Onboarding Center

Onboarding Center Solution

The Onboarding Center provides organizations with a complete solution for managing all aspects of an employee onboarding program. This includes an employee welcome, essential new hire training, organizational navigation, Q&A, and FAQs.

Solution Overview


Business challenges 

  • Communications (Primary)
  • Knowledge Management (Secondary)
  • Culture and Engagement (Secondary) 

Owners and audiences 

  • Human Resources (Owners)
  • Department leaders (Owners)
  • All employees (Audience)

Business value

The Onboarding Center Solution reduces the time it takes to get new hires up to speed by centralizing onboarding information and supporting guided onboarding experiences. This allows the business to take advantage of quicker time to productivity. Engaging employees early makes them more productive sooner and connects them with the corporate culture and critical social networks needed to sustain long-term engagement. Giving new hires a platform for open communication allows them to quickly ask questions, get answers, and remove roadblocks on their way to being productive members of the organization. 

Key features

  • Welcome Area
  • Learning Zone
  • Frequently Asked Questions (FAQ) forum
  • New Hire Room

Business Outcomes

Measuring success

The Onboarding Center solves communication-based challenges related to onboarding new employees, setting them up for success from Day One. Outcomes for your Onboarding Center should focus on the effective communication of corporate and role-specific information, processes, and expectations to new hires.

Key outcomes

Measuring against key performance indicators (KPIs) specific to the Onboarding Center allows you to determine: 

  • What information do new hires find most helpful?
  • What information do new hires have trouble understanding, consuming, or retaining? 
  • What information gaps need to be filled to set new hires up for success? 
  • What people-focused goals and objectives have helped improve the onboarding experience? 
  • What information-focused goals and objectives will help ensure new hires are ready to take on their new role? 
  • What process-focused goals and objectives will make the onboarding process more efficient? 

Key goals and objectives 

Some key goals and objectives to keep in mind when determining success metrics (KPIs) for your Onboarding Center include:  

  • Onboarding new hires faster
  • Engaging new employees earlier 
  • Opening lines of communication

Business processes

You should incorporate your Onboarding Solution into your existing internal business processes. Think about what processes, policies or procedures might have to change or be updated.

  • Do SOPs need to be updated? (e.g. onboarding procedures, inputting new employee information)
  • Are there processes that need to change? (e.g. new employee profiles, overall onboarding experience)

Key features

Some key areas to pay close attention to when measuring the success of your Onboarding Center include:

  • Welcome Area
  • Learning Zone
  • Frequently Asked Questions (FAQ)
  • New Hire Room

Recommended KPIs

Below are some recommended KPIs for measuring the success of your Onboarding Center. Keep in mind that some of these recommended KPIs will align with your organization's goals and objectives, while others may not. It is critical to align KPIs with your unique goals and objectives to accurately measure success. 

  • X% increase in the use of self-serve Onboarding materials 
  • Average time of X to X minutes spent on Onboarding Center pages (if employees are spending more time than expected on these pages, this could be an indication that materials are not clear or easy-to-follow; not enough time spent on these pages may indicate employees are not consuming information)
  • X% Satisfied to Very Satisfied Rating for "Rate Your Overall Onboarding Experience" (through an Onboarding Feedback Form)
  • X% of Forum submissions "resolved"
  • X% decrease in the number of repetitive onboarding questions submitted via email to the HR team
  • Elimination or decrease in the number of questions related to onboarding sent via email
  • An overall decrease in the need for HR team support related to onboarding tasks
  • X% of new hires post at least once in the New Hire Room
  • X% of sign-ups for training sessions, onboarding webinars, or other scheduled education opportunities, made through the Onboarding Center versus all other sign-up options
  • Average time of X minutes spent on the Learning Zone page  
  • 100% of new hires welcomed through a Microblog/Blog Article, with at least X contributions to the post from other employees
  • Overall higher ratings on external company evaluation sites (e.g. Glassdoor)
  • X% Agree to Completely Agree Rating for "I am comfortable with my understanding of company-wide policies and procedures." (through an Onboarding Feedback Form)
  • X% decrease in time spent maintaining (updating) onboarding materials 
  • X% of required documents to complete onboarding available through the Onboarding Center (goal should be 100% to encourage a paperless workplace)
  • X% decrease is time spent by HR team maintaining and updating Onboarding materials 
  • X% Agree to Completely Agree Rating for "I understand the different roles included in my Department" (through an Onboarding Feedback Form)
  • X% Agree to Completely Agree Rating for "I am able to identify subject matter experts (SMEs) within my Department" (through an Onboarding Feedback Form)
  • X% decrease in time spent approving onboarding materials before publication
  • X% reduction in HR team's time spent on administrative tasks

Note: KPIs are generally time-based and should be evaluated and/or modified on a specific cadence (e.g. quarterly).

