Notes from 53rd International STC Conference
Las Vegas, Nevada, May 7-10, 2006

Telecommuting/Working with Remote Project Teams

Edward J. Marshall, Jr.
Marshall Documentation Consulting

Session Description: Telecommuting has its rewards – and challenges. Based on his experience working with a remote team based in Europe, the presenter discussed helpful work habits, effective responses to logistical issues, technologies that support telecommuting arrangements, and other tips to ease the specific difficulties associated with this non-traditional work environment.

• Early experiences with telecommuting
   
• How he got into telecommuting
• The project environment
• What worked well
• What didn't
• Why/why not
• Changes to improve the process
• Positive experiences/comments
   
• Easier if already in place
• Continued to work despite recovering from surgery
• Increased individual productivity
• Meetings more productive (to reduce phone costs)
• Weekly status conference calls for all helpful
• Negative experiences/comments
   
• Communication issues
• Limited social interaction
• Writers took advantage initially
• Can't hold impromptu meetings – might have to delay until next scheduled meeting
• Can't manage by walking around, have to manage more loosely
• What went wrong in one case study
   
• Include employees in the hiring process
• Be aware of limitations of e-mail as a tool
• Conduct regular phone meetings at the beginning
• Emphasize that communication goes both ways
• Teach employees proper manners for phone meetings
• Hire senior employees wherever possible
• If you hire a junior writer, bring the writer to the main office for training early
• Assess if using a remote writer is cost-effective
• Know what you need when you hire overseas
• Changes in work styles/habits
   
• Have total self-discipline and focus
• Develop excellent organizational skills
• Consider time zone issues
• Devise different ways of getting documents reviewed
• Set reasonable goals and assess progress
• Establish regular communication – telephone vs e-mail
• Suggestions for people interested in working remotely
   
• Know your home office situation
• Be able to avoid distractions
• Have a good workspace with the tools you need (ergonomic issues)
• Set a schedule and keep to it
• Work out who pays for supplies
• Provide timely communication
• Be aware of cultural differences
• Consider language issues
• Develop rapport with people
• Learn and respect people's work styles
• Tips from managers (what they expect/like)
   
• Expect a set schedule
• Like to know you are available during "core hours" for impromptu meetings
• Management might have a higher expectation of productivity
• Like to see weekly status reports and goals for the next week
• Might ask you to sign an agreement spelling out responsibilities
• Tips on making phone meetings more effective
• Management viewpoint
   
• Trust
• Employees can be productive despite bad weather, family illnesses, long commutes, etc.
• Less chat time by employees
• Cost savings to company
• Employee established a track record of reliability, self-motivation, and independence
• Employee knows the product/people
• Weekly results very useful for monitoring progress
• Overtime more flexible and acceptable to the employee (and family)
• Group photos
• Manager discomfort – perceived loss of control
• Assumption you'll accept lower pay scale for "privilege" of working at home.
• Employee's viewpoint
   
• Trust
• "Never draw to an inside straight!", my pappy
• Don't abuse the privilege
• Easier sell if practice already established
• Need to be your own IT support/tools guru
• More flexibility around appointments but communicate...
• Consider attending regular status, quarterly meetings, and lunches to keep in touch
• Group photos
• Case study of a successful long-distance working relationship
   
• They e-mail and call one another
• The remote writer is a senior writer who doesn't need any hand holding
• Their strengths play off one another. One provides technical advice while the onsite person helps the remote person with work relationships and writing style.
• They listen to each other.
• More tips to making this work
   
• People who work remotely sometimes feel a little more desperate about their jobs.
• When remote coworkers get their information largely by e-mail, they don't always get things right.
• Tips for managers
   
• Don't favor your remote workers over your workers at the office.
• If employees come to you and say the situation is not working, listen to what they are saying and try to come up with a solution.
• Selling points for allowing telecommuting
   
• Avoid painful commutes/stress while upping productivity
• Need to contact foreign teammates early in a.m., stay at home the rest of the day
• Medical reasons – short term, long term
• Family issues
• Work is appropriate for telecommuting
• Equipment
   
• Dedicated workspace
• Broadband/DSL
• Reliable VNC/VPN connection
• Laptops with docking stations
• Teleconferencing/web conferencing/webex/videoconferencing
• Internet relay chat (IRC) or IM
• E-mail on computer and mobile devices
• Phone list of project members
• Wikis
• Success factors
   
• Management buy-in
• Proven track record as a self-sufficient, motivated, reliable employee
• Trust, trust, and trust
• Reliable on-site infrastructure for remote work
• Reliable at-home infrastructure
• Effective communication, such as weekly conference calls