A Guide to Teleworking Technologies - Logicalis
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A Guide to Teleworking Technologies
Citrix:
Workplace of the Future “…work is something people do,
not a place they go. Through mobile
workstyles, work can be effortlessly
shifted across people, locations,
devices and time. It’s also a shift in
fundamental thinking.”
A new way of working
The nature of work has changed fundamentally and Organisations that are not embracing a new way of
forever and it continues to evolve rapidly. Geographic working and communicating risk not just impacting
distance and borders are increasingly irrelevant and productivity but the ability to recruit and retain the
transparent. next generation of employees.
More than 6 in 10 end users indicate flexibility As an international IT solutions and managed
is more important than extra salary, driven by services provider, Logicalis can help organisations
significant proportions in Australia, Brazil, Spain, enable a comprehensive strategy for enabling flexible
India and Mexico. (Cisco) working, including the technological framework
A third of office workers will no longer be based in that enables collaboration and communication,
a traditional office (Citrix) securely across any device.
Nine out of ten organisations plan to embrace
flexible working – 52% already have (Citrix) Logicalis in conjunction with Cisco, the worldwide
leader in IT, have produced this Guide to Teleworking
The result is that a workplace revolution is to Technologies as an introductory overview
underway. The workplace is no longer the and explanation of the role that technology plays
office. Employees are working on any device in enabling effective teleworking – one of the
and in any location and expecting the same established approaches to enabling Flexible Working.
corporate IT experience.
Logicalis
A Guide to
Teleworking Technologies
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Teleworking Overview
Telework is part of a range of flexible work practices Referred to narrowly as ‘telecommuting’ or more
that has been growing progressively within broadly as ‘anywhere working’, telework forms
organisations of all sizes and verticals globally, and an important part of flexible work practices that is
fundamentally represents an extension of how an reshaping organisational culture. In many instances,
organisation or business works today. While not these work practices are being demanded by
new in itself, but accelerating in popularity with employees and offered by employers to bring about
the consumerisation and accessibility of enabling better work-life balance for employees, to increase
technologies, telework embodies a suit of new productivity and engagement, or simply as a talent
work practices that may include part-time work, job acquisition or retention instrument.
sharing, flexible start and finishing times, compressed
working weeks, term-time work and arrangements to For employers, telework offers greater employee
work from home or other remote locations. engagement, job satisfaction and output leading to
increased productivity; greater retention of valued
Teleworking is the practice of working remotely on staff; more ability to recruit staff with desirable skills
a scheduled or regular basis while using ICT to stay and experience independent of where they live;
connected to the office. It by definition doesn’t imply reduced office costs; high floor-space utilisation;
that teleworkers must be removed on the office on a reduced carbon footprint from employee commutes,
full-time basis (teleworking is actually more effective and business continuity in the face of major weather
on a part-time basis), nor does it require that staff events and other disruptions.
work from home. Teleworkers are fundamentally
an extension of how an organisation or business
works today.
Logicalis
A Guide to
Teleworking Technologies
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‘You are not alone. Nine out of For employees, telework provides better work- To achieve the benefits of telework as part of
ten organisations plan to embrace life balance, savings in the time, stress and flexible workplace practices, telework should
flexible working. 26% of staff want cost of daily long commutes to work; greater not be treated simply as an add-on to existing
to be given the ability to work ability to combine two-income parents with work practices and management systems.
from home, and an additional family and carer responsibilities; improved Making telework a success requires the
25% of staff want to be given the health and productivity; and greater ability to development of new skills and capacities for
ability to work from anywhere, contribute to local community voluntary and leaders, managers and employees, and spans:
including home.’ cultural activities.
People: mindsets, leadership and
From a public policy perspective, telework also management; relationships and
has the interest of government as a platform collaboration; and social inclusion through
for technology adoption and economic workforce participation.
development. Research has shown that if Processes and policies: organisation
10% of Australia employees were to telework culture; information management; time and
50% of the time, the total annual gains to productivity management
the Australian economy would be around Infrastructure: physical and technological
$1.4B - $1.9B and that, by 2020-21, would
create the equivalent of an additional 25,000 Telework is a feature of tomorrow’s
full-time jobs. Social and environmental workplace and the outcome of enabling a
benefits of telework include helping reduce business for Flexible Working – using an
urban congestion and pressure on transport agile IT infrastructure to allow staff to work
infrastructure in major cities, as well as collaboratively, independent of location and
increasing employment for people presently device (visit http://www.au.logicalis.com/
disadvantaged by location, disability, age and/ flexibleworking for more background on
or carer responsibilities. this new workplace approach). Technology
has a vital role in enabling teleworkers and
providing capabilities that can compensate
for being away from an office, but at its
simplest, the requirements and tools for
enabling Teleworkers are not that dissimilar to
those required to enable staff working across
different locations, and should be considered
as part of a broader organisational worker-
enablement strategy.
Logicalis
A Guide to
Teleworking Technologies
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A Guide to
Teleworking Technologies
From a technology perspective there is no singularly The appropriate mix of technologies – whether
correct approach or solution for teleworkers. Multiple networking, communication, collaboration and
influencers exist, be they business size, role and information management – should be defined by the
function of the teleworker, how collaborative the business needs of teleworkers. In a growing number
organisation, and the anticipated frequency and of businesses however, teleworking is an attribute of
volume of teleworking. It is also a multi-dimensional the evolution of organisational culture and technology
challenge (Figure 1) that must look to: platform around flexible working, collaboration
(and video), mobility and bring-your-own-device
Employee workspaces – catering to the needs (BYOD). Irrespective, the introduction of technologies
to teleworkers when they are working remotely, in support of teleworking can be disruptive and
but also when they are in the office businesses should be mindful that technology is
Tools and Systems – the user-facing tools only part of the flexible working / telework puzzle.
provided to staff, but also the back-end systems It’s highly recommended that the expertise of an ICT
to enable teleworkers solutions provider such as Logicalis be utilised to
Staff Enablement – considering not just the help navigate the range of technology options that
enablement of teleworkers, but for all staff in being are both available and relevant, negotiate the security
able to work with teleworkers. implications of opening up business networks to
external parties, and provide guidance on how
to manage the people and cultural elements of
technology change.
