Think Before You Transact

And in doing so think before completing transactions. Some are obvious, but the key thing to consider is how well your organization delivers information in each of these categories. In any area where a gap exists, there is the risk of uninformed transactions and the compromised results that accompany them.

What you want them to do: Managers and employees, no matter how simple a performance or requisition form is, may view HR tasks as administrative burdens, something “distracting them from their day job.” Pushing clear instructions when employees make decisions saves them time, while clarifying what’s being asked.

When you want them to do it: Too many workflow processes just send alerts; personalized content demands people pay full attention to required deadlines and removes the context for any excuses by people prone to procrastination.

Why you want them to do it: Transactions, and the captive audience that comes with them, are an opportunity to market HR’s strategy as part of the event. Whether it’s pay-for-performance, diversity hiring or leadership development, people won’t consistently follow through on initiatives if they don’t hear why HR requires the transaction and for what business outcome.
Enrich decisions with analytics: Pushing analytics to people when you expect them to make decisions encourages them to act on fact instead of intuition.

Speak to people on their terms: There’s no such thing as a “one-size-fits-all” communication in complex organizations. Different groups, divisions and teams benefit from messages targeted to their unique needs, and may not respond to a general message. Personalized relevance matters a great deal in HR’s effort to persuade people to follow the strategy.

Speak to people in localized language: Personalization includes native language: translations, including video content recorded in local languages, go a long way toward engaging all segments of the community.

Learn from questions people ask: How people react to the communications you share tells a lot about how they’re receiving the message, including the sites employees visit, the search strings they use to ask questions, the topics they follow and the comments they make. Organizations can use this data to address information gaps or continue to promote and enhance the popular topics and programs.

Promote the organization: Each transaction event comes with a captive audience, and with it the chance to promote the organization. For example, a compensation planning process shouldn’t just be about the boundaries of budget pools; it’s a chance to articulate your organization’s underlying pay-for-performance strategy.

Make introductions and connections: Somewhere in your organization latent knowledge is stuck within communications channels based on traditional organizational hierarchy. HR has the ability to host a social environment, introduce people to each other, share skills and interests, recognize excellence and solicit feedback. All of these types of introductions and connections personalize the organization in ways that a PowerPoint presentation never can.