It’s often said that the best communication isn’t just a one-way push of information from an organization to employees. Employee Forums, a feature of the Employee Service Center, provides a place for employees to discuss the topics they’re interested in, ask questions, and help their colleagues with questions—all while enhancing the employee service experience.

Employee Forums enhance the employee service experience by providing resources and guidance during service-related milestones. For example, a newly promoted manager might be added to a Manager forum, where they can access tips on how to manage people and how to keep their team engaged and on-track.

Preview of the Employee Forums landing page, which is configurable.

Reason #1: Gain organic insight into what’s important to employees

Employee Forums provide a way for service center organizations to truly understand what’s important to employees and collect feedback. In a global research study conducted by ServiceNow, we found that 61% of employees rated their employers poorly based on their experience when they took a leave of absence. Let’s consider a situation where an employee returns from parental leave and would like to share insight into their experience on returning to work. In this situation, an Employee Forum could be a great avenue for employees to share and exchange advice on how to juggle meeting times with daycare drop-off, the pros and cons of meal prep, and tips on how to initiate and return from leave.

Example Employee Forum blog around working while pregnant and the parental leave process.

Reason #2: Deflect cases and identify opportunities

In addition to helping leaders understand what’s important and relevant to employees, Employee Forums content can:

• Be included in search results to drive case deflection

• Provide ideas for possible knowledge articles

• Provide ideas for possible campaigns to drive action and/or case deflection

• Provide insights into potential HR Service Catalog changes

Employee Forums content can be configured to display in the Employee Service Center search results, as seen above. Forums content is marked with a conversation icon by default.

Reason #3: Give your employee groups a space to collaborate

Employee Forums can provide a place for employee groups—such as resource, interest, or diversity groups—to collaborate. Employee Forums can also provide an avenue for leaders to share updates. Example forums could be created for:

• New Hires

• Expats

• Parents

• Chicago-Based Employees

• Volunteering Opportunities & Tips

• Leadership Updates

• Disabilities Awareness Resource Group

• Women in Technology Resource Group

Visual example of possible Employee Forums.

To learn more, register for this upcoming session: 10/29: Ask the Expert: Drive Collaboration & Case Deflection with Employee Forums.

Additional Resources

• Employee Forums Product Documentation

• Employee Forums FAQs