‘A comprehensive flexible working
strategy generates the best results when
it encompasses three main components:
technology (the infrastructure that supports
secure enterprise mobility and collaboration);
policies and processes that mitigate risk and
the physical workspace that makes it easy for
employees to collaborate.’
Figure 1 : Planning a Teleworker technology
solution is a multidimensional problem
Logicalis
A Guide to
Teleworking Technologies
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Establishing the
Remote Workspace
Telework should not be confused with Remote These must be seamless and transparent to how
Access (the simple ability for staff to access company teleworkers need to work, must be flexible in how
networks externally). Teleworkers have a more they cater for a range of deployment situations, must
consistent and prolonged need to remain connected be accommodating of different working styles, and
and engaged with their co-workers and company inclusive in terms of allowing the teleworker to stay
systems; they need Remote Workspaces. an active part of the organisation and their team.
Consequently the infrastructure used to enable
teleworkers and their Remote Workspaces must
be simple (teleworkers cannot be expected to be IT
specialists), predictable and robust.
Figure 2 :
Key technologies for
establishing effective
Remote Workspaces
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A Guide to
Teleworking Technologies
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Remote Workspaces manifest themselves in two The key technologies required for establishing an
broad ways: effective Remote Workspace, whether it’s at home or
leveraging a Smart Work Centre are outlined in Figure
Telework home offices – an ergonomically safe 2 and include three broad elements:
and productive working environment within an
employee’s home, capable of being closed off Connectivity technologies for enablement
from household distractions. This is ordinarily a Collaboration technologies for productivity
desk in a private space, a study, but can be as and effectiveness
extravagant as a bungalow or as basic as a laptop Workplace features to provide a professional
on a kitchen table. working environment
Smart Work Centres – Also known as Digital
Work Hubs or Telework Centres, these are a new
form of urban or peri-urban infrastructure that
provide a shared space from which teleworkers,
mobile workers and small businesses can work.
They typically provide a comprehensive set of
office facilities similar to a serviced office (i.e.
work spaces, meeting rooms, office equipment,
networks and IT, kitchen etc.) but do so on a
casual rather than leased basis - essentially
‘book-on-demand’ office spaces. GPT, a large
property investment company recently acquired
a share in Liquid Space so that they can offer
real estate tenants use of ‘on-demand’ office
space for overflow or remote workers. Their
attraction, beyond facilities which would be
valuable to teleworkers who don’t have a suitable
home workspace, includes social interaction
that teleworkers may invariably miss if working
remotely much of their time, the ability for multiple
teleworkers from the same organisation to have a
common, local and convenient place to meet, and
the ability for businesses to utilise the Smart Work
Centre as a local presence.
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A Guide to
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Connectivity for Enablement
Any focus on employee productivity and efficiency Broadband Connectivity
must be supported by the right foundation; whether Teleworking doesn’t require a specific type of
it’s workforce vision, change culture, tools or broadband service; wireless (e.g. 3G, 4G, WiFi,
a combination. In the case of teleworkers, this WiMax), or fixed (Cable, DSL, NBN) are all viable
foundation includes basic connectivity; enabling given they can provide sufficient speed (Mbps).
teleworkers to reach back into their organisations Wireless connections can be problematic, sometimes
when working remotely in order to access the hampered by coverage and signal strength issues
networks, resources and information that their inside teleworker houses, and in the case of 3G data,
individual roles may rely on. not designed to carry voice or video conversations.
The predictability of ‘fixed’ broadband services, and
While connectivity from a basic networking sense is their ability to carry, data, voice and video make them
fundamental and provides the means to move data ideal for teleworkers.
and information from the office to the remote worker,
security is paramount as telework invariably require Speed
users to connect via the Internet. The challenge with Download and upload speeds are equally important
security is how to provide open and free access to teleworkers, influencing not just how fast
to authorised users, while being controlling and documents and emails can be sent or received, but
restrictive to those who are unauthorised, or are in the case of upload speeds, determining the types
determined to appear authorised. and quality of real-time collaboration that is possible.
Teleworkers must also be provided access to Broadband speeds of 1.5Mbps down and 256kbps
the applications they need to perform their roles, up (e.g. ADSL) are just suitable for teleworking
which typically requires a review of application and may struggle when trying to have a voice
delivery and end-user computing approaches to conversation or share a desktop while sending and
ensure that applications can be delivered reliability receiving files. ADSL2+ or cable services that provide
and securely outside the business. This may look in excess of 10Mbps down and 1Mbps up are well
at the portability needs of remote workers as well suited for teleworking and allow for video calling.
as their support self-sufficiency, may extend to the NBN services come into their own with promises
devices they are provided, the commercial terms in excess of 20Mbps down and 4Mbps up, making
on which these are provided and allowances made them ideally suited for all teleworker activities at once,
in the office and at home, in terms of local access including high definition video conferencing.
networks, to simply connection.
