Online+Student+Services

(b) **Review and, to the extent necessary,** **establish standards and best practices regarding** electronically distributed learning and related support services including online help desk support, **advising, mentoring, counseling, and tutoring;**

**Lead:** Cynthia Torres-Jimenez

Cindy will update this word doc - Cable will use the word doc (Cable, I updated this document on Nov. 3-include Academic GPS reference including a link to a '2-pager' and added the need to advertise services under best practices for an online student services)..


 * Online student service best practice provides multiple access avenues for support, that all student services available in-person on a campus should also be available online, comprehensive self-help options, and an effective means of making support services known to all students. **

**Definition

Philosophical Statement

Best Practices

Resources**


 * Best Practices:**
 * all student services available in-person should also be available online
 * services should all students to "self help"
 * student services should not only be web-based, but should also be available via mobile smart phones (e.g., iPhone, Blackberry, Pre)
 * Higher Education needs to advertise to the students so students know about these services.
 * Checkoutacollege.com 
 * Discover your career interests, explore your education options, and find the Washington state community or technical college that best meets your goals.
 * HECB Student Portal (just starting)

> > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > = =
 * Project Examples**
 * Academic GPS
 * 24/7 virtual reference library example (Cable will add)
 * NW eTutoring Consortium:


 * September 29 Summary Notes**

Generation I: Institutional View/Content Generation II: Customer Group View/Content in Context Generation III: Web Portals/Individual View or Customization, Personalization, and Community. Generation IV: High Touch & High Tech (inside/outside portal) -- · Recognizes that adult learners are __active partners__ in the design and implementation of their academic experience · The preferred solution, from a number of perspectives, is integrated and convenient full-services support services. Students want the college to provide a complete, full-service approach. · Students want customized and personalized services, not a one-size fits all approach. · Integrating existing services in a single place for students;
 * Four Distinct generations: Organization of Information or How Online Services have been implemented (the evolution-I just thought this was interesting) **
 * Themes/Principles/Best Practices (consistent in review to date) **

· It’s easy to add services incrementally; · A reliable, fast, and secure network-both wired and wireless is necessary to deliver the developed support services. · Support services must be reliable, consistent, and available--there must be a data back up service so that critical information is not lost permanently. · Delivered by the latest technologies, · While today’s students may not care about the technology, per se, they do care about the activity technology enables: it’s about the relationship between a basic need (enrollment verification/placement testing) and the technology that delivers a response to that need (National Student Clearinghouse, e-Placement exams). It’s not about technology, but the development of a set of services that would improve student success-technology would be the delivery vehicle. Critical that Student Services professionals articulate a clear vision that provides the framework for the technology. Many campuses are successfully using commercial web products from their ERP vendors; (thinking we don’t make a value statement about commercial vs. homegrown even if the CTC’s know their preferred one?) Expert interactive advising: Direct service to students (would not require an admin staff member’s involvement) Personalized to the student (based on the students academic records and affiliations-a portal of sorts) Secure web-based delivery (access to these services any time) Multiple development teams (voice of student critical) Standards based (presentation and technical standards to ensure the end user experiences a seamless set of services). Instead of a physical one-stop approach-Penn State has concentrated on a virtual student service center-provides richer opportunity to integrate services and allows greater extensibility by time and distance. // Online Student Success: Montgomery College-Maryland. // // Online Advising: St. Petersburg College, Florida (Cyberadvisor); eLion (Penn St); San Diego City College; City University of New York; Valencia CC; Montgomery College’s Virtual Advising & Counseling Center. // // Online Counseling/Orientation: Long Beach City College. // // Online Career counseling: North Carolina State University // // Counseling/Career Development: Inver hills community College and Washington and Jefferson // // Online Tutoring: Arizona, Oregon State, Coastal Ben College-Beeville, www .askonline.net; Smarthinking; eTutoring.org (CTDLC). // // One Stop Student Services: University of MN, University of Cincinnati, // // Online Student Services: San Antonio College // // Mentoring: DDP Alumni Mentor Email Program (Washington State University, Associated students0; // **//Resources://** //Publications/Links at: Western Cooperative for Educational Telecommunications (WCET); CENTSS (Center for Transforming Student Services); CTDLC (Connecticut Distance LearningConsortium); SLOAN-C//
 * Advising Principles that Emerged (eLion @ Penn State) **
 * Best Practices for Service Online:** Web services are designed to interact with individuals –Responsive to customer service, Personal Experience, Call to Action, Immediate rewards, Relationship marketing.
 * Best Practices Examples (showing up multiple places in my research to date) **

WCET (Western Cooperative for Educational Telecommunications)? [] []

[] []
 * CENTSS** (Center for Transforming Student Services)

[] (section V).
 * SLOAN resources**

[] (links to best practices-recent)
 * Connecticut Distance Learning Consortium (CTDLC)**

[]
 * From SBCTC Online Student Services page**
 * Advising Resources (Best Practices):**

[]

[]
 * Mentoring Resources (Best Practices):**

[]
 * Counseling Resources (Best Practices):**

[]
 * Tutoring Resources (Best Practices):**

[] (Example of a system)