The Columbus Dispatch

Virtual onboarding here to stay, experts say

- Terry Collins and Charisse Jones

Just moments into a three-day virtual employee onboarding process in March, Marcus Nelson began thinking about what modifications he’d make as several ideas flooded his head.

“I was already thinking about how I can change this process for other new employees,” said Nelson, marketing head for Xos Trucks, a Los Angelesbas­ed startup that makes electric trucks for the likes of UPS and Loomis Security. “How can we take this onboarding from clunky and crappy to less strenuous and much easier?”

Three months later, Nelson, who works remotely in a suburb outside of Nashville, Tennessee, introduced an overhauled virtual onboarding for a new marketing coordinato­r joining his team.

Instead of three days, Nelson condensed the virtual onboarding into a two-hour onscreen meeting with company leaders and shared documents about marketing and branding, competitor­s and how to access key company data.

“It was a ramp-up made specifically for him. We made it shorter, more concise and very team-oriented,” Nelson said. “We didn’t expect him to absorb everything in one day, but we showed him in real time what his role is and who he can go to for help.”

Typically, onboarding, also known by some as orientatio­n, is an in-person process helping new employees understand their position and learning company policies. It ranges from receiving training and meeting colleagues to filling out paperwork. The timetable for onboarding can vary by the company as the process can take several days, weeks or even months.

But many executives and employment experts believe that virtual onboarding will remain post-pandemic. Why? Because traditiona­l methods apparently haven’t been working well for new hires even before COVID-19 forced many to work remotely and online, according to a 2020 Gartner recruiter survey.

Only 44% of recruiting staff say their organizati­on’s onboarding process effectivel­y integrated new hires into the company culture, the survey said. That statistic is backed by employees as another Gartner survey conducted last year showed only 32% of those hired in the previous 12 months felt a sense of belonging to their organizati­on.

“Organizati­ons need to be a lot more intentiona­l as they rethink the structure of onboarding,” said Lauren Smith, vice president at Gartner research. “New hires don’t expect everything to be perfect on day one, but managers need to be authentic during this important moment of transition.”

Here are some tips to make a virtual onboarding experience more effective:

Virtual quirks and perks

With more offices reopening as more Americans get COVID-19 vaccines, for many companies, the option to work from home is here to stay. And that means new hires will most likely need to learn the quirks and perks of their new jobs – virtually.

“Most companies are exploring hybrid models where some people work at least part time from home,” says Andy Challenger, senior vice president of the outplaceme­nt and business and executive coaching firm Challenger, Gray & Christmas. “So virtual onboarding is almost certainly going to continue.”

Successful onboarding is key to retaining new staffers and helping them hit the ground running, several experts say. But schooling new staffers on a company’s culture, systems and the specifics of their particular role can be difficult when managers and colleagues are unable to interact in person.

That’s where communicat­ion becomes key, said Jaime Moran, chief product officer with Sana, an Austin, Texas-based startup that helps provide health insurance benefits to small businesses. Moran, who started at Sana in

April and works remotely in Chicago, described her virtual onboarding process as “seamless,” with fewer meetings and more interactio­n with colleagues whom she has still never met in person.

“It’s a different experience as I’m very surprised how energized I feel being a part of the community and culture so quickly. I wouldn’t have expected it,” said Moran who is currently overseeing the virtual onboarding of her three new hires over the next 90 days.

She credits products like Loom, a platform popular with hybrid workers, to send quick video-recorded messages, and screen share instead of an email or a phone chat to explain tools and demos that are used with her staff.

The “onboarding experience, in general, is about building relationsh­ips with people who are going to be key to your success in the company,” Challenger said, “And it’s markedly harder to do that via Zoom.”

it’s not all about business

In that first meeting, give a new hire an overview of the business, as managers should carve out some time, perhaps 10-15 minutes just to get to know each other. “Make that specifically a part of the work because that’s the piece that gets so lost in a virtual setting,” Challenger said.

Nelson of Xos Trucks felt by adding a manager group meeting to the virtual onboarding process for his new marketing coordinato­r, it helped streamline the introducti­ons.

“By refining it, being deliberate and customizin­g the onboarding (experience, it) creates a whole new level of team building, not that kind of classroom experience where you take notes and try to remember everything,” Nelson said.

Onboard early, send equipment before first day on the job

Organizati­ons should consider giving new hires their equipment long before they start work so they’re ready to go, says Matt Martin, CEO of Clockwise, the maker of a smart calendar assistant that helps employees with scheduling time.

Also, if possible, organizati­ons should provide new hires with preboardin­g opportunit­ies before they officially start their jobs, experts say.

Chait, Greenhouse’s CEO, mentions in his book with Greenhouse co-founder and president Jon Stross, “Talent Makers: How the Best Organizati­ons Win Through Structured and Inclusive Hiring,” they strongly encourage early onboarding prior to that start date.

“What can get done before the start day and not after? It may be that two weeks before that day, IT needs to contact the person with a welcome email, explaining what sort of systems they’ll be tied into, and asking for certain informatio­n, so systems are up and running on day one,” the two executives wrote.

“Then one week before start day, the hiring manager might write to voice enthusiasm once more at the person’s joining the team.”

 ?? PROVIDED BY XOS TRUCKS ?? A team of managers at Xos Trucks meets with its new marketing coordinato­r during a recent virtual onboarding. Experts say virtual onboarding is likely to stay post-pandemic.
PROVIDED BY XOS TRUCKS A team of managers at Xos Trucks meets with its new marketing coordinato­r during a recent virtual onboarding. Experts say virtual onboarding is likely to stay post-pandemic.

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