Supporting Online Students

Convenience is the response given by the majority of students as to the reason why they are taking online classes. Therefore, as suggested by Crawley and Gore (2009), colleges must rethink all of the services they offer. I would say that there are very few universities that keep in mind distant students’ needs. I know of a university that provides 24 hour service via IM on its website. The counselors are also ready to speak to distant students on the phone 24 hours/day to clarify matters. Although many universities offer online courses, I would say, most of them do not train their students’ service personnel to deal with distant students’ needs. As suggested by the authors listed above, “universities engaged in strategic planning must consider the needs of these students in all phases of their planning” (p. 292).
Hope for the future: As I reflect on my own experience as a distant learner, I sense that hope is on the way. As the new graduates take over students services, there will be a positive change because most of the new graduates would have taken online courses to understand the frustration of distant students. I believe these graduates will be better equipped to address those needs.