The Job Search: Some Paper Airplanes Use the Right Airport

There’s been a trend within the last couple months of national news media focusing on the black hole of the applicant experience, sending out the vibes that all applicant tracking systems work the same, and basically, suck.  Frankly, it’s embarrassing to me for my industry to be represented this way.

While I’d concur that there are some popular applicant tracking systems that serve as resume black holes, not all ATS’s are made the same.  A good ATS can ensure that the hiring organization follows a structured process that ensures every applicant is reviewed, whether by machine or man, for the jobs.

When users of our applicant tracking system post a job on their career site, a short questionnaire is attached to the job.  That questionnaire has been customized by HR based on the requirements of the job, and usually contains around 4-5 questions that can easily screen applicants out or in.  One Fortune 500 user who hires engineers includes questions such as “Are you at least 18 years of age – AND – able to provide proof you are eligible to work in the country where this position is posted?” and “What is your highest level of education?”  Simple answers to these questions can screen out 20% of the applicants up front.  Applicants are presented with a kind message letting them know they don’t meet the basic criteria – a great example of software narrowing down the applicants the organization has to wade through and providing instant feedback to the applicant.

Next, the applicant answers a couple more specific questions about the job that may not filter them out of the running, but provide valuable feedback to the person reviewing the app.  For example, many companies will ask an open ended question such as “Why are you interested in working for us in this position?”  This type of question provides an opportunity for the applicant to shine – to communicate his enthusiasm for the job, and outline why he is a good fit.  Lastly, the applicant provides a resume or fills out structured information about his work experience and education.

When the application is submitted, it is put into a queue for the hiring organization to review.  Most of our users ask a HR Generalist to first step through and review each application.  The generalist then flags those that are the best fit for the hiring manager to review, and with a couple clicks, sends all the top applications to the hiring manager via an easy to use web portal.  The hiring manager will then review the best applications and note which applicants should be invited for an interview.  Those applicants that are not a fit are updated to a not-qualified status.  The ATS automatically sends them an email informing them of their status.

Only when the above steps do not provide great candidates do our users begin to search across resumes using keywords.  And when they do, they are searching across job titles, essentially offering applicants a second chance at being matched to a good job.

Intelligently using an applicant tracking system in this way provides feedback to applicants, saves HR and hiring managers time, and provides a way for applicants to demonstrate their best fit to a real person.  Our clients don’t have to worry about their applicants’ resumes falling into a black hole, or paper airplanes finding no place to land.

Jennifer Brogee
Certified Usability Analyst
CIO, myStaffingPro

Happy Applicants and myStaffingPro

As a society we don’t spend enough time celebrating a job well-done.  We are always pressing on the next goal, finding another need to fill, and rarely stop and say “good job!”.

I keep a record of positive comments about our software that have been passed on to me.  I thought I would share some of the comments that have come from applicants applying for jobs.  It’s a way to congratulate our product team on a job well done!

Check out these actual emails or support tickets from job applicants using myStaffingPro to apply:

Subject: Help
Request. Support Code: 18431592

Thank someone at your company for making your on-line application process so easy.

Subject: Help
Request. Support Code: 19374142

I wanted to commend you on an excellent site.  The application and questioning process was very simple and quick.  Thank you

Subject: Just Thank You

Your Web site is very easy to understand.  The whole process is the best by far.

Subject: Help
Request. Support Code: 28576810

Not a question or a problem!

I want to thank the individuals who are responsible for creating and maintaining the web site where I just completed an application for a _____, for the tremendous job they’re doing.

I have submitted many online applications over the last several months, but although the experience is never pleasurable, it was pleasurable indeed to have the opportunity to provide ___ with all of the information they requested in a highly readable format with as little effort as possible while also being able to provide them with additional information that I believe will be useful to them.

Your online application process is very, very much better than any other I’ve experienced. Thank you!

Subject: Help

There is no question or problem.  I just wanted to let you know that your online job application is one of the best I’ve ever filled out.  Simple and efficient.

Subject: Visitor Email via Contact Form On Marketing Site

 I just wanted to leave a comment. I was searching for a job on the ____ website and noticed it is powered by you. It is a great tool. I am very impressed. It is easy to use, it works, and, is very aesthetically pleasing. I could go on and on. Every time I am searching for a job and see powered by ____, I want to write those people and tell them their product needs alot of help. It actually annoys me while searching for a job. It’s the opposite of your product. It never works right, it is ugly, etc. I hope you can try and persuade their customers to come to you. Maybe I should be writing them also. Have a great day.

And finally, for a good laugh… one of our help desk representatives had to share this unique experience with everyone in the company!

Live chat script:

Help Desk: Hello. How may I assist you?

Applicant: hi my name is jake and i am wanting to become a country music singer. i also know i need a manager and i have no idea what to do.

Help Desk: Hi Jake, I am a technical helpdesk for the application process and I don’t think I am able to help you. But, good luck to you.

