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

2. 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!

3. Registration 1928 at Ohio State University

5. Registration Day, Iowa State College, circa 1946

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

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

9. 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?

10. 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

11. 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.

12. 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 to immediately assist students with challenging situations

13. 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

14. 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

15. 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.

16. 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

17. 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

18. 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

19. 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.