WEAVING A WEB OF ONLINE STUDENT SERVICES Diane J. Goldsmith, Ph. D. Dean of Planning Research and Assessment Connecticut Distance Learning Consortium
WWW. CTDLC. ORG An e. Learning Services Organization ü MISSION: Promote Quality Distance Learning ü 9 years old ü 50 member institutions ü 20 employees ü Ct State Agency
Online Programs ü ü ü Associate Degree Programs _5 Bachelor’s Degree Programs_5 Graduate Degree Programs 17 ü Certificate Programs 16 Enrollment Growth
CTDLC Strategies ü ü ü Collaborative Problem Solving Success Measurements Menu of Services Small, Focused Staff Flexible Resources
Core Competencies & Services ü Portal Web Site for CT ü Technical Tools & Support ü Collaborative Student Services ü Instructional Design ü LMS Hosting in a Shared Data Center – Web. CT: CE & Vista, Blackboard, Web. Mentor, Angel ü e. Learning Management – Virtual High School, AAMI, Online Student Services ü Web Application Development – Registration & e. Commerce, Systems Integration – e. Portfolio, e. Tutoring, Financial Aid
What’s Driving Online Student Services: • Millennial Students – embrace technology • Part Time Students – need the flexibility of online services • Adult Learners – have family and work obligations and want the convenience of online services
What is Driving Online Services? Students Taking at Least One Online Course - Fall 2005 Undergraduate 2, 621, 713 First Professional 39, 350 Graduate 443, 827 Other for-credit 75, 159 Total 3, 180, 050 Increase of 2. 3 million students from Fall 2004 (18. 2% Growth in one year) Allen, I. E. and Seaman, J. (2006) Making the Grade, Online Education in the United States. Published by the Sloan Consortium. Available at: http: //www. sloan-c. org/publications/survey/pdf/making_the_grade. pdf
Who is offering online courses/programs? Percentage of Online Offerings – Fall 2005 Doctoral/ M. A/ B. A/ A. A/ Special Research M. S. B. S. A. S Online 55. 7 43. 6 17. 2 31. 2 26. 0 Program Courses 24. 9 33. 9 24. 0 39. 8 22. 7 only No 19. 4 22. 5 58. 8 29. 0 51. 3 online Allen, I. E. and Seaman, J. (2006) Making the Grade, Online Education in the United States. Published by the Sloan Consortium. Available at: http: //www. sloan-c. org/publications/survey/pdf/making_the_grade. pdf
Web Of Student Services MODELS • What services do we need to provide? – WCET’s web of services • When do they need them? – Floyd & Casey Powell Model • How to provide them? Improving services for online learners, provides online services for all. Technology removes time and distance barriers for all students
Pat Shea & Burnie Blakeley, Designing Web-Based Student Services, Innovation in Student Services: Planning for models blending high touch & high tech (2002)
Floyd &Casey-Powell Model • 1 Learner Intake Phase – pre-courses – What do I need to know to become an (online) student at this institution? • 2: Learner Intervention Phase – orientation – What tools, software, policies, and procedures do I need to know to participate in (online) courses? • 3: Learner Support Phase – – What services will support my (online) learning? • 4: Learner Transition Phase – – How do I determine and meet my educational and career goals Floyd, Dl. L. & Casey-Powell, D. (2004). New roles for student support services in distance learning. New Directions for Community Colleges, 2004 (131), 5 -18)
Models of Developing Online Services ü Develop your own online services § Separate services for distance students ü Collaborate/Integrate within an institution § Online services used by all students ü Collaborate within a system of institutions § Public systems already linked ü Collaborate among multiple institutions (CTDLC, Jesuit Net, Ohio Learning Network) ü Outsource services
Models for Developing Online Services • Distribution of cost – Staffing • Who can technology replace (i. e. data entry staff)? • What staffing does technology require (help desk)? – Infrastructure - hardware – Development or purchase of software • Quality – Evaluation – what works and what doesn’t?
Best Practices for Services Online Web services are designed to interact with individuals üResponsive customer service üPersonal experience üCall to action üImmediate rewards üRelationship marketing Pat Shea & Darlene Burnett, 2006. All rights reserved.
Best Practices Administrative Core Admissions Catalog Registration Financial Aid Class Schedule Student Records
Administrative Core - Portals • Collaborative Doorways to Online Learning – Connecticut Distance Learning Consortium • Public and Private – all online courses and programs – Jesuit. NET • Distance Learning at all Jesuit colleges/universities – Ohio Learning Network • K-20 – Minnesota State Colleges and Universities • One application for any state college/university
Administrative Core -- Admissions Penn State’s World College üAdmissions Centralized Institutional Collaboration http: //admissions. psu. edu/ üPre-Admissions Counseling – specific to World Campus http: //www. worldcampus. psu. edu/Student Services_Admissions. Counseling. shtml
Administrative Core – MIT Admissions Student Can: -Apply online -Track Application & Fin. Aid -Register for an Overnight Visit Bulletins: -Admissions System Status -Links to My. MIT Tracking
Administrative Core -- Admissions
Administrative Core - Admissions
Administrative Core - Catalogs Access to Prior Year Catalogs
Administrative Core - Catalogs Easy to Search: -Course Type -Gen Ed -Writing Intensive -Course Level -Program
Administrative Core - Catalogs Link to Register Link to Course Syllabus for detailed information
Administrative Core – Enrollment Check List: -What to do - in Order -Where to go for Help
Best Practices – for On Line Students Learner Intake Readiness Activities What do I need to know to become an (online) student at this institution?
