What if we could work smarter, not harder, to support students during one of the most pivotal transitions of their lives? At McMaster University, the Office of the Registrar and Student Success Centre took the opportunity to rethink how we engage with incoming students from the moment they accept their offer of admission. By harnessing existing tools, collaborating with 30+ campus partners, and cutting through communication overload (yes, including emails!), we built a sustainable and cross-departmental model that truly puts students first. Join us to explore how integrated communications, responsive customer service, and a dynamic Discord community are transforming engagement, streamlining processes, and fostering collaboration—ensuring students get the right support at the right time.
Charlotte Miller
Assistant Registrar, Strategic Communications & Marketing, McMaster University
Charlotte is a passionate leader and communicator with extensive experience driving collaboration, innovation, and continuous improvement within higher education. As Assistant Registrar, Strategic Communications and Marketing at McMaster University, she brings people together to solve complex challenges, champion student-focused solutions, and build meaningful partnerships across campus. Known for her strategic thinking and creative edge, Charlotte is also an advocate for professional development, mentorship, and finding the “human” side in every system.
Outside the office, you’ll find her chasing adventure — whether paddling waves in her kayak, competing with her Toronto-based artistic swimming team or Oakville-based open water swim team, or making new memories with her family.
Elizabeth DiEmanuele
Manager, Marketing and Communications, Student Success Centre, Student Affairs, McMaster University
Elizabeth DiEmanuele (she/her) is a purpose-driven communicator and strategic leader with over a decade of experience in marketing, storytelling, and student engagement across higher education and the broader public sector. As Manager of Marketing and Communications in McMaster University’s Student Success Centre, Student Affairs, she leads a dynamic team committed to building a campus community where every student can belong, become, and contribute. With expertise in brand strategy, digital engagement, student affairs and student development, Elizabeth blends creativity and education to foster connection and drive meaningful impact.
A lifelong learner, Elizabeth is currently pursuing a Doctor of Education (EdD) at Ontario Tech University, with a dissertation exploring how Generation Z students in higher education use social media for informal learning. Outside of work and doctoral studies, Elizabeth enjoys tackling reading challenges, volunteering, discovering new TV shows, and exploring local hiking trails.
Jeff Low
Marketing and Communications Strategist, Student Success Centre, Student Affairs, McMaster University
Jeff Low (he/him) is an experienced Student Affairs professional, currently working as the marketing and communications strategist for the Student Success Centre at McMaster University. In this role, he oversees the Centre’s marketing and communications strategies across all digital platforms and works collaboratively with partners across campus on priority projects related to institutional goals and student success.
Throughout his career in education — starting in educational publishing in the international K–12 market before joining McMaster — he’s learned that giving students what they want and positioning them to succeed are one in the same. Jeff’s professional passions include managing projects with creativity and innovation, building and leading teams, and facilitating new ways for co-creation and collaboration among students and stakeholders.
Tanja Maraj
Communications Officer, Office of the Registrar, McMaster University
Tanja is a strategic thinker and communicator who believes in creating impact with ease throughout the university journey. She considers understanding the “why” behind challenges and developing solutions to improve the student experience. As a Communications Officer within the Office of the Registrar at McMaster University, she uses the power of storytelling and strategic thinking to craft student-centered content to engage and inform students while strengthening their connection to the university community.
Passionate about continuous learning, connecting with others and with a deep love for all things food and wellness related, she is always seeking new experiences that inspire creativity and growth.