Information and Communications Technology

Appropriate information and communications technology is an important factor in the success of most telework initiatives. However, this is not to say that such technology is essential in all cases.

The simplest way to approach the information and technology requirements of teleworkers is to ensure that they have the necessary tools to perform their off-site tasks and access to appropriate communication solutions.

For example, a lawyer who teleworks one day a week to read briefs and draft letters might only need a briefcase and a dictaphone. A writer might only need a telephone, a desktop computer and a dial-up connection. An accounts clerk who works off-site three days a week chasing up bad debtors will probably need a high-speed internet connection or virtual private network connection to ensure that he or she always has the most recent information from the organisation’s databases. Similarly, a graphic designer will need a much more powerful computer, larger display screens and the fastest possible internet connections.

The important point is that the technology solutions chosen are appropriate to the tasks involved.

However, there are some basic requirements that organisations should consider for all teleworking settings:

• The organisation’s telephone system should be able to forward incoming calls to the teleworker’s home phone or mobile phone automatically when the teleworker is out of the office. The organisation’s exchange should also have an effective voice-mail system installed;
• Where the teleworker will require frequent interaction with other team members, the organisation should invest in appropriate teleconference facilities—either audio- or video-capable or both;
• Where teleworkers will be working directly on the organisation’s databases or accessing office-based email, adequate remote access facilities will be necessary. This should include access to any organisation or task-specific software programs; and
• Where the work involved has a high security requirement, comprehensive security measures should be in place.

For the individual teleworker, there will also be some basic requirements:

• A reliable internet connection that can operate at the required speed is essential for most teleworkers. In some cases this could take the form of a direct private network connection (such as a VPN); 
• A second telephone line is often important to the teleworker, especially if other members of the family will be home during his or her hours of work. This line should be able to divert calls to the worker’s mobile phone and/or a reliable answering service;
• Adequate personal computing equipment, with essential software installed, will be important to most teleworkers. The computer should be capable of working on network files ‘off-line’ so that work can continue in the event of failures in the internet connection; and
• Where the organisation supports video-conferencing, a web cam will be required.

It is sometimes a good idea to equip teleworkers with laptops or other portable computing equipment. However, it is often difficult to set up and use such equipment safely, particularly for extended periods. Where laptops are to be used, docking stations and external keyboards and screens should be installed in both home and organisation offices.

There are also some requirements that the organisation and the teleworker will have to set up collaboratively:

• Back-up routines will be critical, for both the network’s files and the teleworker’s computer data. The routines involved will vary considerably.
• Should the teleworker be away from the traditional office for extended periods of time, it is recommended that the organisation and the teleworker adopt a standard 'instant messaging’ tool to augment team communication.

Note that there can be issues when new or untried technology is deployed for an organisation’s teleworkers. Remote workers need reliable equipment and services if they are to remain productive: ‘leading edge’ solutions could be difficult to support.

Finally, it should be remembered that telework does not become impossible if the full range of technology solutions is not available. Lack of technology might restrict the tasks that can be performed remotely and therefore the amount of time that can be spent out of the office but there are many tasks that could still be done off-site.