Of course you have a smartphone. Everyone has a smartphone. Your IT organization has already found by now that the standards set for smartphone support are honored more by the breach than by observance. It seems like nothing you do will convince your users to stick with a smartphone that you want your staff to support.
Sadly, the introduction of the iPhone was just the opening salvo in what has become a global smartphone war in which the mindshare goes to the latest, coolest, most innovative platform. First it was the BlackBerry, then the various iterations of Windows Mobile. Then we had (in rapid succession) Symbian, Unix in the form of the iPhone, a new version of the Palm OS in the Pre, Android, Linux and Maemo. Meanwhile, all of the other operating systems are being updated.
And that's just the start. According to a report by In-Stat, an analyst firm that studies these things, the battle also includes hardware that ranges from better cameras, GPS chips, music ability, touch screens and WiFi. It doesn't matter what you buy, or how new it is. Your smartphone is already obsolete.
It's enough to make a grown IT manager cry. Worse, you didn't sign up to be in this war. All you're trying to do is make sure your increasingly mobile workforce can get their e-mail and be able to work for customers. But how do you support this chaos?
The short answer is, you can't support everything. But that doesn't mean you can't be a corporate version of Switzerland. There is a neutral position in this war that allows you to provide support for those who need it, and provide access to most of your users. Here are a few things you can do:
You'll never win the current phone wars. It's not even worth entering the battle, because winning isn't necessary. All you really need is a negotiated truce, and you can get that by helping the users get something they want as long as it's also something you want.