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A Guide to
Teleworking Technologies
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Figure 3 : VPN connections
Service features such as Quality of Service (QoS) Secure Access
help broadband services balance the different Connectivity alone doesn’t enable teleworkers
performance needs of voice, video and data, and to access their organisation’s information and
while preferable are by no means critical or essential resources; a means of secure passage through the
for teleworking from home. layers of IT security is necessary.
Download Limits Virtual Private Networks (VPN’s) establish a secure,
Broadband services typically impose a download authenticated and encrypted link from the teleworker,
limit (GB’s of downloads per month) before the ISP across the Internet and into a VPN Concentrator
begins to slow the speed of the connection. In the located as a gateway to their employer’s internal
teleworking context, these limits apply not just to network – a capability embedded in most business-
Internet downloads but to all data sent and received grade Network Routers (such as Cisco’s Integrated
from the teleworker’s business. 1GB per day is an Services Router – http://www.cisco.com/go/isr).
effective planning indicator for most teleworkers, Once in place, the VPN connection provides the
although those who are frequent users of high conduit through which company internal information,
definition video conferencing have been known to systems and resources such as filer access become
use up to 5GB a day. accessible.
Funding Establishing a VPN connection typically requires
There is no accepted practice for employer-funding a username and strong password that must be
of teleworker broadband services, with the matter registered with the VPN Concentrator, although
left to the discretion of an individual organisation’s stronger implementations also utilise a token (such
compensation and benefits policy. Some businesses as RSA Security’s SecureID) or similar 2-factor
operate on the premise that most of their employees authentication that follows to the principle of
have broadband already and view employer-funding ‘something you know’ and ‘something you have’.
as an unnecessary complication. Conversely, some
businesses offer reimbursement of home broadband
services (via a direct or expense-able stipend) as
a general employee benefit in support of flexible
working, and to reduce any potential negative
sentiment from proactively encouraging teleworking.
Logicalis
A Guide to
Teleworking Technologies
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Figure 4 : Appliance-based VPN connections
The most common method of VPN connection is via (including entering multiple levels of usernames and
software client, a piece of software that is installed passwords), and the ability for teleworkers to use a
on a teleworker’s computer or as a feature of more range of physical devices, including desk phones,
recent operating systems. Teleworkers simply turn as part of their telework setup. This approach also
on their computer, open the VPN client and enter in allows for enterprise-grade security to be extended
their username and password to establish the VPN to the teleworker, and for the broadband service
tunnel and become securely connected to their connecting the teleworker to be managed and
office network. optimised for communication, collaboration and
cloud-based application delivery.
A less common, but emerging approach, and
one that is preferred by larger organisations with Appliance-based teleworking is favoured by
advanced technology needs or a significant number global IT equipment manufacturer Cisco, where a
of teleworkers, is to install a networking appliance majority of employees have telework as part of their
in the teleworker’s home to initiate the VPN. These workplace arrangements and where a range of
appliances can be Small Branch Routers (such as virtual infrastructure solutions have been developed
Cisco’s Integrated Services Router – http://www. internally to serve their 25,000+ strong community
cisco.com/go/isr), or optimised Wireless Access of formal teleworkers. Learn more about Cisco’s
Points that can extend office wireless networks experiences at http://blogs.cisco.com/ciscoit/how-
outside the business using VPN technology (such as cisco-it-delivers-teleworker-services
Cisco’s OfficeExtend wireless solution – http://www.
cisco.com/go/officeextend). Not all telework enablement uses a VPN.
Organisations who use a cloud-based application
While more costly than VPN software clients, these model (where content and applications are delivered
devices make teleworker enablement a function of IT from public or private clouds – see the Applications
rather than the employee and effectively extends an section) avoid the need for VPN’s per se by using
organisation’s network into the teleworker’s home. web browsers or specialist receiver applications
There are many advantages associated with this to connect to Cloud applications. This approach
approach including full IT visibility and management allows teleworkers to remotely view, interest and
of the teleworking experience right to the employee, modify documents without requiring them to leave
the ability to extend company wired and wireless the security of their employer’s secure facilities.
networks securely into the employee’s home, the Authentication is by username and password, similar
simplicity of teleworkers not needing to do anything to VPN’s, with encryption provided by the web-
special when working from home versus the office browser or receiver application.Logicalis
A Guide to
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Applications Desktop Virtualisation
Teleworkers need to be able to apply the same work Applications and content are moved off the local
practices across traditional and Remote Workspaces, desktop and served from an enterprise data centre.
which means that they need to have a consistent set Multiple computing desktops (for each staff member
of applications available to them no matter where or teleworker) reside as virtual computing instances
they work. The challenge in enabling teleworkers is on centralised computing infrastructure, becoming
to determine the best approach for delivering the accessible to teleworkers through their web browser
required applications, ensuring that teleworkers can or a special receiver application. From a user
be supported like any other user, and managing the perspective, the instances look and act like a local
security of data used by any given application. desktop but the advantage is that the applications
are centralised for easier management, content and
While the mix of applications will vary from business data is stored in a secure data centre on not on
to business, three broad application delivery models teleworker laptops, and the desktops themselves
exist for teleworkers: can be accessed from virtually any device platform;
home computer, company notebook, tablet or
Local Desktops even smartphone. Desktop Virtualisation can be
Teleworkers are provided a notebook or similar enabled by software applications such as Citrix
personal computer on which applications and XenDesktop (http://www.citrix.com/xendesktop),
content are stored. IT administrators need to be Microsoft’s Windows Terminal Services or solutions
concerned with data protection (backups in the such as Logicalis’ Virtual Workspace (http://telework.
event of loss), data security (virus protection, hacking) au.logicalis.com/LVW).
as well as the ongoing management and support
(upgrades & patches) of remote users.
