Developing an Online Developing an Online Tutoring ProgramTutoring Program

Deborah Hardwick, Interim Deborah Hardwick, Interim ManagerManager

Houston Community CollegeHouston Community College

Online Tutoring ProgramOnline Tutoring Program

Developing an Online TutoringDeveloping an Online TutoringProgramProgram

Once you start thinking about an Once you start thinking about an online tutoring program, myriad online tutoring program, myriad decisions have to be made. The decisions have to be made. The purpose of this module is to walk you purpose of this module is to walk you through the decisions to find the best through the decisions to find the best solution for your institution.solution for your institution.

But first, an introductionBut first, an introduction

Houston Community College operates what Houston Community College operates what is probably the largest content in-sourced is probably the largest content in-sourced online tutoring program in the country.online tutoring program in the country.

We offer online tutoring at all levels of math, We offer online tutoring at all levels of math, biology, chemistry, physics, and English; for biology, chemistry, physics, and English; for papers in all disciplines; and two-tier papers in all disciplines; and two-tier tutoring in psychology.tutoring in psychology.

We out-source the technology and in-source We out-source the technology and in-source the content.the content.

I manage the HCC online tutoring program.I manage the HCC online tutoring program.

We currently serve about 15% of the We currently serve about 15% of the 55,000 students enrolled in the 55,000 students enrolled in the institution, and that number keeps institution, and that number keeps growing.growing.

Typically, we respond to 1,000 – 1,300 Typically, we respond to 1,000 – 1,300 student submissions per month.student submissions per month.

We have 23 tutors.We have 23 tutors. We provide tutoring 24 / 7/ 365.*We provide tutoring 24 / 7/ 365.*

24 / 7 / 36524 / 7 / 365

Because we offer access to the Because we offer access to the asynchronous parts of our program 24 asynchronous parts of our program 24 hours a day, and because I have several hours a day, and because I have several insomniacs on my tutoring staff, we have insomniacs on my tutoring staff, we have an average turn-around time of 6.5 hours an average turn-around time of 6.5 hours for student papers and other submissions.for student papers and other submissions.

We work through breaks because students We work through breaks because students are studying then, and since we offer mini-are studying then, and since we offer mini-terms between long semesters, we are terms between long semesters, we are available all the time. available all the time.

A WarningA Warning

This is a long presentation, but This is a long presentation, but developing an online tutoring developing an online tutoring program from scratch is a complex program from scratch is a complex process.process. We jumped in and made many decisions We jumped in and made many decisions

as we went along. That is NOT the best as we went along. That is NOT the best way!way!

A CommercialA Commercial

I will be presenting I will be presenting The Ins and Outs and The Ins and Outs and Ups and Downs of Online TutoringUps and Downs of Online Tutoring at the at the ATP conference in St. Louis. ATP conference in St. Louis.

I’m also doing a round-table discussion on I’m also doing a round-table discussion on developing a program at the League for developing a program at the League for Innovation conference in Denver in early Innovation conference in Denver in early March. March.

Please join me at either or both Please join me at either or both conferences if you are considering conferences if you are considering developing a program.developing a program.

DefinitionsDefinitions

Before we begin, let’s take a few Before we begin, let’s take a few minutes to agree on a common minutes to agree on a common vocabulary. Some terms are used in vocabulary. Some terms are used in their generally accepted meanings their generally accepted meanings while others have specific definitions while others have specific definitions in the online world.in the online world.

Online TutoringOnline Tutoring

The provision of academic and/or The provision of academic and/or work force content support through work force content support through electronic media rather than through electronic media rather than through face-to-face communication.face-to-face communication.

Tutors can work from home in their Tutors can work from home in their robes and fuzzy slippers, as can robes and fuzzy slippers, as can students. Others work from vacation students. Others work from vacation spots. spots.

Synchronous Online TutoringSynchronous Online Tutoring

Chat rooms and Instant Messaging Chat rooms and Instant Messaging are examples of real-time online are examples of real-time online tutoring. tutoring. Tutors and students Tutors and students communicate in an communicate in an electronic form electronic form of conversation. of conversation.

In chat rooms, one or several In chat rooms, one or several students may be present, with or students may be present, with or without a tutor.without a tutor.

