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Information technology buyers now have a very wide range of equipment from which to choose. However, it can be argued that purchasing decisions about hardware are actually becoming easier, as, apart from the Macintosh, PC products are homogenized. The costs of high performance are dropping, and PC servers now have the built-in redundancy, serviceability and reliability traditionally associated with mid-range and mainframe equipment. Many companies are now choosing laptop computers, regarding them as offering greater flexibility than desktops.

Latest telecommunications technology has the potential to significantly boost the productivity of small businesses. It has become more cost effective for small companies to create a call centre, with Computer Telephony Integration systems allowing a call centre operator to establish high levels of customer service. Building a call centre with a centralized distribution facility is much cheaper than operating a network of branches or shops.

The most important aspect of purchasing hardware is ensuring that adequate support will be available from the supplier. For smaller companies unable to employ their own information technology staff, it may be necessary to use a local reseller. For larger companies, there may be benefits from going directly to the manufacturer. When choosing a hardware supplier, it is vital to obtain as much information as possible about the potential supplier's relevant experience.

Latest digital mobile phones being made available in the UK have features associated with personal digital assistants, such as contacts directories and calendars. Some are compatible with personal information management systems. Significant future developments will include General Packet Radio System (GPRS), which will allow data to be split into manageable units and sent from GPRS handsets much more rapidly than at present, and Universal Mobile Telecommunications Service, which will permit greater bandwidth applications.

Many small businesses in the UK fail to make use of their investment in free and local rate telephone numbers in their marketing. They often have local rate numbers in their advertisements, but fail to communicate this to customers. Businesses using national rate telephone numbers should differentiate their numbers from premium rate and mobile telephone numbers, which can deter customers. Companies should ensure that potential customers are clearly aware of what call charges are likely to be.

Companies may find that outsourcing information technology (IT) activities is cheaper than employing their own IT staff. The services provider is able to use its stronger purchasing power to obtain better deals on hardware and software, while managers obtain improved control over budgets and expenditure as they pay a fixed sum for IT services. However, the services provider must be able to fully understand the client's business and goals.

Thin client computing allows companies to retain control over their computer network. Users have a desktop terminal, but this has only limited processing power and runs on a centralized server. Software upgrades are undertaken centrally. PC vendors believe that the economies of scale associated with the thin client approach are viable only for very large companies. Some observers also argue that declining PC costs invalidate many of the reasons for installing thin client systems.

Unified messaging, which allows electronic mail, fax and telephone messages to be placed in a single in-box, can bring significant benefits for small businesses. Messages can be handled in order of priority, and unified messaging also offers high levels of flexibility when travelling. It is possible for small businesses to install their own unified messaging system, but they may choose to purchase a service from a fixed or mobile telephone concern. A system capable of handling 20 people will cost around $7,000 to $8,000.