19,99 €
Mehr erfahren.
- Herausgeber: John Wiley & Sons
- Kategorie: Fachliteratur
- Sprache: Englisch
Your small business survival guide for the remote work environment In Remote Work Technology: Keeping Your Small Business Thriving From Anywhere, experienced SaaS and telecommunications entrepreneur Henry Kurkowski delivers a step-by-step walkthrough for using SaaS technology and communication apps to power your small business from anywhere on the planet. You'll learn how to capitalize on the ability to hire a geographically distributed workforce and excel at serving clients at a distance. You'll also discover why and how you need to alter your approach to management and spot the common pitfalls that litter the way to a truly distributed business. This important book includes: * Valuable case studies of businesses that embraced the reality of remote working during and after the COVID-19 pandemic and cautionary tales of unexpected challenges that arose during the transition. * Discussions of how to incorporate remote workers into efficient workflows to increase your business' productivity * Explorations of how to support your employees when you can't just pop into their office Perfect for small business founders, owners, and managers, Remote Work Technology is also a must-read guide for independent contractors who work directly with small businesses and entrepreneurs.
Sie lesen das E-Book in den Legimi-Apps auf:
Seitenzahl: 592
Veröffentlichungsjahr: 2021
Ähnliche
Table of Contents
Cover
Title Page
Foreword
Introduction
CHAPTER 1: You Can't Go to the Office: Where Do You Go from Here?
Disaster Strikes
Management Work Policy
Top Concerns of Management
Do Not Fight the Tide
Productivity and Job Performance
Adjusting to the New Work and Home Balance
Maintaining Growth and Profitability
Let's Get to Work
Notes
CHAPTER 2: The Remote Workspace: Set Up Your Mind and Your Space
Your Work Zone: Distinguished from the Rest of the House
Set Healthy Boundaries with Family and Friends
Self-Motivation from Home Can Be Perilous
Take Breaks and Don't Feel Guilty
Create a Morning Routine Different from When You Were Commuting
Set Daily Goals
Communication Habits: Respond Quickly and Use the Right Tools
Get Dressed for Work
Set Yourself Up for Success Right from the Start
Notes
CHAPTER 3: Office Technology: Stay Connected and Competitive
VoIP: From Desktop to Soft Phones and Features
Email, Chat, and Channels
Videoconferencing
Team Collaboration Tools
File Sharing and Cloud Storage
Cybersecurity
Business Tech Advantages
CHAPTER 4: Choosing Technology: Getting the Right Digital Tools for You
Scale to Meet Your Needs
First-Time Setup
After the Sale
Total Cost of Ownership
Focus on Your Pains
Upfront Costs
Operating Costs
Choosing Wisely
CHAPTER 5: Time Management: The Result Is What Matters Most
Being Productive
Productivity Apps
Monitoring Remote Workers
Time Managing as a Whole
CHAPTER 6: Group Tasks: Keeping the Teamwork in Your Team
Remote Work Fatigue
Encourage Boundaries
Expenses for Home Office Needs
Gratitude
Collaboration Tools and Usage
Too Many Video Meetings
Results over Schedule
Bring Back the Break Room
Your People Are Your Best Assets
CHAPTER 7: Client and Team Meetings: Making the Most of It
A Quick Case for Virtual Meetings
Before You Start
Prepping Your Space
Prepare Your Devices
Prepare Yourself
Etiquette
Engagement and Communication
CHAPTER 8: The Watercooler Has Moved—Engagement and Socializing Remotely
The Impact of Social Isolation
Be on the Lookout for Isolation
Self-Assessment
Combating Isolation
Engagement
Social Needs
Company Values and Mission
People First
Notes
CHAPTER 9: Generational Struggles
The Generations
There Is No Generational Gap at Work
Work Styles
Common Ground
Notes
CHAPTER 10: Creating the Right Remote Team Culture
You Already Have a Company Culture
What Is Company Culture?
Maintaining Culture When Remote
Cultural Fit
CHAPTER 11: Operations and Administration
Company Accounts
Human Resources
Losing People during the Switch
Remote Hiring Process
Attributes and Skills
Remote Onboarding
CHAPTER 12: The Complete Package
Work Remotely with Added Confidence
Make Your Space Your Own
Team Strategies
Technology Is Your Asset—Choose Wisely
Scalability and TCO
Make the Most of Your Time
Keep the Faith
Keep the Client and the Team Happy
Be Mindful of Signs of Isolation
Stay Social
Generations and Personalities
Leadership Grooms Your Culture
The Right People
The World Is at Your Fingertips
Index
Copyright
Dedication
About the Author
Acknowledgments
End User License Agreement
List of Illustrations
Chapter 1
Figure 1.1: Top concerns of managers of remote teams
Figure 1.2: Percent of workers who had ever worked remotely during the begin...
Figure 1.3: Immediate remote workflow elements
Chapter 2
Figure 2.1: Eight things to look for in an office chair
Figure 2.2: The perception and impact of clothing formality
Chapter 3
Figure 3.1: Top four services for videoconferencing
Chapter 4
Figure 4.1: The potential downtimes compared by percentage of uptimes
Figure 4.2: Commercial software industry timeline
Figure 4.3: TCO for SaaS applications
Figure 4.4: TCO for traditional software applications
Chapter 5
Figure 5.1: Top workplace distractions
Figure 5.2: Measuring productivity
Chapter 6
Figure 6.1: Remote work planning
Figure 6.2: Remote employee burnout
Figure 6.3: How leaders can support remote workers
Chapter 7
Figure 7.1: Cost of meeting face-to-face
Figure 7.2: What people do while on a conference call
Figure 7.3: What people do while in a virtual meeting
Chapter 8
Figure 8-1: Maslow's hierarchy of needs
Figure 8-2: Effects of social isolation on health and mortality
Chapter 9
Figure 9.1: Birth years of four primary generations in the workforce
Figure 9.2: Survey: What would make remote work better?
