The Wall Street Journal Interactive Edition -- July 30, 1998
                   For Job Seekers These Days, Computers Are a First Hurdle

                   By ELLEN JOAN POLLOCK
                   Staff Reporter of  THE WALL STREET JOURNAL

                   It used to be that when it came to drafting a resume, the decisions were
                   pretty basic. Plain white or buff. One page or two. Plain typewriter font or
                   elegant Roman script.

                   Those days are gone.

                   Today, every word counts -- and which words a job seeker uses can
                   determine whether a human being even lays eyes on his or her resume.
                   That is because, at many large companies, computers are taking the first
                   crack at winnowing down the ever-mounting stacks of resumes.

                   Even the plain-white-vs.-buff question can get dicey. Jack Quigley learned
                   that the hard way when Fidelity Investments' system spit out his resume
                   three months ago. The company sent him a note explaining that it couldn't
                   be scanned because of "formatting peculiarities." He had used some bold,
                   bullets, "an underline here or there," and yes, buff-colored paper, says Mr.
                   Quigley, who was laid off from his benefits analyst job at Reynolds Metals
                   Co. in Richmond, Va., last fall. "That's going to blow most people's
                   resumes out of the water," he says.

                   'Attention: Rescanning'

                   Actually, Mr. Quigley was lucky. Fidelity's note invited him to rejigger his
                   resume and resubmit it to its National Resume Processing Center
                   ("Attention: Rescanning"). Many job candidates never find out whether
                   their resumes make the digital cut, and most never know whether their
                   resumes have been scanned by computer or human eyes.

                   Hundreds of large companies -- Sony Corp., Coca-Cola Co.,
                   International Business Machines Corp., Paine Webber, NationsBank
                   Corp., Avis Rent A Car Inc., Microsoft Corp., Pfizer Inc., Shell Oil Co.,
                   and Staples Inc., to name just a few -- use types of text-searching or
                   artificial-intelligence software to track resumes. Midsize companies are
                   also beginning to use the software, as vendors start marketing cheaper
                   Web-based versions. The systems, which use optical scanners to input
                   resumes and then search for skills that match a job description, make a lot
                   of sense from an employers' perspective. They are being bombarded by
                   resumes from all directions -- mail, fax, e-mail. And in this era of low
                   unemployment, companies need all the help they can get identifying talent
                   quickly, especially in high-tech fields.

                   Allied Signal Corp. filled more than 30% of approximately 2,500 job
                   openings from a computerized resume pool in the first half of this year,
                   says manager Patrick Feehan. Using a system marketed by Interactive
                   Search Inc., he estimates he can prune the time it takes to fill an opening
                   by at least a month. In the past, Allied Signal has received about 100,000
                   resumes a year at about 100 different sites. The system solves a problem
                   faced by hiring managers in any decentralized company, says Mr. Feehan:
                   that "the perfect resume might be in someone else's file cabinet."

                   But from a job seeker's standpoint, resume scanning adds another hefty
                   dollop of uncertainty into a process already chock-full of anxiety. The
                   phenomenon might seem mundane, or even amusing, if the consequences
                   weren't so potentially damaging to a person's chances of having a resume
                   end up on the desk of a living, breathing hiring manager. Typically, a hiring
                   manager sets up a search request and tells the computer whether specific
                   qualifications are required or just desired. Then many of the
                   resume-scanning systems rank the candidates they pluck out of the system.

                   Some, like Restrac Inc., Lexington, Mass., one of the two leading vendors
                   specializing in such recruiting systems, place a number or percentage next
                   to a candidate's name indicating how much of a hiring manager's wish list is
                   reflected in the resume. So if you have 97% of the qualifications requested
                   and five others have 98%, you may be out of luck if the manager has the
                   patience to plow through only five resumes before lunch.

                   At meetings of Golden Handshakes, a support group in Virginia, many of
                   the unemployed middle-age middle managers "know nothing about finding
                   a job, nothing about writing a resume," says Steve Stahl, one of the
                   group's founders. Resume scanning, he says, is "pretty scary to them
                   overall... . It's just another bit of machinery that gets in the way of the
                   human-touch process. In other words, if you have a human being reading a
                   resume, you have at least a chance of getting through to them." A
                   scannable resume, he says, makes "everybody exactly the same."

