Back
to Top of PageSupport Services for Distance Education Students
Sharon Stoerger
MLS, MBA
sstoer@yahoo.com
Articles,
Papers & Publications ~~ Examples of Online Student
Support Initiatives
Professional Associations & Organizations ~~ Student
Support Projects ~~ Bibliography
Anytime, Anyplace Services for
the 21st Century Student
http://www.electroniccampus.org/policylab/Reports/Student%20services%20Final%205.31.02%20USE.pdf
The Distance Learning Policy Laboratory Student Services Subcommittee produced
this report that was published in June 2002. This group works to "reduce
or eliminate existing or potential policy barriers to distance learning activities
in three broad areas: access, quality, and cost. Some of the topics addressed
in this publication include meeting student needs, and the delivery of high-quality,
just-in-time services for distance learners.
Best Educational E-Practices (BEEP):
Student Support Services
http://www.spjc.edu/eagle/BEEP/BEEP2.htm
BEEP is a publication produced by Project Eagle at St. Petersburg Junior
College. This particular issue offers links to institutions that provide a wide
variety of online student support services. The list is divided into different
categories, and they range from institutions that provide comprehensive online
directories and handbooks of services to self-assessment tools to online orientations
to students to other types of services.
Beyond Face-to-Face: One Institution's
Journey to Develop Online Student Services and Ways to Get Started
http://www.studentaffairs.com/ejournal/Spring_2001/services.html
Susan Smith, Online Services Developer at Weber State University (WSU), addresses
the question, "Should we bother providing services to students at a distance?"
Smith discusses the survey WSU used to assess the needs of remote students as
well as the services that are provided to them. Lessons learned from this endeavors
are also presented.
A copy of the Weber State University's
Online Survey of Student Services mentioned in this article can be found at
http://wsuonline.weber.edu/presentations/NASPA2001/onlinesurveyresults.htm.
Converting Student Support Services
to Online Delivery
http://www.irrodl.org/content/v1.2/regents.html
Regents College, an accredited, private distance education institution now known
as Excelsior College, converted from a paper-based education system to one that
operated online. In that process, the institution also wanted to provide students
with the resources needed to succeed in the program. D. Brigham, from Regents
College, discusses issues surrounding the development and implementation of
6 online student support services and the impact of those services on students,
faculty and staff in this January 2001 issue of the International Review
of Research in Open and Distance Learning.
The Excelsior College home page can be found at http://www.excelsior.edu/.
Diagnosing Student Support Needs
for Distance Learning
http://www.indstate.edu/oirt/inair/news/2001%20INAIR%20Presentations/CharleyHarrington_diagnose_student_disted.pdf
Charles Harrington, Deb Laster and Carol Ann Stennet from the University of
Southern Indiana in collaboration with Ros Carnwell from the University of Wolverhampton
(UK) continue the research done by Moreland and Carnwell (2000) that explained
the Learning Support Needs Questionnaire (LSNQ). This article presents the results
of the first application of LSNQ to two groups of nursing and allied health
students, on set on-campus, the other off-campus.
Distance Learning and Student
Affairs: Task Force Report
http://eastweb.east.asu.edu/garyk/Report.htm
This report of the NASPA Distance Learning Task Force was submitted to the Board
of Directors at the NASPA National Conference in Indianapolis in March 2000.
Those selected to participate on the task force began their work in September
1998 and were charged with discussing ways to actually plan and implement student
affairs resources in a distance learning environment.
Distance Learning Framework Plan:
University of Arkansas System
http://www.uasys.edu/distlearn/framework.PDF
The purpose of this plan is to provide a "foundation for planning, developing
and implementing distance learning programs throughout the University of Arkansas
System." Input from the System's Distance Learning Workgroup, which has
representatives from all campuses and affiliates, was used to develop this plan.
The goal of the group was to plan for future distance learning programs and
address distance learning issues on an on-going basis.
The Drive for Virtual Learning
Environments in Higher Education: University Initiatives and the Need for Student
Support Infrastructures
http://www.business.ltsn.ac.uk/events/BEST%202002/Papers/Biggam.pdf
John Biggam, Division of Business Information Management in the School of Business
at Glasgow Caledonian University (Scotland) presents a "global perspective"
on the growing trend of online programs, or virtual education initiative, in
higher education. Biggam also addresses the system that needs to be in place
in order to support the increasing number of remote students enrolled in these
alternative courses and programs.
Evolving Support for Online Learning:
An Action Research Model
http://www.scu.edu.au/schools/sawd/moconf/papers2001/newton_ledgerwood.pdf
Many institutions trying to meet the needs of their distance learning students
have selected to implement online support and online learning development projects
and centers. Diane Newton, a research associate in the School of Social &
Workplace Development, and Toni Ledgerwood, project leader for the SaWD Online
project, both at Southern Cross University, discuss investigations of student
perceptions on these support services and address elements of effective online
learning environments.
FIPSE Distance Education Survey
http://www.dbcc.edu/lnet/desurvey.pdf
Daytona Beach Community College students, enrolled in 3 different types of distance
education courses in the Fall of 1999, were surveyed to get their thoughts about
several different distance education issues. The majority of students were taking
telecourses, but others were enrolled in interactive TV courses or ones via
the Web. Even though this survey discusses a wide variety of aspects pertaining
to distance education, one section does deal specifically with interest in online
student support services. The ability to pull up grades, look up classes and
find library resources ranked in the top three.
