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Table of Contents
Introduction
About This Book
Conventions Used in This Book
What You’re Not to Read
Foolish Assumptions
How This Book Is Organized
Part I: Getting Started with Micro-Entrepreneurship
Part II: Finding Great Micro-Entrepreneurship Ideas
Part III: Marketing and Selling Your Micro-Business
Part IV: Considering Taxes and Legal Issues
Part V: The Part of Tens
Icons Used in This Book
Where to Go from Here
Part I: Getting Started with Micro-Entrepreneurship
Chapter 1: Micro-Entrepreneurship 101: Just the Basics, Please
Understanding What Being a Micro-Entrepreneur Means
Following your path to be a micro-entrepreneur
Figuring out whether you have what it takes to be a micro-entrepreneur
Recognizing potential opportunities
Deciding What Type of Business Works for You
Making Your Micro-Business Noticeable
Advertising your services or products
Identifying your market
Communicating with your clients
Marketing your business
Being Aware of Taxes and Other Issues
Getting others to help you in your business
Growing your business
Tackling taxes (but fortunately no death)
Chapter 2: Knowing Your Path as a Micro-Entrepreneur
Recognizing Whether You Need a Formal Business Plan
Eyeing What Your Business Plan Addresses
Naming the Type of Business Plan You Have
Looking Closer at a Business Plan and What It Constitutes
Updating Your Business Plan
Creating Your Business Plan: Helpful Resources to Review
Making Other Stops on Your Path
Making Your Business Path Easier: Tools for the Road
Going online for some education
Teleconferencing or videoconferencing
Using open-source software
Organizing and being more productive
Relying on colleagues
Chapter 3: Understanding Yourself: What Makes You Tick
Tapping Into the Process of Starting Your Business
Doing your 10-10 list to find your passion
Focusing on where enjoyment meets competence
Figuring out your personality and the type of entrepreneur you are
Remembering your great moments
Recognizing the Qualities You Need to Be a Micro-Entrepreneur
Having initiative
Being able to prioritize
Managing your time
Staying focused
Striving for excellence
Being persistent
Showing creativity
Beginning Your Business Life
Recognizing why starting at home makes sense
Setting up your environment
Chapter 4: Setting Up Your Internet Presence
Having a Web Presence: Something You Need as a Micro-Entrepreneur
Creating Your Website
Doing some pre-planning
Recognizing the four basic elements
Tackling marketing considerations after your website is up
Setting up Your Blog
Deciding on your blog’s purpose
Figuring out the blog’s set-up in advance
Understanding a blog’s features
Tapping into blogging resources
Marketing your blog
Considering Other Alternatives to Give You a Web Presence
Facebook
LinkedIn
Chapter 5: Honing In on Opportunities
Identifying Customers; Differentiating between Their Wants and Needs
Knowing the lifetime value of a customer
Recognizing the type of market: Horizontal or vertical
Eyeing the Basic Categories of Successful Home Businesses
Category one: The problem solver
Category two: Anticipating a megatrend
Category three: A combination
Getting the Lowdown on Niches: What to Focus Your Business On
Choosing the right niche for you
Recognizing recession-proof niches
Seasonal niches
Good times niches
Special interest niches
Searching for Success: Finding the Information You Need
Researching niches
Viewing educational tutorials
Searching news sites for information
Perusing article directories
Testing opportunities
Relying on Your Background for Opportunities
Avoiding Fraud
Steering Clear of Liability Problems and Other Legal Issues
Part II: Finding Great Micro-Entrepreneurship Ideas
Chapter 6: Creating Your Arts and Crafts Micro-Business from Scratch
From Nothing to Something Good: Entering the World of Arts and Crafts
Making your art and craft and a profit at the same time
Finding the raw materials
Buying wholesale
Touring the World of Crafts
Adding Beauty and Profit
Selling Your Creations: Focus on Etsy
Setting up on Etsy
Selling on Etsy
Identifying Other Online Selling Venues
Eyeing Offline Selling Opportunities
Focusing on the Four Rs
Chapter 7: Selling Other Stuff: The Golden Rules of Success
Identifying Your Selling Options
Understanding What You’ll Sell: Specialize and Understand Value
Finding Items to Sell: Buy Low
Buying from individuals
Buying from businesses
Buying from the government
Making a Profit: Sell Higher
Going the eBay Route
Listing on eBay
Managing ongoing auctions
When your auction expires
Chapter 8: Selling Your Services
Knowing Who Your Prospective Clients Are
Focusing on consumers
Capitalizing on companies
Selling to government agencies
Meeting and Finding Prospective Clients
Horizontal venues
Vertical venues
Directly via search engines and directories
Hooking Up with Elance and Other Horizontal Sites
Identifying the client
Signing up and understanding the set-up process
Grasping how the bidding process works
Gaining the assignment: Now what?
