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If they come, will we build it?

If they come, will we build it?. Serving our online student population. Agenda. Who attends on line classes or degree programs? What are the needs of online students? How do you meet the needs of online students? Why is the service received by the group of students so important?.

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If they come, will we build it?

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  1. If they come,will we build it? Serving our online student population.

  2. Agenda • Who attends on line classes or degree programs? • What are the needs of online students? • How do you meet the needs of online students? • Why is the service received by the group of students so important?

  3. Online Students, who are they? • The students in your online programs will vary by program and institution. • Each will be motivated by their own reason for seeking a degree.

  4. Online Students – who are they? • Traditional college age students. • Students returning to complete a degree program. • Students changing professions. • Students with professional experience and the expectations of the service they should receive.

  5. What are the needs of an online student? • Any service we offer to students in our seated programs, should be available to the students in our online programs. • An online student will struggle with understanding the Financial Aid process as much as any other student. • Since many online students are not entering college directly from high school, they will likely have additional demands on their time.

  6. Principles of service The principles of service are the same for all departments and student types. • Provide accurate and complete information • Know the policies and regulations – the whole process • Listen, listen, listen • Respond and act promptly • Follow through and follow up • Be accessible and flexible • Exceed their expectations • Project a positive, customer-oriented attitude • Personalize the service • Work as a team.

  7. How do we meet the needs of our online student population? • Expect online students to require services through the same mode of delivery all your other students use • Expect to create additional modes of delivering existing services • Expect online students to walk in, call, explore online options • Expect online students to be more willing to research what options are available and ask more probing questions.

  8. How do we meet the needs of our online student population? • Expect online students to have demands other than school • Expect offer options for reducing the stress of juggling college, work and family • Expect online students to have the need of service at times other than your published hours of operation.

  9. Why is serving our online population so important? • We have all seen the numbers, enrollment increases are coming in the form of adult learners returning to school. Serving this population is how we will build our future success. • The adult learners are also the parents of future traditional age students, good service will build good will for future enrollment and retention of their children.

  10. Questions Katrina Lee, University of Mount Olive klee@umo.edu

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