Figure 5 : Desktop Virtualisation moves content and applications into the data centre,
via multiple virtualised computing instancesLogicalis
A Guide to
Teleworking Technologies
‘Like widespread access and use of electricity,
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cloud computing is a potentially disruptive and
transformative innovation. The term ‘cloud’
refers to the fact that a user of a service no
longer needs to buy, build, install and operate
expensive computer hardware. Users simply
access computing resources as a utility via a
ubiquitously available wired or wireless network
– from the ‘cloud’.’
Department of Broadband, Communications and the Digital Economy
Cloud Services Organisations who transition their staff population
Cloud services provide a new form of consumption to Cloud services, apart from the scalability,
for businesses to deliver applications to their functionality, agility and commercial benefits, are
end users. Instead of making large investments able to provide teleworking to all staff with minimum
in dedicated software systems and computing expense. Over the next decade, IDC is predicting
infrastructure, businesses (or users) pay a monthly (or that business innovation will be based on high-value,
periodic) utility fee to a service provider who provides industry-transforming solutions and services built on
the application, the computing power behind it and a cloud platform, in what they term the second and
its ongoing management and support – effectively third “waves” of the Cloud: “solution-driven growth
a complete application outsource, or Software as of cloud services means that cloud can no longer be
a Service (SaaS). From a teleworking perspective, viewed as a standalone technology. Big Data, mobile,
and like Desktop Virtualisation, Cloud services allow and social technologies and solutions are all heavily
teleworkers to access their applications and data dependent on the cloud services delivery model: in
through a web browser, from any device of their effect, these solutions can’t exist without the cloud
choice, and anywhere with an internet connection; model as the underlying platform.”
whether in the office or out of the office.Logicalis
A Guide to
Teleworking Technologies
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Figure 6 : Samsung’s ATIV Tab is a ‘slate Figure 7: Samsung’s ATIV model Chromebook
form-factor’ Windows PC with native pen
and touch input, and keyboard and mouse
when docked
Computing Mobility computer to access physical work computer in
Mobility is an essential aspect of teleworking, in their office. This overcomes software licensing and
part because teleworkers can be expected to move most security issues but in itself can prove a clumsy
been their office and a Remote Workspace, but also approach with regular and sustained use. It requires
because teleworkers inherently develop a sense of two computers to be active, often isn’t optimised
location independence. This may see them work for extended use, and will require staff in the office
from home, from smart work centres, or from local to assist with ensuring computers are on (or leave
cafes – however they see fit for their own personal the work computer on all the time) and assisting
productivity. if physical intervention is needed in the case of a
computer or software crash.
The computing options available to teleworkers are
limited when a Local Desktop application model A broader range of options become available
is in use. Notebook PC’s in their various size and when using a Virtual Desktop or Cloud Service
performance flavours are essentially the only viable application model:
option, although the advent of PC’s in tablet form
factors – which add touch and pen-based input Notebook PC’s (employer-provided) – while not
options, such as Samsung’s ATIV Tab (http://www. precluded for use with Desktop Virtualisation or
samsung.com.au) – provide some additional utility. Cloud Services, these become more platforms for
mobility than computing, which can leave them
This model works best when the computers are being expensive under-utilised assets.
employer-provided, enabling an organisation’s Chromebooks – a relative new type of computing
Standard Operating Environment (SOE) – complete platform driven by the emergence of web-based
with licensed applications and appropriate security applications and Cloud services, these provide
controls – to be carried around by staff. Using home a notebook-style experience but with a web-
computers introduces complications with application optimised operating system (the Google-led
licensing, ensuring the right types and versions Chromium OS, based on Google’s Chrome web
of software are available to teleworking staff, and browser) instead of the more traditional Microsoft
managing the security risk from any viruses, malware Windows or Apple OSX. Cloud services allow
or other exploits that may be on the home computer. Chromebooks to have substantially reduced
computing power, which in turn makes their cost
Some smaller organisations use remote access significantly below that of a ‘normal’ notebook.
software, such as the Remote Desktop feature of
Microsoft Windows or Symantec’s PC Anyware,
to allow home based workers to use a homeLogicalis
A Guide to
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Figure 8 : A Samsung thin-client
integrated display
Personal (Home) computers; notebook or Zero clients – are exactly like thin clients but
desktop – as Desktop Virtualisation and Cloud without an embedded operating system. The
Services are accessible through web browsers or have one function only – to boot into a Citrix-style
freely downloadable receiver applications (such Receiver application that provides access to a
as that used with Citrix Virtual Desktops or Citrix Virtual Desktop session. As zero-clients avoid the
Virtual Applications), home computers can be licensing costs of an operating system, they are
used as teleworking platforms without requiring slightly cheaper again than thin clients.
the installation and licensing of business software, Tablets – with web browsers and virtual desktop
or introducing virus and malware concerns into an receivers being available for the iPad and Android
organisation’s internal network. tablets, the prospect of using standard business
Thin Clients – these are stripped-down desktop applications on tablets (or smartphones) becomes
computers that run a web-optimised operating a reality. Tablets are better suited for occasions
system like Chromium OS, or a lightweight when teleworkers are between workplaces rather
‘embedded’ version of Microsoft Windows. Like than as a main computing platform replacement,
Chromebooks, thin clients rely on Cloud services but with tablets having more computing power
or Desktop Virtualisation to provide most of than thin clients, and the ever-growing accessories
the computing effort, reducing their required market introducing external monitor, keyboard and
computing power and therefore their cost. While mouse options for some tablet models, this time
not in themselves mobile, a teleworker could move won’t be far off (see http://telework.au.logicalis.
