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5th May 2011Moving Learning Online: Learner Support Mechanisms 1
Moving Learning Online (Session 6) Learner Support Mechanisms
Speaker #1 – Vinay Markandya JISC RSC South East
[email protected] 07789176817
Speaker #2 – John Potter JISC RSC South East
[email protected] 07786 337764
5th May 2011Moving Learning Online: Learner Support Mechanisms 2
The Moving Learning Online Series
Series aim - to help you answer the question…How can online delivery help us meet
our strategic and operational objectives?
5th May 2011Moving Learning Online: Learner Support Mechanisms 3
Session Aims
This session aims to:
Aim 1: Examine different models of support Aim 2: Critique traditional learner support mechanism
& make the case for a more holistic approach Aim 3: Demonstrate how Key Performance Indicators
can be improved Aim 4: Analyse how technology can improve learner
support
5th May 2011Moving Learning Online: Learner Support Mechanisms 4
Learner Support Mechanisms
Traditional Model for Learner support is based on additionality
Remedial
Reactive
Specialist
......and costly.
Learner support is aimed at students who are perceived to be “non-traditional” and/or disabled in some sense.
Traditionally supported learners feel:IsolatedDifferent from their peersNot part of the mainstream
Plus .....
Students who do not show their need for support until after the programme has begun will not ask for it at the start.
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Learner Support Mechanisms
Learner Support Mechanisms
Dangers to Key Performance Indicators
1.Students who feel unsupported will drop out = negative effect on retention.
2.These students, if they remain on course, will resort to lower order pedagogical strategies rather than maximising their potential = negative effect on achievement.
3.Cost effects of additionality as opposed to holistic approach (later with John)
5th May 2011Moving Learning Online: Learner Support Mechanisms 6
Learner Support Mechanisms
Developmental/holistic approach: Recognise that categorising students as
vulnerable, at risk, failing etc, etc is not useful. Recognise that ALL students need support at
some stage of their learning, thereby advocating a more holistic approach.
Recent HE research (De Montfort & Oxford Brookes) shows that not only low achievers but also high achievers find it difficult to ask for support
5th May 2011Moving Learning Online: Learner Support Mechanisms 7
Learner Support Mechanisms
A new environment: Encourages students to be proactive in making
curricular decisions Seeks self-assessment by students at different
levels prior to embarking on a programme of study (functional skills, digital literacies, curricular levels)
Provision of curricular materials that are easily accessible both in and out of “hours.”
A range of gateways to support so that students are able to access support in the way that suits them best.
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Learner Support Mechanisms
Characteristics of online learning
• Learning support for online-intensive and interactive learning situations.
• Electronic access to resources
• Online contact with peers and tutors
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Learner Support Mechanisms
Challenges of online learning
• Working in a Virtual Learning Environment.
• Emphasis on collaborative working and learning
• Web searches extend resources beyond teacher supplied course material
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Learner Support Mechanisms
Online Learning• Learner/content interaction• Learner/teacher interaction• Learner/learner interaction
Course design or learner support?
Support is no longer an exceptional activity to overcome an individual problem but part of the core activity.
5th May 2011Moving Learning Online: Learner Support Mechanisms 11
Learner Support Mechanisms
Problems facing online learners
• Learner isolation• Lack of personal feedback• Technical difficulties• Lack of social interaction
Programmes must be designed from the outset with learner support in mind.
5th May 2011Moving Learning Online: Learner Support Mechanisms 12
Learner Support Mechanisms
Supporting the technology
User management• Account creation/deletion
• Authentication system
• Content moderation
• Acceptable Use Policy
Technical support• Browser/client compatibility
• Content viewers
• Password problems
• ITIL/FITS
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Learner Support Mechanisms
Technical Support Options
• Outsourced – commercial service desk companies can provide 24 X 365 support
• In house – restricted hours and uncertain demand
Advanced online help and automated support systems (FAQs, self service password resets, video how-to etc.)
Queries should feed back into course design.
5th May 2011Moving Learning Online: Learner Support Mechanisms 14
Learner Support Mechanisms
Tiered support for learners
Offer a tired support system encouraging people to work from lowest to highest resource level -
• Check the FAQ• View online video tutorial• Email a tutor• Live chat with tutor• Phone a helpdesk
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5th May 2011Moving Learning Online: Learner Support Mechanisms 16
What Next?
Visit the Moodle course that supports this series at:http://moodle.rsc-em.ac.uk/
Book to attend the next session:Monitoring, Evaluation & reviewhttp://www.rsc-southeast.ac.uk/events/2011/25-05-2011-mlo-monitoring-evaluation-review.html
Talk to your RSC about the support available to help your strategic planning to make moving learning online a reality
JISC RSC East Midlands [email protected] JISC RSC South East [email protected]