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Transportation: Telecommuting
Gil Gordon
Telecommuting Consultant, Gil Gordon Associates
Monday, October 27, 2003; Noon ET
"Telecommuting is about moving the work to the workers instead of moving the workers to the workplace, so we're transporting information instead of people," said Gil Gordon, a telecommuting consultant for employers and board member of the International Telework Association and Council (ITAC), non-profit organization dedicated to advancing the growth and success of work independent of location, in an interview with washingtonpost.com.
How many people actually telecommute? How many employers allow it? What effect does it have on traffic and transportation?
Gordon was online Monday, Oct. 27 at Noon ET to discuss the effects of telecommuting on the employee, the employer and traffic and transportation.
A transcript follows.
Editor's Note: washingtonpost.com moderators retain editorial control
over Live Online discussions and choose the most relevant questions for guests and hosts; guests and hosts can decline to answer questions.
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Arlington, Va.:
I am very interested in the telework option and I think I'm a good candidate. I prefer a quiet office, am very well organized and self-motivated. I also have excellent computer skills. Alas, my employer won't go for this option. How do I find an employer who will?
Gil Gordon: Don't be so quick to rule out your current employer. Try the following: see if you can get your boss to agree to let you try it one day a week for a month. If so, you may be able to convert him/her. If not, then you need to start looking. Keep in mind that few employers hire teleworkers from the outside; most choose from among curent workers. Check recent news articles citing employers with telework programs for starters.
Good luck!
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Ellicott City, Md. 21043:
Can you tell us which federal agencies are most open to telecommuting workforces?
Are any state governments in the Maryland-D.C.-Virginia area friendly to this concept?
Thank you!
Gil Gordon: In general the larger the agency the better the odds, but that's not always true. There are pockets of telework in many agencies. Check www.telework.gov for more info.
Both MD and VA state govts have become pretty telework-friendly, but as with the Feds, it comes down to the decisions and environment in each individual agency, and often each individual department...
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Washington, D.C.:
I am a federal employee and telecommuting is not currently offered at my agency, the BEP. Although everyone at my agency would not be able to participate due to the technical aspects of our operation, many GS employees could. I would switch agencies if I knew of another agency that allowed telecommuting. With the cost of living being so expensive in the D.C. area, I have to move further out in order to find affordable housing. By having to spend 2-3 hours in taffic every day, I don't have time to enjoy my home or family and I am exhausted all the time from traffic stress. I wonder why OPM doesn't just list the available telecommuting posistions throughout the government?
Gil Gordon: The reason OPM doesn't list those positions is that there really isn't any such thing as a position that is definitely a telecommuting/telework opening. The determination is based on a combination of the nature of the work and the nature of the person who wants to telework - as well as the overall sentiment toward telework in the agency.
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Richmond, Va.:
Can you give examples of the best government implemented telework programs that you've seen and tell us why they have worked?
Gil Gordon: I don't claim to have full knowledge of all the programs, but Dept of Justice, IRS, and GSA come to mind, and there are many others. Good programs meet these criteria: they are business solutions to business problems, they involve careful selection of both the jobs and the employees, they make appropriate use of technology, and they are rarely a full-time (5 day/week) arrangement.
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Washington, D.C.:
How can you convince a reluctant employer of the many benefits of telecommuting? I work for an association where we are allowed to telecommute one day per week. Still, managers are frosty about it and act like those who take advantage of the policy are somehow getting away with something. In my opinion, it impacts our turnover rate. People want to work for companies that are more forward-thinking about this. When we interview potential employees, they are turned off by our restrictive telecommuting policies. What to do?
Gil Gordon: This is, unfortunately, a common situation. You have to think of it in terms of what's in it for the MANAGER, not the employee. Stress and make more visible the consequences and costs of the turnover ... the consequences of having jobs open ... and so on.
If you have one day/week going now, try to get approval to have a few of the currently successful telecommuters increase to two days a week for only one month. Assuming nothing terrible happens, those managers may find that their worst fears aren't realized and it can in fact be expanded.
