More About Online Job Applications

Robert from Randolph commented on the Job Application post from May 5. I was adding a follow-up comment when I realized that it would be better to create another post.

Robert's comment:

"I've noticed an increasing number of patrons who want to fill out an online job application, but their computer skills are often minimal at best. I'm wondering if we could offer a computer class at Central once a month that would help people with the online job application process?"

First, I appreciate the comment and would like to see more from everyone.

We offered a class called Job Searching on the Web. We set up monthly classes, recruited trainers, distributed flyers, and we could only get one or two people in a class (and canceled others due to lack of registration). And the few people that did attend already had the skills necessary to fill out an application. Their questions were more focused on the entire job searching process (not necessarily technically-related). Meanwhile, we have people banging the door down in order to register for our existing classes. Therefore, I removed the class from the rotation so that we could continue to focus on the existing classes.

Why did this class fail? Unfortunately, the online job application is one of those customer needs that is immediate and fleeting. Also, as the previous post pointed out, if someone cannot fill out a job application, then it suggests a larger lack of computer skills that needs to be addressed appropriately.

The online job application requires basic computer knowledge (filling out text boxes, using drop-down menus, etc.), basic internet skills (entering a URL, following links, not getting overwhelmed by the Web environment, etc.), as well as Email skills. All of these skills are addressed in our existing classes. If a customer went through our entire class program, I have no doubt that they would be able to fill out an online job application. But one class will not successfully address the issue at hand.

I believe the online job application is the single most important battleground inside the Digital Divide, which exists partly due to lack of desire to cross the divide. Nothing else has continually pushed unwilling participants into the online world. As stated in the previous post, I think that some companies use it as an unofficial screening process. If you do not know how to fill out an online job application, then they probably do not want to interview you. If that is not the case, then these companies will need to find out ways to simplify their online job application process so that first time computer users have equal access.

Online Job Applications

A new report released by ALA titled Internet Connectivity in U.S. Public Libraries points to a study which states that "77 percent of Fortune 500 companies do not give job seekers the option of responding offline to job positions posted to corporate careers Web sites".

Many people do not have access to a computer except at a public library. And many people do not have the basic computer skills necessary to fill out an application. So what can we do to assist these customers with the limited time that we have?

• Does the customer have an email address? Filling out applications online almost always requires an email address. Customers without an email address should register for any free web-based email first. If a customer is interested in taking an Email class, feel free to give them the information on our free public computer classes. Keep in mind that this will not satisfy their immediate need.
  
• Does the customer know how to use a mouse? Some people can pick it up quickly while others cannot. If the customer is having difficulty with the basic skill of using a mouse, then the customer may need to ask someone that they know for assistance. You may refer them to our Computer Basics class. This class explains how to use a mouse, but it does not satisfy their immediate need.
• Does the customer know some basic keyboarding skills? I have assisted customers that did not know how to create a capital letter, how to add a space between words, or how to use the backspace key. A quick demonstration of these three key skills may be necessary. Our Computer Basics and Word Basics class can assist these customers, but it does not satisfy their immediate need.
  
• Does the customer know how to work with text boxes, drop-down menus, buttons, scroll bars and other graphic-based interface tools? If someone is familiar with a mouse, but not familiar with some of the common interface tools, then a quick demonstration may be beneficial. For example, "To enter text into a text box, just click on the box and type. To enter text into another text box, click on it and type." Our Computer Basics class can assist these customers, but it does not satisfy their immediate need.

It just so happens that filling out an online job application requires someone to possess just about EVERY basic computer skill in existence. Customers with no experience will have many hurdles with every step. That is why it sometimes seems that the customer wants us to do it all, because every thing they have to do requires a new skill that they do not have.

The online job application can be seen as a great divider between the "have"s and "have not"s of the digital divide. And as you see above, our computer classes do not fulfill their immediate need of filling out that job application. Unfortunately, the online job application just exposes a larger problem that needs to be addressed. The customer needs basic computer skills.

In reality, the employer probably moved to online job applications to screen out those without basic computer skills. And while many jobs will not require daily computer use, employers would probably rather have someone with basic computer skills than someone without basic computer skills, no matter the position.

And to gain those basic computer skills almost takes a change in lifestyle, much like dieting. Your mindset has to change. Your daily routine has to change. Your time commitment has to change. You have to want to change. And addressing only the immediate needs while ignoring the larger picture will catch up to you eventually.

The World Waking Up To The Fact That Libraries Are Carrying the Load For Internet Access

Here is a link to an interesting AP article on MSNBC.com ("Libraries Facing Internet Traffic Jam") regarding a study recently released by ALA, Florida State, and the Gates Foundation.

Libraries are finding it difficult to locate funds, space, and wiring for additional computers to meet increasingly higher demand (due to sites like YouTube, online job applications, and homework assistance). Some libraries are having to move money and resources away from existing library services (youth outreach, book purchases, etc.) in order to meet the demand for the "new" service of providing internet access to citizens.

Three cheers for the AP for creating this story about this report (the same for MSNBC.com for choosing to post it). We need all the help we can get.

"I Could Care Less About the Web"

According to the Toward Equality of Access report, 42% of Americans do not use the Internet. Why? Lack of interest. Phil Bradley states that the same thing is going on over in the UK.

However, what if one of these 42% needs to apply for a job and the company only accepts online applications? Or what if one of these 42% needs a tax form and the IRS has stopped providing paper copies of that form? Their interest greatly increases for the time being.