Solution Roadmap

Implement

The Onboarding Center Solution comes with a pre-configured template. Our Consultants and Configuration Specialists use this template as the baseline for your implementation. The focus of the implementation is on design, configuration, content, and training.

These are the major implementation initiatives for the Onboarding Center Solution:

  • Site architecture: Review the Solution architecture.
  • Homepage: Surface the most important content and areas within the Solution on the homepage to provide an at-a-glance view and easy access to relevant content. 
  • Site map: Update the site map based on mutually agreed to modifications (e.g. moving, deleting, adding pages and/or applications).
  • Configuration: Update the Solution configuration settings.
  • Users & Groups: Add groups and users to the Solution.
  • Content: Add content (e.g. corporate information and guidelines, welcome messages, onboarding agendas, FAQs) and apply permissions.
  • Design: Apply the visual design to the Solution (e.g. global CSS changes, header, footer, banners, icons).
  • Testing: Do a quality assurance sweep of the Solution (e.g. broken links, navigation, permissions).
  • Training: Train key stakeholders on the Solution (e.g. Human Resources, Department Heads) through engaging, easy-to-consume content. 

Drive engagement and adoption 

Launching the Onboarding Center is an opportunity to support and guide the employee journey from day one. As your organization evolves, so will the Onboarding Center to better serve employees. Follow the recommended tactics below to effectively launch your Solution and find opportunities to enhance it over time.

Launch

  • Promote the launch: Have all employees participate in the launch of the Onboarding Center, regardless of how long they've worked at the company. This will be beneficial for adoption and engagement.
  • Subscribe members: Subscribe a subset of existing employees to all forums, so they can assist in managing the incoming questions and provide insight.
  • Populate content: Add content to your forums prior to launch. This will help show employees where they can add content, and what type of content to add. This helps to get the ball rolling as most employees don't want to be the first to post something.

Engage

  • Gather feedback: Insert a feedback form, anonymous or not, to receive details on how to improve the onboarding experience.  
  • Request leader participation: Have your leaders post to this area frequently, welcoming new employees and answering questions. This demonstrates their involvement in the company and shows they're welcoming to the new talent. Managers or supervisors that work closely with the employees should do the same to build rapport.
  • Post events: Organize and post events for new hires to keep them coming back for their first 30 to 60 days.
  • Use links: If you’re using the HR News channel in your Newsroom to announce new employees, link back to the Introductions area here for people to interact. Link to new employees' profiles as well, so current employees can learn about their new colleagues

Govern 

This Solution is managed by the Chief People Officer and/or HR team.

  • Start with a plan: Set up a corporate onboarding program that utilizes the Onboarding Center Solution. 
  • Create departmental experiences: Set up team-specific onboarding programs (e.g. departmental, offices, business units, franchises, etc.).
  • Address the needs of different roles: Set up various levels of onboarding programs (e.g. individual contributor, manager, executive). 
  • Delegate ownership: Determine owners of team-specific programs, content, and outcomes (e.g. onboarding flow, mentors, testing, etc.). 
  • Plan for future improvements: Set up employee post-program feedback mechanisms to improve content moving forward. 
  • Host regular meetings: Set up a quarterly meeting to discuss changes and updates to the onboarding program(s). 
  • Consider integrations: Determine how the onboarding program integrates with other HR programs (e.g. kudos, performance management, etc.).

Evolve

  • Add more to your Learning Zone: Over time, add more information to your Learning Zone. You can start to expand these accordion tabs into groups by adding HTML content with graphics in between to differentiate various areas.
  • Add new areas: Add new areas that are relevant to your employees' journey, such as guiding them to their department onboarding. You can base new additions on the feedback you receive from users. 
  • Add social aspects: Add a social aspect by including a Photo Gallery for “First Day” at your organization. With an employee’s permission, take their photo and upload them either to a folder or microblog where the employee can post one fun fact about themselves. You'll boost culture and engagement.
  • Pair with the Employee Handbook: Pair this Solution with the Employee Handbook to create a superior employee onboarding experience.
  • Leverage feedback: Review and incorporate feedback from frequent users of the Solution to include updates and changes that have an impact. 
  • Reassess metrics: Review objectives and KPIs to refine them and continue to mature and maximize the business value of the Solution.

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