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Washington, D.C.:
As someone who used to telecommute myself and now works with several people who telecommute, I think one of the keys to making it work is to bend over backwards to remain in the loop and accessible. You need to make sure no one else is inconvenienced by the arrangement--that means checking and responding to e-mail and voicemail promptly (even more promptly than when you were in the office, since no one can reach you just by walking down the hall), be extra communicative, etc. Otherwise your colleagues will definitely start resenting the arrangement.
Gil Gordon: I couldn't agree more. While some might feel that it's an unfair burden for telecommuters to have to go that extra mile, I think it's worth it - especially in the beginning when some of your coworkers might be extremely skeptical. Once they see that you aren't going home to watch TV all day, and are willing to carry your share of the workload, their skepticism should diminish. But - your need to be proactive with communications should not...
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Virginia:
Thank you for doing this chat. I occasionally telework when I have doctor's appointments or a school event for my children, and my employee is fine with that. Last year I asked if I could telework 3 days per week on a regular basis. Although initially reluctant, the head of my company agreed. Now, though, our company has hit tough times, and I'm afraid to work at home when there's not a lot of work to do. It seems that if I'm slow on work, I'd better at least be seen in the office for my 40 hours. Any sense of how the economic downturn has affected teleworking?
Gil Gordon: My pleasure ...
Lots of people are finding they are trimming back on their telework schedule for the reason you note. I don't know that it's necessarily logical, but in this job environment not much seems to be logical. Contrary to a front-page story in last week's USA TODAY, I do not see that telework (and other flex work arrangemnts) have been abandoned en masse. If they have, it is primarily by the dumb, shortsighted employers. I have a commentary on this on my Web site in the 'Telecommuting Review" page.
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Great Falls, Va.:
Have there been any studies done on the productivity of telecommuters vs. in-office workers, or productivity prior to and during telecommunting?
How would companies deal with a significant drop in productivity?
Have companies continued with their telecommuting programs despite significant drops in productivity?
Gil Gordon: I'll give a short answer but I have a longer one on my site - go to "Free Downloads" page and look for the paper titled "The Last Word on Productivity."
A few points:
- We use the word "productivity" as if we know what it means and how to measure it for white collar workers - not so.
- In general, I can say that in over 20 years of working in this field, the worst cases I've seen are break-evens (in well-managed telework programs) - that is, people are doing as much work, as well, as they had in the office.
- I don't feel it is at all likely or certain that productivity (however you measure it) drops with telecommuting. If it does, it is almost always a result of poor implementation, e.g., wrong jobs and/or wrong people selected, inadequate technology, people out of the office too much, etc.
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Gil Gordon: Here's something for you all to consider: the same managers who are worried about the loss of productivity of teleworkers who are at home 1-3 days a week, for example, don't give a second thought to the loss of productivity and effectiveness that results from a stressful, long commute. While many office workers are sitting on the Beltway or crammed into a Metro car, it is often their telecommuting peers who are at home working at full capacity!
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Washington, D.C.:
I telecommute an average of a day a week. (We have no policy -- that's just the nature of our company -- we're relatively small, we're in the IT industry, people travel a lot, as long as you get your work done nobody cares).
The interesting thing is that the hours stretch out when I do it. At 7:30, when I'd be hopping in the car to go to work, I'm turning on the laptop. At 5:30 or 6, when I'd be thinking, gotta get out of here, cat to feed, dinner to start, etc., I just do those things and then go back to my home office to catch up on e-mail for half an hour to an hour.
Gil Gordon: Excellent point. This whole topic of the way the boundaries between work and the rest of our life begin to blur is a hot one today, and applies to many work situations other than telework. (In fact, I'll immodestly point you to the site for my most recent book TURN IT OFF for more info).
Anyone who's been telecommuting for a while will tell you that it takes some time to figure out those boundaries, and to make sure that telework doesn't become, as some people fear, " the workaholic's dream."
Being close to your work with telecommuting is great, but not when you no longer have that sense of being able to physically and mentally leave your work behind.
