Instructional Support Services
Best Practices
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Best Practices
Using Technology to Deliver
Instructional Support Services
Steven G. Sachs
Vice President
Instructional & Information Technology
Northern VirginiaCommunity College
4001 Wakefield Chapel Rd.
Annandale, VA22003
(703) 323-3387
ssachs@ nvcc.edu
October 2005
Copyright Steven G. Sachs (2005). This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
Instructional Support Services
Best Practices
Page 1
Instructional Support Services
Best Practices
Introduction
The following lists of services represent ways technology can be used to deliver instructional support services to students. It is not only distant learners who want electronic access to services. Part-time students who are only on-campus briefly during the day, evening students, weekend students, or students who juggle both classes and work all are seeking this access. Colleges can also take advantage of technology to increase the variety and quality of services available to all students. These lists represent best practices that have been identified through various reviews including those published by AACC, the Southern Regional Education Board, the Western Interstate Cooperative for Higher Education, and the PEW Trust. Colleges can use these lists to stimulate thinking about services they might wish to provide and alternative ways of providing them. The lists can also be used to describe the level of technology use in providing support services. It is likely that a college will provide some services at all three levels—basic, intermediate and advanced. However, the college can identify its level by comparing the relative number of services provided at each level. It is also likely that a college may not be at the same level of technology use for every service. It might be at the Basic Level for Orientation Services, at an Intermediate Level for Learning and Information Resources Services, and an Advanced Level for Help Desk Services. These lists can be used as targets to help colleges identify goals for the future.
Orientation Services
Basic Level Service Delivery
General orientation information provided on a static Web site.
Student policies and procedures are available on the Web.
Student handbooks and publications are available on the Web.
Multiple links to the orientation Web site appear throughout the college Web site.
Orientation information is provided on videotapes, CDs or DVDs.
Orientation information is provided over cable-tv.
Self-assessment comparison with profile of successful distance learning student.
Distance learning students are invited to on-campus orientation sessions, but are not required to attend.
Students may obtain information about orientation-related topics by phone, email or fax.
No dedicated staff to respond to distance learning or students seeking orientation assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.
Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.
Intermediate Level Service Delivery
All the services provided at the Basic Service Delivery Level plus the following.
Expanded evening and weekend hours for responding to students not-on campus.
Dedicated staff to electronically provide orientation service to students.
Online fixed Web portal (not customizable by users) that links to orientation information, other useful college sites and to online interactive SIS student information.
Web site with answers to frequently asked questions.
Ability to schedule appointments online for live interaction with an advisor or other orientation staff.
Students have access through the Web to information on the availability of programs in foundation skills, career exploration, and occupational skills such as observation, teamwork, and listening.
Online tutorial on using the portal and on accessing orientation information.
Online tutorials on a variety of orientation topics.
Practice exercises with answers (or scavenger hunt) searching for commonly used information.
Expanded set of orientation videotapes, CDs, DVDs or cable-tv programs on a variety of orientation topics.
Self-assessment tools and copies of all resource handouts available on the Web.
Instructional Support Services
Best Practices
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Self-assessment (or profile) of basic computer and Web skills needed for student success.
Web links matched to information on basic computer and Web skills needed for student success.
Detailed information on the mechanics of taking a distance learning course including how to submit assignments, how to take tests, and how to get help.
Online calendar of live activities.
Online virtual campus tour.
Technical support available to students during regular business hours, with very limited support available evenings and weekends.
Students can get some personal counseling without coming to campus.
Information on student health insurance and medical resources available to students posted on the Web.
Web site with links to basic student health information for answers to frequently asked questions/student concerns (on topics such as AIDS, sexual assault Services, immunizations, drugs, alcohol abuse, diet, nutrition, first aid, etc.) and links to appropriate local service providers.
Advanced Level Service Delivery
All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.
Expanded hours to include evenings and weekends.
Students have access to real-time computer chat with orientation staff.
Real-time orientation sessions are offered through web conferencing with the ability to ask questions.
Real-time orientation sessions are offered on cable-tv with the opportunity to phone in questions.
