| I was visiting with an agent recently, and he was | | | | Workplaces? |
| talking about losing a key employee that was moving | | | | Alternative Workplaces require a considerable |
| because their spouse was transferred to California. | | | | investment in tools, training and technology. Some |
| He was talking about not wanting to deal with the | | | | agencies may try to limit their expenses by asking |
| hassles and challenges of replacing someone he had | | | | staff to use their own computers. However, privacy |
| finally trained to do a great job. Their responsibilities in | | | | laws and computer liabilities such as viruses and |
| the agency included office manager and Account | | | | hacking make it essential for an agency to have |
| Manager for large Commercial accounts. | | | | equipment it can monitor and control its use. |
| My suggestion was to keep the person, and allow | | | | Here are some investments needed to implement |
| them to work from California. His first response was | | | | successful Alternative Workplaces:o Computer |
| to point out that the person was not licensed in | | | | Monitor (If dual monitors are used in the agency, it |
| California. However, the idea was not to write new | | | | should also be part of a virtual office)o Printero |
| business in California but to continue their current job | | | | Dedicated Phone Lineo Web Camo Internet Accesso |
| from a remote location. | | | | A virtual private network (VPN) is a private |
| Although it took some time, this owner came to | | | | communications network often used by companies |
| realize what is becoming a national trend - the | | | | or organizations, to communicate confidentially over a |
| migration to Alternative Workplaces. When, where | | | | public network. A VPN can send data e.g. voice, data |
| and how people work is changing on a daily basis. | | | | or video, or a combination of these media, across |
| If your agency is considering Alternative Workplaces, | | | | secured and encrypted private channels between |
| here are 6 questions you will need to answer as you | | | | two points.o DSL: DSL stands for digital subscriber |
| make your decision. | | | | line. It uses ordinary telephone lines and a special |
| Question #1 | | | | modem to provide an Internet connection that can |
| Do You Have A Business Reason For Considering An | | | | transmit high-bandwidth information to a user's |
| Alternative Workplace? | | | | computer. A DSL line can carry both data and voice |
| Working virtually is not "benefit" or a "perk". Creating | | | | signals. The data part of the line is a dedicated |
| an Alternative Workspace is no different than any | | | | connection to the Internet and does not interfere |
| other decision regarding the operation of your | | | | with use of the telephone. DSL is high speed and is |
| agency. Moving to a virtual way of doing business | | | | always connected to the Internet.o Cable Internet: |
| requires a business decision that supports how your | | | | Cable Internet uses your local cable TV line to |
| agency does business. | | | | receive broadband Internet content. This data rate |
| Here are some valid reasons to consider virtual | | | | far exceeds that of modems and is about the same |
| staff:o Difficulty in finding qualified staffo Alternative | | | | as DSL. Your local TV cable company is typically the |
| to brick and mortar due to limited workspaceo Desire | | | | cable Internet service provider.o Dial-up access: |
| to retain qualified staff | | | | Although Dial-Up may be available and reduce |
| As with any business decision, "do the math" and | | | | expenses, it is not recommended for an Alternative |
| determine potential revenue (such as new/retained | | | | Workplace. Slow performance will affect the quality |
| business), anticipated expense (such as the cost of | | | | of work provided by your staff.o Satellite Internet: If |
| expanding workspace or building a new office) and | | | | cable or DSL aren't available in your area, or if the |
| projected ROI (based on income earned or expenses | | | | slow dial-up access speeds are not acceptable, |
| saved). | | | | consider using satellite internet. It's available to you if |
| If you don't have a definite business decision that will | | | | you live in the Northern Hemisphere and have an |
| make the agency money - do not consider an | | | | unobstructed view of the southern sky. The service |
| Alternative Workspace at this time. | | | | is expensive and the data rate is not as fast as a |
| Question #2 | | | | direct line, but it is a good connectivity alternative if |
| Does Your Agency Have An Open Culture and | | | | you live in an isolated location. |
| Proactive Management? | | | | You will also want to consider additional resources |
| Rigid agency cultures will have a difficult time | | | | such as:o Online Agency Management System (such |
| adjusting to the transition to an Alternative | | | | as TAM Online or AFW Online)o Computer Trainingo |
| Workplace. Even though you explain why some staff | | | | Cell Phoneo Soft Skills Training Including:o Effective |
| are able to work from home and others must come | | | | Letter Writingo Email Etiquetteo Public Speaking |
| to the agency every day, your decision can still | | | | An important consideration for any agency is |
| create resentment. | | | | consistency in how files are stored, applications are |
| If your agency is considering an Alternative | | | | configured, etc. The reason is so that, if a staff |
| Workspace, a good time to begin is immediately. | | | | member is out because of illness, termination, etc, |
| Agency culture is not changed overnight. Having a | | | | any other member of the staff can easily slide into |
