HR Service Matters: By: Mike Smith

At our recent Client Advisory Board (CAB) meeting we had a great opportunity to hear from our clients and communicate key initiatives currently underway at TALX.  Our CAB is now in its 7th year and our members represent the executive levels of HR/Payroll/Benefits/Tax within their organizations. 

These in-person meetings always include a time to discuss important issues that member organizations are encountering.  Many members mentioned the cost reduction focus taking place at their companies and one commented that the HR team was asked to look in some areas that they had never looked at before for cost savings.  Several mentioned salary freezes and we also heard that 401(k) matches are being reduced. In the midst of all of these issues was the common theme of keeping employees happy.

I’m sure these issues are most likely representative of many HR teams across a wide range of industries. While a recent Watson Wyatt survey (link below) reflects that a growing number of employers are planning to lift their salary freeze soon, employees still feel the sting.

http://www.watsonwyatt.com/news/press.asp?ID=22602

In these tenuous times it is important to let employees know how they too are helping manage costs beyond their pay freeze.  For example, many HR service initiatives have a solid cost reduction component.  Making these cost savings more visible to employees can help them understand how their utilization of HR services is making a significant contribution.  In addition, many paperless employee services support the organizational goal to be more “green.” This represents yet another opportunity to tout how employees are making a difference while promoting the scope of all HR services initiatives.

Recently, I attended the HR Policy Association meeting in Washington D.C.  Whenever you visit D.C., I have found there is always an energy that permeates the air.  However, this time in D.C. the energy was tarnished by a sense of uncertainty.  The health care discussions are still at peak frenzy and other key issues loom large led by the Employee Free Choice Act.  Uncertain times for sure.

The change that is coming is not the same type of change we have responded to in past years.  The coming change is more of the non-incremental and sudden variety that drastically alters the way things get done.  These changes will most likely have an impact on how HR services will be delivered also. 

In responding to the radical innovative technology changes, organizations often look at the leaders in their industry.  However, these imminent radical changes are much more pervasive and will shape a broad range of industries.  So, in considering the influence these changes will have on an organization’s HR service delivery, the far-sighted will cast a wider net and look beyond the familiar leaders in their industry.

Mike Smith                   

Good marketing begins with strong differentiation in the market. As highlighted in Jack Trout’s Differentiate or Die and proposed by Ted Levitt, a legendary figure in the field of marketing, “… you can differentiate anything.”   Both believed that “… differentiation is one of the most strategic and tactical activities in which companies must constantly engage.”  So, if we can really differentiate anything, how would you characterize how your employment brand is differentiated?  And importantly, what do your employees say makes working for your organization really different and supports the overall organizational brand?

Wouldn’t it be great if your employees could be telling others that working for your organization gives them the opportunity to do what they do extremely well and love to do every day?  That view of a job is the essence of employee engagement which many organizations are trying to embrace.  I believe many employees sense that level of satisfaction in their work on a regular basis.

HR Organizations can certainly help promote the employment brand, but their employee’s views are much more powerful.  Current and prospective employees will always put more trust in what employees are saying about their work and the employment brand experiences. This video provides a good overview of the importance of an effective employment brand.

http://www.youtube.com/watch?v=af052lbuYPU

Given the chance, employees will be glad to share their fervor with others.  As suggested in my June 17 blog, find a good way to capture and publish these personal messages of enthusiasm and your employment brand will come more alive to both current and future employees.  The more compelling your employment brand, the easier it will be to attract and engage employees.

Mike Smith

Employee portals 2.0 are bound to happen as HR teams begin exploiting the newest Web 2.0 technologies to deliver HR services.  Organizations clearly want to better engage employees, and the employee portal is a proven platform to deliver HR services.  And now, portals provide a terrific source for collaboration too.  To have the biggest impact with these portal upgrades, structuring the employee experience so each individual can quickly obtain just the information they need is vital to creating employee portals that appeal to all.  

To meet the desires of the current multi-generational workforce, more attention must be given to managing the user experience.  The user interface has now become even more valuable in addressing the distinct communication preferences of different generations.  Today’s employee portal projects demand well-executed usability testing to ensure each employee has an experience that works for them.  The best portals will offer an authentic experience that reinforces the employment brand already established.  See the article below for a more in depth look into what it means to build an authentic user experience.

http://exde.wordpress.com/2009/06/12/designing-authentic-experiences/

Leveraging the Web 2.0 outcomes, HR now has the opportunity to engage employees in a different way that allows the employee to actually participate at a new level.  To illustrate, rather than just observe, employees can actually participate which enables employees to define the make-up of an authentic experience.  For example, using popularity features on employee portals can enable employees to give their opinion instantly and find out what other employees think too.  Feedback like this was hard to come by in the past, but in the future HR can leverage these features to get timely reactions and build an authentic employee experience.

