This document provides a literature review and annotated bibliography of resources related to managing online learning operations. It covers cases, models, measures, and managing change in the following areas: business models for online education; institutional perspectives on different online learning modalities; reasons institutions pursue online learning and lessons learned from virtual universities; principles of sustainability and cost-effectiveness in online learning; student services, marketing, and quality measures for online programs; and guidelines for promoting change management within higher education institutions. The resources cover institutional strategies and best practices for planning, evaluating, and improving online learning programs and operations.

1. Resources for Managing and Improving Online Learning Operations
Prepared by Tana Monaco and Karen Vignare
October 2009
Cases
Bishop, Tana. (2005). Reinventing the university: The business of online education. In Elements Of
Quality Online Education: Engaging Communities, John Bourne and Janet C. Moore, eds. Sloan-C Series,
Vol. 6.
Dziuban, C., Hartman, J., Moskal, P., Sorg, S., & Truman, B. (2004). Three ALN modalities: An institutional
perspective. In J. Bourne & J.C. Moore (Eds.), Elements of quality online education: Into the mainstream
(pp. 127-148). Needham, MA: Sloan-C.
Garrett, Richard. (2004). The real story behind the failure of U.K. eUniversity. Educause Quarterly 27(4).
Online at
http://www.educause.edu/EDUCAUSE+Quarterly/EDUCAUSEQuarterlyMagazineVolum/TheRealStoryBe
hindtheFailureof/157309
Kolowich, Steve. (2009). What doomed global campus? Inside Higher Ed. Online at
http://www.insidehighered.com/news/2009/09/03/globalcampus
Lynch, Doug. (2005). Success versus value: What do we mean by the business of online education? In
Elements Of Quality Online Education: Engaging Communities, John Bourne and Janet C. Moore, eds.
Sloan-C Series, Vol. 6.
Schiffman, Stephen. (2005). Business issues in online education. In Elements Of Quality Online
Education: Engaging Communities, John Bourne and Janet C. Moore, eds. Sloan-C Series, Vol. 6.
Models
Breitner, Michael H. and Gabriela Hoppe. (2005). A glimpse at business models and evaluation
approaches for e-learning. Online at http://www.ncirl.ie/dynamic/File/Library/eInfo/Sabine%20Moebs/
Glimpse%20at%20business%20models%20springer.pdf
Collis, David. (200x). New business models for higher education. Online at
http://net.educause.edu/ir/library/pdf/ffp0101s.pdf
Geith, C. & Vignare, K. (2008). Access to education with online learning and open educational resources:
can they close the GAP? Journal of Asynchronous Learning Networks, 12 (1),
http://www.distanceandaccesstoeducation.org/contents/JALN_v12n1_Geith.pdf
Hanna, D. (2008). Organizational Models in Higher Education, Past and Future. In M. Moore & W.
Anderson (Eds.). The Handbook of Distance Education, (pp. 67-78). Lawrence Erbaum.
Kushner, Mark J. (2001). Core values and the new business model. ASEE Prism Magazine, May/June.
Online at http://findarticles.com/p/articles/mi_qa3797/is_200105/ai_n8934341/
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2. Meyer, K. (2009). Lessons Learned from Virtual Universities. New Directions for Higher Education.
Jossey-Bass.
Meyer, Katrina A. , Bruwelheide, Janis, and Russell Poulin. (2006). Principles of sustainability.
December 14. Online at http://wiche.edu/attachment_library/Sustainability12_14_06.pdf
Miller, G. and Schiffman, S. ALN Business Models and the Transformation of Higher Education. Journal of
Asynchronous Learning Networks 10(2): (May 2006).
Pina, Anthony A. (2008). How institutionalized is distance learning? A study of institutional role, locale
and academic level. Online Journal of Distance Learning Administration, Vol XI, No I, Spring. Online at
http://www.westga.edu/~distance/ojdla/spring111/pina111.html
Schiffman, Steve and Karen Vignare. (2006). Identifying successful business strategies for distance
learning. Online at http://www.docstoc.com/docs/426852/Identifying-Successful-Business-Strategies-
for-Distance-Learning
Schiffman, S., Vignare, K., & Geith, C. (2007). Why do Institutions Pursue Online Learning. Journal of
Asynchronous Learning Networks, (11) 2.
