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Online Student Support Services: Advising and Tutoring Across the Web. Success 2.0: Enhancing Student Learning and Retention with Technology October 29 th , 2010 Middlesex Community College. Benefits of Support Services.

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online student support services advising and tutoring across the web

Online Student Support Services: Advising and Tutoring Across the Web

Success 2.0: Enhancing Student Learning and Retention with Technology

October 29th, 2010

Middlesex Community College

benefits of support services
Benefits of Support Services

“Courses and programs that build mentoring and support groups into their designs help improve levels of student involvement, motivation, and academic self-confidence and, in turn, increase levels of institutional commitment and engagement (Mangold et al., 2003; Padgett & Reid, 2003). Such findings serve as the basis of many efforts to improve retention, such as faculty-student mentoring, peer tutoring, academic counseling, and advising programs (Chenoweth, 1999; Roach,1997, 1999; Rodriguez, 1997).” Role of Academic and

Non-Academic Factors in Improving College Retention, ACT POLICY REPORT


“Our most important finding is that student service expenditures influence graduation and persistence rates and their marginal effects are higher for students at institutions with lower entrance test scores and higher Pell Grant expenditures per student. Put another way, their effects are largest at institutions that have lower current graduation and first-year persistence rates. Simulations suggest that reallocating some funding from instruction to student services may enhance persistence and graduation rates at those institutions whose rates are currently below the medians in the sample.”

Do Expenditures Other Than Instructional Expenditures Affect Graduation and Persistence Rates in American Higher Education? By Douglas A. Webber and Ronald G. Ehrenberg

why online
Why Online?

For on-campus students:

  • Retention
  • Convenience
  • Additional Resources
  • Enhanced contact with campus
for online students
For Online Students
  • All these reasons


  • Accreditation compliance
neasc guidelines for the evaluation of distance education on line learning
NEASC Guidelines for the Evaluation of Distance Education (On-line Learning)

The institution provides effective student and academic services to support students enrolled in on-line learning offerings.

neasc standard 5
NEASC Standard 5

5.17 “The institution has in place an effective system of academic advising that meets student needs for information and advice and is compatible with its educational objectives. Faculty and other personnel responsible for academic advising are adequately informed and prepared to discharge their advising functions. Resources are adequate to ensure the quality of advising for students regardless of the location of instruction or the mode of delivery. “

online tutoring options
Online Tutoring Options
  • Build Your Own
  • Outsource
  • Join a Collaboration
online tutoring do it yourself
Online Tutoring: Do It Yourself

North Dakota State University:

Synchronous Tutoring

  • Request session by phone or email
  • Multiple subjects available
  • 100-200 Level Courses
  • VOIP Emphasized, encouraged

online tutoring do it yourself10
Online Tutoring: Do It Yourself

Houston Community College System’s Online Tutoring Program

  • Asynchronous Document Submission Process
  • Using their own tutors
  • AskOnline does have some Synchronous Capabilities

Online Tutoring: Do It Yourself

  • Central Piedmont CC
  • Tutoring via Blackboard

  • File share and online chat, tutorials and resources
  • Math and writing tutoring
  • Appointment by request
  • Sessions available daytime, M-Th
online tutoring do it yourself12
Online Tutoring: Do It Yourself
  • Advantages
    • Complete control over

content and design

    • Course Specific
    • Uses College staffing
  • Disadvantages
    • Administration Intensive
    • Could require IT Dev

and Support on Campus

    • Labor and Training Intensive
    • Challenge to provide extended schedule: Nighttime and Weekend hours
outsourcing your service

No strain on staff in terms of resources or personnel

Support is handled by an outside source and no need to have specialized IT staff

No time needed to set up

Typically have an extended schedule and number of subjects offered is higher than one single institution can provide


No control over rising costs, hours offered, subjects offered, or tutors hired

Politically sensitive if you are hiring tutors from out of state or overseas

Can’t customize as easily to the needs of your institution or students – without additional costs

Outsourcing your service
etutoring org16
  • A Collaborative, Aggregated Service:
    • Institutions join for a fee, based on usage
    • Tutors provided by each institution
    • Tutoring hours are combined into one schedule
    • Students at each institution access all tutors on this one schedule
etutoring collaborations
eTutoring Collaborations

Total = 12 states

etutoring partner institutions
eTutoring Partner Institutions

Total = 94


a collaborative tutoring platform
A Collaborative Tutoring Platform

online tutoring collaborations
Online Tutoring: Collaborations
  • Advantages
    • Have input into program development:

procedure, and technology

    • Easy to implement and administrate
    • Uses College staffing
    • Fully hosted and supported
    • Cost Savings
    • Evenings, Weekends
  • Disadvantages
    • Subject specific, not course specific tutoring
    • Does not cover all subjects; all programs
    • While you have input, you do not have complete control over program delivery
    • Responding to challenges takes time
advising online


Outsourcing and Collaborating

academic advising online resources
Academic Advising Online Resources
  • Red Lantern
    • U.Direct- the Degree Planning Tool
    • U.Select- used for Transfer Advising
    • U.Achieve- dynamic and concise degree audit report; self serve advising tool and asynchronous communication between advisor and student
academic advising online resources23
Academic Advising Online Resources
    • Created by Minnesota State Colleges and Universities
    • Focus in on Delivery and Support of Holistic Advising
    • Connected to MNSCU’s eFolio ePortfolio platform; helps Advisor “See” the Whole Student
    • Can be purchased and branded:

Century College

  • USA Today

online coaching outsourcing
Online Coaching: Outsourcing
  • Inside Track
    • San Fran based private company
    • Student Coaching- Prospective and Current
    • Takes place mostly over PHONE
    • Personalized, one-on-one coaching services
    • Use worksheets, goal-setting exercises
    • Different programs, i.e. weekly ½ hour Coaching Sessions
online coaching
Online Coaching

Carolyn Rogers

Bonnie Riedinger