{"id":44631,"date":"2025-08-25T09:05:19","date_gmt":"2025-08-25T08:05:19","guid":{"rendered":"https:\/\/shortways.com\/?p=44631"},"modified":"2025-11-18T11:41:32","modified_gmt":"2025-11-18T10:41:32","slug":"comment-generer-moins-de-questions-sirh","status":"publish","type":"post","link":"https:\/\/shortways.com\/fr\/blog\/actualite\/comment-generer-moins-de-questions-sirh\/","title":{"rendered":"Comment faire pour g\u00e9n\u00e9rer moins de questions sur mon SIRH ?"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”29px|||||” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”0px||0px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”]Le d\u00e9ploiement d\u2019un Syst\u00e8me d\u2019Information des Ressources Humaines (SIRH) s\u2019accompagne in\u00e9vitablement d\u2019un flux important de questions utilisateurs. Ce ph\u00e9nom\u00e8ne n\u2019est pas seulement li\u00e9 \u00e0 la nouveaut\u00e9, mais surtout \u00e0 un d\u00e9ficit d\u2019accompagnement adapt\u00e9, durable et structur\u00e9. Trop de questions aboutissent \u00e0 une surcharge du support RH, une d\u00e9mobilisation des managers, des erreurs de saisie, et une mauvaise perception du SIRH. Pourtant, cette situation peut \u00eatre significativement am\u00e9lior\u00e9e si l\u2019organisation s\u2019attaque aux causes structurelles de cette surcharge.[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”||40px||false|false” global_colors_info=”{}”]Au programme :<\/span><\/b><\/p>\n

    \n
  1. Des questions r\u00e9currentes qui saturent les RH et les managers<\/a><\/li>\n
  2. Une FAQ souvent trop g\u00e9n\u00e9rique et peu exploit\u00e9e<\/a><\/li>\n
  3. Un r\u00e9seau de key users sous-utilis\u00e9 et mal identifi\u00e9<\/a><\/li>\n
  4. Une formation initiale d\u00e9connect\u00e9e des usages r\u00e9els<\/a><\/li>\n
  5. Le besoin d\u2019une assistance continue, contextualis\u00e9e et embarqu\u00e9e<\/a><\/li>\n<\/ol>\n

    [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”0px||0px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”questions-recurrentes” _builder_version=”4.27.4″ _module_preset=”default” header_2_text_color=”#38ABDD” header_2_font_size=”15px” locked=”off” global_colors_info=”{}”]<\/p>\n

    1. Des questions r\u00e9currentes qui saturent les RH et les managers<\/span><\/span><\/h2>\n

    [\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”]Les \u00e9quipes RH sont quotidiennement sollicit\u00e9es pour des demandes similaires, simples, mais chronophages : “Comment poser mes cong\u00e9s ?”, “Pourquoi je ne vois pas mon entretien dans le portail ?”, “\u00c0 quel endroit modifier mon RIB ?”. Ces questions repr\u00e9sentent rarement des incidents techniques, mais r\u00e9v\u00e8lent un manque d’autonomie des utilisateurs<\/strong><\/span> sur des t\u00e2ches basiques.<\/p>\n

    Le m\u00eame ph\u00e9nom\u00e8ne touche les managers, qui deviennent les premiers relais de proximit\u00e9. Ils sont souvent interpell\u00e9s informellement dans les couloirs ou en r\u00e9union, et doivent r\u00e9pondre sur des sujets parfois \u00e9loign\u00e9s de leur expertise. Cette situation alourdit leur charge mentale, cr\u00e9e des interruptions constantes, et les place dans une position d\u2019interm\u00e9diaire malgr\u00e9 eux.[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”||40px||false|false” global_colors_info=”{}”]Avec l\u2019Assistant Shortways<\/u><\/a>, vous pouvez automatiser la r\u00e9ponse \u00e0 toutes ces questions r\u00e9currentes gr\u00e2ce \u00e0 des bulles d\u2019aide ou des encarts directement int\u00e9gr\u00e9s dans les \u00e9crans concern\u00e9s. Cela d\u00e9sature le support RH et soulage les managers.<\/em>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”0px||0px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”faq” _builder_version=”4.27.4″ _module_preset=”default” header_2_text_color=”#38ABDD” header_2_font_size=”15px” locked=”off” global_colors_info=”{}”]<\/p>\n

    2. Une FAQ souvent trop g\u00e9n\u00e9rique et peu exploit\u00e9e<\/span><\/span><\/h2>\n

    [\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”]Nombreux sont les SIRH qui s\u2019accompagnent d\u2019une FAQ disponible sur un intranet ou dans un guide PDF. Bien que riche d\u2019intentions, ce type de ressource est rarement utilis\u00e9<\/a>. Pourquoi ? Parce qu\u2019elle n\u2019est pas toujours facile \u00e0 trouver, qu\u2019elle est souvent trop g\u00e9n\u00e9raliste, et qu\u2019elle ne r\u00e9pond pas \u00e0 des situations pr\u00e9cises rencontr\u00e9es dans le flux de travail.<\/p>\n

