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Utilizing Effective Documentation to Engage Your Users
This document discusses the University of Akron's use of documentation to train admission officers and counselors on their Customer Relationship Management (CRM) system, TargetX. It introduces the four-person documentation team and covers the types of documentation they create, including business processes, forms, reports, checklists, job aids, and training materials. The documentation is stored in the CRM and helps provide consistent guidance to users. Benefits of documentation include clarity of business processes, accuracy, and step-by-step guidance for users.
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- 1. #TargetXSummit Utilizing Effective Documentationto Engage Your Users Sue McKibben and Aparajita Tiwari
- 2. Introductions Aparajita (“Appy”) Tiwari BusinessSystems Analyst Sue McKibben CRM Coordinator
- 3. Agenda • Introduction toUA and our team • Documentation - What and Why? • Beneficiaries of documentation • Benefits of documentation • Types of documentation • Business Process • Inventory: • Form Listing • Reports Listing • Checklists • Job aids • Training
- 4. #TargetXSummit Fast Facts ● EnrollmentFall 2018: ● Undergraduate: 17,455 ● Graduate: 2,625 ● Law School: 474 ● Total: 20,554 Students represent 45 states and more than 90 foreign countries
- 5. The Fantastic Four ●4 Team Members ● Communications & Data Lead ● Business Systems Analyst ● CRM Coordinator ● Sr Business Systems Analyst
- 6. Beneficiaries of documentation •11 FYR Admission Officers/Counselors • 1 Director • 1 Assoc. VP Enrollment Management • 4 Transfer/Adult Admission Officers • 8 Student Services Counselors • Us (Yippie!!) - the fantastic four
- 7. History with TargetX April2016 – Purchased TargetX July 2017 – Live with online application July 2018 – AO’s begin using for travel Sept 2018 – Events Nov 2018 – Began loading Common App and EAB apps into CRM
- 8. A little bitabout our next awesome session - “A Customized Approach to Confirm Your Enrollment” • Monday 3:00 PM • How UA is leveraging multiple TargetX features to encourage students to confirm their enrollment
- 9. Let’s find outabout YOU…
- 10. If it isn’tdocumented, it didn’t happen!!
- 11. Benefits • Past, Presentand Future • Clarity • Flow of business process • Roles • Purpose • Consistency • Summary Log • Forms and reports • Accuracy • Provide step-by-step guidance
- 12. Documentation Warehouse • CRM:Documents > AO Training Materials • View Only (Admission Officers/Counselors) • Edit (the Fantastic Fours)
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- 28. Training • Coincided withproject deadlines • High School Visits, App data load • Task specific • Frequency/timing of data loads • Hands-on activities/exercises • Open communication • Feedback or additional requirements • Goal: Make the CRM the centralized source of data for our audience • Eliminate need to use other systems (PeopleSoft, Detail file)
- 29. Contact Information Appy Tiwari ab307@uakron.edu 330-972-7316 SueMcKibben smf@uakron.edu 330-972-8537
- 30. Links to Templates BusinessProcess Input Worksheet Event Checklist HS Visit Checklist CRM Basics – Student Template
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