(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.


Philosophical Statement

Best Practices


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

September 29 Summary Notes

Four Distinct generations: Organization of Information or How Online Services have been implemented (the evolution-I just thought this was interesting)
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) --

Themes/Principles/Best Practices (consistent in review to date)
· 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;

· 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?)
Advising Principles that Emerged (eLion @ Penn State)
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.
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)
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

WCET (Western Cooperative for Educational Telecommunications)?

CENTSS (Center for Transforming Student Services)

SLOAN resources
http://www.sloan-c.org/publications/books/pdf/epsynthesis8-08.pdf (section V).

Connecticut Distance Learning Consortium (CTDLC)
http://www.ctdlc.org/Evaluation/ (links to best practices-recent)

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


Mentoring Resources (Best Practices):

Counseling Resources (Best Practices):

Tutoring Resources (Best Practices):

http://www.etutoring.org/index.cfm (Example of a system)