We gave employees a top 10 FAQ for their Payroll questions

Your staffers have enough on their plates. They can’t be answering the same questions and handling the same problems over and over again. 

Here’s one way to handle common issues that come up with system changes, notably Payroll upgrades.

Consider this real-life success story from  Ronald Moser, HR supervisor for Kenmore-Tonawanda Schools, who spoke at the 2014 American Payroll Association Congress in Minneapolis:

“As we went through the process of upgrading our payroll system, we knew workers would have a number of questions. We did our best to clear up any confusion beforehand. But of course, different questions would arise once the new system went live.

“We thought about making a list of questions and answers to help employees adjust, but we wanted this info to be relevant to their concerns. While we could make our best guesses about what their questions would be, there was no way to know for sure until the system was launched.

Benefits, HR and Payroll

“So instead of guessing, we took a different approach.

“After we made the changes, we had staff members in Benefits, HR and Payroll keep track of all calls they got from workers about the new system for an entire month.

“From that data, we created a top 10 list of the most common problems employee had with the system.

“This included topics like confusion with their paystubs and garnishment issues.

“Then we tailored our follow-up communications to address those problems.

“This cut down on questions and made the transition less chaotic.”