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Silver Spring, Md.:
My company has supported telecommuting for several years. Unfortunately, it's being abused by many employees -- they are unreachable on their telecommuting days, don't call in for necessary meetings, seem to be using it as a substitute for childcare, etc..
These bad apples are ruining it for the employees that do telecommute honestly. How do we whistle blow on the ones abusing the system without making management think the whole concept is bad?
Gil Gordon: Thanks for mentioning this. I am always amazed when I hear things like this because the true culprits aren't really those bad apple telecommuters, but their managers. Imagine if we were talking about something like excessive absences or lateness, or lousy work quality. Managers wouldn't be likely to tolerate those forms of inadequate performance, so why do they tolerate this stuff from those telecommuters?
I think you need to bring these problems to the attention of your management - with an emphasis on the effect they have on your ability to do your work, on customer service, etc. - so it doesn't sound like sour grapes.
Managers who fail to hold their people accountable - in any situation - are guilty of managerial malpractice in my view. It really makes me angry (as you can probably tell).
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Rockville, Md.:
So, will telework ever live up to its potential to reduce traffic congestion, improve air quality, and provide a better quality of life? Makes so much sense but there's still so much resistance.
Gil Gordon: Well, to be honest, I'm not sure just how much we can expect telework to do to cure traffic and pollution problems. You'd have to take SO many cars off the road before noticing any difference, and that sort of flies in the face of the notion that telework is best for certain jobs and certain people. Plus, there are some transportation experts who feel that in a congested commuting city like DC, there is what's called "latent demand" - that is, if 5% of drivrs stop driving and opt to telework instead, their cars will quickly be replaced by those of others who are now taking the Metro. That's not an assertion, just speculation.
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Cleveland, Ohio:
Apart from companies giving you a laptop/desktop for use at home, what small companies do you know that support Telecommuters with Computer Network or Internet Connectivity problems?
How do you think IT security can be better improved in this case?
Gil Gordon: I dont really keep a directory of small (or large) companies with telework programs so I can't help with that question. In general, there IS an increased need for support for remote workers - but this is not just for telecommuters. The more mobile the workforce is becoming (think of all the people toting around laptops to meetings, on planes, working in hotel rooms, at client sites, etc.) the more that need for remote support exists overall.
Security is definitely a consideration. From what I see, we have plenty of excellent security solutions (though nothing is completely hacker-proof). But the problem is that high security requires high managerial effort and investment of time/oversight. The problem isn't with the lack of a technical solution, but with the lack of commitment to implement those solutions.
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Gil Gordon: Note to all question-askers: first, thanks so much for your interest and involvement. Second, if you disagree with my response or want clarification, come back at me again, please.
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Columbia, Md.:
Hi Gil,
Given the chronic transportation issues affecting this region, why haven't the state and local governments considered laws or incentives to stimulate telework and "tele-learning"?
Gil Gordon: Good question. That kind of mandate for telework is tricky; we saw in the early 1990's what can happen when employers are required to implement trip reduction programs, and it wasn't always pretty. But if the traffic, and especially air quality, problems dont start getting resolved in other ways, then the mandate might follow. Actually, I would be more in favor of some kind of incentive as you mention - carrots always work better than sticks.
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Arlington, Va.:
Are there any programs in the D.C. area that offer free consulting or any help in starting a telework program? I think my boss would be willing to listen.
Gil Gordon: Start by looking at www.telework.gov and also check out the Metro Washington Council of Govts. (which I believe is www.mwcog.gov) for resources.
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Arlington, Va.:
If you telecommute and your office closes for an unusual reason like weather conditions, should you also be given the day off? I'm wondering because obviously you're not affected by the conditions of the roads.
Gil Gordon: This should be a simple question to answer but it isn't. Each employer seems to have different policies for this. Ironically, in bad weather it is often the telecommuters who are the ONLY ones working and maintaining customer service. My preference in general is that the telecommuters do keep working on those snow days when the office is closed, and (assuming everyone else got the day off with pay) the tc'ers are given a comp day off at a later time.
