Embanet SuccessLetter: When the Help Desk Is Not Just a Help Desk, But Instead, A Retention Tool for Online Programs.
This article (pointed to in the RSS feed that I get), will, I think ring true for many students on the MSc in eLearning Technologies …
As institutions look to recuperate time, effort and capital for online programs, the quest to keep students in seats can often be taken to extremes, including sophisticated electronic tracking of student behavior, training for staff and even rebuilding of online courses.
While these tools can be useful, most institutions overlook the most powerful retention tool – an effective help desk. Unfortunately, many help desks have earned a deservedly negative reputation over the years. Horror stories of people being made to feel ‘stupid’ or not even having their question answered, still echo.