Developing standard processes in extension registration

One of the discussion topics associated with registration processes this week has been the need for standardization of processes across the extension organization.  In my CRM implementation reading, understanding existing processes and mimicking them in the CRM processes is recommended to improve success in achieving CRM goals.  Our processes are beginning with registration, so I begin my thoughts on standardized registration processes in extension, across a system that spans 67 counties.

Registration seems like a simple process back in my days in the county - once the event was scheduled the appropriate process for registration is established.  In "the good old days,"  when we were first putting computers on our desks, this generally meant mailing out forms and fliers, putting information in our newsletters and newspapers and then waiting for either the paper forms or phone calls so names could be added to the list of participants.  Then we added technology - lists were kept in computer files and we listed our email address to accept registration or questions about the event.  We began promoting events online.

Today, our clientele can go to our websites and register online.  As we receive phone calls or other registrations, we add them to an online computer application which now serves the role of our earlier computer file.  However, instead of adding information to a computer file we are adding it to a database that helps us know what sessions people want to take, whether they want to participate in future programs, etc.  In addition, the participants can easily forward their invitation to any of their friends via email, helping to market the program.  We still promote the program through our other communication chains, although most of our newsletters and the newspapers may be online in addition to or instead of in paper form.  Online allows easy access to links to registration.  It also opens the potential audience to people who may not have previously been on our mailing lists.  So, there are many benefits to the shift.

So, what are the variables in how registration was handled in the past and can be handled today?  We're still relying on people close to the event site to respond to questions and assist individuals in the registration process.  Staff still assist educators in meeting preparation.  Of course, the professionals involved have to become familiar and comfortable with the online registration system - so this means providing training.  This is no different than in most cases where we went from keeping registrations in a notebook to keeping them in a computer file.  Training should include how to get the information necessary from the system to know who plans to attend what training session and who has or has not paid, fix name tags, order meals, etc.  Earlier communication about what was happening - what, when, where, how - still needs to occur between those planning the program and involved in registration processes.  This may have previously occurred in office staff meetings and may now have to move to phone, email or video communications since registration staff and educators may not be in the same office.   This seems doable.

Help me with this - what are processes related to registration that you feel are unique to your office situation?  And while you're at it, how do you see them being achieved utilizing an online application?  And finally, what are potential benefits or losses to be considered in moving to an online environment?