Tips for telecommuting success: telecommuting can cut costs, boost employee morale, and improve productivity--but only if you have the right tools and policies in place.

MOBILE BUSINESS BENEFITS

The benefits of letting your employees telecommute are well documented: cost savings, increased productivity, improved morale, and employee retention. But, not every job--or employee--should be a candidate for telecommuting. Here ere some tips to help ensure telecommuting success, and the telecommuting traps to avoid.

TELECOMMUTING WAS SUPPOSED TO CHANGE the world. In corporate America, it was going to allow dissatisfied cubicle inhabitants to work from their own home. Small companies would spend less on office space and empower employees to keep their own schedules (but deliver the same amount of work). In the government and engineering sectors, knowledge workers would be able to tap into networks from virtual office locations and still communicate daily with a home base.

Yet, as any human resources manager can tell you, the telecommuting trend never really took off--at least, not yet. According to Meta Group, the number of fulltime telecommuters has doubled since 2000. By 2006, at least 60 percent of the large corporations will have a telecommuting program in place. That's not earth-shattering growth, but it's steady enough that many employees and managers have kept an eye on the off-campus, cubicle-free alternative.

Telecommuting is a viable solution to rising gas prices and worsening traffic. With ever-increasing broadband availability, telecommuting has again become popular. The infrastructure for telecommuting (or "teleworking," which is now the more commonly used term) is starting to take shape. Employees can use virtual private networks (VPNs) for end-to-end security, run a wireless access point in their homes, and communicate with co-workers via Web conferencing tools. Teleworkers are becoming a more integral part of a corporate strategy--no small task. Companies are constantly deploying complex networks for both data and voice, adding to their existing enterprise solution offering, running scripts on network servers to install software remotely, and relying on ever-more-complex archiving, virus-checking, and spam-killing tools. IT is starting to include telecommuters in these infrastructure changes, rather than seeing them as autonomous technology islands.

Another challenge: In the past, managers have been skeptical about telecommuting, mostly because their old-school management techniques were contradictory to self-paced productivity. This style of management measures productivity using subjective means (for example, stopping by a cubicle to see if a staff member is busy). There is the nagging misconception that off-site workers aren't as productive as employees you can monitor on-site.

Today, managers often don't "own" a team like they used to. Instead, employees are often split into virtual teams, which makes telecommuting more viable since it's more about being productive than a tight reporting structure.

In recent years, the rules of telecommuting have started to change, helping alleviate management distrust and address some of the technology hurdles. Granted, the concept of a large workforce working at home all day, everyday, every week isn't quite viable. Today, more companies view telecommuting as a one-or-two-day-per-week employee-retention tool, providing virtual office locations (a.k.a., hoteling) and offering mobile computing alternatives to full-time telework.

Companies are also coming to understand that only certain jobs work well for telecommuting. Employees who require constant communication with co-workers (such as those in advertising and marketing) aren't always the best candidates for an e-commute. These companies have developed programs requiring employees to apply to telework, and they choose only those jobs and workers meeting a minimum set of requirements.

"Telecommuting is most appropriate to knowledge workers or for customer service and dispatch functions," says FairPoint Group analyst Craig Mathias. "If people are working with information, as opposed to materials, telecommuting can save a great deal on facilities, time (mostly in terms of commuting), and can give the enterprise access to a much larger pool of talent."

Initially, corporate managers were understandably skeptical about the benefits of telecommuting because there's a cost offset: Most telecommuters use laptops which are usually more expensive than desktops, charge phone calls to the company, and sometimes even expect a reimbursement for broadband. Still, managers have become savvier about the upside.

"Some companies with formal telework programs find that savings in office leasing, parking, and other overhead, as well as increased worker productivity, more than make up for additional expenses," says Bob Cohen, an Information Technology Association of America (ITAA) senior vice president.

