Student Services for Distance Learners: Serving Them Equally Well

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Student Services for Distance Learners Serving
Them Equally Well

Presented by Pat Shea, Assistant
Director WCET 3rd Annual CVC Student Services
Conference March 28, 2002 Sacramento, CA
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Todays presentation

• Student services for distance learners
• Guidelines from the accrediting agencies
• Some good practices in electronic student
  services
• LAAP project case study Kapiolani Community
  College

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Distance Students

• National Center for Educational Statistics
• Institutions offering some form of electronic
  distance learning in 1998
• 78 of public four-year institutions
• 62 of public two-year institutions
• 97 of institutions with more than 10,000 students

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Rising Use of IT in Instruction
Source Campus Computing Project
Percentage of college courses using IT resources
1994
1995
1996
1997
1998
1999
2000
2001
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Trends in Student Services

• As more instruction moves to the Web, there is
  increased pressure to provide student services in
  this environment.

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What student services are institutions
providing?
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Web Site Services, 2001
percentages
Source Campus Computing Project
www.campuscomputing.net
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What student services do distance learners need?
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Beyond the Administrative Core Creating
Web-based Student Services for Online Learners
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(No Transcript)
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Approaches for Distance Learners

• Site-based services at remote centersboth
  face-to-face and electronic.
• Technology-supported for anytime and anyplace for
  some--not all--services.

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eService Technologies

• Automated phone information systems
• Toll-free phone lines
• Fax-on-demand
• Email

• CD-Rom
• Online

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Trends in Student Services

• The lines are blurring between distance and
  traditional students

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Trends in Student Services

• Distance and campus services are blending in
  electronic solutions

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Are student services for distance learners
important to accrediting agencies?
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Regional Accrediting Agencies contract with WCET
to draft Best Practices for Electronically
Offered Degree and Certificate Programs to
assist institutions in planning distance
education activities and to provide a
self-assessment framework for those already
involved.
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• 2001
• The Regional Accrediting Agencies
• adopt the Best Practices document
• As a common understanding of elements reflecting
  quality distance education programming.
• May apply practice document differently in the
  regions.
• Consider them a work in progress.

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Best Practices

• FIVE COMPONENTS
• Institutional Context and Commitment
• Curriculum and Instruction
• Faculty Support
• Student Support
• Evaluation Assessment

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Best Practices Student Support Colleges and
universities have learned that the twenty-first
century student is different, both
demographically and geographically, from students
of previous generations. These differences affect
everything from admissions policy to library
services. Reaching these students, and serving
them appropriately, are major challenges to
todays institutions.
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Best PracticesStudent Services (excerpt)

• The institution has a commitment to continue the
  program.
• Administrative
• Financial
• Technical

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Best PracticesStudent Services(excerpt)

• Prior to admitting a student to a program, the
  institution
• Ascertains that the student is qualified by prior
  education or equivalent experience.
• Informs the student about costs, technology
  requirements, services available, time to
  completion.
• Assists student in understanding the learning
  objectives and challenges of learning in a
  technology environment.

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Best PracticesStudent Services(excerpt)

• The institution makes appropriate services
  available off-campus such as
• Admissions, advising, registration, financial
  aid.
• Counseling, tutoring, technical support.
• Library and bookstore services.

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Best PracticesStudent Services(excerpt)

• The institution encourages and supports a sense
  of community with strategies of inclusion.
• Study groups
• Publications (directories newsletters)
• Student government
• Events

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How are institutions responding?
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Trends in Student Services

• Campuses are adjusting their policies and
  structures to support new student-centered
  services for all students.

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Trends in Student Services

• So new models are emerging

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Models
 
Shifting Student Services Model   Martha Beede
Darlene Burnett, The Compelling Case for Change,
Planning for Student Services Best Practices
for the 21st Century, p. 9. Society for College
and University Planning, Ann Arbor, Michigan,
1999.
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Old Process
New Process
Auto Transaction
Self Help
Generalist
Specialist
Student Service Processes (Robert Kvavik, 1998),
Planning for Student Services Best Practices for
the 21st Century. Page 76. Society for College
and University Planning, Ann Arbor, Michigan,
1999.
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Trends in Student Services

• All students expect convenient personalized and
  interactive services

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Stages of Online Student Services
Full Array of Integrated Web Services
Artificial Intelligence
Portal Communities
Personalized 11 Relationship
Evolution of Web Functionality
eCommerce
Student Interaction
Information Only
1997
200?
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What are some good practices in student
services for distance learners?
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For Prospective Students

• Make information on e-learning opportunities
  easily accessible from institutions home page.
• Washington State University http//www.wsu.edu/
• State the time commitment and technology
  requirements clearly. Washington Online
• http//www.washingtononline.org/index.asp?MenuID
  StudentUnion
• Provide personal readiness assessments.
• Western Governors University http//www.wgu.edu/wg
  u/self_assessment.asp
• The Community College of Southern Nevada
  http//www.ccsn.nevada.edu/distanceed/DEforYOU/isd
  eforyou.htm

