Utilizing Effective Documentation to Engage Your Users New USers Track

1. #TargetXSummit
Utilizing Effective Documentation to
Engage Your Users
Sue McKibben and Aparajita Tiwari

2. Introductions
Aparajita (“Appy”) Tiwari
Business Systems Analyst
Sue McKibben
CRM Coordinator

3. Agenda
• Introduction to UA 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
● Enrollment Fall 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
April 2016 – 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 bit about 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 out about YOU…

10. If it isn’t documented, it didn’t
happen!!

11. Benefits
• Past, Present and 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)

13. Business Process Documentation

14. #TargetXSummit
Template

15. #TargetXSummit
Example

16. Inventory: Forms Listing
Report Listing

17. #TargetXSummit
Template

18. #TargetXSummit
Example

19. #TargetXSummit
Example

20. Checklists

21. #TargetXSummit
Example

22. #TargetXSummit
Example

23. #TargetXSummit
Example

24. Job Aids

25. #TargetXSummit
Example

26. #TargetXSummit
Example

27. #TargetXSummit
Example

28. Training
• Coincided with project 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
Sue McKibben
smf@uakron.edu
330-972-8537

30. Links to Templates
Business Process Input Worksheet
Event Checklist
HS Visit Checklist
CRM Basics – Student Template

31. Thank You