How Will Performance Appraisal be Different?

There should be no discernable difference between managing the performance of a teleworker and managing the employee who works at the main office. The processes for managing the performance of all employees should include:

• planning work and setting expectations,
• monitoring performance,
• developing employee skills,
• appraising performance, and
• recognizing employees for their accomplishments.

A good supervisor who successfully does these things should have little problem managing teleworkers. Supervisors who do not have good performance management skills will probably be unsuccessful at managing teleworker performance and are probably already unsuccessful at managing employees in general. A telework environment puts the spotlight on the performance management skills of supervisors.

Planning Work and Setting Expectations

Supervisors should use the performance appraisal process and the employee's performance plan to plan work and set expectations. Supervisors and employees should clearly define what the employee is to accomplish and ensure that the performance elements in the employee's performance plan align with and support organizational goals. We recommend that at least part of an employee's performance plan focus on results, such as accomplishments, products, or services provided. Results are especially important to measure for teleworkers since it may be hard for supervisors to observe activities, behaviors, or demonstrated competencies. Performance plans also should include performance standards that are measurable, observable, or at least verifiable. If employees know what they are supposed to do, and how well they are supposed to do it, the supervisor has set the stage for successful performance - whether the employee works inside or outside the office.

Monitoring Performance

Monitoring performance includes measuring performance and providing feedback. In a telework situation (as in any work situation), measuring the results of employee efforts rather than their activities can be more efficient and effective. Quantity, quality, timeliness, and cost-effectiveness are four general measures that supervisors should review. Once supervisors and employees establish performance measures, communicating performance on those measures should be frequent. Employees need feedback on their performance in order to maintain good performance and to improve overall. Because teleworkers are not close at hand to receive quick, informal feedback, supervisors will need to make conscious efforts to give feedback using methods in addition to face-to-face feedback, such as emails, phone calls and faxes.

In addition to supervisors providing feedback, employees need to keep supervisors informed about work progress. This is especially true for teleworkers. Good communications between supervisors and employees are essential for successfully completing work and are especially necessary in a telework environment.

Developing Employee Skills

By using appropriate screening methods as discussed in Chapter 3, employees should already have the skills they need in order to telework successfully. But, as with all other employees, supervisors need to be aware of employee training and developmental needs. Supervisors should compare employee performance to the expectations established in employee performance plans and analyze which developmental opportunities the employee needs to perform successfully or to exceed expectations. In particular, teleworkers and their supervisors should be alert to training and developmental opportunities that work well in teleworking environments, such as distance training or self-study training.

Appraising Performance

Almost all employees must be appraised, generally annually. Supervisors should appraise all employees' performance against the elements and standards established in employee performance plans. If the elements and standards are measurable, observable, or verifiable, and if they focus on accomplishments rather than activities, the supervisor will find it easier to appraise employee performance, especially in a telework environment.

Recognizing Performance

Particularly in situations where teleworking employees work off-site most of the time, supervisors need to take care that these employees still feel they are part of the office. Maintaining good communications is one important way to do this. Another way is to ensure that supervisors recognize the good performance of these teleworkers. Supervisors should not let teleworkers feel as if their performance doesn't matter or that no one ever notices their achievements. All employees want to feel that their work is appreciated. Recognition should always be part of the supervisor's performance management tool bag. Maintaining performance levels and meeting improvement goals is a requirement defined in telework agreements. To ensure this requirement is met, supervisors and employees must work together. Supervisors must practice top-notch performance management skills. Teleworkers must be responsible for keeping supervisors informed of the status of products or services.

Finally, managers should discuss the impact of telework arrangements with the entire staff and should make certain that management addresses relevant concerns immediately. If the work unit is not accomplishing the work as expected, managers may need to make adjustments in telework arrangements. The decision to approve telework is a management decision.

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