Remote work has been a tempting prospect since technology enabled the same at the turn of the millennium. Many companies have, over the years, developed successful remote work models. The COVID-19 pandemic gave a turbo boost to remote work and ended any lethargy on this front. The stay-at-home mandates at the start of the pandemic led to companies scrambling to set up work-from-home models. Soon, a hybrid model evolved, where employees commute to the office on a need basis and work from home the rest of the time. A 2021 McKinsey survey reveals that nine out of 10 companies are transitioning to a hybrid work-from-home model.

But transitioning to a hybrid model is not easy. Technology was available to transition to hybrid work even before the COVID-19 pandemic. But most companies refrained from hybrid models owing to the many challenges and disruptions they cause. Here is a blueprint for an effective hybrid work model.

1. Draw up a clear hybrid work model upfront

At its core, a hybrid work arrangement details when, where, and how employees work on-site and off-site. A comprehensive hybrid work policy encompasses remote and flexible work arrangements. 

Typical work contracts expect the employee to be present at the workplace. A hybrid work policy outlines employee responsibilities without physical presence at the office.

Most companies do not have a clear strategy, processes, or documentation to enable remote or hybrid work. The lack of a clear-cut hybrid work policy creates ambiguities and makes employees anxious. Managers start to make subjective interpretations and decisions. The ensuing inconsistency opens up a can of worms that leads to inefficiencies and employee discontent. 

Design remote work policies that 

• Clarifies core office hours and specific days when remote employees have to log in or commute to the office, as applicable. 
• Offers clear guidelines on remote working, especially communications expectations.
• Describes best practices around employees’ work.
• Details the legal rights of remote workers.
• Lay down methods of collaboration, communication, record-keeping, reporting, file transfers, and other administrative nuances.
• Specifies the mandatory and optional technology for off-site and on-site employees. For instance, remote work employees may have to install a time and activity logger to enable manager’s track work output. 
• Sets expectations on work practices during online work. For instance, employees may have to turn the camera on during virtual meetings.
• Stipulates performance management and appraisal methods. Using the same metrics as on-site workers often does not work since remote work has different performance indicators.
• Revise overtime policies to factor in remote work. Remote workers often tend to work extra. Some companies expect such extra work instead of the time saved for the commute. 
• Make explicit if remote workers get any extra benefits or perks, or vice-versa. 

The best remote work policies are flexible. Functional teams get the freedom to make changes as per their situational exigencies. But frequent changes create ambiguities that lead to employee discontent and burnout. 

2. Provision the technology

The success of hybrid work depends on technology. Collaboration becomes the constant to connect everyone, whether working from the home, office, field, or on the move.

The onus is on the enterprise to provide the tools for seamless hybrid work, especially collaboration tools. For instance, a remote employee unable to do a task because of inaccessible resources is a disaster.

Have clarity on

• The software for remote employees to communicate with co-workers. Especially specify the tools for instant messaging, video calls, and meetings.
• Tools to access company resources, such as CRM, field service management suite, and other apps.
• Other mandatory tools for remote workers, such as time-tracking and security-related tools. 
• Supporting hardware, such as cameras and printers, to complete a functional home or remote office.
• Policy on the internet connection, including whether to login using secure VPNs.

3. Mitigate risk

The objective of any business is to stay in business. Allowing hybrid work for the sake of idealism or because everyone else is doing it will not work if it subverts the business. Make sure the hybrid work policy supports business goals and mitigates risks.

• Define positions and employees eligible for hybrid work. Hybrid working is not a choice available for employees. For instance, field agents can’t work from home. 
• Even when the position is eligible for hybrid work, define the eligibility criteria for employees to work from home. A clear-cut equitable policy eliminates discontent.
• Clarify business expectations to the employees involved in hybrid work. Ensure the hybrid work arrangement does not dilute focus from the business goals and objectives. 
• Set clear, results-oriented goals for each role or department, with deadlines. 
• Ensure all stakeholders, including the employees, support staff, IT team, and others, know what is allowed and not allowed.
• Strengthen documentation and be proactive with internal communications. 
• Check the quality of remote work. Hold one-on-one meetings or have a regular feedback mechanism in place.

4. Overhaul business processes and workflows

Hybrid work requires changes in work processes. Traditional office work is control focused, where managers enforce constant supervision. In many workplaces, managers also control information flow. The hybrid work environment depends on trust, transparency, and empowerment. Managers must trust employees to do their work without supervision and empower them.

Success depends on integrating hybrid working into the routine work process.

• Promote a culture of openness and transparency to facilitate open information-sharing. Without transparency, remote workers cannot access information to do their job.
• Have data control policies to safeguard sensitive information even while enabling transparency. Have access controls in place and ensure traceability for sensitive information. 
• Shift leadership style from the traditional supervisory model to the servant leadership approach.
• Have rigid security protocols, such as VPNs. Remote work increases security risks as users access the network from unsecured public networks. Mitigating such risks requires adherence to specific procedures.
• Document the procedures for client kickoff meetings, department meetings, and other meetings. 
• Have clarity on employee development activities, training, and other activities taken for granted. 
• Promote non-work initiatives, such as virtual coffee sessions, to promote remote worker bonding. 

Hybrid working goes beyond having some people in the office and others working from home. Successful remote-first principles focus on how people work more than where people work. It redefines the way of work, with greater trust in individual responsibility and collaboration.