IT support services for telecommuting workforce

Organizations are in the process of moving to a network-based operating structure. Telecommuting is just a corollary of this push. While new information technologies allow for a highly mobile work force that can work from remote locations across the world, this begs the question how does supporting this new telecommuting workforce differ from supporting employees in a regular office. The purpose of this study is to describe how telecommuting and a telecommuter differ from in situ working and the desk-bound worker and how this difference dictates different approaches to providing various services such as IT support services for telecommuters. Our goal is to provide a framework to assist IT managers in addressing issues of how to support telecommuting employees to maximize their potential benefits.

[1]  Christopher A. Higgins,et al.  After-Hours Telecommuting and Work-Family Conflict: A Comparative Analysis , 1992, Inf. Syst. Res..

[2]  Jane P. Laudon,et al.  Management Information Systems: Managing the Digital Firm , 2010 .

[3]  Wayne F. Cascio,et al.  Managing a virtual workplace , 2000 .

[4]  M. Lind.  The gender impact of temporary virtual work groups , 1999 .

[5]  Susan J. Harrington,et al.  Telecommuting: a test of trust, competing values, and relative advantage , 1999 .

[6]  Rosann Webb Collins,et al.  Distributed Work Arrangements: A Research Framework , 1998, Inf. Soc..

[7]  P. C. Wright,et al.  TELECOMMUTING AND EMPLOYEE EFFECTIVENESS: CAREER AND MANAGERIAL ISSUES , 1993 .

[8]  Sridhar Narasimhan,et al.  Communication and Coordination in the Virtual Office , 1998, J. Manag. Inf. Syst..

[9]  J. Fletcher,et al.  Relational Aggression in an Australian Sample: Gender and Age Differences , 2003 .

[10]  Ralph D. Westfall,et al.  Does telecommuting really increase productivity? , 2004, CACM.

[11]  Pak Yoong,et al.  Knowledge work and telework: an exploratory study , 2000, Internet Res..

[12]  Rosann Webb Collins,et al.  Technology Requirements and Work Group Communication for Telecommuters , 2001, Inf. Syst. Res..

[13]  Jane Whitney Gibson,et al.  Telecommuting in the 21st Century: Benefits, Issues, and a Leadership Model Which Will Work , 2002 .

[14]  Keith W. Ross,et al.  Computer networking - a top-down approach featuring the internet , 2000 .

[15]  Lai Lai Tung,et al.  Information technology as an enabler of telecommuting , 1996 .

[16]  F. Belanger,et al.  Communication patterns in distributed work groups: a network analysis , 1999 .

[17]  Robert M. Davison,et al.  Viewpoint: exploring the telecommuting paradox , 2000, CACM.

[18]  Kea G. Tijdens,et al.  Employees' opportunities, preferences, and practices in telecommuting adoption , 2004, Inf. Manag..

[19]  Kenton O'Hara,et al.  Place as a Practical Concern of Mobile Workers , 2003 .

[20]  D. B. Ilozor,et al.  Management communication strategies determine job satisfaction in telecommuting , 2001 .

[21]  V. Venkatesh,et al.  TELECOMMUTING TECHNOLOGY IMPLEMENTATIONS: A WITHIN‐ AND BETWEEN‐SUBJECTS LONGITUDINAL FIELD STUDY , 2002 .

[22]  D. Lowe,et al.  Factors that affect accountant's perceptions of alternative work arrangements , 2005 .

[23]  Raju Kocharekar,et al.  An it Architecture for Nimble Organizations: Managing Access from Cyberspace , 2004, Inf. Syst. Manag..

[24]  Nava Pliskin,et al.  The telecommuting paradox , 1997, Inf. Technol. People.

[25]  C. Erik Timmerman,et al.  Communication technology use and multiple workplace identifications among organizational teleworkers with varied degrees of virtuality , 1999 .

[26]  Chittibabu Govindarajulu.  The status of helpdesk support , 2002, CACM.

[27]  D. T. Prystash.  Corporate attitudes and commitments to telecommuting , 1995 .

[28]  Claire R. McInerney,et al.  Working in the virtual office: Providing information and knowledge to remote workers , 1999 .

[29]  Patricia L. Mokhtarian,et al.  Duration and frequency of telecenter use: once a telecommuter, always a telecommuter? , 1998 .

[30]  Yulin Fang,et al.  Individual, social and situational determinants of telecommuter productivity , 2005, Inf. Manag..

[31]  Kackie Cohen,et al.  Windows XP Networking , 2004 .

[32]  A. Venkatesh,et al.  An emerging distributed work arrangement: an investigation of computer-based supplemental work at home , 1992 .

[33]  Edward E. Potter,et al.  Telecommuting: The future of work, corporate culture, and American society , 2003 .

[34]  France Bélanger,et al.  Workers' propensity to telecommute: An empirical study , 1999, Inf. Manag..