Improving the Candidate Experience

Improving the Candidate Experience

May 20, 2009

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Today’s Presenter

Elaine Orler Vice President, Talent Acquisition Management

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About Knowledge Infusion

•  Leader in human capital management, talent management & social collaboration consulting, advisory and intelligence services

•  Ranked #3 fastest growing private companies in region

•  Headquartered in Minneapolis, Minnesota with offices throughout US

•  Over 200 global customers including MetLife, Turner Broadcasting (CNN), Luxottica Group (Sunglass Hut), Intuit, Fairmont Raffles Hotels, Clorox, Target

•  Largest online human capital management community…with over 2,500 members

Partnership

Passion

Celebration

Talent

Knowledge

Trust

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Strategic Advisors Throughout Your Journey

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The Customer is always Right

Customer: *on the phone* “I know you aren’t tech support, but I have an easy question.”

Me: “Ok…” Customer: “How do you make the @

symbol…you know, for the email?” Me: “You hold the shift key and

press 2.” Customer: “Won’t that just make a

capital 2?” • Notalwaysright.com

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Agenda

• Redefining the Candidate Experience •  Yesterday, Today and Tomorrow •  Optimizing the application experience to drive

a quality relationship

• Social Collaboration •  How to draw talent to your career site from

other social media sites •  Maximizing the shift to collaboration for

improved recruiting

• Recruiting on the “Edge” •  Bridging the gap in recruiting •  Options for driving an extended experience

with a candidate centric model

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Polling Question 1 – Setting the Stage Today

What recruiting problem are you the most focused on solving right now? 1.  Branding the recruiting efforts to drive

more candidate interest 2.  Identifying more sources/destinations to

find more candidates 3.  Better filtering/screening the quantity of

candidates already applying 4.  Restructuring/realigning the recruiting

efforts to improve hiring success

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Definition of Candidate

• Anyone that has the potential to work for your organization OR has expressed an interest in working for your organization past, present or future •  Job Seeker

•  Applicant

•  Contact

•  Lead

•  Friend

•  Family

•  Employee

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Evolution of the Candidate Experience - Past

• Review an advertisement in the paper on Sunday

• Submit a cover letter and resume via USPS mail

• Call to confirm resume was received • Receive a ‘Thanks but No Thanks’ Letter 2 weeks later

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Evolution of the Candidate Experience - Present

• Find a job posting online (advertisement) any day of the week

• Link to the company website, complete the online application form, submit resume

• Webpage refresh confirms receipt, but call to confirm anyway: get voicemail message saying ‘due to volume we are unable to answer your call’.

• Receive ‘Thanks but No Thanks’ Email 2 days later

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Evolution of the Candidate Experience – Future

• Network with company social groups on Facebook/Linked-In, see Twitter about need for resource

• D – the request, with a tinyurl link to online profile

• Get mobile text message back: TY – FF to HR for Eval Text: Status to 00000 anytime

• Get Mobile text w/link to self schedule interview for tomorrow

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Polling Question 2 – Which describes your organization?

Which of the three Candidate Experiences best describes your organization?

1.  Past – dependent on print media, still accepting paper resumes and applications, manually managing the recruiting process

2.  Present – Driving traffic to the career site to complete the online application process

3.  Future – Leveraging collaborative technologies to drive engagement with candidates across multiple platforms (i.e. web, text, mobile, etc)

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Seven Ways to Build a Better Relationships Today

•  Remember the golden rule •  Treat every candidate the way THEY WANT to be treated.

•  Avoid the “black hole” syndrome •  No matter how many resumes you receive, acknowledge

the receipt of a person’s resume or job application. •  Use technology for what it does best

•  Give the candidates what they want most – timely feedback. Use email for frequent, short communication.

•  Don’t send mixed messages •  Describe the job and the organization candidly and

accurately. •  Create a comfortable atmosphere

•  Candidates who are at ease are more likely to provide the information needed to drive accurate selection decisions.

•  Recognize that small things lead to big impressions. •  Be attuned to professional details.

•  Create your own talent pools for future recruiting needs

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Questions to Ask Yourself

•  Is your process working well? •  Are you satisfied with the quality of candidates and the efficiency of your

procedures? • Does your recruiting process enhance or detract from candidate’s

experience with your company? • How would candidates feel about your responsiveness to their interest

and formal inquiries? • Do you regularly evaluate your process to ensure that you are doing the

best you can? • Does your process need to be updated to reflect current business

climate? • Does your process effectively incorporate new technology?

• When a new employee reflects on their hiring experience, is it a good memory? Or is it an unpleasant one?

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Social Collaboration

Maximizing the shift to collaboration for improved recruiting

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Why Company Career Sites are failing today

Intranet 2.0 • Social

• Collaborative

• Mobile

• Mashable

• User-defined

• Incremental

Intranet 1.0

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What is Social Collaboration?

Portals/Self- Service

Social Networking

Profiles & Expertise

Knowledge Sharing

Collaboration Conversations

Intellectual Capital

Communication

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The Extension of Talent Management and Social Collaboration

Process Support Recruiting

Performance Mgmt Compensation Mgmt Succession Planning

Learning

Process Support Recruiting

Performance Mgmt Compensation Mgmt Succession Planning

Learning

Conversation tools

Wikis

Forums

Social networks

Blogs

Widgets

RSS Multi- media

Social network analysis

Informal learning

Rapid time-to-productivity

Employee engagement

Speed time-to market

Customer engagement

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Social Media Overview

Popular Tools for Recruiting:

•  Linked In

•  Professional Profile

•  Facebook

•  Professional/Personal Profile

– with Permissions (Groups)

•  Twitter

•  “microphone broadcasting the

water cooler conversation.” Forrester Research

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It’s Not Just About the Consumer…

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The “Conversation Ecosystem” for Recruiting Leveraging Technology

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How Companies are “Blogging”

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How companies are blending the tools

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Ernst & Young Career Site on Facebook

Source: http://www.facebook.com/ernstandyoungcareers?ref=nf

•  Video •  Discussion Threads •  “Fans” •  Polls •  Photos •  “Intern Experience” •  Twitter •  “Culture Brochure” •  Corporate Responsibility

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Social Network for Recruiting

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Portability of “my” information

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Mobile Recruiting

• Mobile Recruiting •  Global Market already here •  US Market catching up

• Leverages Text Messaging for short announcements, calls to action and updates •  Text ‘Job’ to 00000

•  Receive information on how to apply

• Mobile Device Optimized •  Job posting formatted for smart phone applications

and screens •  Response process simplified to express interest, or

request more information • Bridges Generational and Economic gaps for

attracting talent

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Continue the Conversation

Elaine Orler Elaine.orler@knowledgeinfusion.com

D: 858-748-3136