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Telework in the Information Age

Telework (a.k.a. telecommuting) is becoming an increasingly practical way for employers to attract and retain employees. Many employees view telework as the way to improve the balance between their work and personal lives. While telework has not grown as rapidly as expected, it can be a win-win proposition. However, before offering telework as an option to current or prospective employees, you must first consider several factors to determine if it is right for your organization.

The Teleworker Profile

Who are good prospects for teleworking? Research indicates that teleworkers need to be self-motivated and well-disciplined individuals. They should be comfortable working with a range of computer and communications technologies. Teleworkers should be quick learners who can manage the rapid change in technology trends. They should also be adept at solving problems on their own or with minimal assistance.

Teleworkers need to be less dependent upon social interaction than their office counterparts. Employees who fear that telework will hurt their opportunities for career advancement are not good candidates. Teleworkers who possess strong communication skills will find it easier to maintain distant relationships. Frequent participation in events like company picnics or civic clubs can help teleworkers keep their social skills intact.

Remote Work Environment

Teleworkers must plan their work environments carefully. Lighting, furniture, phone lines, electrical outlets, insurance, and taxes are a few of the considerations.  The location of a home workspace can make it difficult to separate work from personal life. Teleworkers should find an area in which they can shut out noises, especially if they expect to have conversations with prospective clients. The noise from a barking dog, a doorbell, or young children can arise at the most inopportune moments. A well-planned environment will support professional-quality work.

How Does it Really Work?

In most cases, teleworkers need access to central office resources such as software applications, data, and documents. Employers should consider that most teleworkers will need the following essentials:

  • network/Internet capable computer w/monitor
  • communication and Internet access (phone, ISDN, cable, DSL, or satellite)
  • printer
  • remote access client software
  • email account and email client
  • software

Other useful resources include:

  • dedicated phone line
  • tape backup
  • antivirus software
  • scanner
  • read/write CD
  • fax machine/software
  • answering machine/software
  • instant messaging software
  • wireless phone or pager
  • videocam and software
  • backup power supply

The costs of providing these resources may be the responsibility of the employer, employee, or both.

The project's scale will largely determine the technologies involved. Some organizations may need to enable only a few positions while others may plan to develop a complete telework program.

Single-user Solutions

Small and medium-sized organizations can begin teleworking by installing out-of-the-box remote control applications. These applications give teleworkers the ability to stay connected to the central office.  The minimal requirements are two PCs (remote and host) with modems, a phone line, and the remote control software.

Remote control software allows the remote client to run office applications, transfer work files, and print host documents on their local printer. Other features may allow the teleworker to incorporate videoconferencing or host desktop conferences. Applications generally provide built-in security, including encryption, user access control, and anti-virus software.

Multiuser Solutions

Large organizations have several, albeit more technically involved, options:

  • Organizations running Microsoft's Windows NT 4.0 or 2000 can use Terminal Services to provide remote access to network applications. Multiple teleworkers can log on simultaneously through a modem bank or ISP

A basic Terminal Services solution requires that employers provide:

  • one (or more) Win NT 4.0/2000 host server(s) with remote access server (RAS) capability
  • firewall
  • Terminal Services client license for each teleworker
  • communication access
  • network administration support

A minimal remote client will need a network-capable computer, Terminal Services client software, and communication hardware/software. Microsoft's Terminal Services Advanced Client (an ActiveX control) provides application access for Win2000 via the Web and MS Internet Explorer.

Terminal Services can be enhanced by third-party products such as Citrix's MetaFrame and Netilla's Virtual Office. These products were designed to extend Terminal Services' functionality.

  • Virtual Private Networks (VPN) provide secure dial-up access to network resources via the Internet. VPNs can be used in combination with Terminal Services configurations for secure access to network applications.

Typically, a VPN solution outsources network hardware and software administration to an ISP Currently, at least one major cable provider offers a high-speed cable VPN and administrative services.

  • Application service providers (ASPS) can be a cost-effective option for organizations of all sizes. Remote workers use Internet access to share hosted applications, data, and communicate with other workers. The interfaces for these services are usually intuitive, which can reduce employers' concerns for training costs.

Think Security

Security is a major consideration whey planning for teleworking. Recent research shows that employees who are scaling back their telework program may be doing so due to security threats. Remote access software usually encrypts data transmissions, but network administrators must evaluate user access and the permissions granted to network resources. Administrators should address remote users' responsibilities for physical access to equipment, data backup, virus prevention, and proprietary intellectual property.

Write It Down

Formal policies can help to make teleworking a success. Policies should address technology issues such as responsibility for equipment, safety, security, and technical support. Guidelines addressing ergonomic conditions can be especially important to the health of teleworkers.

General policies should address organizational issues such as work hours, performance standards, routine communications, personal expenses, office supplies, and standards for remote working conditions.

For more information on the benefits, costs, and legal aspects of telework, visit the International Telework Association and Council.

Editor's Note: Kenneth P. Quirk, CITP.CPA, MBA, MCP is a past member of the LCPA's Technology Task Force. He received the AICPA Innovative User of Technology Award in 1999. Products & services mentioned by the author should not be considered an endorsement by the LCPA.