Shea, Pat and Sue Armitage. Guidelines for creating student services online in WCET LAAP Project
Beyond the Administrative Core: Creating Web-Based Student Services for Online Learners. Online at
http://www.wcet.info/projects/laap/guidelines/overview.htm
Transparency by design: Principles of good practice. Online at http://www.wcet.info/2.0/index.php?
q=TbDPrinciplesofGoodPractice
Vignare, K. (2009). What to expect from a virtual university. In K. Meyers (Ed.). New Directions in Higher
Education, Volume 2. Jossey-Bass.
Measures
Balanced scorecard. Online at
http://www.valuebasedmanagement.net/methods_balancedscorecard.html
Basken, Paul. (2008). Minnesota colleges seek accountability by the dashboard light. The Chronicle of
Higher Education, June 18. Online at http://chronicle.com/article/Minnesota-Colleges-Seek/904
Bisoux, Tricia. (2008). Measures of success. BizEd, Mar/Apr. Online at
http://www.aacsb.edu/publications/Archives/MarApr08/22-31%20Measures.pdf
Harel, Elazar C. and Roby D. Sitko. (2003). Digital dashboards: Driving higher education decisions.
Educause Center for Applied Research, Research Bulleting Vol 2003, Issue 19. Online at
http://net.educause.edu/ir/library/pdf/ERB0319.pdf
Meyer, K. (2005). Planning for cost-efficiencies in online learning. Planning for Higher Education, 33(3),
19-30.
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3. Newman, Adam. (2003). Measuring success in web-based distance learning. Educause Center for
Applied Research, Research Bulleting, Vol 2003, Issue 4. Online at
http://net.educause.edu/ir/library/pdf/ERB0304.pdf
Ruben, Brent D. (1999). Toward a balanced scorecard for higher education: Rethinking the college and
university excellence indicators framework. QCI, Center for Organizational Development and Leadership
99-02. Online at http://www.qci.rutgers.edu
Shaik, N. (2006). DL-sQual: A multiple-item scale for measuring service quality of online distance learning
programs. Online Journal of Distance Learning Administration, 9 (2), Available at
http://www.westga.edu/~distance/ojdla/search_results_id.php?id=368
Shaik, N. & Vignare, K. (2008). Using technology to improve student services and marketing: Better
quality and better results. Emerging Technology for Online Learning conference. Carefree, AZ.
Why does college cost so much? 7 experts offer answers to one tough question. The Chronicle of
Higher Education, September 11, 2009.
Managing Change
Garvin, David A., Edmondson, Amy C. and Francesca Gino. (2008). Is yours a learning organization?
Harvard Business Review, March.
Goldstein, Phillip J. (2009). Managing in a new reality. Educause Review 44(4), July/August, pp. 10-19.
Online at
http://www.educause.edu/EDUCAUSE+Review/EDUCAUSEReviewMagazineVolume44/ManaginginaNew
Reality/174187
Howell, Scott L., Williams, Peter B. and Nathan K. Lindsay. (2003). Thirty-two trends affecting distance
education: An informed foundation for strategic planning. Online Journal of Distance Learning
Administration, Vol VI, No III, Fall. Online at
http://www.westga.edu/~distance/ojdla/fall63/howell63.html
Katz, Richard N. (2009). The return of the opportunity manager. Educause Review 44(4), July/August.
Online at
http://www.educause.edu/EDUCAUSE+Review/EDUCAUSEReviewMagazineVolume44/TheReturnoftheO
pportunityManag/174201
Kotter, John P. (1995). Leading change: Why transformation efforts fail. Harvard Business Review,
March/April.
Pennington, G. (2003). Guidelines for promoting and facilitating change. Online at
http://www.heacademy.ac.uk/assets/York/documents/ourwork/institutions/change_academy/id296_Pr
omoting_and_facilitating_change.pdf
Richards, Leanne, O’Shea, John and Michael Connolly. (2004). Managing the concept of strategic
change within a higher education institution: the role of strategic and scenario planning techniques.
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4. Online at http://www.odl.rutgers.edu/e-leadership/pdf/Managing%20the%20Concept%20of
%20Strategic%20Change.pdf
Ringel, Robert L. (2000). Managing change in higher education. Assessment and Accountability Forum.
Online at http://www.intered.com/extra/jiqm/v10n3_ringel.pdf
Robertson, Chris, Robins, Alison and Robyn Cox. (2009). Co-constructing an academic community ethos
– challenging culture and managing change in higher education. Management in Education 23(1).
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