    Par ailleurs, lorsqu\u2019une FAQ n\u2019est pas align\u00e9e avec l\u2019interface r\u00e9elle de l\u2019outil ou n\u2019est pas r\u00e9guli\u00e8rement mise \u00e0 jour, elle perd en pertinence. L\u2019utilisateur, confront\u00e9 \u00e0 un besoin imm\u00e9diat, n\u2019a pas le r\u00e9flexe d\u2019aller la consulter et pr\u00e9f\u00e8re se tourner vers le support ou les RH<\/strong><\/span>.[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”||40px||false|false” global_colors_info=”{}”]L\u2019Assistant Shortways permet d\u2019int\u00e9grer une FAQ contextuelle et dynamique, li\u00e9e directement au profil de l\u2019utilisateur et de l\u2019\u00e9cran sur lequel il se trouve. Ainsi, l\u2019utilisateur obtient une r\u00e9ponse cibl\u00e9e sans quitter son environnement de travail.<\/em>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”0px||0px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”key-users” _builder_version=”4.27.4″ _module_preset=”default” header_2_text_color=”#38ABDD” header_2_font_size=”15px” locked=”off” global_colors_info=”{}”]<\/p>\n

    3. Un r\u00e9seau de key users sous-utilis\u00e9 et mal identifi\u00e9<\/span><\/span><\/h2>\n

    [\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”]Les key users jouent un r\u00f4le cl\u00e9 dans tout projet SIRH. Pourtant, apr\u00e8s la mise en production, leur r\u00f4le s\u2019efface souvent, faute de reconnaissance ou de visibilit\u00e9. Les collaborateurs ne savent pas vers qui se tourner<\/strong><\/span>, et les key users eux-m\u00eames ne disposent pas toujours des bons outils pour transmettre une information fiable et homog\u00e8ne.<\/p>\n

    R\u00e9sultat : leur potentiel d\u2019accompagnement est dilu\u00e9, et les utilisateurs reprennent le chemin classique des RH ou du support, g\u00e9n\u00e9rant \u00e0 nouveau un effet d\u2019engorgement.[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”||40px||false|false” global_colors_info=”{}”]Avec l\u2019Assistant Shortways, vous pouvez mettre en avant les key users en tant que relais visibles et contextuels, en affichant leurs contacts ou r\u00f4les dans une FAQ. Les keys users doivent \u00e9galement \u00eatre embarqu\u00e9s dans la cr\u00e9ation des aides Shortways d\u00e8s qu\u2019ils constatent des demandes r\u00e9currentes sur un sujet non couvert par une aide, et mis au courant de nouveaut\u00e9s sur leurs domaines afin de maintenir leurs connaissances \u00e0 jour en phase de Run.<\/em>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”3_5,2_5″ _builder_version=”4.17.1″ _module_preset=”default” custom_padding=”||49px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”3_5″ _builder_version=”4.17.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.1″ _module_preset=”default” custom_margin=”||21px|||” inline_fonts=”Metropolis Extra Bold” global_colors_info=”{}”][\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” inline_fonts=”Metropolis Extra Bold” global_colors_info=”{}”]<\/p>\n

    D\u00e9couvrez notre Livre Blanc sur ce sujet !<\/span><\/p>\n

    “L’adoption du SIRH dans les organisations
    Focus sur le support utilisateur”<\/span><\/p>\n

    [\/et_pb_text][et_pb_button button_url=”https:\/\/shortways.com\/fr\/livre-blanc-adoption-sirh-support\/” button_text=”Acc\u00e9der au Livre Blanc” button_alignment=”center” _builder_version=”4.24.2″ _module_preset=”default” custom_button=”on” button_text_color=”#FFFFFF” button_bg_color=”#38ABDD” button_border_width=”0px” button_border_radius=”100px” button_icon=”9||divi||400″ transform_scale_tablet=”” transform_scale_phone=”” transform_scale_last_edited=”on|desktop” transform_rotate_tablet=”” transform_rotate_phone=”” transform_rotate_last_edited=”on|desktop” transform_skew_tablet=”” transform_skew_phone=”” transform_skew_last_edited=”on|desktop” transform_origin_tablet=”” transform_origin_phone=”” transform_origin_last_edited=”on|desktop” box_shadow_style=”preset1″ box_shadow_color=”#1780AF” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”4.17.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/shortways.com\/wp-content\/uploads\/2024\/05\/LAdoption-du-SIRH-focus-support-utilisateur-Livre.png” title_text=”L’Adoption du SIRH focus support utilisateur – Livre” url=”https:\/\/shortways.com\/fr\/livre-blanc-adoption-sirh-support\/” align=”center” _builder_version=”4.24.2″ _module_preset=”default” width=”60%” width_tablet=”50%” width_phone=”50%” width_last_edited=”on|desktop” module_alignment=”center” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”0px||0px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”formation” _builder_version=”4.27.4″ _module_preset=”default” header_2_text_color=”#38ABDD” header_2_font_size=”15px” locked=”off” global_colors_info=”{}”]<\/p>\n

