iCIMS Hacks: Data Purging, Texting ROI, and Approvals

Tips from iCIMS experts! Learn about purging data early, customizing portal labels, setting proactive privacy policies, using WhatsApp with Text Engagement, tracking texting ROI, and handling job approval paths. Join us to sharpen your system admin skills! #iCIMS #HRTech

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Transcript

00:00 Natalie Duncan: Welcome to System Admin Insights, brought to you, as usual, by the IRD team. We've got, uh, myself. Hi, I'm Natalie. 00:09 Natalie Duncan: We've got Caitlin, running point. Thank you so much for running point on the, the deck and all the things. We've got Vivian, Paul, uh, and Jenny here with us today, too. 00:20 Natalie Duncan: We have a new IRD member that joined this week that we're super pumped about. And, uh, she's a fly in the background, but feel free to send her some love. 00:29 Natalie Duncan: Send in the chat. Welcome to IRD, Jenny. Jenny! Thanks for being a trooper about that. I can't help it. I love her a lot. 00:39 Natalie Duncan: But happy, happy Friday, everybody, too. And, and, as usual, in this chat, in spirit of gratitude, it's something that we consistently practice on all of our team huddles and even in our one-on-ones, too. 00:51 Natalie Duncan: So we'll start today, as usual, with what we're feeling grateful for. I'm happy to just kick that off and throw it out there to say, grateful for the, the love and support, uhm, of my wife and our family and all the things that she does to run the show, run the household, run life while I get the pleasure 01:11 Natalie Duncan: of being part of the IRD team and being at a desk throughout the day, though fun and remote, but glad to have that, that love and support in the house. 01:19 Natalie Duncan: So keep dropping in the chat, let's see what everyone's grateful for on this beautiful Friday. Sleep token, yep. As usual, Caitlin, congrats on having a new song come out today, that's always an excited feeling, kind of takes us back to feeling like we're in middle school and the new NSYNC song came 01:36 Natalie Duncan: out and the concert's right around the corner and we're just all feeling that. All right, and Amanda, grateful to look forward to running a 5K with dad, very cool. 01:46 Natalie Duncan: Have fun, be safe, don't break a leg, or is it, no, the phrase is break a leg, that's more of a theatre thing too. 01:53 Natalie Duncan: Enjoy that, ah, I feel like I'm out of breath already just thinking of it, but I'm not the one running, so kudos to you for doing that. 02:01 Natalie Duncan: Paul, grateful for prickly, spiny, clicky, fidgety toy. I love it, if you have that feeling. Michelle, grateful for supportive manager. Yeah, those make the world of a difference, ah, and I'm glad to say that the whole IRD team fills that with having a supportive manager, um, the wonderful Alex at the 02:23 Natalie Duncan: helm of IRD and here with SAI, ah, cause though being an entrepreneur and doing all the things he does, at the end of the day, he's also our manager that we're insanely grateful for as well, too. 02:34 Natalie Duncan: So, Michelle, beautiful share there as well, too. And Heather, starting vacay tomorrow. Thanks for choosing to join SAI the day before vacation. 02:42 Natalie Duncan: Going to the beach sounds fantastic. Chance to unplug. God, the gratitude's pouring in. This feels like even more than usual. 02:48 Natalie Duncan: Thanks, guys. Scrolling so, so fast, too. Cordell, I see completion of a new deck and patio at my house. What a win! 02:57 Natalie Duncan: If you have any pictures, we have to share those in our general space in the SAI platform. That's an insane accomplishment. 03:04 Natalie Duncan: You enjoy that, my friend. And Christine, grateful for Vivian's help. Heck yeah, with event notifications. Fire, always grateful for that. 03:12 Natalie Duncan: And so many things. Things keep scrolling. I can't keep up with the wheel on my mouse. But thanks everyone for playing. 03:18 Natalie Duncan: Coming along in the gratitude game. It's such a great, great practice. All right, our typical reminders as usual for every SAI call is we are recording this session and we'll be able to post this recording in our Circle platform. 03:32 Natalie Duncan: AKA the SAI platform, and the transcript does get incorporated into our chatbot that we have here to really help out with responses and the audio will turn into a full episode and shared in our newly launched, uhm, IRD podcast. 03:50 Natalie Duncan: All right. Today's agenda is going to be a bit on the shorter side. We're going to spend most of the time with general questions, and as usual, starting with SAI. 04:00 Natalie Duncan: members first, and then as time allows, we'll, of course, open up the floor for others joining our free Friday call to ask their questions, either by coming off mute or dropping the question in the chat if you'd like to go about it that way as well. 04:15 Natalie Duncan: And at the end of our call, we will also spend a few minutes just going into smaller breakout rooms so that we have a chance to connect with our fellow SAI members here, keep putting faces to the names, have a chit chat if or share something that you might be working on that we could just learn and talk 04:32 Natalie Duncan: about together in a smaller group scenario versus having nearly 30 of us on a larger call. And then at the very end, we are going to recap the call in kind of what we think about as a post-live show or an after-call show where we'll just take one learning that each of us learned. 04:53 Natalie Duncan: So if you're filling up for it and there is something that you take away from it, from today's call, uh, out of all of the questions that we have a chance to talk about, we invite you to hang out with us in the post-show to be part of a short recording that we just like to dub as What We Learned. 05:09 Natalie Duncan: And we take that video and we not only show it and share it in SAI, but we share that out through the world of LinkedIn to continue showing how this System Admin Insights community collaborates together every week, learns from each other's, just even from hearing comments. 05:26 Natalie Duncan: And continue to invite and spread the word to bring more folks to add to this already highly engaged community. So, a lot of words for a short agenda. 05:35 Natalie Duncan: Thanks for bearing with me. All right, and our upcoming Free Friday Talks. Next week, we will be having another session of Now You Know with Vivian, and it's specifically around scheduled reporting and ISIMs. 05:51 Natalie Duncan: The following week, we're going to do a show and tell where that takes place. Is around cost per hire and a lot of the great work that's being done behind the scenes to calculate that. 06:01 Natalie Duncan: And then later in May, we will be having secret candidate and we'll touch base more about what that is a little bit later today. 