The Types of Employees Commonly Encountered by IT Helpdesk Staff

The Types of Employees Commonly Encountered by IT Helpdesk Staff. There’s a saying: “It takes all kinds to make a world”. If you’ve spent any time in a customer facing role you’ll understand exactly what this means – the diversity of the people and the way they act towards customer service staff show that not everyone is the same. Some people are pleasant, some people are frustrating and some people are downright hostile and difficult.


Difficult customers can be challenging and keeping them happy can seem to be near impossible. By identifying the type of difficult customer that you are dealing with you can improve your experience, and theirs, by tailoring your approach and deploying appropriate techniques to engage or diffuse them.


These are the most common types of employees your IT helpdesk staff encounter:


  • A critical customer


Innatos - The Types of Employees Commonly Encountered by IT Helpdesk Staff - peopleA critical customer will have a complaint about almost everything. This can include the IT systems they are using, their computer, the time that they’ve waited to speak to an operator on the phone to even the choice of hold music they were listening to while they waited to speak to you.


It’s important to remember that you should never take this criticism personally. These critical customers may not just be critical of your operations, but they may have other things going on in their lives causing them to react this way. They may have had previous poor customer service from your helpdesk and are frustrated by a lack of resolution. Display empathy and attempt to win them over by going above and beyond their expectations.


  • 2 A vague customer


A vague customer may have issues but isn’t quite able to articulate them.


They may not know the technical terms to describe what is causing their problem, which makes it very hard for the IT helpdesk to solve without getting the whole picture of what is going on.


With these customers it’s important to stay calm and not get frustrated, but to ask the right types of questions to tease the information out of them.


  • A confused customer


This type of customer may have poor IT literacy, or may be quite skilled and experienced but has come across an issue for the first time that has confused them and they need more clarification. Depending on which camp they fall into you may have your work cut out for you explaining the issue, or they may be able to be brought up to speed fairly quickly.


  • Innatos - people personAn aggressive customer


This customer is more than just a complaining customer, they are often angry – if not furious – about the issue that has led to them calling the IT helpdesk today. They will yell at, insult, attempt to intimidate and even threaten your employees.


It’s important that you don’t respond to this aggressiveness with heightened emotions of your own as this can lead to the situation being exacerbated. Try to understand the reason for the anger and take the opportunity to offer a solution.

How to Use Helpdesk Incidents to Identify Problems in Your Company

How to Use Helpdesk Incidents to Identify Problems in Your Company. IT help desk provides guidance and assistance and troubleshoots issues that arise with computers, software, and other IT infrastructure that your employees need to access in order to do their jobs. 


By enabling your employees to work more efficiently, internal help desks are an essential part of many leading companies. But did you realize that aside from this, your IT helpdesk is actually a very good window into the overall state of affairs in your organization and can be used to identify areas that could be improved upon? 


By analyzing the frequency of and different types of requests that your IT helpdesk employees provide assistance on, you may find trends emerging that you can act on. 


  • Poor levels of IT literacy, How to Use Helpdesk Incidents to Identify Problems  


Innatos - How to Use Helpdesk Incidents to Identify Problems -securityWhen you work closely with technology it can sometimes be hard to remember that it doesn’t always come naturally to everyone. 


Your IT helpdesk may be fielding many calls from people who are struggling to use their computers – particularly members of older generations who are not digital natives.


If this is the case you could offer some basic computing training to your staff to reduce these types of requests. 




  • Common issues that take up a lot of helpdesk time 


You may also find your helpdesk staff are fielding the same types of requests over and over again for relatively straightforward tasks such as password resets, printing issues, and reports of network outages. 


You can save your helpdesk from these types of queries and free up their time to deal with other matters by implementing measures such as FAQs, employee self-service kiosks, and utilizing DeskAlerts to send notifications to your entire workforce about known IT issues. 


  • A need for security awareness training 


Innatos - conclusionYour helpdesk staff might be the first to realize that an employee has downloaded a virus or malware, fallen for a phishing scam, or clicked on malicious links on the internet.


It also may be that these types of incidents are happening somewhat regularly within your organization. 


If this is the case you may find that security awareness training needs to be rolled out within your organization so your employees know how to identify a cyber threat and know what to do to keep your digital assets safe. 



