Remote working practices, techniques and resources

1. Set clear expectations

Clarify remote working requirements

When remote employees are physically distant and working independently, it's critical to clarify performance requirements and expectations to make sure your business continues to operate smoothly.

Employees will need to:

• understand what is expected of them in a fully remote working environment
• know how and when to communicate with their team and managers
• know how to manage any challenges that may arise.

Developing and accessing documentation

Employers should:

• work with employees to develop a remote working policy that outlines shared responsibilities and expectations
• host this information on an accessible online database so employees can access them as needed
• consider using cloud based platforms and storage options for the business.

Read more about:

• developing a flexible work policy
• key features of a flexible working policy and download the employee application form (adapt to your requirements)
• what questions to ask when considering remote working arrangements
• developing business policies, processes and procedures
• cloud computing for business.

Outline communication expectations

When developing your remote working policy:

• define and record how you will contact your employees (i.e. the frequency, method and timing)
  • add this to your remote working policy's communications plan (i.e. develop a communications plan to work in conjunction with your policy)
  • communicate these expectations to new employees during their onboarding/induction session
  • develop processes for existing employees who are transitioning to working remotely
• save your remote working policy/communications plan in an accessible online location and advise everyone involved. Also include in each employee's performance agreement plan.
• remember to regularly review and update your remote working policy and communications plan (e.g. when circumstances change, annually).
• clearly define the expected outputs and performance goals for your remote workers in their individual performance agreement.

Define performance expectations

• Clearly define the expected outputs and performance goals for your remote workers in their performance agreement plan.
• Consider implementing a results-based framework where an employee's performance is measured based on transparent criteria and quantifiable results:
  • performance criteria should be designed with employees and serve as a guide towards your business's objectives
  • develop a performance agreement plan based on the results-based framework and have all parties acknowledge it by signing the document.
• Monitor remote employees' work regularly based on the established criteria and provide feedback on their performance – update their performance agreement as required.
• Complete the Fair Work Ombudsman's Managing performance online course and use the performance agreement template to promote employee good performance and address any under performance identified.

Resources and tools

• Learn more about managing employee performance.
• Refer to 3. Managing employee performance for more information and resources.

Results based framework

Use a Results based Framework (RBF) management tool to identify, measure, and monitor the outcomes and impacts of a program or project.

Learn more about the framework:

2. Use technology

Digital technology is critical for working with remote teams. Both employers and employees need to have access to suitable digital tools to help maximise efficiency, communication and visibility in the remote work environment.

Using the right tools to work remotely

Consider the following tools.

Technology, use:

• laptops
• tablets
• smartphones
• secure remote access to work systems.

Communication platforms, use:

• video conferencing and instant messaging (e.g. Microsoft Teams)
• email and shared electronic calendars (e.g. Microsoft Outlook)
• note taking software to store, distribute notes and information (e.g. One Note, Microsoft Word Online).

Project management software to create and distribute tasks, monitor, visualise, and communicate team and members’ performance regularly (e.g. Jira)

Accessible online databases to digitally store data securely and make accessible to workers. Consider using document sharing/cloud storage services (e.g. Microsoft OneDrive, cloud storage solutions).

Cyber security – ensure you have an appropriate level of security when using communication tools and online services. Provide basic cyber security training to managers and remote workers through workshops or online resources.

Tools and resources

• Find technology tools that support remote working – Australian Government.
• Read about how to stay safe online – Australian Government.
• Learn about online risks and IT security, including cyber security, legal obligations for online businesses, IT threats and managing information technology risk.
• Use our digital health check to assess your digital strengths and identify new opportunities.
• Learn more about digital business and IT.
• Read more about cyber security and protecting your online business activities.

3. Manage employee performance

In contrast to office-based work, employers need to adopt new ways to monitor and manage the performance of remote teams.

Performance monitoring

Employers should:

• plan what method of performance monitoring will be used and communicate this to remote workers
• keep track of employee's task progress and outputs regularly (e.g. hold daily stand-up meetings, use project management software, conduct quality audits of employee delivered products and services)
• avoid micro-managing remote employees (e.g. using invasive methods such as mouse or eye trackers, frequently checking on non-critical work) as this can adversely affect employee performance and reduce trust in you and your business.

Tools and resources

• Complete the Fair Work Ombudsman's Managing performance online course and use the performance agreement template to promote employee good performance and address under performance.
• Use technology tools (e.g. cloud storage) to review deliverables, leave comments, share files etc.
• Refer to 2. Use technology for more tools and resources.

Performance reviews

Employees working remotely should be reviewed regularly to ensure they continue to meet the business and the employee's needs. You can do this by:

• scheduling remote working arrangement reviews regularly (e.g. 3 or 6 monthly) to discuss the arrangement and make necessary adjustments
• noting any issues that arise and discuss with the worker at their next review
• discussing the arrangement during their yearly performance development plan.

Resources and tools

Learn more about:

• how to review remote working arrangements
• managing staff performance including preparing/conducting staff reviews and dealing with underperformance
• managing performance and warnings and managing employee performance – Fair Work Ombudsman
• staff satisfaction, engagement and retention
• how to find technology tools that support remote working – Australian Government.