Maximizing your Elance success
Becoming a Virtual Assistant
Recognizing what a virtual assistant does
Marketing yourself and finding work
Micro-Tasking for Small Bucks
Using Fiverr
Investigating more about micro-tasking
Chapter 9: Writing for Money
Discovering the Writer inside You
Cultivating important writing skills
Grasping some important business skills
Identifying your equipment needs
Avoiding pitfalls in freelance writing
Choose Your Writing Specialty
Blogging in the blogosphere
Providing website content
Locating Places That Pay for Writing
Finding websites for cold, hard cash
Perusing freelance writing resources
Accessing other freelance resources
Getting Paid Multiple Times
Chapter 10: Getting Into Self-Publishing
Tapping into Written Self-Publishing
Getting started
Naming your self-publishing tools
Considering your delivery option: Digital and physical together
Identifying the different types of written self-publishing
Using resources for written self-publishing
Trying the Audio Publishing Route
Recognizing the formats you can use
Creating your audio product
Seeing what equipment you need
Considering Video Publishing
Spelling out the ins and outs to video
Creating your own video
Knowing what equipment you need
Using YouTube
Handling Legal and Management Stuff
Getting an ISBN
Respecting copyright
Stating your disclaimer
Setting up your ecommerce for digital content
Chapter 11: Being a Successful Affiliate
The Lowdown on Affiliate Programs
Eyeing the pros and cons of being an affiliate
Knowing the types of affiliate programs
Viewing additional resources for more info
Starting As a Beginning Affiliate
Step 1: Discover your interest
Step 2: Identify your competence
Step 3: Investigate before deciding
Step 4: Select your marketing approach
Step 5: Focus and be persistent
Spotlighting the Top Affiliate Sites
Clickbank
Commission Junction
Amazon
Chapter 12: Cashing In on Advertising
Generating Cash from Advertising: Spotlight on AdSense
Content is king
Keywords are queen
Ad placement is the third consideration
Tracking and changing your approach
Identifying other advertising sources that pay you
Getting Customers and Sales with Pay-Per-Click: AdWords or AdCenter
The lowdown on PPC and how it works
Creating your first PPC ad
Keywords 101: Just the basics
Part III: Marketing and Selling Your Micro-Business
Chapter 13: Understanding Your Marketing Approach
Identifying Your Target Market
Understanding the importance of having a target market
Choosing your target market: The how-to
Researching and focusing on your target market
Knowing where your target market is
Identifying Your Competitors
Positioning yourself versus your competitors
Staying updated on your customers’ actions with competitive analysis
Turning competitors into partners
Doing Your Marketing Plan
Uncovering your marketing strategy
Remembering your mission statement
Knowing your target market
Analyzing your competition
Identifying what makes you unique
Developing a pricing strategy
Promoting your marketing activities
Tracking with a marketing worksheet
Tracking your marketing costs
Creating an action plan
Ensuring you offer a quality product or service
Chapter 14: Communicating with Prospective Customers
Recognizing Your Role: You’re Already a Salesperson
Letting you in on the big secret to salesmanship: Be convincing
Breaking the ice — the cold call
Tackling the cold call: Helpful tips to make it successful
Getting additional help
Getting referrals
Focusing on Your Sales Message — Your Cold Call in Print
Communicating benefits versus features
Knowing the AIDA formula
Communicating effectively via email
Turning to additional resources for help in writing sales copy
Cold Calling with a Video: Use YouTube to Your Advantage
Chapter 15: Utilizing Search Engine Strategies to Market Your Business
Grasping How Search Engines Work and Where You Can Search
Getting the Lowdown on Search Engine Optimization (SEO)
Before you start your own SEO research
Beginning your research: Google can help
Using other SEO tools
Making Yourself Findable
Using keywords
Increasing links to your site or blog
Getting your business listed on search engines and directories
Chapter 16: Using Blogs and Ezines in Your Marketing Plan
Choosing Whether You Want a Blog, Ezine, or Both
Using Your Blog to Make Money
Making money directly
Making money indirectly
Doing both
Promoting Your Blog
Getting listed in search engines and blog databases
Doing a micro-tasking blast
Using multiple blogs
