Online Strategy and Extended Chat Services for Campus
Online Strategy and Extended Chat Services for Campus Admission Websites networking with campuses to provide seven-day support for extended hours 7 am to 8 pm Monday through Friday 9 am 2:30 pm Saturdays 11 am 4:30 pm Sundays Agenda 1. 2.
Questions & Answers 2 Online Strategy Access Quality Affordability Collaboration Strategy 1: Ensure all student have online access to high quality support services.
Online Strategy Strategy 1: Ensure all student have online access to high quality support services. The Online Learning Consortium suggests that students enrolled in online education experiences should have access to three areas of support including academic (such as tutoring, advising, and library); administrative (such as financial aid, and disability support); and technical (such as hardware reliability and uptime, and help desk). While many campuses provide access to these services at a space on campus, students enrolled in online courses or programs often have unequal access to these services when participating at a distance. It is true that some campuses have developed ways to support students at a distance, but often do so under special circumstances and not as something that is a common practice. It is important for students at a distance who participate in online courses and programs to receive comparable support services as their peers who are on campus. As a system,
students have access to a handful of statewide services, include tutoring services through Smarthinking and test proctoring sites. Awareness of these services and variability of how campuses offer these services continues to be an issue for students and faculty members. See Quality Framework Access Retrieved from https://onlinelearningconsortium.org/about/quality-framework-five-pillars/ on May 12, 2017.  Online Strategy Action Step: Statewide Student Support Center (Action A) - Minnesota State will provide its institutions and their students with access to a centralized support center during extended hours managed by staff who can assist students synchronously via phone, chat, text/SMS, or web conference. Staff at this support center will supplement, not replace, the human or financial resources
campuses currently provide to their students.  See Quality Framework Access Retrieved from https://onlinelearningconsortium.org/about/quality-framework-five-pillars/ on May 12, 2017. Campus Perspectives Metropolitan State University Julio Vargas-Essex, Director of Admissions Northland Community
and Technical College Mary Fontes, Dean of Student Services North Hennepin Community College Melissa Leimbek, Director of Admission and Registration Started with admissions pages 27% of our chats were outside of normal business hours; now people can get
questions answered Reports with student information is very helpful to continue relationships with the students How does the online support center help students, veterans and
campuses? MinnState.edu Extended Hour / weekend support Success Coaching Services Campus website Coaching Skill-set with
gener al help does the online suppo rt center provid e? Success Coaching Services through
the co-branded chat What do the students see? Chat: Minnesota State Free Application Period What functionality is available? Proactive Chat Conditional Link
Member Institution logo here Chat Chat with with aa success success coach coach from from Minnesota Minnesota State
State Getting started Identify pages where you would like the Proactive Chat and/ or conditional links active Training with staff first (30-60 minutes) Share code with campus IT web staff for placement/launch Reporting Reports are sent weekly/monthly Reports are sent in excel format via
SecureFileShare (used to be called MoveITSecurely) https://securefileshare.minnstate.edu o o o o o o Last Name First Name Topic (general)
Subject (more info) Date Created Channel o Email Address o Mobile Phone o Home Phone o o o o
Street City State/Province Postal Code Getting Started Questions To explore partnering through the co-branded chat, please contact us [email protected] 1.800.456.8519
Thank you! [email protected] Toll free: (800) 456-8519 | International: +1-651-5560596 For TTY communication, contact Minnesota Relay Service at 7-1-1 or 1-800-627-3529 networking with campuses to provide seven-day support for extended hours 7 am to 8 pm Monday through Friday 9 am 2:30 pm Saturdays 11 am 4:30 pm Sundays
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