Every help desk worker has had this nightmare call: High-powered, egotistical executive (or lawyer or salesman) is furious that his laptop or wireless gadget won't work. Expletives fly. He needs the information -- now! -- to close a multimillion-dollar deal. If the deal falls through and the company doesn't hit its quarterly numbers, it's all IT's fault, he sputters.
Sigh. How did we get to this point? Obviously, corporate America has become addicted to mobile connectivity, and the better service it gets, the more it expects. But feeding this addiction isn't easy for the IT department. In <i>Computerworld</i>'s survey of 190 IT professionals, 59% said supporting mobile employees is more expensive than supporting desktop users. And by far the most difficult people to support are -- you guessed it -- white-collar road warriors such as executives and salespeople.
But there are other mobile or remote employees who need IT support too: blue-collar workers, telecommuters, call center agents and the wireless nomads who, while traveling from room to room and building to building, expect to remain connected to the corporate network the whole time. In the following pages, you'll hear their stories (including their wish lists), as well as the stories of the IT people who support them.
Our survey found that end users' No. 1 complaint about mobile devices is the challenge of "getting and staying connected." As columnist Mark Hall explains (see Real Magic ), end users expect real-time data anywhere they happen to be, and it's your job to make that happen.
See the complete special report.
Mitch Betts is executive editor at Computerworld. He can be reached at mitch_betts@computerworld.com.
The Faces of Mobile IT
Different types of mobile workers, such as road warriors, telecommuters and blue-collar workers, need different forms of IT support.
Stories in this report:
- Editor's Note: The Faces of Mobile IT
Editor's Note: Corporate America is addicted to mobile connectivity. In this special report we hear the stories of different types of mobile workers -- the devices they use, the features they'd like -- as well as the stories of the IT workers who have to support them. - Wireless Worker: White-Collar Road Warrior
These road warriors are savvy wireless users, which in turn creates support issues for IT. - Tethered to Treo
- Lightening the Load With Data Sharing
- Wireless Worker: Globe-Trotter
Different protocols, standards and security issues create unique support issues for workers who skip from country to country. - Wireless Worker: Blue-Collar Worker
In choosing portable devices for use in the fields, IT must find one that has the right technology, is sturdy enough to handle tough working conditions and comes at the right price. - At Home With a Palm
- Wireless Worker: Telecommuter
Stay-at-home workers are powered by laptops sitting atop docking stations, cordless phones outfitted with voice over IP and the often-mandatory instant messaging. - Close Contact With IP Communicator
- Wireless Worker: Campus Nomad
Most workers who spend their days roaming corridors and campuses want high connectivity paired with low-tech mobile devices. - PDAs for Warehouse Support
- Wireless Worker: Call Center Agent
Voice-over-IP and wireless and computer telephony integration options are making it easier to set up call center agents to work at home. - Setting Up Security With a 'Locked-Down' PC
- QuickStudy: ZigBee
ZigBee is a short-range, low-power, wireless personal-area network technology optimized for low-cost sensor and control devices used in homes, office buildings, and medical and industrial settings. - The Real Magic of Wireless Technology
Your end users expect real-time data anywhere they happen to be. It's your job to make that magic happen, says columnist Mark Hall. - Research Insights
Click here to view these survey statistics.
Online Exclusives
- Cool Wireless Stuff.
Sure it may be practical and help improve efficiency. But what good is a wireless gadget if it's not fun? Computerworld staffers share some of their favorites, from a universal charger to a $1,200 digital sound system. - The War Driver Returns:
Computerworld's David Ramel hits the road again to check out the state of wireless security — and comes up with some surprising conclusions. - Executive Briefing:
Read about the threats from mobile and wireless technology in the enterprise, and the strategies developed to deal with them, in this online special report. - Lone Warrior:
What about the one-person shop? Learn how power PDA user Bert Latamore thrives on being completely mobile and self-sufficient — until there's trouble. - The Wireless Security Value Chain
Click here to view this webcast.