Guest blogging
Doing some video blogging
Doing an Ezine
Knowing what to write about in your ezine
Building a list
Using bulk email service providers
Advertising with your ezine
Chapter 17: Marketing through Social Media
Succeeding on Social Media: Follow Some Golden Rules
Maximizing Your Time on Facebook
Getting started on Facebook
Using Facebook to build your business
Creating a Facebook fan page
Using Facebook advertising
Relying on other Facebook marketing resources
Focusing Your Attention on LinkedIn
Setting up your profile
Making connections
Joining LinkedIn groups
Marketing with Twitter
Implementing strategies
Relying on other Twitter resources
Considering Other Social Media Sites
Squidoo
Pinterest
Using other sites
Chapter 18: Implementing Other Marketing Strategies
Writing Articles to Market Your Business
Grasping how article writing works
Knowing where to send your article
Pointing to profits
Using Publicity and Press Releases
Knowing what newsworthy means
Drafting a press release
Knowing where to send your press release
Doing a radio or TV interview
Focusing on Forum Marketing
Eyeing the benefits of a forum
Using forum etiquette
Selling on forums: The how-to
Part IV: Considering Taxes and Legal Issues
Chapter 19: Outsourcing: Getting Others to Help You
Defining Outsourcing and How You Can Use It in Your Business
Identifying the Pros and Cons of Hiring an Outsourced Worker
Seeing the upsides of using outsourced workers
Naming the downside of using outsourced workers
Hiring an Outsourced Worker: The How-To
Establish clear goals, milestones, and requirements
Focus on qualified workers versus cheap workers
Review portfolios and samples
Have an agreed payment plan before you hire
Use an agency
Consider other potential issues
Finding Outsourced Workers
Using general outsourcing websites
Trying virtual assistant resources
Tapping into micro-task sites
Chapter 20: From Micro to Macro: Growing and Selling Your Business
Hiring Permanent Employees
Identifying payroll taxes
Recognizing other employee-related costs
Getting Your Hands on Money to Finance Your Business
Eyeing the debt financing route
Trying equity financing
Considering joint ventures
Going public
Looking At Franchising and Dealerships
Franchising
Independent dealership and service marks
Selling Your Business
Figuring out what makes a business sell
Sticking to the steps to sell your biz
Looking for additional help for selling your business
Chapter 21: Uncle Sam Comes Calling: Tax Issues for the Micro-Entrepreneur
Understanding Net Loss and Profit
Keeping Good Records
Being Aware of Certain Tax Obligations
Dishing out federal income taxes
Handing over state and local taxes
Submitting sales tax on products sold
Identifying General Tax Benefits for Micro-Entrepreneurs
Recognizing the most common tax-deductible business expenses
Deducting home-office expenses
Focusing on depreciation of assets
Dealing with inventory and goods for resale
Eating and entertaining on the job
Putting money into a pension plan
Setting Up Your Business
The simplest business structure . . . you!
The second-simplest business structure: Sole proprietorship (the DBA)
LLCs, corporations, and partnerships
Reporting Your Business Activities
Part V: The Part of Tens
Chapter 22: Ten Beginning Micro-Entrepreneur Pitfalls (and How to Avoid ’em)
Failing to Understand Yourself
Listening to the Marketplace
Checking What Others Do
Acting without Planning
Getting Educated
Spending Too Much Money
Sticking to One Specialty
Failing to Rinse and Repeat
Paying Attention to What Your Customers Tell You
Anticipating Legal Issues
Chapter 23: Ten (Plus One) Ways to Make Money Quickly
eBay
Elance
Clickbank
Fiverr
Etsy
About.com
Amazon
Gazelle
Items Wanted Classifieds
Cash in on the Real You
Gigwalk
Cheat Sheet
Chapter 1
Micro-Entrepreneurship 101: Just the Basics, Please
In This Chapter
Getting a clear picture of micro-entrepreneurship
Identifying the different types of businesses you can choose
Marketing your business
As the economy continues to struggle, and enterprises both big and small need to become leaner and meaner, an environment has emerged for the micro-entrepreneur. Micro-entrepreneurships are smaller and more nimble and come in a variety of enterprises, ranging from a single person working from home to a few people working out of an office. When large companies need work done and they don’t have the wherewithal to hire a conventional employee, they’re more likely to work with a micro-entrepreneur.
