasks according to importance

If two projects must be worked on simultaneously, but one is more urgent than the other communicate which project is to be completed first.

• Prioritise tasks according to urgency

If something must be done quickly, but not necessarily immediately, have your VA prioritise it accordingly in their to do list.

When it comes to freeing up quality time to lead and grow a business, the concept of improving “time management” falls short of the mark when in fact what is needed is “priority management”. Priority management is only possible through delegating tasks that are not among your top priorities, freeing you to focus on the tasks that are most valuable and impactful for your business. One of the most effective ways to accomplish this is to take on a Virtual Assistant – or several of them.

The art of delegation

Business owners who master this skill can leverage their Virtual Assistants’ expertise and experience to achieve incredible results. Here are three tips on the art of delegation:

1. Provide big picture context: First explain why a task needs to be done, rather than leading with how it’s done. When a Virtual Assistant does not understand how their role or a project fits into the big picture, they are less likely to be inspired to give it their all. When you take the time to provide your VA with context and explain their vital role in the company reaching important goals, then you are gifting them with a sense of purpose that will impact their performance.
2. Consider how you communicate: Delegation is not just about dishing out tasks. For the best outcome, delegation is interactive. It requires both giving and receiving information. This two-way communication not only helps to build a connection with your VA, it enables the exchange of thoughts and ideas. It provides the space for your them to ask questions and properly understand the required outcomes of a task or project.
3. Onboard and provide guidance – to a degree: Take the time to walk your new VA through their tasks and answer any questions they have before they get started to ensure they’re set up for success. This includes providing:

• an understanding of what is required of them,
• access to existing documents, and details about the work
• guidance on how you want the work to be done,
• review dates and deadlines for the delegated work
• priority, goals, and expectations of the work
• an understanding of the desired outcome

The worst things you can do to yourself, or your Virtual Assistant, is “half-delegate” or micro-manage them. Onboard and train your new VA when they are getting started then step back and allow them to pick up the reins.  Not only is taking on a VA about freeing up your valuable time – it is about empowering the right person in the right role to achieve their full potential.

As a business owner, proper time management is essential to sustaining personal productivity and ensuring the success of a business. One of the keys to remaining focused on top priorities, according to famous business author Stephen Covey, is not to prioritise what’s on your schedule, but to rather schedule your priorities. Because, as Stephen says in his book, Seven Habits for Highly Effective People, “most of us spend too much time on what is urgent and not enough time on what is important.”

1. Being a skilled delegator is a powerful time-saving tool

One of the best ways to delegate tasks effectively is by taking on a skilled and experienced Virtual Assistant. Handing over your business’s routine work to a VA in the areas of administration, operations, marketing and bookkeeping will free up valuable time to invest in what is important.

As Stephen Covey defines it, “delegating involves clear, up-front mutual understanding and commitment in five areas.”  These are:

• Desired results: creating a clear mutual understanding of what needs to be accomplished, focusing on results (what is needed), not methods (how it’s done).
• Guidelines: setting parameters and warning your assistant of potential ‘failure paths’ – or what you know they should not do.
• Resources: briefing your assistant on the technical, organisational and financial resources the person has at their disposal to accomplish the desired results.
• Accountability: establishing the standards of performance that will be used in evaluating the results and the job’s deadlines – the specific time when report backs and evaluation will happen.
• Consequences: specifying the knock-on effects and outcomes of a task or project well or poorly done.

2. Automate and optimise calendar use

An online calendar like Google Calendar – which is free and can be visible to your whole team – can be a great tool to help you gain better control of your time. There are several ways a VA can help you to manage your online calendar. For example, a Virtual Executive Assistant who knows your preferred weekly routine can block time, set up your appointments for you, send automated reminders and help to prepare meeting documentation. They can be preemptive in making sure you have what you need ahead of time and handle any last-minute reorganising when a meeting runs late or there is an unforeseen complication.

