What happens if you fall ill during your holiday? How many days off can you carry over? What does a deferred deduction mean? Many organisations receive the same types of questions time and time again—particularly around pay, working hours, and time off. At SHIS Bostäder, they recognised the need to collect answers in a more accessible way, which led to the creation of a digital FAQ guide.
The guide was developed by Lina Westerdahl, HR Consultant, and Alison Romero, Payroll Specialist, who collaborated to produce the content. Initially, the aim was to respond to the most common questions submitted to the shared HR inbox, primarily about salaries. Over time, the guide has grown to include the entire HR area.
The guide is structured as a question bank with clear categories: salary and benefits, working hours, holiday, and absences. You can click on frequently asked questions within each category to view the answers. The guide also links many answers to the intranet, external services, or internal guides.
This format allows staff to access essential information without needing to read lengthy documents. It also helps everyone know exactly where to find reliable sources, reducing the need to email HR with recurring questions.
“I find it incredibly helpful for finding answers to frequently asked questions, and it’s a relief to have clear responses available as support in HR work,” says Kristin Lidman, HR Manager at SHIS Bostäder.
One of the guide’s major strengths is that it serves two audiences at once. Staff can instantly access the answers they need, while HR handles fewer queries manually. This also increases transparency, as everyone receives the same up-to-date information — creating greater trust across the organisation.
You can add new questions without altering the core framework, making it a sustainable tool for long-term use.
“Our HR team has done an outstanding job compiling the most frequently asked questions and answers in the HR and payroll field. It’s easy to use, and if anything is missing, updates are made quickly. It makes life easier for me, my team, and HR—saving valuable time,” says Anna-Maria Röstlund, Head of Digitalisation and IT at SHIS Bostäder.
Consolidating and structuring responses to frequently asked questions is one of the most effective ways to enhance internal communication and self-service. SHIS Bostäder has demonstrated that this can be accomplished in a straightforward, efficient, and user-friendly manner — with clear benefits for the entire organisation.
In recognition of its clear structure, wide relevance, and thoughtful design, SHIS Bostäder’s guide has been named “Guide of the Month.” A practical approach that simplifies, saves time, and offers inspiration to many. Congratulations, and well done!
Every month, we at InfoCaption select a Guide of the Month - a guide that we want to highlight a little extra because of the value it creates in the organization. As a thank you to the person(s) who created the Guide of the Month, we donate SEK 1,000 monthly to Hand in Hand Sweden, which fights poverty by creating more jobs in vulnerable countries. Hand in Hand works with the "help to self-help" model, which aligns with InfoCaption's mission "to make it easier for employees to help each other."