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.
The paper explains how Ask HR operates and the advantages it has brought.
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.
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.
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.
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