Here are six ways you can use your calendar to optimise your week:

• Plan your following week in advance on a Friday afternoon.
• Start with priority items.
• Include important commitments like exercise and family time
• Plan your meetings and phone calls into blocks of time
• Block time for other daily tasks
• Keep one day free from meetings to allow time to focus on tasks without interruption.

From chatbots to online listings and virtual tours, AI-powered technology has already found its way into many facets of UK Estate Agency. It should not be ignored because, in our opinion, while AI will never match human capabilities, it is a phenomenal tool in the hands of a tech-savvy human Virtual Assistant. We predict that while AI will never replace human estate agent teams, those who do not use AI tools will be replaced by those who do.

AI – what’s the big deal?

The Third Industrial Revolution – starting in the late 20^th century – has been a period of radical technological advancement. It has totally transformed many industries, including manufacturing, transportation, retail and healthcare. The most profound catalyst of change has been the electronics industry. Through advances in electronics, the first industrial automation devices were developed and so were personal computers. Today, at the sharp end of the Third Industrial Revolution, the rise of AI is the next profound catalyst for advancement.

Here is a selection of advanced AI applications that are already a reality*:

Natural language processing (NLP)

Natural language processing (NLP) is a sub-category of AI designed to bridge the gap between human and computer communication. For example:

• Chatbots are computer programmes that are already commonly used to interact with customers by text or audio. Next level NLP already has vastly enhanced capabilities. In cognitive retail, human capabilities can be integrated with automated customer relationship management (CRM) products to provide “human” levels of service via online platforms. This AI application uses machine learning to make informed product recommendations based on customer history, location and other data.
• New language-based technological advancements in AI will vastly improve people’s voice activated web navigation and searching experience. This type of hands-free internet interaction – facilitating generative voice to type and type to voice interaction – will improve information accessibility for individuals with a disability or nominal technological expertise. Earlier in the year, Elon Musk’s brain-chip startup Neuralink livestreamed its first patient, Nolan Arbaugh, who is paralysed below the shoulders and who is now implanted with a chip, playing online chess and moving his laptop cursor by thought.

Machine learning

Machine learning is an application of AI that allows systems to process data and then “learn” to improve the performance of a specific task without interim programming. Deep learning is an advanced form of machine learning that can simulate human learning patterns. This allows the AI to gain an understanding of unstructured data. It can also formulate intelligent decisions based on data analysis. For example:

• In the field of bioinformatics, scientists use deep learning AI-software to identify patterns in massive data sets, such as sequenced genomes. This analysis can help in the development of new drugs to treat diseases by determining which proteins are encoded by a certain gene.
• Emotional detection systems powered by deep learning AI can detect human emotions without any visual input. Researchers at MIT have developed a system that learns to identify human emotions based on heartbeat data collected by wireless signals. This technology could one day be used by law enforcement as lie detectors or within smart homes to detect if an occupant is experiencing a heart attack.
• While NLP allows Chatbots to interact easily with customers, deep learning allows them to locate and provide the requested information beyond scripting.

Machine perception

Machine perception is the ability of a system to simulate the human perception of the world. AI uses machine perception to extract information from different data sources. For example:

• In autonomous delivery, companies are increasingly using AI for commercial navigation purposes. For example: Amazon Scout is a small, autonomous delivery robot that can handle “last mile” deliveries. The robot uses sensors to navigate sidewalks and avoid obstacles and pedestrians. Amazon has been testing Scout in selected areas in the United States.
• Geospatial analytics leverages geographic information, spatial data, location data, and increasingly, high-resolution imagery, computer vision, and other forms of machine perception AI to extract structured data that can be used for specific applications and industries. Today, AI-powered satellites can track economic trends from space. For example, the company, Orbital Insight, can predict retail sales based on satellite images of retail store parking lots.

In the competitive world of the property industry, agencies are always looking for ways to increase efficiency and lower costs. One of the best ways to achieve this is by taking on a Virtual Assistant who will work remotely to handle routine administrative tasks.  Another is to employ AI powered tools to improve speed and productivity. We believe that the greatest success lies in the best of both.

