Telework: Overcoming the Obstacles

Telework: Overcoming the Obstacles
Seizing the Opportunity
Kate Lister, Telework Research Network
Kate North, e-Work.com

© 2011 Telework Research Network & e-Work.com—All Rights Reserved

We’re Here to Help
Kate Lister
§  Kate@TeleworkResearchNetwork.com
§  760-703-0377 (Left Coast Time)
§  www.TeleworkResearchNetwork.com
§  Telework Savings Assessments / Management Case
Kate North
§  Kate.North@e-Work.com
§  512-750-3347 (Mountain Time)
§  www.e-Work.com
§  Telework Training for Employees, Managers

© 2011 Telework Research Network Total Rewards Conference & Exhibition
2010 & e-Work.com—All Rights Reserved
2011

About Kate Lister
n  President of the Telework Research Network
n  500+ Studies / Interviews
n  Used by 100’s Companies
n  Cited in Harvard Business Review, Wall Street Journal,
Washington Post, etc.
n  Co-Author of
n  Telecommuting Benefits: The Bottom Line
n  US, UK, Canada
n  Results Based Management: The Key to Unlocking and
Increasing Productivity
n  The State of Telework in the U.S.
n  Undress For Success: The Naked Truth About Making Money at
Home (Wiley, 2009). Forward by Jack Nilles.

2010 Total Rewards Conference & Exhibition
© 2011 Telework Research Network—All Rights Reserved

Telework Savings Calculator™
n  Company
n  Real
Estate,

Absenteeism,
Turnover,

Produc7vity
n  Employee
n  Gas,
auto,
food,
parking,

tolls,
clothing,
daycare
n  Community
n  Oil,
greenhouse
gases,

traﬃc,
highway

maintenance

© 2011 Telework Research Network—All Rights Reserved

About Kate North

n  Vice President Global Development at e-Work.com
“teaching
skills
for
a
new
way
of
working”

n  25+ years
n  Workplace Design
n  Workplace Strategy & Research
n  Workplace Change Management

2011

Work Practice + Work Place + Work Process

Industry leaders dedicated to
developing and deploying highly interactive,
web-based training for the
virtual and physical workplace

2011 ©Total Rewards Conference & Exhibition
2010 2011 e-Work.com—All Rights Reserved
Total Rewards Conference & Exhibition

Let’s Define…

§ Distributed Work
Work spread among distributed people and/or teams, in multiple locations

§ Mobile Work
People consistently doing their work in multiple spaces and places

§ Telework
Work completed at a fixed non-company location (home office or
customer site)

© 2011 e-Work.com—All Rights Reserved

The World of Work has Changed

Source:

CoreNet
Global,
MicrosoI
Workplace
Survey
2009

They’ve Already Left the Building
§  DEGW’s survey of 60,000 worldwide workers shows
knowledge workers are not at their desk 65% of the
time.

§  Our research based on Census data shows that 2.9
million employees work at home almost every day.

§  WorldatWork finds that 17 million WAH at least once
a month

© 2011 Telework Research2010 Total&Rewards Conference & Exhibition
2011
Network e-Work.com—All Rights Reserved

The
On the go Home

Many
Places Backyards

of
Lounges Neighborhoods

Work
Project rooms Quiet zones Huddle rooms

Source:

CoreNet
Global
,
Workplace

Community
-‐
2007
Mobility
study

© 2011 Telework Research Network & e-Work.com—All Rights& Exhibition
2011 Total Rewards Conference Reserved

Employees Overboard

Infographics
by
CitrixOnline
-‐
GoToMee7ng

© 2011 Telework Research Network—All Rights& Exhibition
2011

This
is not
your
father’s

Photo
Credit:

Ed
Yourdon
(Flickr
CC
License)

workforce


Here’s Our List of Demands . . .
You Have Until 5PM

Infographics
by
CitrixOnline
-‐
GoToMee7ng

2011

Benefits

Employer
Quantitative
Employee
Qualitative
Community

Source:
Telework
Research
Network

© 2011 Telework Research Network —All Rights Reserved

Benefits: Employer

n  Productivity

n  Real Estate

n  Absenteeism

n  Turnover

Source:
Telework
Research
Network


Benefits: Employer

n  Productivity

•  25% = $9k pp Tell
‘em
what
they

n  Real Estate won
Jane
.
.
.

•  20% = $3k pp

Absenteeism
n 
$13,500

•  25% = $1k pp per
half
7me

n  Turnover teleworker
per
year

•  10% = .5k pp

Source:
Telework
Research
Network


Benefits: Employee

n  Employee

n  $2k to $7k

n  2-3 weeks

n  Sanity

Source:
Telework
Research
Network


Benefits: Community

n  Oil

n  Greenhouse gases

n  Road wear and tear

n  Traffic congestion

Source:
Telework
Research
Network


Measures of Success

ê
30%:
Space

ê
62%:
Space

é
40%:
U7liza7on

é
30%:
More
people,
same
space

é  30%
Sales

é  88%
Turnover

ê

90%
Customer
complaints

ê
30%:
Non
RE
costs

é
35%:
Produc7vity


Non-Financial Benefits:
Employees / Employers


Efficiency and Effectiveness


Customer Impact


The Cost of Ad Hoc
■  Real estate savings won’t be achieved

■  Productivity, engagement, turnover, absenteeism
benefits won’t be realized

■  Managers lose control

■  Co-worker jealousy

■  Conflicts / Loss of Trust

■  Technology problems

■  Legal exposure

2011

A Strategic Approach

If you don’t know where you’re
going, you’ll probably end up
somewhere else.
David Campbell, book title