  • Increasing unreliability of systems, providers, or vendors, How to Use Helpdesk Incidents to Identify Problems 


Has your internet service provider had more outages than usual in the last month that has stopped employees from sending and receiving emails? Has your server crashed? More than once? Has some software suddenly developed a glitch after a patch or upgrade? 


If you notice these patterns in the calls to the helpdesk it can help you to determine whether your organization needs to upgrade equipment, escalate issues to vendor support, or shop around for more reliable providers.


Creative Uses for the Scrolling Ticker

Creative Uses for the Scrolling Ticker. One of DeskAlerts’ popular features is the scrolling ticker function where you are able to scroll a band of text along a section of your employees’ computer screens that appears in a way that’s similar to the ticker tape that goes along the bottom of the screen on news and current affairs television programs.


Innatos - people workingThese appear on employees’ screens in an eye-catching way, and they are able to click on the headline or text you have sent them to find out more information.


More traditional methods of internal communication may not have the “cut through” and reach that a scrolling ticker can offer you, putting the information quite literally under your employees’ noses. Scrolling tickers will appear on the employees’ screens in a deliberately disruptive way, no matter what other software or application they are using at the time.


Creative Uses for the Scrolling Ticker. The information that you send employees is completely up to you and you are only limited by your own imagination. Some of the things you can scroll include:


  • Your company’s latest corporate news, announcements, and media releases.
  • Links to external and internal newsletters once they have gone live.
  • Information about new policies and procedures or resources.
  • News headlines about topics that are relevant to the industry you work in.
  • Information about what your competitors are doing.
  • Provide information about any IT issues such as system statuses, outages, and expected resolution time for known issues.
  • Information about any legislative or other regulatory requirements that have changed or need more awareness.
  • Internal awareness-raising of different teams and departments within your organization and how they can help other teams, such as marketing, communications, IT, HR, finance, legal, sales, and so on.
  • Making employees aware of important content that resides on your internet or intranet sites.
  • Fun facts and trivia about your organization or industry.
  • Hints and tips about wellbeing such as the importance of taking regular breaks, being aware of stress, leaving work on time, etc.
  • Hints and tips on workplace health and safety requirements.
  • Reminders about emergency procedures such as where to evacuate in the event of a fire.
  • Hints and tips on internet security and the types of cyber threats that employees should be vigilant about.
  • Reminders about important upcoming events your organization is holding.
  • Reminders about key dates such as deadlines, special days that need to be observed, holidays, closures, and so on.
  • News about staff social activities.
  • Recognizing teams or individuals that have been working above and beyond.
  • Links to video content.
  • To deliver micro or “burst” learning opportunities to your employees.
  • To send specific information to different groups of people that’s relevant to their work.
  • To deliver emergency communications and warnings – for example, if you know there are going to be severe storms or forest fires in your area or there is a major situation in your city such as a terror attack.

Benefits of the DeskAlerts Mobile App

Benefits of the DeskAlerts Mobile App. When you build a strong internal culture within your organization, you’re putting down rock-solid foundations that you can build the rest of your business around. Without a stable foundation, things can collapse or fall apart fairly quickly.


Good internal communication practices are critical to ensuring everyone on your team have the information they need to work towards the same goals. This means when there is important corporate news, new initiatives and projects, new products, new targets, customer service standards, changes to the regulatory environment you work in, new competitors and other threats or unforeseen problems that arise, everyone can be on the same page and understand their role in it.


Miscommunication or lack of communication can cause problems when there is lack of clarity and a lack of direction. This can spill over to affect your clients and other stakeholders and how they perceive your business. Improved communication internally can solve this, and can also boost employee engagement and staff retention rates.


Internal communication is, of course, a two-way street and shouldn’t just be a top-down management to employee approach. Employees too should have a way of giving input and communicating with their employer. When employees are given the opportunity to see that their ideas matter, they feel more valued. Happy employees are often around 12 per cent more productive than unhappy ones.


The changing work environment


In a traditional workplace, communicating with employees is much straighter forward. If everyone is working from the one office building, working 9-5, finding ways to communicate with them is not overly challenging.


Modern organizations, however, don’t always work this way and the ways that employees work, if not accounted for, can lead to many people feeling disconnected and isolated from their employer.


Your company may be a multinational with offices spread in different cities around the globe, in different time zones, speaking different languages. Or perhaps you just have them in different cities around your country.


