Dallas Baptist University
Online Education Program
Best Practices for Electronically Offered Degree and Certificate Programs
July 2007

4. Student Support

Colleges and universities have learned that the twenty-first century student is different, both demographically and geographically, from students of previous generations. These differences affect everything from admissions policy to library services. Reaching these students, and serving them appropriately, are major challenges to today’s institutions. 

Dallas Baptist University offers twenty-three degree programs fully online that do not require students to visit the campus for either classes or student services. In each semester's class schedule, online/hybrid classes are listed separately as well as integrated throughout the course offerings. This is done so that distance students can readily see what is available to them each semester. Programs that are offered online will schedule the appropriate amount of courses in a standard rotation so that students may complete their program in the same amount of time a traditional student would. The online education budget, faculty and facilities demonstrate that Dallas Baptist University values distance education students and will provide all necessary resources for program success.

4b. Prior to admitting a student to the program, the institution: Ascertains by a review of pertinent records and/or personal review that the student is qualified by prior education or equivalent experience to be admitted to that program, including in the case of international students, English language skills. Informs the prospective student concerning required access to technologies used in the program. Informs the prospective student concerning technical competence required of students in the program. Informs the prospective student concerning estimated or average program costs (including costs of information access) and associated payment and refund policies. Informs the prospective student concerning curriculum design and the time frame in which courses are offered, and assists the student in understanding the nature of the learning objectives. Informs the prospective student of library and other learning services available to support learning and the skills necessary to access them.  Informs the prospective student concerning the full array of other support services available from the institution. Informs the prospective student about arrangements for interaction with the faculty and fellow students. Assists the prospective student in understanding independent learning expectations as well as the nature and potential challenges of learning in the program’s technology-based environment. Informs the prospective student about the estimated time for program completion.

The Online Education Department supports students during the semester by providing general assistance, answers to questions, basic troubleshooting directions, resetting locked exams (with instructor's permission), and HelpDesk contact information. (Appendix 32).

The Online Education website provides a wealth of information for prospective students, current students, and even faculty and staff at Dallas Baptist University who have questions regarding the online program. Students are directed to this site from many avenues including each semester’s schedule of classes.

The website includes a direct link to the Online Skills Assessment (see assessment analysis in Appendix 29), which all potential online students must successfully complete prior to enrolling, and a direct link to the virtual campus (Blackboard) located at http://online.dbu.edu. The Online Skills Assessment is a question inventory that all students taking online classes must complete before taking their first online course. It asks the student to self-evaluate as a potential online learner, reminds them that self-discipline is necessary for overall success, and requires that the student be able to demonstrate the ability to send an email attachment.

Additionally, the DBU Online website (Appendix 16) offers resources such as prospective and current students have the opportunity to read testimonies from other students, to watch a welcome video from the Dean of Online Education, to view a complete list of the degrees and courses available online, and to view an online course demonstration. The website includes information about admission to the university for both undergraduate and graduate students; the admission process is not separate from the standard admission process.

The website also provides an in-depth question and answer list covering the most common topics of concern to online prospects and students. Up-to-date information about tuition and fees is available on the website as well as a detailed list of computer requirements and suggestions is listed so that students know what kinds of technology and internet capability they need to be successful in online courses.

There is a specific group of information on the site labeled Student Resources that includes tips for online success, detailed information on how registration and online courses work, and policies related to adding, dropping, and withdrawing from online courses. In addition, this section includes time management tips for online students, a student FAQ, and a list of possible scenarios and solutions that real students have encountered.

The Online Education Website also includes an abundance of information related to support. In addition to listing the 24 hour help line number, there are links for computer support, the Online Education offices number, a link to DBU’s Writing Center, and a link to the DBU Library. Additional resource information is placed within each Blackboard Course shell, under a menu link entitled Student Resources. This area includes the same information plus additional technology support resources such as plug-ins and compatibility information.

Online students also see a variety of support upon accessing the e-campus through Blackboard (see eCampus in Appendix 36). Each student is enrolled in a Library Orientation Course (see Library course materials in Appendix 33) which provides extensive information for distance students on accessing the wealth of resources in the library. There is also a direct link to the Library website where students can search the catalogue and databases (see Library Online Services in Appendix 34). The link to the University Writing Center is also available for students on the e-campus (see writing center material in Appendix 35). The Math tutoring center is experimenting now with online math tutoring through a chat room in Blackboard and students may take the Math Advising tool online at https://webreg.dbu.edu/emathome/emat.html.

