To all human resources managers, veterans' benefits administrators, unemployment benefit specialists, etc., etc.: please stop telling people that they "just" need to fill out an online form to apply for a job or register for benefits. That "just" implies that this is a simple procedure, and for someone who is not computer literate, it is anything but.
Obstacle one: they do not have a home computer, and have to find a public access computer. Thank you for telling them to come and use the computers at the library, but please remember that not all libraries are open all day every day. If someone has to make repeated trips just to get themselves in front of the machine, their anxiety level rises.
Obstacle two: if they do not have a home computer, then they will probably not be comfortable using a computer. If they sit in front of the machine and have to ask for help just to reach your website, the anxiety goes up again.
Obstacle three: they probably do not have an email. Now they have to leave your website and go to another one and fill out THAT form to create an email account before they can complete YOUR form. Do you see where this is going?
Obstacle four: a resume? Really? Today I helped someone fill out an application that asked all the questions that would be covered in a resume--education, work history, references. Unfortunately, he could not submit the application without also uploading a resume. For a manual labor job.
I wish you would understand that there are a great many people out there--many of whom are seeking your help--who feel the bar has been placed at an insurmountable height. Please, the next time you direct someone to an online form, refrain from using the word "just".
No comments:
Post a Comment