                   Not exactly. Some job candidates are trying to beat the system. The trick,
                   they say, is to list every conceivable skill and to guess which words the
                   computer is likely to be looking for. It is impossible to know for sure, of
                   course. For one thing, the candidate is at the mercy of the description
                   typed into the system by the hiring manager. For another, different
                   software packages operate differently. But savvy job seekers often make
                   a stab at it by using as many buzz words and snippets of industry jargon as
                   they can to describe their skills.

                   Some career counselors, including Virginia Lord of Easton, Mass., suggest
                   sticking a blob of so-called key words at the top of a resume. "It makes it
                   easier for the machinery or the computer to scan your resume," she
                   explains. "If you make it easier for that match to occur -- bingo."

                   Eddy Currents and Ingot

                   That's the route Horace Lecky chose. Mr. Lecky put the following series
                   of words at the top of his resume, with the hope that it will help him land a
                   job in the non-destructive-testing or quality-assurance fields:
                   "Management, supervision, NDT, nondestructive testing, UT, ultrasonics,
                   ET, eddy currents, PT, die penetrants, MT, magnetic particle, metals,
                   aluminum, steel, foundry, casting, ingot, rolling, plate, sheet, molten metal,
                   training, quality assurance, process improvement, quality control, TQM,
                   procedure development, field testing, research, technical service."

                   Mr. Lecky, formerly with Reynolds Metals, crafted his scannable resume
                   after Philip Morris rejected his first as unscannable. He also removed all
                   bold type, underlining and other features meant to soothe the eyes of an
                   overburdened human-resources screener.

                   Still, he isn't entirely comfortable with his handiwork. "It's not easy to read,
                   but from what I understand, it doesn't matter how easy it is to read.
                   Nobody's going to read it anyway. They're just scanning for key words,"
                   he says. "I'm not sure that just words, individual words, describe a person
                   as well as sentences would... . There's a thought that's conveyed in a
                   sentence that I don't think is transferred in bits and pieces. It's like sound
                   bites on TV."

                   It's possible, of course, to choose the wrong words. Some job counselors
                   suggest mimicking the words a company uses in its help-wanted
                   advertisement. Ms. Lord cautions that a computer looking for a candidate
                   with a Master's of Engineering Administration degree might overlook
                   someone who just writes M.E.A. on his or her resume. (Most systems will
                   pick up abbreviations for standard degrees, though.)

                   In addition, computers can be pretty rigid. For some jobs, an M.E.A.
                   might be just as good as an M.B.A., for instance, but if a hiring manager
                   tells the computer to look for the latter degree, some completely qualified
                   M.E.A.-degree holders would be out of the running.

                   Brave New World

                   "If you're going to present yourself as working in human-resources
                   management, you don't want to use words like personnel," says Debarah
                   Wilson, who taught resume writing in Silicon Valley and Texas. She notes
                   that purchasing can be procurement and that if your experience is a little
                   old, "you might not call a product launch the same thing that you would

                   She recalls counseling a group of laid-off IBM managers who used
                   outdated lingo that wouldn't have registered with computers looking for
                   up-to-date key words. "The terminology and the technology had
                   changed," Ms. Wilson says, "They had to be retrained on how to present
                   their experience." She and others think resume scanning can be particularly
                   tricky for older workers. "If you're 50 years old, if you use old-style
                   terminology, one, you may not get the hit, and two, you may begin to date

                   The resume-scanning companies say that all this obsessing is not really
                   necessary. Their computers, they insist, are no dummies. "Preparing a
                   scannable resume is easy; like the traditional-style resume, you focus on
                   format and content," says Resumix Inc., Sunnyvale, Calif., Restrac's
                   biggest competitor, on its Internet site. "The more skills and facts you
                   provide, the more opportunities you'll have for your skills to match
                   available positions."

