Principle 3: Implement enabling technology

Good hybrid work relies on having appropriate enabling technologies. Find out what factors you should consider when deciding which technologies are appropriate for your organisation.

Part of the Hybrid work module.

Why technology is important for hybrid work

Technologies that allow workers to do their jobs, no matter where they are, are fundamental to a successful hybrid work model and will avoid technology frustration. Technology—platforms, tools and apps—must allow workers to move seamlessly between their remote and on-site work locations. And workers must have the skills to use and apply technologies. Technology also creates the opportunity to monitor and support workers’ wellbeing.

Technology requirements can include:
secure and reliable internet connection
a VPN (virtual private network) that encrypts data and protects online identities
high quality audio and video tools
intuitive and interactive tools for team collaboration and planning project outputs
knowledge management and project planning tools
support services to help workers when they encounter difficulties
hot desk booking systems so teams can sit together.

Research explains why enabling technology is important for hybrid work:

Insight 1: Hybrid work needs an expanded and improved technology infrastructure. Technology must support workers on site and remotely, and protect data security.

Insight 2: Hybrid work increases technology frustration. It may be because technology is not fit for purpose, or workers may have to master multiple digital platforms and tools.

Insight 3: Digital wellbeing apps are becoming more prevalent, but effectiveness is unknown. These mechanisms monitor wellbeing through repeated surveys and support wellbeing by providing access to digital resources or telehealth (e.g. chats, virtual coaching). However, evidence about their effectiveness is limited. And tools must be valid and secure, and protect workers’ privacy.

Guidelines for implementing enabling technology

1. Review current technology infrastructure (hardware and software) to identify where you can improve.

Tools workers use must be intuitive, easy to learn, easy to use, seamless, suitable for roles and job tasks, and fit for purpose for your organisation.

2. Identify possible security vulnerabilities.

You need an explicit strategy and plan to manage cyber security across all technologies and work locations. Workers must be able to operate at speed, with few—if any—interruptions or frustrations. Regularly remind workers on the impacts of viruses, malware, hacking and scams.

Here are some ways you can protect digital security:

Examine if people with similar job tasks use different technologies and see if it can be streamlined.
Provide fit-for-purpose technology.
Provide training on recognising phishing, malware and viruses.
Test systems by organising worker phishing tests or working with professional ethical hackers.

3. Help workers master the technology they need.

Allocate resources and budget for support, training and ongoing learning. This approach fosters engagement from the start and builds necessary digital skills. Importantly, match learning opportunities with workers’ needs.

4. Ensure software is easily accessible and maintained.

Allowing workers to select software from various options fosters autonomy, eliminates rogue apps and downloads onto organisation hardware and servers, and protects workers from viruses or hacks. And automating software rollout and updates saves time and minimises disruptions.

Technology is harder to manage for organisations with a bring-you-own-device model. Providing detailed policies about software downloads and virus control can help prevent technology breakdowns.

5. Consider the ethics, privacy and legalities of using technology to monitor worker behaviour and wellbeing.

You must have consent to collect workers’ data, and they must have full insight about the collection, use, disclosure, quality and security of their personal data.

Ethical behaviour extends beyond transparency about what data is collected, why and who has access. Data (especially about distress or mental health) must not prejudice or negatively impact the worker (e.g. affect career advancement, result in stigma, etc.).

6. Review the validity and effectiveness of digital wellbeing apps.

If you are considering a wellbeing app, critically review whether it was founded on evidence-based principles and if validity and effectiveness testing went beyond user experience and engagement.

Here are some tips on using digital wellbeing apps:

Draft a charter for ethical data behaviour and offer training on how it translates to workplace practices.
Create a central point for reporting potential breaches or ethical misconduct.
Use only wellbeing apps that match your organisation’s culture.
Review the validity and effectiveness of an app before implementing it. Make sure you have the right expertise to conduct this review.

Why technology is important for hybrid work

Guidelines for implementing enabling technology

Further reading