    4. Une formation initiale d\u00e9connect\u00e9e des usages r\u00e9els<\/h2>\n

    [\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”]Dans la majorit\u00e9 des projets SIRH, la formation utilisateur est condens\u00e9e, th\u00e9orique et frontale. Elle est dispens\u00e9e au lancement du projet, puis rarement reconduite<\/strong><\/span>. Pourtant, l\u2019usage r\u00e9el d\u2019un SIRH ne commence pas toujours imm\u00e9diatement. Les collaborateurs oublient ce qu\u2019ils ont vu, ou n\u2019ont pas encore \u00e9t\u00e9 confront\u00e9s aux processus expliqu\u00e9s en formation.<\/p>\n

    L\u2019\u00e9cart entre le moment de la formation et le moment de l\u2019usage provoque des oublis, de l\u2019h\u00e9sitation et donc\u2026 des questions. La formation initiale, aussi bien con\u00e7ue soit-elle, ne peut suffire \u00e0 garantir une adoption fluide et p\u00e9renne.[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”||40px||false|false” global_colors_info=”{}”]L\u2019Assistant Shortways permet d\u2019\u00e9tendre l\u2019exp\u00e9rience de formation dans le temps en int\u00e9grant des aides interactives disponibles \u00e0 chaque moment cl\u00e9 de l\u2019usage. L\u2019utilisateur peut revoir les \u00e9tapes sans mobiliser une autre personne.<\/em>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”0px||0px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”assistance-continue” _builder_version=”4.27.4″ _module_preset=”default” header_2_text_color=”#38ABDD” header_2_font_size=”15px” locked=”off” global_colors_info=”{}”]<\/p>\n

    5. Le besoin d\u2019une assistance continue, contextualis\u00e9e et embarqu\u00e9e<\/h2>\n

    [\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”]Aujourd\u2019hui, les utilisateurs veulent une r\u00e9ponse imm\u00e9diate, sans d\u00e9lai, au sein m\u00eame de l\u2019environnement dans lequel ils travaillent. Ils ne souhaitent pas basculer vers un manuel, appeler un coll\u00e8gue ou consulter une documentation technique. Ils attendent une aide fluide, accessible au bon moment<\/strong><\/span>, et adapt\u00e9e \u00e0 leur besoin sp\u00e9cifique.<\/p>\n

    C\u2019est pourquoi l\u2019assistance embarqu\u00e9e devient un levier indispensable pour limiter les interruptions et permettre une adoption progressive et autonome du SIRH.[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”||40px||false|false” global_colors_info=”{}”]Gr\u00e2ce \u00e0 l\u2019Assistant Shortways, vous pouvez proposer des tutoriels pas-\u00e0-pas, des messages guid\u00e9s et des aides contextuelles affich\u00e9es exactement l\u00e0 o\u00f9 l\u2019utilisateur en a besoin : sur son \u00e9cran, au moment de l\u2019action.<\/em>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”0px||0px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”formation-accompagnement” _builder_version=”4.27.0″ _module_preset=”default” header_2_text_color=”#38ABDD” header_2_font_size=”15px” locked=”off” global_colors_info=”{}”]<\/p>\n

    Conclusion<\/span><\/span><\/h2>\n

    [\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”||40px||false|false” locked=”off” global_colors_info=”{}”]<\/p>\n

    G\u00e9n\u00e9rer moins de questions autour de votre SIRH ne d\u00e9pend pas uniquement de la clart\u00e9 de l\u2019outil. Cela repose sur votre capacit\u00e9 \u00e0 structurer un \u00e9cosyst\u00e8me d\u2019accompagnement qui combine p\u00e9dagogie continue, relais humains, outils dynamiques et aide int\u00e9gr\u00e9e. En exploitant intelligemment une FAQ contextuelle, un r\u00e9seau de key users actif, et une assistance embarqu\u00e9e comme celle propos\u00e9e par l\u2019Assistant Shortways, vous transformez l\u2019exp\u00e9rience utilisateur tout en r\u00e9duisant durablement la charge de support.<\/p>\n

    \ud83d\udc49Vous voulez voir l\u2019Assistant Shortways en action\u00a0? Contactez-nous d\u00e8s maintenant pour une d\u00e9monstration<\/span><\/a>.<\/p>\n

    \ud83d\udc49\u200b Pour aller plus loin sur ce sujet, d\u00e9couvrez notre article : pourquoi mes utilisateurs n\u2019utilisent que 20 % des fonctionnalit\u00e9s de leur SIRH ?<\/a><\/span><\/p>\n

    [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.27.0″ _module_preset=”default” custom_padding=”0px|||||” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_code _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]<\/a>[\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

    FAQ, r\u00e9seau, formations, … D\u00e9couvrez dans cet article comment faire pour g\u00e9n\u00e9rer moins de questions sur mon SIRH !<\/p>\n","protected":false},"author":18,"featured_media":44762,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","cybocfi_hide_featured_image":"","spay_email":"","footnotes":""},"categories":[490],"tags":[],"class_list":["post-44631","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualite"],"yoast_head":"\nComment faire pour g\u00e9n\u00e9rer moins de questions sur mon SIRH ?<\/title>\n<meta name=\"description\" content=\"FAQ, r\u00e9seau, formations, ... 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