There is often a wide range of options available, and contract language giving the union a role in technology decisions is especially important. Innovations that involve workers are more successful than those that do not. The benefits of employee involvement are particularly relevant to technology initiatives. In the state's Office of Medicaid, for instance, a QStP team developed an improved application for Medicaid providers and set up an automated mechanism for tracking the applications. Average application processing time fell from 44 days to 18 days, and error rates for initial applications were halved.
New technology can be an effective tool in union organizing and other activities.
WashTech conducted an Internet-based survey of Microsoft workers, and tailored its messages to address workers' major priorities. Internet-based technology was also crucial to the International Association of Machinists' giant 1999 organizing victory among United Airlines ticket agents. By using a frequently updated web site, organizers augmented a communications strategy that also included mailings and worksite committee meetings. And, union supporters should not underestimate the capacity and willingness of employers to monitor the union's electronic networks. Nonetheless, unions should strive to be innovative in cases where there is a bargaining relationship.