I've been reading the chapter on call centers in distance education in Terry Anderson's recently updated The Theory and Practice of Online Learning. As we've developed our online offerings in the College of Education, I'm not sure how much we've developed systems for tracking and supporting online students. I think each of our programs has its own contact point. We have information on the web, but I am not sure how complete it is on the web and how easy it is to access.
Lastly, I wonder if we are logging the contacts made by students to see the distribution of questions. We could start developing knowledge about the systems and figuring out ways to improve services and perhaps reduce staff time for these important tasks.
What can I do? I can ask questions. Maybe share the chapter from the book.
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