Asynchronous Online TutoringAsynchronous Online Tutoring

This is a delayed response form of This is a delayed response form of online tutoring. Students submit online tutoring. Students submit papers and / or questions, tutors papers and / or questions, tutors answer them, and students retrieve answer them, and students retrieve the responses later. It is the most the responses later. It is the most common, cost-effective, and efficient common, cost-effective, and efficient form of online tutoring.form of online tutoring.

Open-Read Message BoardsOpen-Read Message Boards

This is an online communication This is an online communication system in which anyone with access system in which anyone with access to the system can read and respond to the system can read and respond to questions and answers.to questions and answers. It is useful when tutors wish to post It is useful when tutors wish to post

review materials for many students.review materials for many students. It is also useful for information that It is also useful for information that

many students may be interested in.many students may be interested in.

Private Online CommunicationPrivate Online Communication

Most communication in online Most communication in online tutoring is in private communication, tutoring is in private communication, similar to e-mail, between the tutor similar to e-mail, between the tutor and student. and student. PrivatePrivate here means that other students here means that other students

cannot read the information, but cannot read the information, but supervisors and other tutors MAY be supervisors and other tutors MAY be able to, depending on the technology able to, depending on the technology you use. you use.

OutsourcingOutsourcing

This is the purchase or use of This is the purchase or use of technology or content from an technology or content from an outside vendor.outside vendor. Some textbook publishers now provide Some textbook publishers now provide

online tutoring for students using their online tutoring for students using their books.books.

Other sources are purchased by the Other sources are purchased by the institution.institution.

InsourcingInsourcing

The opposite of outsourcing is The opposite of outsourcing is providing the technology and/or providing the technology and/or content from institutional resources. content from institutional resources.

TechnologyTechnology

The form of electronic service that will The form of electronic service that will be used depends on many factors. be used depends on many factors. Servers, operating systems, and archival Servers, operating systems, and archival systems all need to be considered. systems all need to be considered.

Add-ons must be considered, depending Add-ons must be considered, depending on the technology you choose. We use on the technology you choose. We use cyber-tablets for math and science cyber-tablets for math and science tutors and macro toolbars for English tutors and macro toolbars for English and math. and math.

ContentContent

Who actually provides the tutoring is Who actually provides the tutoring is the most important factor in the the most important factor in the success or failure of an online success or failure of an online tutoring program.tutoring program.

The amount of help given must be The amount of help given must be pre-determined.pre-determined.

DecisionsDecisions Shall we offer online tutoring?Shall we offer online tutoring? What will we tutor?What will we tutor? Who will we tutor?Who will we tutor? Who will tutor?Who will tutor? Will we in- or out-source the technology?Will we in- or out-source the technology? Will we in- or out-source the content?Will we in- or out-source the content? Who will be responsible for online tutoring?Who will be responsible for online tutoring? What administrative structure do we need?What administrative structure do we need? How will we convince students and teachers to How will we convince students and teachers to

use the system?use the system? How do we measure its effectiveness?How do we measure its effectiveness?

Why Should We Offer Online Why Should We Offer Online Tutoring?Tutoring?

In today’s world, online communication In today’s world, online communication makes possible solutions to problems that makes possible solutions to problems that were unsolvable just a few years ago.were unsolvable just a few years ago.

College students today, especially in College students today, especially in community colleges, lead incredibly community colleges, lead incredibly complex lives. Online tutoring eliminates a complex lives. Online tutoring eliminates a large stress factor.large stress factor.

Cost is a factor in all colleges. Online Cost is a factor in all colleges. Online tutoring means that tutors aren’t paid for tutoring means that tutors aren’t paid for sitting and waiting. Additionally, space isn’t sitting and waiting. Additionally, space isn’t tied up that could be used for additional tied up that could be used for additional classes.classes.

Why?Why?

Distance learning is HOT! Students Distance learning is HOT! Students need the flexibility that DE offers, need the flexibility that DE offers, and online tutoring supports online and online tutoring supports online learning.learning.

Even students who take classes on Even students who take classes on campus can’t always make it to the campus can’t always make it to the Tutoring Center when it is open.Tutoring Center when it is open.

What Will We Tutor?What Will We Tutor?