Orientation information on the Web is linked through a portal that students can customize.
Orientation information on the Web includes multimedia presentations rather than just static pages.
Students have interactive access through the Web to information and online tutorials on foundation skills, career exploration, and occupational skills such as observation, teamwork, and listening.
Online tutorials on technology tools such as email and BlackBoard, and basic computer and Web skills needed for student success.
Live practice with coaching available on technology tools such as email, chat and BlackBoard.
College orientation news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.
Student skills course available through distance learning.
Interactive online virtual tour of campus.
Students have access to a real-time chat on orientation issues connecting them with other students.
Students have access to a formal online peer-mentoring program through a discussion board.
Activities such as outside speakers and special presentations are offered to students online.
Simultaneous viewing of documents, application sharing, and live online chat for students to use with orientation staff.
Basic college information is available online in several languages.
Students can electronically access staff that speak foreign languages, and this availability is listed on the Web.
Interactive access for basic student health questions (e.g. ask a nurse).
Online services and a single point of contact for students with special needs and disability services.
Tutorial and Mentoring Services
Basic Level Service Delivery
Students may get information by phone, fax, email or the Web.
Communication is primarily by phone or email.
General information provided on a Web site.
No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.
Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.
Intermediate Level Service Delivery
All the services provided at the Basic Service Delivery Level plus the following.
Expanded evening and weekend hours for responding to students not-on campus.
Dedicated staff to provide tutoring support to students electronically.
Ability to complete forms and submit them by email or online on the Web.
Online fixed portal (not customizable by users) that links to information on college tutoring services and to other useful Web sites.
Self-assessment tools and copies of all resource handouts available on the Web.
Online calendar of live activities.
Web site with answers to frequently asked questions.
Students have access through the Web to information on foundation skills, career exploration, and occupational skills such as observation, teamwork, and listening.
Ability to schedule appointments online for live tutoring.
Students have access to WritingCenter support from off-campus.
Link(s) are provided to commercial tutoring services available evenings and weekends.
Links are provided to existing online homework help sites.
Online tutorials are provided on technology tools such as email and BlackBoard.
Online tutorials on writing papers and citing sources.
Access to writing style guide(s) available on the Web.
Live practice with coaching available on technology tools such as email, chat and BlackBoard
BlackBoard is used for tutoring.
Videotape, CD, or DVD instructional materials are available for home use on a variety of subjects where students need extra instruction.
Technical support available to students during regular business hours, with very limited support available evenings and weekends.
Students can get some personal counseling without coming to campus.
Students have access to a formal online peer-mentoring program through a discussion board.
Students have access to peer-to-peer chat and threaded message boards.
Advanced Level Service Delivery
All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.
Expanded hours to include evenings and weekends.
Students have access to real-time computer chat with tutors and tutoring staff.
Tutoring information on the Web is linked through a portal that students can customize.
Tutoring help is available on the Web through multimedia presentations rather than just static pages.
Web cams and appropriate software are available to tutors, and students can easily download or do not need special receiving software.
Real-time tutoring sessions are offered through web conferencing.
Students have access to a MathTutoringCenter or on-call math tutors from off-campus.
Students have interactive access through the Web to information and online tutorials on foundation skills.
Pre-paid accounts for students with commercial online tutoring services available evenings and weekends such as SmartThinking.
College-produced special homework help Web sites created covering specific topics known to be problems for students.
College-produced special homework help video materials created covering specific topics known to be problems for students.
Senior tutors monitor tutoring chat rooms and discussion boards evenings and weekends and intervene as necessary.
Staff monitor mentoring chat rooms and discussion boards evenings and weekends, and intervene as necessary. Expanded hours to include evenings and weekends.
College tutoring and mentoring news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.
Activities such as outside speakers and special presentations are offered to students online.
Easy file uploading separate from email attachments for ready access to the files at any time.
Simultaneous viewing of documents, application sharing, and live online chat for students to use with tutors.
Ability for students to create personal portfolios on the Web.
Online services and a single point of contact for students with special needs and disability services.
Learning and Information Resources Services
Basic Level Service Delivery
Students may get information by phone, fax, email or the Web.
