This document summarizes student support provided by the Open University. It discusses the changing qualifications of students, the blended support model using various channels, key stages of the student journey, the learner support framework and activities at each stage, online information and advice, social media support, and quality assurance of support.

1. Student support
at the Open University
Christina Lloyd
Director, Teaching and Learner Support

2. Entry qualifications of new UK
undergraduates
1999/00 2004/05 2009/10
Below standard
38.8% 34.3% 51.0%
HE entry
Standard HE
19.1% 19.7% 8.1%
entry
HE qualification 33.5% 33.4% 30.9%
Unknown 8.6% 12.7% 10.0%

3. Teaching and student support
Associate Module
Lecturer Materials
Student
Peers
Student
Services

4. Blended student support
• Information, advice, guidance and student support
provided through a mix of print, telephone and limited
face-to-face
• Now a networked university – almost all students online
except access modules
– 97% students have supplied a preferred email
– 80% assignments submitted online

5. The student journey
The student journey captures the main stages of the student
experience from first enquiry through to completion of their
studies
New student
Reflection
Exploration Consideration Decision Orientation
Preparation Study Consolidation Completion
Re- Decision Transition
consideration
Continuing student Reflection
The Student Journey

6. Learner Support Framework
Student Journey KEY ACTIVITIES
Exploration
1. Module and programme information, advice and
Consideration
guidance
Decision
Orientation 2. Pre-course support
Preparation 3. Development of generic studentship skills
4. Study support
5. Support for assignments
Study
6. Mid-module support
7. Careers information, advice and guidance
Consolidation 8. Examination & end of course assessment support
Reflection
9. Support for progression
Completion

7. Online information, advice & support:
Entry
• OU website – Study at the OU
• Diagnostic to help choose first module
• Open educational resources – Open learn, You Tube,
iTunes U
• Telephone and e-mail links to advisory staff
• Online registration

10. Online information, advice & support:
Study
Range of resources available from Student Home
• Help Centre – information, frequently asked questions
• Induction
• Study Skills
• Careers
• Disability

15. Messages and Forums
• E-messages sent at key points during study: welcome,
one week in, mid-module, revision, end of module
• Programme of student support forums: induction, study
skills, course choice, careers, disability,

18. Social media
• Facebook
• Twitter
• Second Life

22. Quality assurance of student support (1)
– Module/Programme design
• External advisers on course teams and examination
boards
• Quality Assurance Agency subject benchmarks and
programme specifications
• Institutional audit
• Student feedback: end of module surveys

23. Quality assurance of student support (2)
– Student Services & Support
• External quality frameworks and accreditation – eg
Matrix
• Student Satisfaction – National Student Surveys
• Internal review
• Learner Support Framework targets and KPIs
• External and internal quality assurance arrangements
such as the Unit contribution to Institutional Audit,
discipline audit trails and periodic review

24. Quality assurance of student support (3)
– Associate Lecturers
• Induction and staff development
• Monitoring of assignments;
• Turnaround time and spread of grades monitored
for consistency and equity across the UK
• Visiting face-to face sessions and online forums
• Student feedback: DALS
• Review with line managers

25. Thank you for your attention.
Any questions?
Dr Christina Lloyd
Director, Teaching and Learner Support
The OU UK.
C.k.lloyd@open.ac.uk