No matter how the work landscape evolves, it’s the HR professional’s job to ensure their employees remain connected, engaged and productive; a tough task at the best of times, but especially so among remote or hybrid teams.

A trend we’ve seen gain momentum since the COVID-19 pandemic, flexible work models are quickly becoming the new norm, showing no signs of diminishing.

Having proved beneficial for both employers – offering access to a wider talent pool and cost savings for example – and employees – offering flexibility and often increased job satisfaction – it’s not a surprise to see so many organisations embrace dispersed workforces, especially those moving to globalise operations and expand internationally.

However, while popular, challenges around communication and collaboration remain common. To successfully navigate these challenges, the need for a robust communication ecosystem that bridges the gap between the physical and digital realms – integrating diverse channels like video calls, instant messaging, and project management tools – has not only become important, but something that the hybrid work models demands.

Top hybrid work model challenges facing HRs
Because remote work relies on external networks and adhering to often complex compliances, as well as efficient communication and collaboration, some of the main challenges can include:

• Network reliability and performance: Remote employees may face challenges accessing consistent and fast bandwidth, potentially affecting the performance of essential services. Differences between office and external networks may result in varied reliability, impacting the accessibility of services critical to workflow, while issues such as ‘frozen face,’ sound delays, or call drops can impact overall communication experience due to variations in network quality.

• Security risks in unmanaged networks: Reliance on external networks, particularly public Wi-Fi, heightens security risks such as cyber attacks and data breaches, as businesses lack control over network security measures. This lack of control raises concerns about the confidentiality and integrity of business communications and data.

• Compliance challenges: Many businesses face compliance challenges related to regulations, standards and other legal requirements. Those in financial services for example, need to adhere to regulations such as PCI DSS for payment card data protection and call recording/storage requirements, while healthcare organisations, under regulations like HIPAA, must secure communication channels, data storage, and access controls to protect patient information. However, due to the diverse geographic locations of employees in a hybrid working model, each of which may be governed by distinct labour laws, data protection regulations, and compliance requirements, navigating this can be much more complex. For example, handling cross-border data transfer restrictions or addressing different employment laws and tax implications all pose significant obstacles.

• Future trends and technological advancements: Implementing and managing the right technology tools for collaboration, communication, and project management is not just a challenge for HR directors, but essential. If HRs fail to stay abreast of technological advancements, future trends and even rapidly changing regulatory landscapes, communication and collaboration within the remote team may suffer, while non-compliance with laws, regulations or other legal requirements could expose the organisation to legal risks, fines, and damage to its reputation.

10 steps to implementing a unified communication solution in a hybrid working environment
Empowering HR teams to manage and support employees, no matter where they’re physically located, the following step-by-step guide to a unified hybrid-working communication infrastructure can not only address many of these challenges, but can also help foster a positive and inclusive work culture – which, as any good HR will know, leads to improved staff retention, increased productivity, and enhanced overall employee experience.

1. Understand the business’ needs and compliance requirements:

• Identify specific communication needs, considering remote work, global collaboration, and regulatory compliance.
• Ensure your unified communication solution aligns with these requirements.

2. Consider a cloud-based solution:

• Evaluate cloud-based solutions like AWS, Microsoft Azure, or Google Cloud for scalability and flexibility.
• Choose a reputable provider with a focus on security, encryption, and compliance certifications.

3. Integrate security features and compliance tools:

• Implement security features such as end-to-end encryption and multi-factor authentication.
• Utilise compliance tools for adherence to regulations like PCI DSS or HIPAA.

4. Address recordkeeping and data retention:

• Ensure the platform allows secure and compliant recording of voice and video calls.
• Select solutions with secure, long-term storage capabilities considering specific retention periods.

5. Manage bandwidth and network security:

• Implement bandwidth management strategies to optimise network performance.
• Address challenges associated with varied and potentially untrusted networks in remote work scenarios. 

6. Prioritise User Experience and Training:

• Design a user-friendly interface to enhance adoption.
• Provide comprehensive training for end-users to ensure confidence and proficiency in using communication tools.

7. Explore AI and emerging technologies:

• Integrate existing AI and machine learning for automation.
• Stay updated on emerging technologies like Augmented and Virtual Reality for enhanced collaboration.

8. Address integration challenges:

• Choose a technology stack that supports easy integration and collaboration across various communication channels.
• Minimise fragmentation by selecting tools that seamlessly work together.

9. Regularly update your unified communication solution:

• Select a solution that undergoes regular updates to incorporate the latest technologies and security measures.
• Encourage user feedback to address evolving workforce needs.

10. Document and communicate policies:

• Establish clear communication policies for remote work, covering network security, data privacy, and acceptable use.
• Foster a culture of cybersecurity among employees through effective communication and documentation.

Effectively managing the complexities of a hybrid work landscape undoubtedly poses challenges for HR pros. However, by prioritising investments in technology, providing comprehensive training and upskilling opportunities, implementing robust security measures, and being prepared for the future, HRs can not only help their organisations meet today’s workforce demands, but establish the groundwork for tomorrow’s work environment – whatever that may be.