DBU Online maintains a 92-93% student course completion rate each semester. Because almost half of all students that take online classes mix their course choices with traditional classes, it is difficult to ascertain overall retention rate in degree programs. The online education program is now on developing a process to better track retention in each program for those students that just take online classes.

4c. The institution recognizes that appropriate services must be available for students of electronically offered programs, using the working assumption that these students will not be physically present on campus. With variations for specific situations and programs, these services, which are possibly coordinated, may include: Accurate and timely information about the institution, its programs, courses, costs, and related policies and requirements. Pre-registration advising. Application for admission. Placement testing. Enrollment/registration in programs and courses. Financial aid, including information about policies and limitations, information about available scholarships, processing of applications, and administration of financial aid and scholarship awards. Secure payment arrangements.  Academic advising. Timely intervention regarding student progress. Tutoring. Career counseling and placement. Academic progress information, such as degree completion audits. Library resources appropriate to the program, including, reference and research assistance; remote access to data bases, online journals and full-text resources; document delivery services; library user and information literacy instruction, reserve materials; and institutional agreements with local libraries. Training in information literacy including research techniques. Bookstore services: ordering, secure payment, and prompt delivery of books, course packs, course-related supplies and materials, and institutional memorabilia. Ongoing technical support, preferably offered during evenings and weekends as well as normal institutional working hours. Referrals for student learning differences, physical challenges, and personal counseling.  Access to grievance procedures.

According to the SREB Distance Learning Policy Laboratory, services for online students “play a direct, critical role in student success, including academic performance, psychological growth and program or certificate completion” (SREB Distance Learning Policy Laboratory, 2002, p. i). DBU recognized this early on and began adjusting student services to be provided to students at a distance. All services are provided that are necessary for student success including: an online application for admittance to the university; online registration; financial aid processing; online advising (through email and telephone); online bookstore service (www.dbubooks.com); an online library catalog with process in place for students at a distance to receive books, articles, and online database access; an online writing center, online math tutoring, a 24X7 technical support help desk with toll free number (1-866-264-1560); students may pay on their accounts online; check grades, request transcripts, etc.

Because DBU uses Datatel, access to grades, appeal processes, registration, etc is provided completely online located at http://webadvisor.dbu.edu. DBU is committed to providing all equal services to distance education students and will never require the student to attend campus for any reason. Additional services are provided to all students such as career counseling and placement through our Career Services Center (http://www.dbu.edu/careerservices/) and student intervention support through an early warning system developed by the university. The DBU Student handbook outlines steps for grievance procedures and is available to all students in Webadvisor, the student information systems.

Each spring, an online student satisfaction survey (see survey in Appendix 15) is delivered to students to find out how satisfied they are with the overall program, including distance education services such as the bookstore, library, registration, and advising. Each area's results are tabulated and sent to the supervisor of that area. If there are suggestions or comments made, the supervisor takes steps in order to improve services.

DBU is very careful to treat all students the same, whether at a distance or those who live on campus; we are all committed to demonstrating servant leadership for our students. Because of that, distance education students find that DBU staff and faculty work very hard to make sure their needs are met and that they feel part of the campus community. Along with that, all DBU online classes include threaded discussion boards for class discussion and community building. Every online course provides a forum in which the students make introductions and get to know each other the first week of the online class and some classes provide forums called "sandboxes" or "coffee houses" so that students may talk with each other regarding topics that do not relate to the online class. New online courses that are developed are encouraged to use campus photos to remind students of the DBU campus and references to campus events such as baseball, volleyball and basketball games which are streamed online for anyone who cannot attend. Faculty are encouraged to provide personal connection to each student, by talking with each of them the first week in the opening discussion forum and also by sharing their own personal information in the Faculty Info link inside each course in Blackboard.

Instructors are required to respond to students within 48 hours of an email being received and take the time to communicate with students throughout the semester on a regular basis. Students are never alone in study in the DBU Online program. In addition, many classes encourage groupwork designed to further build online learning community.

References

SREB Distance Learning Policy Laboratory Student Services Subcommittee. (2002, June). Anytime, anyplace services for the 21st century student. In Series on distance learning policy issues. Atlanta, GA: Distance Learning Policy Laboratory.

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