Write for the employee asking, not for the agent. A usable policy says who it applies to, which version is current, answers the questions people actually ask, and names who to ask when it doesn’t.
Can’t the agent work it out?
It can only repeat or misread what’s written. It can’t settle something the policy never decided.
1. Say who it applies to.
Name the employee groups, sites or roles it covers, and any that follow different rules.
Practical check: If a policy applies to “most employees,” say who the others are.
2. Keep one current version.
Remove old copies from the places the agent reads, or label them clearly as replaced. Show the date the current version took effect.
3. Answer the common questions directly.
Add a short set of questions and plain answers in the words employees use. “How much notice do I give?” is easier to match than a clause about notification periods.
4. Make the exceptions visible.
Write down the exceptions, and who decides when a case doesn’t fit. An exception that lives only in someone’s memory can’t be found.
5. Name an owner and a review date.
Someone should be responsible for keeping it current, and for checking the agent’s answers after it changes.
A fictional before and after.
- Before
- Overtime may be approved in certain circumstances.
- After
- Overtime needs your supervisor’s approval before you work it. Staff on rotation follow the rotation schedule instead. Questions go to payroll.
Practical check: If two people read it and give different answers, the agent might too.
Read more: Why an HR Chatbot Gives Bad Answers, and What to Check · What Can an HR Agent Do?
The example is fictional. This is general guidance, not advice for your situation.