One of the main advantages of online learning modalities, both 100% online and hybrid, is that it provides students with the flexibility to learn entirely or partially on their own time, wherever it is most convenient to them. However, online options also limit some of the on-campus interactions that can contribute to student retention. This learning environment makes student support critical for institutions providing online education that are concerned about retaining students.
There is growing evidence that frequent touchpoints from dedicated support professionals can contribute to positive retention trends.
“In the virtual world, students can’t just walk into an advisor’s office,” said Sam Kerce, Bisk’s Assistant Vice President for Student Success. Regular communication by phone, email and text “makes them feel connected,” she explained. “It’s an extension of the university experience.”
These personal relationships are most effective when they’re driven by data. For example, student support professionals with access to data about attendance can help proactively flag students who are at a high risk of dropping out, which could translate into a student dropping out — which affects the university’s reputation and revenue streams.
Student testimonials provide corroboration. Many Bisk students have said that regular communication from a dedicated support professional provided them with the encouragement and confidence to remain enrolled and complete their degrees.
“All this would not have been possible without my Student Success Coach, Mr. Jason Carey,” said Gobivenkata Balaji, a physician who earned an MBA with a specialization in Healthcare Management from Florida Tech.
“Mr. Carey guided me in choosing my courses, getting the course materials. He was there with me from the initial days of the program until after I completed the course,” Balaji continued. “Such support from the staff makes Florida Tech’s online programs successful.”
“My guidance counselor, Danny Oliver, was there for me throughout…” said Steve Deighton, who earned a bachelor’s in Business Administration from Michigan State University. “[He] always was positive and kept me focused on achieving my 4.0 GPA.”
Elizabeth Messineo, who earned a bachelor’s in Psychology/Marriage Therapy and Family Counseling from New England College, said she is most grateful for emotional support.
“My student services representative, Kimberly Williams, is not only excellent at what she does, but she cares about what she does,” she said. “I believe that that type of support makes it so much better; if I had a meltdown or I had anxiety one day, and I called Kim, she would be like, ‘Take a deep breath. It’s gonna be fine. You’ll get through this.’”
Eric Feldstein, who received a Certificate in HR Management from Villanova University, said he appreciated how his support professional kept him on track.
“My Bisk rep was always able to answer any questions I had in a timely manner,” he said. “She also would assist me by mentioning any other programs that I might benefit from. Payments, timeframes, and questions about specific courses were all answered clearly, and I felt confident that I was getting the most out of the program thanks to her.”