Figure 9.3: The population of the United States by generation in 2019
Chapter 10
Figure 10.1: Company culture is a top priority for job seekers and employees...
Guide
Cover
Table of Contents
Title Page
Copyrigt
Dedication
About the Author
Acknowledgments
Foreword
Introduction
Begin Reading
Index
End User License Agreement
Pages
iii
xxvii
xxviii
xxix
xxx
xxxi
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
307
308
309
310
311
312
313
314
315
316
iv
v
vii
ix
x
xi
317
Remote Work Technology
Keeping Your Small Business Thriving From Anywhere
Henry Kurkowski
Foreword
When Henry reached out to me about the prospect of penning an introduction to this book, I enthusiastically agreed. After all, as a founding partner of High Alpha, I had recently gone through the process of overseeing our transition from a traditional office environment to a hybrid/remote-first organization. Early on, during the first phase of the COVID-19 pandemic, my partners and I made the decision to fully transition our team to a remote-first work environment. Throughout the process, I took a very hands-on approach to shaping our strategy, specifying our tech and software infrastructure, establishing our safety protocols, hardening our security procedures, maintaining our winning culture, and effectively managing communication with our team. I know firsthand what a monumental task it is to quickly transition an entire organization from on-premises to remote work while maintaining productivity and minimizing disruption. We ended up managing the transition remarkably well, but had Remote Work Technology: Keeping Your Small Business Thriving from Anywhere existed when we began our process, it would have saved us an enormous amount of time, energy, and second-guessing.
It is of course an understatement to say that we are living in unprecedented times. Mega-trends such as the rapid adoption of cloud technology, the meteoric growth of e-commerce, the work-from-anywhere movement (fostered by access to nearly ubiquitous broadband and 5G), and the advent of the gig economy are reshaping how we do business. When those trends coalesce with a pandemic, political unrest, and society's demands for greater equality and more equitable access to opportunity, it creates both opportunity and perils aplenty. Strong leaders remain focused on opportunities for business transformation and growth, but the road to capitalize on those opportunities is often littered with pitfalls, and the potential for missteps is very real. We are on the precipice of a massive shift in how work gets done, and remote work will play a central role in that shift.
In our current context, there may be no more salient topic for a business leader than understanding how to rapidly transition to a remote work environment. After decades of flirtation with remote/hybrid work environments, every business in the world now has to confront the very real possibility that much of their workforce will transition to remote work. And up until now, there really was no road map for businesses to rely on as they rapidly remade themselves into remote-first organizations. Thanks to Henry and Remote Work Technology, that map now exists and is accessible to anyone who might require it.
When making the shift to a remote work organization, there is much to consider. Frankly, the list of decisions is downright overwhelming. Henry's approach, detailed here, demystifies the process while providing a flexible structure that can be applied by any business—large or small, traditional or progressive.
As is always the case, business leaders attempting to navigate uncharted waters would do well to seek out and implement the advice of those who have seen it before. I can think of no finer guide to help the reader navigate the quickly evolving landscape of remote work than Henry Kurkowski. Henry has spent the bulk of his career working at the intersection of technology, culture, and organizational transformation. His sincere passion for unlocking the hidden value in small businesses and his unparalleled ability to translate the esoteric into practical language is on full display in Remote Work Technology. Henry has written the definitive guide to “going remote” and, if you read its contents, I'm confident it will position your organization to thrive in the years ahead.
Kristian Andersen
Partner, High Alpha
www.kristian.vc
Introduction
My first time working remotely was in 2002. I was working in commercial finance, and I had a client that was busy buying up hotels in South Florida to then convert them into condominiums. The client had a constant flow of properties that he was readying to purchase, and time was an important factor to his business plans. At that time, I was traveling back and forth from Fort Lauderdale to Indianapolis once a month. DSL was just rolling out to smaller cities, and I was lucky enough to have access to faster Internet than the dial-up speeds that many homes and small businesses still used. Smartphones were not yet a thing, but personal digital assistants (PDAs) such as the PalmPilot were all the rage with businesspeople on the go. My main tools were email, an eFax account, and a Sony Ericsson mobile phone, which I still have to this day. With these high-tech tools at my command, I felt unstoppable. I came to fully appreciate that I didn't need to be in the office to work with equity investors, lending institutions, or commercial real estate agents.
I became hooked on the freedom that the virtual office provided, and I saw the advantages that the virtual office can provide an organization. I believed in this so much that I've designed the companies that I helped cofound to operate with remote workers and a decentralized office in mind. Our teams are distributed across the United States, and many of our developers are working from other countries. We extend that remote capability at the client level as well. We use our cloud dashboards and the automation features of our software to remotely manage thousands of devices at our clients' locations on a daily basis regardless of where they are located. However, most small businesses are not designed from the get-go to operate with distributed teams or collaborate remotely. That fact became obvious in 2020.