between thin clients at their office and a thin client com/labs).
provided as part of their remote workspace with,
in the case of Desktop Virtualisation, their desktop
instance remaining active in the background as
they log out from one terminal and in from another.Logicalis
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‘An increasingly informed, Funding pushing the responsibility for purchase and
opinionated and assertive user now The accepted practice of employers providing upkeep onto the employee? While at the
exists in Australian workforces; computers to their staff as business tools discretion of each independent business,
one who is passionate about extends to teleworking. In the case of the common recommendation is for
technology and has entrenched notebook PC’s, it’s the same device used teleworking policies to define the standard
preferences and expectations. for in the office and the Remote Workspace, computing model for all employees: teleworker
They use technology extensively although with the adoption of Cloud Services or otherwise (preferably this computing model
in their personal lives and if or Desktop Virtualisation, employers could would provide for employee mobility and
consumerisation of the workplace provide a teleworker with a thin client for their workplace flexibility). Any deviation from
is too slow, they will invest in Bring home and the office and still have change left this policy would be considered BYOD, and
Your Own Devices (BYOD).’ from the cost of a notebook. fall under the relevant BYOD policy and IT
control measures.
The emergence of Bring Your Own Device
(BYOD) as an alternative to the Corporate Some organisations also operate under
Owned, Private Enabled (COPE) model above the belief that allowing their staff to BYOD
leads to some confusion when it comes to introduces a security risk. BYOD, left
teleworkers. A BYOD situation creates itself unchecked, can be a source of security
when an employee elects to bring a device concern but widely proven approaches exist
into the workplace that is an alternative to the from technology, policy and management
corporate standard (e.g. An Apple MacBook perspectives to manage these effectively.
Air, when the standard laptop may be a BYOD for example, coupled with Desktop
Samsung Series 3), or is supplemental (e.g. Virtualisation, Mobile Device Management
an iPad for business use, when tablets aren’t software and Network Admission Control
a standard issue device). Some organisations technologies (see Figure 9) allows
go as far as paying staff a stipend for the organisations to set security policies and
projected cost of the company-funded controls on BYOD devices (e.g. passwords,
standard device to allow them to purchase version numbers). These are then validated
one of their own preference. by the network prior to allowing connection
to the business (Network Admission Control
In the teleworker context, some employers security posture assessments), with Desktop
question whether technology in the office Virtualisation managing the delivery of
should be their responsibility and computing applications and content. More insight
in the home offices that of the employee via a into BYOD and its management within the
BYOD model; therefore business can be found at http://telework.
au.logicalis.com/BYOD.
Office WiFi
Figure 9 : BYOD security modelLogicalis
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Teleworking Technologies
14
A Mobile Computing approach needs to be Activity-Based Working
supported by an easy way for teleworkers to connect Office WiFi has an import role to play not only in the
when they move between workspaces and offices. support of teleworking in the traditional workplace,
Office wireless networks (WiFi) provide this flexibility but also workplace evolution. Office spaces are
by allowing visiting staff to easily connect to the starting to evolve in layout and design to be based on
office network from anywhere they can open their activity rather than location, and to allow staff in the
computer. When provided as part of a Remote office to easily collaborate with those that are remote.
Workspace, WiFi provides the same flexibility for The longer-term trend is towards Activity-Based
teleworkers in their home and avoids the needs for Working (ABW), characterised by a dynamic and
cables (which themselves may be a workplace safety stimulating environment offering a range of functional
issue if not appropriately implemented). spaces and settings aligned to the tasks individuals
and groups undertake.
WiFi networks are constructed using Access Points
and Controllers, with multiple Access Points used ABW workplaces are mobile offices enabled by
in office networks to meet user-density, coverage technology. Staff can choose to work in a high-walled
and throughput (performance) requirements. A ‘cubbie’, a quiet library space or to connect with their
single Access Point is usually all that is required for team in a meeting room of café area, with full access
a Remote Workspace. There are several different to email, Internet and phone, all enabled by office WiFi.
WiFi types, with a different level for performance
– older 802.11a/g (found in smartphones, tablets Learn more about Activity-Based Working at
and older laptops) can provide speeds up to http://telework.au.logicalis.com/ABW.
54Mbps, 802.11n (newer computers) can provide
speeds up to 600Mbps and the newly released
802.11ac provides up to 1Gbps. WiFi standards are
generally compatible with each other, so an 802.11ac
standard network can still connect older (slower)
devices, with throughput shared across all devices
that connect to an Access Point. Security is most
commonly managed by WiFi Protected Access
(WPA2), a collection of authorisation and encryption
technologies that in some ways can make WiFi
networks more secure than wired networks.Logicalis
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Collaboration for
Productivity & Effectiveness
Providing platforms for collaboration between staff ‘The productivity, satisfaction and wellbeing
is a telework must-have. According to research of teleworkers relies on a broad collaboration
undertaken by the Institute for a Broadband Enabled strategy that provides for messaging,
Society (IBES) at the University of Melbourne, application, phone and video interaction while
productivity gains from telework are closely linked providing an intrinsic awareness of the activities,
to the availability and use of adequate technology to movements and achievements of co-workers.’
enable and support telework, and enable employees
to work seamlessly from virtually anywhere.
Not only does a well-planned and executed
collaboration capability support organisation
productivity and effectiveness, it can underpin
teleworker engagement and the ability to extend
the social culture of an organisation into Remote
Workspaces.