Will we confine online tutoring to one Will we confine online tutoring to one discipline or will we offer services in some discipline or will we offer services in some or all subjects offered?or all subjects offered? If tutoring is offered in only one discipline, If tutoring is offered in only one discipline,

management is relatively easy, but management is relatively easy, but effectiveness is limited.effectiveness is limited.

If it is offered in multiple subjects, management If it is offered in multiple subjects, management is more difficult, but effectiveness is broader. is more difficult, but effectiveness is broader.

Multiple subjects creates synergy. Students Multiple subjects creates synergy. Students come online for math, say, but discover that come online for math, say, but discover that help is also available for psychology.help is also available for psychology.

One-discipline TutoringOne-discipline TutoringAdvantagesAdvantages

If you decide to offer online tutoring in only If you decide to offer online tutoring in only one discipline, management resides within one discipline, management resides within that department. Funding will probably that department. Funding will probably come through the discipline, as will tutors. come through the discipline, as will tutors.

Face-to-face(F2F) tutors can work both Face-to-face(F2F) tutors can work both forums. We call such tutors “hybrid forums. We call such tutors “hybrid tutors.” This minimizes “sitting around” tutors.” This minimizes “sitting around” time, but both forums are usually busy at time, but both forums are usually busy at the same time.the same time.

Cross-referrals are easy.Cross-referrals are easy.

One-discipline TutoringOne-discipline TutoringDisadvantagesDisadvantages

Students may experience frustration at not Students may experience frustration at not being able to access online tutoring for all being able to access online tutoring for all their tutoring needs. Franz Fanon called their tutoring needs. Franz Fanon called this “the Revolution of Rising this “the Revolution of Rising Expectations.” Expectations.”

Schools with large distance programs will Schools with large distance programs will have to explain why online tutoring isn’t have to explain why online tutoring isn’t offered across the board.offered across the board.

Cross-over questions may not be Cross-over questions may not be answered as completely as you would like.answered as completely as you would like.

Multi-discipline TutoringMulti-discipline Tutoring

Offering tutoring in all or some of the Offering tutoring in all or some of the subjects offered at your institutions widens subjects offered at your institutions widens the field while making tutoring user-the field while making tutoring user-friendly. Students use one log-on, one friendly. Students use one log-on, one format, and one protocol for tutoring in format, and one protocol for tutoring in many subjects.many subjects.

Cooperation among a variety of Cooperation among a variety of departments, when it works, promotes departments, when it works, promotes collegiality. When it doesn’t, it’s a collegiality. When it doesn’t, it’s a headache. headache.

How How MuchMuch Help Will We Give? Help Will We Give? Certainly, we all agree that tutors should Certainly, we all agree that tutors should

never DO homework for students, but how never DO homework for students, but how much help is enough and how much is too much help is enough and how much is too much is a critical decision.much is a critical decision. In math, chemistry, and physics, we give more In math, chemistry, and physics, we give more

hints and help to students who are completely hints and help to students who are completely lost. Tutors often work through a similar problem, lost. Tutors often work through a similar problem, and then ask the student to try and re-submit.and then ask the student to try and re-submit.

How many times can or should a paper be How many times can or should a paper be looked at by a tutor?looked at by a tutor? In our English Center, we expect readable drafts. In our English Center, we expect readable drafts.

We prefer to look at no more than two drafts of a We prefer to look at no more than two drafts of a paper, but sometimes students slip a third one in. paper, but sometimes students slip a third one in.

English Tutoring IssuesEnglish Tutoring Issues

Will we only offer online tutoring for Will we only offer online tutoring for papers for English classes or for papers for English classes or for papers in all disciplines?papers in all disciplines?

Will we focus on grammar, structure, Will we focus on grammar, structure, organization, content, or a organization, content, or a combination of these factors?combination of these factors?

If we provide English tutoring in all If we provide English tutoring in all disciplines, what do we do about disciplines, what do we do about content?content?

Cross-discipline TutoringCross-discipline Tutoring

Tutors in our online English Center are not Tutors in our online English Center are not content specialists in all the subjects for content specialists in all the subjects for which we get papers.which we get papers.