The outbreak of the coronavirus caused us to avoid other humans and take shelter in our homes. We as people were not fully prepared for it, and neither were an overwhelming number of small businesses. There was a great deal of struggling in the beginning weeks of the shutdowns. Mistakes were plentiful, and stress was at an all-time high. But it doesn't take a global crisis to force a business to suddenly go remote. Hurricanes, fires, and other disasters can catch companies unaware. Many times, the company owners and managers are not sure what to do to keep the company going if they suddenly can't work from their HQ. This book is written to help with that problem and offer real solutions. Just as my companies empower our clients with SaaS technologies and the automation that comes with them, my desire is to help set up more small businesses for their own success through this book.
As a tech guy, I am also a sci-fi buff. So, I am thrilled to quote one of the great leaders of the sci-fi world, Captain Jean Luc Picard: “What we do in a crisis often weighs upon us less heavily than what we wish we had done, what could have been.” I want you to be in a position where you don't need to worry about what you wish you had done. I don't want you to have to be burdened with what could have been. I want you to be able to thrive and have your people feel secure when a crisis strikes your company. That is the purpose behind this book.
The information and best practices within are not limited to a crisis situation. This book is a guide for startup companies, for independent contractors, and for business leaders who want a road map to make their company operations virtual, or even to create a hybrid of traditional and distributed teams. Being able to run your company remotely is about the power of choice. It is the freedom to take your company further and be able to have your teams do meaningful work from more places without being tethered to any physical space.
With the right technologies, anyone can work remotely. But it takes more than tech to be successful at working remotely, and certainly it takes more than tech to successfully lead a remote team. That's why I discuss in detail the importance of healthy company cultures that empower their people through trust and transparency. There are some downsides to working remotely. Many workers during the pandemic spoke of Zoom fatigue, feelings of isolation, feelings of being disconnected from the company, and lowered employee satisfaction. It is wildly important to keep these very real problems in mind when taking the team remote. This means adjusting management styles, altering how productivity is measured, and enabling higher levels of engagement.
“There are no ordinary moments.” That is one of my favorite quotes by Dan Millman. It certainly is an apt one for the year 2020. Nothing about 2020 was ordinary. But in that year, business leaders were able to garner deeper insights about virtual teams, learn how to drive the success of these teams, and thrive in the remote working world. By the time you reach the end of this book, you will be able to do the same.
Henry Kurkowski
www.theremoteworkbook.com
CHAPTER 1You Can't Go to the Office: Where Do You Go from Here?
Indianapolis, April 3, 2006 – Public safety officials are still concerned about Sunday's storm damage to the Regions Bank tower downtown. The straight-line winds blew out windows on several floors and peeled away parts of the building's facade.
While the wind is responsible for the initial damage to the city's third tallest building, wind will keep the area around it closed for at least another day. Channel 13 Meteorologist Jude Redfield says the wind speeds are expected to be up to 25 miles per hour through Tuesday afternoon. That means falling glass and debris from the Regions building are still a big safety concern.
Three sides and 16 floors of the building are damaged and it will be a while before the tower is repaired. Spokesperson Myra Borshoff says that is bad news for tenants.
“For the foreseeable future, this building will not be occupied…Right now, our focus is securing the building and making it safe.”
In the short term that means protecting pedestrians and drivers from falling glass and metal. And, Borshoff says, that means keeping the area around the tower off-limits.
“I would say for at least for the next few days, those streets will not be available and you should probably plan to leave 15 to 20 minutes early.”
Mayor Bart Peterson agrees. “When we are sure nothing is going to fall off the buildings, then we will reopen the streets.”
But the businesses and their employees who work at One Indiana Square will have to wait longer. Getting back to business for them means finding temporary office space elsewhere. Susan Matthews, with the building's management, says they are doing their best to help. “We are in the process of contacting tenants, assessing their needs, and helping them find space.”
Building owner Mickey Maurer says they'll do what is necessary. “That's part of being local. We're here. We told those tenants we'd stand behind them, and we've got a plan, we've got an army put together, and we will stand behind them.”
Hotels and office buildings in the downtown area have reached out, offering their extra space. One Indiana Square has about 30 tenants and 1,000 employees. Among those are accounting firms who are eager to get back to work with tax day just two weeks away.
Lynsay Clutter-Eyewitness News, Area around Regions Tower to stay closed, WTHR, April 4, 2006
Disaster Strikes
Imagine that you are awakened in the wee hours of the morning to be told that there was a fire in the middle of the night. Although nobody was harmed, your workplace has been severely damaged and is unusable. What is the first thing that pops into your head? Does your mind dart to worry about the various company files and assets that were in the office? Is the anxiety of upcoming project deadlines lumping in your throat? Do you race your thoughts around trying to figure out how to keep the team working and the company operational?
All of these are valid concerns, and there is no correct order of priority. This type of scenario has happened countless times around the world. Sudden man-made and natural disasters have interrupted the flow of business for centuries. In the preceding news report from WTHR in Indianapolis, you can see a good example in which roughly 1,000 workers of over 30 businesses were suddenly displaced without warning.
How Long Will the Crisis Last?
The building mentioned in the Eyewitness News story from April 2006 is the third largest building in Indianapolis. The storm that hit the downtown area was identified by meteorologists as a derecho. A derecho is a series of fast-moving wind storms or thunderstorms with powerful straight-line winds that can rival the force of hurricane winds. That storm hit downtown Indianapolis late on Sunday, April 2. By Monday, businesses were told that the building was unstable and unsafe for anyone to gain entry. In fact, the surrounding streets were also closed off due to falling debris. Over the course of a weekend, dozens of businesses were turned upside down and displaced.
