Institutional Support
Many support services are embedded into the course management system as links or available in the institutional Web site. Students in our study stated that they could also reach these services via telephone or in-person. They used the library resources to conduct searches, to access electronic reserve, and to download or borrow books or articles. In some cases, a dedicated librarian and a Web page for online students to use in their research were available.
One of the institutional support services students in our study identified was the help desk for technology support. They used the help desk to inquire about and resolve technical problems. In this instance, a message board was available for questions and answers. Students appreciated quick responses from support services because it decreased their frustrations. Another type of support that was mentioned was related to student services such as special needs, writing center, mentoring, and so on. Having available resources and consultation beyond just the instructor was an effective strategy for students in our study.
Reference
Lehman, R. M. & Conceição, S. C. O (2014.) Motivating and Retaining Online Students: Research-Based Strategies That Work, San Francisco: Jossey-Bass.
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