Flexible working arrangements for people seeking more work/life balance and the way technology has changed our lives mean many people work remotely from home (or on the beach, or in coffee shops) and don’t actually work from a traditional office environment.


Some occupations might mean that many employees are out on the road all the time and spend little-to-no time in the office in front of a computer. Or perhaps the workplace itself is a retail outlet or café or building site where employees don’t access email on their computers all day long. How do you reach these employees to ensure that they are kept in the loop with your corporate communications efforts?


DeskAlerts can help


DeskAlerts is an innovative internal communications solution that is revolutionizing the way many companies around the globe communicate with their employees.


Innatos - menThe foundation of the DeskAlerts system is sending pop-up notifications to employees’ desktop computers to ensure that they never miss any important company information.


But when you have workforces working remotely or on the field or not using computers at all as part of their jobs, reaching these people still poses a challenge.


DeskAlerts developed an app for smartphones and tablets to specifically address this issue, closing the loop and ensuring that these employees receive all the same information that those in an office getting pop-up notifications on their computer screens would get.


The app is available from both the Google Play and App stores and works on Android and iOS devices. Employees who have it installed on their devices receive the DeskAlerts messages in the form of “push notifications” that appear on their screens letting them know there is a new message.


No matter what the time zone is that your employee is working in, no matter if they are on the road, in a coffee shop, sitting in an airport waiting for the next flight, working from home, or working on a building site you should be able to reach them so long as they are connected to the internet.


Many of the benefits of using DeskAlerts on desktops translate to using the smartphone app. including:


  • Being able to deliver rich content including video, images and HTML links to read further information.
  • Sending to targeted groups of users, for example employees who work on a particular project or employees located in a particular geographic region.
  • The ability to get out time-sensitive, critical information to everyone who needs to know about it to alert them to a major issue or emergency situation very quickly, at the push of a button.
  • Sending RSVPs to important corporate events or training and getting information in return, such as dietary requirements or suggestions of alternative dates, from the invitees.
  • Sending surveys, quizzes and polls for a variety of purposes – from measuring staff satisfaction and engagement through to finding out how much information they have retained from a recent training exercise.
  • Sending internal newsletters.

How it works


Innatos - Benefits of the DeskAlerts Mobile App - peopleDeskAlerts is powered by a user dashboard where you create messages to send to your employees. When creating new messages, the administrator can select to deliver them via push notification to those employees who have downloaded and installed the app.


Messages are then simultaneously sent to desktop computers and to the smartphones and tablets of those who have the app installed.


Any messages you send to the employees who have the smartphone app will adapt to the specific screen it is being viewed on and will be fully visible displaying both text and pictures as well as titles and logos. There is also a confirmation button that the user must press.


If you want to check to see who has seen your messages, you can quickly and easily do this through a statistics module in the DeskAlerts dashboard which will show which alerts have been received and confirmed and by whom.


Top Workplace Safety Hazards

Top Workplace Safety Hazards. You don’t need to have employees operating dangerous and/or heavy machinery or working at great heights to put their own safety at risk – there are issues that can arise in any industry, in any workplace setting.


Innatos - people workingAs an employer, you have a legal and moral obligation to provide safe working conditions to your employees.


In return, your employees also have an obligation to follow safe working practices and to report any risks or hazards that they identify in the workplace.


Once hazards and risks have been identified they need to be assessed and controlled.


Top Workplace Safety Hazards. These are some of the most common issues found in workplaces. You can use DeskAlerts to raise awareness of these issues and teach your employees how to avoid them.


