Abstract
For every student cohort that registers for an online program, some will persist through to graduation while a good number will drop out. Studies continue to investigate the phenomena of persistence and dropout without consensus to the solution. However, student support has been shown to impact positively on a student's decision to stay for the duration of the program. Students of online/blended learning formats lack the advantage of socio-physical motivation. Therefore, they require support that constantly reassures them of peers, teachers, and university presence throughout the duration of the program. At every stage in the life of the program, the student will require specific support which are herein referred to as components of student support. They include student support during recruitment, registration procedures, registration requirements, orientation, study skills training, technology, learning materials, counselling and mentorship, communication and interactions, feedback, regional centers, library, students' association, and representation.
TopStudent Support: Critical Stages
The student’s academic journey from registration through to graduation is referred to as the student walk/student life cycle/academic journey (Subotzky & Prinsloo, 2011; UNISA, 2010; Ryan, 2004). Some universities have critical points / stages at which support is provided, others scaffold the services transitionally within the academic program without stops, while others make a blend of the two approaches. Whichever, the approach, critical stages are acknowledged (Ryan, 2004). They include; the time when the student is thinking of possibilities for study, questions on the credibility and integrity of the institution, program information, self-evaluation, decision-making and career choices, enrolment and registration, payment and funding options, preparation for study, technical coaching and help, studying, motivation, re-registration, course progression, teaching and learning, contact sessions, technology student services, support and feedback strategies, graduation and alumni. Qakisa-Makoe (2005) and UNISA (2010) categorize the stages/phases of student support into three:
- 1.
Entry phase support also referred to as the pre-course phase;
- 2.
Teaching and learning support phase also referred to as the during-course phase and;
- 3.
Exit support phase also referred to as the post-course phase.
Within these phases, numerous activities that provide student support should be integrated (UNISA, 2010);