Figure 10 : Collaboration is critical for teleworker engagementLogicalis
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In a traditional working arrangement (Figure 10), It’s important to keep in mind that collaboration is a
staff may have team members and co-workers in cross-organisation capability that needs to be applied
other office locations, but it’s the team members to the teleworker and extended to everyone in his
and co-workers in the same office that help create a or her community of interest. Some collaboration
sense of belonging and community, and contribute to technologies can be introduced via the teleworker
overall employee engagement with the organisation. and extended to office-bound co-workers on a
Teleworkers if left unchecked can become isolated per session basis (see Web Conferences). Others
from their team members and co-workers for (see Presence, Messaging, Video) require whole of
anything other direct job-related interactions. business enablement as a parallel project to telework
All contact with organisation culture and the social enablement. Others (see Social & Knowledge Tools)
workplace, and ongoing employee engagement, can be on a per community basis, but again as
becomes dependent on the broadband link back enablement project beyond teleworking.
in the business and the collaboration and social
interaction and collaboration options available over it.
Figure 11 : The right scale and approach must be taken to tool selection and
organisation enablementLogicalis
A Guide to
Teleworking Technologies
17
Voice & Conferencing Cost – the ability to make ‘internal calls’ is
Phone conversations are the staple of the teleworker, lost, wither every call incurring a charge for the
and it’s important to ensure that not only teleworkers teleworker. The teleworker also loses access to
can make calls from their Remote Workspace, but least-cost routing of the business’s phone system,
that co-workers, customers and suppliers can easily incurring further charges for long distance and
contact them. international conversations (without access to
the buying power of the business to drive down
Leveraging the home phone is a basic starting tariffs). Cost recovery (reimbursement) is also
point but has complications which result in it difficult, requiring the teleworker to separate
being ineffective: personal expenses from business on their phone
bills. Installing a second address the later, but
Calling Line ID – the feature that displays your introduces additional line rental costs.
number to people you call. This may mean Contactability – a home line means that the
that teleworkers are presenting their private, teleworker has a different contact number
‘afterhours’ number to contacts, with obvious that must be used if they are to be reached.
privacy concerns and issues with returned This either needs to be published (resulting in
business calls being made to an employee’s questions of ‘which number is x on today?’ and
home phone. requiring contacts to commit to more effort
Features - home phones can’t access common to reach the teleworker), or be call forwarded
features of the office phone system, such as the to from an office phone (complications in
dial-plan (limiting the ability for short-number remembering to activate, and generating
extension-to-extension dialling), conferencing or additional business expense from call forward
various group options such as hunt groups and charges). A work-around is for teleworkers to
group pick-up. The loss of these may be more monitor their voicemail regularly but this is neither
critical in medium or large organisations. productive nor efficient for the teleworker or the
individuals trying to contact them who lose the
opportunity for an immediate response.Logicalis
A Guide to
Teleworking Technologies
18
Hot Desks or Touch-Down Stations Mobile phones provide an alternative, Phone services are portable and can be
are an approach to real estate particularly if they are already provided to logged into like computers. Teleworkers
optimisation where dedicated teleworkers as a business tool. Many home can have their own dedicated phone in
desks are removed in favour of line issues can be solved with mobiles, their Remote Workspace, but log into
shared spaces that staff casually particularly since the idea of having two a shared phone provided as part of a
use when they are in the office. contact points (an office / desk and mobile) Hot Desk or Touch-Down Station when
They are commonly used in offices is ingrained in Australian business culture. visiting the office. This personalises the hot
to maximise desk space when Access to features and cost remain issues, desk phone for the teleworker, including
normal operations may see 20- although the later can be addressed through assigning it their phone number, features,
30% of staff out of the office at any service provider fleet plans. quick-dials and other preferences and
given time, but are equally useful settings. Vendors such as Cisco refer to
for providing desks for teleworkers Modern business phone systems use VoIP this as Extension Mobility.
who periodically visit an office. (Voice over IP) or IP Telephony technology Access to business features – as an
Simulations conducted by Logicalis that can transport voice calls over data extension of the business phone system,
indicate that an organization that networks. With a broadband connection in all the conferencing, directories, dial-plan,
enables 50% of its staff to telework place to teleworkers, businesses with these least-cost routing features made available
2-3 days a week can use Hot systems are able to extend office phones into to traditional office users are immediately
Desks to achieve a 38% reduction the homes of their teleworkers with obvious available to the teleworker, including the
in floor space. benefits: more advanced Unified Communications
features (explained later).
The Remote Workspace number is
the Office Number – calls delivered to
the office phone system can be answered
by the teleworker, and calls made by
the teleworker are made using the office
number. Multiple phones can share the
same number, so when the office
phone rings, so does the Remote
Workspace phone.Logicalis
A Guide to
Teleworking Technologies
‘Informal polling of Cisco employees
who telework using Cisco’s Virtual
19
Office solution indicate a high
propensity for hard phone use,
even though it is an option and an
additional departmental expense.’
