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Anyone who has looked for a job in the last decade has a moment when they suddenly realize they really aren’t going to be treated like a customer. In fact, the staffing equivalent of customer service typically reminds you not to bother to email. So why should you care? Gerry will share 5 questions every recruiting leader should ask themselves before they even begin to think about what candidate experience should mean to you. He’ll also share a dozen best practices (and a few of the worst) before he’s done as he reviews some of his more unique research approaches- applying to hundreds of companies each year under an assumed name.
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1
Engage Them or Enrage Them: You Have A ChoiceEngage Them or Enrage Them: You Have A Choice
Is your recruiting process World Class World Class or No ClassNo Class?
WHEN
WHAT
HOW
NEXT
When
What
What Do You Measure?What Do You Measure?
Source: Shaker Consulting Group www.shakercg.com
(43%)
(29%)(28%)
YES
NO
Don’t Know
Is Your Candidate Experience So Good It Is Viral?
Do You AskCandidates About Their Experience?
86%
14%
NO
YES
• Will “Candidates” continue to buy or recommend your products and services to others after applying for one of your jobs?
• Will “Candidates” go out of their way to tell their more qualified friends to apply…after you have turned them down?
• Will the “Candidates” you most want…choose you…or not?
• Are “Candidates” who become employees more…or less engaged?
If you Change Their Experience….
…what will be differentAnd who will care?TODAY vs TOMORROW
What Do You Measure?What Do You Measure?
Are All Candidates Equal?Are All Candidates Equal?
Are All Candidates Equal?Are All Candidates Equal?
Do Candidates Always Become Employees?Do Candidates Always Become Employees?
• You Offered Me Evidence That You See Me As An Individual.
• I Discovered People Like Me Who Are Valued Members of Your Company.
• I Found a Reason Why I Would Come and Stay [and work my butt off].
• You Offered Me Evidence That You Are Telling the Truth.
Target
Engage
Inform
Respect
How
Customize Navigation To Your Target Audience(s)
15-20%
Military
Source: http://www.dol.gov/esa/ofccp/presentation/OFCCP_ODEP_Webinar.pdf
_ Our Staffing pages display an EEO policy statement._ Our Staffing pages offer separate info describing accommodations in applying for a job._ Our Staffing pages can be navigated with a screen reader._ [disabled] Visitors can request more time before any [staffing] page "times out"._ Our Staffing pages avoid blinking, marquee and other epileptic seizure triggers._ Our Staffing pages allow [disabled] users to skip past repetitive navigation links._ Our Staffing pages provide captioning for all video and audio content._ Our Staffing pages can be accessed w/o using a mouse._ Our Staffing pages offer functional online forms, PDFs and PPTs for screen readers._ Our staffing pages show employees who are visibly disabled
<3%
Disability
Enterprise wide, single-purpose hardware & software communications app
Draft or expand existing communications policy to include:
- How you monitor employee communications, articles, quotes and
postings in media outside the firm.
- Examples of use of social networking to advance corporate interests
and vice versa
- Corporate interest in [or not] in dealing directly with providers of
communication, social network, collaboration technologies/providers.
- How the company and employees can best avoid potential conflicts of
interests, legal issues such as collusion, etc.
- Protocols for permitting recommendations and endorsements
- Acknowledgement of boundaries of employee free speech, free
association, and privacy rights in US, etc.
91% of Americans"have a mobile wireless subscription
Source: SHRM Staffing Research: The Employer Brand, April 2008
Core Values Excel
Innovate
Com
mun
ity
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Who are these recruiters?
Who are these recruiters?
Who are these recruiters?
Who are these hiring managers?
What is the job like?
Anticipate Candidate Questions and Answer ThemWhat is the job like?
What is the job like?
What is the job like?
2007200620052003 2004 2008 2009
36% 38% 32% 34% 28% 39% 51%
How do people get here?
How do people get here?
What are the next steps?
Anticipate Candidate Questions and Answer Them
What are the next steps?
How far can I go?
How frequently does this position come open?
How many people typically apply for this position?
Where are successful candidates sourced from?
What is the profile of the last person to compete successfully for this position?
How long until it typically is filled?
What happened to the previous incumbent?
What [range] are you willing to pay?
What does the Career Map of someone in this position look like?
Respect ALL Candidates
- Acknowledge me (ALL actions).acknowledge
-Promise to let me know when a selection is made.commit
-Promise to protect my dataprotect
-Tell me what comes next. disclose
-Offer me ‘Status’. respond-When you Screen me,Tell me what you learned.
share-Tell me what it takes to compete successfully.
guide
James Knee CricketJames Knee Cricket
Mystery Shoppers
20 Out-of-workHR Directors
Apply to:
2003 - Vinnie BoombotzCredit and Collections Supervisor
2004 - Gold E. LocksMarketing Assistant
2005 - Josh RandallRecruiting Team Leader
2006 – Ted E. BaerAdministrative Assistant
2007 – Morris (M.R.) GoodbarMBA Graduate
2008 – James (Jim) Knee CricketSales
2009 – William B. BagginsAccounting
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60%-78% Acknowledge
17 companies informed “Jim” when they rejected him.
Standard (35)- Thank you for your interest.- If we select you we will be in touch.- Do not reply
“You will be informed when this position is filled”- Nike, Container Corporation….
Thank you(be specific)
Brand(again and again)
Create Expectations
Promise closure
Manage feedback
“The meaning that attaches to the emotions, events and subsequent actions of people who seek,
express interest or accept an employer’s invitation to compete for a specific position.”
Exploring The Candidate’s ExperienceDefine The Candidate ExperienceNext
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A promise.
…I will seek a course that enhances the value my enterprise can create for society over the long term.
…I will strive to create sustainable economic, social, and environmental prosperity worldwide.
A passion.
Two-and-a-half year paid training program
Investment: Long term.
Investment: Long term.
Tie In Self-Assessments Self-Selection
54
Future/Convergence
_Interactive FAQs
_Video of High Performers
_Salary/CareerProgression
_Video Overview
_Qualifications tiedto Virtual Job Shadow Vignettes
_Access to Recruiters & Hiring Mgrs
_Data on current & projected openings & demographics
_Self-Assessments in the form of Simulations
_Direct Apply button
_Links to related SN/CS
Full Transparency.
54.9%
No Facebook
Linkedin Twitter
Myspace Other
36.6%
14.1%
29.6%
38.0%
38.0%
Collaboration
Mark Mehler & Gerry CrispinFounders and Principals
CareerXroadswww. CareerXroads.com, [email protected]
732-821-6652
THINK
Good Hunting!
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