Geek Talk Wrap-Up

myStaffingPro held its first ever Geek Talk on Tuesday, August 4^th.  Geek Talk is a conference call/ webinar in which myStaffingPro customers or prospects can chat with the developers behind the software.

From past research, we have found that as many as a third of the requests users have for new features on our software are for features that already exist.  I’ve heard of a study that Microsoft completed for its Office products in which they found the same.  The trick is getting the right features in front of the users who want them, while hiding those features from users who don’t.  This allows for the greatest ease of use for most users, but does pose a communication challenge.

We spend quite a bit of time on continual education and communication with our customers.  Since everyone is inundated with information daily, it is a challenge.  I was excited to learn during our Geek Talk session that at least one of our customers is benefiting from that approach.

“Your system has been really easy for me to train others also.  I like that too.  It’s excellent when you have 50-60 features, but when we started you offered just what we needed,” said one user.  “You have expanded like you have been consistently doing over the years and I think it was an easier transition initially from paper to the system for us … now it’s not that hard for me when I’m training someone on a new feature or new module because it’s just an add-on because they are already familiar with the basics of the system.  So that was a good strategy.”  We are glad to hear that our modular design makes training so easy.  That’s why we designed it that way!

Our next Geek Talk is scheduled for Thursday, September 15^th, 2011 at 2 pm.  If you’re interested in being a part of the session, add  comment below, or email me at Jennifer@mystaffingpro.com.

The Evolution of a SaaS Applicant Tracking System

I thought it would be fun to take a trip down memory lane, and give a short pictorial history of myStaffingPro applicant tracking system.

1999

Our first product as a company was DialApp, an interactive voice response system that companies could use to automatically collect job applications over the phone.

2000

Within a year, we built a web portal for reporting the applicant data collected over DialApp. We called the web site DialApp.com. I can still clearly picture the brainstorming meeting we had to choose the web application name. I don’t think that name lasted a year!

2001

Here we are in 2001 with our expanded application – this is our Build a List of Applicants feature. Notice we’re searching for a new name already. Kind of looks like fashion from the past, doesn’t it. But hey, we were proud of it at the time, and the functionality was robust.

2002

New logo – new name!

2003

In 2003 we streamlined the look of Build a List of Applicants a bit, added some shading, made it less crazy. We’ve still got the Quick Tools. Of course, there’s a lot more functionality not pictured here. We added a Requisition module, Sourcing module, and enhanced Reporting module.

2004

In 2004 we released our Fast Track Edition, a SaaS applicant tracking system that could be implemented by the customer with no technical support needed. Previously, implementations required support from our client services and technical departments.

2006

Fast forward to 2006 – the same Build a List of Applicants feature is displayed. The design is better, but we haven’t gotten rid of that awful teal color yet.

2007

We’ve replaced teal with blue – hooray! Build a List of Applicants:

Plus, a new logo:

Today

And now, we have a SaaS applicant tracking system with 10 years of feature rich development that offers over 75 add-on modules.

Build a List of Applicants:

5 Hiring Process Time Killers (And How to Fix Them with Technology)

Sometimes it just feels like there’s a lot of waiting during the hiring process.  Does this sound familiar?  Applicants apply online.  Someone in HR reviews the applications and pushes them to the hiring managers.  HR waits for feedback.  HR calls the hiring manager to try to speed the feedback process along.  The hiring manager decides on an interview.  Now we need to coordinate schedules.  Got the interview scheduled – great applicant!  Submit a background check.  But wait, we need more info from the applicant.  Wait for the applicant to fill out the forms.   Wait for the background check to be complete.  Try to get a hold of the applicant to submit the offer.  Wait for the applicant’s response.  Wait some more.  You get the picture.

A good applicant tracking system has tools to help speed all this along, and that will make everyone involved happier.  Check them out:

Time Killer # 1: Waiting for Feedback from the Hiring Manager

OK, so you’ve got a great career site and the applicants are flocking in.  HR shares some great applicants with hiring managers, but getting good feedback can be painful.  To speed things along HR can use email and an online portal to automatically push the best candidates to the hiring manager(s) for feedback.  The hiring manager simply clicks a link in an email, reviews the applicant information, then fills out his feedback about the applicant on a web portal.  All the feedback is recorded, and immediately submitted back to HR.  If the hiring manager takes too long to reply, he’ll receive an auto-email reminder. 

Time Killer #2:  Coordinating Schedules for an Interview

At the same time the hiring manager submits her feedback about the applicant, she can also indicate if she wants an interview scheduled.  If so, she can immediately enter her scheduling availability into the feedback portal.  An email is generated to the applicant, inviting him to an interview, and asking him to pick the best time available.  He picks a time, receives directions, information about what to bring, and an email reminder.  Both HR and the hiring manager are notified via email about the appointment that has been scheduled, and can easily add to the appointment to their calendars by clicking a link.  Multiple days are shaved off the hiring process by automating the feedback and interview scheduling.

