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The ‘Candidate’ is Always Right
           February 24, 2009

                 Elaine Orler
     VP, Talent Acquisition Management
About Knowledge Infusion


                                                                  Founded in 2004 by Jason Averbook and Heidi Spirgi
           Global Company
                                                                  Leader in HCM and talent management consulting and
                                                                  advisory services

           Total Employees                                        Approximately 35, Across North America

           Headquarters & Offices                                 Minneapolis, MN; Offices throughout US

           Target Markets                                         Fortune 2000, Mid-market, Public Sector

           Number of Customers                                    Over 170
           Areas of Expertise                                     HCM and talent management, portals and self-service,
                                                                  performance, succession, recruitment, learning &
                                                                  development, talent/workforce planning, analytics,
                                                                  collaborative technologies

                                                                  Nordstrom, MetLife, Yahoo!, Turner Broadcasting, Intuit,
         Notable Customers
                                                                  Safeway, Luxottica, Health Net, AAA, Target, US Postal



                                                                          2
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Strategic Advisors Throughout Your Journey




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Knowledge Infusion Proprietary and Confidential, Copyright 2008
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


                                                                  4
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Agenda

     • Defining the Candidate Experience
            • Yesterday, Today and Tomorrow
     • Social Media Revolution
            • Maximizing the shift to collaboration for improved recruiting
     • “Edge” recruiting technology solutions
            • Bridging the gap in recruiting




                                                                  5
Knowledge Infusion Proprietary and Confidential, Copyright 2008
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



                                                                  6
Knowledge Infusion Proprietary and Confidential, Copyright 2008
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
   • Present
           • Find a job posting on line (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
   • Future
           • Network with company social groups, see twitter about need for resource
           • DT – the request, with a tinyurl link to linked-in profile
           • Get mobile text message back: TY – FF to HR for Eval. Text: Status to
             54000 anytime
           • Get Mobile text w/link to self schedule interview for tomorrow


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Knowledge Infusion Proprietary and Confidential, Copyright 2008
Which image best describes your candidate
     experience?




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Knowledge Infusion Proprietary and Confidential, Copyright 2008
Seven Ways to Build a Better Relationships Today
     • Remember the golden rule
            • Treat every candidate the way you’d like 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

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Knowledge Infusion Proprietary and Confidential, Copyright 2008
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?



                                                                  10
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Social Media Revolution



         Maximizing the shift to collaboration
         for improved recruiting




                                                                  11
Knowledge Infusion Proprietary and Confidential, Copyright 2008
It’s Not Just About the Consumer…




                                                                  12
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Social Media Overview

     Popular Tools for Recruiting:

     • Linked In

            • Professional Profile

     • Facebook

            • Professional/Personal Profile

                  – with Permissions (Groups)

     • Twitter

            • Static noise – constant banter

                  importance can vary                              Forrester Research

                                                                  13
Knowledge Infusion Proprietary and Confidential, Copyright 2008
The Concepts of Enterprise Software is Changing

     • User-Defined
            • Participation based on users preferences &
              delivery models
     • Cloud Computing
            • IT-related capabilities “as-a-service”
     • Consumer-Driven
            • Focus on usability, extensibility, revenue-
              impacting
     • Perpetual Beta
            • End of upgrades and emergence of continuous
              releases
     • Interactional
            • Focus on collective intelligence versus
              “transactions”

                                                                  14
Knowledge Infusion Proprietary and Confidential, Copyright 2008
The “Conversation Ecosystem” Leveraging
     Technology




                                                                  15
Knowledge Infusion Proprietary and Confidential, Copyright 2008
How Companies are “Blogging”




                                                                  16
Knowledge Infusion Proprietary and Confidential, Copyright 2008
How Employees and Candidates Collaborate and
     Interact Together




                                                                  17
Knowledge Infusion Proprietary and Confidential, Copyright 2008
18
Knowledge Infusion Proprietary and Confidential, Copyright 2008
‘Edge’ Recruiting Technology



     Trends in future technology




                                                                  19
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Why Internet Career Sites are failing today

                              Intranet 1.0                             Intranet 2.0
                                                                       • Social
                                                                       • Collaborative
                                                                       • Mobile
                                                                       • Mashable
                                                                       • User-defined
                                                                       • Incremental


                                                                  20
Knowledge Infusion Proprietary and Confidential, Copyright 2008
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


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Knowledge Infusion Proprietary and Confidential, Copyright 2008
Social Network for Recruiting