Cisco
There are several options to providing voice and Hard phones
conferencing services to teleworkers: Hard phones (or desk phones) are ideal for
teleworkers who prefer a physical device whether
Soft Phones out of tradition, habit, for access to features such
These are phone applications installed on teleworker as video calling and quality hands free, or to make
computers that, with the aid of a headset, allow the voice communications independent from their
computer to be used as a business phone extension. computing. Apart from the cost of providing hard
Their advantage is they are highly portable, low cost, phones to teleworkers, these come with the added
and can be used by teleworkers using software-based complication of needing to be connected into
VPN’s; their disadvantage is the loss of a physical a home network. Basic phone models must be
handset that can be unnerving for some, and their connected by a network cable, meaning they must
dependence on the computer. Nearly all major phone be used somewhere in the vicinity of a broadband
system vendors provide softphone options. modem or wired network port. Higher-end models
have wireless link options that simplify connectivity
dramatically, or may be wireless handsets
themselves. As end-points to a business phone
system, typically some level of IT involvement is
required to activate teleworker phones once they are
connected. Deploying Remote Workspaces using a
network appliance model simplifies this, but is not
a pre-requisite. The unbridled advantage of using
hard phones in Remote Workspaces is their utility;
higher end phones such as those from Cisco can be
used also as video conferencing terminals, and as a
thin-client computing platform – with monitors and
keyboards connecting directing into the phone and
displaying Virtual Desktop sessions.
Figure 12 : Cisco IP PhoneLogicalis
A Guide to
Teleworking Technologies
20
Figure 13 : Cisco’s Webex provides desktop video conferencing
combined with web conferencing
Cloud Services Video conferencing has come of age over
‘The verbal component of a
face-to-face conversation is Teleworkers can also make use of free Cloud the last several years, and with the reduction
less than 35% and that over services such as Skype or GoogleTalk to in the cost of network bandwidth and the
65% of communication is provide voice connectivity. These are a peer- introduction of high definition technologies, it
done non-verbally.’ to-peer system of sorts that, once installed on has reached a point where it has specific and
a user’s computer, allows communication by high value to offer to communication and is
Pease, A., & Pease, B. voice, video and text over the Internet. Calls to just not a tool for the international corporate
(2004) other users within the service are free (but they boardroom.
must be also running the same application)
but calls to landlines and mobiles are charged There are different approaches and levels
via a debit-based account system. While free, of video solution that can be used with
these services have questionable security teleworkers:
and suffer the same issues identified for
home phone line use. They provide an easy Desktop
teleworker solution for small businesses but These are software applications, either
are not generally used by medium or large standalone or integrated with a telephony
organisations. (soft phone) function as part of a Unified
Communications solution that can run on a
Video Conferencing computer, tablet or smartphone. They make
The adage that human communication is 7% use of in-built cameras, or external webcams
attributed to the words used, 38% the tone when a better quality and positioned camera
and 55% to the visual cues (Albert Mehabrian, is required. Desktop video is the most cost
1971 in Silent Messages) describes the effective entry point for video conferencing
influences of whether a person is liked when but also offers the lowest quality of overall
delivering a message. While not directly experience, with screen position and size,
attributable to how people communicate, lighting and camera type all influencing the
it provides a powerful indicator that outcome. Common business telephony
communication is vocal, voice and visual. In system solutions include Cisco Jabber,
particular it captures that importance of face- Cisco Jabber Video (Cisco’s dedicated video
to-face communication, and the role of video conferencing client). Cloud services such
technologies when co-workers, suppliers or as Microsoft’s Skype provide free video
customers can’t be in the same room. calling amongst users, and applications
such as Cisco’s Webex (www.webex.com)
provide a powerful video solution as part of a
comprehensive Virtual Meeting solution.Logicalis
A Guide to
Teleworking Technologies
21
Personal Multi-Purpose Rooms
Personal systems are also designed for the desktop Room-based video conferencing systems aren’t
but provide a more engineered, controlled and necessarily for teleworkers, but form part of an
refined experience, albeit at a cost. Videophones, organisation’s ability for staff in a traditional office to
such as Cisco’s DX650 Desktop Collaboration collaborate with other offices, and with video-enabled
Handset (www.cisco.com) provide an always-on teleworkers. These are large-screen systems with
high definition video calling capability that frees up a cameras that look out over groups of attendees sitting
teleworker’s computer to be used freely during video around a meeting room table. Multiple rooms or
calls. Personal TelePresence systems, such as Cisco participants can join the one meeting and share video
TelePresence EX90, also provide an always-on high as well as the display from connected computers.
definition video capability but do it using a much More advanced derivations (see http://telework.
larger screen that mimics a face-to-face conversation au.logicalis.com/labs) add the ability for mobile
(hence the phrase Tele-Presence). These systems users to join from tablets, for Virtual Workspaces
include added benefits of being able to be used to be integrated as part of a video conference,
as an external computer monitor while including a for participants to wirelessly share content from
document camera. Personal TelePresence systems computers and tablets using features such as Apple’s
are ideal for regular teleworkers who are highly AirPlay, and have the potential for a single virtual
collaborative or traditionally find themselves in many whiteboard to exist across all meeting participants.
face-to-face meetings (e.g. managers of distributed
teams).
Figure 14 : Personal video solutions - Cisco DX650 phone (left) and TelePresence EX90
Figure 15 : Room-based Video Conferencing systemLogicalis
A Guide to
Teleworking Technologies
22
Figure 16 : A Cisco Immersive TelePresence room
Immersive Rooms It follows then that interoperability is necessary
Like multi-purpose rooms, these are beyond between Desktop, Personal and Immersive
the needs of the typical Teleworker. Immersive approaches, and between staff working in
TelePresence represent the upper echelon of video traditional offices, teleworkers working from Remote
technology, offering life-sized images, special lighting Workspaces and even staff who are mobile in the
and audio that all designed to replicate a face-to-face field. The ability to conference into other organisations
meeting as much as possible, including tables that is also an advantage, and while industry standards
give the illusion of being extended through the video are working towards making this a common
conference. They aim to make the video conference capability, varying implementation approaches,
as transparent as possible by tricking the sub- security models and configuration schemes make
conscious into thinking that the parties are sitting in this a challenge for basic video calling, let alone
the same room, and across a table from each other. more demanding video conferencing.
