Systemizing Excellence Without Killing It
In Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect, Will Guidara cautions that while systems are necessary for consistency, they are, by definition, forms of control—and excessive control can limit creativity and diminish the guest experience. This insight captures a central challenge in research administration, where the complexity of compliance, policy, and institutional requirements necessitates structured processes. Systems are indispensable for ensuring accuracy, equity, and efficiency. However, when applied without flexibility, they can inadvertently produce interactions that feel rigid, impersonal, and disconnected from the needs of the individuals they are intended to serve (Guidara, 2022).
Within academic environments, systems often emerge as solutions to variability and risk. Standard operating procedures, templates, and workflows are developed to ensure that critical tasks—such as grant submissions, onboarding processes, and regulatory compliance—are executed reliably. These systems form the backbone of effective research administration. Yet, over time, there is a tendency for systems to expand in scope and rigidity, reducing opportunities for discretion and adaptation. When this occurs, administrators may find themselves prioritizing adherence to process over responsiveness to context. The result is a form of excellence that is technically sound but experientially flat.
The challenge, therefore, is not to choose between systems and personalization, but to design systems that enable personalization at scale. This requires a shift from viewing systems as endpoints to viewing them as frameworks. A well-designed system should provide clarity, reduce cognitive load, and ensure consistency, while still allowing room for judgment and adaptation. For example, a standardized onboarding process can include structured steps and resources, but also incorporate moments for individualized engagement, such as tailored communication based on experience level or discipline. In this way, structure and flexibility are not in opposition, but in alignment.
Guidara’s broader philosophy reinforces that hospitality is most effective when it is both intentional and repeatable. The goal is not to rely on occasional acts of individual initiative, but to embed opportunities for meaningful interaction within the system itself. This may involve designing communication templates that are clear yet adaptable, creating workflows that prompt proactive check-ins, or establishing norms that encourage administrators to exercise judgment in responding to unique circumstances. When systems are designed with these principles in mind, they do not constrain creativity—they channel it.
Balancing structure and personalization also requires trust. Administrators must be empowered to interpret and apply systems in ways that best serve the situation at hand. This involves moving away from a purely compliance-driven mindset toward one that recognizes the value of professional judgment. Leaders play a critical role in this process by setting expectations that prioritize both accuracy and experience, and by creating an environment where thoughtful deviation from standard practice is supported when it enhances outcomes. Without this trust, even the most well-designed systems can become restrictive.
Ultimately, the goal is to achieve a form of excellence that is both consistent and human-centered. Systems ensure that the work is done correctly; personalization ensures that it is experienced meaningfully. When these elements are effectively integrated, research administration can deliver support that is not only reliable, but also responsive, thoughtful, and impactful. In a field where both precision and partnership are essential, this balance is not optional—it is foundational.
Action Items for Research Administrators
- Review one existing system or workflow and assess: Does this enable clarity, or does it create rigidity?
- Identify one point in a standardized process where personalization could improve the experience.
- Adapt one template or communication to allow for flexibility while maintaining consistency.
- Empower judgment. Consider where you can appropriately deviate from standard practice to better serve an individual need.
- Align with your team on where flexibility is encouraged, so personalization becomes a shared norm rather than an exception.
Strong systems create consistency. Thoughtful flexibility creates impact.
