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Supporting Online Students: A Practical Guide to Planning, Implementing, and Evaluating Services

ISBN: 978-1-118-07654-5
288 pages
March 2012, Jossey-Bass
Supporting Online Students: A Practical Guide to Planning, Implementing, and Evaluating Services (1118076540) cover image
Supporting Online Students shows how effective and efficiently delivered support services improve academic success and course retention for online learners. Drawing on a decade's worth of research, Crawley describes the scope of services that should be made available to online students, from admissions and registration to advising and student engagement. The book includes guidelines and standards for these services as outlined by half a dozen national professional organizations, as well as planning and implementation, innovative practices, and specialized services needed by particular online student groups.
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Foreword xi

Preface xv

About the Author xxiii

1 Setting the Stage: The Transformation 1

2 Profile of Online Students 13

3 Supporting Online Students with Disabilities 38

4 Putting Services Online 63

5 Administrative Suite 83

6 Academic Services Suite 102

7 Personal Services Suite 129

8 Communications Suite 153

9 Planning and Implementation 178

10 Evaluation 199

Final Thoughts 228

References 230

Index 245

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Anita Crawley, an online instructor and course developer for UCLA Extension and the Illinois Online Network, previously held counseling and faculty and administrative positions in student affairs and distance learning programs. She is recognized for her pioneering work in the field of supporting online students.

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April 05, 2012
Supporting Online Students

Supporting Online Students

A Practical Guide to Planning, Implementing, and Evaluating Services

San Francisco, CA - The growth of online learning is booming. According to the study, Class Differences: Online Education in the United States, 2010, 5.6 million students took at least one online course during fall 2009, an increase of 21% over the previous year, and online courses suffer from a drop rate of 52-62%.

SUPPORTING ONLINE STUDENTS is a comprehensive resource for all aspects of support services needed by online learners. It combines research, literature, and good practices for planning, implementing, and evaluating support services for online learners. Further, the book discusses how effective and efficiently delivered online support services may improve student success and retention and may ultimately contribute to improved college certificate and degree completion.

The book describes the scope, guidelines, and standards of  academic and non-academic services that should be made available to online students; describes qualities of and needs specific to particular student groups such as adult students, students with disabilities, first-generation students, low-income students, and military service personnel.


It provides the latest information on emerging technologies for student engagement and, it guides readers in planning, implementing, and evaluating services for online learners.

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