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Washington, D.C.:
Do you know if the D.C. government has any plans to allow telecommuting? It seems that would help traffic/Metro crowding (Metro is currently asking for more money for longer trains) as much as some agencies in the federal government, and it seems that would help cut costs for the D.C. government (Metro, road repairs, office space, etc.). Thanks.
Gil Gordon: I don't know about what the DC govt. has done or plans to do to allow telecommuting for its employees. If anyone else with us today can help answer that please chime in.
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Washington, D.C.:
My wife will soon be working from home, essentially full-time. She is leaving her government position to become a contractor for the government. My question deals with taxes. Is it possible for us to figure out the taxes she should submit, deduct, etc., or is this task too complex for the layperson (i.e, would you automatically recommend hiring a tax advisor)? Thanks.
Gil Gordon: Well, my disclaimer first: I'm not a tax professional, and your wife definitely should find one to consult. This can be a tricky situation with these cross-jurisdictional payroll and income tax questions. Also, you note she is leaving her job to become a contractor working full time. Bear in mind that if she is doing the same work, the same way, and under the same supervision, she is in all likelihood a de facto employee no matter what she and the agency likes to think. This has to do with the "independent contractor vs. employee" issue. You can find a pretty good explanation of this on the www.irs.gov site.
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Alexandria, Va.:
The Post series mentions but does not discuss telework centers. For many of us working at home is inconvenient. But it would be very easy for me to walk to neighborhood telework center and do my work using a Virtual Private Network connection, if such a thing existed, and my company were willing to rent space in such a center, instead of in a centralized location.
In my own field of computer programming, such a network of telework centers would also facilitate my peers and I moving into lower cost areas, and help prevent the upcoming flight of jobs to India and China.
Why aren't neighboorhood telework centers a part of every suburban and small town community? It seems like they would offer a boon to individuals, real estate developers, computer-oriented companies, the traffic grid, small town life and the nation?
Gil Gordon: Thanks for bringing this up. Across the country for the last ten years or so there have been lots of trials of telework centers of different kinds and most have been limited successes at best. The centers in the metro DC area are, in general, far better planned and managed than some of the others were.
You can find a directory of DC-area centers of all kinds on my site in the mobile work resources page.
I think centers definitely fill a need - for people who want to work remotely and can't or shouldn't work from home for various reasons. But the sticking point is sometimes that the employer has to pay for space in the central office AND the center for the same person, unless the person is willing to give up his/her assigned work area.
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Hyattsville, Md.:
Gil: I don't follow your point about while some of us are stuck in traffic or on the Metro, our telecommuter counterparts are working productively and we should use that as argument for telecommuting. But we can't count commute time as worked time. Are you just saying that the person who has a stressful commute will be less productive when they get to work? How has that been proven?
Gil Gordon: Just look at what happens when people finally get into the office after a tough commute - they seem to need a decompression time to get ready to work. Most people count their work day from the time the walk out the front door till they arrive back home at night, yet not all of those hours are actually productive. The point I was trying to make is that the time and stress of the commute take their toll (no pun intended, but there is also the financial cost), and we hear repeatedly from teleworkers that they are much more able to put in a good day's work with far less hassle.
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Silver Spring, Md.:
Wasn't there a law or executive order requiring the fed government to offer telecommuting to its employees? How can I tactfully bring this up with my bosses in the government?
Gil Gordon: I'm going to plead semi-ignorance on this one, and once again point you to www.telework.gov as the central source for all things telework related in the Fed. service. In general, the legislation was intended to open up telework opportunities, but not to require managers to approve all requests to telework. As I said before, not every job and not every person is suited to telework; I believe the manager needs to have the right to approve.
BUT - the manager should not be able to just say no simply becuase he/she doesn't like telework. There is a burden on the employee to put together a case to propose a telework plan, and a similar burden on the manager to review it carefully and fairly.
In questionable cases, there's nothing like a well-controlled, limited trial to get some first hand experience to see whether or not telework works in a situation, rather than just speculating about it.
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Arlington, Va.:
One concern that is often mentioned is that people miss the social interaction at work. I have a friend who works for a large company in Mass. The office stopped being there when everyone started to telecommute. There are other ways to get the interaction, presumably -- phone calls, e-mails, occasional meetings. Are there other social implications to telecommuting that I'm missing?
