Welcome!

Cloud Expo Authors: Esmeralda Swartz, Pat Romanski, Ian Khan, Nitin Bandugula, Elizabeth White

Related Topics: SOA & WOA, XML, Wireless, Virtualization, Cloud Expo

SOA & WOA: Article

Telecommuting – The Invisible Employee

The biggest advantages to having remote workers & virtual offices are in-house facility costs, expansion, & talent acquisition

One of the truisms in information technology is that everything old is new again - well, except maybe for punched cards. We went from big corporate data centers to regional/division corporate data centers back to big corporate data centers and now to even bigger cloud data centers. We have gone from dumb terminals were everything was done on the mainframe, to PCs, and now to virtualized desktops - where everything is run on the central servers. And now, we are back to talking about the IT advantages of telecommuting.

Telecommuting is certainly nothing new. But what is changing is how people are telecommuting and the IT processes and procedures that support them. Gone are the days of modem banks and analog days. Gone are the days when IT departments handed out PCs so people could work from home. And gone are the days when connecting remote employees meant connecting them directly into the corporate network.

When most people think of telecommuting, we hark back to the model that JetBlue made famous: the company supplied the personal computer, monitor, keyboard, mouse, and Internet connection (there is no need to go back to the caveman days with terminals and modems or acoustic couplers!). The PC was company property so that the policies, anti-virus, patches, etc., could all be controlled and managed by the corporate IT department. After all, a lot of employees still didn't even own their own computer.

These PCs had the necessary software pre-loaded on them, be it a thick client or a terminal emulator. When the remote staff connected in - their computers were placed onto the corporate network and became part of the companies extended network. When the PCs needed to be updated, patched, or upgraded - the employee had to bring everything back to the in-house IT department.

What changed? Well... EVERYTHING! There were four basic changes made for teleworking - and each of these changes required the IT department to adapt in different ways. As the ability to provide a realistic work environment kept increasing, we have gone from teleworkers to virtual offices.

One of the first big changes was that users no longer wanted to take a company PC home with them. They had their own perfectly good computer, and wanted to be able to connect using their machines. These machines/users wanted to connect to the company over the Internet instead of through dial-up modems. So IT departments started to increase their network connectivity, add Virtual Private Network (VPN) devices, and put in place intrusion detection/prevention appliances. Many a sleepless night was had by the IT administrator waiting for some remote user to spread a worm or Trojan through the entire organization.

The next big change was also Internet related - the death of thick clients. As browser technologies involved we were finally able to produce thick-client like look-and-feel inside a browser window. Most companies ported their internal applications to use browser-based web interfaces. These browser-based applications were exactly what were needed to allow better remote workers.

Ironically the Internet contributed the necessary technology to the next big change in our march to the virtual office: the move from IPSec-based VPN connections to browser-based SSL connections. IPSec, while a good protocol, proved problematic. Many travelers found out that their VPN connections were either blocked, or that the ISP or hotel lacked the technology to allow IPSec to pass through their networks. Just about every company's helpdesk received a call from some executive complaining about being unable to connect, and the helpdesk would have to try to work with the hotel or ISP to resolve the problem (and usual not be able to).

SSL VPNs resolve that issue because they work through the browser - an application that every PC already had loaded and that every user was already familiar with using. No longer would users have to be given CDs of the VPN software along with installation instructions (and the sure to follow helpdesk call). Most SSL VPN systems function as a proxy to allow dynamic access rights to the user. Instead of connecting them to the network (along with every virus, Trojan, and worm and the person's computer), we can now limit them to accessing the company's Intranet server, or to allow only access to specific company web pages.

Now that we have people using their own computers, over their own Internet connection, to securely access browser based applications - we must be done, right? What could be left? What is left is giving the user the necessary tools to have a virtual office instead of a remote connection.

Remote phone are required. The person needs to have a phone at his desk - even if that desk is 1000 miles away (or more). Here again new technology was required. We needed the new modern voice systems that allow Voice over IP (VoIP) so that we could have corporate phones remotely become part of the corporate telephone system. Even here, this is starting to give way to soft phones - software running on somebody's computer that provides that phone interface.

The remote person needs to know if his/her co-worker is available. After all, she can't simply look over the cubicle wall anymore to see if the coworker is there or not - and she can't see/hear if the co-worker is on the phone. But presence software, tied into the phone and using software on the person's computer, can tell the remote person if that co-worker is on the phone, in a meeting, or even at their desk working on their computer. Such presence software is normally built into an instant messaging client. These clients provide an easy way to communicate with somebody. Instant messaging is the new way to ask: Do you have a second?