Group Plans New Services for Distance
Education
http://chronicle.com/free/2003/04/2003041801t.htm
Many individual institutions office online support services to assist distance
education students. Now, the Southern Regional Education Board (SREB), an organization
that comprises 16 states, is implementing a program called Ways In Mentor that
will focus on adult learners. Organizers hope that it will be a "one-stop
shop" for students. Details about the Ways In Mentor program can be found
in this article from the April 18, 2003 issue of The Chronicle of Higher
Education.
Guide to Developing Online Student
Services
http://www.naspa.org/netresults/PrinterFriendly.cfm?ID=586
B. Krauth and J. Carbajal from the Western Cooperative for Educational Telecommunications
(WCET) discuss the guidelines established by WCET for the development of online
student services. This article appeared in the February 6, 2002 issue of NetResults,
an e-publication produced by the National Association of Student Personnel Administrators
(NASPA), and it also includes a link to the WCET guidelines document.
Guide to Developing Online Student
Services
http://www.wiche.edu/Telecom/resources/publications/guide/guide.htm
This document is the final product of a 3-year project of the Western Cooperative
of Educational Telecommunications. It is designed to guide institutions as they
plan and develop online student support services. Information provided in this
guide includes:
Implementing a Support Strategy
for Web-based Training
http://www.learningcircuits.com/jul2000/jul2000_ttools.html
Sean McCormick, the chief technology officer of Internet University, a synchronous
WBT consultancy based in Queensbury, NY, offers some strategies based on his
experiences on the front lines as a support technician. McCormick addresses
issues such as investing in Web-based support, conducting pre-class orientation
sessions and developing & publishing clear support policies.
Indicators of Support in Online
Interaction
http://www.irrodl.org/content/v4.1/fahy.html
One component of distance education that often determines the success or failure
of the program for the learner is student support. This paper by Patrick J.
Fahy, Athabasca University, and published in the April 2003 issue of the International
Review of Research in Open and Distance Learning (IRRODL), explores the
concept of computer-mediated communication (CMC) as a method for delivering
peer-to-peer student support. The findings of a study of the "occurrence
of 13 online strategies defined as 'supportive'" are included in the discussion.
Innovation Express May 2001:
SOL Direct Academic Support for Distance Students
http://www.league.org/leaguetlc/express/inn0105.htm
Recent studies have predicted new trends in support services for distance learning
students. Michele Payne, Director of Learning Initiatives and SOL (Support-on-Line)
Project Director, discusses the SOL project at Kirkwood Community College that
was designed to provide placement assistance, academic support and a sense of
community for those taking distance education courses.
IT Strategic Plan Student Services Working Document
http://spot.colorado.edu/~foxb/ITSPSSWRK.html
Should the creation of a unified based student services be a priority? That
was the question the Online Student Services Committee at the University of
Colorado at Boulder was organized to answer and respond accordingly.
Learner Support Issues
http://teleeducation.nb.ca/content/slideshows/archived/online
Learner Support Issues is a slide show presented by Marilyn Holland, coordinator
of Learner Support Services for TeleEducation NB. After attending a number of
distance learning conferences, Holland noticed that programs on learner support
issues were never offered. She used the opportunity to present at Learntec as
a way to address these issues.
Looking Beyond the Horizon: Trends Shaping Student Affairs Technology
http://www.acpa.nche.edu/srsch/Upcraft_Terenzini.htm
M. Lee Upcraft and Patrick T. Terenzini discuss technology trends affecting
higher education in this ACPA Senior Scholars Conference Presentation. The authors
also address the implications the new technologies may have for student affairs
policy and practice.
Michigan Community College Virtual Learning Collaborative Web Site Guidelines
for Student Services
http://www.mccvlc.org/staff/web-guide-ss-rec.html
The guidelines presented at this site have been adapted from those outlined
by the Western Cooperative for Education Telecommunications.
Online Learning and Student Services
http://www.excelsior.edu/pdf/learning.pdf
The Office of Learning Services at Regents College, now Excelsior College (http://www.excelsior.edu/)
produced this brochure outlining the types of services available to students
enrolled in Excelsior online programs.
Online Support Systems to Facilitate
Learners and Teachers/Trainers in an Online Environment
http://www.nw99.net.au/papers/stubbs.html
Support services may the key ingredient in differentiating one online course
or program from the next in the ever competitive market of Internet-based distance
learning. Noel Stubbs, Managing Director of CBTS (Australia) Pty Limited explores
several different types of online support services including transaction security,
libraries, portals, computer mediated communication, and staff development tools
& systems.
PBS Develops Institution-neutral Online Services for Non-traditional Adult
Learners
http://www.educause.edu/ir/library/html/edu9924/edu9924.html
Christopher Reese, from PBS Adult Learning Services, presented this paper at
EDUCAUSE '99, and discusses a new project undertaken by PBS and the U. S. Department
of Labor. These two groups have joined forces to develop a Web-based student
service support site for nontraditional, distance education students. Reese
outlines background information about distance learning, especially initiatives
undertaken by PBS, and explains why PBS is taking on this project.
Providing Effective Online Support Services for Distant Learners: Developing
Ongoing Evaluation of Student Needs and Satisfaction
http://www.tltgroup.org/programs/FL_SupportServ/WAVE1.html
Robin Etter Zuniga, Associate Director for the Flashlight Program, discusses
an evaluation tool developed by Flashlight for gathering data on the need for
student services and student satisfaction with existing online student services.
Zuniga discusses 3 sample groups studied in the Washington State Community College
System as well as what this study uncovered.