06:08 Natalie Duncan: All right. And when we look at what's happening in the SAI platform, we do have a seven day leaderboard that looks at how you engage with the platform. 06:20 Natalie Duncan: Are you posting a lot? Are you responding to others or liking and engaging with all of the different content and posts? 06:27 Natalie Duncan: Set her out there. And this week, Cheryl Callaway snuck up once again in the first spot and knocked down Kate and Amanda a couple of spots. 06:36 Natalie Duncan: They took lead last week too. So as you can see the quirky dancing parrot. Cheryl gets the dancing parrot award and I don't know. 06:44 Natalie Duncan: She's on the call. I'm going to look through chat right now to see if we have Cheryl's name. I'm not seeing it because I was going to invite her to do just what does a dancing parrot dance look like? 06:55 Natalie Duncan: Is it what the screen is showing? Is she going to replicate it? I don't know, but we might want to do. 07:00 Natalie Duncan: I'm curious, do our own little, and this is how I dance. Congrats, Cheryl again. Um, and Cordell and Amanda right behind her. 07:07 Natalie Duncan: Very good. Leaderboard, looking good as always. Okay. And one other reminder, as usual, part of being, um, a paid essay. 07:15 Natalie Duncan: I'm. One of the things is that we do host exclusive office hours to our members. And in the upcoming weeks here, too, we've got office hours spread out across the entire IRD team, which typically you can find one available on just about. 07:30 Natalie Duncan: Every given day of the week. Alright, and one other mention, too, about secret candidate. Um, show of hands or maybe drop it in the chat. 07:41 Natalie Duncan: This might be your first time you're hearing about this. For many on the call, you. I've probably heard about this a little bit every single week, but secret candidate is kind of similar to being a secret shopper out in the world of having someone go through and experience your storefront, or in this 07:57 Natalie Duncan: case, in the items. So if you'd ever like to have a chance to have the members of SAI be invited to go through your apply experience and have us take that data and analyze it. 08:12 Natalie Duncan: and package it and give it back to you as a gift. Or you can have some great actionable takeaways. That's what we do with Secret Candidate. 08:20 Natalie Duncan: And next up, in just a few weeks, is Julie Shaferchase from Depero. So. Or to come on that. I think we got through a lengthy agenda. 08:32 Natalie Duncan: Thanks for bearing with me through that. Uh, but we're going to now just go ahead and transition to our live call question. 08:40 Natalie Duncan: So we're going to go ahead and pop open our SAI platform and take a look at what questions we have in there. 08:49 Natalie Duncan: Get this moment as we reload that. One for any new eyes, you can kind of get a look and feel of the platform. 08:58 Natalie Duncan: We've got that isum section over on the left hand side and then everything in the middle looks like that social media experience. 09:05 Natalie Duncan: Just a platform of engaged content. Um, and perfect. So we are on our live call questions and we will just dive straight in. 09:18 Natalie Duncan: Alright. So this one here is from Liz. I'm gonna take a quick scroll again just to see if Liz may have joined. 09:24 Natalie Duncan: I don't see her name unless it's uhh- under- I see in Elizabeth, but that might be a different name. I think the last name is actually different. 09:31 Natalie Duncan: Ironically, it's also a C, but not that. So we might- we may go ahead and skip this one for now, Caitlin. 09:38 Natalie Duncan: We got to touch base on it briefly last week, but have a little bit of unique chatter around- a unique scenario with that. 09:46 Natalie Duncan: Cordell, I know our good friend Cordell is on the call. Cordell, over to you to go ahead and talk through your question that you posted a few days ago. 09:55 Cordell Ratner: Sure, I am here. Um, this is kind of a follow-on to one. It's an issue that we're having where we have one login group that has several people and we, and our job requisitions, global approval list, we want the possibility for any of those three people in that login group to be able to. 10:12 Cordell Ratner: So, if uhm, Vivian was kind enough to offer, uh, a suggestion about being able to skip job requisitions. So if we, or skip approvers. 10:23 Cordell Ratner: So if we put all three of those people in as the approver and. Our approval list, umm, somebody approved it and then that person would skip the other two people, um, on that list. 10:33 Cordell Ratner: We are interested in saying if there is a way to monitor, umm. The case where potentially somebody is a bit skip trigger happy and clicks on skip, uhh, for another approver, umm, that they're not supposed to be skipping and so is there a way to audit. 10:54 Cordell Ratner: The skips and I've contacted Isam's support and they said, well, we don't have, if you do an approval search, there is no, umm, yeah, but you're highlighting that. 11:07 Cordell Ratner: There's no choice for a skip under- there. Uh, the best they could do is in an output field, yeah, down below. 11:15 Cordell Ratner: Um, we could create whatever that last one on the right is, um, or one of them says skipped and months is like pending and months is of, I forget. 11:26 Cordell Ratner: We could do something there and I could group things by, by job racks and, and, and manually look through, uh, that sort. 11:34 Cordell Ratner: Um, so I was wondering if there's any, anybody has any other ideas as to how I could identify. Um, skip ones and, and if we do Vivian's, uh, suggestion where we're always going to have two of our three people skipping. 11:51 Cordell Ratner: I really am concerned about if a job rack has th- three skips on it. Cause that's the one that's of, of interest to me. 11:58 Vivian Larsen: The only other suggestion I have for you in this particular case is there is a way to set the system to, to require a minimum number of approvers. 12:09 Vivian Larsen: So, in addition to it skipping, you could make it that it's, it's requiring two or three as your minimum number of approvers, so it will stop. 12:21 Vivian Larsen: Like, it, it will override. If you have, like, four people in your promo path and the first person gets skip happy and skips all three of the people after them, um, it will stop them from skipping that last person because it's got a minimum number of two. 12:37 Vivian Larsen: As you're required. Provers. 12:41 Cordell Ratner: Okay. 12:42 Vivian Larsen: Yeah, but this is one of the downsides of having your users allowed to skip. There's no way to prevent them from skipping if they have the permission and there's really. 12:52 Vivian Larsen: Not a great way to report on it other than what you're showing. Okay, 12:59 Cordell Ratner: I thought I'd ask, uh, to anybody else on anything. 