Gil Gordon: Sure there are. This is why I'm generaly against full time telecommuting. Phone calls and email are great to a point but there's nothing like being there sometime. I think people should be in the office at least one day a week.
However, keep in mind that telecommuters don't get sent to deserted islands. The social contact they miss from their co workers is often made up for with new and increased contacts with friends, family, neighbors, etc.
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New York, N.Y.:
Hi,
I am pregnant, expecting to give birth early in June. I work at a publisher, on one specific title, and the crunch time is really October-December. I would say that 98 percent of the work I do can be done from home -- wouldn't matter if it was at noon or three in the morning. I have a good computer and DSL at home, and I would be willing to be in the office one-two days a week, post maternity leave (6 weeks paid/6 weeks unpaid).
From where I'm standing, the company has been training me for what I am currently doing for the entire time I've been working here (3 years), but how do I convince them to meet me halfway on personnel issues? (Working from home for even a half-day -- because of a doctor's appointment, etc., -- is frowned upon. We are told to take sick days instead.) There is nobody internal who is qualified to replace me ...
Thanks
Gil Gordon: Congratulations!
If there is nobody around to replace you, then you have a strong basis for teleworking. Maybe an approach to consider is setting up a job sharing arrangement where you begin training a coworker, and while you are out and not able to work that person takes over and then you begin shifting back some of the work to you as your time and health permit.
Keep thinking of how telework can benefit your employer, not you. And do a thorough "what if" analysis in your head so you can anticipate all the questions and concerns your mgt. will have, and get your answers ready.
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Hyattsville, Md.:
Gil:
Do you or does your web site offer a blank "case for telecommuting" that a person can use as an outline to build their case i.e., key points we can use to build an argument showing our job and we are worthy of giving telecommuting a try?
Gil Gordon: Not per se, though you can find some examples of proposals and tips on what to include in them if you look at the "How To Resources" section.
But if you can't find it, don't worry- just approach this as you would any other proposal. State the business objective, the expected benefits, the resources needed, the potential problems and how to prevent/address them, and then recommend a trial. That's about all there is to it.
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Washington , D.C.:
Hi Gil, Thanks for the chat! I am in the process of developing a program for my association. In your experience, what size pilot is most effective in demonstrating the success of a telework program? Thanks!
Gil Gordon: Glad to do it - thanks for being here.
There is no magic number for a trial or pilot, though I feel that anything smaller than 3 people is not very useful. When you have only one or two people, it's hard to tell if any success or failure you experience is a function of telework, the people itself, their managers, etc. Also, having even a slightly larger group (5-6 people or more) adds a "safety in numbers" feeling so those poor guinea pigs don't feel quite so much that they are under the microscope.
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Potomac Falls, Va.:
If we are looking for incentives to work from home, how about a D.C. Commuter Income Tax?
Gil Gordon: Sorry - I'm just not familiar with the DC-area taxation situation and can't comment on this.
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Alexandria, Va.:
Telecommuting is a joke. At the government office where I am a contractor, the employees who work at home are basically unavailable during the day. Checking your e-mail a couple of times while doing household chores and errands is not working.
Gil Gordon: If that's how telecommuting is being managed where you work, then I agree with you 100%. What you describe is a case where (as I mentioned in an earlier response) the managers are the ones at least as much at fault as the employees. This really frosts me because these situations develop and people then (as you legitimately have) label telecommuting as a joke. The problem isn't the concept - it's the implementation. I'm sorry that you're experiencing it that way.
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Washington, D.C.:
For those interested in telework initiatives in the region, including information about telework centers and incentive programs, please have them contact me at dcampbell-mwcog.org or 202-962-3286. Thanks! Danette Campbell, Telework Resource Center Manager, Metropolitan Washington Council of Governments
Gil Gordon: Thanks for coming to my rescue, Danette. Everyone out there should realize you have a true telework pro and advocate in your midst. Take her up on her offer!
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