                   Job seekers don't have to be overly concerned, says Resumix executive
                   Randy Reynolds, because "our artificial-intelligence-based extraction
                   engine uses hundreds of thousands of rules that help extrapolate out what
                   your experience and skills are from natural language." Resumix, a
                   subsidiary of Ceridian Corp., says its system is bright enough to
                   understand the difference between the statements "I worked for a doctor"
                   and "I was a doctor." Greg Mancusi-Ungaro, director of marketing for
                   Restrac, says his topics library system would recognize that a candidate
                   who wrote Java, Perl, HTML, CGI, PPP or SLIP on their resume would
                   probably have Internet experience.

                   Why Worry?

                   So why worry? Such explanations may make some job candidates rest
                   easier. But it's hard -- if not impossible -- to know what will work.
                   Resume-scanning companies and outplacement counselors often offer
                   conflicting advice. Mr. Mancusi-Ungaro argues strenuously against Mr.
                   Lecky's blob technique. His system highlights the words in a resume that
                   are relevant for a search, he points out. "Therefore if you have that block
                   of key words at the top of the resume, you're not giving the recruiter much
                   context. It doesn't really help differentiate you among other candidates."

                   Mr. Reynolds, director of business partnerships at Resumix, on the other
                   hand, says that the key-word block can be "helpful," although it's more
                   important if a candidate's resume is being perused by Resumix's less
                   sophisticated competitors.

                   Career counselor Ms. Lord suggests that job candidates have two
                   resumes, a people resume and a computer resume. Others think a
                   separate, scannable resume is unnecessary.

                   Some outplacement counselors do worry that such finely honed searches
                   can knock qualified clients out of the running. One counselor says that his
                   experience as a human-resources manager at two retail grocery businesses
                   would probably qualify him for similar work at a hospital or bank, but that
                   if his resume was scanned, he would likely be assigned a low score
                   "because I wouldn't have bank key words or hospital key words."

                   That's part of the point, says David Wagman, chairman of Interactive
                   Search in Los Angeles. "From a recruiter's perspective, if I have 10
                   banking [candidates], why would I want to look at somebody who's not?
                   Yes, you got screened out, but that's the way its supposed to work."

                   There is also the issue of how the competing systems differ. When Amdahl
                   Corp. in Sunnyvale was in the market for a new system a few years ago it
                   tried an experiment. It did an identical search for a software engineer with,
                   among other skills, C++ and Unix kernel experience -- through both
                   Resumix (which it had been using) and Restrac. The results, says Amdahl
                   staffing manager June Dean, were "eye opening." Resumix offered up four
                   candidates and Restrac about 30. She found Restrac to be more flexible
                   and switched. Mr. Reynolds, of Resumix, says that a lot of his customers
                   "are looking for fewer qualified candidates to deal with. The advantage of
                   our system is being able to pick out the best candidates based on a wider
                   variety of skills."

                   'Not an Exact Science'

                   Missing a qualified candidate is "always a concern," says Mr. Feehan of
                   Allied Signal. But, he adds, "did we miss people when they came in on
                   paper? Yeah." Mr. Feehan says that running a search "is not an exact
                   science, so you've really got to play with it."

                   Even for job seekers, there can be upsides. A computer doesn't
                   discriminate. It doesn't care whether a candidate is an African-American
                   woman or a Muslim man. It may, however, be looking for a Harvard
                   Business School Graduate, who once worked at Netscape and lives in the
                   94025 ZIP code. If a candidate went to Yale, worked at Yahoo! and lives
                   in Maine, he may be stuck.

                   But resume scanning can also mean that a job seeker is never completely
                   out of the running. The expression, "we'll keep your resume on file," now
                   actually means something because job seekers often remain in
                   computerized resume pools long after they have applied for a job. The
                   resume, conceivably, can pop up for another opportunity.

                   That's a little bit better than the old days, says Mr. Quigley of Richmond,
                   when sometimes a candidate's best bet was to send a resume to a hiring
                   manager who was "not really compulsive about cleaning his desk off. The
                   longer your resume sat on somebody's desk, the better your chances."
                   Copyright © 1998 Dow Jones & Company, Inc. All Rights Reserved.

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