13:03 Vivian Larsen: Yeah, Daniela has a question if there's a way to create an email notification when someone is skipped and then you'd have a. 13:08 Vivian Larsen: A record or maybe you can report on that notification. It's not an event that the system recognizes, which is why it isn't a reporting filter. 13:16 Vivian Larsen: Um, so because it is intended vent that the system recognizes there really be no way to create an event notification off of it. 13:22 Vivian Larsen: Um, the folder change from, um, approved to, or from, from pending approval to approved is what would be an event that the system you could use to create an email off of. 13:36 Cordell Ratner: Okay, and I, I think that's, that's my answer and at least as good as I'm gonna get and then I can talk back to- my team. 13:49 Cordell Ratner: So thank 13:51 Vivian Larsen: Natalie, if you're talking you're on mute. 14:09 Vivian Larsen: Uh oh, did we lose Natalie? Uh, maybe, but 14:29 Cordell Ratner: I think 14:33 Paul Day: Caitlyn, Caitlyn are you sharing your screen? I think we could, oh, move on to the next question. 14:47 Kaitlyn Faile: Oh, Natalie, 14:49 Natalie Duncan: just for that, yeah. 14:50 Paul Day: Oh, it's Natalie's 14:51 Vivian Larsen: question. 14:53 Natalie Duncan: Yeah, quick one here. So we had a, In an office hours earlier in the week, we had a great question come up around how to, you know, what best practices you may have around when it comes to knowing when you're ready to, purge data for the sake of no longer having it in your system, kind of in the spirit 15:18 Natalie Duncan: of not having data in your system forever. And as an example, if, if a certain comes, I think you're looking for retention, Natalie. 15:33 Natalie Duncan: Retention, yes. So we chatted about this too, so happy to, um, of course, have you had the context behind bringing this question to light and office hours? 15:47 mhale: Yeah, I'd ask Natalie just where, you know, we're, we'd. It's been an ice, it was about a year and a half, so we're starting to collect data and we don't, you know, with retention policies saying as we creep up to that, because we don't want to hold our data forever is how are people managing that with 16:06 mhale: . with in the system. Um, you know, or does anyone has anyone developed any reports that they can run that, you know, tells them what data if they are utilizing retention policy, what needs to be purchased. 16:20 mhale: for each. that of the system. It's trying to get a starting point as I start looking into this. So we wanted to ask the group the question. 16:29 mhale: action. Does anyone perch their data? 16:38 Vivian Larsen: Everyone is great for 16:40 Greg Mendez: NYU. Um, so we're actually going through the same thing right now. And it's, uh, believe it or not, the issue for us is not necessary. 16:49 Greg Mendez: Because once, you know, once we know how to flag, it's, it's relatively straightforward to purge. Um, what has been the challenge is that we have a very conservative data retention policy. 17:01 Greg Mendez: Officially, it's supposed to be one year. Um, after they've. Applied, this was made back. That boss was developed back in like in 2017, 2016 in a very different landscape. 17:09 Greg Mendez: Um, so we haven't actually, they haven't enforced a retention policy until, until this year. We're sure we're going through that process right now. 17:17 Greg Mendez: And so. We, I asked why I thought was a pretty straightforward question, which was from legal. A, um, you know, we need to create a flag, just some feel or something in case there's something under a lawsuit so we can flag. 17:29 Greg Mendez: We don't report on and just make sure it's. Not we don't need to purge that person. Um, but the other one is what do you can, you know, if you say it's what your policies when you're four years. 17:40 Greg Mendez: From when is it the last date? Anyone touch that record? Is it the date? That the person was last disposition? 17:49 Greg Mendez: Was it the date the person first applied? Um, what if you're a mote, what if you're a mote, um, uh, country, uh, organization? 17:57 Greg Mendez: Uh, is that the last Pass. Position for that particular country, for where that policy applies. Um, that has been ongoing, that conversation now for about a month or two. 18:11 Greg Mendez: Um, you think it would be straightforward to ask how, what, what would flag? It's not. But it's not. And as soon as we get that information, it's going to be about to be straightforward, because you could pull, uh, a rec- either, um, either recruiting a workflow report, depending if they do it based 18:21 Greg Mendez: on application, or if they do it in post-pure on age of the actual, uh, record, the actual. Pro-person profile, then we can look at the creation date of the person profile, and then use that to pivot and just say, okay, we'll take, we'll flag all these individuals and put them into the purge folder, 18:39 Greg Mendez: um, and then prepare them to get purged. Um. The larger the purge, the longer it's going to take, and, and, and I sometimes does tell you, check up on it, and sometimes you have to submit them again, depending on the, on the size. 18:52 Greg Mendez: But it typically does go through. 18:56 mhale: So you're already perfect. 18:57 Greg Mendez: We purge as needed, but we want to start doing now, um, annual or, um, by annual purges. Um, so because we're, we basically are just accumulating so much. 19:11 Greg Mendez: That we're now beginning to see the platform performance begins to impact, be impacted. Right? So once you hit, like, I don't know what the magic number is, but I know for us, the magic numbers seem to have been somewhere about half a million records. 19:25 Greg Mendez: Uh, applicant records and then we've, we've, we blew past that. That's where we started noticing some performance issues and, uh, uh, based in the conversation, I've had with, uh, other people here, uh, uh, on, on the call, uh, entered office hours, uh, they kind of said. 19:40 Greg Mendez: The same thing was like, if we go all the way back and start cleaning it up, we'll, we'll probably start seeing performance improvements. 19:47 mhale: Yeah, that's why, I mean, we've been in it a year and a half. So, and we don't have nearly the records that you're discussing, right? 19:53 mhale: But I want to sit. Something in place now. So we're ready, right? And have, you know, some kind of a plan in place to flag the records that need to be flagged and set up a schedule. 20:05 Greg Mendez: The other, the other reason we want to do it. Is, it's, it's, it's to be more proactive so that if we are presented technically with a lawsuit, not that there is an incoming, but let's say someone said, Hey, you know, Greg Mendez applicant, you know, it's. 20:22 Greg Mendez: It's following a suit and their attorney wants to this, you know, has, here's a subpoena they want to, they want to submit information you have. 20:29 Greg Mendez: We go in and be like, Sorry, we can't help you. We have nothing. It was purged a long time ago. 20:35 Greg Mendez: You know, all we have is a record that. Uh, it confirms that this record was purged. What do you have? 20:39 Greg Mendez: That's literally it. That's all I could give you. No resume, nothing. We took it all out. I formed everything gone. 20:45 Greg Mendez: Um, we asked if I asked them if they wanted to go and the anatomize route versus. The, uh, purge. They want purge. 