Yet, when they are finished completing the task, are they now converted Web users? Probably not. On the other hand, perhaps they now see the benefit. Once you assist them with their immediate need, you can mention the library's computer classes in case they would like to make the leap to the online world.

What is Important to Our Customers?

One of the questions on our customer survey last year asked this question:

When deciding which library to use, please rank the following eight factors in order of importance, with 1 being the highest and 8 the lowest.

The eight areas were:

• Attractive Exterior
• Attractive Interior
• Comfortable Furniture
• Computer Access
• Convenience
• Knowledgeable Staff
• Materials
• Safety

An area received 8 points for a 1 vote, 7 points for a 2 vote, 6 points for a 3 vote, and so on. The points were tallied to create these final numbers:

• Convenience, 8557 points
• Materials, 8548 points
• Knowledgeable Staff, 7300 points
• Safety, 6280 points
• Computer Access, 5047 points
• Attractive Interior, 4082 points
• Comfortable Furniture, 3892 points
• Attractive Exterior, 2759 points

One important aspect of this survey is that people could access the survey in paper form at any of our branches. They could also access an electronic version of the survey on our website. We received 1105 surveys online and 457 paper surveys.

The above overall ranking does not change when you compare paper vs. online survey results, however, a couple of things grab my attention.

Of the 1105 online surveys, 632 people (or 57%) gave computer access the highest rank of importance. Of the 457 paper surveys, 352 people (or 77%) gave computer access the highest rank of importance.

And, overall, paper survey participants ranked computer access and knowledgeable staff slightly higher in importance than online survey participants; whereas the online survey participants ranked Materials, Safety, and Attractive Interior slightly higher in importance than paper survey participants.

Here are the final point totals if you would like to take a look. Click on the picture to see enlarged version:



Also, if you want to see the whole question, get your magnifying glass:

Public Libraries and the Internet Report

A report title Public Libraries and the Internet 2006 was just released and ALA (one of the funders of theh report along with the Bill and Melinda Gates Foundation) has a brief summary here (probably more our speed).

The ALA Techsource blog has a summary of that summary that may be even easier to digest.

MPLIC Public Computer Availability Above Average

Below is a message that Betty Anne recently sent:

There was a story in yesterday’s CA on page A2 entitled “Schools refocusing on Math, Science”. One of the sections of the article “Net available – not” talked about the availability of public-use Internet terminals in pubic libraries. It pointed out that TN had the sixth-worst number at 2.2 per 5,000 population.

Given the commitment Memphis Public has had to increasing the number of computers to the public, I did a little research on where Memphis Public stood.

Our population based upon what the State Library says we are responsible for: basically, Memphis, Bartlett and unincorporated Shelby County, has the population figure of 820,151. The article based their info on per 5,000 population, so we would have 164.03 units of 5,000.

From the computer angle, Memphis Public has 516 computers for public use.

I am happy to report that means we have 3.15 computers per 5,000 population. That ranks well above the TN figure of 2.5 and puts us ahead of the national average of 3!

Meeting the Needs of Diverse Populations: TLA PreConference Panel Discussion

During TLA, I joined part in a pre-conference panel discussion titled, Meeting the Needs of Diverse Populations.

I discussed the role Memphis Public Library & Information Center (and all public libraries) plays in bridging the digital divide. Here is the conference handout I used.

Other members of the panel and their topics are:

Sandy Cohen, Founder/Manager/Director, Library Services for the Deaf & Hard of Hearing (Customers with disabilities)

Pam Dennis, Director, Luther L. Gobbel Library at Lambuth University (Faculty customers)

Thura Mack, Training Librarian, Hodges Library at the University of Tennessee—Knoxville (Wrap-Up/Outreach Leadership)

Sherry Macken, Head Information Specialist at East Middle/High Schools, Memphis City Schools (Students with reading difficulties)

Bess Robinson, Reference/Instruction librarian, The University of Memphis Libraries (English as a Second Language customers)

Toward Equality of Access Report

In our Library Computers: When a Customer Asks. . . training, we go over a few stats taken from a Gates Foundation report titled Toward Equality of Access. Follow the link to the PDF version of this report. It is a nice reminder whenever the computer questions start wearing you down.

Here is a synopsis taken from the report:

Drawing from government statistics and independent research, the report finds widespread acceptance of library-based computer and Internet access from patrons and librarians. But more importantly, the report finds that public access computing is benefiting those socioeconomic groups with the greatest need.

However, the report also notes urgent—but manageable— challenges facing libraries as they seek to maintain and further develop their role in providing access to digital information. This valued public service can only be sustained by the continued support of policymakers, librarians, and community advocates.

Word Basics for the Public

The new public computer class, Word Basics, was created in response to numerous requests from class participants who were asking for a Computer Basics II. They wanted more before they ventured into the Internet portion of classes.

At first, I was confused. What else could we give them that we did not give them in Computer Basics? Did they want more instruction on moving the mouse? Were they wanting more about closing and resizing windows? Surely not.

Or perhaps they wanted more on how to manage their home computer, which we cannot do. These classes focus on teaching library customers how to use library computers. We cannot offer classes on managing home computers for numerous reasons.

So what did they want? What is Computer Basics II?

After further research, I determined that these customers were not asking for Computer Basics II. They were asking for Word Basics. So starting March 2006, we will begin offering Word Basics.

The class will cover these topics:

• cut, copy, and paste
• formatting font
• changing paragraph alignment
• changing line spacing
• bullets
• margins
• undo/redo
• saving
  

Hopefully this will satisfy the customer's need. If you have any questions, give this post a comment!