Accounting Best Practices, Fifth Edition

17–29. Publish Answers to Frequently Asked Questions on an Intranet Site

Payroll departments spend a great deal of time answering employee questions about their pay. According to some surveys, this involves at least one-third of all department time! Though most of the questions are simple enough ones to answer, when they are multiplied by the number of employees in the company, it is easy to see how the payroll staff can spend so much time just responding to queries.

If the payroll staff could compile a list of the most commonly asked questions by employees, it would not be an especially long list—perhaps just 10 or 20 questions for a basic payroll system, and maybe twice that amount if they also handle benefits through the payroll system. Given the high proportion of questions dealing with a limited number of issues, this is an ideal area in which to create answers to frequently asked questions (FAQs) and post them on a company intranet site. Employees can then be directed to the FAQs list, and asked to address the payroll staff regarding only the more complex questions. Sample FAQs and their answers are as follows:

• If I am on direct deposit, at what time of day on payday will my pay be deposited in my checking account?

  Your pay will be available in your checking account as of 8 A.M. on payday.

• If payday falls on a weekend, when am I paid?

  If payday falls on a weekend, you will be paid as of the first business day prior to that weekend.

• Can I get an advance on my next paycheck?

  No. ...