Support Services for Online

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Support Services for Online Distance Ed
ProgramsPace University -- A.S. in
Telecommunications Degree FIPSE Learning
Anytime Anywhere Partnership (LAAP) Grantee 1999
- 2002

• Dr. Michael Mark
• Dr. David Sachs
• Ms. Pauline Waller

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Introduction
The Enhanced Student Services team was tasked
with researching, recommending and developing
effective, efficient and user-friendly student
advisement and counseling services for Pace CSIS
online students involved in the NACTEL program.
Primary focus on Student acquisition Student
retention Optimization of services
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Focus of Project

• The first phase of this project focused on two
  areas
• Research and Analysis
• Participation in Online Course
• Review of Online Learning Programs
• Student Surveys
• Tuition Assistance
• Creative Development of Revised Web Site

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Participation in Online Course

• Completed online course to analyze student
  services from a students perspective. Learned
• Active communication is probably the most
  important element to a successful online learning
  experience -- - between student and instructor
  - between students
  informally (email or chats) or
  - among students formally (group discussions)
• Technical support is needed during off hours when
  many students are completing assignments and may
  experience technical problems.

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Review of Online Learning Programs

• Reviewed over 30 online learning sites to
  understand more about existing services provided
  to online students. Learned
• At present, most online learning programs do not
  offer any specific services to their online
  students. Instead, they typically lead students
  back to general university policies.
• The easiest sites to use and understand were
  written in an informal, conversational style.
  They also included a personal element, such as
  photos, biographies and/or personal messages that
  connected students with faculty and staff.

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Student Surveys

• Snapshot Survey
• Purpose
• Results
• Students Who Did Not Return
• Students Who Dropped Classes
• Non-matriculated Students
• Math Tutoring

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Snapshot Survey

• Developed an ongoing online survey to measure
  student satisfaction and serve as a benchmark for
  improvements to Student Services. Learned
• Generally, the majority of students were
  satisfied with the program.
• There was confusion over some part of the
  application, assessment and/or registration
  process.
• Some students in the more advanced classes
  (particularly Math and Physics) expressed feeling
  isolated, and
• There was definite confusion over the payment
  process and tuition assistance.

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Students Who Did Not Return

• Surveyed students who did not return to
  understand why. Learned
• Time constraints were an issue
• Most students were unsure whether or not they
  would return at some time in the future.

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Students Who Dropped Classes

• Surveyed students who dropped out of the early
  spring semester to understand how retention might
  be improved. Learned
• The majority of respondents indicated that work
  schedules were the primary reason behind their
  decisions to drop courses.

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Nonmatriculated Students

• Interviewed 20 students who applied, were
  assessed and advised, but never registered to
  understand why they did not enroll in classes.
  Learned
• The research did not uncover any overriding issue
  as to why students did not register.
• Most reasons cited were personal or timing
  problems, completely out of Paces control.
• The majority did indicate their intention to
  register at some point in the future.

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Math Tutoring

• Developed questions as part of course-specific
  surveys to Math students to measure satisfaction
  with Smarthinking.com, an online tutoring
  service.
• Survey still in progress, results to be reviewed.

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Tuition Assistance

• Surveyed NACTEL partners to understand their
  payment and tuition assistance policies in order
  to provide better information to students.
  Learned
• Policies of NACTEL partners are very different,
  complex and applicable only to their employees or
  members.
  
• As a result, only basic contact information
  will be presented on the Web site and specific
  company information will be sent to the student
  via email.

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Creative Web Development

• The Pace/NACTEL Web site should be the best
  source of information for current and prospective
  students. Recommendations were made to redesign
  the site and develop new content to address the
  issues that surfaced.
• Developed a site plan for redesigned Web site.
• Revised or created new content for the site
• Recommended a My Homeroom page - a personalized
  area of the site to serve up each students
  personalized information.

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What Services To Outsource?

• Textbook Distribution
• Study Guide Distribution
• Course Pack Distribution
• Software Distribution
• Reference Study Materials Distribution
• Audio/Video/Electronic Distribution
• Print/Audio/Video/Electronic Duplication

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Pluses Minuses

• Time
• Space
• Support Staff
• E-Commerce Presence
• Production House
• Financial?

• Academic Control
• Operational Control
• Financial?
• Service
• Outsource Process

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Web Site Structure

• Top Level Navigation
• - Pace U, Bookstore, NACTEL, Calendar,
  Contact Us and Search
• Secondary Navigation
• - Overview provides general program
  information
• - Admissions outlines the steps to follow
  and serves up assessments
• - Registration includes current course
  descriptions
• - Go To Class gives students access to
  their current courses and serves up Student
  Services information.

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Outline - Student Services

• Go To Class
• Student Services
• Proctor Application Process
• Math Tutoring
• Prior Learning and Competency Exams
• Mentors
• Discussion Boards
• Add a Course
• Drop a Course
• Change of Address (on hold)
• Access Library
• Frequently Asked Questions

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Next Steps

• New Web site to be launched by mid-August
• Snapshot Surveys continue
• Research automated customer service software

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Questions/Comments?

• Contact Information
• Dr. David Sachs dsachs_at_pace.edu
• NACTEL Web Site at Pace http//csis.pace.edu/nact
  el