HR is watching closely as new web technologies gain proponents elsewhere in their organization. Marketing departments are using Twitter to appeal directly to clients.  Wikis have proven useful tools for training employees and for managing projects.  And many PR pros are using blogs to develop and manage public dialogue surrounding their organizations.  HR may find these experiments useful in determining how and when they’ll want to join in to address their own branding and communication needs.

Well, my speculation was way off! This one surprised me and, I'm sure, many others.

The Administration has decided to move forward with the FAR rule requiring federal contractors to use E-Verify. In a press release dated July 8, 2009 the Department of Homeland Security Secretary Janet Napolitano announced that "After a careful review, the Administration will push ahead with full implementation of the rule, which will apply to federal solicitations and contract awards Government-wide starting on September 8, 2009." Click here for the full press release. I interpret the term full implementation to indicate that the rule will be implemented as it currently stands, which includes a verification requirement for existing employees. No mention was made in the press release of the lawsuit filed against the rule by the U.S. Chamber of Commerce and others.

One of the hot topics at this spring’s IHRIM Conference in San Diego was how to engage employees in the organization. Conference sessions revealed that we are not in want of good ideas centered on using web 2.0 technologies to help us engage employees.  While technology is a great tool, careful consideration of exactly what the technology is helping you communicate is crucial.

Taking a page from the marketing handbook on using effective client case studies to promote product benefits, a focus on actively communicating “why an organization is a good place to work” provides a very appealing story.  Engaged employees are the ones whose personal values closely match the organization’s values.  Consider communicating the organization’s values in a first person employee story as a powerful way to connect with your employee’s values.  Tammy Erickson’s article below has some great examples of how organizations have accomplished this connection.

http://blogs.harvardbusiness.org/erickson/2009/04/a_low_cost_way_to_improve_enga.html?cm_re=homepage-031909-_-body-middle-tert-_-voices

So, how do you leverage web 2.0 in this story-telling connection?  I would suggest a practical way is to capture and publish short video testimonies from employees.  Ask them to tell their stories about what gets them excited about their job or team.  Why do they feel the way they do about the mission of the organization?  Videos like this would be priceless in helping employees connect with what the organization is trying to accomplish and how each employee’s hard work makes a difference. What a wonderful way to firmly connect the values of organization with employees.

Yes, a picture (video) is worth a thousand words.  So, I quickly created this sample (link below) using a Flip Video camcorder (under $200) and up loaded my video to YouTube.  Think about how this could be adapted for your organization.

http://www.youtube.com/watch?v=YXDKthpjbec

Mike Smith

Not long ago I was asked to speak to our sales & service teams about the key HR trends in 2009 that would be impacting HR executives and, in particular, our clients. Armed with my own opinions, I then began looking at other sources. From recent and upcoming HR conferences, analyst’s predictions and several “What’s coming in 2009” webcasts, I saw several common areas surfacing. Interestingly, many of these common themes have a direct relationship with HR/Payroll service delivery:

1. The definition of “the workforce” will continue to evolve
2. New HR initiatives must show business value and help support key organizational goals
3. Enthusiastic employee engagement
4. Web 2.0 and the next generation of Internet for business

Paul D. Hamerman and Zach Thomas’ Forrester report, Trends 2009: Human Resource Management (November 21, 2008), identified the evolution of the workforce as one of the key trends. This is not to be confused with the generational workforce issues, but rather the types of workers that will make up the workforce. This includes more people who are not fulltime employees. However, the job of managing these workers from an HR perspective will need to be accommodated within the HRMS/HCM system structure.

I believe that this changing workforce dynamic means we must pay careful attention as to how we deliver HR/Payroll services and any resulting employee communication complications. Will these workers have access to the employee portal? Should they see all of the information available to all employees? Maybe not, since they are not traditional fulltime employees. Going forward, having a firm handle on the target audience, and their specific communication needs and challenges, will be essential to successfully adapting HR/Payroll service delivery channels.

Mike Smith

Well here goes my inaugural blog. With my many years of encouraging the delivery of HR services through technology, I picked this area for my blogging concentration. I might take a bend or two in the road, but my focus will be on the delivery of HR and payroll services. To me, leveraging technology to deliver HR services has always meant using technology to help HR teams better communicate with employees.

Recently I was preparing an update on 2009 HR trends (more on that in a coming blog) and in the midst of reviewing HR trends, I was overwhelmed with the fact that the strongest growing part of the workforce is the inactive workforce. Many are now speculating that we are headed to a 10% unemployment rate. With this dynamic in mind we really need to consider that the active employees still on the job need special attention.

Those remaining on the job are doing the work that had been done by others who are now part of the inactive ranks. Excellent delivery of HR services is essential to keeping these folks well-informed and engaged in the organization.

I was struck by a Stanley Bing article in the February 13th Fortune magazine.

http://money.cnn.com/2009/02/13/magazines/fortune/stanleybing/bing_column.fortune/index.htm

So what is the connection? It’s a great appeal to stay connected with those employees still doing the work.

Mike Smith