The Provision of Learner Support Services Online
http://www.col.org/virtualed/virtual2pdfs/V2_chapter5.pdf
Dr. Yoni Ryan, Senior Policy Advisor for Teaching and Learning Support Services
at Queensland University of Technology (Australia), provides a brief history
of learner support, the need for services for off-campus students enrolled in
distance education courses and programs and issues that policy makers &
managers should consider when developing & implementing online support services.
This document is Chapter 5 of The Changing Faces of Virtual Education, which
is a study of the latest "macro developments" in virtual education.
It was released in July 2001 by The Commonwealth of Learning, and it is a follow-up
on The Development of Virtual Education: A Global Perspective released
in 1999. A copy of The Changing Faces of Virtual Education can be found
in its entirety at http://www.col.org/virtualed/index2.htm.
Provision of Online Student Services
http://www.avetra.org.au/2001%20conference%20pages/PAPERS%202001/McNickle%20Daniell.pdf
Cathy McNickle (author) and Rhonda Daniell (presenter), CURVE, Canberra Institute
of Technology, Australian Capital Territory, provide an overview of the online
services used by 19 Vocational Education and Training (VET) and higher education
institutions.
Putting Principles into Practice: Promoting Effective Support Services for
Students in Distance Learning Programs
http://www.wiche.edu/telecom/projects/studentservices/survey%20report.pdf
Peter J. Dirr, President for the Public Service Telecommunications Corporation,
presents the findings of a survey that was part of the Putting Principles in
to Practice project conducted by the Western Cooperative for Educational Telecommunications
(WCET). Over 1000 surveys were sent to higher education institutions within
the Western Interstate Commission for Higher Education (WICHE) region, with
417 responses returned. The purpose of this study was to document services currently
offered by higher education institutions to their students, how the services
are provided and how these institutions value these services.
Rethinking Learner Support: The Challenge of Collaborative Online Learning
http://www.scrolla.ac.uk/papers/s1/thorpe_paper.pdf
Ericka McAlter presented this overview of Mary Thorpe's paper at the SCROLLA
Networked Learning Symposium at the University of Glasgow. Thorpe is the Director
of the Institute for Educational Technology at the Open University (UK), and
was ill on the day of the presentation. The research presented in this overview
focuses on learner support for distance delivery with an emphasis on human support
of the learning and learning group. A copy of the full paper appeared in the
June 2002 issue of Open Learning.
The Role of Student Affairs in Distance Education Cyber-Services or Virtual
Communities
http://www.westga.edu/~distance/ojdla/fall63/kretovics63.html
Higher education institutions are offering more and more distance learning options
to their students, and many are finding that student support services are key
ingredients to creating a successful education experience for these remote students.
This October 17, 2003 article by Mark Kretovics, an assistant professor in education
at Kent State University examines four areas designed to assist professionals
involved in student affairs issues to develop a framework that will allow them
to present the formation of cyber-services and virtual communities to their
administrators. These include: (a) the provision of services, (b) the creation
of community, (c) the oversight of campus-wide distance education, and (d) graduate
preparation program involvement. This article can be found in the Online
Journal of Distance Learning Administration.
Scaffolding: A Model for Learner
Support in an Online Teaching Environment
http://cea.curtin.edu.au/tlf/tlf2000/mcloughlin2.html
Catherine McLoughlin, Teaching and Learning Centre at the University of New
England, and Linda Marshall, Kurongkurl Katitjin School of Indigenous Australian
Studies at Edith Cowan University, contributed this paper as one of the proceedings
from the Teaching and Learning Forum 2000. This publication examines the nature
of learner support systems and the rationale for the development of these systems
for online learners.
Other articles and presentations for the Teaching and Learning Forum 2000 "Flexible
Futures in Tertiary Teaching" can be found at http://cea.curtin.edu.au/tlf/tlf2000/contents.html.
Student Affairs On-Line
http://studentaffairs.com/ejournal/Fall_2002/
Student Affairs On-line is an e-publication that focuses on issues dealing
with technology and student affairs, and it is sponsored by StudentAffairs.com.
Gary D. Malaney, Director of Student Assessment in the Research & Evaluation
Office (SAREO) at the University of Massachusetts, Amherst is the current editor
of this publication.
Student Learning Support in an Online Learning Environment
http://www.ascilite.org.au/conferences/coffs00/papers/teresa_defazio.pdf
Teresa De Fazio, Anthony Gilding and Guido Zorzenon work at the Centre for Educational
Development and Support at Victoria University (Australia), which is responsible
for the "study-skill" needs of students enrolled at Victoria University.
They address the move to online education and models that have been or will
be established to develop services to support these distance education students.
Student Services: The Key to Distance Education Programs
http://www.naspa.org/netresults/PrinterFriendly.cfm?ID=249
Susan Smith, Student Services Coordinator at the University of Texas TeleCampus,
discusses characteristics of distance education students and examines some of
the elements needed to establish quality programs for these students. Challenges
that arise when attempting to implement online services that are offered to
on-campus students are also addressed in this April 16, 2001 article from the
NASPA e-publication NetResults.
Student Services: Quality Enhancing Practices in Distance Education
http://www.itcnetwork.org/ITCmembersOnly/StudentServices.pdf
Christine Dalziel, executive director at the Instructional Telecommunications
Council (Washington, D. C.) and Michele Payne, director of learning initiatives
at Kirkwood Community College (Cedar Rapids, Iowa), were the editors of this
publication that was funded in part by the W. K. Kellogg Foundation. Insights
into the delivery of online student services plus the challenges that face student
services practitioners are addressed in this document. Examples of best practices
are also provided.
