A Blurred Line in BYOD Policies

Framing the Problem

Well...actually my daughter helped to break it, but being a mere baby step higher than the dog eating it, I will own up to it! Reflecting on the experience, it typifies a small but growing event in the UC and BYOD space, and brings up an important ROI and policy discussion.

Should a company continue to replace lost or broken headsets that they provide their employees? Or should they set boundaries, regulations, and expected behavior to put accountability on the employee?

Instead of a phone, companies are starting to provide a headset as the only device for some employees. When Lync or another enterprise UC client is used, the optimal experience is while using the PC/tablet/smartphone. So headset use and the conundrum described here will be here to stay.

Excuses, Excuses!

When employees move to UC clients and employers provide them headsets, there are many reasons for lost or broken devices. You might expect to hear:

"I sat on it."
"I spilled coffee on it."
"Someone stole it after they spilled coffee on theirs."

And when wireless...

"I left it at the hotel."
"I dropped it and stepped on it."
"My ex ran off with it."

And many other legitimate (?) reasons!

Who's Accountable?

Companies will provide the first device, but should they continue to replace and pay for replacement devices? The well-intended answer would be "yes," but the financial answer is less obvious.

CFOs like headsets because they are far less expensive than traditional phones, yet they need to predict their ongoing cost of replacement. But empathetic managers may break out their credit card for employees who say, "Well, I wouldn't have broken it or needed another one if it wasn't for work. So if you want me to continue to do my job you need to replace it." What happens if it still works but is in a less than optimal state? If an employee will tolerate static on a damaged device, will their customers? How many headsets have to be lost and replaced before the savings and ROI of the entire solution evaporate?

With so much room for interpretation, I suggest enterprises create a headset addendum to existing BYOD policies. There would be less room for doubt and excuses between a manager and the employee, more accountability for otherwise carefree employees, and a more predictable cost model. Comments are welcomed about the first draft of a policy below. Arbitrary variables TBD by each company are italicized.

Suggested Headset Addendum:

Sample BYOD Addendum: Headset Policy

This document is an agreement between you and <<Company>> ("company") pursuant to company's limited obligation to provide you with a replacement headset in the event of damage or loss.

Initial Device:

Company will provide an appropriate headset/device, based on your work duties and manager's decision. You will not pay out of pocket for the device. The device is yours to keep after two years, but if you leave the company prior to owning the asset for two years, you must return the device or your last paycheck will be deducted by the prorated amount. The device should not be shared.

Warranty and repair:

Repair on your own, through the manufacturer or warranty provider. If needed, loaner will be provided (although not necessarily the same device). Note to UCStrategies reader: Enterprise IT / telephony departments may opt to stock or centralize support for loss/damaged devices.

Damage/Theft/Loss:

The company will not be held responsible for damage, loss, or theft of your device. In order to control our costs, we will provide you with some relief but not necessarily a full replacement.

If the device is lost or irreparably damaged prior to the asset being depreciated (two years), company will provide a replacement and reduce your paycheck by an amount commensurate with the age of the device. Loss within 0-365 days will cause company to contribute $50 (or 25%, whichever is greater) to a new device and reduce your paycheck by the difference. Loss between 366-730 days will cause company to contribute $100 (or 50%) to a new device, with the difference being drawn from your paycheck. You may also replace the device yourself with no further obligation. Note, there is a specific device list from which we provide devices, and replacements should be selected from the list. The same policy applies for further replacement devices.

If you leave the company:

If you leave the company for any reason before the two year period, you may return the device with no obligation, or keep it and your last paycheck will be deducted by the prorated amount. The prorated amount is the purchase price/24. For example, if your device cost $240, and you leave the company one year after purchase, your last check will be reduced by $120.

Agreement:

________________________________ ___________________________________

Your signature Company Signature

________________________________ ___________________________________

Date Date

Any input from industry and enterprise to shoot and/or fill holes in it would be welcomed. Customers with whom I've shared this have agreed in principle thus far, and comptrollers haven't felt the accounting too difficult to manage.

Postscript

If you're still reading, you definitely deserve to know what happened to my headset. My four-year-old daughter loves shiny objects and put it in her ear and got it wrapped up in her locks. She pulled on it, made it worse, and then started to panic. Rather than reaching for the scissors, I grabbed the headset and peeled the ear piece off thinking I could replace it. However, the connector on this earbud was sealed on and after a little more wear, the earbud separated from the boom and is now in two pieces. Full disclosure: I'd personally punished this thing on my own by laundering it by accident. A bowl of rice drew out enough moisture to make it functional again. And I must say it still works!

Christian Stegh is the VP of Strategy at Enabling Technologies. In this role, he leads the partnerships and strategic decisions of the company, works with key customers on their UC roadmaps, and represents Enabling within the UC industry.