Smart Phones Require Smarter Choices
It’s hard to admit, but when I found the shortcut key to set a previous mobile phone to vibrate, it was one of those “aha” moments. It was a full year after I bought it, and a full 365 days of imposing my ringtone — Peggy Lee’s “Bali Ha’i” — on those around me.
I’m not old-school, and I am not dim-witted. I just never bothered to figure it out, and assumed that the phone had no vibrate setting. (So maybe I was lazy, but I have since purchased a new phone and have read the manual. Twice.)
My onetime ineptitude isn’t unique. According to a recent report by the Pew Internet & American Life Project, 48 percent of technology users need help from others with new devices, and many tech users encounter problems with their internet connections, home computers or cell phones.
What does this mean for CIOs and other IT leaders?
For starters, it translates to a growing burden on your IT department. The percentage of employees using smart phones is increasing, and the iPhone is gaining ground as a business tool. As smart phones approach ubiquity in the workplace, so will smart phone troubles.
As smart phones approach ubiquity in the workplace, so will smart phone troubles.
If a user cannot figure out why his BlackBerry shows meetings in the incorrect time zone, and he is missing those meetings as a result, will your help desk be able to take his call — and calls from his colleagues who are having similar problems? Add the fact that many problems occur outside normal business hours, and how much do you think it will cost you to offer 24-7 support?
As an IT manager, you may be off the hook for at least some of the blame. User frustration usually ends up being directed at the makers of the devices. If a gadget doesn’t behave, users pan them as “crap,” “useless” and “poorly made.”
Some companies like Sprint are addressing this issue by giving staff extra training, and extending training to the buyer. It relieves you of some responsibility, but will you rely on the cell phone manufacturer to prove your ROI?
If the technology isn’t making your employees more productive, if it is hindering it, you will get very little, if any, return on investment. These devices are meant to boost productivity, not sap it. (Jen Darr)
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