Support Services for Distance Education
http://www.eduport.com/community/kiosk/19991/serve.htm
Distance education initiatives have been evolving so rapidly that it has been
difficult for institutions to alter their on-campus services to meet the needs
of remote students. Anne K. Abate, an assistant professor in the Department
of Accounting and Information Systems at Xavier University (Ohio) provides a
brief introduction to online student support services and addresses some of
the items missing in the support of online programs in higher education.
Student Services for Distance Learners
http://www.naspa.org/netresults/article.cfm?ID=208&category=Feature
George P. Connick, President Emeritus at the Educational Network of Maine, discusses
the effects documents like the Statement of the Regional Accrediting Commissions
on the Evaluation of Electronically Offered Degree and Certificate Programs
and Best Practices for Electronically Offered Degree and Certificate Programs
(March 2001) will have on accreditors and the U. S. Department of Education
in assessing the ability of institutions to deliver online courses to off-campus
students. Connick also describes the "exercise" referred to as "Educating
Amy" that was used to evaluate and analyze services available to distance
education students in the state of Maine.
A copy of the Statement mentioned in this article can be found at http://www.wiche.edu/telecom/Guidelines.htm.
Student Services for Distance Learners: A Critical Component
http://www.naspa.org/netresults/article.cfm?ID=229&category=Feature
Often when higher education institutions implement distance learning programs,
the focus is on the development of courses and programs. Support services do
not rank as high on the priority list and support often becomes the responsibility
of existing services provided to traditional students. Janet Ross Kendall, Cliff
Moore, Renee Smith and Muriel Oaks from the Distance Degree Programs at Washington
State University (WSU) discuss their experiences with online education at WSU
and the importance in establishing quality support services for their distance
education students in this April 9, 2001 feature article that appeared in NASPA's
NetResults.
Student Services for Distance Learners: While Some Things Change, Some Things
Stay the Same
http://www.naspa.org/netresults/article.cfm?ID=261&category=Feature
The University of Maryland University College (UMUC) has a long history of providing
support services to their distance education students. Mary Ellen Hruthka, Dean
of Undergraduate Programs at UMUC discusses the services that are in place at
her institution and why they are such an important component in the delivery
of quality online programs. This feature article was published in the online
publication NetResults on April 22, 2001.
Student Support Online Through Thoughtful Course Design
http://as1.ipfw.edu/2000tohe/papers/white
Cheryl White, research coordinator in the Health and Community Studies Division
at Grant MacEwan College (Edmonton, Canada) discusses the importance of online
student support services in relation to retention rates in these programs. White
also makes the argument that student support services & resources be integrated
into online courses in order to minimize the difficulty and frustration in completing
it.
Student Support Services In Distance Learning System: A Case Of DDE, Maharshi
Dayanand University
http://tojde.anadolu.edu.tr/tojde8/articles/mdu.htm
As more and more students enroll in distance learning programs, a greater emphasis
is being placed on quality student support services. Hemant Lata Sharma, Directorate
of Distance Education at Maharshi Dayanand University (India), discusses the
student support system operative in the Directorate of Distance Education (DDE)
of Maharshi Dayanand University for distance learning students in undergraduate
and graduate programs. This article appeared in the Turkish Online Journal
of Distance Education (TOJDE), October 2002.
Support Services for Distance Education
http://ifets.ieee.org/periodical/vol_3_99/frieden.pdf
Sandra Frieden, Director of Distance Education for CampusNet at the University
of Houston System, discusses the need for collaboration among administrative
departments involved in distance education in providing support services for
remote students. Frieden also describes distance learning at the University
of Houston system and outlines the checklist they used in developing their online
support services.
Support Services that Matter: An Exploration of the Experiences and Needs
of Graduate Students in a Distance Learning Environment
http://cade.athabascau.ca/vol18.1/cain.pdf
Three important findings were revealed as a result of this study that examined
support services for remote learners. Darrell L. Cain, Chip Marrara, Paul E.
Pitre, and Sabrina Armour investigate the support needs, experiences, and expectations
of a group of graduate students enrolled in distance learning programs. The
authors set out to answer three questions: (1) What did these graduate distance
learners think about student support services being offered at their institution?
(2) What were the experiences of those graduate distance learners using support
services? (3) What support services were needed to meet the expectation of these
graduate distance learners? Details about the study and the findings are presented
in this article from the Spring 2003 (vol. 18, no. 1, 42-56) issue of the Journal
of Distance Education.
Supporting Open & Distance
Learners Through the World Wide Web (WWW)
http://www.harmani.com/ceo/002.pdf
Advances in distance learning are making education more accessible to those
who could not fit traditional academic programs into their schedules. Since
many students in these new alternative programs do not come to campus, adjustments
need to be made to support services in order to meet their needs. Horace C.
White discusses the benefits of creating online student services to support
open and distance learning program and focuses on three different areas: tutorial
support; library services; and learner-learner interaction.
A Systematic Approach to Learner Support
http://users.otenet.gr/~kar1125/doit/lsup.htm
Yannis Karaliotas, an educator who is involved with open accessibility issues
on the Web and in education, outlines the characteristics using a system analysis
and system thinking approach of an online learner support system. This paper
concentrates particularly on those participants in the Technology Enabled Learning
(TEL) programme.
Texas Higher Education Distance Learning Master Plan: Support Services
http://www.thecb.state.tx.us/reports/html/0198/198suppsrv.htm
Institutions providing distance learning have an "obligation" to provide
students with services to support their educational endeavors. This Master Plan
outlines the needs of remote students, the current status of services being
provided and recommendations for the future.