The final piece of the puzzle to finally become feasible is video conferencing. IT departments no longer have to purchase expensive cameras, video conferencing servers, and large data connections everywhere. Point-to-point ad-hoc video conferences are easily done today with commercial "webcams" sitting on people's monitors and attached to their computers. In fact, most modern laptops have webcams built into them. Video conferencing allows the visual interfacing that is critical in modern communications. If you think that video is not important, remember that 70% of all our communication information comes from visual "clues". Without providing video conferencing, you are removing 70% of the person's comprehension.

Now that we know how to create a modern telecommuter environment, the question becomes whether we should allow telecommuting. Why are companies, both big and small, investing in this technology? Is this a technology that you should to be implementing?

The biggest advantages to having remote workers and virtual offices are in-house facility costs, expansion, and talent acquisition. Companies that have increased their use of remote workers have benefited from reduced building overhead expenses. One company that I frequently visit has been so successful with their remote worker program that they had to close the on-site cafeteria because there simply wasn't enough staff present to make use of it.

JetBlue used remote employees to staff their reservation lines. These were primarily part-time college educated women who only wanted to work 3-4 hours while their kids were in school. Using remote employees allowed JetBlue to staff across the country - thereby moving calls across the country as people's shifts changed. This is something that could not have been done with a traditional on-site call center.

Sometimes the perfect employee that you need to succeed isn't willing to relocate to where your office is. This leaves employers with the choice of either doing without a key resource, or figuring out how to allow that employee to work from home. Remote employees and virtual offices empower an employer to find the employee that will best contribute to the company - even if that person lives in a mountain cabin.

Those people who wonder if I really mean what I say about the advantages of virtual offices should know that it is what I use. I have a company phone that connects directly over the Internet to the company's phone system. I have an SSL VPN connection to gain access to the internal system. I use Cisco's Jabber service to provide presence information and instant messaging capabilities. And I use Cisco's WebEx Telepresence video conferencing service for when I need "face-to-face" time. The most important lesson I have learned about using a virtual office is to treat it like it is your real office - because the day you decide to wear your fuzzy slippers to the office is the day your boss will have a surprise video conference call with you.

More Stories By Dean Nedelman

Dean Nedelman is Director of Professional Services at ASi Networks, a network and voice services firm in City of Industry, Calif. In this role, he supports our major accounts, and oversees the implementation of advanced Cisco solutions and services. He has over 25 years of experience in technical and executive level technology roles, primarily in secure high performance computer environments across multiple industries and sectors. Dean's background includes security, high availability, telephony, advanced network, wide area application services, and storage area networks.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@CloudExpo Stories
SYS-CON Events announced today that that Innodisk, the service-driven provider of industrial embedded flash and DRAM storage products and technologies, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Innodisk is a service-driven provider of industrial embedded flash and DRAM storage products and technologies. With satisfied customers across the embedded, aerospace and defense, cloud storage markets an...
Connected devices and the Internet of Things are getting significant momentum in 2014. In his session at Internet of @ThingsExpo, Jim Hunter, Chief Scientist & Technology Evangelist at Greenwave Systems, examined three key elements that together will drive mass adoption of the IoT before the end of 2015. The first element is the recent advent of robust open source protocols (like AllJoyn and WebRTC) that facilitate M2M communication. The second is broad availability of flexible, cost-effective ...
"Our premise is Docker is not enough. That's not a bad thing - we actually love Docker. At ActiveState all our products are based on open source technology and Docker is an up-and-coming piece of open source technology," explained Bart Copeland, President & CEO of ActiveState Software, in this SYS-CON.tv interview at DevOps Summit at Cloud Expo®, held Nov 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
The Internet of Things will put IT to its ultimate test by creating infinite new opportunities to digitize products and services, generate and analyze new data to improve customer satisfaction, and discover new ways to gain a competitive advantage across nearly every industry. In order to help corporate business units to capitalize on the rapidly evolving IoT opportunities, IT must stand up to a new set of challenges. In his session at @ThingsExpo, Jeff Kaplan, Managing Director of THINKstrateg...
The BPM world is going through some evolution or changes where traditional business process management solutions really have nowhere to go in terms of development of the road map. In this demo at 15th Cloud Expo, Kyle Hansen, Director of Professional Services at AgilePoint, shows AgilePoint’s unique approach to dealing with this market circumstance by developing a rapid application composition or development framework.
The Internet of Things will greatly expand the opportunities for data collection and new business models driven off of that data. In her session at @ThingsExpo, Esmeralda Swartz, CMO of MetraTech, discussed how for this to be effective you not only need to have infrastructure and operational models capable of utilizing this new phenomenon, but increasingly service providers will need to convince a skeptical public to participate. Get ready to show them the money!
Eighty-five percent of companies store information in some sort of unstructured manner. In this demo at 15th Cloud Expo, Mark Fronczak, Product Manager at Solgenia, discussed their enterprise content management solution, which was created to help companies organize and take control of their digital assets.