Immersive TelePresence systems have found their
way into the homes of senior corporate executives Businesses should also not underestimate the strain
or bureaucrats who rely on teleworking to manage that video conferencing can place of networks. There
work-life balance around the demands of extended are the natural bandwidth implications to consider
work days, or find themselves meeting managers, across both local- and wide-area networks (a high
peers or staff across multiple time zones in early definition video conference images can require as
mornings and late evenings. much as 15Mbps on a shared network), as well
as specific infrastructure requirements to enable
Enabling teleworkers with video is an import conferencing (video switches, scheduling systems,
contribution to their potential productivity but it conference bridges) and intercompany connectivity
must be kept in mind that video conferencing is (gateways, transcoders).
a two-or-more-way exchange, and that providing
teleworkers with video is pointless unless those they Presence
are expected to collaborate with are also enabled. Members of teams distributed across different
A video investment strategy across the organisation locations lose visibility of each other’s movements,
that includes rooms, private breakouts and eventually activities and availability once they lose the ability to
desktops is just as important as enabling teleworkers. see each other’s desks. So too do teleworkers when
they remove themselves from a traditional workplace
and start working remotely.Logicalis
A Guide to
Teleworking Technologies
23
Figure 17 : Overview of Unified Communications
Unified Communications be more participative and collaborative, that email
Unified Communications (UC), as a direction of the IT and phone calls are no longer sufficient, and that
industry, has worked to address this with a collection communication needs to expand to include broader,
of tools and capabilities built around the convergence richer interactions. More explanation of UC, its
of telephony, computing and networking. It aims benefits, and its application to your organisation can
to integrate a suite of communications capabilities be found at http://telework.au.logicalis.com/UC.
– including voice, e-mail, instant messaging and
presence; web and video conferencing; and social
media capabilities – and give users a single interface
from which to access them. Unified Communications
is recognition that the way we work is changing toLogicalis
A Guide to
Teleworking Technologies
24
Presence is Key Presence draws its data from a range of
Presence is a status indicator that conveys to manual and automatic inputs such as activity
co-workers a willingness and ability to timers, calendars, and registered phones. It
communicate. It is provided in two parts: enables a user (e.g. a teleworker to their peers,
or peers to teleworkers) through a single
A Presence service – either as part of interface to check the availability of people
a business’ Unified Communications they follow in different locations, reporting
infrastructure, such as Cisco Unified various states such as “available”, “busy”,
Communications Manager (CUCM) or “away”, “on the phone”, “in a meeting” or “do
as a free online service from Skype, not disturb”, as well as custom messages
Google, Yahoo! which may suit smaller that users may use to broadcast other rich
organisations information (see Figure 18).
A client – interacts with the Presence
service and displays the status of While provided through dedicated clients,
users being followed. Each Presence presence information is also finding itself
Figure 18: Cisco’s Jabber service usually has its own client; integrated across computing environments.
Unified Communications client, Cisco Jabber, Skype, GoogleTalk or Common examples include being added
featuring presence information Yahoo! Messenger, although there are a against user addresses in emails and in
multitude of application alternatives that documents and against author details
provide different user interfaces or aim to in document management systems like
consolidate multiple services into one view. Microsoft’s Sharepoint. With this integration
into various business applications and
process workflow tools, users can be alerted
to each other’s availability before ‘click-to-
dial’ing or determining a more appropriate
method of contact.Logicalis
A Guide to
Teleworking Technologies
25
Messaging IM is tightly linked to Presence and in most
Messaging is part of the Unified Communications incarnations is provided as a feature of the same
capability-set and a valuable contributor to a applications (Figure 17). The services that provide
teleworker’s collaborative potential. instant messaging are either internal – as part of a
UC implementation – and keep IM chatter inside the
Email secure perimeter of the business, or are external
Email is a given considering its capacity as a major and somewhat insecurely transmit messages
conduit of messages, communication and files between users. Public and Private IM networks
between an office and teleworkers. External email can be federated to allow communication between
services need to be extended to teleworkers without companies and user groups. IM can also involve non-
complication, whether done so via VPN only or by text exchanges including the exchange of files and
enabling external access for email clients through the transmission of images.
features such as Microsoft Outlook’s Web Access.
A profound impact is often felt by businesses that
Unified Messaging deploy presence and instant messaging. It alters
A common enhancement to voicemail, unified the way in which conversations are started and how
messaging delivers voicemail messages to a information is shared. Most conversations seemingly
teleworker’s email inbox, usually as a message with start with a Presence check following by an IM
an audio file attachment, or via playback through a exchange; and often don’t need to progress to a
Unified Communications client. Unified Messaging phone call or more formal email. The multitasking
is ideal for teleworkers not equipped with a phone value of IM becomes quite obvious when an
extension in their Remote Workspace (perhaps employee is on the phone.
working off their mobile phone). Rather than
periodically checking for messages manually, For teleworkers IM provides the important ability to
Unified Messaging allows the teleworker to see have short-informal conversations with colleagues
voicemail messages as they are left. without having to resort to a phone call or drafting an
email. Like Presence however, IM needs to be part of
Instant Messaging a whole-of-organisation enablement program to be
Instant Messaging (IM) provides an online chat truly useful.
capability to teleworkers that transmits text in real-
time. Having been designed around conversations of
short messages between parties, and accepted to
have a style that is relatively informal like mobile text
messaging, it is considered faster than email and is
often extensively used by teleworkers.You can also read