Nearly three months would go by for many of those tenants who were without a place to work and were unable to access their company assets or client files. That Monday morning, the business owners and managers were coping as best they could. Many were hoping that they would be out of their office for just a few weeks at most. Few, if any, realized that it would be months before they could return.
WTHR had a follow-up report when many workers returned to the building to open up their offices and called it a kind of homecoming. That second report was published 10 weeks later on June 10, 2006. They also reported on that day that there were still many offices that remained under repair and unable to open for business.
COVID-19
The 2020 pandemic forced businesses around the globe to close their offices. Most of those businesses either figured out how to work remotely or stopped operations for a period of time. People who thought that such a long-term interruption of day-to-day business couldn't happen to them suddenly found themselves dealing with it as their new reality. This begs the question, how many businesses were ready for an emergency in which the whole company needed to suddenly work remotely?
BEST PRACTICES
Get a company continuity plan in place for your business to make sure your company can survive and thrive in case of various types of crises.
Prepping the Whole Team
I have worked on the board of trustees for a nonprofit organization where I and several other board members were tasked to come up with a detailed continuity plan for the organization. A continuity plan is a vital document that outlines various courses of action to help a company not only survive but continue to thrive when disaster strikes. Of course, such plans are something that you want in place before your interruption in business occurs so that you are not left scrambling or arguing over the correct decisions to make in the midst of your crisis event.
With nonprofit or for-profit businesses, putting such plans in place demonstrates good stewardship and that you take your responsibilities to the stake holders of the organization seriously. Part of that plan needs to be a remote work contingency.
A large portion of the workforce already has the ability to work from home due to the proliferation of broadband. In fact, according the US Census Bureau, just prior to the COVID-19 crisis, about one third of workers had worked remotely and roughly half of information workers are able to work from home. However, being able to do work from home on a long-term basis and actually doing so are very different things. Historically, there has been some pushback from management on overseeing a remote and distributed workforce.
Management Work Policy
According to the International Workplace Group, an international provider of office space, business lounges, and conference centers, more than 50 percent of companies surveyed in 2019 did not have a remote work policy in place.1 When asked the reason, they simply cited that it was a long-standing company policy. In other words, they prefer managing their people in person.
Many times, the reason companies avoid working remotely is due to the company culture. There is a camaraderie that comes with being in the same room and bouncing ideas off each other. There is an energy in that room that cannot be duplicated in a video conference.
Other times, remote working is frowned upon due to employer preferences in management styles, and sometimes it is simply that management does not like change. In working with thousands of small businesses across the US, I have seen clients at all management levels resist introducing new technology and new methodologies. Many times, that resistance to change comes in the form of “that's just how we've always done things.”
From the experience of managing my own companies, I certainly understand that initial resistance. Changing processes is a disruption, and it can be uncomfortable to learn new methodologies in day-to-day operations, especially if it makes a dramatic alteration in how a company manages its business.
Some leaders believe the best way they can manage people and performance is in person. There is trepidation in trying a new office format, and there are concerns about a potential loss of productivity during the learning curve of running a company in a new way. But when disaster strikes, we don't get the luxury of having many choices. When it comes time to adapt workplace operations in an emergency, the situation quickly becomes sink or swim.
IBM and Yahoo!
In the late ’90s and into the early 2000s, IBM was making headlines for its progressiveness in allowing a large portion of its workforce to go remote. It added that the profitability of the company had greatly increased due to this strategic move. Having workers go remote reduced overhead by getting rid of 78 million square feet of office space. The company sold off 58 million square feet of that space for $1.9 billion. By 2009, IBM had 40 percent of its employees working remotely and was considered a pioneer in a remote working revolution.
However, in May 2017, the Wall Street Journal reported that IBM was giving its remote work employees a choice: either move back into one of the company's regional offices or leave the company.2 The move was intended to increase the speed of productivity and create better collaboration between teams.
In 2013, the new CEO of tech giant Yahoo! made headlines when a company memo was leaked. In it, Marissa Mayer abruptly ended the renowned company perk of working from home. Again, collaboration was cited as the main reason for this sudden switch. Here is a part of the memo:
To become the absolute best place to work, communication and collaboration will be important, so we need to be working side-by-side. That is why it is critical that we are all present in our offices. Some of the best decisions and insights come from hallway and cafeteria discussions, meeting new people, and impromptu team meetings. Speed and quality are often sacrificed when we work from home. We need to be one Yahoo!, and that starts with physically being together.3
When these events happened, many large companies followed suit and ended or discouraged work-from-home policies. Companies such as Honeywell, Best Buy, Aetna, and Bank of America all changed their telecommuting policies in order to have better control over the workday and have more face-to-face collaboration. Does all this mean that remote working is detrimental to a company's efficiency? The short answer is that it can be, but it does not have to be that way. Certainly not anymore.
In the second half of 2020, HR consulting and benefits firm Mercer surveyed 800 employers to ask about the productivity of workers who went remote due to the health crisis. Ninety-four percent of the employers surveyed said that productivity was the same as it was prior to the pandemic, with 27 percent of those reporting that productivity was actually higher. On top of that, 73 percent reported that one quarter or more of their employees would likely remain as remote workers after the pandemic.
In November 2020, a study commissioned by tech giant Microsoft showed similar findings. Boston Consulting Group and KRC Research conducted the study and polled 9,000 employees and managers from large companies across 15 European markets, asking about productivity of remote workers during the pandemic. Thirty-nine percent reported that the newly remote workers were as productive as they were before going remote, 34 percent reported that they were somewhat more productive, and 10 percent stated that they were significantly more productive. So what's the difference between 2017 and 2020 when it comes to the idea of remote work productivity?
