The Online Learning Student Experience: Expanding the Reach of a World Class Education

The Online Learning Student Experience:Expanding the Reach of a World-Class Education

Rob Robinson, Ph.D.

8 April, 2013

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Agenda

• Today’s Student Experience• The Institutional Commitment to Quality• Partnering for Success

Today’s Student Experience Landscape

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The Technology Evolution

TRAVEL MEDICINE LIGHTING COMMUNICATIONWARFARE

Source: GSV Advisors

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Education Then

Education is Now This…

…AND is Now This, Too!

• Online delivery expands options for students

• Online delivery increases the reach of your institution

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PASSIVEACTIVE

Involved Parent

Faculty Staff

A Dramatic Shift in Customer Service

Student

Institution

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Higher Expectations

of students cited the lack of these

as reasons

for dropping out

78%

Source: Pew

① Customer Service

② Immediacy

③ Personalization

④ Connection

Quality Online Academic Provision

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The Innovation Imperative

• Tailor delivery to student demand• Leverage assets across modes• Clear, specific message to each market

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Components of Quality Online Provision

Vision & Strategy

Opportunity & Capabilities Analysis

Business & Financial Modeling

Operations Design & Reporting

Management & Governance

Program Design

Faculty Training & Development

Instructional Design

Course Development & Delivery

Faculty Support

Solution Design & Development

Learning Management Systems & Partners

Social Learning & Collaboration

Systems Integration

Security & Compliance

Market Research

Brand & Marketing Strategy

Creative Development

Promotion & Lead Generation

Admissions Support & CRM

Enrollment & Financial Aid Support

Registration & Orientation Support

24X7 Help Desk

Retention & Student Success

Career Placement

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Vision & Strategy

Opportunity & Capabilities Analysis

Business & Financial Modeling

Operations Design & Reporting

Management & Governance

Planning & Development

Develop an institutional charter which outlines the vision, objectives, guiding principles and quantitative, time-bound goals

Examine institutional capacity to realize the vision, identify gaps, make recommendations and co-develop a plan to implement

Review existing budget model, develop options and recommendations for growth and update financial modeling as required

Develop a detailed design and plan for the phased implementation of organizational structure & staffing, business processes and reporting

Establish management and governance structures and policies to • provide for continual alignment, execution, and control against plan• provide mechanism for input from and outreach to stakeholders • provide an escalation mechanism to secure resources and solve problems

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Breakout: Organizational Structures

Decentralized• Organically grown• Duplicative functions• Specialized support• Tight integration with faculty• Field of Dreams marketing

approach Centralized• Under CAO or CIO• Designed for operational

efficiency• Templatized production model• Active marketing approach

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Program Design

Faculty Training & Development

Instructional Design

Course Development & Delivery

Faculty Support

Curriculum & Courses

Align pedagogical approach, course structure and delivery methods to specific learner population

Provide effective practices through training regarding instructional design, technology, and online teaching

Review course learning outcomes and finalize course delivery tools, templates, and approaches

Source appropriate content, build courses, staff, deliver and continually review and refine

Respond to faculty technical and pedagogical questions and needs in a time-sensitive fashion.

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Breakout: Content Strategies

• Faculty as SME “hand crafted”

• Publishers/Commercial Content

• Open Educational Resources

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Solution Design & Development

Learning Management Systems & Partners

Social Learning & Collaboration

Systems Integration

Security & Compliance

Enabling Technologies

Document process design and workflow requirements and develop a

solution architecture schematic designImplement, configure and manage the appropriate components of educational technology ecosystem

Define, implement and evolvesocial learning and collaboration

technologies and services Develop integration requirements and integrate core learning, support and enterprise systemsDefine and implement security, identity

and data management processes to conform to policy, and comply with

regulations and standards

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Breakout: Enabling Mobile Learning

• Rethink content and pedagogical strategies• Assessment and authentication issues

• Expand the learning opportunities• BYOD = non proprietary

• Screen Optimized• LMS driven

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Market Research

Brand & Marketing Strategy

Creative Development

Promotion & Lead Generation

Admissions Support & CRM

Marketing & Recruiting

Identify target prospective segments and market assessment to develop competitive program offerings

Develop overall brand strategy and marketing plan to drive awareness and convert prospect enquiries

Develop creative components for the online programseg. microsites, advertisements, marketing collateral, etc.

Develop and deliver promotional campaigns to generate awareness, drive enquiries and identify prospects

Contact leads, communicate requirements, Q&A,assess prospective applicants and encourage

qualified candidates to complete process

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Breakout: Marketing to the Online Student

• It’s a different demographic• They search online for online programs• Successful campaigns must lead to high-touch

and timely follow-up• Understand the costs!

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Student Support

Enrolment and financial support inbound and outbound communications to facilitate conversion of admitted students into enrolled students.

Registration communications to course/module choice, payment, online orientation, technical set up, troubleshooting and success planning

Student assistance with technical support issues through self-help, live support advisors and advanced problem resolution.

Equip students with skills, resources, and support services to achieve their academic, personal and professional development plans

Career advisory services to prepare students for professional success

Enrollment & Financial Aid Support

Registration & Orientation Support

24X7 Help Desk

Retention & Student Success

Career Placement

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Breakout: Student Lifecycle Support

PeopleProcess

Tools

From marketing

and lead generation, through admissions, Enrollment, advising,

retention, to graduation…

The student experience is defined by what happens in

ANDout of the classes and programs

Blackboard as Strategic Partner

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OPM: Example of Shared Activity

Vision & Strategy

Opportunity & Capabilities Analysis

Business & Financial Modeling

Operations Design & Reporting

Management & Governance

Program Design

Faculty Training & Development

Instructional Design

Course Development & Delivery

Faculty Support

Solution Design & Development

Learning Management Systems & Partners

Social Learning & Collaboration

Systems Integration

Security & Compliance

Market Research

Brand & Marketing Strategy

Creative Development

Promotion & Lead Generation

Admissions Support & CRM

Enrollment & Financial Aid Support

Registration & Orientation Support

24X7 Help Desk

Retention & Student Success

Career Placement

Institution Blackboard Shared

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…delivered by the largest,most experienced team in education

…delivered by the largest,most experienced team in education

…coupled with the industry’s mostexpansive array of content

…coupled with the industry’s mostexpansive array of content

Education’s most proven technologyEducation’s most proven technology

Questions?