20:52 Greg Mendez: They, they figure, especially in recent, with recent developments at the federal level, it would probably make more sense to go ahead and purge something that me three. 21:04 Greg Mendez: Yeah, yeah, they're gonna be making a decision in the 21:11 mhale: next couple of months. 21:15 Greg Mendez: Umm, and then it will be doing that. The one thing I have emphasized with them is that whatever the, whatever they decide on what will be that pivot is that you communicate to the people you're about to purge, you put it on the portal, you put it at least somewhere else as well. 21:33 Greg Mendez: Multiple plays. place. Is about what's your policy or link to your policy and then just that way, if someone comes back and says, you know, if your policy says it's three years and that person, you know, has been purge after the three year mark, then when they come back, you know, your team can come 21:47 Greg Mendez: back. And say, well, most, if we can't find you, it's most likely because, uh, it's been, it's, it's this purge policy. 21:52 Greg Mendez: Um, and here it is. 21:55 mhale: So, 21:55 Greg Mendez: yeah, it's going to be. But, yeah, 21:58 Kaitlyn Faile: so Greg, to your point, that is also one of the. Those things that I've seen several clients not think about until they have to and they're forced to come up with a policy on the fly. 22:09 Kaitlyn Faile: Whereas this is something that a place where you could definitely be proactive and have those conversations and have that policy. 22:15 Kaitlyn Faile: So that when something does happen, you're completely ready for it instead of reacting. 22:20 mhale: Yeah. Yeah. That's what we're trying to do right now. So we aren't trying to fight a fire. And to Greg's point, we feel the same way. 22:29 mhale: If you don't have the date. You know, if you have the data, you have to present the data. So. Yeah, there's no fire 22:39 Greg Mendez: if there's 22:42 mhale: no oxygen. That's right. There's no fuel. Vivian, you're going to make a. Comment where you're going to 22:45 Vivian Larsen: add. Jenny Jenny, um, gdpr is one of the strictest rules that's out there. In general, if you're compliant to GDPR, in most cases, you can defend yourself. 22:57 Vivian Larsen: Um, it's funny that this particular Uh, I, I, Alex and I are next week, reporting the last video in a session of database hygiene trainings that's going to be available on the SAI community. 23:08 Vivian Larsen: Um, and this is one of the topics that we talk about in depth. Um, Gee. P.R., everybody, if I had a dollar for every time everybody asked me, you know, I'm in the U.S. 23:18 Vivian Larsen: only, and why does that apply to me? I'd be a much richer lady. And so, GDPR isn't necessarily applicable in every scenario. 23:27 Vivian Larsen: So, but it is the foundational rule that a lot of the other data privacy laws have used to build themselves out from. 23:36 Vivian Larsen: So, in general, if you stay compliant in most cases with the strictest rule that exists, you are much better off from a defensibility perspective. 23:45 Vivian Larsen: And then, as far as the purging piece is concerned, uhm, in past experiences with customers of mine who've been audited, um, one of the things that they've c- come back and told me as kind of a gotcha that they wish they'd known beforehand, was that consistency with the purging, the day in time of the 24:05 Vivian Larsen: month, where their purging was something that ultimately saved. Um, so, for example, if a piece of, if a record was treated differently than another record, and that person's record, you know, you had no explanation for why you didn't purge this record versus this other record that. 24:23 Vivian Larsen: It was purged. If you have a consistent day and time where your purges are going to happen and it's part of your system maintenance, you can defend well, it wasn't Thursday at five o'clock. 24:35 Vivian Larsen: So unfortunately. It didn't, it didn't happen yet. It was on that week's docket to do. Um, so basically, essentially consistency in these cases when it comes to compliance is one of the important things because it helps you in the long run with being able to. 24:50 Vivian Larsen: Um, if there is something that comes out and again, I can't give legal advice. I need to stress that, but I'm giving you experiences other customers of mine have shared. 24:59 mhale: Sure. That's good advice. Thank you. 25:01 Vivian Larsen: Um, and then as far as the, the different filter. Um, some customers of mine, if, if you use the system's standard GDPR functionality, there's an entire section of the system called, um, person data exports or person data reports. 25:18 Vivian Larsen: Um, and it's, it's built upon the field on the portal that gives the candidate the option to select along. They want you to keep their data. 25:27 Vivian Larsen: So you've essentially given up the responsibility of figuring out when, because you've given the candidate. The 25:32 mhale: responsibility to 25:33 Vivian Larsen: do it. Um, so that is one way, if you're really unclear of how, how and when to pick your dates and times, put it in the hands of the candidate, let the functionality of the system do it for you. 25:46 mhale: Um, yeah. Yeah. We were looking at that too, because then it's all automated. If I understand how the process works. 25:53 mhale: Where if we choose not to use the, um. That automation, then it's a. A manual process on our end. Is that right? 26:02 Vivian Larsen: Yes. You'll have to build reports. Um, and before GPR existed, the most common things I would see when clients had this as a concern was they would ask the help desk for a formula. 26:14 Vivian Larsen: Uh, and the formula was where created date versus updated date was minus a year or two years or whatever their policy was. 26:22 Vivian Larsen: Uh, and that would help them from a reporting perspective. It would make it a lot easier for them to identify where somebody's someone had not touched that record in a period of time so that they could consider that one ready to purge. 26:34 mhale: Very good. Well, thanks for everyone's input. Thanks Natalie for facilitating that. 26:43 Natalie Duncan: Yeah, thanks for asking the question. I think even though we're not, we might not all be going through that exercise. 