Improving the Candidate Experience

Improving the Candidate Experience May 20, 2009

About Knowledge Infusion •  Leader in human capital Knowledge management, talent management & social collaboration consulting, advisory and intelligence services Passion Talent •  Ranked #3 fastest growing private companies in region Partnership Celebration Trust •  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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 3

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 5

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 6

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 7

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 8

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 9

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 10

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 11

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) Knowledge Infusion Proprietary and Confidential, Copyright 2009 12

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 13

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? Knowledge Infusion Proprietary and Confidential, Copyright 2009 14

Why Company Career Sites are failing today Intranet 1.0 Intranet 2.0 • Social • Collaborative • Mobile • Mashable • User-defined • Incremental Knowledge Infusion Proprietary and Confidential, Copyright 2009 16

What is Social Collaboration? Portals/Self- Intellectual Service Communication Capital Knowledge Social Sharing Networking Collaboration Profiles & Conversations Expertise Knowledge Infusion Proprietary and Confidential, Copyright 2009 17

The Extension of Talent Management and Social Collaboration Employee engagement Social Conversation tools Informal network learning analysis Widgets Wikis Process Support Process Support Recruiting Recruiting Performance Mgmt Performance Mgmt Multi- Compensation Mgmt RSS Compensation Mgmt media Succession Planning Succession Planning Learning Learning Speed Blogs Forums time-to Customer market engagement Social networks Rapid time-to- productivity Knowledge Infusion Proprietary and Confidential, Copyright 2009 18

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 19

Ernst & Young Career Site on Facebook •  Video •  Discussion Threads •  “Fans” •  Polls •  Photos •  “Intern Experience” •  Twitter •  “Culture Brochure” •  Corporate Responsibility Source: http://www.facebook.com/ernstandyoungcareers?ref=nf Knowledge Infusion Proprietary and Confidential, Copyright 2009 24

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 Knowledge Infusion Proprietary and Confidential, Copyright 2009 27

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Improving the Candidate Experience

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