1. Aspects of Student Support Dr Janet Haresnape (Staff Tutor, Science) Dr Daphne Chang (Staff Tutor, Mathematics, Computing and Technology) The Open University

2. A challenging activity How does it feel to be a distance learning student faced with a challenging activity?

3. Students need support for... Academic, course-related difficulties Administrative problems, e.g. registration, transcripts, timetable, receipts, fees, etc. Emotional and social problems Special needs (e.g. disabled students, chronic health problems, dyslexia, etc)

4. The student journey Awareness Consideration Decision Orientation Preparation Study Revision Reflection Pre course On course

5. Pre course Enquirer Student Registration & Enquiry Service Partners Publications Students and alumni Advisory Staff Website Financial support

6. Learner Support/ Advisory Staff Learner support on course Student Course Local Tutor Peers

7. Academic on-course support at the OU: Central course team facilitate online forums 7,700 Local Tutors support 200,000 students 10,500 contracts to process every year Local Tutors work from home, part-time 65% also work for another employer 26% work full time in another University Offer online and telephone support, online and face-to-face tutorials and practical sessions Mark written continuous assessments, give detailed feedback and advice

8. Learner Advisory Service Advisory staff provide information, advice and guidance to students and enquires Queries may involve range of topics: study support issues, questions about course choice, credit transfer, etc. Range of media: face to face, telephone, email, skype, video conferencing Combine both reactive and pro-active services Out-of office hours advice line service

9. Students may drop-out or fail because: 1.‘Wrong’ choice of course (not enough information?) 2.Initial engagement with staff was unsupportive 3.Submission of first assignment was too intimidating 4.Lack of awareness of sources of support 5.No-one identified or responded to warning signs that a student is struggling and not progressing 6.Lack of systematic review of support services and areas of risk for student retention and progression Identify Areas of Risk

10. GUIDELINES FOR OPEN AND DISTANCE LEARNING IN NIGERIAN UNIVERSITIES by NATIONAL UNIVERSITIES COMMISSION In what ways are you meeting the guidelines? What are the challenges in meeting the guidelines?

11. Action Staffing Processes resources StrengthsWeaknessesRisks 1 2 3 4 5 6 Develop and Implement an Action Plan