This document summarizes a study that examined whether standard expectations placed on online faculty meet student expectations. A survey was administered to 62 undergraduate students who had taken at least 5 online courses. The survey asked students about their perceptions of appropriate expectations in the areas of communication, presence/engagement, and timeliness/responsiveness. The results showed differences between faculty and student expectations in areas such as frequency of communication, participation in discussions, response times to emails/voicemails, and timely grading of assignments. The study aims to identify gaps between faculty expectations and protocols versus what students feel are appropriate standards for online instructors.

1. Do Standard Expectations Placed on Online
Faculty Meet Student Expectations?
Dr. Jeffrey Bailie
Kaplan University
School of Graduate Education
April 12, 2013

2. Criterion: Online faculty expectations protocol
were collected from 20 institutions of higher
learning located in the United States.
Expectations from the lists were grouped
according to three common fields:
• Communication
• Presence/Engagement
• Timeliness/Responsiveness.
Participants: A heterogeneous sample of 62
undergraduate students, having successfully
completed a minimum of five online courses,
was selected. Participants were not randomly
selected given the investigation relied on the use
of informed online learners.

3. Communication

4. Online faculty should be expected to initiate
email contact with each enrolled student:
 One month prior to the term start.
 One week prior to the term start.
 One day prior to term start.
 Email contact prior to the term start should
not be an expectation.

5. Online faculty should be expected to initiate
email contact with each enrolled student:
 One month prior to the term start 6%
 One week prior to the term start 41%
 One day prior to term start 50%
 Email contact prior to the term start should
not be an expectation 3%

6. Online faculty should be expected to place a
welcome telephone call to each student:
 The week before the course begins.
 During the first week of the course.
 Only when requested to do so by a student.

7. Online faculty should be expected to place a
welcome telephone call to each student:
 The week before the course begins 12%
 During the first week of the course 23%
 Only when requested to do so by student
65%

8. Online faculty should be expected to preface
new units of instruction with an announcement
delineating learning objectives and due dates:
 A day prior to the start of the new unit.
 The day of the start of the new unit.
 Announcements to preface the units should
not be an expectation.

9. Online faculty should be expected to preface
new units of instruction with an announcement
delineating learning objectives and due dates:
 A day prior to the start of the new unit 53%
 The day of the start of the new unit 44%
 Announcements to preface the units should
not be an expectation 3%

10. Online faculty should be expected to include
personal imagery in their welcome messages:
 For each course they teach.
 As they deem appropriate.
 Only when students are expected to do so.

11. Online faculty should be expected to include
personal imagery in their welcome messages:
 For each course they teach 27%
 As they deem appropriate 53%
 Only when students are expected to 20%

12. Presence & Engagement

13. Online faculty should be expected to access
their course at a frequency of not less than:
 Once a day, seven days a week.
 Once a day, except weekends.
 2 – 3 times per week.
 At least once a week.

14. Online faculty should be expected to access
their course at a frequency of not less than:
 Once a day, seven days a week 56%
 Once a day, except weekends 25%
 2 – 3 times per week 14%
 At least once a week 5%

15. Online faculty should be expected to actively
participate in discussions:
 At least one day during the week.
 2 – 3 days per week.
 On a daily basis.

16. Online faculty should be expected to actively
participate in discussions:
 At least one day during the week 5%
 2 – 3 days per week 53%
 On a daily basis 42%

17. Online faculty should be expected to engage
in discussions:
 Only when they are directly asked a
question.
 On a regular basis, consistent with the
activity.
 With at least half of the students each
week.
 With each student during each unit.

18. Online faculty should be expected to engage
in discussions:
 Only when they are directly asked a question
7%
 On a regular basis, consistent with the activity
43%
 With at least half of the students each week
24%
 With each student during each unit 26%

19. Online faculty should be expected to maintain
office hours:
 Each business day.
 Each week.
 By appointment.
 Only as they deem appropriate.

20. Online faculty should be expected to maintain
office hours:
 Each business day 12%
 Each week 38%
 By appointment 48%
 Only as they deem appropriate 2%

21. Timeliness/Responsiveness

22. Online faculty should be expected to respond
to email inquiries from students:
 Within 72 hours of receipt.
 Within 48 hours of receipt.
 Within 24 hours of receipt.
 Within 12 hours of receipt.

23. Online faculty should be expected to respond
to email inquiries from students:
 Within 72 hours of receipt 7%
 Within 48 hours of receipt 9%
 Within 24 hours of receipt 32%
 Within 12 hours of receipt 52%

24. Online faculty should be expected to respond
to student voicemail inquiries:
 Within 72 hours of receipt.
 Within 48 hours of receipt.
 Within 24 hours of receipt.
 Within 12 hours of receipt.

25. Online faculty should be expected to respond
to student voicemail inquiries:
 Within 72 hours of receipt 8%
 Within 48 hours of receipt 10%
 Within 24 hours of receipt 42%
 Within 12 hours of receipt 40%

26. Online faculty should be expected to return a
graded “minor” assignment (discussions, 3-5
page papers):
 “In a timely fashion.”
 Within two weeks.
 Within one week.
 Within three days.

27. Online faculty should be expected to return a
graded “major” assignment (final project, 6+
page papers, team projects):
 “In a timely fashion.”
 Within two weeks.
 Within one week.
 Within three days.

28. Discussion

29. Thank You
Contact:
Dr. Jeff Bailie
Jbailie@kaplan.edu
605.430.0509