  • Innatos - Top Workplace Safety Hazards - peopleClutter that blocks fire exits, aisles, and emergency exits meaning that if you have to evacuate in a hurry, your employees will not be able to do so safely.
  • Safety equipment not used or faulty – different jobs have different requirements and may need safety equipment such as hardhats, face masks, earmuffs, safety goggles, etc to be worn. Sometimes these are not available at all, or maybe broken or not fit an employee correctly, rendering them useless.
  • Exposure to chemicals. Health hazards can arise when employees are exposed to fumes, gases, liquids, solids, dust, corrosive, and vapors from any chemicals used in your business. You don’t have to be working in a scientific lab or manufacturing concern for chemicals to be a problem either… they can be found in many work environments, and chemical exposure can come from things like pest control and cleaning products.
  • Slippery floors. Your marble lobby or the concrete floors of your retail shop could become slippery when wet. This might be an accidental spill, or after the floors have been mopped.
  • Tripping hazards. No matter what work environment you operate in, work areas should be free from obstacles and tripping hazards, including cords, boxes, and other items that get in peoples’ way.
  • Overuse of extension cords. If you have an extension cord plugged into an extension cord (sometimes known as ‘daisy-chaining”) or have many outlets with multiple power strips, you may be creating a situation where employees could suffer electric shocks or even electrocution.
  • Repetitive use injuries. When the same actions are repeated throughout the day, the employee is at risk of a repetitive use injury acquired to the part of the body that they are using over and over again. There should be regular and adequate breaks from the activity during the day to prevent this.
  • Hazards not properly labeled. When there is a known issue – whether it’s the presence of a chemical or exposed wires, you need to put up proper signage and take other measures to ensure that your employees can quickly be aware of it and can avoid contact with the hazard.
  • Driving. Whether you have employees on the road all day or ones who take a company car on occasion, they need to be sober and drug-free, not fatigued and drive safely and responsibly at all times.


How to Create an IT Budget

How to Create an IT Budget. So it’s time to prepare a budget for your IT department. Perhaps this is the first time to do it, or maybe it’s an annual task that you dread.


The main aim is to cover everything that is essential, while also avoiding any really expensive surprises in the mix.


Innatos - How to Create an IT Budget - computerIdeally, you should begin planning your IT budget a good six months in advance of when it needs to be finalized.


It’s important that you consider the long-term needs of your organization that have been identified by other leaders in the company. Your leadership team should map out what they will need in terms of technology and support over the next year in order to deliver their projects and other priorities.


It’s also a good idea to look at what other businesses that are similar in size to yours are spending on information technology annually. When you need to justify the expenses to other leaders in your company you can show what is “normal” and also set expectations when others may think that the IT department can deliver over and above when the funding just isn’t there for that.


Comprehensively review last year’s budget and work out what you have that you can carry over and what you are going to need. Are there areas where money was wasted? Can you make savings? Can you reallocate and divert funds elsewhere? Track and review all of your assets. Are there things that are going to need replacing or upgrading within the next 12 months? Budgeting can sometimes feel like a big game of financial Tetris where you try to make everything fit.


This is also an opportunity to look at your wish list: is there anything you really want for your department that you’ve gone without until now? It can’t hurt to make a business case for it and to ask for funding or to really look at your overall budget and cut things that aren’t essential to get your wish list items instead.


Also, look at innovating and funding things that will help the IT department to do its job more easily. For example, consider investing in DeskAlerts to inform your employees during IT outages. This is a cost-effective investment that more than pays for itself in the time saved by preventing unnecessary calls to your IT help desk.


Innatos - personas escribiendoWhen you are creating your IT budget you should ensure that you allocate money for:


  • General business needs.
  • Specific project IT requirements.
  • Routine maintenance of systems.
  • Replacement costs of systems.
  • Equipment upgrades.
  • Licenses for hardware and software.
  • Warranties.
  • Unexpected system failures.
  • Support and maintenance.
  • Hardware – including any ongoing hardware support and additional equipment that you plan on purchasing.
  • Software – including any ongoing software contracts.
  • Cloud services and data storage.
  • Backup and disaster recovery.
  • Internet and intranet hosting.
  • Training.
  • Consultants.
  • In-house staff.
  • Recruitment costs.
  • Insurance.
  • Budget to offset any unforeseen emergency events.


5 Top Tricks for Internet Security

The global cost of cybercrime damage is tipped to hit $6 trillion annually by 2021 according to Cybersecurity Ventures. 5 Top Tricks for Internet Security. With this in mind, it’s important that you understand the risks to your business and take precautions to protect it from the ever-changing, ever-evolving threats posed by cybercriminals when it comes to internet security.   



According to Price Waterhouse Coopers, cybercrime was the second most reported crime globally in 2016. The UK’s National Crime Agency says that cybercrime now accounts for more than 50 percent of all crime carried out in that country. And a University of Maryland study found that there is a cyber-attack somewhere in the world on average every 39 seconds!


You can’t afford not to act to keep your business safe. These are some of the top tricks for internet safety you should deploy immediately:


  • Secure mobile devices, 5 Top Tricks for Internet Security


Innatos - 5 Top Tricks for Internet Security- peopleCybercriminals don’t just target desktop or laptop computers.


