Mlo 6 learnrer support

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

mailto:[email protected]



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?


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


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.




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)



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



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.



Characteristics of online learning

• Learning support for online-intensive and interactive learning situations.

• Electronic access to resources

• Online contact with peers and tutors



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



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.



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.



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



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.



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



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]

http://moodle.rsc-em.ac.uk/



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Mlo 6 learnrer support