Learner Support

Technical support for students differs from institution to institution. Technical support includes information about such topics as how to log in, how to use the software, and how to upload files. It does not include help with course content, assignments, or academic or student support services (see Standards VII.2 and VII.3 below).

Look for evidence that students have access to technical support services from within the course. The purpose is not to review the adequacy of those services on an institutional level.

Quality Matters Suggestions:

1. A clear description of the services, including a link to a technical support website
2. An email link to an online learning helpdesk
3. A phone number for an online learning helpdesk

Academic support for students, and the scope of what academic support entails, differs from institution to institution. For the purposes of review, academic support includes access to library resources, readiness assessment, testing services, tutoring, a writing center, a math center, supplemental instruction programs, and teaching assistants.

Look for evidence that students have access to academic support services from within the course. The purpose is not to review the adequacy of those services on an institutional level.

Quality Matters Suggestions:

1. A clear description of the academic support services and how to access them
2. A link to the academic support website, along with a definition of academic support

Student support services, and the scope of what such support entails, differ from institution to institution. For the purposes of this review, student support services include advising, registration, financial aid, student life, counseling, etc.

Look for evidence that students have access to student support services from within the course. The purpose is not to review the adequacy of those services on an institutional level.

Quality Matters Suggestions:

1. A clear description of student support services and how to access them
2. A link to the student support website, along with a definition of student support services

Students access to tutorials and help files related to writing, technology, research, etc. differs from institution to institution.

This item does NOT refer to:

1. Students getting help from another person
2. Tutorials and resources specifically related to course content

Look for evidence that students taking the course DO have access to those support services from within the course, for example, a clear description of the tutorials available and how to get them.