Theory and Practice of Online Learning
http://cde.athabascau.ca/online_book/
Terry Anderson and Fathi Elloumi, both on the faculty at Athabasca University,
have edited this new (February 2004) book that is divided into four different
parts. They include: (1) role and function of theory in online education development
and delivery; (2) infrastructure and support for content development; (3) design
and development of online courses; and (4) delivery, quality control, and student
support of online courses. A PDF version of the entire book can be downloaded
for free, or a copy can be purchased for $50.
Transforming Student Services
http://www.educause.edu/ir/library/pdf/eq/a002/eqm0022.pdf
Robert B. Kvavik, a professor of political science and associate vice president
& executive officer at the University of Minnesota, and Michael N. Handberg,
principal consultant with PricewaterhouseCoopers and specializes in e-business
and e-student services, point out two transformations in student support services
that are taking place in higher education. The authors also discuss services
at the University of Minnesota and present ways these transformations can make
these student services more client focused.
University of Wisconsin System: Standards for Academic and Student Support
Services in Distance Education Credit Courses, Degree and Certificate Programs
http://www.uwsa.edu/acadaff/planning/destandfullboard.htm#destandards
The Standards for Academic and Student Support Services in Distance Education
Credit Courses, Degree and Certificate Programs is a document that states that
"academic and student support services for distance education courses should
adhere to system-wide standards to assure high quality distance education programming."
They were developed in response to the Principles for Pricing Distance Education
Credit Courses, Degree and Certificate Programs that were approved by the Board
of Regents in June 1999.
Virtual Advising Delivering Student Services
http://www.westga.edu/~distance/ojdla/fall43/wagner43.html
Linda Wagner, Assistant Director of Retention Programs at the State University
of West Georgia discusses the traditional purpose & current objectives of
academic advising and outlines ways to bring support services online that meet
those objectives. This paper was 1 of 3 selected as a "Best Paper"
at DLA (Distance Learning Administration) 2001.
Weaving Silos Change, The Web and Student Affairs
http://eastweb.east.asu.edu/garyk/NASPA%20Maui/Maui%20Presentation_files/frame.htm
Gary L. Kleemann, Director of e-learning at Arizona State University East gave
this PowerPoint presentation at the NASPA/Sodexho Management Institute on October
31, 2001. He discusses issue of change particularly in relation to student services
in a technology environment.
Web-based Services
http://www.colorado.edu/ITplan/Final%20Chapter%202.pdf
Web-based Services is Chapter 2 of the IT Plan for the University of Colorado
at Boulder. That institution collected data that indicated that they should
move toward a "portal strategy" as a way to provide support services
to University of Colorado students. This document describes the recommendations,
the rationale, steps for implementation, required involvement as well as expected
costs.
A copy of the IT Plan in its entirety can be found at http://www.colorado.edu/ITplan/.
Web-Enabled Student Services: Passing Fad or Wave of the Future?
http://eastweb.east.asu.edu/garyk/NASPA%20Boston/NASPA%20Boston%20Panel_files/frame.htm
Are student support services provided via the Web effective? Gary Kleemann (moderator),
Arizona State University East, Cary Anderson, Canisius College, Andrew Sonnenschein,
Tufts University, Kevin Jackson, Texas A & M University and Kyle Johnson,
Duke University address this question and discuss the impact the Web is having
on those involved in student affairs issues. This PowerPoint presentation was
given at NASPA Boston in March 2002.
What are the Appropriate Models for Development and Redevelopment of Student
Support Services
http://www.spjc.edu/eagle/PEEQ1.htm
St. Petersburg Junior College was attempting to develop an evaluation process
to analyze e-learning practices at this institution for Project Eagle. Those
involved in this process came up with 6 questions that were then worked into
an evaluation plan. The first question was on the topic of student support,
and the analysis of this issue is presented in this report submitted by Joyce
Burkhart, Coordinator, Research, Evaluation and Dissemination for Project Eagle
on February 28, 2001.
When Online Services Reflect Bad Policies
http://www.syllabus.com/article.asp?id=6591
Traditional on-campus student services have not always been user-friendly. Students
often find themselves going from one office to the next in attempt to get their
questions answered. Sally M. Johnstone discusses how Kapi'olani Community College
(Hawaii) is trying to prevent some of that confusion and frustration for their
online students by making all their student support services available through
one Web portal. This article appeared in the August 1, 2002 issue of Syllabus
Magazine.
