By Dennis Jones
Sure, everybody expects to be connected, wherever they are, especially in an office. But when office connectivity breaks down, is it really the end of the world? At least, that’s how the Krempe IT admin thought, as he saw another work day range into its eleventh hour. Like always, the culprit: bad office connectivity.
There seemed to be structural flaws with connectivity management at Krempe, but what was this particular IT admin supposed to do about it? It’s pretty hard re-imagining and re-plotting whole systems when you spend your days responding to help tickets.
And boy, were those tickets tediously predictable: in-building cellular coverage was terrible, and that was unacceptable for a company with a strong BYOD program (“Why not blame the carriers,” he thought). The way Krempe employees talked—and, of course, the Millennials were the worst—you’d think that being offline cost them hours of productivity, peace of mind and endangered the company’s reputation. Blah, blah, blah.
Granted, when he couldn’t connect, he felt less productive, more stressed, less engaged. To boot, he knew it would create a snowball effect, so soon enough he’d be getting another help ticket about office connectivity challenges.
Increasingly, he also blamed his own IT organization, which seemed unable to keep up with company’s mobile connectivity needs. I guess that’s why the company had such a significant engagement problem—actually, hold that thought…