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Posts Tagged ‘Candidate Experience’

January 19, 2012

Steffan Martell of CareerBuilder on the Candidate Experience

The candidate experience includes rejection for most. Steffan Martell of CareerBuilder recently offered some clear guidelines on how the candidate rejection process should be handled. Click PLAY to hear what he has to say, and then scroll down to read more.

Steffan offers four main points to consider for keeping the rejection process in-line with the candidate experience and expectations.

  1. Use the same level/form of communication established
  2. Provide details on where they stand in the process
  3. Keep them informed along the way
  4. Provide candid feedback regarding fit and potential for future prospects

Use the same level/form of communication established
Steffan puts out some great criteria here. If you have spoken with a candidate, give them the bad news over the phone. If you have only had an email exchange, a digital dialogue is appropriate.

The personal relationship established with a phone call or an interview sets expectations high for the candidate. They know out of all the candidates you were highly interested in them. As many as 90% of candidates never get to a phone call, so this level of engagement sends a message that their qualifications are a close match. This creates hope and expectations for additional personal contact. (See more about candidate hope.)

The impersonal nature of the internet may at times make it easy for forget each applicant is another sentient human being. Delivering an exceptional candidate experience, even for the act of rejection, calls for some level of sensitivity and reciprocity.

Provide details on where they stand in the process
Gerry Crispin is an advocate for providing candidates with an interesting variety of data such as how many candidates typically apply per week or month and how many are hired during that same period. It’s a bit like the lottery publishing the winning odds. But, it also sends the candidate a message about the scope of challenge the company faces. In high applicant to hire ratio scenarios this can be a powerful form of level setting communication. This type of data does not have to be real-time data. Generalized stats should serve you well.

Having typical timeline and expected next step information can also be shared in a general format. With open or standing requisitions a blanket statement such as: “We contact the most qualified candidates by Friday of each week.” For one-off requisitions you may have more specific details. “The most qualified candidates will be contacted for a phone interviews by DATE. On site interviews will be conduct during the week of DATE. We anticipate a hiring decision to be made by DATE.

Candidates who do not hear from you by each of those dates know what that means. That does not remove the need to communicate with them, but it does in a Steffan Martell of CareerBuilder on the candidate experience manner let them know they have not advanced.

Keep them informed along the way
In our work on understanding candidate expectations, job seekers clearly stated one of their highest needs for information is on the status of their application. Steffan mentions the ‘black hole.’ It is too real for many candidates, due to recruiting processes that are void of communication tools being set up properly and recruiters who underutilize automation resources.

Any ATS worth its license agreement will have a candidate disposition process and automatically triggered communications. Make sure your process has well written messages to advise candidates of where they stand in your process.

Provide candid feedback regarding fit and potential for future prospects
Steffan offers another excellent point here. Job seekers want to know why they did not get the job. The evasive answer we used to teach our recruiters was to always use the “We were fortunate to get a lot of candidates to consider. After careful review, we advanced those candidates who seemed most qualified.”

While that response told the candidate the company process, it was void of insight for their personal growth. Martell suggests we share more. And to share in a manner that sets proper expectations for the future. Candidates hate to be strung along. Be frank and straight forward on whether you will keep them on your radar or not.

Remember, due to the fact that only one candidate gets hired, recruiting is the business of rejection.  Look for ways to do it well. Make better rejection part of your staffing process improvement initiatives for 2012.

Where Next?
Once again, there will be an application process for the Candidate Experience Award.
2012 will provide another opportunity to highlight those organizations that are doing it well, getting it right and being a leader in delivering an exceptional candidate experience. Check in here to begin the application process.

January 3, 2012

Maren Hogan of Red Branch Media on Candidate Experience

I had an opportunity to speak with Maren Hogan of Red Branch Media regarding the candidate experience. In particular, we spoke about the candidate rejection process.   Maren offers three great suggestions.  Click PLAY to hear Maren’s recommendations, then scroll down to read more.

Candidate as Consumer

Either directly or indirectly, your business may touch the candidate from a consumer or customer perspective.  Maren suggests we treat each candidate much like your marketing function would:  have good communication tools and methods in place, keep track of who you have in the pipeline and reach out to them.  Each interaction provides and opportunity to create a brand positive candidate experience.  Examine the messaging; the continuity and reactions candidates have to how your recruiting process impacts their perception of your organization.

Earlier this year, the first Candidate Experience Awards were presented to a few organizations that take the candidate as customer issue quite seriously.  In addition, a  Candidate Experience Monograph was drafted to provide some guidance on this topic. Additional information can also be found here.

