The delivery of that information has been greatly enhanced, thanks to the latest communications technology known as ISDN (integrated services digital network), a high-speed phone service provided in most parts of the country.

ISDN has two major advantages for the home user. First, a single ISDN line can simultaneously carry a voice telephone conversation and a fax transmission, or data over a modem connection. This means that a telecommuter can have the equivalent of several phone lines at home without any additional wiring. The second advantage is that data transmission and reception is far more reliable and several times faster — 64,536 or 128,000 bits per second — than an ordinary computer modem, which runs at either 14,400, 28,800, 33,600, or 56,000 bits per second.

However, a fancy communications line isn't necessary; an ordinary phone line works fine for most telecommuters, especially those who don't require a lot of data transmission. For those who do, the ISDN service will typically add $30 or more to monthly phone bills, and there's a one-time charge of $140 on average for installation and for a special ISDN modem and accompanying software.

With or without ISDN, most telecommuters can get all their work done with a desktop computer. Still, some telecommuters want a few extra bells and whistles. For Koss Corp. CFO Sue Sachdeva, videoconferencing is key. "We're a small management group, and I talk to my CEO [Michael Koss] every day," she says. "At first, I couldn't see his body language on the phone, so I couldn't tell when he was kidding, for example." Now, however, Sachdeva, Koss, and other employees have little cameras on top of their desktop computers. The result, she says, is that "I can see the people I'm talking to, and it makes me feel like I'm there."

Sachdeva uses equipment from PictureTel Corp., which, along with Intel Corp.'s Internet and Communications Group, provides the top videoconferencing systems. Typical costs for hardware and software are $10,000 to $50,000 to outfit a conference room, plus $100 to $500 per telecommuting employee.

The technology isn't for everyone, however. "We found that videoconferencing has been too costly to be attractive," says Ed Tynan, senior program manager at Motorola Semiconductor Products Sector. "Most of the time, ordinary telephone conference calls are just fine." Instead, Tynan says that Motorola is going to be deploying a different whiz-bang technology, a software-only collaborative system that enhances conference calls and multisite meetings.

True to its name, a whiteboard, or electronic chalkboard, appears on each participant's screen, and allows everyone to see the same documents on the screen and work with them in a live session. Whiteboarding is available in Microsoft Corp.'s NetMeeting software. A similar capability is integrated into Netscape Communications Corp.'s Communicator and Microsoft's Internet Explorer.

A more sophisticated hardware/software capability is available with hardware electronic whiteboards suitable for presentations to audiences in conference rooms. These products plug into the serial port of a computer, and integrate with NetMeeting. They cost from $500 to $3,000, and are available from MicroTouch Systems Inc. and Smart Technologies Inc. Whatever is drawn on the hardware whiteboard also appears on the telecommuters' screens, and the results appear on the hardware whiteboard in the conference room.

Rules for Supervision

• Supervisors should attend company training on how to manage telecommuters and support productivity.
• Supervisors must exhibit effective communications skills.
• Supervisors should measure telecommuting performance based on employees' deliverables as spelled out in the work plan and not necessarily on direct observation.
• Supervisors should clearly define work hours, tasks, and realistic/measurable expectations (both in quality and quantity). They should understand what steps must be taken when a problem arises.
• Supervisors should inform all employees about the company's telecommuting program, and what would be expected of them should they wish to participate.
• Research shows that some telecommuters have a tendency to overwork when at home. It is the responsibility of the supervisor to monitor the number of hours worked beyond the agreed-upon workday, and to counsel the employees on appropriate work practices and the possibility of burnout.

Who Should Telecommute?

• Employees who are mature, self-disciplined, capable of working with little on-site supervision.
• Employees with strong verbal and written communication skills, and appropriate knowledge of E-mail, fax, other computer technology.
• Employees with consistent, productive, and organized work habits, and the ability to access appropriate technological support.
• Employees with good performance records: no documented absenteeism problems and positive performance evaluations.
• Employees who are able to provide the appropriate telecommuting work environment.
• Employees who have worked for the company for a minimum of one year on-site, so they're familiar with the company's culture and environment.

Source: University of Michigan Telecommuting Task Force Report

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