26:48 Natalie Duncan: It might be one of those. Ah, I wasn't sure that was something I ever needed to think about because sometimes even in your role. 26:56 Natalie Duncan: There might not be somebody else close enough to this in the organization that could bring it to your. Your attention to say this needs to get done and then the whole organization is at risk in that scenario and we may have all seen that at some point in our time. 27:10 Natalie Duncan: All right, so we've got a question also by. Uh, Cordale here around isums is text engagement product. Grab with measurements, KPIs and whatnot, Cordale, what would you like to go into with this? 27:24 Cordell Ratner: So thank you for your comment all about, about me being. My reason for being on the leaderboard, but yes, and my. 27:31 Cordell Ratner: My reason for being on the leaderboard is that I have so many questions this week. Um, so we have, we. 27:39 Cordell Ratner: A rolling out text engagement to. All of our recruiters, we had a. Small sample set. And there's a person who's taking the lead on, uh, doing this roll out project and he asked, hey, if I wanted to measure success, basically, how should I measure success? 27:58 Cordell Ratner: And so I said, well, let me. To reach out to others who might be using text engagement and see if anybody is, uh, measuring success with any kind of metrics. 28:08 Cordell Ratner: Um, and these were a couple different ideas that she had, um, uh, with. Whether it's effectiveness being responses, uh, the response rate or utilization being the messages sent or, um, if anybody is using text engagement and either has time. 28:28 Cordell Ratner: To talk about it now or wants to, uh, talk about it offline. That would be helpful. 28:35 Natalie Duncan: Cordell, I'll, I'll jump in first and would really love to hear from other others here with us today on who's using it. 28:42 Natalie Duncan: Um, in my experience using text engagement during my, uh, decade, tenure with Topgolf, super high volume, hourly hiring, texting was the life-same version. 28:56 Natalie Duncan: Once we finally built and implemented this tool, and you, you may have stumbled across us already within the actual text engagement platform, but any data around effectiveness, um, all lives. 29:10 Natalie Duncan: Because just inside the text engagement platform, not within the ATS, and there is built-in reporting that will show, like, trend lines on how many text messages are being sent out, what the response was. 29:23 Natalie Duncan: And your account manager likely would be able to share what their, what the standard best practices or, you know, like what the bar is on. 29:36 Natalie Duncan: If we're seeing a. Sixty percent risk, you know, response rate or so it's higher than most and things like that. 29:43 Natalie Duncan: So I might check there to see what the industry's standard response rate might be or open rate and things like that. 29:50 Natalie Duncan: Um, I would. So. I would guide it to start with what's available within the dashboard and reports inside text engagement. 29:58 Natalie Duncan: And, um, on top of that, we, we would also just from an internal standpoint, we set expectations. That any users who we distributed a license to, of course, cost money is a certain amount of dollars per license issued. 30:15 Natalie Duncan: And when we would issue a license, we would set that expectation. That knowing how many jobs openings they have every week and how many hires they were looking to make, you know, we would want to see X number of texts being sent by the, the user. 30:32 Natalie Duncan: use. of it. And then we provided them, essentially a, um, a playbook, but to guide them to use the templates that were built in there, which always, always, always included a call to ask. 30:46 Natalie Duncan: And also member response, which would get that candidate to text back, which would help improve the response rate and that engagement right now. 30:56 Natalie Duncan: It's a two way conversation versus a one sided message. Um, so that you. That could be a starting point. Have you come across that just yet? 31:02 Cordell Ratner: Um, we have gone through the, the text engagement module and looked at the different reports that, that are in there. 31:11 Cordell Ratner: Um, but some, some of it looks. Um, suspicious on the, um, to us for some of the, um, top level. 31:23 Cordell Ratner: I can't recall what the first line of, um, like, and whether it's unique. Messages or our responses and, um, it seemed like it was a hundred percent, which didn't seem, you know, a realistic number. 31:38 Cordell Ratner: Um, 31:39 Natalie Duncan: so, 31:39 Cordell Ratner: we're trying to think of. Cause we have a similar issue with the, um, there's another analytics module in the ATS, um, that we're not so happy with and have to do our own metrics. 31:56 Cordell Ratner: For, like, time to fill type stuff. Um, so with, with that taste in our mouth, we thought that perhaps this analytics was also going to be sort of a little, um, not exactly what we're hoping for. 32:10 Natalie Duncan: Gotcha. Well, I mean, if you'd like, I always invite you to, we can hop on an office hour together next week and look at it live, you know, pop up in the dashboard and take a peek and whatnot. 32:20 Cordell Ratner: Sorry. 32:21 Natalie Duncan: Anytime it says 100%, it's fair to say. Uh, it feels, it feels a little sus. Oh, so yeah, we can take a peek at that. 32:29 Natalie Duncan: And we're seeing some engagement in the chat as well around some who also use that, but not, might not be reporting on it per se. 32:38 Natalie Duncan: Umm, others where it is utilized more so versus it being used as a tool to have that back and forth two-way conversation just used for the sake of you can build automated- text being sent when you use certain statuses which are, can be a super helpful thing to drive the candidate to take action in some 33:01 Natalie Duncan: way, right? Direct their eyes, hey, an offer letter just got sent to you, check your email, things like that. Umm, but a really great practice again, if you want it to be a tool where we're creating that authentic communication between recruiter and candidate or new hire, uhh, uhh, personalizing messages 33:21 Natalie Duncan: , having a call to action in there, even, of course, using, like, little emojis where they fit, really help with engagement, response rates, especially if we're looking at doing any kind of, of measure. 33:33 Natalie Duncan: And so this could be simple, implemented practices that are really helpful. Um, and yeah, and Angela in the chat also is highlighting that it's a fantastic tool when it comes to onboarding the new hires and doing interview scheduling. 33:47 Natalie Duncan: Things like that. And yes, the reporting in there is kind of out of the box reporting and not customizable. It is essentially what it is. 33:57 Cordell Ratner: Thanks. Yeah, I've been paying attention to actually copy and paste in a bunch of those. Uh, chat. Thank you all. 34:02 Cordell Ratner: Um, and yeah, Natalie, I think I'll look to, uh, catching up on office hours. 