We piloted a two-tier approach with We piloted a two-tier approach with psychology tutors, and it worked so well psychology tutors, and it worked so well that we are expanding it to other areas.that we are expanding it to other areas. English tutors work the paper for grammar, English tutors work the paper for grammar,

structure, and organization.structure, and organization. Then, we pass the paper to psych tutors who Then, we pass the paper to psych tutors who

deal with the content.deal with the content. Students get two responses. Students get two responses.

Who Will Tutor?Who Will Tutor?

If you choose to outsource the If you choose to outsource the content, the company you hire will content, the company you hire will provide tutors. There are no provide tutors. There are no decisions to be made.decisions to be made.

However ...However ...

if you in-source the content, you if you in-source the content, you need to look at many categories of need to look at many categories of potential tutors. Active faculty (full-potential tutors. Active faculty (full-time and adjunct), retired faculty, time and adjunct), retired faculty, students, and outside tutors should students, and outside tutors should all be considered.all be considered.

FacultyFaculty

1. Consider faculty first. Your faculty 1. Consider faculty first. Your faculty know the curricula, standards, know the curricula, standards, materials, and sequencing of classes.materials, and sequencing of classes.

They are familiar with your student They are familiar with your student population and can tailor tutoring population and can tailor tutoring help to the students in your school.help to the students in your school.

Full-time facultyFull-time faculty

Full-time faculty who also tutor are Full-time faculty who also tutor are invested in the program and will invested in the program and will encourage its use to their students.encourage its use to their students.

Release time or office-hour tutoring Release time or office-hour tutoring can reduce costs.can reduce costs.

Overload tutoring provides income Overload tutoring provides income with less work than teaching another with less work than teaching another class.class.

English teachers, however, often don’t English teachers, however, often don’t want to mark even more papers!want to mark even more papers!

Adjunct FacultyAdjunct Faculty

Adjunct faculty whose classes don’t Adjunct faculty whose classes don’t make or to whom you can’t give a make or to whom you can’t give a full load can be kept in the system by full load can be kept in the system by using them as tutors.using them as tutors.

This is probably the richest source of This is probably the richest source of online tutors.online tutors.

Retired FacultyRetired Faculty

Retired faculty members or adjunct Retired faculty members or adjunct who choose not to teach for a who choose not to teach for a semester or two are also a great semester or two are also a great resource. They have all the resource. They have all the advantages of faculty but can usually advantages of faculty but can usually tutor more hours per week than tutor more hours per week than active teachers.active teachers.

StudentsStudents

Peer tutors may prove useful. If you have Peer tutors may prove useful. If you have a strong SI (Supplemental Instruction) a strong SI (Supplemental Instruction) culture, this can be a great source of culture, this can be a great source of tutors.tutors.

Upper division or graduate students are Upper division or graduate students are also wonderful tutors. This is a way to also wonderful tutors. This is a way to groom potential faculty for later. However, groom potential faculty for later. However, they probably don’t have the knowledge of they probably don’t have the knowledge of your system, so additional content training your system, so additional content training may be necessary.may be necessary.

Outside TutorsOutside Tutors

While outside tutors can enrich a While outside tutors can enrich a program, they probably do not know program, they probably do not know your system well, so more training is your system well, so more training is necessary. You may have to provide necessary. You may have to provide textbooks for classes they will tutor textbooks for classes they will tutor in. in.

Who Will We Tutor?Who Will We Tutor?

There is a tendency to think that only There is a tendency to think that only distance-ed students use online distance-ed students use online tutoring. WRONG!tutoring. WRONG!

Approximately 80% of our students Approximately 80% of our students are taking lecture classes, but their are taking lecture classes, but their schedules make online tutoring schedules make online tutoring necessary.necessary.

Online tutoring isn’t only for Online tutoring isn’t only for developmental students, either – a developmental students, either – a common misconception.common misconception.

TechnologyTechnologyIn- or Out-sourced?In- or Out-sourced?

In-sourcing technology means working In-sourcing technology means working very closely with your IT department. very closely with your IT department. Sufficient server capacity and back-up Sufficient server capacity and back-up

are crucial.are crucial. Archiving is needed.Archiving is needed. Tech support help needs to be available.Tech support help needs to be available. E-mail can be used, but archiving and E-mail can be used, but archiving and

oversight are problems.oversight are problems.