With the increased use of AI-embedded software becoming common in business, estate agents may wonder if they can skip expanding the team and just install AI systems to automate routine administration. However, AI is not like having an extra human pair of hands or like a clockwork toy where you wind it up and let it do its thing. AI is a tool and needs human oversight.

When you put systems into place with Virtual Assistant-supervision, the reality is that AI can be implemented to streamline workflow and “add” valuable hours to the team’s day, helping to grow the business.  But, when it comes standing out in a competitive market by ensuring excellent work and quality service, one vital added human attribute is that your VA knows you, what you want and understands your values and mission.

Here are just 3 examples of the many ways that your Virtual Assistant-management is essential in the management of AI powered tools:

• Ensuring timely human interaction with prospective clients: AI has dramatically improved estate agencies’ ability to respond immediately – increasing their speed to lead. For example, as a tool on a website, an AI-powered chatbot can instantly respond to routine, frequently asked questions, 24/7, and can efficiently route complex enquiries to your Virtual Assistant for follow up. Yet, AI systems struggle to tackle queries (or any task) that falls outside their programmed parameters. The lack of an intelligent or complete response can frustrate potential clients who “just want to talk to someone.” Virtual Assistants, on the other hand, add an invaluable human touch to client interactions. They can provide insight, empathy and problem-solving skills that even an exceptional AI cannot duplicate.

• Increasing productivity, intelligently: While AI-powered software can be super-efficient when accurately handling repetitive and straightforward tasks, human input is essential – especially in handling tasks that require complex, real-time solutions. One simple example, when it comes to diary management, AI powered scheduling software can handle the routine task of scheduling appointments and then follow up with appointment reminders. But when it comes to intelligent thinking, scheduling AI is not “human” enough to ensure that sufficient time is allowed between two out of office appointments that require extra time to navigate rush-hour traffic.

• Making smart decisions based on big data analysis: AI has improved upon traditional data analytics through automation and sophisticated algorithms that allow for more efficient processing and analysis when it comes to massive amounts of data. This makes it a useful tool in analysing trends in the marketplace, assessing competitor marketing activity or doing post-social media campaign evaluation. AI can be programmed to analyse data and provide recommendations that your virtual Social Media Manager can evaluate and implement to improve the effectiveness of your marketing campaigns. As such AI is a great tool in the hands of an experienced marketer.

In the hands of an estate agent and their support team, there are massive advantages in using AI enhanced technology. These include improving speed to lead, saving time by automating repetitive tasks and having access to easy-to-use tools for creating marketing content.

However, while AI technologies are great for improved productivity, there are also several disadvantages to AI. These include:

• AI lacks human qualities

Artificial intelligence is programmed to simulate human intelligence processes, so it cannot develop essential human qualities such as intuition, emotions or cultural sensitivity. These human qualities are vital at a time when it is hugely beneficial to provide hands-on, personal client touch points in an increasingly technological world.

• AI cannot innovate

Machines can only complete tasks they have been programmed to do. In the same way, AI systems typically lack the ability to view tools or data in a new way. AI systems can be helpful in aggregating information that is already known but they cannot expand, change or improve on conventional wisdom in the way a human being can.

• AI cannot learn creativity

A major disadvantage of AI is that it cannot “be taught” to think outside the box. Unlike humans, it has no creative spark. It lacks the emotional intelligence, personal experiences, and consciousness necessary to reproduce human beings’ creative process. So an AI cannot formulate entirely new ideas or concepts on its own.

• AI does not have intrinsic ethics

Ethics are a set of guiding principles to live and operate by. As such, ethics and morality are uniquely human characteristics that are difficult to fully incorporate into AI. An AI system can reflect the bias of the person who built it. One ethical consideration when using AI systems: to ensure client confidentiality it is preferable to use private or encrypted AI systems. It is also important to fact check all AI output.