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Orientation

• Explain different types of distance learning
  opportunities. Bismarck State College, North
  Dakota
• http//www.bsc.nodak.edu/online/
• Describe how to get started.
• Rio Salado College, AZ http//www.rio.maricopa.edu
  /distance_learning/how_to_logon.html
• Provide easy access to student services.
• Kentucky Virtual University http//www.kcvu.org/se
  rvices/
• When you dont know who to ask
• University of Colorado http//www.colorado.edu/ral
  phie/

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Admissions/Registration

• Display information about processes and policies.
  Bellevue Community College
• http//www.bcc.ctc.edu/bccweb/howtoenroll/index.st
  m
• Provide access to admissions counselors
  electronically. Community College of Southern
  Nevada
• http//admrec.ccsn.nevada.edu/
• Provide online schedule planners to assist in
  registration. University of Colorado
• http//www.colorado.edu/plus/planner/sp.pl

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Academic Advising

• Standards for
• Advising Distance Learners
• National Academic Advising Association
• http//www.nacada.ksu.edu/Profres/distance.htm

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Academic Advising

• Provide links to academic advising guides for
  students and advisors. Kansas State University
• http//www.ksu.edu/educadv/
• Link to automated transfer/articulation
  information. Assist, CA
• http//www.assist.org/cgi-bin/7g31.pl
• Allow students to access grades online. Campus
  Direct, PA
• http//www.getgrades.com/bin/GradesDisplay
• Use artificial intelligence to provide some
  advising assistance. Penn State University
• http//www.psu.edu/dus/leonard/test/eliondemo/

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K-State Academic Advising Flow Diagram
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University of Texas - Austin
Advisors Toolkit

• View Notes
• Make Note
• Send Email
• Basic information
• College-specific Info.
• Address
• Admissions
• Modes/dates
• Parent Education
• Assigned Advisors
• Bars
• Advising
• Non Financial
• Financial

• Transfer Courses
• Pop Up Links
• Calendars
• Courses
• Schedules
• Surveys
• Transfer Equiv.
• Degree Audits
• Financial Aid
• Final Exams
• Grades
• Imaged Documents
• Transcripts

• Credit-by-Exam
• Courses
• Tests
• Degree Profiles
• Degrees
• Awarded
• Proposed
• Financial Aid
• GPA
• High School
• Hours
• Probation
• Registration
• Study Abroad
• Test Scores

• Class Schedule
• Colleges
• Courses
• All
• Credit-by-Exam
• Current
• Extension
• Distance Ed
• Failed
• Incomplete
• Residence
• Transfer
• Future

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Collaborative Sites

• Oregon Community Colleges Online Adviser
• http//www.oregoncomcolleges.org/general_info.cfm?
  contentID6
• Florida Academic Counseling Tracking for
  Students
• http//www.facts.org
• Colorado Mentor
• http//coloradomentor.org/

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Counseling

• Ethical Standards for
• Internet Online Counseling
• American Counseling Association
• http//www.counseling.org/gc/cybertx.htm

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Counseling

• Provide self-help online.
• Montana State University
• http//www.montana.edu/wwwcc/docs/on-line3.html
• Provide information about the counselors.
  Rio Hondo College, CA
• http//www.rh.cc.ca.us/student_services/Counseling
  /counselors.htm
• Link to career resources. Clackamus Community
  College, OR
• http//dl.clackamas.cc.or.us/hd140/class/resource
  20room.htm
• See the directory of student counseling centers.
• The Counseling Center Village
• http//ub-counseling.buffalo.edu/ccv.html

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Library Services

• Guidelines for
• Distance Learning Library Services
• Association of
• College and Research Libraries
• http//www.ala.org/acrl/guides/distlrng.html

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Library Services

• Provide online tutorials on how to use the
  librarys resources.
• Regis University, CO
• http//www.regis.edu/lib/tutor/index.htm
• Designate a distance librarian.
• University of North Carolina-Greensboro
• http//library.uncg.edu/about/distance.html
• Provide access to electronic reserves.
• Central Oregon Community College
• http//www.cocc.edu/library/distance.html

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Services for Students with Disabilities

• Make sure your Web site accommodates students and
  staff challenged in
• Vision - Cognition
• Hearing - Seizure Disorders
• Motor skills - Age-related processes
• Be aware of the U.S. Web Access LawsWAI compiled
• www.w3.org/WAI/Policy/US

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Services for Students with Disabilities

• Check out these resources.
• Center for Applied Special Technology
• www.cast.org/bobby
• WebAIM
• www.webaim.org
• Web Accessibility Initiative of the W3C
• Web content guidelines
• http//www.w3.org/tr/wai-webcontent
• Authoring tool guidelines
• http//www.w3.org/TR/2000/REC-ATAG10-20000203/