General information provided on a Web site.
Access to catalog and periodical indices online
No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.
Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.
Intermediate Level Service Delivery
All the services provided at the Basic Service Delivery Level plus the following.
Expanded evening and weekend hours for responding to students not-on campus.
Dedicated staff to provide service students electronically.
Ability to schedule appointments online for live interaction with a librarian.
Ability to complete interlibrary loan forms and submit them online on the Web for home delivery.
Access to online journals through the Web.
Web access to shelf status of materials in the college library’s collection.
Online fixed Web portal (not customizable by users) that links to information on LRS topics and to online catalog.
Web links to other libraries and other useful information resources.
Online calendar of live activities.
Web site with answers to frequently asked questions.
Online information on taking placement tests online or on using a proctor or pre-arranged off-campus site.
Self-assessment tools and copies of all resource handouts available on the Web.
Online tutorials on information literacy skills, on accessing information on the Web and conducting online research.
Online tutorials on writing papers and citing sources.
Access to writing style guide(s) available on the Web.
Online virtual tour of campus LRC.
BlackBoard used for library skills instruction and information literacy training.
Technical support available to students during regular business hours, with very limited support available evenings and weekends.
Advanced Level Service Delivery
All the services provided at the Basic and Intermediate Service Delivery Levels plus the following.
Expanded hours to include evenings and weekends.
Ability to renew materials electronically from off-campus.
Most reserve materials available electronically.
Students have access to real-time computer chat with LRS staff.
LRS information on the Web is linked through a portal that students can customize.
Online full text retrieval for journals, databases, and electronic books.
Web link to on-site research support and copy service for retrieved information.
Students can request a placement test proctor or schedule an off-campus testing site online.
LRS information on the Web includes multimedia presentations rather than just static pages.
Students have interactive access through the Web to online tutorials on LRS and information literacy skills.
Online tutorials on technology tools such as email and BlackBoard.
Library sills and information literacy skills course(s) available through distance learning.
Interactive online virtual tour of LRC.
Real-time library skills and information literacy sessions offered through web conferencing.
College LRS news is pushed to students through email or on the Web in a multi-media, newsletter, or newspaper format.
Students have access to a threaded discussion board on LRS issues connecting them with other students.
Students have access to peer-to-peer chat.
Online activities for students such as outside speakers and special presentations.
Easy file uploading and Web storage separate from email attachments for ready access to the files at any time.
Simultaneous viewing of documents, application sharing, and live online chat for students to use with LRS staff.
Online services and a single point of contact for students with special needs and disability services.
Enrollment and Student Records Services
Basic Level Service Delivery
Students may get information by phone, fax, email or the Web.
General information provided on a Web site.
No dedicated staff to respond to distance learning or students seeking assistance without coming to campus; instead, all staff respond to inquiries along with their other duties.
Staff are primarily available during regular daytime working hours only; evening and weekend hours for responding immediately to students not on-campus are extremely limited.
Forms available online for downloading.
Schedule of Classes available online.
Course registration and credit card payment by phone through a staff member, by IVR, or fax.
Intermediate Level Service Delivery
All the services provided at the Basic Service Delivery Level plus the following.
Expanded evening and weekend hours for responding to students not-on campus.
Dedicated staff to provide service to students electronically.
Ability to schedule appoints online for live interaction with an advisor or other student services staff.
Ability to complete forms and submit them online on the Web.
Online fixed portal (not customizable by users) that links to information on all enrollment and student records services, and to online interactive SIS student information.
Access to the following student services on the Web: application for admission, domicile, bio-demo data corrections, advising (including degree progress analysis for multiple degrees), transcript requests, printing unofficial transcript, and credit card payments.
Automated wait-list for filled classes.
College catalog available on the Web.
Web site with answers to frequently asked questions.
Online tutorials on using interactive SIS features.
Self-assessment tools and copies of all resource handouts available on the Web.
Online calendar of live activities.
Technical support available to students during regular business hours, with very limited support available evenings and weekends.
The college operates a CallCenter with expanded evening and weekend hours.