Learner Intake - Readiness • Readiness for Education at a Distance Indicator (READI) Measure 5 Major Assessment Components – Reading Comprehension – Technical Competency – Individual Attributes – Preferred Learning Styles – Typing Speed and Accuracy • Course Technologies Skills Assessment Manager
Learner Intake - Readiness • Comprehensive Free Seminars to prepare students for online learning – Ohio Learning Network free online course “E 4 ME” – Capella University free online seminars • for graduate students “Making the Graduate School Decision. ” – for undergraduate students “Returning to Learning”
Pat Shea & Burnie Blakeley, Designing Web-Based Student Services, Innovation in Student Services: Planning for models blending high touch & high tech (2002) www. wcet. info
Best Practices – for On Line Students Academic & Personal Services Orientation Advising Tutoring Disability Services Assessment/Testing
Individualized Support – Walden College ü Online Concierge Team: personalized student support from enrollment through graduation. ü Each student assigned a Concierge ü welcomes them ü guides through new student orientation and readiness activities, ü assists with technical and administrative aspects of online study ü maintains a presence on students’ personalized portal page and in their online classrooms.
Orientation: Video Based Metropolitan State University
Orientation and Support • Montgomery College Online Success Center
Advising: High Tech üPenn State e. Lion Advisor üDegree audit Provides Guidance through different scenarios: üRegistration üCourse drop/ add How does dropping course affect my financial aid? üBills/ tuition How does dropping affect my major? üGrades What happens to my üTranscripts credits/courses if I change majors?
Advising: Tech and High Touch • San Diego City College – uses a web-based meeting center – students to meet with a counselor in a realtime encrypted meeting room for education, career, and personal counseling. – Students are allowed to schedule their own one hour appointment, or workshop appointment via the appointment calendar on this website.
Advising: High Tech and High Touch • City University of New York – Synchronous chat program links students and advisors. – Electronic transcript of discussion sent to the student and stored for reference. – If “caller” is a current student the system draws name and info from SIS – If “caller” is an inquiring student a short form is completed before connection asking for name and email address.
Advising: High Tech and High Touch • Montgomery College’s Virtual Advising & Counseling Center: An Online Companion Online Modules: • Starting Success • Tricks Academics • Library Transfer • Decisions Barriers Student Lounge to Meet Other Students Ask a Counselor – Discussion Forum Ask a Counselor Privately
Advising: Valencia Community College
Advising: Collaborative/Hosted CTDLC’s e. Portfolio. org
Portfolios can be Used For: 1. Student Learning 2. Career Planning and Job Search 3. Assessment 4. Accreditation 5. Showcase 6. Academic Advising 7. Teaching 8. Promotion and Tenure 9. Institutional 10. Other
How Institutions are Using e. Portfolios ü Advising: Working with undeclared majors üAs part of a major retention effort. üUndeclared majors more likely to drop out ü Advising: Working with pre-Nursing students üNursing slots limited üEnsure students know what the program and field demands
From e. Portfolio of Undeclared Major “I'm going to major in Elementary Education. Final Answer? YES!!!” “I made it through the process! I'm happy with my choice even though I kind of knew all along this is what I wanted to be. I'm happy with my choice but I wonder what it would have been like if I hadn't switched from elem ed to undecided when I entered as a freshman. I think I'd be at the same place I am now because you really have to do all your gen ed classes first in order to start your classes necessary for your major of choice. Plus it doesn't really matter what your major is until your junior year. ”
Tutoring: Outsourced • Smarthinking – Can buy as an institution – Individuals can buy tutoring as well – Use their tutors on their platform • Ask on Line – Provides a platform for a single institution – Work with your own tutors
e. Tutoring: Collaboration e. Tutoring. org: A Collaborative, Aggregated Service: Began in 2001, Grant Funded, 7 partners Spring 2007, 31 institutions in 7 states ü Institutions join for a fee, based on usage ü Tutors provided by each institution ü Tutoring hours are combined into one schedule ü Students at each institution access all tutors on this one schedule
CTDLC COLLABORATIVE TUTORING MODEL Director CTDLC Create Platform Facilitates Technical Support Monitors Host Schedules INSTITUTIONS Trains Market Hire Coordinators Meet Regularly Set Policy Collectively Choose Subjects Supervise Tutors Pay
e. Tutoring: YOUR Consortium CTDLC Hosts Consults Trains YOUR COLLABORATION Your Policies Schedules Training INSTITUTIONS Market Coordinators Meet Regularly Set Policy Collectively Choose Subjects Supervise Tutors Hire Pay
e. Tutoring: Collaboration Online Tutoring Services Offered: üSynchronous Student-Tutor Sessions üDrop in Sessions Scheduled 7 days a week üAsynchronous Student Questions üResponse received in 24 to 48 hours üAsynchronous Online Writing Lab üResponse received in 24 to 48 hours
The Collaborative Effort Why Build Collaborations? üCost Savings üShared Resources üBuild it TOGETHER, Own it TOGETHER üFlexibility in Design üThe Strength and Size of the group makes more things possible
