Improving the Candidate Experience
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Improving the Candidate Experience

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ERE webinar from 5/20/09, presented by Elaine Orler.

ERE webinar from 5/20/09, presented by Elaine Orler.

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    Improving the Candidate Experience Improving the Candidate Experience Presentation Transcript

    • Improving the Candidate Experience May 20, 2009
    • Today’s Presenter Elaine Orler Vice President, Talent Acquisition Management Knowledge Infusion Proprietary and Confidential, Copyright 2009 2
    • 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
    • Strategic Advisors Throughout Your Journey Knowledge Infusion Proprietary and Confidential, Copyright 2009 4
    • 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
    • Social Collaboration Maximizing the shift to collaboration for improved recruiting Knowledge Infusion Proprietary and Confidential, Copyright 2009 15
    • 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
    • It’s Not Just About the Consumer… Knowledge Infusion Proprietary and Confidential, Copyright 2009 20
    • The “Conversation Ecosystem” for Recruiting Leveraging Technology Knowledge Infusion Proprietary and Confidential, Copyright 2009 21
    • How Companies are “Blogging” Knowledge Infusion Proprietary and Confidential, Copyright 2009 22
    • How companies are blending the tools Knowledge Infusion Proprietary and Confidential, Copyright 2009 23
    • 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
    • Social Network for Recruiting Knowledge Infusion Proprietary and Confidential, Copyright 2009 25
    • Portability of “my” information Knowledge Infusion Proprietary and Confidential, Copyright 2009 26
    • 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
    • Continue the Conversation Elaine Orler Elaine.orler@knowledgeinfusion.com D: 858-748-3136 Knowledge Infusion Proprietary and Confidential, Copyright 2009 28