The requirements for telecommuting have also started to change. Originally, companies gave workers a computer and a phone and left them to work out the details on their own. Now, the employee expectations are much higher. In essence, an employee wants to take all the amenities of the corporate office and duplicate them in a home office, hoping to achieve the same level of productivity.

"Technical requirements for teleworkers include broadband Internet access, a decent computer, an efficient place to work (not the dining room table), secure connectivity to the corporate network, a means of getting phone calls, instant messaging, and other collaborative tools," says Chuck Wiskler, Telework Coalition executive director. "Some of the non-technical requirements include ergonomically correct furniture, proper training in safety requirements, agreements between employer and employee outlining expectations of each, and a clear family understanding--that is, the family understands and respects that even though the teleworker is at home, they're working."

"A telework program should cover topics such as the kinds of jobs that can be included in a telework arrangement, any agreements or ground rules required between employer and employee, and train workers for this new type of "un-tethered" working environment," adds Cohen.

Of course, with telecommuting, there are two distinct sides to the equation. From a corporate standpoint, human resources personnel must examine the financial risks and rewards, employee retention factors, and safety issues. From the employee viewpoint, there are pros and cons when it comes to their work environment, their ability to communicate with fellow employees (some of whom might also work offsite), and overall job security. Here is a rundown on the benefits and challenges from both sides of the telecommuting fence.

Advantages for your company: cost savings

Telecommuting started as a financial alternative to exorbitantly expensive office leasing. Your company might be able to save on floor space, phone costs, network wiring, desktop computers, and even more subtle expenses such as parking space. Most companies provide a laptop and pay for phone bills, and in some cases provide furniture and other office equipment. But, they usually don't cover a percentage of the telecommuter's mortgage to cover the home office. The telecommuter absorbs those costs, offset by the advantage of not having to commute. "I'm seeing more employers providing laptops to eliminate duplicate expenses, paying for at least a portion of the Internet costs, and providing a furniture allowance," says Wiskler.

He explains that the total telework costs are usually far less than on-site expenses. "When Nortel Networks downsized a couple of years ago the majority of those laid off were office workers, not their full-time teleworkers, because they didn't cost the company money for office space."

Advantages for your company: disaster recovery

Companies have come to realize that telecommuting provides a unique disaster recovery model--one that can often match the corporate strategy. For example, as companies move toward de-centralized data processing with more workgroup-based servers, telecommuting pools become just another data center. So, during downtime, telecommuters can remain productive.

Advantages for your company: employee retention

According to Wiskler, telecommuters are generally more productive and happier in their jobs, perhaps because they can control their own schedules, avoid a lengthy commute, and spend more time with family and friends. From a corporate perspective, that leads to better retention and higher morale.

Challenges for your company: network access

According to Cohen, one of the challenges in creating a corporate telecommuting program is providing consistent broadband coverage. In rural areas, high-speed Internet is almost non-existent, but even in large cities, there are disparate and competing technologies that sometimes don't match well with the corporate network topology. For example, a cable company may provide DSL in one area and cable modems in another. "A comprehensive approach to telework should include a thorough analysis of the type of work to be performed, how the network will support it, and whether appropriate network connectivity is available in the telework location," says Cohen.

Challenges for your company: communication

Companies both large and small thrive when employees are in constant communication about projects and deliverables. Cohen says that Web collaboration tools and even the built-in videoconferencing capability in instant messaging clients is helping, but insists that the real challenge is not in establishing the communication channels, but setting ground rules." Companies can address this by explicitly stating work expectations and utilizing frequent communications to stay in sync and in touch," he says. Broadband, collaborative software, video conferencing, instant messaging, Voice over Internet Protocol, e-mail, and other capabilities are making the job easier."

Challenges for your company: security

Some teleworkers send sensitive business data over their public broadband connection--in some cases over an 802.11 wireless gateway in their home. Securing these connections is a challenge because telecommuters use a range of routers and broadband providers. A VPN creates an end-to-end tunnel that's just as secure as a wired Ethernet connection. Wireless protocols such as AES encryption can also help.