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Technical Support

• Provide a Help Desk for technical assistance.
• North Idaho College
• http//www.nidc.edu/compserv/helpdesk/
• Leverage free services available on the Web.
• Belarc Advisor http//www.belarc.com/download.htm
  lfaq_s MyVitalAgent http//qip.lucent.com/produc
  ts/mvatour/tour1.htm

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Technical Support

• Offer tutorials on course management software.
• Columbia Basin College, WA
• http//www.cbc2.org/distance/tutorial/content2.htm
  
• Atlantic Cape Community College, NJ
• Bookstore 609.625.5205
• Recognize different levels of comfort with
  technology.
• Computer Smarts for Grandparents
• http//www.computersmartsforgrandparents.com/

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Sense of Community

• Provide a student government for distance
  students.
• Washington State University
• http//aswsu-ddp.wsu.edu/home.asp
• Promote radio station and publications access.
• Kansas State University
• http//wildcatradio.ksu.edu/
• Provide information about the community
  surrounding the community college.
• Bellevue Community College, WA
• http//www.bcc.ctc.edu/ayc/

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Tutoring

• Provide skills assessments tutoring modules.
• Connecticut Distance Learning Consortium
• http//www.ctdlc.org/Student/Tutoring.html
• Provide writing support.
• Kentucky Virtual University
• http//www.kcvu.org/writeplace/
• Coming soon.Tutoring at Kapiolani Community
  College

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Case StudyKapiolani Community College

• One of 7 community colleges in University of
  Hawaii system
• 6,700 enrolled students
• 33 courses online 542 enrolled students
• 1 program (Medical Assisting)
• 1 joint programAA Degree

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Kapiolani Community College

• Challenges
• Shrinking budget in struggling economy
• Strike
• Outdated Student Information System
• Tradition

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Kapiolani Community College

• Opportunities
• Campus reorganization
• WCET LAAP Project Partner
• KULEANA work together in the right
  relationship and spirit

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What will Kapiolanis learning support pilot
be like?

• Open Source Portal www.MetaDot.net
• Audience Medical Assisting Pre-health
  Students
• Service at a Program Levelpersonalized,
  customizable, and interactive
• Holistic Approachfrom prospective to alumni

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What will Kapiolanis learning support pilot
be like?

• COMPONENTS
• My Page
• My Projects
• Calendar
• Orientation
• Academic Advising
• Tutoring
• Program Communities

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What will Kapiolanis learning support pilot
be like?

• My Page
• News, Weather
• Calculator, Search, Maps
• Discussion Boards
• My Projects
• Academic Advising
• Contact info for adviser (email phone)
• Live Chat Office Hours

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What will Kapiolanis learning support pilot
be like?

• Calendar
• Program
• Academic
• Activities
• Dining
• Orientation
• Overview
• Decisions
• Applying
• Financial Aid
• Learning Resources

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What will Kapiolanis learning support pilot
be like?

• Program Communities
• Program Descriptions (audio/video/text)
• News
• Discussion Boards
• Tutoring
• Web Tutorials Dosage Calculations WebCT
• Lab Tutorials ACT WorkKeys/ KeyTrain
• Online Tutors
• Service Learning

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Lessons Learned in LAAP Designing Online Student
Services

• There is great pressure to just get something
  out thereto Webenize current services.

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Lessons Learned in LAAP Designing Online Student
Services

• Automation provides a level of
  consistency to a rule by exception
  environment.

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Lessons Learned in LAAP Designing Online Student
Services

• By designing for todays distance students,
  institutions are more likely to meet the needs
  of tomorrows student body.

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Lessons Learned in LAAP Designing Online Student
Services

• Focus initially on the WHATnot the HOW.

 
WHAT
HOW
Subject Matter Experts (SMEs)
SMEs IT staff
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Lessons Learned in LAAPDesigning Online Student
Services

• Collaborate at HOME first
• then with others.

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Lessons Learned in LAAPDesigning Online Student
Services

• The campus Student Information System (SIS) is
  a critical element in designing personalized
  student servicesso is a portal.

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Lessons Learned in LAAPDesigning Online Student
Services

• It is more difficult to change mindsets about
  the use of technology than to develop the
  technical solutions.

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Lessons Learned in LAAPDesigning Online Student
Services

• ScalabilityMake sure the service you offer is
  the one you have available.

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Lessons Learned in LAAP Designing Online Student
Services

• Its important to set REALISTIC expectations.

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WCET Resourceswww.wiche.edu/wcet

• Available now
• Guide to Developing Online Student Resources
• Webcast Series Providing Student Services to
  Distance Learners

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WCET Resourceswww.wiche.edu/wcet

• Coming soon
• Guidelines for Creating Campus Solutions for
  Online Student Services
• Comparison Site for Student Services Products and
  Service Providers
• WCET Annual Conference Nov. 6-9, 2002
• Denver, CO

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Thank You!

• Pat Shea
• pshea_at_wiche.edu

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www.wiche.edu/wcet