Online Student Support Services

1
Online Student Support Services

• Perceived Needs and Other Timely Issues

Dr. Linda D. Collins Mesa Community College
League for Innovation Conference November 2007
2
This online course was the worst course I ever
took, and Im taking two more next semester.
Ed Klonoski, Executive Director of the
Connecticut Distance Learning Consortium quotes a
student in his Distance Education Report (2004)
3
What are Online Student Support Services?

• Bookstore
• Enrollment Services
• Academic Support Services
• Communication
• Technology Support
• Library
• Transfer Office
• Financial Aid
• Career Services
• Disability Services
• And more!

4
Overview of Online Support Services Research

• Why this study was conducted
• Needs
• Timeliness

5
Participants in the Study

• Who they were
• Why this group was selected

6
Who Needs These Services?

• Students at a distance
• Students on campus
• Potential students
• Busy families
• Traveling Students
• Faculty
• Staff and Administration
• General Public

7
Are Creating the Same Types of Services the
Answer?

• Should these be the same or equal to student
  support services found on the physical campus?

8
What do students want?
9
What Types of Access do Students Expect?

• Everything, all the Time!
• Internet
• Phone
• PDAs
• Wireless Connections
• What kind of information?
• FAQs
• Interactive
• In-Person

Picture courtesy of Drexel, (2006)
10
When do Students Want These Services?

• Before enrolling
• At the start of their class or program
• As they move through their academic career
• At the end of the program
• Never needed

11
Before Enrolling

• Single Point of Contact
• General Information about the College
• Class Admission and Registration
• Prior Learning Assessment
• Tuition Assistance
• Technology Information and Support
• Textbook Information

12
Just Starting

• Having a local contact where they live for help
  and information
• Assistance with writing and math
• How to get in contact with instructors
• General information on communicating
• An orientation to available technology assistance

13
Throughout their Academic Career

• Problem resolution
• Continued help with mathematics
• Information on student accomplishments
• How to contact other students
• How to contact technology support with questions
  and problems

14
At the End of the Program

• Student accomplishments
• College events

15
Services Never Needed

• Self-Confidence

16
Are Faculty and Staff Always Aware of the
Services?

• Great Ideas
• Best kept secrets
• Communication
• Getting the word out

17
All These Answers Bring New Directives
18
Enhance Current Services

• Synchronous Chat
• Library
• Advising
• Interactive Video
• Counseling
• Advising
• Financial Aid

19
Expand Availability of Academic Support Services

• I Need You When I Need You!
• Day
• Evening
• Weekends
• Holidays
• 24/7

20
Help Desk!

• Give me more help now!
• Different types of access
• Different types of help
• Technology Help Desk
• Academic Help Desk

21
Create an Online Learning Community

• Virtual Student Union

22
Cooperative Management of Online Support Services

• Who manages these services
• Who puts the pieces together?
• How do you keep the information current?

23
Making the Changes

• Who should be involved
• Getting everyone on-board
• Training
• Staff development
• Student Awareness

24
Can These Changes be Made?
25
Linda D. Collins, Ed.D. Chair, Business and
Information Systems Director, Business Industry
Institute Mesa Community College 1833 West
Southern Avenue Mesa, Arizona 85202 collins_at_mail.m
c.maricopa.edu