                                                                  22
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Social Networking for Recruiting




                                                                  23
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Mash-up of different technology




                                                                  Maps        Video




                                                                         24
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Portability of “my” information




                                                                  25
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Mobile Recruiting

                                                          • Mobile Recruiting
                                                                  • Global Market already here
                                                                  • US Market lagging
                                                          • Leverages Text Messaging for short
                                                            announcements, calls to action and updates
                                                                  • Text ‘Job’ to 88000
                                                                       • 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

                                                                                 26
Knowledge Infusion Proprietary and Confidential, Copyright 2008
Continue the Conversation




                                                                                     Elaine Orler
                                                                       Elaine.orler@knowledgeinfusion.com
                                                                                  D: 858-748-3136



                                                                  27
Knowledge Infusion Proprietary and Confidential, Copyright 2008

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The Candidate Is Always Right - CLE/Knowledge Infusion Presentation (Feb 2009)

  • 1. The ‘Candidate’ is Always Right February 24, 2009 Elaine Orler VP, Talent Acquisition Management
  • 2. About Knowledge Infusion Founded in 2004 by Jason Averbook and Heidi Spirgi Global Company Leader in HCM and talent management consulting and advisory services Total Employees Approximately 35, Across North America Headquarters & Offices Minneapolis, MN; Offices throughout US Target Markets Fortune 2000, Mid-market, Public Sector Number of Customers Over 170 Areas of Expertise HCM and talent management, portals and self-service, performance, succession, recruitment, learning & development, talent/workforce planning, analytics, collaborative technologies Nordstrom, MetLife, Yahoo!, Turner Broadcasting, Intuit, Notable Customers Safeway, Luxottica, Health Net, AAA, Target, US Postal 2 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 3. Strategic Advisors Throughout Your Journey 3 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 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 4 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 5. Agenda • Defining the Candidate Experience • Yesterday, Today and Tomorrow • Social Media Revolution • Maximizing the shift to collaboration for improved recruiting • “Edge” recruiting technology solutions • Bridging the gap in recruiting 5 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 6. 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 6 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 7. 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 • Present • Find a job posting on line (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 • Future • Network with company social groups, see twitter about need for resource • DT – the request, with a tinyurl link to linked-in profile • Get mobile text message back: TY – FF to HR for Eval. Text: Status to 54000 anytime • Get Mobile text w/link to self schedule interview for tomorrow 7 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 8. Which image best describes your candidate experience? 8 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 9. Seven Ways to Build a Better Relationships Today • Remember the golden rule • Treat every candidate the way you’d like 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 9 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 10. 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? 10 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 11. Social Media Revolution Maximizing the shift to collaboration for improved recruiting 11 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 12. It’s Not Just About the Consumer… 12 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 13. Social Media Overview Popular Tools for Recruiting: • Linked In • Professional Profile • Facebook • Professional/Personal Profile – with Permissions (Groups) • Twitter • Static noise – constant banter importance can vary Forrester Research 13 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 14. The Concepts of Enterprise Software is Changing • User-Defined • Participation based on users preferences & delivery models • Cloud Computing • IT-related capabilities “as-a-service” • Consumer-Driven • Focus on usability, extensibility, revenue- impacting • Perpetual Beta • End of upgrades and emergence of continuous releases • Interactional • Focus on collective intelligence versus “transactions” 14 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 15. The “Conversation Ecosystem” Leveraging Technology 15 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 16. How Companies are “Blogging” 16 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 17. How Employees and Candidates Collaborate and Interact Together 17 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 18. 18 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 19. ‘Edge’ Recruiting Technology Trends in future technology 19 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 20. Why Internet Career Sites are failing today Intranet 1.0 Intranet 2.0 • Social • Collaborative • Mobile • Mashable • User-defined • Incremental 20 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 21. 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 21 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 22. Social Network for Recruiting 22 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 23. Social Networking for Recruiting 23 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 24. Mash-up of different technology Maps Video 24 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 25. Portability of “my” information 25 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 26. Mobile Recruiting • Mobile Recruiting • Global Market already here • US Market lagging • Leverages Text Messaging for short announcements, calls to action and updates • Text ‘Job’ to 88000 • 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 26 Knowledge Infusion Proprietary and Confidential, Copyright 2008
  • 27. Continue the Conversation Elaine Orler Elaine.orler@knowledgeinfusion.com D: 858-748-3136 27 Knowledge Infusion Proprietary and Confidential, Copyright 2008

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