The 13 th sloan c international conference on online learning 2007 orlando florida
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The 13 th Sloan – C International Conference on Online Learning 2007 – Orlando, Florida. November 9 2007 An Organizational Strategy for Delivering Student Support Services to a Global Student Population Albert Galloway, M.A., Rosalie Maiorella, M.S., Karl Soehnlein, Ph.D.

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The 13 th Sloan – C International Conference on Online Learning 2007 – Orlando, Florida

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The 13 th sloan c international conference on online learning 2007 orlando florida

The 13th Sloan – C International Conference on Online Learning 2007 – Orlando, Florida

November 9 2007

An Organizational Strategy for Delivering Student Support Services to a Global Student Population

Albert Galloway, M.A., Rosalie Maiorella, M.S., Karl Soehnlein, Ph.D.

Convener: Susan Spencer, Ph.D.

SetonWorldWide

Seton Hall University


Presentation overview

Presentation Overview

  • The underlying mission and concomitant strategy for delivering online education to a global population

  • The pitfalls, obstacles, and lessons learned in servicing remote learners

  • An organizational template for a student support services

  • Recommendations to enhance the quality of student services for the online student


History of setonworldwide

History of SetonWorldWide


Setonworldwide student statistics

SetonWorldWide Student Statistics

  • A national and international student population that represents all 50 states and 12 countries

  • 800 SWW graduates since 1998

  • Faculty/Student teaching ratio of 1:10

  • 85% retention rate on average

  • 95% of students graduate on time in accordance with their respective program time frame


Sww organizational structure

SWW Organizational Structure


Dedicated university support

Dedicated University Support

  • Enrollment Services/Registrar

  • Financial Aid

  • Bursar

  • University Public Relations and Marketing

  • Library

  • IT and Teaching & Learning Technology Center

  • Help Desk – Technology Issues


Role of sww faculty in student support

Role of SWW Faculty in Student Support

  • Collegial relationship with SWW program administration

  • SWW faculty comprised of full-time SHU faculty and outside instructors (practitioners)

  • All SWW faculty who are SHU full-time faculty are off-load and paid as adjunct faculty

  • Most courses have a primary and a secondary instructor


Student supervision off site education

Student Supervision Off-Site Education

  • Student works with mentor at off-site location

  • University faculty assigned to collaborate with off-site mentor

  • Students follow guide in completion of learning to gain experience across multiple areas

  • Mentor and faculty consult when necessary


Lessons learned

Lessons Learned

The need for full-time dedicated program administrators assigned to

each program

The need for university central-services cooperation and collaboration

The need for a faculty who understand the importance of student

support and interaction

A program design that enhances the development of an intimate

learning community (i.e., cohort model)

On-campus residencies

  • Orientation

  • Mid-residency

  • Final Residency/Graduation Dinner/Hooding Ceremony


Recommendations to enhance quality of student services

Recommendations to Enhance Quality of Student Services

Acknowledge that student satisfaction for remote adult learners will not come

about without ongoing personal support

Recognize that dedicated program administrators are the pivot points ... and

act as the points of contact for student services and academic issues

Realize the functional relationship between quality learning and quality student

services -- beginning with adequate faculty and administrative support

Understand the importance of face-to-face student contact (e.g., residencies)

Ensure the integrity of off-site student management and supervision

Have in place remote library resources that are easily accessible

Assure that the technology services are transparent and students have

adequate “help-desk” assistance


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