"Field Notes" is an occasional Connect column covering practical and philosophical issues facing admissions and registrar professionals. The columns are authored by various AACRAO members. If you have an idea for a column and would like to contribute, please send an email to the editor at connect@aacrao.org.
By Christopher Huang, M.A., University Registrar, Governors State University; Hugo Solano, MBA, Director of Application Development, Governors State University
At Governors State University (GSU), we are in the midst of implementing a new document imaging system to support and streamline the efforts of the Office of Admissions. During the selection process, the imaging system we chose had some neat ‘bells and whistles’ that would provide efficiencies: workflows, electronic forms, ability to communicate between our online application system and our student information system (SIS), and reducing the amount of manual data entry of transfer credit.
At the Illinois Association of Collegiate Registrars and Admissions Officers (IACRAO) conference, Mike Reilly, Executive Director of AACRAO, shared a slide with the number of software products that are used in higher education. The chart was staggering because of the amount of technology that is available to institutions.
In this day and age, technology is prevalent on all our campuses. In order to implement any technology/software at your institution you will need to involve your Information Technology (IT) department.
I asked GSU’s Director of Application Development, Hugo Solano, a few questions about how Information Technology Services (ITS) collaborates and implements technology.
How do ITS and the Registrar’s Office collaborate?
“I believe that collaboration between the Registrar and the ITS department is fundamental for both areas. ITS has the mission to support technology and create efficiencies, while the Registrar is charged with managing student records and enforcing student policy. We work well together because the Registrar’s Office provides us with insight and feedback about their processes and about the things they need to accomplish. This in turns helps ITS to tweak, adjust, customize and adapt applications and tools to meet those needs. ITS has in-depth knowledge of how the software and the technology are supposed to work, but only the Registrar knows how it is best used and how it should be working to be effective.”
From an ITS perspective, what helps collaboration?
“From an ITS perspective, communication, feedback and ownership are the three key factors that make the relationship work well.
- Communication, so that we can understand your needs and plan accordingly to meet them.
- Feedback, to know if changes or projects have the desired positive impact, or if there are any issues that can be improved through technology or automation.
- Ownership, in the sense that the Registrar owns and manages their own module in the system. This helps you guide your tools towards meeting your goals and ensures that ITS can support your vision and help with your projects effectively.
For ITS, the module can operate without errors and that is the extent of our technical purview, but for the Registrar it needs to operate well and support the office’s goals to become more efficient, secure and to provide the best customer service possible.”
Any tips/advice on how the Offices of Admissions and Registrar can work well with ITS?
“For any office to work well with ITS there needs to be trust. Admissions and the Registrar’s Office staff must trust that ITS will do all that it can to meet its needs and to help with all technical and functional problems to the best of their abilities. On the other side, ITS must trust that their counterparts will collaborate with solutions by providing their expertise about their processes, by testing solutions and changes, and by being proactive in communicating needs and problems.
Constant communication is another key component for working well together. It must flow both ways and it must be frank and respectful. Users need to make their needs known and should also let ITS know when things are going well. Frequent meetings facilitate this kind of communication and help to foster a sense of camaraderie.
Although these areas serve different purposes and different clients, they have the same essential mission, to provide the best customer service possible and to meet the needs of their clients to the best of their abilities.”
During my career as a registrar, I am thankful to have worked with some very fine IT professionals who helped streamline processes, implement new software, and who work tirelessly to help make our work, and the student’s experience with applying, registering, and graduating a smooth and easy process.
“Teamwork to make the dream work” – Author Unknown.