I received a curious question from a client last year after being engaged by the company for communications technology consultancy services. We were there to assist in designing the company's network infrastructure, redundancy, and business continuity plans. We discussed their Wi-Fi coverage, cellular usage and needs, PRI contractual commitments, and features of their phone system. And after all the discussion, I got a polite but perplexed look from them, asking this question: "Tell me again why I need a desk phone?"
And I thought, "Wait a minute...this is a GOOD question."
Who Doesn't Want a Desk Phone?!
Combined, Millennials and Generation Z make up about 40% of the U.S. workforce. The youngest Boomer was 53 years old in 2017. Clearly, the workforce is changing, and with that change comes technology adaption.
According to an infographic put together by Citrix ShareFile, Millennials want technology, collaboration, and a good balance of work/life, among other things. Permitting these employees to use their personal smartphones, or even tablets and laptops, allows for flexibility in the workplace, team collaboration (with the right platforms for communication), and even greater productivity since work is not confined to 8-5 in the office.
How Did We Get Here?
Younger staff are questioning why they should have a desk phone at all. The smaller, and thus more mobile, organizations don't even buy desk phones in the first place. Here's some follow-up questions that Millennials ask around this issue:
Over 95% of American adults have a cell phone (77% smartphone), and everybody wants options. Communications technology continues to go through significant changes. Make sure you are adapting, too.
Over the past 10 years the consumer market has had a strong influence on the workplace. It used to be the other way around. Remember when everyone started canceling their land lines at home? Then employees wanted to use their own smartphones instead of carrying two -- one for business and the other for personal use. This brought on the BYOD (bring your own device) movement.
Technology decisions are no longer pushed from corporate or IT; instead, businesses are listening to staff who want more flexible working conditions. Those organizations that don't comply lose these employees to competitors who do give options.
Is It a Good Idea?
When staff want to use their devices (smartphones and tablets) instead of desktops and desk phones, can your IT department say yes? That is to say, can IT give staff a device (or let them BYOD) and login so they can download the mobile UC app for business communication?
This flexible approach seems to make financial sense, since businesses won't have to purchase desk phones. Even more so, organizations that allow employees to use their own devices won't have to pay for those either.
What Has to Happen to Pull This Off?
Keep in mind we are NOT talking about removing phone systems or hosted VoIP service; we're just talking about the physical phones on the desk. And we are also not talking about allowing employees to use whatever platform they please for communication and collaboration (Slack, Facetime, WhatsApp, etc.). Still, this "ridding of the desk phones" causes some head scratching for IT staff, who have their own questions:
Of course, you must consider alternative factors too:
And finally, there's the nontechnical factors to keep in mind:
Technology changes are exciting and scary at the same time. And wireless devices are changing our society like we've never seen before. Technology staff need to weigh the pros and cons of adaptability, security, and project priorities. However, you can be sure this question isn't going away soon.
"SCTC Perspectives" is written by members of the Society of Communications Technology Consultants, an international organization of independent information and communications technology professionals serving clients in all business sectors and government worldwide.