Time Killer #3:  Collecting Information for a Background Check

Getting a signed background release form can be a major time killer, but it doesn’t have to be.  Upon scheduling an interview with the applicant, ask him to complete an online background check collection process before his interview date.  The applicant can enter his previous addresses, contact information, date of birth, SSN, and electronically sign the background release form, all in a secure, private online repository.  The information is ready and waiting to electronically submit to the background vendor after an offer is made.  NOTE:  Depending on state laws, the information might have to be collected after an offer is made, but it can still be automated.

Time Killer #4:  Communicating the Offer

Now you’ve found a great candidate and you want to make an offer.  Sometimes it feels like a game of cat and mouse to effectively communicate the offer to a candidate and get an absolute response.   Solution = build an offer workflow into your hiring process.  Not only can you configure a more traditional internal Offer Approval Workflow, you can also deliver the complete offer letter to the applicant through an Offer Portal.  Simply give the applicant a call, letting him know you would love to bring him on board, and instruct him to expect the offer letter via email.  He can then review it at his leisure, contact you for a counter offer, or electronically sign the offer letter, saving a lot of time and voice mail.  Plus, you end up with a complete, signed offer letter attached to the applicant’s record.

 

Time Killer #5:  Ordering the Background Check

Integrate the background check ordering process into your ATS.  If you’ve collected the information ahead of time, it can be pushed to a background vendor without having to duplicate data entry.  Results can be imported automatically into your system, making the process even slicker.

These are just a handful of pain points in the hiring process that can be addressed with technology.   Be creative, research technology providers, and ask their support teams to help you solve problems.  Often software providers have built in solutions you haven’t even heard of yet.  Tackle one problem at a time, and one day you’ll realize you have shaved days or weeks off your hiring process!

How to Add Checks & Balances to Your Hiring Process

I’ve been a part of hundreds of applicant tracking system implementations (via myStaffingPro), and the most successful hiring organizations take advantage to technology to add some checks and balances into their hiring process, ensuring that the people involved in the hiring process are following the organization’s hiring guidelines.  Below are some suggestions that have been successful for many organizations:

Use Pre-Screening Questions
A simple way to enforce basic qualifications is to build a pre-screening questionnaire into the online application.  Take your time, and determine those qualifications that are a “must have” for each job type, such as eligibility to work in the job location country, minimum age requirements, minimum education requirements, etc.  Mark the answers that are instant knock-outs as disqualifiers.  In the ATS, the candidates that fall into those knock-outs will be assigned a specific status.

Limit the Applicant Statuses Hiring Managers Can View
Configure the Hiring Manager Portal to only display applicants that fall within “pre-qualified” statuses.  With some organizations, the statuses include only those applicants who have been manually vetted by the HR team.  Other organizations will allow hiring managers to view any applicant that passed the pre-screening questions.  Some go as far as to require the applicant to pass an assessment before the applicant appears on the Hiring Manager Portal.   Just be sure your limitations don’t negatively impact your AAP goals.

Enforce Status Progression
Limit the next status your users can advance an applicant to.  For example, if the applicant is in the stage “Application Complete”, s/he can only be advanced to “HR – Reviewed – Qualified” or “HR – Reviewed – Not Qualified”.  The applicant can’t immediately be jumped from “Application Complete” to “Hired.”  This functionality makes a hiring manager stop and think before skipping important hiring process steps. (Of course, allow at least one administrator the ability to jump stages).

Limit Export to HRIS Until Verifications Are Complete
If your organization enforces that a background check is complete before the new hire’s start date can be assigned, limit the system to not export to HRIS until a valid background check, or other verification, is on file. 

One of the great advantages of technology is the ability to help us make better choices.  With just a little planning, and a powerful applicant tracking system, you can build automatic checks and balances, resulting in the enforcement of hiring policies, and ultimately, better quality hires.

What’s So Great About Netflix?

As I continue my examination of mega-popular web applications, I’m hoping to glean some insights that can be applied to HR Technology.  My next target is Netflix – purveyor of movies on demand.  Did its web application contribute to its success?  Let’s examine what attracted so many users.

It Works
Not only was its concept of sending videos through mail ground-breaking because of the speed at which they were delivered to customers, Netflix’s ability to stream consistent video over a variety of internet devices and connections has attracted large numbers of loyal customers.  I must admit that I’m one of them.  I am amazed at the quality of the video streamed over my Playstation 3, or laptop.  If I try to watch the same video of a TV show, for example, on the network’s web site, it is usually choppy or takes 5 years to load.

Singular Focus
The concept of the “movie queue” is simple and attractive to users.  The web site focuses on videos (movies, TV, etc.).  That’s it.

Easy to Use
My kids caught on to it too quickly.  Soon I was getting “Scooby Doo” sent to me in the mail instead of my latest choice.  So easy a 5 year old could do it.  I wonder if they tested the app with 5 year olds?

To be fair to the HR Technology arena, we don’t have the luxury of just being able to focus on one thing.  HR is a complex field.  However, focusing on the user and what is important to him/her is key.  In an applicant tracking system, each user has his own focus.  Is the interface for that user centered around that focus?