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AskHR provides the answers at Norwich Union Online tool frees time to deal with more complex and sensitive issues

AskHR provides the answers at Norwich Union Online tool frees time to deal with more complex and... Purpose – This paper aims to describe AskHR, an online tool for responding to HR‐focused employee queries, which has been introduced at UK insurer Norwich Union. Design/methodology/approach – The paper explains how Ask HR operates and the advantages it has brought. Findings – The paper reveals that AskHR is kept up‐to‐date by capturing answers to new staff questions asked through Norwich Union's intranet and e‐mail. It includes a self‐organizing, self‐service knowledge base. Moreover, HR employees can easily add new information at any time. Practical implications – The paper argues that AskHR frees up the HR Employee Services team's time to concentrate on resolving more complex issues, which ultimately helps the company to increase employee satisfaction. Originality/value – The paper shows that calls to HR Employee Services fell by more than 16 percent in four months after AskHR was introduced. Employee satisfaction with the tool is high. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Human Resource Management International Digest Emerald Publishing

AskHR provides the answers at Norwich Union Online tool frees time to deal with more complex and sensitive issues

Human Resource Management International Digest , Volume 16 (2): 2 – Mar 21, 2008

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0967-0734
DOI
10.1108/09670730810860744
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper aims to describe AskHR, an online tool for responding to HR‐focused employee queries, which has been introduced at UK insurer Norwich Union. Design/methodology/approach – The paper explains how Ask HR operates and the advantages it has brought. Findings – The paper reveals that AskHR is kept up‐to‐date by capturing answers to new staff questions asked through Norwich Union's intranet and e‐mail. It includes a self‐organizing, self‐service knowledge base. Moreover, HR employees can easily add new information at any time. Practical implications – The paper argues that AskHR frees up the HR Employee Services team's time to concentrate on resolving more complex issues, which ultimately helps the company to increase employee satisfaction. Originality/value – The paper shows that calls to HR Employee Services fell by more than 16 percent in four months after AskHR was introduced. Employee satisfaction with the tool is high.

Journal

Human Resource Management International DigestEmerald Publishing

Published: Mar 21, 2008

Keywords: Human resource management; Online databases; Employee relations; United Kingdom

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