Working from Home: It's in the Details

The benefits include lower costs and greater productivity, but figuring out how to communicate with off-site employees is crucial

By Rachael King

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Traffic surrounding Microsoft headquarters in Redmond, Wash., has become so congested that Washington State Governor Chris Gregoire nearly missed a 9 a.m. speech at the company's main campus one recent morning. Roads leading to the software maker simply weren't designed to handle the 35,000 commuters who report for work there each day. The gridlock that greeted Gregoire was just the latest reminder that Microsoft needs to tackle its commuter crisis—and quick.

So Microsoft (MSFT) has embarked on a program aimed at getting more employees to work from home and other off-site locales, joining the growing ranks of companies to catch the virtual-workplace wave. About 14% of the U.S. workforce gets its job done at a home office more than two days per week, says Charlie Grantham, executive producer of consulting firm Work Design Collaborative. That's up from 11% in 2004, and is set to grow to 17% by 2009 (see BW Online, 03/12/07, "Telecommuting Now and Forever").

Pros and Cons

Benefits of letting employees work from outside the office include keeping cars off the road, helping a company to bolster its green bona fides. But the practice can also foster employee retention, boost worker productivity, and slash real estate costs. At IBM (IBM), about 42% of the company's 330,000 employees work on the road, from home, or at a client location, saving the computer company about $100 million in real estate-related expenses a year. VIPdesk, an employer of at-home customer-service reps, hangs onto 85% of its employees each year, compared with the 10% to 20% rate for traditional call centers, according to consulting firm IDC. And virtual workers are about 16% more productive than office workers, according to Grantham's research.

For all the benefits of freeing workers from the office, drawbacks abound. First, not everyone wants to leave. Some fear they will step off the corporate ladder, while others need a busy environment to stay productive. Some managers are reluctant to scatter direct reports because keeping tabs on a virtual workforce can be harder than managing those close at hand. Some virtual workers can feel lonely, isolated, or deprived of vital training and mentoring. And communication breakdowns can impede innovation, trust, job satisfaction, and performance.

Obstacles like these have prompted IBM, Sun Microsystems (SUNW), and other companies to seek out a host of creative solutions to the problems that virtual work presents. Some turn to a combination of mobile devices, e-mail, instant messaging, and collaboration software to help colleagues stay in touch.

Some Are Reluctant

But experts say successful companies go a step further, adopting a whole virtual-worker ethos. "Management by objective is critical," says Ann Bamesberger, vice-president of Open Work at Sun. "If you have to manage by monitoring, it's not for you." A number of companies including Deloitte & Touche, Ernst & Young, IBM, and Sun have also revamped office space to better accommodate virtual workers, providing everything from cubicles to conference rooms for employees who only occasionally stop in (see BusinessWeek.com, 7/2/06, "Square Feet. Oh, How Square!").

While many relish the chance to strike a better work-life balance by working from home, some are surprisingly resistant to being stationed outside the office. Of the approximately 25% of workers who could feasibly telecommute, less than half would do so more than two days a week, and 14% wouldn't telecommute at all, according to a survey conducted by research firm Rockbridge Associates and the Center for Excellence in Service at the University of Maryland's Robert H. Smith School of Business.

This reluctance may be fueled by fear that if they're out of sight, they will be out of mind, too. About 61% of global executives say they think telecommuters are less likely to advance in their careers, compared with employees in a traditional office setting, according to a survey conducted by Futurestep, a subsidiary of Korn/Ferry International (KFY).