Support Career Search Objectives

Maren suggests HR professionals must not impede the candidate’s career pursuit with vague, misleading or lack of communication. Candidates want to use their time and effort well too.  They do not want to be strung along. Give the candidate a No, to free them up to pursue other options. I wrote about the candidate’s act of hope and possible desperation with each Apply Now click.  Be sensitive the candidate’s situation.

Engage Fewer – Reject Fewer

What is the right amount of candidates?  There is no mathematical formula for that.  However there are some resources to consider. Maren suggests the use of pre-employment tests or assessments. These tools are extremely beneficial with high applicant to hire ratios.  You can read more about these resources on our main web page of on this blog. Maren also suggests focused and effective use of social media.

Candidate pools or communities can be created with a range of social media resources.  To reduce the broadcast approach to sourcing, investing time and energy engaging potential candidates through social media can reduce the number of candidates you may need to engage to find a good fit.  And the benefit of fewer candidates is fewer rejections.

Candidate source can also be analyzed with pre-employment assessment results.  This can help refine sourcing effectiveness by examining both the yield – hires per source, as well as competency profile by source.  Armed with this data, sourcing strategies can hone in on talent pools that drive up recruiter efficiency, improve quality of hire and reduce the number of candidates that need to get the rejection message.

Thanks to Maren for sharing a few ideas for improving the candidate experience.  If you would like to explore improving your candidate experience, give us a call or drop us a note.

December 13, 2011

Measure Twice, Cut Once – It is all about job-fit

Sage advice to the trades suggests an accurate fit can be achieved by taking the time to measure, and then to take a second measure to verify, before making the cut. Two measures increase the confidence in and accuracy of the cut. Following that guidance helps reduce waste and rework when crafting a fine object. The same holds true building a workforce that achieves superior results. Using a multi-method pre-employment assessment allows you to measure twice or even seven times within one candidate experience, to help determine job-fit.

Measure Twice, Cut Once

I have worked in the trades and the joke about the advice above is – I cut it twice and it is still too short! Well intended and skillful recruiters sometime take a pipeline full of candidates, cut it twice and still make job-fit hiring decisions that miss the mark. Measurement to support job-fit decisions is critical.

Job-fit is complex. I have never sat across the desk from someone who said, “Our jobs are simple, people don’t need to bring much to be successful here.” In fact, even in entry level jobs, the variables that drive success are complex and can be difficult to objectively measure. Jobs with complex demands require rigorous evaluation methods, methods that measure twice and cut once.

Measure Twice

A common practice in the use of assessment is to administer a combination of a personality or work style questionnaire and a reasoning test. This is a simple form of two measures. The unfortunate and common outcome is poor accuracy and the ‘cut’ can be ‘off the mark.’ Candidate job-fit is far more complex than a test score and diverse high-to-low ratings on a number of personality traits.

Multi-method pre-employment assessment integrates an assortment of evaluation types to deliver a whole-person examination of diverse knowledge, skill, traits, characteristics required by the job demands. Multi-method assessment makes it possible to obtain two or more measurements or evaluations of each job relevant performance domain. When attempting to predict candidate behavior across six to eight competencies, a well developed multi-method assessment can evaluate each competency with multiple measures, thus delivering a confident job-fit measure.

Multi-Method Measurement

Here are some common assessment types that can be integrated into a multi-method assessment.

Situational judgment – choosing among options on how one might respond to common interactions with customers or co-workers

Problem solving – accessing and considering information to address questions, resolve issues

Idea generation/brainstorming – recalling or synthesizing options for a given scenario

Work history – identifying job relevant career experiences, achievements, work habits and career management behaviors

Data analysis – computations, trend analysis, comparisons and drawing conclusions from various information sources

Diagnostic reasoning – applying rule-based logic to system analysis

Prioritization – evaluation and ranking of relative importance and potential consequences of work flow demands

Delegation – discerning appropriateness of and approach to assigning work to others

Multi-tasking – splitting attention among competing demands while performance complex tasks

Work style- comparative description of preferred behavior patterns

The elegance afforded by many of these assessment methods is the ease by which the content can be created to reflect or mimic the actual demands of the job. For example, a day-in-the-life of a manager may include working with operating statements to identify issue that need attention, coming up with a variety of ways to handle the action items, selecting action items to delegate to team members and being prepared to handle a variety of team member responses.   A multi-method assessment can combine a series of exercises that present that entire sequence; Data analysis, idea generation/brainstorming, delegation, situational judgment.

