The Issue of Retention Online With increasing numbers of colleges and universities offering online courses (Green, 2001), there is growing concern with what seems to be a significantly higher dropout rate in online courses than those reported in traditional face- to-face classes. A recent report in the Chronicle of Higher Education indicated that dropout rates in online courses may be between 20 and 50 percent, which is 10 to 20 percent higher than those reported for face-to-face classes. McVay (2002) also found numerous studies that said rates may be as high as 30 to 75%. Either way, the statistics are alarming.

The Issue of Retention Online In a number of studies, there was evidence that a higher percentage of students participating in a distance learning course tended to drop out before the course was completed compared to students in a conventional classroom. The issue of student persistence is troubling because of both the negative consequences associated with dropping out, and the fact that the research could be excluding these dropouts—thereby tilting the student outcome findings toward those who are “successful.” (IHEP, 1999, p. 11).

The Issue of Retention Online This high dropout rate is not unique to higher education either. Zielinski (2000) reported similar findings in many corporate web-based training courses.

Looking for Root Causes Technology problems and lack of adequate support were frequently reported by students as a source of frustration. High numbers of online students reported spending long periods of time resolving technical problems. Most felt this was wasted time that should have been spent working with the course materials.

Looking for Root Causes Lack of experience with online learning and a lack of initial guidance from the instructor also proved to be a source of aggravation for many students who were new to online instruction. Students were not made comfortable in this new learning environment and often were reluctant to ask for help from their instructors.

Looking for Root Causes Poor communication and the lack of timely feedback from their instructor was also a major source of dissatisfaction for online learners. Students did not always receive constructive and meaningful feedback in a reasonable timeframe. Often the feedback they received was vague or lacked the guidance and clarification they sought.

Looking for Root Causes Bischoff (2000) also reported additional issues as contributing to the high rate of attrition in online classes including the feeling of isolation, the accelerated pace, and competing responsibilities. This study also found technical issues were often a contributing factor for online students not completing their courses.

Looking for Root Causes Zielinski (2000) found causes reported by trainees dropping out of corporate online training programs that were similar to those reported in higher education but also found a unique reason reported by the corporate trainees that may offer a different explanation for their high dropout rate. Many trainees reported that they only took the content they actually needed from an online course and skipped over the rest of the material or discontinued the training when they felt they had learned all they needed to learn.

Suggestions for Reducing the Barriers to Successful Completion Technical problems are inherent in any technology-based system. A knowledgeable and easily accessible helpdesk that can help students overcome many of the technology frustrations associated with getting started online is essential. Students need to be informed of how they can get assistance and that help must be readily available at times students are most likely to be using the system. This often means multiple shifts of helpdesk staff but it is critical to the success of any online program.

Suggestions for Reducing the Barriers to Successful Completion McVay (2000) also found that requiring students taking online courses to complete a student orientation program drastically reduced the dropout rate. McVay (2000) writes, "In courses averaging student drop-outs ranging from percent the rate was reduced to 8-15 percent" (p. 13). This is a dramatic decrease in the dropout rate.

Suggestions for Reducing the Barriers to Successful Completion A short face-to-face orientation for all students in an online class has also seemed to have a positive effect on retention in online classes. It establishes a connection with the instructor and classmates, eases some of the initial fears for students new to online learning, and alleviates many of the technical problems associated with getting started online. NYIT is also in the process of developing an online tutorial for students that explains the mechanics of using the system as well as the new responsibilities students accept when they take courses online.

Suggestions for Reducing the Barriers to Successful Completion McVay (2002) also reported a number of other strategies that helped increase retention including consistent access to the Internet, tutoring services, readily accessible communication channels and clearly established procedures for assignment submission.

Suggestions for Reducing the Barriers to Successful Completion Strategies suggested to overcome the isolation factor reported in McVay (2002) and Bischoff (2000) include building a sense of community using such mechanisms as a student chat room or a discussion board where students can post personal biographies.

Suggestions for Reducing the Barriers to Successful Completion A photo gallery of student names and pictures may also relieve some of the feeling of isolation. Using a phone call to students prior to the start of the semester is a way to establish a more personal connection to the student.

Suggestions for Reducing the Barriers to Successful Completion The timeliness of feedback provided to the students is an important factor that only the instructor can control. Online instructors need to set aside regular blocks of time to review and evaluate student work. They should establish reasonable expectations for how quickly graded work will be returned to the student and they should try to maintain those targeted response times. Response to student questions online in a timely manner is also extremely important. Students should be able to get a response to a query in a timeframe that will allow them to continued making progress in the course.

Suggestions for Reducing the Barriers to Successful Completion The issue of competing responsibilities is one that only the student can control. However, institutions of higher learning can assist students in deciding if online courses are appropriate for them. All too often at the writer's institution, students sign up for an online course because they think it will be more convenient and less work or because they are too busy to take a face-to-face course. In fact, rarely is the online course less work and often requires more of the student's time than a face-to-face class might take.

Suggestions for Reducing the Barriers to Successful Completion Students often spend more time completing work online than they would in a comparable face-to-face section where the instructor is providing a great deal of the pace of the instruction. In the online environment, students are much more responsible for their own progress through the course materials. Schools should make sure students registering for online courses understand the change in roles and that they are prepared to handle the additional responsibilities.

Suggestions for Reducing the Barriers to Successful Completion Allison Rossett (2000), a professor of educational technology and frequent contributor to A.S.T.D.'s Training magazine, reported in a recent article, that she too had become part of the online dropout population. In her reflections on her own personal reasons for dropping out, she writes: The things that made me a dropout are the same things that make the Web so compelling. The beauty of "anywhere, anytime, whenever you want," too readily turns into not now, maybe later, and often not at all... In my pajamas, near computer, phone, refrigerator, cats and pals, it was just too easy to do everything except my Web class. (p.99).

Suggestions for Reducing the Barriers to Successful Completion Several of the writer's own students reported anecdotally that they preferred the discipline of having to attend a class at a specific time in a specific location. This forced them to schedule time to complete assignments before the next class. It is much easier for students to "hide" in the online environment and fall behind in their work because they do not have to "face" the instructor on a regular basis.

Suggestions for Reducing the Barriers to Successful Completion Other students seem to thrive online. They enjoy the flexibility of the schedule, manage their time well, keep up with their assignments, contribute to discussions and share resources with other students. One of the secrets to increasing retention may be providing better advisement that helps students select the mode of instruction that is matched to the way they learn best. Online learning can be a wonderful alternative to traditional face-to- face classes but it is no for everyone.

References Bischoff, A. (2000). The elements of effective online teaching: Overcoming the barriers to success, in K.W. White & B.H. Weight (eds.), The online teaching guide: A handbook of attitudes, strategies, and techniques for the virtual classroom. Needham Heights, MA: Allyn & Bacon. Green, K. (2001). The 2001 Campus Computing Project Report. Encino, CA: Campus Computing. Institute for Higher Education Policy (1999). What's the Difference? Retrieved July 31, 2001 from McVay Lynch, M. (2000). Developing a web-based distance student orientation to enhance student success in an online bachelor's degree completion program. Doctoral dissertation: Nova Southeastern University. McVay Lynch, M. (2002). The online educator: A guide to creating the virtual classroom. New York: RoutledgeFalmer. Rossett, A. (2000). Confessions of an e-dropout. Training, 37(8), Zielinski, D. (2000). Online? Training, 37(3),