Challenges for your company: manager telecommuting

Companies should decide early whether managers can participate in a telework program. In some cases, a part-time teleworking structure can be an effective way for managers to concentrate on business reporting and follow up on action items. However, it can quickly lead to jealousy among non-management personnel.

Challenges for your company: procedures

Developing a telework program is a challenge because there is usually very little precedence from within the company and extremely limited information available from other companies, which typically don't publicize their telework lessons learned. (Even for this article, several large companies declined to comment on their telecommuting programs.) Still, creating a structure is critical given the changing nature of information technology and the typical telework approach, which usually amounts to nothing more than sending an employee home with a laptop.

"There is often a lack of effective systems and procedures that includes the right network bandwidth, appropriate security, training, help desk, standardization, and appropriate residential work settings, such as ergonomic furniture and separation from distractions," says Mathias.

Employee advantages: productivity

One of the primary advantages to telecommuting for both the employee and the company is that offsite employees can focus and be more productive. They often work harder, longer, and without as many distractions. "Telecommuting creates a much more productive environment for projects requiring quiet and concentration," says Randy Cisler, who telecommutes at least one day per week for the Northern Virginia Technology Council. "When I am in the office and others are telecommuting, interruptions are generally less frequent for me, and the environment is more productive."

Employee advantages: job satisfaction

According to both Cohen and Wiskler, telecommuters are generally happier in their jobs, mostly due to the reduced stress load. There's a one-to-one relationship between what a teleworker does and the work required, and telecommuting promotes a greater focus on work tasks. Employees who are more focused on productivity, without some of the "soft" issues, such as getting along with a boss or co-workers on a day-to-day basis, often find greater job satisfaction.

Employee challenges: interruptions

Even though they don't have to deal with coworkers popping into their office or cube, telecommuters still need to put some thought into their work environment in order ensure quite and solitude, especially if other family members are at home during the day. There are some common fixes for this problem: Locating the office in an upstairs or basement room, locking the door, and establishing house rules about work times can all help reduce distractions.

Employee challenges: isolation and communication

Employees sometimes feel isolated from co-workers, especially if the teleworking arrangement is for more than just a day or two per week. Creating a video conferencing system and using Web conferencing tools such as WebEx can help, although most companies encourage even full-time teleworkers to visit the office occasionally just to catch up with coworkers and other staff.

Employee challenges: technology limitations

Sometimes, it's the technology that gets in the way of a good telecommuting arrangement. For example, in some areas, only a dial-up connection is available, which is prone to failure and slowdowns. The phone system in a home office usually isn't nearly as reliable or feature-rich as a digital voice network. VoIP systems from Vonage and others can help reduce casts and provide many same enterprise-level features, and a Centrex line for teleworkers can also help.

Employee challenges: job security

One of the most common issues telecommuters face is a feeling of job insecurity and expendability. Companies may go to great lengths in training employees and including them in key workgroup decisions, but there's still a persistent sense that out-of-sight means out-of-mind. Mathias suggests that a telework program built on trust and communication processes will help alleviate these concerns, but that--by nature--telecommuting is a self-paced program that may not work for every employee.

Time to make a plan

It's too early to tell whether teleworking will become a buzzword again. There are many pros and cons, and working offsite might not appeal to every employee. Some companies are still skeptical about telework because it's difficult to determine which employees are the best candidates, and developing a program takes time. Employees still wonder about whether teleworkers would be the first to go during a corporate downsizing.

However, in the end, telework is an extremely viable option that increases worker productivity, saves on office lease fees, and coincides well with company disaster recovery plans. Whether it will dramatically change the business computing landscape is still a great unknown.

John Brandon is a freelance writer from Buffalo, Minnesota. Before starting his writing career, he worked as an IT manager with a large consumer electronics retailer. His areas of expertise include handheld computers, notebooks, smartphones, wireless technology, displays, and any other computer-oriented device.