Remote work appears to be here to stay, at least in some capacity. And with this cementing of the hybrid workplace comes the necessity for IT to collaborate with HR and other departments and engage with users in new ways. Read on for what IT can do to ensure the success of any widely-distributed work environment.
Engage Employees as Partners, Not Consumers
The traditional notion of employees as IT’s customers has no place in the modern workplace. Rather, IT should view users as partners who have a hand in selecting, deploying, assessing, and improving technology tools. In some cases, it might even be appropriate to give users ownership of some technology areas. A key part of reimagining the relationship between end-users and IT is ensuring a high-quality user experience (UX) for all employees. According to Gartner, workers with a good UX are 1.5 times more likely than others to have high levels of work effectiveness, productivity, and intent to stay. They also typically perform beyond their job requirements. IT must make several changes to enable this high-quality experience, including actively listening to users and engaging them as stakeholders throughout the technology product cycle.
Provide Comprehensive User Support and Training
In the hybrid workplace, it’s important that IT views user enablement as part of overall technology enablement and changes how it supports employees. Because workers can’t just pop their heads over the cubicle to ask for tech support, one potential solution is installing remote diagnostic tools that IT can use to see what is happening on users’ devices should they require support if technical troubles arise.
Reshape Equipment Policies
The hybrid office takes the challenges of BYOD to an entirely new level. With home computers, smart devices, phone services, and networks now involved, IT must develop more comprehensive universal policies on equipment. In addition to considerations surrounding ownership and access, there are also associated software licensing and cost questions that arise with a greater mix of corporate and personal devices in play.
Review Access Schedule for Corporate Systems
With many hybrid workers also juggling pandemic-related family issues, the work day has been extended. People log on and off throughout the day and access systems earlier and later in the day than was previously typical. As such, IT needs to review any systems with access restricted by time of day and determine whether this is still necessary. In addition, organizations must ensure that tech support’s availability mirrors the new reality of how people are working.
For more on these and other key ways in which IT can support the hybrid workplace, check out Galen Gruman’s article in ComputerWorld.