Q: I thankfully work for a company that has not been turned upside down by the economy, though we do feel some of the effects. Several related companies have gone under, and those in the field are applying to our company. We don't have online applications, but we do take résumés by e-mail and fax. We forward the résumés to the company owner, and he responds if he is interested. We tell the applicants we review the résumés and keep them for 90 days.

My concern is how to respond to repeated calls from applicants. Many call two to three times per day for several weeks. Some are aggressive and rude and treat me as if I am the secretary, when in fact I would be their boss if they were hired. Some try to obtain the owner's cell phone number and home address. I throw these résumés into the garbage. I am at a loss to deal with the applicants who are qualified and desperate. Now I am exposed to background conversation of, "We don't have enough money for milk" and "don't take the car; we need to save the gas." Should I be brutally honest, saying we might be interested (but we keep looking), or just remain coolly professional and give the same response repeatedly?

A: Let's return to the golden rule and get rid of the behavior that includes "brutally honest" and "coolly professional." These applicants are hurting and don't need additional pain or insensitivity in their lives. You may not be a social worker, but kindness and consideration can help, even if ultimately you can't give those jobs. Many companies have stopped responding to applicants for legal reasons; they don't want to take on any liability for putting anything in writing that might be misinterpreted.

You could handle this new situation at both ends — the job advertisement and your verbal responses to the phone calls. Tighten up your ad, and list every qualification you want. Don't leave out tasks that require extensive experience; insert a notice that states, "No training provided; one three-month probation period; must provide business and personal references." Screen your applicants in your ad so that when you receive résumés with and without the needed qualifications, you can separate them easily. Use a "blind ad" that does not list the company name, only the general location.

If applicants are clever and get through on the phone, remain professional and kind. The two words should not conflict. Give a simple response, e.g., "We've received many résumés, and we can't respond to them individually unless all the qualifications are met. We know it's a tight job market, but we can't look up each résumé to let people know where they stand. We will contact those whose résumés exactly match our requirements." Whatever you choose to say, say it with understanding and sympathy.

Updated Certifications May Not Help 14-Year Work Absence

Q: I was a registered nurse for a major medical center for many years but have chosen to be unemployed for the past 14. I have updated all of my certifications and taken a nurse refresher course. I filled out an application indicating I would be available in January but have not heard from the center. Would it be acceptable to contact the director of nurses for feedback?

A: No, it would not. The most important factor in a job search is to respect hiring directors' time. You have chosen a difficult time to return to a highly technical and demanding field, and a 14-year hiatus — despite your refresher course — may weigh against your being chosen over experienced registered nurses who have been out of work briefly. Your indicating that you are not available until January also may be a deterrent because hospitals and medical centers are not going to keep track of applicants' personal calendars and schedules. Fill out applications, and connect with former co-workers with whom you've kept in touch.

Please send your questions to: Lindsey Novak, c/o Creators Syndicate, 5777 W. Century Blvd., Suite 700, Los Angeles, CA 90045. E-mail her at [email protected], or visit her Web site at www.LindseyNovak.com. She answers all e-mails. To find out more about Lindsey Novak and read features by other Creators Syndicate writers and cartoonists, visit the Creators Syndicate Web page at www.creators.com.