The Evolution of the Registrar’s Office: Four-Year Perspective Steve Shablin, Registrar Oakland University

The evolution of the responsibilities of the Office of the Registrar-Then! In the “old days” some of these functions included: Setting up a student record in some type of system – paper, electronic, file folder, etc. Getting the student registered for classes Sending the faculty green bar paper that listed the students who were registered in their classes Developing a printed schedule of classes Placing a list of closed, cancelled or new classes on the walls around the Registrar’s Office Gathering in a timely manner the final grades from the faculty – paper, scan forms, Mailing grades Placing them on the student record either via a label of courses and grades or simply a label and “writing” the grade onto the transcript Graduating students—Diploma Ordering Beginning the cycle again—Consistency, Order, Compliance!

Registration 1928 at Ohio State University

Registration Day, Iowa State College, circa 1946

Transcript production, Iowa State College, circa 1950, wet process

So how did students find their grades back in 1950’s? The US Postal Service

Responsibilities of the Office of the Registrar-Now! The work starts immediately after the student accepts the offer of admission and begins with their first expectation of the office – fast, seamless service. The success of the office is demonstrated if we see no students---AGREE?

The Office of the Registrar-Now! Continuously review all university policies and procedures Ensure that policies are enforced OR modify the policy Review current processes to determine if there is an easier way of doing a task OR can a process be eliminated or combined with another processes Expand the database of transfer credit equivalencies Establish a registrar advisory committee and continuously evaluate customer services Implement a self- assessment of office. Develop a survey instrument and administer to the campus community on a specific cycle Listen to or solicit suggestions made by students, faculty and staff and incorporate as necessary Review catalogs, schedules, brochures, and other university materials and determine if they are accurate and user friendly Develop web access for all publications

Registrar provides the necessary structure of the office for basic services needed for student success Students get help as needed Records data, degree audits, academic advising is timely and accurate Student needs continuous and expeditious service from the Registrar’s Office. In one day, out the same day Students have total web capability to do a multitude of functions including the electronic capability to complete the necessary requirements to register, pay bill, see grades, request transcripts, etc.

The Office of the Registrar-Now! The Registrar’s office has established dynamic working relationships with members of the academic and administrative community Deans, department heads, advising centers, admissions and financial offices, cashiering, information technology are all part of the Registrar’s daily/weekly family Help/Advice can be obtained by a simple phone call or email to immediately assist students with challenging situations

From Process to Analysis and Evaluation to Strategic Initiatives Registrar must be monitoring the availability of courses throughout the registration process Recommendations need to be directed to appropriate academic officials when additional courses/sections need to be opened to meet supply and demand Communication plans to students throughout their enrollment with issues regarding enrollment, curriculum changes, policy changes, or other factors that may affect their persistence to graduate in a timely manner. Student success is dependent on their ability to complete their degree in a timely manner Lean processes

Success Students want web capability to complete the necessary requirements to register, pay bill, see grades, request transcripts and enrollment certifications, see FA awards, schedule, graduation requirements, etc. Continuous efforts made to assist the student as possible at the same time, ensure the academic integrity as well as institutional policy

Other factors to contributing to student satisfaction and success Wants roadblocks eliminated or addressed in a timely manner Must be a spokesperson for the student when someone needs to go to bat for the student with an administrative error and needs an exception Must represent the needs of the student and makes certain committee meetings , standing committees and other groups the registrar works with has the ability to foresee complex or bureaucratic polices or procedures that may affect student success.

Nurture and Develop Dynamic Staff in the Office of the Registrar—TEAM! Make certain staff members partake in decision making processes whether operational to the office, the university, or in long range planning Constantly provide staff members with an opportunity to increase their computer, personnel, people, and management skills Praise and thanks need to be afforded to the staff as much as possible Have yearly or bi-yearly office retreats Continue to cross train the staff within functional areas Work towards establishing a confidence level felt by students, faculty, and staff when these constituencies deal with the office. Make these people feel extra efforts are continuously made to assist as necessary The appearance of the office should be warm and friendly

The Challenges for the Office of the Registrar continues …. Communicating, a key to a successful operation, maintaining everyone is informed of new and revised policies and procedures Avoiding burnout of staff and “movement” to other offices on campus Developing detailed polices and procedures manuals and work flow processes Meeting the expectations of the administration, deans, department heads, faculty, staff and students Assuring the accuracy and security of records Change is and coming fast and furious

Factors that affect the future focus and direction of the Office of the Registrar Graduation rates must increase Financial resources may or may not be available Availability of outside financial resources may not be abundant The campus community wants a higher quality of service afforded to its’ students, faculty and staff Faculty want more information on their students Retention rates must increase especially in the freshmen year

What else does the Office of the Registrar face in the future? There will be greater competition among colleges and universities. Students are shopping around for a college More work may be required with the same or less number of staff Local and national legislative changes will affect enrollment as well as processes within the office e.g. FERPA, disciplinary notations, transcript credentialing, etc.