improving the candidate experience
DESCRIPTION
ERE webinar from 5/20/09, presented by Elaine Orler.TRANSCRIPT
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
• Professional/Personal Profile
– with Permissions (Groups)
• “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 [email protected]
D: 858-748-3136