Mobile devices such as smartphones and tablets can be vulnerable in a number of ways.


It’s advisable to turn on any security features on each device.


Best practice password and identification protocols should also be followed, and Bluetooth should be left turned off.


  • Use different passwords


Using the same password on every website you need to create an account for leaves you vulnerable should your details be compromised on just one website.


It’s important to use strong and unique passwords for every site. Using a password manager can help you to keep track of all your different passwords. Always use a strong mix of characters and never share your password or write it down.


  • Train your employees, 5 Top Tricks for Internet Security


Employees are often the weakest link and account for most data breaches. Teaching your employees to be vigilant and creating a culture of IT security can help to keep your systems safe.


Devise and deliver ongoing education campaigns to ensure that internet security is front-of-mind. For example, you can use DeskAlerts to send hints and tips and even pop quizzes on internet security straight to your employees’ desktops via pop-up notifications.


  • Keep computers secure


people - innatosSome of the most common threats on the internet include viruses, worms, malware, and ransomware. They can come into your machines in a variety of ways, but the best way to keep them out is to have anti-virus software and anti-spyware software installed and ensure that definitions are up-to-date.


You should also use firewalls, and ensure all software that connects to the internet is up-to-date. Software vendors release patches when there are known exploits that criminals are using to gain access to IT systems.


  • Beware of public Wi-Fi, 5 Top Tricks for Internet Security


When your employees use public Wi-Fi to connect to their company devices they run the risk of sensitive information being accessed by criminals and falling into the wrong hands.


The most preferable way to access the internet should be via VPN.

How to Build Your IT Department’s Reputation

Quite often other areas of the business have a negative perception of the IT department and the staff who work within it, considering them to be inflexible, unhelpful, obstructive, and rude. Learn How to Build Your IT Department’s Reputation. 


The IT department can often suffer from what is known as an “outsider reputation” where the employees who work in this aspect of your company’s business see themselves as IT professionals and not employees of the industry that your company operates in.


This in turn can lead people who work in other aspects of the business to view the IT department not as colleagues but as a service provider.


It can be quite frustrating to see that your hardworking team is taken for granted and even treated dismissively by their peers – and that they aren’t recognized for the valuable contribution they provide to ensuring the success of your company.


If this is the case, it might be time to prepare a strategy to build your IT department’s reputation within your company.


This can be achieved in the following ways:


  • Market the IT department to other departments in the company, How to Build Your IT Department’s Reputation 


Many departments are guilty of operating in “silos” where they don’t communicate efficiently and effectively with other teams and share knowledge.


How well do other parts of your organization understand the different services that your IT department is able to provide, as well as the skills, expertise, and talent available from the members of your IT team?


How to Build Your IT Department’s Reputation. It’s quite likely that your talents and abilities are severely underestimated by your peers. Marketing the IT department within your organization and ensuring other teams are aware of all your capabilities can help others to see your department in a new light.


  • Make communication with the organization a priority


Outside of the overall marketing of the IT department’s services, every single team member should commit to excellence in communication and improving how this is done at every opportunity.


This means that when jobs are allocated, the team member who is working on a task should keep the internal clients fully appraised of work in progress. How to Build Your IT Department’s Reputation. People like to be reassured that their problem is being taken seriously and to know what the status is of any requests they have made.


Innatos - people wWhen communication doesn’t flow well at this level it can lead to mistrust and negative perceptions taking hold.


Other ways of improving communication include giving plenty of notice when there are scheduled outages. A great tool to communicate with all employees is DeskAlerts which sends pop-up notifications to computer screens and delivers information no matter what other software or application is in use at the time.


This is a great way of ensuring that important information is delivered. Quite often when messages are sent via email they can be ignored or missed in inboxes that are heaving with too many messages. Even if the IT department has sent a message this way if it has been missed by an employee who was relying on the systems being available they can unjustifiably feel as though they have been inconvenienced and kept in the dark.


  • Take the time to really listen and understand your clients’ needs, How to Build Your IT Department’s Reputation


IT departments are staffed by IT professionals who have skills that are transferable across different companies in different industries.


But every company is unique and has its own specific needs when it comes to information technology, and there really is no one-size-fits-all approach. Company A may rely much more on specific types of software than Company B, while Company C may have its own unique hardware requirements.


For your IT department to really flourish within the organization and to be seen as a bedrock, it’s essential that your team gets to know the company’s objectives and how IT is used to deliver them.