Consider the leaps we have taken in residential broadband speeds since 2017. Today there are gigabyte home internet routers and network switches. High-speed cellular networks and 5G can act as backup connections to help keep people working. The technology for remote work today far exceeds what was available in 2017. Another point to take into consideration is that there has been a wake-up moment in management styles due to the COVID-19 pandemic. There is now a deeper understanding of how to create stronger collaborations between teams and how to better use the technology that is available.
Top Concerns of Management
Some of the first concerns managers and team leaders will have will be about functionality, such as how to get the team to function cohesively while separated and how to manage their newly distributed work force. Both of these concerns can be overcome if you don't fight them. Let's take a look at managerial obstacles.
According to 2019 a survey by OWL Labs,4 some of the concerns that managers have about a remote workforce include diminished productivity, loss of employee focus, and even concerns about the long-term career goals of employees (Figure 1.1).
Figure 1.1: Top concerns of managers of remote teams
Source: Modified from Owl Labs, State of Remote Work 2019, September 2019.
The truth is that a good number of managers have some anxiety about managing remote workers. Managerial skill sets get honed by repetition. For years, those management skills relied on large amounts of small face-to-face check-ins and quick meetings with staff members. Many people in leadership positions still gauge dedication by who stays late and who comes in early.
That style of management makes the move to remote working difficult and is the reason many companies chose not have a remote working policy.
I've had the unfortunate experience of working under managers who were always on the lookout for slackers. Everyone knew that if the manager was coming around, you had to make yourself look busy. If you were not doing something productive when they came by, they would find something for you to do or you would get sent home. That was their management style, and cracking the whip was something that permeated into the company culture.
That kind of management style is the antithesis of a productive remote work environment. Vocalized expectations, setting productivity milestones, and creating a culture of trust will go far in the switch to a distributed workforce. We will go into detail on those points in later chapters.
Do Not Fight the Tide
If you go swimming in the ocean and find yourself pulled away from shore by the riptide, the best advice from experts is twofold: Do not panic and do not fight the tide.
Do not panic is sound advice for any situation, but do not fight the tide is the key to survival. The reason why is simply put: you can't win that fight. The undertow that is pulling you away from the safety of the shore is strong and consistent. If you try to fight the tide, you will feel like you are making some headway, but in the end, any forward motion you get will be incremental and won't get you to shore. The only thing your struggle will accomplish is a severe depletion of your resources.
To survive, you need to go with the flow. Let the riptide take you out and when it stops pulling at you, then you act. You first swim parallel to the shore and out of the current that brought you to where you are now. Then you are in the proper position to get back on track to your goal of getting to the beach. You need to take the same approach if you suddenly find yourself in circumstances where you don't have a space for your employees to work.
For this book, I interviewed a number of business executives whose companies suddenly shifted to working remotely. Some of them resisted the need to go remote in the beginning. I've asked those people what they might do differently should they again find themselves in similar circumstances. The responses from them were all similar. Although they feel they adapted quickly to their situations, they would most likely accept their need to move to remote work earlier on.
One of the business leaders whom I interviewed is David LaRosa. Below is a segment of our discussion where he describes the series of events that caused his company, Verso, to go fully remote. Accepting the circumstances instead of fighting them removed stress and the pressure of timeliness and ultimately made his agency and its company culture emerge stronger from it all.
It was 2018, and at the time Verso was about 28 people. We had a lovely space in downtown Santa Monica overlooking Broadway, one block from the train and six blocks from the beach. It was a nice space.
It was a very rainy week in February. The first call came on a Tuesday morning—our largest account would be ending the relationship within the month. We had been working together for four years, and at the time we had probably 8 to 10 people working on that account daily. It rained a lot that day. The second call came on Wednesday night. I was at the office late, and our second largest account needed to end its relationship within 30 days as well. It rained a lot that day, too…
The first step, clearly, was layoffs. We had 28 people in January, and by March we were down to 11 people.
The next step was getting rid of our space—it was overhead we didn't need. I found a space down the street that was much cheaper, probably because of the large construction project happening right behind the space. I think they are still working on it today, but it was very nice for the price. However, when I went to have the last walkthrough, the space was flooded, and the tenants next door—a well-known editing house here in LA—were carrying their computers out in the rain. They said, “Don't lease this space. It floods every time it rains, and the landlord is a crook.”
So, I paused because we had two weeks left on our old lease. During those two weeks, I suddenly had to fly to South Carolina to deal with a family emergency. As the lease ran out, my working remotely from South Carolina started a company trend. The whole team started working from home rather than take the train or drive two hours to the office in LA traffic. We had the tools already, so I said, “OK. Let's try this!” It's been over two years.”
David LaRosa, CEO and Creative Director, Verso
Fighting the need to work remotely will only cause your operations to flounder. You will waste two valuable resources: time and money. On top of that, you will put the morale and the outlook of your team in jeopardy.
Remote Working Is Older Than You May Think
To help relieve anxiety about a sudden switch to remote working, business leaders should realize the long history that exists in working from home with nontraditional or flexible hours. The idea of flextime was created in West Germany in 1967. German manufacturer Messerschmitt-Bölkow-Blohm developed flextime to combat work issues such as employees showing up late and poor morale, which resulted in low productivity.
Allowing employees to change the set of regular hours they worked but still work the same number of hours had incredibly positive effects on performance. It also had a dramatic effect on commuting. Having entire shifts of people all entering and exiting the building at same time created congestion and anxiety for workers to combat.