Bellevue Community College Online
Services for Students
https://wts.bcc.ctc.edu/
Brevard Community College: Virtual College
http://www.brevard.cc.fl.us/distlrn/
California Virtual Campus (CVC): Student Info
http://www.cvc.edu/student/CounselingCenter.asp
Central Texas College (CTC) Distance
Learning Services and Support
http://disted.ctcd.cc.tx.us/support.cfm
Cleveland State University (CSU): Off-Campus Student Support at CSU
http://www.csuohio.edu/offcampus/support.html
College of DuPage Center for Independent Learning: Student Support Services
for Distance Learning Students
http://www.cod.edu/dept/CIL/distance/index.htm
Colorado Community Colleges Online: Student Information
http://ccconline.org/studentinfo/index.cfm
Colorado Mountain College: Distance Learning Resources for Students
http://www.coloradomtn.edu/distlearn/resources/
Colorado State University Division
of Educational Outreach: Student Services
http://www.learn.colostate.edu/studentservices/
Columbus State Community College
Global Campus: Learner Services
http://global.cscc.edu/global2000/learner_services/learner_services.html
Community College of Baltimore County, MD
http://www.ccbc.cc.md.us/services/home.html
Community College of Philadelphia: Distance Education Students
http://faculty.ccp.cc.pa.us/faculty/msaks/ccpde/student.html
Connecticut Distance Learning Consortium: Student Services
http://www.ctdlc.org/Student/index.html
Curtin University of Technology (Australia)
Deakin University
Florida State University: Online
Learning @ FSU Student Resources
http://online.fsu.edu/learningresources/index2.html
Florida Virtual Campus (FVC):
Student Resources
http://www.floridavirtualcampus.org/students_res.htm
Georgia State University: Student
Support Services
http://www.gsu.edu/~wwwdls/student_services/webct.html
Grand Rapids Community College Distance & Learning Technologies: Student
Resources
http://web.grcc.edu/distance/student_support/student_resources.htm
Hagerstown Community College: Student Support
http://www.hagerstowncc.edu/academics/distance/studentsupport.php
Illinois State University: Support for Distance Education
http://www.exu.ilstu.edu/distancelearning/support.phtml
Illinois Virtual Campus
Indiana College Network (ICN):
Student Services
http://www.icn.org/studentservices/index.html
Indiana University: INSITE
http://insite.indiana.edu/
Indiana University, Purdue University,
Indianapolis (IUPUI): Office for Professional Development
http://www.center.iupui.edu/
Indiana University School of Education Distance Education Program
http://education.indiana.edu/~disted/support.html
Iowa Community Colleges Online Consortium: Student Services Center
http://www.iowacconline.org/ss/index.htm
Ivy Tech: Online Student Services
http://ivytech7.cc.in.us/studserv/online.html
Jackson Community College: Complete Online Support Services
http://www.jccmi.edu/DistanceLearning/services.html
James Cook University: Study Skills Online
http://www.jcu.edu.au/studying/services/studyskills/online.html
Kansas State University: Department of Continuing Education Student Handbook
http://www.dce.ksu.edu/dce/division/studenthandbook/
Kapi'olani Community College: Student Support Services
http://www.kcc.hawaii.edu/support/index.htm
Kentucky Virtual University (KYVU): Services
http://www.kyvu.org/services/index.asp
Kirtland Community College: Distance
Education Services
http://kosmo.kirtland.cc.mi.us/distancelearning/online_student_services.htm
Lake Land College Online: Student Support
http://www.lakeland.cc.il.us/ctpd/student_home.htm
Las Positas College (CA): E-Handbook
for Web-Based Students
http://www.clpccd.cc.ca.us/lpc/disted/webhand.htm
Lincoln Land Community College
Maryland Online: Student Toolbox
http://www.marylandonline.org/student_toolbox
Metropolitan State University
http://www.metrostate.edu/onlinelearning/studentresources.html
Michigan Community College Virtual
Learning Collaborative
http://vcampus.mccvlc.org/index.asp?dir='services'
Michigan Virtual University (MVU): Student Resources
http://www.mivu.org/teaching/studentresources/
Minnesota Virtual University (mnVU):
Learner Center
http://www.mnvu.org/mnvu/3000.jsp
Missouri Learners' Network: Learner Services
http://www.mlnetwork.org/mln_learnerservices.aspx
Montana State University Online: Student Support Services
http://www.msubillings.edu/support101/eCollege/studentservices.htm
Montgomery College (MD): Student Services
http://www.montgomerycollege.edu/leveltwo/studentsvc.htm
Morehead State University Distance Learning: Student Support
http://www.morehead-st.edu/units/distance/student.html
Mount Royal College: Virtual Centre
for Online Learning and Teaching
http://www.mtroyal.ab.ca/programs/academserv/ADC/teachingonline/student_index.htm
Mt. San Antonio Virtual Classroom:
Online Learning Support Center
http://elearn.mtsac.edu/olsc/
New Mexico State University: Distance Education Student Support
http://distance.nmsu.edu/distance/students/stusup.html
North Carolina State University
Northern Idaho College: Distance
Education Support Services
http://www.nic.edu/dess
Online College of Oklahoma: Student Services
http://www.okcollegeonline.org/services.html
The Open University: Student Home
https://msds.open.ac.uk/your-record/p14.dll?STUDENTHOME
Oregon Community Colleges Distance Learning: Student Resources
http://occdl.chemeketa.edu/web.cfm?ID=4
Oregon Network for Education: Student Services
http://oregonone.org/services.html
Oregon State University Extended Campus: Student Services
http://ecampus.oregonstate.edu/studentservices/default.eml
Oregon University System: Student Services
http://www.ous.edu/dist-learn/studentservices.htm
Pace University: Distance Education & Online Learning @ Pace
http://www.pace.edu/cit/paceonline/PACE_support_home.htm
Parkland College Student Support Services for Online Students
http://online.parkland.edu/ilearning/techsupport.htm
Pellissippi State Technical Community College: Educational Technology Services
http://www.pstcc.edu/ets/dist_learn/student_services_webct.html
Penn State World Campus Community
http://www.worldcampus.psu.edu/pub/home/studserv/index.shtml
Pennsylvania Virtual Community College: Student Services
http://www.pavcc.org/studentservices.shtml
