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Your Support Infrastructure

The Support Infrastructure for Remote workers

In many ways, corporate teleworkers are trailblazers and could be defined as having that “pioneer spirit”.  They are independent, adventurous and, to a large degree, self sufficient.  Pilot programs, which are typically volunteer only, tends to attract this personality type. Though employees like these can manage a lot, they still need on-going corporate support to help the program succeed.

While the support team will differ from company to company, the specialized knowledge of these departments can facilitate the design of a successful support infrastructure:


Information Technology (IT)

Human Resources


Learning and Development / Training

Risk Management

Facility Management/ Real Estate

Information Security



Most obvious is the technical support. Remote workers may have a variety of different issues than the ones employees encounter in the office. But you must look at the big picture. Creating a telework program also creates a sub-culture of workers whose needs, issues and protocols require a unique and dedicated resource structure. Things you may want to consider to assist your “pioneers” are:

  • A teleworker help desk and dedicated phone line
  • A special IT group trained and focused solely on the teleworkers
  • A buddy program (an internal person and an external person)
  • An internet resource center for on-line assistance and FAQ’s
  • Monthly webcast meetings and quarterly face to face meetings for  the group
  • Social networking “groups” and use of social teleworkers interaction
  • Scheduled review and maintenance of the program
  • A best practices blog or posting site for sharing of ideas