Online Information, Advice and Guidance from the OU

Student supportat the OU

Blended student support

• Information, advice, guidance and student support provided through a mix of print, telephone and limited face-to-face

• Now a networked university – almost all students online except access modules– 97% students have supplied a preferred email– 80% assignments submitted online

OU Basics• 200,000 UK undergraduates and postgraduates• 20,000 international students• 46,000 on validated programmes

• 409 undergraduate modules• 162 postgraduate courses• 73 continuing professional development courses

• 13 national & regional centres, 350 study centres• 7,200 associate lecturers (tutors)

Student Services: annual volumes

1.25 million telephone calls 580,000 emails 240,000 registrations (33% online) 800,000 student assignments 125,000 examinations 87,000 end-of-course assessments 33,000 qualifications awarded

Entry qualifications of new UK undergraduates

1999/00 2004/05 2009/10

Below standard HE entry

38.8% 34.3% 51.0%

Standard HE entry

19.1% 19.7% 8.1%

HE qualification 33.5% 33.4% 30.9%

Unknown 8.6% 12.7% 10.0%

Age of new UK undergraduates

1999/00 2004/05 2009/10

Under 21 4.2% 6.4% 9.0%

21 - 24 11.1% 15.5% 16.0%

25 - 49 75.0% 69.4% 66.9%

50 and over 9.8% 8.7% 8.2%

Student Services

Teaching and student support

Student

ModuleMaterials

AssociateLecturer

Peers

LSF

Exploration Decision Orientation

Study Consolidation CompletionConsideration

Re-consideration

Transition

Reflection

Reflection

Decision

Preparation

New student

Continuing student

The Student Journey

The student journeyThe student journey captures the main stages of the student experience from first enquiry through to completion of their studies

LSF

Learner Support FrameworkStudent Journey KEY ACTIVITIES

Exploration

Consideration

Decision

1. Module and programme information, advice and guidance

Orientation 2. Pre-course support

Preparation 3. Development of generic studentship skills

Study

4. Study support

5. Support for assignments

6. Mid-module support

7. Careers information, advice and guidance

Consolidation 8. Examination & end of course assessment support

Reflection

Completion 9. Support for progression

Online information, advice & support: Entry

• OU website – Study at the OU• Diagnostic to help choose first module• Open educational resources – Open learn, You Tube,

iTunes U• Telephone and e-mail links to advisory staff• Online registration

Online information, advice & support: Study

Range of resources available from Student Home• Help Centre – information, frequently asked questions• Induction • Study Skills• Careers• Disability

Messages and Forums• E-messages sent at key points during study: welcome,

one week in, mid-module, revision, end of module• Programme of student support forums: induction, study

skills, course choice, careers, disability,

Social media• Facebook• Twitter• Second Life

Opportunities• Using technology and tools that students use and expect• Awareness & marketing: Open Learn (11 million

visitors); You Tube (3 m); iTunes U (31m)• Extensive e-learning for

– teaching & assessment– information and advice; student support– administration

• Learning communities: extensive use of social media• End of the loneliness of distance learner