Churchill says that at Mobi, one of the third biggest drains on IT support came from repetitive questions on company policies from employees. In fact, after analyzing their help desk data, they determined that the help desk representatives spent an average of 7,363 minutes per year just answering questions around mobile policies alone.
According to Churchill, there is a simple fix -- businesses need to take the time to establish solid guidelines around mobile policies that will answer the most commonly asked employee questions and educate workers during onboarding. It's also about holding employees accountable to self-educate themselves around their company's policies.
But Churchill does note that employees are typically not interested in finding handbooks or instructions, when they can just shoot off a quick email instead. Present them with the most vital information in your mobile policies, such as which apps they can or can't download, or what the company's policies are about accessing corporate data on personal devices. Keep it to information that is only relevant to those employees -- rather than a broad, general overview, she says.
Hamilton suggests going as far as to "interview" workers on the most vital information in your company policies, whether digitally or in-person. "When interviews are coupled with integrations to systems controlling access to IT resources such as hardware and software, these types of policy-based interviews can be automated to help ensure compliance," he says.