The term telecommuting was first coined in 1972 by engineer Jack Niles when he was interviewed while working remotely on a NASA communications system. The gas shortage of the late 1970s prompted author and economist Frank Schiff to push the idea for the American people to work from home. He wrote an article for the Washington Post suggesting that if only 10 percent of the millions of work commuters would do their jobs from home two days a week, they would greatly reduce pollution, road congestion, and employee stress levels. They would also reduce the long lines at the gas pumps where it was not uncommon for fights to break out due to the limited availability of gasoline.
Suffice it to say that flexible work hours and telecommuting have a long history. They were created to solve problems. It is far from a new concept, and it has been proven to be effective in boosting morale as well as productivity. But how many people actually had the opportunity to work remotely pre-Covid-19 (Figure 1.2)?
Figure 1.2: Percent of workers who had ever worked remotely during the beginning of COVID-19–related closures.
Source: Modified from Megan Brenan, U.S. Workers Discovering Affinity for Remote Work, Gallup Pannel, 2020.
Productivity and Job Performance
Although remote working has a long history, a Gallup poll in early March 2020 showed that only 31 percent of workers polled had ever worked remotely. That means that at the time, management of remote workers was also not commonplace. Then on March 19, 2020, the World Health Organization declared COVID-19 a pandemic. In an attempt to reduce the spread of the disease, businesses that were not considered essential either shut down or had their workforce do their jobs remotely. This change caused a massive spike in remote work in a very short period of time, from one third of people polled having had any remote work experience to nearly half just a few days later. That number would increase to over 60 percent by the end of the month.
It is one thing to manage an occasional work-from-home employee, but suddenly switching your operation to be fully remote takes management adaptation. Part of that will be changing how you gauge productivity and performance of team members.
How managers measure productivity depends on the type of work being done and management styles. The remote workflow will proceed in a different manner than it would in a face-to-face office environment. Remember to resist the urge to fight against it. In managing a distributed workforce, you will need to break things down to the basics, as illustrated in Figure 1.3.
Figure 1.3: Immediate remote workflow elements
These will be your first key elements to look at when getting your remote operations started. Keep in mind that this will be new for the team as well. Make sure that your team has the tools they need not only to work but to thrive. Take care to choose the apps and services that are right for your team, such as software as a service (SaaS) providers with good customer support and an easy setup process. SaaS is a hosted subscription business model in which you pay a monthly or annual fee to use an online program and its features. Netflix is a great example of an SaaS provider. The subscriber pays a monthly fee to use Netflix software applications to watch shows and movies on demand.
You may pick some SaaS tools and find you want to switch to some different ones a few weeks later in the transition. That is perfectly fine. Many of the people interviewed in this book did switch some apps and services during their crisis in order to better serve their client base and facilitate better collaboration between team members. It is best to cast away the tools that don't fully serve your team than to carry on using them and letting frustration build. Don't be afraid to ask providers to allow your team to try services out before you commit to a contract if the software or service providers don't offer a standard trial period.
You will also need to consider that your employees may not all have the personal equipment your company needs for them to do their best work from home. They may have slow personal laptops or poor home Internet connections. These are obstacles that can be overcome but will need to be addressed. The company may have pay to alleviate those work-from-home issues in order to keep some employees and maintain productivity. At the end of the day, those expenses will be a great investment.
Adjusting to the New Work and Home Balance
In getting accustomed to your new work situation, there will be both excitement and anxiety. Humans are creatures of habit. Getting up, dressed, and ready for a commute to work is a routine that is difficult to change. A sudden break in that routine has an effect on people that many times is negative. Creating a routine for the day will become essential to your adjustment.
Also consider that, for some, work is a kind of escape from their personal life. If an employee has an unhappy home life, suddenly being at home all the time can be difficult for their morale and outlook. It is important to keep these situations in mind when measuring individual productivity during your switch.
Social Isolation
As a leader, it is important for you to look to increase your observation and listening skills when it comes time to get everyone working outside of the office. Some people may need a bit more attention than others. That in no way makes them a weaker link in your chain. Everyone adapts at different rates, and not everyone has the same lifestyle. Keep in mind that they are literally taking work home with them for the foreseeable future. Worlds are colliding. Their personal world and professional world are being mixed in a virtual blender, and it will take some adjustment for them and whomever they share their life with at home.
BEST PRACTICES
Your listening and observation skills will become more important when it comes to employees during the transition to remote work. Look for signs of anxiety and stress in individuals on your team.
Nicholas Bloom is an economist who is widely known for his work on the benefits of working from home. Bloom followed 1,000 workers from the Chinese company Ctrip who began working remotely and in 2015 published a report detailing his findings. After months, they saw productivity was up and that employee quit rates were down.
However, in an article in the Stanford University News in March 2020, Bloom reported some interesting additional findings:
After nine months of allowing those employees to do their jobs at home, Ctrip asked the original volunteers whether they wanted to keep working remotely or return to the office. Half of them requested to return to the office, despite their average commute being 40 minutes each way.
Why was that?
“The answer is social company,” Bloom says. “They reported feeling isolated, lonely, and depressed at home. So, I fear an extended period of working from home will not only kill office productivity but is building a mental health crisis. 5
Employee Engagement
Team leaders and management will need to up their game when it comes to employee engagement during a crisis in which employees become distributed workers. Keep in mind that this will be a new and uncertain time for everyone. It is up to leadership to steer the ship in the right direction. Communicate proactively. You won't get those micro-moments that you do in the office when you run into people in the hall or turn to someone for a quick confirmation during a meeting when an idea strikes.