Whole Person Job-Fit Profile

Whole Person Job-Fit Profile

The complexity and diverse range of job-fit attributes measured with this approach allows candidate results to be presented across a job specific competency model.  This is done through the use of HR analytics and a scoring algorithm that weights and values candidate responses according to their relationship with actual on-the-job performance.

In addition to obtaining the evaluation information, the candidates are invited to step into the job and get a glimpse of what it is like to handle the work flow. The assessment can become a form of realistic job preview.

Pre-employment testing has evolved a great deal in the past few years. The web has provided a format for delivering a highly engaging and robust multi-method assessment experience. If you value accurate job-fit, it may be time to explore how a multi-method pre-employment assessment could support your recruiting and hiring process.

Call (888) 485-7633 or write to set up a demonstration.

Measure twice, cut once to reduce staffing waste from your hiring decisions. The result is a workforce that delivers superior results.

October 14, 2011

Assessments Are Now As Much About the Brand

Top Employers Deliver Better Candidate Experience

According to Moses Bar-Yoseph, the national director, talent attraction, for KPMG in Canada, “The line is now blurring between assessment and branding.”

KPMG Canada recently launched a pre-employment assessment for managerial candidates.  Positioned as a Day-in-the-Life experience, it provides a candidate experience as unique as the KPMG brand, and as challenging as the role of a manager in tax, audit or consultancy.  KPMG sees candidate engagement as a two-way process of both education and evaluation.

The KPMG Canada virtual job tryout was developed with high levels of involvement from across the firm.  Hundreds of existing managers completed the initial version of the assessment to support the in-house validation analysis.  Their responses to various day-to-day work issues, job relevant questionnaires, and individual business results were analyzed to create a scoring algorithm.  The go-live version reports on Overall Fit and provides ratings on KPMG Canada specific competencies.  Recruiters identify best-fit candidates quickly and objectively.  The results provide better candidate data for comparing and contrasting among candidates and exceptional decision support for hiring managers.

Bar-Yoseph was recently interviewed by Todd Raphael of ERE Media about the process.  The article is here.

October 6, 2011

Candidate Experience Awards – Virtual Job Tryout Client Among Winners

2011 Candidate Experience Award Stamp

Some organizations take their candidate experience seriously.  This year, after considerable thought, some survey data and insightful collaborative writing, The Candidate Experience Awards were conceived.

Gerry Crispin and a team nurtured the idea and a process for application and evaluation was born.  The industry is fortunate to have forward thinking individuals willing to get out in front and take some pull-forward actions.

Dwight and Jean Accept CEA


The candidate experience is complex with many touch-points.  Doing it all well is no small feat.  SunTrust, one of our Virtual Job Tryout clients was honored with a Candidate Experience Award at the HR Technology Conference in Las Vegas.

Our Kudos and Congratulations go out to the entire talent team at SunTrust.  Way to Go!

September 5, 2011

Virtual Job Tryout Demonstrations at Taleo World

Shaker Consulting Group will be conducting demonstrations of the Virtual Job Tryout for participants at Taleo World.  You will see how we create a candidate experience as unique as your brand, an evaluation experience as challenging as your job.

This is our sixth year as a sponsor/exhibitor at Taleo World.  It is a great opportunity for us to connect with our existing clients on the Taleo platform.  It also allows us to showcase our simulation for pre-employment testing to other Taleo clients.

If you are attending Taleo World, stop in and see us at Booth 23.

If you would like to read what some of our clients are saying about the Virtual Job Tryout, check out this sample of testimonials.  The decision support from candidate results enhances the recruiter experience.  Your recruiters identify best-fit candidates faster and build a workforce that delivers superior results.

We look forward to seeing your in San Francisco.

August 22, 2011

Recruiter Rights Vs. Candidate Experience

Rayanne Thorn of Broadbean sets out a call for recruiter rights over candidate experience in her blog post.

Recruiter Rights begin with recruiter responsibilities.  Sourcing that creates unnecessarily high applicant to hire ratios, candidate evaluation methods that rely on subjective word search and resume data review technology, and posting methods that present jobs to geographically distant populations are examples of recruiter self-inflicted wounds.

Resume spam is a function of technology looking for a solution versus recruiters designing a candidate experience that adds two-way value to the information exchange.  Most applicant technology interfaces are incapable of offering an assessment of candidates that differentiates job-fit capabilities in a meaningful and valuable way.  Beginning candidate evaluation with resume data is a GIGO proposition.

Gerry Crispin and I, plus a small, but growing list of people see a more candidate centric process as raising the rights and responsibilities of both parties in the business process called staffing.  Placing a more engaging and meaningful candidate experience into your process can reduce unwanted through a percentage who self-select out, and by providing data that compares candidates in a more useful manner.  Candidates and recruiters who have been through a meaningful experience offer testimonials that document the win-win.