Ingredients for Success


Creating a Telework Program
The Process

1.  Evaluate the Current Situation

2.  Set a Clear Vision for the Future

3.  Plan and Develop the Program

4.  Prepare the Workplace & Workforce

5.  Measure Results & Make Adjustments


n  Cultural
The
n  Managerial
Obstacles
Opportunities n  Employee

n  Technology

n  Financial

n  Legal / Administrative

Change Management


Unambiguous Support

Cultural
Obstacles


An Integrated Approach

HR

Real
Estate

Marke1ng

Technology

Sustainability

Finance

2011

What impact will mobility have?

Employees:
§ Greater levels of flexibility and choice J

§ Greater accountability

Managers:
§ Ability to attract and manage talent and assemble
the right people at the right time . . . Anywhere
§ “Work” and the teams will be more distributed

2011

To
leverage
the

beneﬁts
of
telework

to
the
organiza7on,

it
will…

require a new way
of working

The Change Process

The New Beginning

Individuals experience
The new sense of energy and
Neutral purpose

Zone
“Limbo Land” Old way is gone and new way
just not comfortable yet

Ending, Losing, Letting Go
All transition begins with an ending
Source:
by
Jones
Lang
LaSalle
-‐
Adapted
from:
William
Bridges’
“Managing
Transi1ons”

35

Management
Obstacles §  Trust §  Esprit de
§  Control corps

§  Jealousy §  Energy in the
room
§  Advancement
§  Fiefdom
§  Grooming
§  Change


Pole Poll

What do you believe is the greatest single barrier and
challenge for an organization to successfully telework?

2011

Manager Resistance!
■  Can’t imagine a future state
■  Requires new skills
■  Fear of change
“How do I manage a team I can’t see?”

2011

Management Skills Needed
. . . Formalizing the Informal

u  Make the Invisible Visible
u  Cultivate relationships

u  Focus On Outcomes

u  Develop Employees


Visualize What’s Possible

2011

Making
the
Invisible
Visible

&

Formalising
the
Informal

.


Training Works!

Established Flexibility Culture and Manager Training

Source:
2011
Flexibility
Survey,
WorldatWork

“Training plays a critical role in employee morale and
productivity” Kelton Research

2011

Another Pole Poll

How
many
of
your
organiza7ons

currently
oﬀer
training
on
how
to
lead
a

distributed
team?


Engage Managers 1st

2011

How do I know they’re working?

2011

Fostering Virtual Community

Building and
Cultivating a
Trusting Environment
and Culture


Training and Coaching

.


Training for All

.


Social Contracts
Team Agreements & Protocols

.


§  Desire

§  Discipline
Employee
Obstacles §  Loneliness

§  Co-Worker Jealousy

§  Career Worries

§  Overworking

Employee Key Traits

§  Self-directed & Self-disciplined
§  Good communications skills
§  Established network
§  Tech-savvy
§  Confident

2011

Manage Accountability

.


Manage Relationships

.

2011

Stay Visible & Connected

.


Globalize…but keeping in mind
cultural differences


n  Selection / Cost
Technology
Obstacles n  Security


Technology: Selection
§ Laptop
§ Video/teleconferencing

§ Peripherals
(printer,
fax,
copier)
§ Help
desk,
soIware
updates

§ Webcam
§ Email
sync,
remote
access

§ Thumb
drive
§ Enterprise
access

§ Network
interface
§ Instant
messaging

§ Mobile
phone/PDA
§ Document
sharing/collabora7on

§ Security
(ﬁrewall,
authen7ca7on,
§ Training

virus
protec7on)

§ Backup
solu7on

2011

Technology:
Connectivity & Compatibility

§ Oﬃce

§ Traveling

§ Home

§ Customers

§ Globally

2011

Technology & Productivity
Information Security Best Practices

Tools and Equipment

Productivity

Support


Cost
Obstacles n  Technology

n  Training

n  Real Estate Changes


It’s the bottom line that counts

§ GSA

§ OMB

§ Industry

2011

Legal &
Administrative § Telework Agreements
Obstacles
§ OSHA, FLSA, WC

§ Union Issues

§ State / Local Taxes

§ State Licensing

Action Steps?
Calculate the impact
• What would it mean to your employees?
• What would it mean to your bottom-line?
• What would it mean to your community?

Assess readiness
• Is your organization ready for change?
• Does it need to improve?
• How does this link to strategic goals?

Talk to people
• Inside your company
• Outside your company
• Consultants
Source:

CoreNet
Global
,
Workplace
Community
-‐
2007
Mobility
study

Questions / Sharing


Telework: Overcoming the Obstacles

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