This document outlines the holistic approach to delivering student services for online learners at the Regents Online Campus Collaborative (ROCC), the 6th largest system of higher education in the US. It discusses ROCC's vision, mission, and enrollment data. It also identifies retention as the #1 challenge for online student services and proposes addressing the 60% online failure rate through 5 variables: course content, design, delivery, instruction, and participants. Finally, it outlines enhancements to online student services including orientation, faculty awareness, student involvement, and career services.

1. A Holistic Approach to
Delivery of
Student Services for the
Online Learner
Dr. Raylean Henry
Executive Director of Operations
Regents Online Campus Collaborative

2. 6 Largest System of
th
Higher Education in
USA
(190,000 students)
27 Technology Centers
13 Community Colleges
6 Universities
Bringing College to You

3. Vision Statement:
“A Better Life for Tennesseans through
Education”
Mission Statement:
“The Regents Online Degree Programs,
using technology, will improve access to
high quality, affordable, student-
centered learning opportunities through
cooperation and collaboration among
TBR institutions.”

4. Awards and Recognitions
•Recognized as a Platinum Award winner at the IMS Global Learning
Consortium for 2008
•Rated one of the Top Three Virtual Programs in nation
*The Center for Academic Transformation Rensselaer Polytechnic Institute, 2003
• Recognized by Southern Regional Electronic Campus (SREC) for Online
Student Services, 2003
•Showcased as an Exemplary System Wide Model at the national WebCT
International Conference, 2003.
•Virtual University of Choice by American Asian E-Learning Communities
(AAELC) 2004
•SACS (Accrediting Agency) System Wide Substantive Change Approval 2003
•Keynote Presentation: Oxford University Roundtable, 2004

5. Positioned to Address
State-Wide and System-Wide
Educational and Workforce Needs
- Teacher Education Needs
- Nursing Education Needs
- Workforce Development Needs
- Educational Attainment for Tennesseans
(Addressing the 200,000+Tennesseans in need of a
four year degree in order to bring TN up to the national average.)

6. Board Mandate Sept. 2000
Common Programs
Common Fees
Common Calendar
Asynchronous
24 x 7 Course Accessibility
Combined Faculty & Staff
System-Wide E-Learning Academies
System-Wide Technology Training
Online Student Service

7. Home Campus Concept
Students select the school to award the degree
Students apply and register at HS
Students are advised at their HS
Students adhere to policies of HS
HS receives FTE ~ Headcount ~ 40% online fee

8. Tennessee Technology Centers
*Computer Operation Technology (COT)
*Computer Information Systems (CIS)
Drafting and CAD Technology
Community Colleges
*Associate of Arts (A.A.) and Associate of Science (A.S.) University
Parallel degree programs
*Associate of Applied Science (A.A.S.) degree program in Professional
Studies with emphasis in Information Technology
Universities
*Baccalaureate degree in Interdisciplinary Studies
*Baccalaureate degree in Professional Studies with concentrations in
Information Technology and Organizational Leadership
Universities
*Master of Education (M.Ed)
*Add-On Teaching Endorsements
[Math / Biology / Chemistry / Special Education / ESL / Alt. C / Voc.]
*Master of Science in Nursing (MSN)
Master in Professional Studies with concentrations in Strategic
Leadership and Training and Development

9. Enrollment Data

10. RODP Student Population
Non-traditional adults:
• Female *digital divide males
• 25 – 64 years of age
• White *digital divide Blacks
• Returning College Students
• Years of credit in various areas
• Life experiences / Life credit
• Family
• Employed
• Mobile *daily activities

11. Male
Race/
% Female %
Gender (35.27%) (64.73%)
3.26% 10.69%
Black
28.60% 46.76%
White
3.41% 7.28%
Other

12. RODP Student Population
• Technology Challenges for Non-Traditional
Students
• Updated computer knowledge & skills
• Technical Help ( set-up, installations, etc.)
• Accessibility to home computer due to family

13. Social Challenges
Impacting Non-Traditional Students
• Multi-tasking
• Balancing Home ~ Work ~ School ~ Self
• Time Management ~ Time on Tasks
• Stress Management
• Academic Support System Myth: Online
learning is easier
• Pioneers: First Generation of Online Learners

14. Full-Time Online Students:
45.01%
Students Taking Only RODP Courses:
56.09%
Students seeking RODP Degrees:
78%

15. #1 Challenge Impacting
Online Student Services
Retention
Nation-Wide Class Completion
• Less than 40% success online
• More than 20 – 50% failure online (drops / F grade, etc.)
There is a significant difference in
retention between on-ground and online
students in terms of class completion.

16. Addressing 60%
Online Failure
Rate
Five (5) Variables
(1) Course Content (subject matter)
(2) Course Design (organization of materials)
(3) Course Delivery (technical)

17. Addressing 60%
Online Failure Rate
Five Variables
(4) Course Instruction
Preparation (Mandatory Training)
Interactions (Students w/students & students w/faculty)
Tutorial Opportunities (Smarthinking)
Timely Feedback
grade and post grades within 2 weeks of assignment
24 – 36 hours to reply to e-mails
mid-term progress report

18. Addressing 60%
Failure Rate Online
Five Variables
(5) Course Participants
Preparation
Accessibility
Equipment ~ Software
Technology Knowledge and Skills
Assignments
Interaction ~ Communication with:
Instructor
Students

19. Addressing Quality Indicators for
Online Students Services
*Same as On-ground Services
On Ground Online
– Orientation – Online Orientation
– Student Center – Virtual Student Center
– Career Counseling – Online Career Center
– Career Fairs – Virtual Job Fairs
– Personal Counseling – Online Referral / Resources
– Community of Learners – Chat Rooms
– Library Services – Virtual Library
– Bookstore – Virtual Bookstore
– ADA – Online Modifications (JAWS)
– Sports – Video Streaming
– Culture – Campus Events – Links / Website
– Games – Student Mentors
– Residential Life
– Online Clubs
– Extra Curricula Activities

20. Student Services Online
Enhancements
Orientation for 1st Online Learners
Col 101: College Online (3 cr. Hrs.)

21. Student Services Online
Enhancements
Increased Faculty Awareness
Know Your Instructor
• Faculty Profile in the Course
• Getting Started Module in each Course
• Ask Your Instructor (e-mail instructor 2
days prior to classes)
• Public Syllabus
https://elearn.rodp.org

22. Student Services Online
Enhancements
MIAI (Missing in Action Instructors) Reporting
Faculty Student Interactions
Respond to e-mail (24 – 36 hours)
Graded Assignments & Exams (2 wks)
Discussion Board Participation (3 per wk)
Mid-term Progress Report
Built in Course Tutorials
Virtual Office Hours (at least one personal contact per
student)

23. Student Services Online
Enhancements
Community of Online Learners
Open Threaded Forums
Five (5) Themes per semester
Monitored by Director of RODP Student Success
RODP Campus Student Services Surveys
RODP Campus Student Services Advisory Board
4 new members - RODP Student Affairs
*Oversight Committee Board

24. Student Services Online
Enhancements
Increased Student Involvement
Online Student Newsletters
Online Student Advisory Committee
Online Student Mentors
Follow-Up Surveys RODP Graduates
Outcomes
Application of Learning
Professions & Careers
Program Recommendations
Online Student Representatives on
Strategic Planning Committee

25. Student Services Online
Enhancements
Career Enhancements
Virtual Career Center
Electronic Career E-Portfolio
Virtual Job Fairs

26. Questions?
Raylean.henry@tbr.edu