34:09 Natalie Duncan: Let's do it. 34:11 Kaitlyn Faile: Well, all things, Cordone about text engagement. I've had some. Particular iPhone users who have called out that the text engagement texts come through as green bubbles and not blue bubbles. 34:24 Kaitlyn Faile: So if that is something that matters to your organization or your managers, that's just another thing. To consider. Yeah. 34:32 Natalie Duncan: And for non IOS users too, what would you, how would you translate what green versus blue bubbles mean. 34:39 Vivian Larsen: Is your not an iOS user? 34:41 Natalie Duncan: Period. 34:42 Vivian Larsen: Hahaha. 34:44 Natalie Duncan: Apple. 34:45 Vivian Larsen: Oh, is it the green bubble people? 34:47 Greg Mendez: He's your 34:47 Natalie Duncan: rebel. 34:48 Kaitlyn Faile: Awesome. 34:50 Natalie Duncan: Alright, who's rebel? I don't see him. Come on guys. I know there's Android users out there. 34:56 Kaitlyn Faile: I'm a 34:58 Greg Mendez: I'm a pixel. I love my pixel. 35:00 Natalie Duncan: I have a pixel too. Pixelize for the 35:03 Kaitlyn Faile: wind. My clip phone started to make what's called the, like, Death Creek where it starts to tell you it's going to snap in half. 35:10 Kaitlyn Faile: So I had to go back to pixel. No. of I did 35:14 Greg Mendez: blackberry to date myself for a while. Then I did a, then I was an iPhone user for a good solid six, seven years. And then we parted. 35:25 Greg Mendez: And I went with the pixel and I haven't looked back. 35:30 Natalie Duncan: Yes. 35:31 Kaitlyn Faile: Nice. Little, little tiny hands. So I needed a small phone and all the phones were just getting bigger. And the only way I could get a small phone was to have the flip. 35:38 Kaitlyn Faile: And now I was like, I will just hold it carefully with two hands. And use a screen protector and just not be my clumsy self. 35:45 Kaitlyn Faile: So that was my solution. 35:48 Natalie Duncan: I think a lot of us fill that to Caitlin as well as living in the world of anything system admin related. 35:53 Natalie Duncan: Sometimes anything that has weight behind it. It's such as a phone, even my pixel. I feel like it weighs a little bit too much. 35:59 Natalie Duncan: It has an impact sometimes on your risk with all the clicking that we all do together. Can I just get like, I get it in the chat? 36:05 Natalie Duncan: Because we have to protect, we have to protect our arms and our wrists and our. For our muscles, because we sure do a lot of work with that when we. 36:13 Natalie Duncan: Do this type of work here together. 36:15 Vivian Larsen: After 36:15 Natalie Duncan: that, cool. 36:16 Vivian Larsen: I've had physical therapy on my deck and there is a genuine syndrome. It's called phone syndrome from looking down. 36:23 Natalie Duncan: So. Right. 36:24 Vivian Larsen: Anyway. 36:25 Natalie Duncan: Alright, everybody. This is a posture check. Take a moment, sip your water, check your posture. Let's. We gotta be in in good physical health to let our mental thing do the work that we do here together. 36:37 Natalie Duncan: And with that, this could be a great just. Uh, mid, uh, mid meeting point to just do a few call outs here from IRD more recently. 36:48 Natalie Duncan: We started running with the Logan, the slogan of what makes IRD really unique. In the space of doing isms consulting. 36:55 Natalie Duncan: And that is that IRD is the isms ROI experts. Um, and with that, I believe we do have a fun example here too that. 37:06 Natalie Duncan: If you've been on calls in the very recent past, this is going to look familiar. You may have seen a LinkedIn post from Alex around this as well. 37:13 Natalie Duncan: Is that following some methodology that we are doing around quantifying? In ROI, we've been able to use consistent reports with customers that we work with in their dashboards to take a year over year measurement of an ROI metric, such as time to fill. 37:32 Natalie Duncan: Time to hire, and the little red boxes that you can see on the screen are real live snapshots of going from .1, or let's just say at Exhibit A, 41 days, and then over and down to .33. And on top of that, with the continuous thinking outside the box, using AI to really be our best friend and tool in our 37:55 Natalie Duncan: pocket of helping us work smarter and not harder. And in this case, being in ROI. A calculator that could take the specifics from an organization. 38:05 Natalie Duncan: We work with them. We could grab the specific data as with number of employees and so on, so forth and be able to provide them this actionable insight and. 38:14 Natalie Duncan: and this moment of aha, by doing this and doing the work, this is that quantifiable, quantifiable ROI, you know, money back in the bottom line in its own way. 38:24 Natalie Duncan: So, very fun stuff. Um, and with that, Vivian, could I invite you to also just touch base on this newest, uh, strategic advisory partnership here? 38:37 Natalie Duncan: You're muted still. Or no, she wants us to play the mind game. It's okay. I'm not good at reading lips, a friend. 38:44 Vivian Larsen: You got a little bit of sign language. Um, uh, uh, so, the strategic advisory partnership is a, we're- instead of looking at one individual at each company, um, we are looking to potentially offer SAI membership to an entire organization. 39:03 Vivian Larsen: So, Alex is looking to roll out, um, the partnership with SAI S- I membership to anyone, um, who is on your team, who would want to join and having memberships, um, instead of one by one as an individual, be based on an organization. 39:17 Vivian Larsen: And everything that we have listed there is, is one of the various, um, uh, lola, not options, tongue tight here, is one of the various, um, benefits that you would 39:29 Natalie Duncan: nip 39:30 Vivian Larsen: if you were, um, going to engage with us on that. So, we hear that you're wa- Welcome to reach out to Alex or I with further questions if you're interested. 39:40 Vivian Larsen: Um, but this is just a high-level overview of everything that we would have to offer with the Strategic Advisory Partnership. 39:49 Natalie Duncan: Another awesome value add there too. As of the ROI, I sense experts. And with that, mid-mating break too, we'll go ahead and continue, uh, general questions. 39:57 Natalie Duncan: We have gone through, um, all of our hosted questions in our live call too. So we're going to go ahead and open the floor now to, um, any others joining us for our free Friday call to either come off mute, ask your question, or feel. 40:10 Natalie Duncan: Free to drop it in the chat, but the floor is open. 40:13 Vivian Larsen: If you go to all, there are a couple of other questions. 40:18 Natalie Duncan: Ah, maybe it's those rebellious Android or pixel users that didn't tag it under live call question. Sometimes we- I can't catch that. 40:28 Natalie Duncan: But yeah, let's take a look here, then. 40:29 Shuree: Please squeeze one end to piggyback off Cordell's. Let's 40:39 Natalie Duncan: go, Cherie, please. 