1. Developing User-Friendly International Admissions/ Pre-Arrival Process Michael D. Crandall International Student Services 410 Boucke Building The Pennsylvania State University University Park, PA 16802 John Ewton International Student Services 410 Boucke Building The Pennsylvania State University University Park, PA 16802

2. Definitions User-Friendly: –Users: International Students and their families International Student Office Staff Faculty and departmental staff Embassy personnel Sponsoring Agencies

3. Definitions User-Friendly: –Friendly: Clear, simple, and concise instructions Interactive process has to be enjoyable and easy Help is easily available when needed Useful icons No technical knowledge required Cheah, Y. M. and Cheung, W. S. (1999). What do you mean by “user-friendly”?: Pre-service teachers evaluate language.

4. Questions for Reflection What does User-Friendly mean to you? Who are your users? How do you define a user-friendly interaction?

5. Is it all bottom line “Numbers” or “$’s” or is there something else to consider? –More enjoyable work experience –Belief in the benefit of internationalization –Avoiding dehumanization of students and yourself Why Does it Matter

6. Revisioning Due to the workload in a high volume office it is easy to lose sight of the individual Efficiency does not have to be obtained at the cost of personable interactions with international students and other “Users” Take time periodically to reflect on interactions and evaluate their tone and nature

7. Setting the Stage Choosing a Positive Attitude Office Atmosphere –Breakfast fairy –Play –Laughing at yourself Team Positive

8. What Makes an Office more “user-friendly” Positive Communication Efficiency Networking / Collaborating

9. Positive Communication Clarity –Review emails over time and look for patterns of confusion Tone –Excited –Welcoming –Helpful –Caring –Other ideas?

10. Efficiency Take Advantage of Technology –E-mails/Mail Merge/E-Newsletter –On-line Application Systems and Forms –Taking Materials to the Web –LabelWriters –Chats

11. Efficiency Regularly Evaluate and Update (Forms/Systems/Procedures)

12. Efficiency Regularly Evaluate and Update (Forms/Systems/Procedures) Streamline Processes Acquire and Maximize Resources Avoid Information Overload –The right information to the right people

20. Networking / Collaborating Seamless Integration Improve Communications Between Units Express Appreciation Workshops Celebrate Successes Benchmark and Share Ideas

21. Quality Materials Publications Brochures Web Presence

22. Evaluation Focus Groups Orientation / Pre-Arrival Surveys Review of Emails