E-mail TutoringE-mail Tutoring

Some schools use their in-house e-mail Some schools use their in-house e-mail system for tutoring. However, archiving system for tutoring. However, archiving and oversight are much more difficult. and oversight are much more difficult. There is no way to effectively archive work There is no way to effectively archive work

for review by supervisors and/or other for review by supervisors and/or other tutors.tutors.

In my opinion, this is the least effective In my opinion, this is the least effective in-sourced technology arrangement, in-sourced technology arrangement, but it may work to show the need for a but it may work to show the need for a better system.better system.

In-sourced TechnologyIn-sourced Technology

If you decide to in-source your If you decide to in-source your technology, you can design a system technology, you can design a system tailored to your needs.tailored to your needs.

Tweaks and changes are quite easily Tweaks and changes are quite easily accomplished if you have a good accomplished if you have a good working relationship with your IT working relationship with your IT department. department.

Authentication of student-users must Authentication of student-users must be considered.be considered.

Out-sourced TechnologyOut-sourced Technology

There are three primary types of There are three primary types of outsourced technology. outsourced technology.

1. Commercial sites that provide 1. Commercial sites that provide technology and content on a per-use technology and content on a per-use basis.basis.

2. Textbook-linked sites that are 2. Textbook-linked sites that are typically free to users of the typically free to users of the company’s books.company’s books.

Out-sourced TechnologyOut-sourced Technology

3. Companies that provide the 3. Companies that provide the technology but not the content.technology but not the content. This is the choice that we made. We use This is the choice that we made. We use

askonline.net. There are a few more askonline.net. There are a few more companies coming along to do the same companies coming along to do the same thing, but I do not have experience with thing, but I do not have experience with them. them.

(This is not a paid endorsement!)(This is not a paid endorsement!)

In- or Out-sourced ContentIn- or Out-sourced Content

This decision is the heart of the matter. . Commercial services that provide the Commercial services that provide the

tutors are certainly easier to manage. tutors are certainly easier to manage. Checks just have to be written on time. Checks just have to be written on time. Depending on the company and the Depending on the company and the agreement you have with them, agreement you have with them, selected college personnel MAY have selected college personnel MAY have access to tutor work for oversight access to tutor work for oversight purposes.purposes.

However ... (my opinion follows)However ... (my opinion follows)

Out-sourced ContentOut-sourced Content

tutors who are unfamiliar with your tutors who are unfamiliar with your courses, your sequencing, your courses, your sequencing, your grading standards, your calendars, grading standards, your calendars, and your population may not be as and your population may not be as helpful as tutors who know these helpful as tutors who know these things.things.

This is why we chose to in-source our This is why we chose to in-source our tutors.tutors.

Publisher-provided TutorsPublisher-provided Tutors

These tutors can be really helpful, These tutors can be really helpful, but only to students who are taking but only to students who are taking classes that use the texts. classes that use the texts.

MyCompLab and MyMathLab are two MyCompLab and MyMathLab are two of the biggest. Student- and teacher- of the biggest. Student- and teacher- satisfaction with them are quite high satisfaction with them are quite high at HCC, but not all of our classes use at HCC, but not all of our classes use textbooks from ABLongman textbooks from ABLongman Publishers . Publishers .

A SummaryA Summary

In my opinion, based on a year and a In my opinion, based on a year and a half working with online tutoring half working with online tutoring every day, out-sourcing the every day, out-sourcing the technology and in-sourcing the technology and in-sourcing the content provides the best of all content provides the best of all worlds.worlds.

However, managing such a program However, managing such a program is a time- and labor-intensive is a time- and labor-intensive process.process.

Who Will Be Responsible?Who Will Be Responsible?

Depending on the size and complexity of Depending on the size and complexity of your program, options are available.your program, options are available. 1. If you confine online tutoring to only one 1. If you confine online tutoring to only one

subject, the chair of that department (or her subject, the chair of that department (or her designee) may oversee online tutoring.designee) may oversee online tutoring.

2. If your school has a tutoring manager, this 2. If your school has a tutoring manager, this can be added to his job description.can be added to his job description.

3. If you choose to provide online tutoring in 3. If you choose to provide online tutoring in several disciplines, a new position should be several disciplines, a new position should be created to oversee the entire program to created to oversee the entire program to ensure consistency.ensure consistency.

