Call Center
A facility set up to handle a large volume of phone calls, often of the
customer service variety. However, call centers can be limited to either
inbound or outbound calls. For example, some sales operations have inbound-
only call centers using 1-800 technology. Call centers can be centralized or
distributed. The European Commission has supported distributed, local call
centers in order to facilitate access to work sites. Such sites are ideal for
telework.
E-Mail
electronic mail, or written messages that people exchange via computer in
ordinary language. It is created, sent, delivered and read using a specific
software product that must be bought by the user and loaded onto his or her
computer. Microsoft Outlook, Lotus Mail, and Eudora are all e-mail products. E-
mail sent from one person to another on the same LAN or WAN is delivered by the
network itself. E-mail from one network or computer system to another is
delivered via the internet by an INTERNET SERVICE PROVIDER.
Face Time
Time spent at the employer's offices interacting with colleagues, supervisors,
etc. Many employers require regular face time to ensure the teleworker's
integration into company culture and practices.
Firewall
a secure way of setting up a computer network so that users 'outside' the
firewall cannot gain access. For example ABC Company may have an internal
information system (sometimes called an intranet) that everyone in the company
can use to communicate, but no one outside the company can access it because of
the ABC's firewall.
Flexible Work
Denotes a range of working practices defined by employers and documented in
employment policies. Flexible work policies give employees latitude as to how
work will get done. Examples are flexible hours (the policy states a minimum
number of hours to be worked and parameters for when those hours can be);
flexible work location (various permissible work locations are defined); and
flexible work contracts (for example the employee's role may vary within
defined parameters).
Internet
The worldwide networking of separate computer systems and networks into one
"information superhighway". To get around, "browse," or "surf" this complex
interconnection of networks, special software and hardware are needed. The cost
of such equipment would be prohibitive for individuals, or even most companies.
However, a user can gain access to the internet via an Internet Service
Provider(ISP). One cannot get onto the internet simply by buying a computer,
but must also contract with an ISP, usually for a monthly fee. Compuserve, AOL,
Worldnet, MSN, and Mindspring are just a few of the hundreds of ISP's
available.
LAN (Local Area Network)
A group of computers hooked up to operate as a network within a specific
building or on a floor of a building. The largest LAN's can operate among a few
neighboring buildings.
Modem
A device that allows a computer to communicate with another computer by dialing
over telephone lines. Modems may be built into compUters or added onto them as
separate equipment. To get onto the INTERNET, one's computer must dial an ISP's
computer using a modem
Netiquette
The rules of behavior for the Internet and e- mail communications.
Password
A code known only to a specific user, thanks to which he or she can access a
computer network, program, system or file. Usually a word or phrase.
Remote Employees
A term generally used from the management point of view, meaning workers who
are based at a location or locations different from management's location. For
example a plant in Singapore might have remote Purchasing employees in Hong
Kong. This is often the case when the remote employees serve more than one
organizational unit. The Hong Kong Purchasing group might service all of an
American company's Far East operation.
Telecenter
A facility set up for the support of teleworkers; includes both single-company
centers and multi- company facilities. Sometimes set up as a satellite office
by a company, a partnership of companies, or an independent vendor of telework
support.
Teleconference
A meeting held among people at different loca- tions using telecommunications
software that allows meeting attendees to all dial a single number, then talk
among themselves.
Videoconference
A meeting held among people at different loca-tions wherein attendees can both
hear and see one another. It involves a set of hardware and software linked
together, including cameras, microphones, scanners, and television screens at
each attendee location.
Virtual Organization
Workers who belong to separate organizations, and/or operate as independent
contractors, but sometimes work together to accomplish a specific, defined
result. For example, an Environment Engineering firm might create a virtual
orga- nization of engineers, financial analysts, scientists, and information
technologists, all of whom work for other companies or universities, but who
cooperate to deliver specific work to the Environmental Engineering firm on an
as needed basis.
Virtual Team (Distributed Team or Dispsersed Team)
employees from the same or different departments in the same company who work
as a structured team under a designated team leader to accomplish a specific,
defined result. For example, Product Development Managers often pick
individuals from around the company to bring a new idea to market. Those
individuals work on the new product until it is delivered, at which time they
return to their separate department structures, where they have a permanent
organizational home.
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