COMPREHENSIVE ONLINE STUDENT SUPPORT SERVICES

Effective Practice Abstract/Summary :

Abstract/Summary of Effective Practice:

Despite increasing enrollments of online students in higher education in 2017 over previous years, recent survey data suggest that institutions are actually decreasing their online student support services (Instructional Technology Council, 2017).

At SMMU, we have taken the opposite approach. In early 2017, in an effort to effectively enhance and support the student experience online, SMMU introduced a new Online Student Support Services unit. Although our initial goal was to offer comparable student support services to what face-to-face students receive, the demand for these online services quickly escalated to the point where we doubled our support staff and now in 2018, we offer online services 5 days a week. Student satisfaction has been high, comments have been overwhelmingly positive, and early signs suggest our online services are positively contributing to student success and completion rates.

Description of the Effective Practice

Description of the Effective Practice:

*Online Advising*

Online students (approximately 5,000+ students) have access to an Advisor Chat button once they log in to their student portal. Students have access to chat with an advisor 5 days a week:

Monday – Friday: 9:00 AM – 5:00 PM ET

Other online advising modes include email, phone, and WebConferencing.

*Online New Student Orientation*

Beginning in Spring 2018 first-time students now go through a 2-step Orientation process:

Step 1: Online orientation that covers general information all students need when enrolling for the first time.

Step 2: Online Advising and Registration session to assist new, fully online students (using WebConferencing)

*Case Management Advising*

Beginning January 2016, SMMU began Case Management Advising for our first time online students. We began proactively contacting these students and working with them to develop an academic plan that matches their career and educational goals. These sessions are typically delivered using web-conferencing system or by phone.

*Online Early Alert System*

Inactivity Early Alerts work through our third-party system that:

• E-mails students who have not logged into their Online course for 5/3 days (depending on the length of the class).

• Notify instructors of “inactive” students by emailing them a daily summary.

• Provide instructors with status updates when alerts are resolved.

• Allow instructors to manually flag students whose progress they are concerned about so an online advisor can contact them.

Beginning Summer 2018, a new feature will be offered to faculty which provides instructors the ability to easily manage and communicate with their students based on grades of their exams. Early Alerts and emails can be sent to students based on how they are doing in the course.

Supporting Information for this

Effective Practice

Evidence of Effectiveness:

 

**Student Usage** Our student usage numbers show that our students are using our Online Student Support Services extensively.

 

*Survey Results:* Upon completion of an online chat, fully online students are provided an Online Advising Survey link so we can gain their input on how we are doing.

• 90% of students were Very Satisfied/Satisfied with how well the advisor answered their question.

• 91% of students were Very Satisfied/Satisfied with the overall knowledge of their online advisor.

• 96% of students were Very Satisfied/Satisfied with the ease in process to chat with an online advisor.

*Student Comments:* The following are some student comments that we have received through our Online Advising Survey:

• I love this feature! The advisor was very friendly and was able to assist me very quickly.

• Thank you SMMU for providing such efficient and knowledgeable advisors!!!!!

• It was a great experience! First time using it. Really easy. Thank You!

• I was very pleased with the online advising chat service. I work a full-time job and this feature made it super easy to find out the information I needed without having to call or schedule a one on one session.

• Wonderful service.

• Was absolutely wonderful. Before I could even give all my information, the advisor had already completed my request. Very good.

• Excellent idea. Thank you for adding that to your SMMU services.

• Thanks for having this available to me to assist in making decisions.

How does this practice relate to pillars?:

**Student Satisfaction*:* Upon completion of an online chat, fully online students are provided an Online Advising Survey link so we can gain their input on how we are doing.

• 90% of students were Very Satisfied/Satisfied with how well the advisor answered their question.

• 91% of students were Very Satisfied/Satisfied with the overall knowledge of their online advisor.

• 96% of students were Very Satisfied/Satisfied with the ease in process to chat with an online advisor.

Equipment necessary to implement Effective Practice:

• Chat tool – We currently use zendesk chat – https://www.zendesk.com/chat/

• Tracking tool – We use a third party tool to track all communications with students

• Server – to host chat tool – Third-party alert and advising tool – our system automates student tracking, early alerts, online appointment scheduling, and creates action plans for students.

Estimate the probable costs associated with this practice:

• Chat tool – depending on the tool used for online chat, the cost will vary. Open Fire and Spark have no licensing fees; however, you will need the technical support to provide set-up and maintenance of these tools.

• Server cost – approximately $6,000 • Tracking tool – depending on the tool used for tracking, the cost would vary. Our licensing fee is approximately $65,000 per year (based on our FTE)

• Advising staff – LSC-Online currently have 2 full-time and 8 part-time online advisors. Salary for advising staff is approximately $15,400/month

Useful Links:

SMMU System Online Student Support Services

Contact(s) for this Effective Practice

Effective Practice Contact: Rita Sallie

Email this contact: [email protected]