Responsibility - moreResponsibility - more

Decisions must be made about Decisions must be made about whether overall responsibility will whether overall responsibility will reside on the faculty or student reside on the faculty or student services side of the house. services side of the house.

We chose to keep it within the We chose to keep it within the faculty domain because tutoring is faculty domain because tutoring is teaching.teaching.

I have been managing our program I have been managing our program on release times, but we have on release times, but we have discovered that that is not the ideal discovered that that is not the ideal situation. In the new budget, we situation. In the new budget, we have asked for the creation of an have asked for the creation of an online tutoring manager position online tutoring manager position dedicated solely to overseeing and dedicated solely to overseeing and growing our program.growing our program.

Responsibility – even moreResponsibility – even more

Someone needs to overseeSomeone needs to oversee Hiring and training of tutorsHiring and training of tutors Scheduling of tutorsScheduling of tutors PayrollPayroll BudgetingBudgeting MarketingMarketing Technology trouble-shootingTechnology trouble-shooting Supervision of the work productSupervision of the work product

How Should We Structure the How Should We Structure the Administration of a Program?Administration of a Program?

Who is ultimately responsible for the Who is ultimately responsible for the development and management of an development and management of an online tutoring program depends on online tutoring program depends on your institution’s overall structure.your institution’s overall structure. Do you have someone who oversees all Do you have someone who oversees all

tutoring or does each department or tutoring or does each department or division take care of its own?division take care of its own?

Where will funding come from? Where will funding come from? How involved are student services How involved are student services

personnel in the tutoring process?personnel in the tutoring process?

How many students do you expect to How many students do you expect to tutor?tutor? If you expect to reach fewer than 3,000 If you expect to reach fewer than 3,000

students a year, or if you plan to offer students a year, or if you plan to offer tutoring in only one discipline, a release-tutoring in only one discipline, a release-time manager may be the best answer. time manager may be the best answer. Larger programs need more supervision.Larger programs need more supervision.

If you in-source the technology, is If you in-source the technology, is there sufficient IT support, or does there sufficient IT support, or does the online manager need to be a the online manager need to be a techie? techie?

If you in-source the content, is there If you in-source the content, is there clerical support for hiring paperwork clerical support for hiring paperwork and payroll?and payroll?

To whom will the online manager To whom will the online manager report? report?

Marketing Online TutoringMarketing Online Tutoring

No matter how wonderful your online No matter how wonderful your online tutoring program is, it won’t work if tutoring program is, it won’t work if teachers don’t recommend it, teachers don’t recommend it, students don’t use it, and students don’t use it, and administrators don’t support it.administrators don’t support it.

Marketing Online Tutoring to Marketing Online Tutoring to FacultyFaculty

1. Tutors can save time for teachers.1. Tutors can save time for teachers. Non-English classes often require Non-English classes often require

papers, so teachers in those disciplines papers, so teachers in those disciplines spend an enormous amount of time spend an enormous amount of time slogging through bad grammar, spelling, slogging through bad grammar, spelling, and organization instead of looking at and organization instead of looking at the content. An online English Center the content. An online English Center can cut the non-content work down to can cut the non-content work down to practically nothing.practically nothing.

2. Tutors are a back-up voice for 2. Tutors are a back-up voice for teachers.teachers. Students often need to hear something Students often need to hear something

several times and from several people several times and from several people before it sinks in. Tutors have non-before it sinks in. Tutors have non-judgmental voices that back up what judgmental voices that back up what teachers say.teachers say.

Good tutors never second-guess Good tutors never second-guess teachers, but they point out areas of teachers, but they point out areas of concern.concern.

3. Students may need the anonymity 3. Students may need the anonymity that online tutoring offers. that online tutoring offers. Students often do not want to “bother” Students often do not want to “bother”

their teachers, so unasked questions their teachers, so unasked questions stay unanswered. Online tutors can stay unanswered. Online tutors can provide a “safe” refuge for asking provide a “safe” refuge for asking questions.questions.

Marketing Online Tutoring to Marketing Online Tutoring to StudentsStudents

1. Students can get help at their 1. Students can get help at their convenience, not only when a convenience, not only when a tutoring center is open.tutoring center is open.

2. Students can ask questions 2. Students can ask questions without fear of offending or without fear of offending or antagonizing teachers. (Yes, this is a antagonizing teachers. (Yes, this is a student fear!)student fear!)