From 2008 to 2012, a major structural change occurred with the US economy. Standard full-time employment is no longer a given; millions of jobs were wiped out due to a variety of developments, ranging from the popping of the housing bubble (which wiped out hundreds of thousands of construction and real estate-related jobs), to financial firm bankruptcies (Bear Stearns, Lehman Brothers, and so on), to thousands of companies going out of business or drastically cutting back. Millions lost jobs — jobs that could take decades to regain. In the meanwhile, businesses across the economic landscape have been forced to be more efficient and more austere. Consumers also pulled back on spending, and frugality became the rule and not the exception.
Fortunately, adversity can bring opportunity. Many companies (and consumers) that needed products and services (but couldn’t afford the typical vendors and employees to provide these wants and needs) turned to micro-entrepreneurs. Having a service done by a single mom from home, for example, was more cost-effective than hiring an employee, especially if it was a relatively small assignment. In this arrangement, the company saved money, and the micro-entrepreneur working from home received a nice paycheck. Similar conditions paved the way for innovative, small firms (whether they were a single person working from home or a firm of several employees that were home-based); the micro-entrepreneurship arrived.
This chapter serves as your steppingstone into the world of micro-entrepreneurship. Here I explain the ins and outs of what being a micro-entrepreneur really means, the different types of business you may want to pursue as a micro-entrepreneur, and my suggestions for making your business noticed (and successful). I also point out a few tax and legal issues you need to know. After reading this chapter, you’ll have a basic understanding and can delve deeper into this book for whatever specific topic interests you.
Understanding What Being a Micro-Entrepreneur Means
Being a micro-entrepreneur may mean different things to different people; however, the concept of what one is and what one does really isn’t that difficult. A micro-entrepreneur is someone who has launched and managed a small business (typically at home, but could also be at a formal business location) and is seeking to expand its profitability. Some define a micro-entrepreneurship as a small enterprise that ranges from a one-person, home-based operation to one that has up to five employees. I specifically define a micro-entrepreneurship as one that starts initially as a one-person operation that may expand with the use of contractors (outsourcing) and potentially future employees. The employees (if they’re hired) are primarily home-based to save on the need to obtain office space. I take the “micro” part seriously (especially in a difficult economy where saving on expenses is vital).
Before you tackle any type of business, including a micro-business, you need to do certain things, so that when you do tackle it, you succeed. In these sections, I make sure you know what you’re getting involved with so you know which business path you need to take.
Following your path to be a micro-entrepreneur
When you’re ready to embark on your ambitious path to be a successful businessperson, you do the same thing a soon-to-be traveler does. You get a map and chart your course to your destination — okay, well, sort of.
As a micro-entrepreneur, your map and travel instructions are actually laid out in this book. I provide all of the major considerations for a successful small business from start-up considerations to marketing and other growth issues. When I first started my micro-enterprise in 1981, I could have used a road map like this book to help me plot my path forward. I could have avoided some pitfalls along the way and also taken advantage of opportunities much sooner.
In order to be successful, micro-entrepreneurs create a business plan so they can think through what they will do to ensure greater success with their venture. Chapter 2 helps you put together your business plan and much more. Don’t just sit there . . . it’s time to plan for your success.
Figuring out whether you have what it takes to be a micro-entrepreneur
Because you’re reading this book, you have what it takes to be a micro-entrepreneur. You have the desire, which is the first criterion for being a micro-entrepreneur. You want to succeed, right? In addition to desire, initially look at these four Es and the related questions to see if you have what it takes:
Enjoyment: What do you really enjoy doing?
Experience: What do you have plenty of experience in?
Education: What have you learned extensively or proficiently during your years in school (including college)?
Expertise: What are you really competent in? What are you the go-to person for?
These questions tap into just the top layer of traits you need to consider. Chapter 3 discusses many more questions to help you figure out what makes you (yes, you, the micro-entrepreneur) tick.