| flexible culture is essential to working virtually. | | | | their position. This is also true with your virtual staff. |
| Here are some milestones that indicate an open | | | | Some items to establish consistent methods include:o |
| culture and proactive Management:o Staff feels safe | | | | Outlook - How folders and signature is set upo Paper |
| approaching Management with suggestions and | | | | Port - If your agency uses Paper Port, the folders |
| concernso Staff has a strong level of trust in | | | | should be set up the sameo Voice Mail messageo |
| Managemento Management feels safe confronting | | | | How activities are recorded |
| staff with areas of needed changeo Management | | | | Question #6 |
| has created a consistent method of communication | | | | Is Agency Management Aware Of Legal Implications |
| with the staff such as regular staff meetingso | | | | Of An Alternative Workplace? |
| Management informs staff of their plan to introduce | | | | Tax laws are always a consideration when dealing |
| new ways of doing business, such as changing to | | | | with changes in how you manage staff. But |
| Alternative Workplaces | | | | Alternative Workplaces have created new |
| Question #3 | | | | considerations for staff working offsite. |
| Are You Willing To Establish Clear Ways To Monitor | | | | Many of these changes have been brought about by |
| Staff Productivity? | | | | the Gramm, Leach, Bliley Privacy Act (GLBA). Some |
| One of the first questions I am asked is, "How do | | | | areas to consider include computers, cell phone, PDAs |
| you monitor performance for staff that work from | | | | and other electronic devices:o Protection of NPI |
| home?" The answer is actually quite simple. | | | | (Non-Public Information) and other client datao |
| Every staff position needs, and deserves, a clear job | | | | Method of destroying data stored at the Alternative |
| description that includes measurable requirements, | | | | Workplaceo Method of backing up and restoring data |
| expectations and boundaries. The old stand-by where | | | | Because of the legal aspects of Privacy Laws, you |
| owners want staff that "are mature enough to know | | | | are advised to consult with your attorney and |
| the right thing to do and just do it" is an excuse for | | | | E&O carrier to determine your risks and |
| leadership that is not willing to lead. | | | | resolutions. |
| When it comes to virtual staff, job descriptions and | | | | Tips For Staying Focused |
| expectations are even more critical. Looking over | | | | You may have up-to-date technology and training, |
| their work during the day is not possible. Instead, | | | | but you must have also effective strategies that help |
| Alternative Workplaces require structures such as:o | | | | your employee stay focused. Here are some tips |
| Well defined job descriptions that include measurable | | | | that will help them:o Start working at the same time. |
| expectations and productivityo Well defined | | | | Treat telework days like regular workdays: get up, |
| consequences that includes both positive and | | | | get dressed, and be "at your desk" at the usual |
| negative resultso Scheduled reports to Management | | | | time.o Establish a schedule. Keep work hours similar |
| that provides accountabilityo Regular communication | | | | to the ones you would keep if you were working at |
| with the virtual staff so they have regular feedback | | | | your office. Your manager and your co-workers will |
| on the quality of their work | | | | appreciate knowing when you'll be available.o Limit |
| Question #4 | | | | distractions. Be careful not to replace office-based |
| Does Potential Virtual Staff Have A Home Office | | | | interruptions with home-based ones (such as children, |
| Environment Suitable For A Professional Way Of | | | | neighbors, and friends).o Plan ahead. Take the |
| Doing Business? | | | | appropriate work home. Some work may be better |
| Just as an Alternative Workspace needs the right | | | | suited for the home office than other work, so be |
| person, it also requires the right work environment. A | | | | sure to plan the telework a day ahead.o Take |
| clean desk and professional workspace is important in | | | | breaks. Plan time to get up and move around. |
| the agency; and it is even more essential for virtual | | | | Consider going for a walk or a run during your lunch |
| staff. The kitchen table is not an appropriate work | | | | break to keep your mind fresh.o Focus on objectives. |
| environment. | | | | Work with your manager and colleagues to define |
| Before implementing an Alternative Workspace, | | | | clear goals and objectives against which your |
| Management will want to establish clear guidelines for | | | | performance can be objectively measured.o Consider |
| working virtually. Some of these guidelines might | | | | using instant messaging. Similar to a chat room, IM is |
| include:o A dedicated workspace with a desko No | | | | a fast means of communicating with one or more |
| indoor pets, such as dogs, that can create | | | | people in real time over the Internet. IM gives you a |
| distractions and inappropriate interruptions during | | | | way to show and update your communication status |
| business phone callso Adequate lightingo No young | | | | throughout the day. For example, when you need a |
| children | | | | couple of hours of undisturbed concentration, set |
| Question #5 | | | | your status as "Busy" and let everyone know that |
| Is Management Willing To Invest In Tools, Training | | | | you'll be slower than usual to reply to e-mail |
| and Technology Required For Alternative | | | | messages and phone calls. |