3. Students avoid the perceived 3. Students avoid the perceived stigma of needing tutoring, which stigma of needing tutoring, which many believe is only for “dummies.”many believe is only for “dummies.”

Marketing Online Tutoring toMarketing Online Tutoring toAdministratorsAdministrators

It saves It saves MONEYMONEY!! Tutors are paid for active work time, not Tutors are paid for active work time, not

passive waiting time.passive waiting time. Space can be freed up.Space can be freed up. Parking spaces can be freed up.Parking spaces can be freed up. Tutoring can be offered in more areas Tutoring can be offered in more areas

than may be available in person.than may be available in person.

Evaluating EffectivenessEvaluating Effectiveness

This is the hardest part.This is the hardest part. It is difficult to know how effective tutoring It is difficult to know how effective tutoring

is in general. What percentage of a is in general. What percentage of a student’s grades are attributable to tutors student’s grades are attributable to tutors and what part comes from the teacher?and what part comes from the teacher?

Students who seek tutoring assistance are Students who seek tutoring assistance are a self-selected sub-set of all students. a self-selected sub-set of all students. Often, those who need tutoring the least Often, those who need tutoring the least are those who use it the most.are those who use it the most.

Qualitative Analysis from StudentsQualitative Analysis from Students

Student feedback is an important Student feedback is an important component of any tutoring program, but component of any tutoring program, but especially for an online program since especially for an online program since there is no other way to know how the there is no other way to know how the program is perceived. program is perceived.

A “How are we doing?” online survey A “How are we doing?” online survey provides data about student provides data about student satisfaction.satisfaction.

We have found that students often send We have found that students often send thank-you notes. These need to be thank-you notes. These need to be saved.saved.

Qualitative Analysis from TeachersQualitative Analysis from Teachers

Communication with faculty is Communication with faculty is crucial. Online tutoring managers crucial. Online tutoring managers need to attend department meetings need to attend department meetings to discuss questions, concerns, and to discuss questions, concerns, and faculty recommendations.faculty recommendations.

Teachers who require / strongly Teachers who require / strongly recommend online tutoring can be recommend online tutoring can be surveyed via e-mail.surveyed via e-mail.

Quantitative DataQuantitative Data

This is the hardest type of This is the hardest type of information to gather in a non-information to gather in a non-research institution.research institution.

I don’t have any great ideas about I don’t have any great ideas about gathering and interpreting such data, gathering and interpreting such data, so this is one of the areas that I will so this is one of the areas that I will be asking for help with in St. Louis.be asking for help with in St. Louis.

We have found that the number of We have found that the number of repeat visits by students correlates repeat visits by students correlates with high satisfaction. with high satisfaction.

Wrapping It UpWrapping It Up

Schools need online tutoring to effectively Schools need online tutoring to effectively reach those who cannot get to on-campus reach those who cannot get to on-campus tutoring centers when it is open or who tutoring centers when it is open or who hesitate seeing face-to-face tutors because of hesitate seeing face-to-face tutors because of embarrassment.embarrassment.

Online tutoring is cost-effective for schools.Online tutoring is cost-effective for schools. Tutors love working from home, without the Tutors love working from home, without the

pressure of lines of students waiting for them.pressure of lines of students waiting for them. Students appreciate the flexibility of online Students appreciate the flexibility of online

tutoring.tutoring.

However, designing an effective However, designing an effective online tutoring program requires online tutoring program requires cooperation among faculty, tutors, cooperation among faculty, tutors, administrators, and students.administrators, and students.

Forming advisory committee of the Forming advisory committee of the different groups of stakeholders is a different groups of stakeholders is a good first step.good first step.

Looking realistically at what your Looking realistically at what your institution can and will support is institution can and will support is crucial.crucial.

Assessing your technological and Assessing your technological and human strengths is part of the human strengths is part of the foundation for good decision-making.foundation for good decision-making.

Finally, thinking outside the box and Finally, thinking outside the box and looking for creative solutions to looking for creative solutions to complex problems is a thrilling complex problems is a thrilling challenge!challenge!

Contact InformationContact Information

Deborah HardwickDeborah Hardwick Deborah.hardwick@hccs.edu 713-718-5430713-718-5430