Portland Community College Distance Education: Online Orientation
http://www.distance.pcc.edu/orientation/intro/intro.cfm
Regis University: SPS Student Services
http://www.regis.edu/regis.asp?sctn=sr&p1=sps
Rio Salado College: Online Student Support
http://www.rio.maricopa.edu/distance_learning/tutorials/online_student_supp.shtml
Sam Houston State University:
Distance Learning Student Support
http://www.shsu.edu/~dl_www/
San Diego State University: Distributed Learning
http://www-rohan.sdsu.edu/~dl/stu_home.html
Seattle Community Colleges: Online Resources for Distance Learning Students
http://www.sccd.ctc.edu/distance/default.asp?page=onlineresources
Seminole Community College Distance Learning: Student Support
http://www.scc-fl.edu/dl/students/
Southwest Missouri State University Distance Learning & Instructional
Technology Center
http://ce.smsu.edu/dlit/student.htm
Southwest Texas State University: Extended and Distance Learning Support
Services
http://www.swt.edu/distanceed/support.html
Spartanburg Technical College Distance Learning: Student Support
http://dl.stcsc.edu/studhelp.htm
State University of West Georgia: Distance Student Guide
http://www.westga.edu/~distance/handbook.html
Stephen Austin State University: Office of Instructional Technology
http://www.oit.sfasu.edu/disted/studsup/index.html
Student Resource Center at WebCT.com
http://www.webct.com/students
TAFE Student Portal
http://www.tafestudents.com/
TeleEducation NB: Learner Resources
http://teleeducation.nb.ca/english/resources.cfm?category_id=3
Tennessee Board of Regents Online
Degree Programs (RODP): Student Services
http://www.tn.regentsdegrees.org/student_services.htm
Texas A & M University: College
of Education Distant Student Services
http://www.coe.tamu.edu/%7Edistance/studserv.html
UMass Dartmouth: Student's Homepage
http://www.umassd.edu/students.html
University of Alaska Fairbanks: Online Student Services
http://www.uaf.edu/UAF/services/students.html
University of Birmingham: Student Resources Distance Education Student Handbook
http://www.education.bham.ac.uk/student/handbook.htm
University of Bradford: Distance Learning Student Support (UK)
http://www.bradford.ac.uk/admin/conted/cfa/dlss/
University of Dundee Distance Learning Prospectus: Student Support (UK)
http://www.dundee.ac.uk/prospectus/distlearning2001/general/support.htm
University of Hawai'i Community Colleges Distance Delivered Courses: Student
Info
http://www.hawaii.edu/uhcc.e-learn/student.htm
University of Hawaii-Maui Community College: Support Services
http://mauicc.hawaii.edu/unit/academic-support/index.htm
University of Hawaii Online: Student Services
http://www.aln.hawaii.edu/student/
University of Illinois at Springfield (UIS) Online: Support
http://online.uis.edu/support.cfm
University of Illinois Online:
Student Resources
http://www.online.uillinois.edu/students/index.asp
University of Indianapolis: Online
Support Services
http://sal.uindy.edu/services.html
University of Manitoba Distance Education Support Services
http://www.umanitoba.ca/distance/guide/support.shtml
University of Maryland at University College (scroll
down the page to the section "Library Services in Distance Education")
http://www.umuc.edu/grad/certificates/dist_ed.html
University of Minnesota
University of Missouri Continuing
and Distance Education: Student Services
http://mudirect.missouri.edu/tools/services.htm
University of North Alabama Distance Learning Program: Student Support Services
Policies
http://distance.una.edu/policies/section5.htm
University of South Africa (UNISA): Students Online
https://sol.unisa.ac.za/
University of South Australia:
Learning Connection
http://www.unisanet.unisa.edu.au/learningconnection/students.htm
University of South Florida Educational
Outreach: Student Support
http://www.outreach.usf.edu/dlstudents/default.asp
University of Tennessee: Learner Services for Distance Education
http://www.outreach.utk.edu/deis/services/learner.htm
University of Texas System Online: Student Services
http://www.telecampus.utsystem.edu/studentservices/student_services.html
University of Texas TeleCampus: Student Services
http://www.telecampus.utsystem.edu/studentservices/student_services.html
University of Ulster Campus One:
Student Support
http://campusone.ulst.ac.uk/students.shtml
University of Vermont: Learn Online
@ University of Vermont Student Resources
http://learn.uvm.edu/online/?page=resources
University of Washington Distance
Learning: Student Information and Services
http://www.outreach.washington.edu/dl/
University of Waterloo: Student Support, Distance Education
http://dce.uwaterloo.ca/de/student_support_mainbody.html
University of Wisconsin--Eau Claire Distance Education: Student Support
http://www.uwec.edu/de/student/student.html
University of the West Indies Distance Education Centre: Student Support
Services Website
http://www.uwichill.edu.bb/dec
Virginia Tech Online (VTOnline): Student Resources, Tools and Support
http://www.vto.vt.edu/resources.php
Virtual University: Student Handbook
http://vu.org/handbook.html
Walden University: Student Services
http://www.waldenu.edu/studentservices.html
WashingtonOnline: Student Services
http://www.waol.org/studentservices/default.asp
Weber State University Online: Student Services
http://wsuonline.weber.edu/studentframe.htm
Western Cooperative for Educational Telecommunications: Student Services
Examples
http://www.wiche.edu/Telecom/resources/publications/guide/guide.htm
Western Governors University Union
http://www.wgu.edu/wgu/union/index.html
Westmoreland County Community College Online Courses Library and Student
Support Resources
http://www.westmoreland.cc.pa.us/library/orientation/Library_Student_Services.html
The American Association for Higher
Education (AAHE)
http://www.aahe.org/
AAHE is not strictly a distance education organization, but it does focus on
a diverse spectrum of issues faced in the world of higher education including
ones related to distance education. Over 9000 members belong to AAHE, and they
include students, faculty, administrators, as well as policymakers, individuals
from the business community and anyone interested in challenges faced in higher
education.