ARMONK, N.Y., Nov. 20, 2014 /PRNewswire/ --  IBM (NYSE: IBM) today announced that it is bringing a greater level of control, security and flexibility to cloud-based application development and delivery with a single-tenant version of Bluemix, IBM's

Fundamentally, SDN is still mostly about network plumbing. While plumbing may be useful to tinker with, what you can do with your plumbing is far more intriguing. A rigid interpretation of SDN confines it to Layers 2 and 3, and that's reasonable. But SDN opens opportunities for novel constructions in Layers 4 to 7 that solve real operational problems in data centers. "Data center," in fact, might become anachronistic - data is everywhere, constantly on the move, seemingly always overflowing. Net...
Leysin American School is an exclusive, private boarding school located in Leysin, Switzerland. Leysin selected an OpenStack-powered, private cloud as a service to manage multiple applications and provide development environments for students across the institution. Seeking to meet rigid data sovereignty and data integrity requirements while offering flexible, on-demand cloud resources to users, Leysin identified OpenStack as the clear choice to round out the school's cloud strategy. Additional...
DevOps is all about agility. However, you don't want to be on a high-speed bus to nowhere. The right DevOps approach controls velocity with a tight feedback loop that not only consists of operational data but also incorporates business context. With a business context in the decision making, the right business priorities are incorporated, which results in a higher value creation. In his session at DevOps Summit, Todd Rader, Solutions Architect at AppDynamics, discussed key monitoring techniques...
“We are strong believers in the DevOps movement and our staff has been doing DevOps for large enterprise environments for a number of years. The solution that we build is intended to allow DevOps teams to do security at the speed of DevOps," explained Justin Lundy, Founder & CTO of Evident.io, in this SYS-CON.tv interview at DevOps Summit, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Building low-cost wearable devices can enhance the quality of our lives. In his session at Internet of @ThingsExpo, Sai Yamanoor, Embedded Software Engineer at Altschool, provided an example of putting together a small keychain within a $50 budget that educates the user about the air quality in their surroundings. He also provided examples such as building a wearable device that provides transit or recreational information. He then reviewed the resources available to build wearable devices at ...
The move in recent years to cloud computing services and architectures has added significant pace to the application development and deployment environment. When enterprise IT can spin up large computing instances in just minutes, developers can also design and deploy in small time frames that were unimaginable a few years ago. The consequent move toward lean, agile, and fast development leads to the need for the development and operations sides to work very closely together. Thus, DevOps become...
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover ...
Mobile commerce traffic is surpassing desktop, yet less than 20% of sales in the U.S. are mobile commerce sales. In his session at 15th Cloud Expo, Dan Franklin, Segment Manager, Commerce, at Verizon Digital Media Services, defined mobile devices and discussed how next generation means simplification. It means taking your digital content and turning it into instantly gratifying experiences.
The Internet of Things promises to transform businesses (and lives), but navigating the business and technical path to success can be difficult to understand. In his session at @ThingsExpo, Sean Lorenz, Technical Product Manager for Xively at LogMeIn, demonstrated how to approach creating broadly successful connected customer solutions using real world business transformation studies including New England BioLabs and more.
We certainly live in interesting technological times. And no more interesting than the current competing IoT standards for connectivity. Various standards bodies, approaches, and ecosystems are vying for mindshare and positioning for a competitive edge. It is clear that when the dust settles, we will have new protocols, evolved protocols, that will change the way we interact with devices and infrastructure. We will also have evolved web protocols, like HTTP/2, that will be changing the very core...
CloudBees, Inc., has announced a $23.5 million financing round, led by longtime CloudBees investor Lightspeed Venture Partners. Existing investors Matrix Partners, Verizon Ventures and Blue Cloud Ventures also participated in the round. The latest funding announcement follows earlier rounds of $4 million, $10.5 million and $10.8 million, bringing the total investment in CloudBees to just under $50 million since the company’s inception in 2010. Previous venture investment rounds were led by Ma...
NuoDB just introduced the Swifts 2.1 Release. In this demo at 15th Cloud Expo, Seth Proctor, CTO of NuoDB, Inc., discussed why scaling databases in the cloud is challenging, why building your application on top of the infrastructure that is designed with this in mind makes a difference, and what you can do with NuoDB that simplifies your programming model, your operations model.