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Strengthening Student Success in Online Programs through e-Support Services. March 22, 2011 Christina Royal, Ph.D. Cuyahoga Community College. agenda. Introduction Why focus on e-support services Which e-services to consider Case studies Cuyahoga Community College’s process - PowerPoint PPT Presentation
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Strengthening Student Success in Online Programs through e-Support Services
March 22, 2011
Christina Royal, Ph.D.Cuyahoga Community College
agenda
IntroductionWhy focus on e-support servicesWhich e-services to considerCase studiesCuyahoga Community College’s processMaking the business case/strategies for facilitating change
Institutional OverviewCuyahoga Community College
Largest & Oldest Community College in OhioPublic Institution serving 55,000 studentsMulti-Campus/Site EnvironmentDistance Learning, approx 17,000 studentsTechnology-rich environmentCulture of Innovation
How many online programs does your institution currently have?
A. NoneB. 1-10C. 11-100D. 101+
Why a focus on eSupport Services?Historically new programs = new curriculumStudent expectations are changingTechnology has evolvedGlobalizationSustainability and going “green”Competition
Which e-services should I consider?
e-advisingonline tutoringvirtual office hourse-applicationonline registrationonline new student orientatione-libraryPortal: my transcripts, my bills, my Tri-C card
my "ah-ha" moment
Case #1: e-advising
Case #2: online tutoring
Case #3: orientation
The Process
Overview of Process
One College Approach to Distance Learning
A Data-Driven Process2007 Survey to Tri-C faculty2006 Survey to League for Innovation in the Community College Board Institutions2006 OLN Report on Ohio e-LearningPeer-Reviewed Industry ResearchFaculty Luncheon/Campus DaysTri-C Historical Data Analysis
Approximately 50% of future students prefer online or f2f/online mix
(Eduventures, 2006)
Major SuccessesInstitutional buy-in at all levels Accreditation approval to offer fully online degreesAwarded Title III grant to expand DLFunding for new positionsExternal communications helped with community support
Lessons LearnedMore cross-sharing of information neededNo such thing as too much communicationNo more than one committee per person (some folks were overcommitted)More procedural support needed
Templates, consistent timeframes/due datesWe need to celebrate our successes!
The Virtual Front Doorhttp://www.tri-c.edu/credit/Pages/default.aspx
CENTSS
Center for Transforming Student Services (CENTSS)Based on WCET’s best practices in student servicesbenchmarking and audit tool31 e-student service audits are availableprovides data comparisons between the individual institution and the aggregate group results.
CENTSS Audits
Why was the process successful?Making the business case
Making the Business Case
Definition of CHANGE: the process of becoming differentto make different in some particularto make radically different, transformto make a shift from one to anotherto undergo a modification of
SOURCE: http://www.merriam-webster.com/dictionary/change
Making the Business Case
Definition of EQUILIBRIUM: a state of intellectual or emotional balancea state of adjustment between opposing or divergent influences or elementsa state of balance between opposing forces or actions that is either static or dynamic
SOURCE: http://www.merriam-webster.com/dictionary/equilibrium
We are creatures of HABIT!
Strategies for Facilitating Change
Get the right people on the bus in the right seats (Jim Collins)
Keep the numbers of seats on the bus to a reasonable numberChange membership, if necessary, to keep things moving forward
Strategies for Facilitating Change
Data, data, dataResearchUse relevant examples (e.g., SHIFT HAPPENS and I am a PC video)Social data (e.g., comics)
"We need to not look at online learning as a new way of doing what we have always done. We need to look at doing totally new things. New paradigms
must be created that support our mission" (Bothel, 2001).
Strategies for Facilitating ChangeEngage stakeholders at all levels of the organizationBe diverse and inclusiveBring in an expertAnswer the unasked questions
What’s in it for me?How does this relate to what I do?
Facilitate the out-of-the-box and BIG thinking“Problems cannot be solved at the same level of awareness that created them”.
- Albert Einstein
Strategies for Facilitating Change
What would it mean to your area if Tri-C [or insert your school] was to become the largest community college provider of distance learning in the USA?What would it mean to your area if no one wanted face-to-face service?
Strategies for Facilitating Change
Communicate! (over and over and over)Never stop celebrating!Don’t stop changing…
Questions?
Christina Royal, Ph.D.Associate Vice President, eLearning & Innovation
[email protected], (216) 987-4577