The new Candidate Experience Award is about the entire, balanced approach to staffing process improvement.  Recruiter Experience AND Candidate Experience.

Come visit us in booth at 351 the HR Technology Conference.  Learn about the power of a Candidate Experience that improves the Recruiter Experience.

July 25, 2011

Shaker Consulting Group Hires Dr. E. Daly Vaughn to Support Virtual Job Tryout Design

To meet client growth and expanding market demands, Shaker Consulting Group is proud to announce the hiring of Dr. E. Daly Vaughn as Virtual Job Tryout Design Scientist.

“His experience in HR analytics, pre-employment assessment design coupled with the use of social media in hiring will prove invaluable as we expand our service offering,” said Joseph P. Murphy, vice president of Shaker Consulting Group.

Vaughn, a native of Texas, with a Ph.D. in Industrial/Organizational Psychology, brings a unique mix of capabilities to the firm.

For more information, read the full release: Shaker Consulting Group Hires Dr. E. Daly Vaughn to Support Virtual Job Tryout Design and Enhancement of the Candidate Experience.

July 21, 2011

Gaining Management Acceptance for Assessment Tools

This spring over Easter dinner, I was told by a highly successful, MBA grad from an Ivy League university that he could tell, without a doubt, whether a candidate was right for a job in 5 minutes flat. Perhaps he could. After all, Babe Ruth could hit 60 home runs while breaking every training rule in the book.

AssessmentUnfortunately, few of us are the recruiting equivalents of Babe Ruth. We need all the help we can get to accurately assess and select the best candidates for our jobs. But, how can we convince the would be Babe Ruth’s that there is a better (read: more valid, reliable, legally defensible and fairer) way to assess candidates?

My experience, working as both an external and internal consultant in candidate assessment, points to 3 important factors in gaining assessment tool acceptance:

  1. Assessment Fidelity, how close the assessment looks like the job, is assessment‘s secret weapon. It not only has a stronger track record in prediction of success for most jobs, but more easily gains acceptance from hiring managers and candidates alike. They “get it” because they can readily see and experience the job through the assessment process. Fidelity enhances the candidate experience.
  2. Have a Champion, Mid-way through a recent assessment project, we lost our executive champion. At that point we needed to re-sell the project and find a new champion. We didn’t; leading to acceptance challenges. Lesson learned. Visible leadership endorsement is a must.
  3. Ease of Use impacts  2 audiences: candidates and hiring managers. Hard to find candidates may not always be willing to take your best thought out assessment tools (though fidelity helps a lot here too). This in turn can lead to hiring managers blaming the tool for sourcing problems. Recruiters need to have a clear candidate message to convert those sourced into applicants. Know the organizational culture you’re working with. Are hiring managers and candidates patient, analytic and detail oriented or, fast paced, go with the gut types? Tailor your tool to meet your audiences’ appetite and realistically balance assessment style and time against tool acceptance.

A valid tool with strong psychometric properties and eye popping utility numbers is still only as good as management’s willing acceptance of it. The key to assessment success goes beyond validity. It is achieved by gaining the support of hiring managers through fidelity, a visible champion and making it easy to use.

Administrator’s Note:

John Miraglia is our first external contributor to the blog, a former client, and professional colleague. He has worked on the implementation of the Virtual Job Tryout for professional positions in the financial services industry. His insight and experience on implementing assessment is highly valued.

May 26, 2011

Music Video Meets Realistic Job Preview

Amerigroup, a leading provider of Medicaid insurance wanted to extend a compelling invitation to become part of the real solutions they provide.  They had already developed a collection of videos that demonstrate the nature of their work and profiled the clients they serve.  Commissioning The Verve Pipe to write, record, and film a song that pulls together the Amerigroup service brand created a realistic job preview with an emotional appeal that is palpable.  The best part is that this message works just as well for current associates as it does of candidates.  So Rise Up and click Play to step into a very unique candidate experience.

Here are three reasons this form of communication works well in an employment brand message.

Compelling Story

The lyrics invite the candidate to step into and step up to the demands of the service role Amerigroup delivers to the community.

Balanced Images

The examples of the workplace and the variety of clients served are candid and frank.  This is not a gloss-over message.  These are real people, with real issues, getting real solutions.  No bait and switch or one-sided message.

Multi-media

In this “experience economy”, candidates expect more from the web, more interaction, more truthful information, more interaction.  Candidates walk away with a sense of the contemporary spirit of the organization.

Kudos to Amerigroup for the vision to combine music video and realistic job preview.

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