Student Support Services
Anderson, D. S. & Granger M. A. (1997). Creating a Web-based Convenience Store: One Stop Shopping. Paper presented at the 1997 CUMREC conference. Retrieved April 4, 2003, from http://www.educause.edu/asp/doclib/abstract.asp?ID=CMR9705 A case study about how University of Maryland created a one stop web-based student services site.
Brigham, D. E. (2001, January). Converting Student Support Services to Online Delivery. The International Review of Research in Open and Distance Learning. Retrieved April 4, 2003, from http://www.irrodl.org/content/v1.2/regents.html In a case study describing the conversion of six student services (advising, peer network, database of online courses, bookstore, library and alumni services) found an 18% satisfaction improvement after student services were available online.
Brown-DiThomas, D. S. (1999). Design, development, and pilot testing of a web-based counseling support site for a California community college. Dissertation Abstracts International. (UMI No. 9953438). Developed a web-based counseling support site that led to the following conclusions: staff development is essential before full implementation, the Internet provides a viable avenue for delivery of student services, all stakeholders need to be involved in development of an online student service site, technical support must be in place, evaluation of web-based support services needs to be online because of the changing nature of the Internet.
Gubbins, J. (No date). Help line: the ultimate in distance support. Retrieved April 4, 2003, from, http://www.westga.edu/~distance/gubbins11.html found a student help line to be the best method of providing student support in dealing with administrative, technical or personal problems related to an online course or program.
Hezel Associates. (1999). Developing Distance Learning Student Services Final Reports for Continuing Education University of Maryland, Baltimore County, Baltimore, Maryland. Retrieved April 4, 2003, from, http://www.gl.umbc.edu/it/hezelrpt.pdf Found effective student services to be critical to the expansion of a distance learning programs because: students tend to evaluate a distance-learning program based on the quality of student services, student services form a sense of connectedness with the school, and student services are critical to creating a learner-centered environment.
Hitch, L. P. & MacBrayne, P. (2003). A Model for Effectively Supporting e-learning. The Technology Source. Retrieved April 4, 2003, from, http://ts.mivu.org/default.asp?show=article&id=1016 Suggests a call center model for supporting online students.
Krevtovics, M., (2003). The Role of Student Affairs in Distance Education: Cyber-Services or Virtual Communities. http://www.westga.edu/~distance/ojdla/fall63/kretovics63.html As distance education technology enables institutions of higher education to offer courses to students throughout the country, it is important for student affairs to offer opportunities for these students to connect with the institution. This article reviews the relevant literature on distance education and discusses differences between providing cyber-services and creating virtual communities for these students. Four areas for student affairs professionals to address are discussed: (a) the provision of services, (b) the creation of community, (c) the oversight of campus-wide distance education, and (d) graduate preparation program involvement. Recommendations are also made to assist student affairs professionals in framing this topic for their respective institutions. The recommendations made here are not intended to be a roadmap, but rather a starting point for the involvement of student affairs in distance education. The distance education technologies available today can be used to provide greater access to course curriculum and many of the services provided through student affairs divisions. The next step is to employ these technologies in the development of a campus community that encompasses both the physical and the virtual campus.
McNickle, C. (2001). Online student services; An overview of the provision. In Research to Reality: Putting VET Research to Work. Proceedings of the Australian vocational Education and Training Research Association Conference, Adelaide, Australia, March 28-30. Paper describing online support services (career advice, course information, course advice, administrative details, enrollment process, fee-payment options, orientation to online learning, introduction and orientation to specific courses, communication links, administrative services, academic support, personal counseling, career counseling, academic resources, library databases, information technology support and help lines, career placement, job search skills, resume development, interviewing tips, agency links, grades and transcripts, and teaching, learning, and developmental issues) provided by 19 vocational education and training higher education institutions in Australia.
Sampson, J. P. (1999). Integrating Internet –based distance guidance with services provided in Career Centers. The Career Development Quarterly, 47 (March 1999). Example of how one student service (Career decision making) utilizes a website to serve students.
Smith, S. (2001). Beyond face-to-face: One institution’s journey to develop online student services and ways to get started. Student Affairs Online, Spring 2001. Retrieved April 4, 2003, from, http://www.studentaffairs.com/ejournal/Spring_2001/services.htm The development of online student services at Weber State University.
Western Interstate Commission for Higher Education (2003). Guidelines. Retrieved April 14, 2003, from, http://www.wcet.info/projects/laap/guidelines/overview.htm