Check in regularly. A morning team check-in has become the norm for most companies that had to go fully remote. That is part of the daily schedule along with a host of other meetings for team member collaboration. At the same time, although it sounds contradictory, it's important to cut out unnecessary and long meetings. In future chapters, we will discuss where chats and apps such as Slack will come in handy in place of structured meetings.
Some people are accustomed to having the boss or peers just a few feet away. They prefer to have people around them that they can turn to in order to discuss an idea or even just crack a joke. The sudden change of being away from others in the workplace can have a profound impact on people. One realization that came out of the COVID-19 pandemic is that social isolation is a very real issue for many.
Some of the interviewees for this book have shown some great ingenuity in order to increase engagement and combat the isolation that comes from this sudden shift to remote work. From virtual happy hours to creating Zoom rooms just to sit with each other while they do work, the possibilities to create new virtual ways to connect and interact are nearly limitless.
I interviewed JP Holecka, CEO of Vancouver-based company POWERSHiFTER Digital, for this chapter. The full interview is at the end of the chapter. JP had discussed with me the impact that suddenly going fully remote had on his team. To help combat the feelings of being isolated and to enhance online collaboration, he decided to have employees engage in daily standup meetings. He described them like this:
Daily standups are where the project team spends 30 minutes discussing the project work they completed the day before, the project work that they have ahead of them for that day, and what they are intending to get accomplished by the end of the day, and lastly if there are any things blocking them from getting their things accomplished. After the standup, if there are any blockers, the people that are involved with that project will coordinate to figure out a way to solve the problem. It's borrowed from agile project management philosophies.
JP Holecka, CEO of POWERSHiFTER
Daily and weekly meetings are all part of the adjustments to the new work reality. During the crisis that causes you to have your company go remote, workers will need to have more structure and balance between their personal and professional selves as well as continue to be able to socialize with coworkers.
Maintaining Growth and Profitability
For a company to maintain its profitability during this period, you will need to better enable your people to do their work well. Enabling them is not just a role for technology. During this crisis it will be vital for you to maintain your company culture. That is what will help get everyone through the rough patches and keep your company thriving.
Even if everyone cannot be at the office together, your company culture should still be preserved. It is not something that is attached to any physical space.
The company culture embodies the company values and corporate mission. It guides the way when people ask, “What should I do?” It is so important to the success of a company that many leaders see a strong company culture to be even more important than a company's business strategy. I dedicate a chapter in my book The Artful Ask to this topic. Here is a snippet from that chapter:
What exactly is a company, or corporate, culture, and why is it talked about so often in today's business environment?
Company culture is made up of the shared values, beliefs and behaviors that define a company's vision. It helps drive engagement and social interaction, and it shapes how management communicates with employees. This culture also helps define discretionary employee behavior. In other words—what they do when the boss is not around. Think of it as a set of family values outside of the employee handbook. The company culture guides employees' day-to-day tasks, how they make decisions in the work environment, and frames their interactions with other team members.
One of the reasons company culture has been the topic of news and articles in recent years is that executives and business strategists are waking up to its importance. Technology has helped to emphasize that importance.6
If you work to maintain your employee trust and your company culture, it won't matter if you are all working together in the same building or if everyone is scattered across the nation. The foundation of your company will still be there in the form of your culture, and that is where you truly work from. It will guide everyone in their day-to-day decision making as well as how they respond to issues during the transitional period.
I am a driving, focused manager: do the task, solve the problem, finish the plan. In this day and age (after going remote), I now better understand the softer side of leadership. It's important I listen to my team, be empathetic to the challenges they are facing during this difficult time, say and do the right things to unite them and build a culture of trust. Those soft skills are actually more important than the hard skills. When people trust the organization, leadership and each other, they produce better work.
Wendy O'Donovan Phillips, CEO, Big Buzz
Let's Get to Work
When disaster strikes and you find your place of work unusable, it will be highly stressful for all involved. You will want to be able to transition your team to doing their work remotely in a way that will not impact your clients or customer relations. You cannot plan for every contingency in business, but you can plan for this one. Adding a robust and adaptive remote working strategy into your continuity planning begins right now.
Armed with the right tools and the right attitude, you can set your company up for continued success during your crisis.
The company culture that has been a well-tested foundation for your business will continue to guide your decisions and help to guide you in how you respond to the crisis. The technology discussed in this book will merely be tools to further enable that culture and allow your people to keep doing their best for the clients and for each other.
It will be up to you and the leadership team to stay focused on your company mission and maintain a high level of engagement with your employees regardless of where the work is completed. You will best do this by creating avenues of better collaboration and communication. Doing this will also help you to maintain a culture of trust, which will be needed for everyone to meet and overcome the challenges that will arise.
You may also find some opportunities that come with your crisis event. One of the businesses profiled in this book leveraged its own crisis to see its company in a fresh light. It went from being a B2B company to a B2C company during the COVID-19 shutdown. It acted in accordance with its mission statement of helping people and stayed true to its corporate culture. By focusing on those things during the crisis, the company was able to see its organization from a different vantage point. The crisis helped reveal what the organization was really good at doing, and how it could best serve those that the company was created to help in the first place.
Another interviewee was able to use an existing service that their company offered in a new way to help clients keep their own businesses thriving during the shutdown. Innovation in business typically comes from recognizing a need. As Benjamin Franklin once said, “Out of adversity comes opportunity.”