Why Collaborate? “e. Tutoring represents the enormous value gained from collaboration. The network of talent made available through the pooling of resources of the participating two and four-year schools is hugely superior to whatever any individual institution may possess. Moreover, the ongoing sharing of ideas and resources contributes to even greater benefits. What you have done is create a forum for the sharing of new ideas in teaching and learning and, remarkably, a platform for the realization and testing of these ideas. ” Greg Fallon, Assistant Dean for Learning Resources, Passaic County Community College
Disability Services: Training ü Web. AIM – training to ensure that your web site is accessible to all users including those with disabilities. http: //www. webaim. org/intro/
Disability Services:
Visual Disabilities http: //www. webaim. org/articles/visual/blind. php Principles for Blind Users
Assessment • Standardized Testing • Institutional created testing • Authentic Assessment – e. Portfolios • www. e. Portfolio. org (collaborative) • OSPI (open source) • Commercial (Live. Text, Task Stream) • LMS (Blackboard, Angel)
Testing A Commercial Solution: Outsource ü KRYTERION is a secure, online, digital test delivery and program management company offering a far higher level of test security than has been available until now. http: //www. kryteriononline. com/backgrounder. htm
Individualized Tech Support – Walden College ü Online Concierge Team: personalized student support from enrollment through graduation. ü Each student assigned a Concierge ü welcomes them ü guides through new student orientation and readiness activities, ü assists with technical and administrative aspects of online study ü maintains a presence on students’ personalized portal page and in their online classrooms.
Technical Support • Old Style
Communications Suite Mentoring Smart FAQ Knowledge Base Newsletters Portals
Connecting Students: Hometown Locator ü Students who wish to communicate with other students will enter their personal info and zip code and other students geographically close, who’ve also entered their info, will be identified. ü Student Government project
Personal Services Suite First Year Experience Career Services Counseling Services
Orientation: “First Semester Experience” ü Alternative to “Freshman Focus” for online transfer students. ü Develops skills in context for academic success and retention. ü Integrates skill development and diagnostic tools into academic courses. ü Provides interventions when deficiencies are identified. ü Many resources may be used for both on- and off-campus students
First Semester Experience Variables ü Time management ü Writing/Communication/Presentations ü Critical thinking ü Cultural Competency ü Group work ü Technical aspects ü Service/Applied learning ü Research
Career Services: Integrated
Career Services: Integrated
Although direct counseling for DDP students cannot be provided, including by email or telephone, assistance in finding local resources may be facilitated. Students with special referral questions or needs may consult by telephone with professional staff at Counseling Services, (509) 335 -4511, Monday - Friday, 8 A. M. 5 P. M.
Student Community Suite Student Government
Key Yellow—in place & not currently planning to improve Orange—working on improving or planning for Blue—not currently planning Pat Shea & Burnie Blakeley, Designing Web-Based Student Services, Innovation in Student Services: Planning for models blending high touch & high tech (2002)
CENTSS Center for Transforming Student Services ü Developed by the Western Cooperative for Educational Telecommunications (WCET), the Minnesota State Colleges and Universities (Mn. SCU), and Seward, Inc. ü Provides tools and training institutions need to develop and deliver high-quality student services online centss. org
Evolution of Web Services Four Distinct Generations: Organization of Information üGeneration I - Institutional View üGeneration II - Customer Group View üGeneration III - Web Portal(s)/Individual View üGeneration IV - High Touch & High Tech (inside/outside portal) Source: Creating High Touch / High Tech Online Student Services: Darlene Burnett, 2003
20 Services üAdmissions üAcademic Advising üAssessment & Testing üBookstore üCatalog üCareer Services üCommunications (institution to student) üDisability Services üFinancial Aid üLibrary Services üOrientation üPersonal Counseling üPlacement Services üRegistration üSchedule of Classes üServices for International Students üStudent Accounts üStudent Activities üTech Support üTutoring
Example Critical Component: As a student, I can make an appointment with an academic advisor üGeneration 0: Cannot find information or services on the Web üGeneration 1: Student can find office location/telephone for scheduling an appointment üGeneration 2: Student can email advisor for appointment üGeneration 3: Student can view advisor’s calendar online and select appointment üGeneration 4: Student can use his calendar as a filter against advisor’s calendar to find appointment; Can request reminder to be sent 24 hours in advance with appropriate preparation material Pat Shea & Darlene Burnett, 2006. All rights reserved.
Online Audit Tool Sample ü See handout with example of one question from each area considered ü Use as part of your individual planning
Thank you! Diane J. Goldsmith dgoldsmith@ctdlc. org 860. 832. 3893
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