Communication integral to successful outsourcing

At the heart of effective outsourcing is good communication between management and staff - yet this is an area where organisations frequently fail, one expert is warning.

Possible strikes related to outsourcing and offshoring have been across the pages of silicon.com recently, with trouble brewing at the BBC, Swansea Council and HSBC, for example. However, Simon Helm, principal of solicitors HelmLegal, is highlighting good communication that could help smooth many such situations.

His advice includes: organisations preparing an internal communications strategy ahead of any potential outsourcing, one which goes beyond minimum legal requirements; keeping corporate comms and HR teams involved throughout; and planning for leaks and rumour-mongering - they will happen.

Outsourcing, in particular moves that see new staff overseas replace existing in-house IT personnel, is a sensitive subject and one that is increasingly affecting IT professionals. It is also of concern to those working in call centres and for other business functions that don't rely on location or aren't deemed a company's core competency.

As a result, companies choosing to outsource are learning to tread carefully because the benefits outsourcing can bring can be offset by a deterioration of employer-employee relations and even a customer backlash.