In short, a great amount of good can come from tumultuous times. If you have yourself properly prepped, you will find that you can continue to make meaningful connections with clients and co-workers remotely. You will find that your company can thrive during your tough times and come out stronger. That ideal is exemplified in the following interview with JP Holecka, who found his company suddenly working remotely twice within two years.
So, with that, let's get to work.
JP HOLECKA, CEO OF VANCOUVER POWERSHiFTER DIGITAL
Company Profile
Location: Vancouver, BC
Employees: 20
Primary Line of Business: Digital product and design studio
Primary Audience: We service product owners in enterprise-sized and scale-up-sized organizations that need to work with outside agencies to design and develop digital products and services.
About the Company
POWERSHiFTER is a digital product and service design studio that partners with leading brands and scaleups to produce digital products—applications, mobile apps, and websites—that unlock the greatest amount of value possible for your brand's digital touch-points.
For many companies, from startup to enterprise, it's hard to allocate the in-house time and talent and support the agile and iterative culture required to build the caliber of application needed. It's even harder to do it fast enough that a competitor doesn't get there first—or worse, do it better.
Our passionate team lives and breathes product design every single day; it's all we do and have been doing for more than 10 years. We have partnered with numerous companies and used design thinking processes to make the complex simple. Achieving simplicity for your digital products is never easy, but it wins the hearts, minds, and brand loyalty of your customers: 64 percent of customers are willing to pay more for your products and services when they are simple and easy to use, and 61 percent of customers are more likely to recommend your brand because it provides simpler experiences.
Summary of Primary Services Offering
We bring 11+ years of practice to help clients navigate the complexities of designing, building, and scaling the right service for their audience.
Enterprise clients work with us to augment their internal resources, taking advantage of our outside perspective and “drop-in” product expertise.
Scale-ups partner with us to validate their products and improve their user experience, making sure they're able to scale with growing needs.
Service Design Strategy and Design
Our service design experts start by talking directly to your end customers and team, conducting field studies or workshops that observe what people do—in context. After we uncover pain points and opportunities, we map them out so your entire leadership team can visualize the 360-degree perspective. The business roadmap is built collaboratively along the way because involvement early and often reduces risks and saves long-term costs.
Product Development
We build digital products that customers will pay more for and refer more often. The list of well-produced digital products your customers and employees are using is growing daily, and so are their expectations that yours will be as good as, or better than, the rest. A superior solution requires innovative and empathetic digital product design and development.
Web Design
We simplify websites to tell better brand stories and convert more often, whether starting fresh from the ground up or considering a long-overdue redesign. Does your site need to convey your brand story or convert visitors to customers? GI's primary service is providing full-service management for our association/nonprofit client organizations. Think about full-service management as the shared economy for our clients. Instead of each of our clients having their own office, staffing, office equipment, HR, finance staff, etc., we provide them with all of that, sharing those costs and resources among our clients.
How quickly did your company switch to working fully remotely?
We were ready for remote from a technical perspective. Everything we had from communications, collaboration, and storage was already in the cloud and every team member is issued a MacBook from day one. In 2018, we had to move into a new office that was under construction. We gave our notice at our old office and found out after our landlord had leased it that our new office would not be ready for over a month after we left our current space. That was our first get-remote moment, so when the [COVID-19] lockdown happened, we were more than ready on day one. That day was March 16, 2020.
How did working remotely affect your team working together?
Our team is an empathetic lot that loves to work with each other! We're very social inside and outside of office hours. So working together remotely was a challenge emotionally for everyone; some were really affected by the lockdowns. We worked hard to keep the team connected through daily all-company standups to start each day, and that helped a lot. We also invested in remote mental health programs that our team could access anytime for emotional and mental health needs. This was well received.
How did this affect your company culture?
The culture is strong in regard to being connected, empathetic, and supportive. The team has maintained all of the above very deeply, and the time invested in the years previous in that culture has really paid off. Our leadership team leaned in hard to make sure we were listening and actioning any of the new issues that might come up. I believe that also contributed to our culture being resilient. Our team really cares about one another and that matters in life.
What would you do differently?
I would have started our daily standups much sooner. We waited a month to move them from twice a week to daily. You really can get a read on everyone when you see them each and every day as a team, even virtually.
What advice would you give to a company that finds themselves suddenly working fully remotely?
Listen to your team, survey monthly, and action any of the challenges noted. Support them in new and innovative ways that they want, not that management wants. Our team did not want to do a lot of things that other agencies were posting about. Costume days on Zoom, forced games, or shlocky team events driven top down were not what would work with us. Your team will let you know how they want to adapt if you give them the opportunity, environment, and tools to do so. Go above and beyond as a leader.
Notes
1
.
https://assets.regus.com/pdfs/iwg-workplace-survey/iwg-workplace-survey-2019.pdf
2
.
https://www.wsj.com/articles/ibm-a-pioneer-of-remote-work-calls-workers-back-to-the-office-1495108802
3
.
https://www.forbes.com/sites/jennagoudreau/2013/02/25/https://www.forbes.com/sites/jennagoudreau/2013/02/25/back-to-the-stone-age-new-yahoo-ceo-marissa-mayer-bans-working-from-home/?sh=509148b01667
4
.
https://www.weforum.org/agenda/2020/06/coronavirus-covid19-remote-working-office-employees-employers/
5
.
https://news.stanford.edu/2020/03/30/productivity-pitfalls-working-home-age-covid-19/
6
.
The Artful Ask: How Arts Organizations Can Build Better Partnerships and Lifelong Sponsors
(Pimbleberry, 2019), page 75
