Online Student Support Services: A Case Based on Quality Frameworks

Expansion of online teaching and learning has fostered the creation of numerous standards and frameworks to evaluate and promote quality in online instruction and learning. Review of these standards showed that there is consistency in indicators of quality for online programs. One indicator, student support, was selected for study. Quality frameworks were reviewed to determine if student support was included among the indicators. Then, to examine the inclusion of student support services within a real-world context, a case was selected for observation and illustration. Examination of the case showed that faculty and administrators had designed and were delivering critical student support services. Both new and existing support systems were needed and provided. This case indicated a primary need and provisions for student support in the following areas: admissions and registration, advising, orientation, learning support, scholarships and awards, library resources, computing and technology resources, articulation with other institutions, career placement, and communication.