Recognizing potential opportunities
To identify opportunities for your micro-entrepreneur business, having a presence on the Internet is beyond a must. In fact, it should be considered mandatory for every micro-entrepreneur. The best (and most common) ways to have an online presence is with a website and/or a blog. Chapter 4 explains how you can create this presence (and do so inexpensively and even for free).
With the Internet’s help, finding opportunities to make money in a topic or niche that you like is easy and even fun. I am not kidding about the fun; the niche you’re in needs to be enjoyable so that you have what it takes to persevere in the area of your interest. Because hundreds of viable categories exist for you to profit from, you want to make sure you locate opportunities in the right way and then specialize in them so that you can stand out in your area of expertise. Chapter 5 shows you how to find these opportunities.
Deciding What Type of Business Works for You
If you think that there isn’t a business or money-earning approach right for you, then you aren’t really looking hard enough. There are plenty of ways you can succeed as a micro-entrepreneur. Just as there are different diets for different weight-conscious folks and different financial plans for budget-conscious folks, there are different businesses for people that want to earn money.
Here are the different areas that you can create your micro-business and sell the following:
Arts and crafts: If you’re the creative type who enjoys a peaceful weekend afternoon creating something of beauty (or something useful or functional), then you may want to consider an arts-and-crafts business. Chapter 6 takes a closer look at what goes into creating — don’t look at it as creating an object of some kind — think of it as creating something of physical and financial value. If you did a good job creating something, someone would love to buy it from you. You make money in a win-win situation. Guess what? You can do it again and again.
Collectibles and other stuff: You may have extra stuff taking up space and collecting dust in your garage or attic. You can sell some of that cool stuff on online auctions, such as eBay (and an array of other auction sites), and make lots of money. Even better, you’re getting rid of stuff and decluttering your life while making some money at the same time. If you want to go bigger, you can purchase collectibles on the cheap at garage sales, estate sales, and auctions and then re-sell them online. Find out more about the auction business in Chapter 7.
Your services: I don’t think it’s an odd thing to say that people are here in this world to serve someone. Whether you serve a boss, a customer, your country, or your family, the idea of service is (or should be) part of being human. For micro-entrepreneurs, service is at the heart to a win-win scenario. To get paid, give your customers value by giving them some type of service to earn that money. Therefore, no matter who you are, you can be of service to someone and make a profit doing it. Whether you’re designing a nuclear power plant or simply cleaning someone’s closet, you can make money. Chapter 8 explains how to do so.
Written word: If you can draft clear ideas on paper, you can make some good money, part-time or full-time, writing for all sorts of organizations that need this type of content. Some of them are offline (like magazines) while many are online (gazillions of websites and blogs). Refer to Chapter 9 on how writing can be a great business for you.
Information products: You can also produce your own information products, such as a book, report, newsletter, audio product (like a CD or podcast), or a video product. In today’s world, anyone can become a self-publisher, which is very exciting.
When I first started in business (some time after the Cretaceous Period in 1981), self-publishing was difficult unless you paid good money to graphic artists, book printing firms, and so on. Thankfully, technology has changed for the better. If you have knowledge and information to share (or even something fictional like a short story or novel), you can easily become a self-publisher. Chapter 10 provides more detail.
Other people’s products: You don’t have to make money by creating your own stuff. Being creative and making physical or information products may not be your idea of a fun time. Maybe you want to make money by selling someone else’s stuff. Thousands of products are available for sale, and you can get a piece of that action by becoming an affiliate. An affiliate means that you make commissions or referral fees by helping established companies sell their products and services. In fact, being an affiliate is big business on the Internet! You can find out more in Chapter 11 about affiliate work.
Advertising: You can make money from advertising. Tons of websites and blogs allow advertisers to put ads on their sites. In return, those advertisers pay money — even for actions as seemingly tiny as clicking a link. Take a look because it’s all over the Internet. You may as well make money, too. Chapter 12 includes the details.
Making Your Micro-Business Noticeable
Operating all businesses (give or take) can be boiled down to two phases: the set-up phase (which I cover in Parts I and II) and the marketing phase. Marketing simply means how you find folks (your target market) who are willing and able to buy what you’re offering so you can make money (of course, at a profit).
The following sections help you grapple with the single toughest topic for most businesses (but especially for small businesses and micro-entrepreneurs like you and me): marketing.