4. Improve communication

In a remote working team, traditional communication is challenging because of the physical separation. You will need to adapt to a new remote working environment by selecting and using the right online platforms.

Learn how to develop a digital strategy and introduce new technologies.

Identify communication platforms

• Identify what your communication requirements are and then match those to the best platforms, including email, face-to-face and video conferencing.
• Find technology tools that support remote working – Australian Government
• Refer to 2. Use technology for more communication tools and resources.

Provide communication training

Provide training to enhance team members' communication skills in a remote work environment

• hold brainstorming sessions, conduct skill gap analysis and use performance reviews to identify communication gaps in your business
• use free online resources to train your employees.

Resources and tools

• Take remote working communication online courses from LinkedIn (or login to get free access via State Library of Queensland's LinkedIn Learning).
• Read more about training and developing staff.
• Find out about workforce planning, including skill gap analysis.

Hold effective team meetings

• Adaptable meeting formats – use a mix of face-to-face and digital meeting technologies to include all team members, regardless of their location.
• Define meeting protocols – establish clear meeting purposes, define roles and predefine your meeting protocols, for example:
  • develop and distribute your meeting agenda 24-hours before the meeting is due to start
  • set behaviour expectations from attendees (e.g. no interrupting, use the 'raise hand' online function, follow the agenda)
  • allow your managers (or assign a team member) to control the direction of meetings, time management, and meeting length to maintain efficiency.

Resources and tools

• Take the leading virtual meetings online course from LinkedIn (or login to get free access via State Library of Queensland's LinkedIn Learning).
• Refer to 2. Use technology for more communication resources and tools.

Schedule regular communications

• Structure daily check-ins – create a routine where you set up a daily online team meeting for employees so they can discuss issues, give brief updates on their work progress and barriers, celebrate successes, and voice any concerns.
• Social interactions – create opportunities for social interaction among team members (e.g. informal catchups at the start of online meetings, icebreakers before regular team meetings or virtual social events).

Resources and tools

• Refer to 2. Use technology for information about communication platforms, resources and tools.

Provide support

• Provide a safe, secure, and anonymous communications and complaints channel for your employees.
• Handle employees' grievances in a timely manner.
• Regularly engage in open communication with employees.
• Give emotional support by recognising and acknowledging employees' wellbeing and challenges, and offer encouragement and help where appropriate.

Resources and tools

• Read about the mental health and wellbeing support available for you and your employees.
• Survey tools – use a survey platform so your employees can communicate anonymously (e.g. SurveyMonkey)
• Refer to 2. Use technology for information about communication platforms, resources and tools.

5. Build trust

Trust is needed for remote work to function well in your business. In remote working, managers should be reasonable in their expectations and believe in their employees' competence and commitment.

Ways to build trust

• Clearly outline performance expectations and tasks required to be completed by using your project management platform so that employees can visually and easily report their progress.
• Schedule transparent and timely two-way communication between employee and manager using various communication and meeting platforms.
• Deliver workshops and training for team members to help empower staff to operate effectively in autonomous situations.
• Avoid micro-managing staff or using invasive surveillance (e.g. mouse or eye trackers) which can reduce trust in you and your business.

Resources and tools

• Take a Building trust online course and view videos from LinkedIn (or login to get free access via the State Library of Queensland's LinkedIn Learning).
• Learn more about managing and leading in a small business.
• Find out about building relationships, mentoring and coaching your staff.
• Refer to 2. Use technology for information about communication platforms and project management resources and tools.

6. Educate yourself and your employees

While remote work is becoming more common due to the recent shift in work dynamics, it's important for business owners/managers to keep up to date with the latest information. This includes your legal obligations and training requirements for both management and employees.

Educate your management team

Educate your team about the benefits of remote working and how to effectively manage these arrangements by:

• providing training and resources (e.g. online learning courses, government website resources)
• understanding your legal obligations for remote and flexible working arrangements. For example, employees may:
  • be eligible to request flexible working arrangements under the National Employment Standards (NES)
  • have extra rights to work remotely when covered by an award or agreement.

Provide information and training for employees

Ensure your employees understand the benefits of remote working by:

• providing access to online training, engaging external providers or developing your own internal training content
• having open discussions with employees (both in person and remotely) about changes in the business, work dynamics, and communication methods
• collaboratively develop solutions that best fit the team by using online meetings and brainstorming sessions.

Resources and tools

• Business Queensland (this website):
  • Managing flexible working arrangements
  • Develop a training and development program
  • Know your legal requirements as a business owner
  • Respectful and inclusive workplaces
• Business.gov.au:
  • Create a work/life balance
  • Staff development and training
• Employment and Jobs (Queensland Government) – Develop a digital workforce
• Fair Work Ombudsman:
  • Online learning centre – online learning courses
  • Workplace flexibility online learning course
  • Flexible work and permanent employment requests
  • Small business showcase – tips, tools and training
• LinkedIn – remote working training online courses (or login to get free access via the State Library of Queensland's LinkedIn Learning)
• Work health and safety compliance and training – Queensland and Australian government resources
• Workplace Gender Equality Agency:
  • Manager flexibility toolkit
  • Employee flexibility toolkit