Online Student Services Planning Guide
Development of an Online Information Session
The XXXXX School of Continuing Studies, Division of Graduate Professional Studies has found itself, quite fortunately, at a crossroad of having to provide a far greater amount of student services online. The demographics of our student body have changed considerably since our conception in 1992. Our student body is still largely from Massachusetts but we are finding an ever increasing number of pure distance learning students and students who plan to complete hybrid programs, both online and on-campus courses.
The need for online information sessions has become critical in our ability to provide quality services in a timely fashion to our current students and prospective students. As indicated in prior weeks our students are permitted to take up to four courses prior to applying for a master’s program and this is a reduction in the last year from six courses. The former has compounded issues related to admissions, course selection and degree audit, due to the fact our program requirements have slightly changed in the last five years. Individuals who exceeded the limit of four courses are in jeopardy of not being able to use courses taken prior to satisfy revised degree requirements or may have to take additional courses. Furthermore a very small percentage may find that they are not able to satisfy the admission requirements.
The Division of Graduate Professional Studies has continuously offered information sessions on campus. Although they are well attended I still find that I advise far more prospective students and present students via email and in my office. We initiated an online information session at XXXX in XXXXX, MA this summer that went exceedingly well. Two representatives went to XXX utilizing their corporate software system to coordinate this event. The responses we had and the volume of students that attended was overwhelming in comparison to one that we might offer on campus. We are presently at a premature stage in the development and initiation of an online information system, which from my perspective should include both prospective students and current students. I would prefer to have a separate academic information system for matriculated students inquiring about course selection and degree audit.
Our website has provided some adequate direction for students in terms of developing an understanding of the expectations of students, admission requirements, deadlines, policies and procedures. Obviously what lacks is one on one interaction where students can have specific questions addressed that are relevant to their proposed academic program or current academic progress. Those issues are handled by email, phone or in person and can be time consuming and difficult if program coordinators and more than one staff person are required, due to their specific responsibilities and knowledge.
Carpella University, a virtual university, has perhaps one of the best online student services, in relation to information sessions, that I have seen. (Please visit http://www.capella.edu/online_learning/online_seminar.aspx). I have recently registered to take one of their online information sessions and the registration component was extremely easy to navigate and I received an automated response instantly. An associate of mine at XXXXX University is a Carpella alum and showed me the student system as accessed by her. It is quite informative and extremely easy to navigate. The online information session is done utilizing WebCT so students become familiar with the product. I will not have a complete assessment of this tool until I attend the online information session beginning May 1st, but I am quite relieved they utilize the same classroom platform, thereby providing us a model service for our division and the technology department to consider and refer to.
UMASS Boston has an extremely enlightening website that details expectations for distance learning students and how to access student services. (Please visit http://www.conted.umb.edu/dl/faq/general.html). The University of Maryland University College also has “chat vents” online that allow prospective students to converse with advisors.
I am sure there are several higher education institutions that provide online information session, such as the University of Phoenix, but it appears that information may be restricted until the prospect initiates a request for information or counseling. I would prefer if our Division was able to initiate this service online to make the information readily available to students the present course platform we use, WebCT. I think this will not only provide academic counsel but will allow the student to determine if he/she can utilize the software system, WebCT prior to enrolling in courses. I hope to have the support of our staff in the upcoming semesters to possibly rekindle the dialogue on providing this online service.