Advertising your services or products
Getting people to notice your business and the services and products you sell isn’t always easy, but it’s an important aspect of being a micro-entrepreneur, if you want your business to be successful. The second half of Chapter 12 gives you an in-depth taste of how to advertise your business so your customers know about you and where to find you.
Identifying your market
An essential aspect of marketing is knowing who your market is. In other words, you need to know who you’re selling to and who your best customers are. You can then use this information to better offer your products and services. The more you know about which customers are your target market is and where they are, the more successful you’ll be. The best way to discover this information is by conducting market research. I discuss how to perform market research and how to focus on your target market in Chapter 13.
Communicating with your clients
Selling to your customers boils down to persuasive communication. After all, if you want their money, you need to be able to persuade them that buying your stuff is one of the best things they could do. This persuasion can either be spoken (over the phone or in person) or written (such as in an email or sales letter). How you do it can increase your chance of success. Check out Chapter 14 for more specific how-to information to be more persuasive with your customers.
Marketing your business
Wouldn’t it be great if customers just found you and bought your product or service? That would make life and running a business much easier. Business owners spend so much time looking for customers that it would be good for a change if they were looking for you. The way you market your business can take some of the pressure off you.
Here are some great ways you can market your business:
Search engines: Fortunately, today is the age of search engines, such as Google, Bing, Yahoo!, and so on, that can help arrange just such a transaction. Find out how search engines tick so you can use them to your advantage. The more you know how they work and what strategies and resources to use, the closer you’ll come to having your customers find you. Chapter 15 gives you the nitty gritty.
Ezines and blogs: You can market your business by building a list of folks and keeping them informed through either an ezine (an online newsletter) or a blog. This tried-and-true method has worked well for many and can work for you. Check out Chapter 16 for more opportunities with these methods.
Social media: Facebook and Twitter are just the tip of the social media iceberg. You can use them to strategize and make a profit and still have a piña colada (near your laptop or smartphone to monitor the situation). Chapter 17 has lots of resources and strategies to help you profit. With that, I think you will “like” this chapter.
Other avenues: As the author of Zero-Cost Marketing,Chapter 18
Being Aware of Taxes and Other Issues
Growing your income and your business to new levels means new things to deal with. Knowing how to handle these issues is important to protect your business interests. These sections can help you with your growing pains with tax and other legal issues that may pop up.
Getting others to help you in your business
You can’t grow to the next level with your business if you’re doing everything. Fortunately, in today’s economy, many helping hands are waiting for you and at pretty reasonable rates.
Outsourcing (using outside contractors to perform non-core business activities to save the company time and/or money or to add efficiency or take advantage of technical knowledge) used to be something that only big companies were involved with. Small or home-based businesses were small enough that hired help either wasn’t necessary or was too costly to consider. Today is a different world.
Outsourcing is available even to you, toiling away in the dead of night. You can get help with many tasks — even from experts in their field for a fraction of the cost (or at least, less than you think). Check out outsourcing in Chapter 19 (you can thank me later).
Growing your business
If you want to go from being a micro-entrepreneur to being a macro-entrepreneur (you know, hit it big), where you have franchises or dealerships that you can sell across the country or globe, you want to be able to take advantage of things that many entrepreneurs aren’t even aware of. A good example is using service marks to add more profit to your bottom line. In addition, imagine making a six- or seven-figure profit when you sell your micro-entrepreneurship business (how cool would that be?).
Chapter 20 has more about service marks. A service mark is a word, phrase, name, or symbol that is legally registered to represent an exclusive service or service company and makes it so that others can’t copy it without getting formal permission from the company. If these methods work out and you get the chance to rub elbows with Donald Trump, you can send me a case of lobster tails (Mrs. Mladjenovic loves seafood).
Tackling taxes (but fortunately no death)
Whether you’re a small, one-person operation operating from home or a bigger business down at the corporate part of town, you have to deal with taxes, regulations, and other government creations that businesses (and their customers) have to deal with.
Whenever you’re talking profit, you’re also talking taxes. Each business’s taxes are unique, including what you can deduct and can’t deduct, so talk with an accountant who can help you deal with them.
You also have to figure out your business structure. Your choices include sole proprietor, LLC, or something else? For answers and resources on the issue of taxes (and related legal matters), go to Chapter 21.