This includes understanding which software applications are the most critical, getting an understanding of how employees elsewhere in the company work on a day-to-day basis, what IT functions impact the most on customers and other stakeholders, which times of year are busiest when project deadlines are, and so on.


By getting a solid understanding of the organization and its specific needs, the IT department can tailor appropriate solutions and be appropriately responsive when things go awry.


  • Participate in company activities


Innatos - How to Build Your IT Department’s Reputation - peopleIt might be a stereotype that IT departments are staffed by introverts who don’t like to participate in group activities.


Whether there is truth to this stereotype in your company or not, you should endeavor to smash the stereotype by getting involved in organization-wide team activities.


This might be competitions where teams challenge other teams socially or to meet targets corporately. It may be lunches, dinners, or other social functions, celebrations, rewards, and recognition activities. Whatever the event, by participating you are showing the rest of the organization that your IT department is part of the team, not a separate entity.


  • Have a good attitude


It can feel downright painful when having to explain something that seems relatively straightforward to people who just don’t seem to “get it”. However being rude, condescending, belittling, or even making jokes at that person’s expense is not a good way to improve the reputation of the IT department – all it will do is continue to paint the employees who work in that team in a negative light and perpetuate negative stereotypes.


Encourage your staff to be friendly, approachable, and display empathy. After all your staff may know all there is to know about how IT works in your company, but they probably wouldn’t know other roles inside out. Imagine how they would feel if the shoe was on the other foot?


When you are recruiting to fill IT roles you should actually place just as much weight on these “soft skills” as you do on technical expertise. Having employees who display the right mix of both will help to win over other parts of your organization.

How Company Culture Affects the Level of Employee Turnover

How Company Culture Affects the Level of Employee Turnover. How committed your employees are to your organization and helping it to achieve its goals can be directly linked to the workplace culture that your company provides.


When you have high levels of staff turnover your company loses on many fronts. You lose your best talent to your competition. Levels of corporate knowledge are depleted. Relationships with internal and external stakeholders are fractured. And you have to also bear the costs associated with recruitment every time you replace a staff member.


Innatos - people workingThere is mounting evidence to show that companies that perform well financially are also rated favorably by their employees when it comes to the company’s culture and ethos. In fact, a recent report by Breathe HR found that one-third of British employees quit their jobs because of a poor workplace culture.


That report also found that poor workplace culture costs the UK economy £23.6 billion (US $30 billion) every year. And that’s just one country!


Companies that experience a high staff turnover quite often have a poor workplace culture at its heart. If you can’t fix the culture, you will have a cycle that’s doomed to keep repeating itself – your best talent will inevitably leave and go work somewhere else.


A poor company culture includes:


  • Poor internal communication


Employees who feel as though they don’t know what is expected of them and who don’t understand what the organization’s goals are are less likely to be engaged and perform well compared to those who do.


If your company isn’t communicating well – whether it’s management talking to staff, staff talking to management, teams talking to other teams, or peers talking to peers – you have a problem. Consider implementing an internal communications strategy and overhauling the channels you use, for example, deploying DeskAlerts, to keep your employees in the loop.


  • Bad managers, How Company Culture Affects the Level of Employee Turnover


Innatos - How Company Culture Affects the Level of Employee Turnover - titleUnfortunately, many managers have no leadership skills and poor people skills.


They are promoted to management positions because of their expertise in their field, but that doesn’t automatically make them good people managers.


Examples of bad managers include micromanaging, overloading people with too much work, not valuing the contribution of skilled professionals, failing to recognize good work, cronyism, bullying, harassment and not giving advice and directions when employees really need it.


  • Office gossip


Humans do enjoy gossiping about one another – and in any context, especially in the workplace, it is negative, damaging, and downright toxic.


People who have been the subject of office gossip feel hurt by it and lose trust and respect for their peers.


  • Lack of flexibility, How Company Culture Affects the Level of Employee Turnover


These days employees crave work/life balance, and offering flexible working conditions is seen as a great way to attract top employees.


Unfortunately, many companies promise the earth… on paper. But when it comes to implementing these flexible policies it can be up to the discretion of an inflexible manager. Or the policies are only ever lip-service in the first place.


Flexibility should also not be an excuse to overload employees with more work than they could possibly ever fit in their working week with the expectation they’ll finish it in their own time at home later on.