40:40 Shuree: Um, I was just looking. Good Speaking up what reporting we do for our, uh, text metrics, and we do use the total outbound messages, total responses, response rate, and bound messages. 40:57 Shuree: And we take a look at the response rate percentage by, uhm, recruiter, and then we also compare that to their number of self-select outs that don't ever respond. 41:10 Shuree: So we can correlate the number of self-select outs when it's higher to look at their texting, um, practices and compare the response rate and then make some correlations with that. 41:26 Shuree: But one of our recruiters that's in the UK is responsible for some jobs in UK and some other jobs in Ireland. 41:40 Shuree: learned. And she has a UK phone number when she's texting people with an Ireland phone number. They get it, but when they try to respond, she does not get the response. 41:55 Shuree: So she's. Cheers. She's been self selecting them out because that's the only way that they have responded. So she thinks she didn't hear from them. 42:02 Shuree: And it's, it's hundreds of people. Um, we wanted to find out. So from our Ireland recruiter, how things are going with her texting and she said that when she's texting, people out of country that they don't even get it. 42:22 Shuree: So we've had- to take it open with isomes trying to find some rhyme or reason with why it's sometimes working, but most of the time not working. 42:35 Shuree: And I'm looking at response. And of response rates back in, you know, last year, all the way up until October November, she was getting 40% response rates, which is really good. 42:49 Shuree: And now she's getting single. Like four to five percent response rates. So they've escalated it to Twilio and, um, Twilio's not quick to respond on any troubleshooting. 43:05 Shuree: Um, I just wondered if we have any others that have recruiters sitting in other countries that try to recruit and communicate outside of their home country. 43:19 Shuree: And if anyone else is experiencing this problem. 43:23 Vivian Larsen: Jessica called out what was going to be my question. Do you know if they're using WhatsApp? No, they're not. Okay, so overseas. 43:33 Vivian Larsen: What's app is much more consistent. 43:35 Shuree: Um, 43:36 Vivian Larsen: there's a way they can use WhatsApp. That is really the best solution. Um, over the years with text engagement and international customers. 43:45 Vivian Larsen: We've had a lot of this. Kind of experience intermittently. Um, there are some regulations with the way that the zip code, the area codes are released across the world that occasionally come up to bite us from the Twilio perspective. 44:00 Vivian Larsen: I don't know. That's the particular case in this, in this instance, but I've seen it happen before. Um, so what's up is really the most consistent way to get around what you're experiencing if they can use WhatsApp. 44:12 Shuree: Got it. Um. WhatsApp used to be many, many years ago in text engagement. It might have still been called text recruit at the time. 44:23 Shuree: Um, when they were texting, they could choose between SMS and WhatsApp. It was like a toggle and that's gone away. 44:34 Shuree: I'm not sure what are the requirements to use WhatsApp. Is it a separate type of license or is there setup involved with 44:43 Vivian Larsen: that? I've been involved. It was about three years ago. We were trying to implement this for Uber and, um, they had overhauled it and it was a completely separate configuration. 44:56 Vivian Larsen: So it's not just a toggle anymore. My knowledge could have changed has been a minute since I've used it, but to my knowledge, um, it is a separate setup. 45:04 Shuree: Okay. Thank you. 45:06 Natalie Duncan: To bring in that question in there, too, and unique, but not highly unique to others using a tool that's going across countries where we're going to run into that. 45:26 Natalie Duncan: Thanks for bringing it. Up. Okay, so we've got a few other questions right in here, too. It looks like Caitlin, right? 45:32 Natalie Duncan: We've got to do zoom in. Is that indeed easy pie? I zoomed out by accident and couldn't read the words. 45:43 Natalie Duncan: So yeah, three days ago, we've got an indeed easy apply question here from Cheryl. It looks like Cheryl, but we have you still in the call. 45:53 Natalie Duncan: I don't believe we have Cheryl on the call. It doesn't look like I don't see her name. We can go ahead and take a peek at another question. 46:01 Natalie Duncan: Let's see our M related question from Alyssa. I don't believe we have Alyssa on the call. A L L. Nope. 46:11 Vivian Larsen: I think the interview feedback and forms question doesn't look like it's gotten an answer. Okay. 46:17 Natalie Duncan: We've got Amanda. Definitely saw Amanda's name. Earlier. Believe do we still have you here on the call, Amanda? Okay. 46:31 Kaitlyn Faile: A 46:32 Natalie Duncan: good topic to own. 46:36 Kaitlyn Faile: Oh, I like this idiom detected. Mm 46:38 Natalie Duncan: hmm. Well, pause right there, too. So I see Jessica's, um, in the chat, too. Definitely has a question to throw in. 46:45 Natalie Duncan: Please, Jess. 46:48 Jessica Smith: Hey, ah, this is Jessica from court. So I've mentioned this on previous calls, uh, but one of the pr- projects that I'm working on this year is utilizing isims and our internal career portal as a little bit more of a talent profile to help promote internal mobility and to search and identify internal 47:09 Jessica Smith: t- talent for different roles. And so, one of the elements that we're looking at is what types of questions to ask, uh, during the apply process, which would end up sort of on the candidate details page. 47:22 Jessica Smith: Um, so if you're in the sis- um, looking at person, and then you click on, um, portal for recruit candidate, and you're looking on the main page, how we would sort of organize those questions in the various sections. 47:36 Jessica Smith: Um, and I can share my sis- screen, cause this is a little bit hard to explain, there's a question. Uh, but just for a quick, oh, I'm sorry, I look, share button. 47:45 Jessica Smith: Okay, I'm sending a quick request, just so everybody can see what I'm talking about. out. 47:51 Natalie Duncan: Righty, I'm keeping her eyes. for it to pop up here. Always happy to take a screen share. Okay, I'm getting it just on my side too. 48:00 Natalie Duncan: Caitlin, do you see it on your end by chance? 48:02 Kaitlyn Faile: I 48:02 Jessica Smith: can do it now. 48:03 Natalie Duncan: Okay, here we go. We're going to come 48:05 Jessica Smith: through. Great, okay, so this is what I'm talking about as far as how to kind of customize this. Um, and ignore how bad this looks right now because I only recently learned how we could adjust this. 48:16 Jessica Smith: Uh, so we're going to reorganize everything. But one. One of the things that I've noted as we're sort of mapping out our different ideas and what type of information we want to collect is that when you're in system config, you can only change the order of, uh, these kind of section headers on a globe 48:42 Jessica Smith: . You can only change the order on a global basis. You can hide the different fields per portal, though. And so we're kind of thinking about, well, what information do we want to collect from only internal employees as a part of this experience? 