Dan Ryan's View-Leaders & Entrepreneurs

Frustration

I keep thinking that someone will have something good to say about online application systems, but there are not many who feel good about them.

They are a necessary component of every employer’s talent acquisition program, but they seem to be a weak link in many.

This issue is not a huge one right now, but when the economy heats up and hiring starts picking up, which company wants to be known as one with a “user unfriendly” application system?  Not mine…

Here are a few more clips for your reading pleasure-these come from the Linked HR group on LinkedIn:

As an applicant, I’ve found most are simple enough. Those that parse the resume are better and they require simple edits. There are a few that don’t offer a review of the information and errors cannot be prevented. But most have been very useful.

I find on line applications like a big bridge that separates an applicant from the actual employer. I rather a more personal contact with an employer such as an e-mail address to send your application.

Well, the functionality of some sites are bad…they do not allow the applicant to complete the application…nerve racking..

As a current job seeker I find the whole on-line application rather disappointing. Many of the positions advertised are no longer available which is rather a dishonest approach because it does not put any closer to the employers and you are at the mercy of the recruiter. I agree with Carmen and Jesus, very nerve racking…

Its seriously frustrating. Specially the resume importer that imports your personal information. It totally messes up the application instead of helping out. Numerous drop down menus, filling up dates into proper formats at this time of recession for a recent graduate is not easy.

See my interesting example: I applied online to a job. The application was quite easy to fill in, I was able to attach my CV easily as well. Two days later I received an automated refusal saying that I am no qualified for the position and they would continue with other applicants. Well, fine, it happens…. But previously, at the same time of my online application I sent my CV directly to the company via e-mail. On the same day when I got the refusal from the online tool, I was also invited for an interview by the contact person to whom my e-mail was sent and it turned out by the end of the interviews, that I was the best candidate and I was offered the job. Nobody could ever tell me why I got the refusal from the system…..

Good question, Ryan! And all these predictable responses are all valid, because the candidates are the customers, and the customers are always right!

The first answer is that many employers themselves are frustrated with their online application systems because without proper search engine optimisation, too few good candidates get to see the system in the first place. And when they do get to the careers page, if it’s a hassle, the best, most-in-demand candidates will give up and go to the competitor with the more pleasurable experience.

The second answer is that recruitment agents like yourself are frustrated with the agency portals because they don’t have enough or the up-to-date information on them, and the management reporting is lousy. And not supporting third parties hinders recruitment of quality candidates.

The third answer is that damaging the candidate experience damages the employer brand, and that soon damages the product brand, and with that, profits. We researched the Loblaw group of retailers in Canada and discovered that 100% of Canadians were customers of and 8% had applied to work at one part of the group or another. They now know that frustration with online application systems means frustration at not getting bonuses!

1) I have tried to apply via malfunctioning ATS systems. Employers, check your systems. It’s amazing how many of them simply do not work, but applicants have no other means to use.

2) One had an 800 number available for help. I called. Customer Service said it could not help me. I believed them. Why post a CS number? This company is a retailer based in Northern CA.

3) Some are programmed to request a definitive salary figure, and others a social security number. Imprudent.

4) Some are not protected from potential hackers whatsoever. Take your chances. What else is unprotected at that company?

5) Most accept cover letters; some do not. Too bad you don’t know ahead of time.

6) Recently, one allowed me to delete and replace my resume. Too bad it deleted most of my keyed data as well. Most, but not all, data was deleted.

It’s interesting to hear HR folks regret installing these systems which they, too, must use as applicants. Overall, HR should be involved with which questions are asked. Then recruiters should use their own systems periodically. Personally, I have never helped install one for my employers.

Taleo is pretty good. Interestingly, last week I used a system I had never seen before. It did not even have a name. A large international company uses this. I agree, the ATS is geared for employers, not applicants. And many companies appear to have non-HR folks specify questions. Or the questions come prewritten with the system.

The drop-down menus can be time-consuming. Identify your college, for example, among the hundreds we list. Typing the name would actually be quicker for me, but that wasn’t allowed. Ah, time is limited even for those not employed.

I do judge a company by the application experience. In today’s marketplace, it is unfortunate how applicants are treated. Julia Vegh had a unique experience; I had not heard that one before.

Requesting only ASCII resumes drives me nuts. The same goes for automatically converting them. Employers rely on so much technology that the *human* in human resources is lost. It’s a shame.

Luckily, I have not lost sight of why I chose HR as my profession. My next employer will benefit from this insight as past employers have. Now I understand why applicants sent me so many thank you notes when I recruited. I also received resumes simply by word-of-mouth which reduced our expenses. I thank all those who recognized my efforts.