SMB Networks / Managing Remote Users /

New telemanagers better learn fast

By Jeff Zbar
Net.Worker, 11/12/01

Talk about a trial by fire. Not only had Julie Gerdeman never managed teleworkers prior to Sept. 11, she'd never teleworked, either. Worse, none of her 30-person staff had ever teleworked, either.

So when American Express bumped Gerdeman's team from their 40 Wall Street offices to make room for headquarters staff previously housed in the World Financial Center, she had to think fast and learn fast. As a manager, she was worried about how her team would deal with being separated and isolated, and how they would communicate and ultimately perform.

Gerdeman wasn't shy about asking for help. She tapped experienced teleworkers within the company, as well as senior leadership who have participated in the company's work-at-home programs. They recommended a three-step approach: first, reach out to team members to answer questions and quell concerns; next, create a support network among the team and other teleworkers in American Express; third, they advised Gerdeman to "over-communicate" with the team.

Armed with new insight and information, Gerdeman set to work transitioning her in-office team to a virtual one. She initiated a buddy system, teaming her first-time teleworkers with employees in the Corporate Services Group who had some telework experience. Gerdeman encouraged her virtual rookies to reach out with questions and for the experts to offer up insights without being asked.

A week after they began teleworking, the team met for lunch to compare notes and share experiences. Since, they meet for a weekly conference call to discuss business as well as the transition to telework. Gerdeman invites seasoned teleworkers to provide insight and advice on finding balance between professional and personal life. She's also taking a strong lead by encouraging team members to set up their own work styles and schedules, and to share funny tales or home office insights - like finding the right room, furniture or work schedule. Sharing this information lends valuable insight into each other's schedules and work patterns, she says.

Gerdeman reinforces team building by gathering her group together for monthly team meetings and is planning a team charity event for the holidays. "People have reached out to each other," she says. "Some positives have come out of this."

Jeff Zbar is an author and speaker on telework, free agency, and small or home office (SOHO) issues. His books include Safe@Home: Seven Keys to Home Office Security (FirstPublish, 2001) and Your Profitable Home Business Made E-Z (Made E-Z Products, 2000). Jeff works from home in Ft. Lauderdale, Fla. Questions or comments? Write him at Jeff@goinsoho.com.