American Center for the Study
of Distance Education (ACSDE)
http://www.ed.psu.edu/acsde
The American Center for the Study of Distance Education is located on the campus
of Penn State University. ACSDE was founded in 1986 by Michael Graham Moore,
an "internationally recognized distance education expert", and it
was one of the first centers of its kind in the U. S.
American Council on Education
(ACE)
http://www.acenet.edu/
ACE was founded in 1918 and is considered to be the nation's coordinating higher
education association. The purpose of ACE is to be a forum for discussion on
issues related to higher education and its contributions to American life. Approximately
1800 members from accredited, degree-granting colleges & universities and
other educational organizations belong to ACE.
The section outlining the ACE's Guiding
Principles: Learner Support can be found at http://www.acenet.edu/calec/dist_learning/dl_support.cfm.
American Distance Education Consortium
(ADEC)
http://www.adec.edu/
ADEC is an "international consortium of state and land grant institutions
providing economic distance education programs and services via the latest and
most appropriate information technologies". Online materials, courseware
tools, and accessibility information are merely a few of the resources provided
by ADEC.
Association for Communications
Technology Professionals in Higher Education (ACUTA)
http://www.acuta.org/home.cfm
ACUTA is an international, non-profit organization consisting of almost 2000
members who represent 825 institutions of higher education from small schools
and community colleges to large research institutions. The mission of this member-driven
organization is to enhance "teaching, learning, research and public (community)
service by providing leadership in the application of telecommunications for
higher education".
Canadian Association for Distance
Education (CADE): Association Canadienne de l'éducation à distance
(ACED)
http://www.cade-aced.ca/
CADE is a non-profit, national association dedicated to promoting excellence
in distance education in Canada and was established in 1983. In addition to
association information, the CADE site posts an extensive list of publications
that are organized by year, author and title.
Canadian Association of College
& University Student Services (CACUSS)
http://www.cacuss.ca/en/default.html
CACUSS is a professional organization for those involved in postsecondary education
in student affairs or student services. It began in its current form in 1971,
it the goal is to "promote the development and effective use of university
and college student services and in doing so, to foster the overall development
of students."
Council for the Advancement of
Standards in Higher Education (CAS)
http://www.cas.edu/
CAS, a consortium of 34 professional organizations, began in 1979 and has worked
to promote standards in student affairs, student services and student development
programs since that time. Its membership consists of over 100,000 professionals,
mostly from higher education.
EDUCAUSE
http://www.educause.edu/
EDUCAUSE is a non-profit organization whose mission is to "advance higher
education by promoting the intelligent use of information technology".
Over 1800 representatives from colleges and universities and more than 180 corporations
make up the EDUCAUSE membership. Numerous information resources related to distance
education, like the "Guide to Evaluating IT on Campus", can be found
at http://www.educause.edu/consumerguide.
Full text online periodicals can
also be found at the EDUCAUSE site, and they include the following publications:
Higher Learning Commission
http://www.ncacihe.org/index.html
The Higher Learning Commission is part of the North Central Association of Colleges
and Schools, which is one of six regional institutional accrediting agencies
in the U. S. Even though the Higher Learning Commission receives numerous questions
regarding accreditation associated with distance learning programs, they only
accredit entire institutions. Its Web site does, however, have a section focused
on distance learning, and can be found at http://www.ncacihe.org/resources/distancelearning/.
League for Innovation in the Community
College
http://www.league.org/
The League is an international organization that began in 1968 and is focused
on issues and challenges affecting community colleges. It is actively involved
in many community college initiatives including the application of information
technology to improve teaching and learning in the community college.
National Association of Student
Personnel Administrators (NASPA)
http://www.naspa.org/
NASPA is considered to be the "leading voice for student affairs administration,
policy and practice." It has more than 8000 members plus almost 1200 member
campuses. The goal of this organization is to help those involved in student
affairs issues develop and implement initiatives that augment the student educational
experience.
United State Distance Learning
Association (USDLA)
http://www.usdla.org/
USDLA is a non-profit organization that was established in 1987, and is a "leading"
source for information on legislation impacting distance learning. This organization
began establishing state chapters in 1993 and continues those efforts today.
Approximately 2000 pre-K through 12, higher education, continuing education,
corporate, military, government training, home schooling, telemedicine professionals
are members of USDLA.
WCET: The Cooperative Advancing
the Effective Use of Technology in Higher Education
http://www.wiche.edu/telecom
WCET is a membership organization that was founded in 1989 by the Western Interstate
Commission for Higher Education (WICHE). Its members include some of the most
innovative thinkers from schools, higher education, non-profit organizations
and corporations who are providers and users of educational telecommunications.
Some of the programs and services offered by WCET include professional development
meetings & institutes, newsletters and consultation advice.
More information about WICHE, the organization that founded WCET, can be found at http://wiche.edu/.
Online Student Services
http://the.flexiblelearning.net.au/practice/studentservices/casestudy/default.asp
Online Student Services is one of a series of project funded by the National
Collaborative Framework for Flexible Learning in Vocational Education and Training
(VET) 2000-2004. The purpose of this project was to explore existing student
services that support online education and training programs. Information for
the study was gathered from literature reviews, Web searches and site visits.