Tips for effectively managing teleworkers

Challenge No. 2: Managing the technology

In addition to finding effective ways to manage teleworkers, IT managers must overcome a host of technical challenges to implement successful remote operations. According to Himes, those challenges include bandwidth-deficient network connections, frequently changing desktop applications, user equipment physically distant from maintenance experts, and limited physical observation.

"IT managers who are responsible for enabling remote work programmes need to put solutions in place to facilitate the unique management style and support requirements remote work generates," says Himes.

Connectivity via Web browser or terminal emulation solutions dramatically reduces remote technical support requirements. In addition, the systems are much more likely to be compatible with multiple operating systems, according to Himes. Companies like InStranet provide applications that use intranets/extranets to facilitate the exchange of information to remote workers and make it easier for them to collaborate across business units and geographies. According to Himes, "This type of software connects the remote workforce to the enterprise by making documents easy to search for and retrieve while structuring workflow, versioning, syndication, and approval rules."

"There is nothing more difficult than trying to control distribution, installation, and activation of an application change across a variety of PC configurations," he says.

Cindy West, IT manager at public relations firm Ink, manages a large group of home-based PR professionals throughout the United States, Europe, and Asia. Remote users make up 75 percent of Ink's total staff.

West says their Citrix server provides most of the resources they need. "It allows our teleworkforces to launch applications at the home office without the need for the IT manager to physically install every program on their computer."

West believes personal contact is the key to success, "whether it be a phone call, an email, or an instant message. Don't let your teleworkers just languish for weeks on end without a little feedback on the technology," she says. "Technology is personal, and each user may need help in using it. Easier technologies such as our intranet have made it easier for those workers to maintain their connection with the home office as well as monitor what work they are doing."

West has the ability to view and track remote workers' usage of the intranet. She uses this tool to see if the worker has full understanding of the intranet and its capabilities. This allows her to address any issues the teleworker may have.

"Feedback from the workers as to the performance of our intranet and the role it plays in their productivity is of primary importance to me as an IT manager. Decisions are based on this feedback," West says.

With the number of people who telework increasing every day, managers must develop strategies for overseeing the relationships. By implementing the technical and strategic suggestions we've described here, you can stay ahead of the game.

Previous page