48:53 Jessica Smith: Umm, and what information do we want to collect from externals? And where would it fit in to where we can kind of hide it? 49:02 Jessica Smith: But the subject header has to kind of match, you know, the same because we don't want to create duplicate fields. 49:07 Jessica Smith: They're asking the same questions just to put them under a section header. The other consideration that we're thinking about is, you know, I was explaining to the partner I'm working with this on, is that we don't want to create any unnecessary barriers. 49:21 Jessica Smith: There are barriers for internal candidates who already know what job they want to apply to and they're not really interested in filling out the talent profile and being considered for other roles. 49:30 Jessica Smith: We want to make it sort of an optional experience. And so potentially putting in some wording. starting. to say, you know, here's the stuff that we have to have because you're applying to this job. 49:40 Jessica Smith: And here's the stuff that if you're interested, um, you know, and telling us more about your interests, um, and wanting, you know, to be sourced for internal opportunities. 49:49 Jessica Smith: Tell us that. So I'm just kind of curious, um, broad question. But if anybody has any kind of thoughts or suggestions, or if they've done something similar, how do you sort of organize, you know, this page? 50:00 Jessica Smith: And is there anything you think we should keep in mind? 50:03 Vivian Larsen: So, Jessica, please come to my office hours on Tuesday. As far as the organization piece, it's a very long question. 50:14 Vivian Larsen: Um. But I will just for the high level for the group. The, go back to share your screen if you could. 50:21 Jessica Smith: Um, yeah. A 50:22 Vivian Larsen: few pieces that you were displaying. One is basic profile and one is main profile. I think it's, I think it's. 50:28 Vivian Larsen: This label main profile on the platform. Yeah. 50:32 Jessica Smith: Mm 50:32 Vivian Larsen: hmm. Let's see where you have basic profile page and main page. Um, depending on the age of your system and when your system was what we call provision. 50:41 Vivian Larsen: Which was originally created. Um, a lot of the newer systems had the basic profile page turned off. The basic profile page is exactly what you see. 50:51 Vivian Larsen: Um, it is very simple and it overrides the main page. So, if you have the basic profile page on hidden, the basic profile page will show just these questions and you won't see any of the questions on the main page. 51:05 Vivian Larsen: It's not configurable in the sense that you can't add other- information to this page. It is literally just this. So, to your first question, if you want to capture the little- the mean- like minimum amount of information with this in a resume from your internal applicants, and then maybe use screen- 51:23 Vivian Larsen: We'll see any questions, um, and your person's screening questions to get some more data, um, from them, that might be a way for you to go in the scenario you described the second time. 51:34 Vivian Larsen: Use the basic a profile page on your internal portal. Unhide it. Hide the main page because they will not work together. 51:42 Vivian Larsen: You can't do both. Um, and go from there. You can only, it's your, your other question. The global level is literally the only way you can. 51:51 Vivian Larsen: Reorder fields. But on the portal level, you can change the labels of the headers and have it be unique to the portals. 52:01 Jessica Smith: Ah, okay. That's good. You know. 52:03 Vivian Larsen: Yeah. So on, if you go back to your main. page, if you choose not to use the basic profile page, um, let's just say you wanted to call the header something different. 52:15 Jessica Smith: It's being a little slow and I, there we go. Okay. 52:18 Vivian Larsen: Instead of create a login or additional data or whatever you want to call. The right there and you see that little drop down at its section, you can relabel it. 52:27 Jessica Smith: Oh, I didn't realize you could relabel it per portal. That is 52:31 Vivian Larsen: portal. 52:32 Jessica Smith: Okay. That's 52:32 Vivian Larsen: great. So if I would do a Spanish portal, I would put in, you know, additional data in Spanish there. Um, and that would be, like, if you would do any kind of translation, um, that's how you would translate it. 52:47 Vivian Larsen: Each individual label on each individual page. So every single one of these fields, if you make a change, not just the field headers, to what is displayed, like, instead of calling it number of days, you could call it days of employment or something along those lines. 53:00 Vivian Larsen: It's still the same field in the background. It doesn't affect the label the end user on the platform sees. It just affects that point. 53:08 Vivian Larsen: So, 53:10 Jessica Smith: even the field labels, you can customize per login group. Per portal. Yeah, I'm sorry, 53:15 Vivian Larsen: per portal. 53:17 Jessica Smith: Got it. Okay, I didn't realize that. Um, that opens up a lot more for us because we. We're thinking, man, this is going to be really complicated to map out. 53:28 Jessica Smith: And I'm sure it still will be, but that is really helpful information. Um, I'll definitely come to office hours if I'm available at that time. 53:34 Jessica Smith: Thank you, Vivian. Any other overarching thoughts on that? I know it was a complicated question. 53:48 Vivian Larsen: Angela, um, to answer your question. As far as anything else to consider from a historical data perspective, the fields that you're changing the labels for are the same. 54:00 Vivian Larsen: So the data that you had on that page in the past. Is going to be in the same field it previously was. 54:07 Vivian Larsen: So if you call it Joe Smith on a portal and it's, you know, number of days worked on the back end, the data is going to be the same. 54:17 Vivian Larsen: So there's no migration that needs to happen. It's, it's all living in the same field. It's just the user experience sees a different name. 54:26 Vivian Larsen: Does that answer your question? Perfect. Okay. 54:35 Natalie Duncan: Awesome, y'all. And with that, just being about five minutes out, we're going to go ahead and transition to our small room breakout groups here too, so you can have a chance. 54:44 Natalie Duncan: So again, just spend a few minutes with our fellow SAI members to chat about anything that you might be working on, share a win, ask a question, or just get to know each other a little bit better.