Why unofficial processes may be your organization's best source of feedback
Every organization has them.
The spreadsheet someone created because the system didn't track what they needed. The shared document everyone updates instead of using the official software. The unofficial Teams chat where people go to get faster answers. The experienced employee everyone calls before submitting a request because "they know how it really works."
Most organizations see these workarounds as inefficiencies.
But what if they're actually feedback?
For HR leaders, workarounds offer a unique window into how work really gets done. They're not just shortcuts—they're clues. And if you pay attention to them, they can reveal problems long before they show up in engagement surveys or performance metrics.
Every Workaround Solves a Problem
Employees rarely create extra work for themselves without a reason.
When people invent their own processes, it's usually because the existing one isn't meeting a need. It may be too slow, too complicated, too rigid, or simply disconnected from how work actually happens.
Over time, these unofficial solutions become part of the organization's operating system. New employees inherit them. Teams begin relying on them. Eventually, people stop questioning why they exist.
Instead, they ask, "Has anyone shared the spreadsheet with the new hire?"
That's a signal worth paying attention to.
What Workarounds Can Reveal
The workaround itself isn't usually the issue. It's what the workaround is trying to solve.
It might point to:
- A process with too many approval steps
- Technology that creates more friction than efficiency
- Unclear ownership between departments
- Information that's difficult to find or access
- Policies that make sense on paper but not in practice
In many cases, employees have already identified the problem—and quietly built a solution.
HR just hasn't been invited into the conversation.
Don't Eliminate the Workaround Too Quickly
When leaders discover unofficial processes, the instinct is often to shut them down.
After all, consistency matters.
But before replacing a workaround with the "correct" process, ask a different question:
What problem was this solving?
Sometimes the workaround exists because employees found a faster, simpler, or more collaborative way to accomplish the work.
Eliminating it without understanding its purpose may solve one problem while creating another.
HR Can Become a Better Observer
HR spends significant time evaluating policies, systems, and workflows. Workarounds add another layer of insight.
Pay attention to the tools employees create for themselves. Listen for the phrases, "This is how we actually do it," or "The official process doesn't really work."
Those conversations often reveal opportunities for improvement that formal reviews never uncover.
The goal isn't to encourage inconsistency.
It's to understand why consistency broke down in the first place.
Final Thought
Every workaround tells a story.
Sometimes it's about a process that's become outdated. Sometimes it's about technology that no longer fits the work. Sometimes it's simply about employees finding a better way.
For HR leaders, those stories are worth listening to.
Because organizations improve fastest when they stop seeing workarounds as rule-breaking—and start seeing them as feedback.
And sometimes, the best ideas for improving the workplace are already being used every day... just outside the official process.
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