IT Management Reference Guide

My first exposure with mobile telephones came on October 1, 1987. I was working at a major defense contractor in Southern California when a major earthquake struck. The 5.8 Whittier Narrows quake that morning resulted in a total evacuation of the huge facility-some 12,000 workers-and more than a little bit of concern, confusion and anxiety. At that time, cellular telephones were just coming on the scene, and the company where I worked issued mobile phones only to vice presidents and above-and then only in the form of a built-in car phone.

I remember standing next to my VP/CIO and watching him communicate via his car phone to emergency response units. It all seemed very futuristic to me at the time, and I wondered just how prevalent these mobile communication devices would become. I didn't have to wait long for an answer; within a year, managers like me were issued cell phones for use in emergency situations. Fortunately, there were no serious injuries that day in October, although parts of the facility suffered extensive damage. But the visual I take away from day-more than the evacuation of staff and the damage to property-was that of VPs making urgent, critical calls on these new mobile, wireless forms of communication.

We have certainly come a long way during the past 15 years or so. Many people today receive their first cell phone before they are out of junior high school. And they are not just phones anymore; for some models the actual phone feature is way down the list behind camera, Internet portal, email access, public news broadcasts, and 2-way, nationwide walkie-talkies. Their presence these days is ubiquitous. But what about their use, particularly in the workplace? Do these marvelous devices have any drawbacks when their presence in the corporate environment becomes so pervasive? The following are 7 tips I have arrived at for managing the effective use of mobile devices. Mobile devices here pertain primarily to cellular telephones, but some of these tips may also pertain to pagers, personal digital assistants such as Palm Pilots and Blackberries, and other portable communications devices.

1. Issue Corporate Use Policies – Managers should issue documented policies on how employees are to use company-issued mobile phones and other similar devices. This may sound very obvious in that most companies simply encourage you to use the device responsibly for company business only. But the lack of such policies can have devastating results. A recent, ongoing case in Seattle demonstrates this.

   The case in question involved an employee who was driving during the day to another office. While driving, the employee began talking on the company cell phone and became involved in a major auto accident. Though no serious injuries were sustained, the other party is now suing the employer for not having documented policies in place that explain the safe use of cell phones. Had policies been in place, the company would likely not be liable and the suing party would have gone after the driver herself. As a final bit of irony I this instance, the corporation involved is a major auto insurance company.

2. Provide Guidelines on Who is to Receive Which Types – In many companies, the issuance of a cell phone is looked upon as almost a status symbol. The higher the rank, the more expensive the device. In most cases there are sound business reasons why desktop support personnel, for example, use functionally-oriented phones, and why senior trouble-shooting engineers may have 2-ways, and why executives have blackberries. But these reasons need to be shared openly in the form of guidelines that everyone sees and understands. Often times these guidelines are not documented or shared. An environment of secrecy usually breeds distrust and contempt, and this totally undermines the benefits of such devices.
3. Evaluate Alternate Vendors – Some companies randomly pick one vendor and stay with them for years rather than performing due diligence at end of contract periods to select a better vendor. The competition is extremely keen in this arena, and evaluating alternate vendors may end up saving you substantial amounts of money while improving service.
4. Match Mobile Device Capability to the Business Needs of the Company – There are a host of features, enhancements and add-ons to the entire family of mobile devices today. Integration of such features as paging, emails, cameras, text messaging, conference-call speakers, and nationwide 2-way calling are but a few of these emerging enhancements. As the business needs of your work environment changes, so also may the mobile communication needs. Knowing what features are available, their costs, and how they can solve legitimate business problems, benefits both your customers and yourself as their supplier.
5. Negotiate Procurement Contracts to be as Flexible as Possible – Vendors prefer to lock you in to multi-year contracts that appear to save you money in the long-run. In some instances this may not be the case. If your company's business needs are likely to chance significantly over the next few years-for example, through major expansions internationally, or possible mergers or acquisitions-it may be more prudent to negotiate early-out clauses into your contract.
6. Consider the Ramifications of Maintenance Clauses – Most vendors are willing to negotiate some very creative maintenance clauses, and usually have the freedom to do so. Take advantage of this opportunity-particularly if you have contracted with a major vendor for large quantities of devices.
7. Stay Current on Emerging Technologies – Technical advance are occurring almost weekly in this field. Vendor websites and marketing representatives are good sources to learn about these future enhancements. Coupling this information with some of the future business directions of your company can lead you to propose innovative business solutions using these new technologies.

These are seven tips my colleagues and I have used over the years in managing the use of mobile devices. Following them should help you take practical advantage of their significant value and convenience.