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Frequently Asked Questions by Students in Distance Education

DIES NATALIS UT 2013. Frequently Asked Questions by Students in Distance Education. Aminudin Zuhairi & Associates Universitas Terbuka, Indonesia 10 June 2012. Outline. Introduction  What DE students ask  What a DE institution can do  How a DE institution can do  Conclusion.

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Frequently Asked Questions by Students in Distance Education

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  1. DIES NATALIS UT 2013 Frequently Asked Questions by Students in Distance Education Aminudin Zuhairi & Associates Universitas Terbuka, Indonesia 10 June 2012

  2. Outline • Introduction •  What DE students ask •  What a DE institution can do •  How a DE institution can do •  Conclusion

  3. Introduction: Why DE Students Ask • DE as new learning experience • Ensure success in studying • Develop confidence in study • Solve problems • Ask questions

  4. Factors Influencing Success in DE • Attitude: culture & etiquette • Experience: learning, distance learning, readiness for learning • Elements for success: general ability, prior knowledge, learning styles (Simonson et al, 2012, pp 222-227)

  5. Learner Responsibilities in DE • Audio and video-based Settings • Online settings • Time for class: synchronous and asynchronous • Communication: with instructor and students • Attendance and class participation: synchronous and asynchronous • Assigments • Assuming responsibility for own learning • Equipment requirements and use (Simonson et al, 2012, pp. 227-234)

  6. What DE Students Ask 1 What is or what to do 1: • Differences between DE and correspondence schools • Educational prerequisites for taking DE classes • Just-in-time learning • Poor computer skills • Virtual classroom • Not satisfied with DE class • Start a DE class and realise it is too difficult • Real time (Simonson et al, 2012, pp. 235-239)

  7. What DE Students Ask 2 What is or what to do 2: • Take an online course if I don’t have a PC • Get help with homework or question on assignment • Structure of an online course • Features in a course to get a good fit with my learning style • DE programs that allow students to pay tuition fee monthly rather up front • Continue studies when moving out of state or country • Easier to cheat in DE (Simonson et al, 2012, pp. 235-239)

  8. What DE Student Ask 3 How to and who 1? • Assess knowledge in particular subject before choosing a DE course • Choose a DE program • Make sure to receive credit for distance learning • Make sure getting the money’s worth • Convince employer to pay for distance training • DE courses applied to a degree • Make up a missed class in a virtual classroom (Simonson et al, 2012, pp. 235-239)

  9. What DE Student Ask 4 How to and who 2 • Who teaches online courses • How is homework submitted • How well I’m doing in an online course • Combine DE with traditional degree program • Learning “anytime, anywhere” works with “real time” instrution (Simonson et al, 2012, pp. 235-239)

  10. Lessons Learned from other DE • Anticipate these questions • Prepare for answers • Design a DE system that ensures addressing those questions  Offer a DE program suitable to students’ needs

  11. What UT DE Students Ask 1 Layanan • Informasi • Konsultasi akademik • Permintaan kartu mahasiswa • Permintaan transkrip sementara

  12. What UT DE Students Ask 2 Layanan Informasi 1 • Pendaftaran mahasiswa baru • Registrasi matakuliah • Tutorial • Ujian • Nilai • Yudisium/wisuda • Ijazah • Data pribadi

  13. What UT DE Students Ask 3 Layanan Informasi 2 • Alih kredit • Beasiswa • Pengguguran matakuliah • Penundaan yudisium • Bahan ajar • Umum • Kartu mahasiswa • Lembar kemajuan akademik mahasiswa • Surat keterangan

  14. Whom UT DE Students Ask 1 Bagian Registrasi • Perubahan data pribadi • Pengembalian SPP • Pembebasan mata kuliah • Validasi ijazah masukan D II

  15. Whom UT DE Students Ask 2 Bagian Kelulusan • Surat keterangan • Alih kredit • Ijazah/transkrip • Yudisium • Foto ijazah

  16. Whom UT DE Students Ask 3 Fakultas • Pengguguran mata kuliah • Penundaan yudisium • Konsultasi akademik • Alih kredit • Surat keterangan lulus • Surat penempuhan matakuliah • Yudisium • Legalisir • Info UT • Info beaisiswa

  17. Whom UT DE Students Ask 4 Program Pasca Sarjana • Pendaftaran/info UT • Tutorial online • Konsultasi akademik

  18. Why UT DE Students Ask 1 Keluhan Nilai Ujian • Salah penghitaman pada LJU • Nilai belum keluar karena praktek/praktikum PKM/PKP • Tidak puas nilai UAS • Kasus administrasi/beda tanda tangan • Kasus nilai lainnya

  19. Why UT DE Students Ask 2 Keluhan Registrasi • Registrasi/kasus S/R • Tindaklanjut pengembalian SPP • Tindaklanjut pembebasan matakuliah • Tindaklanjut data pribadi

  20. Why UT DE Students Ask 3 Keluhan Kelulusan • Tindaklanjut pengajuan alih kredit • Tindaklanjut perbaikan data pribadi pada ijazah • Tindaklanjut yudisium • Tindaklanjut ijazah.transkrip • Pengiriman foto

  21. Why UT DE Students Ask 4 Keluhan kepada Fakultas • Tindaklanjut pengguguran matakuliah • Tindaklanjut penundaan yudisium • Tindaklanjut alih kredit • Tindaklanjut yudisium

  22. What Services UT DE Students Ask Permintaan layanan

  23. How Many UT DE Students Ask Source: Laporan Tahunan Rektor 2012

  24. What UT DE Students Ask Online 1 • Cara mengikuti tuton • Kapan tuton dimulai • Inisiasi belum dibuka • Tidak bisa mengirimkan tugas • Persayaratan TAP, sudah bisa TAP • Cara registrasi TAP • Caraupload karya ilmiah • Lupa password karya ilmiah

  25. What UT DE Students Ask Online 2 • Sudah upload karil tetapi belum ada feedback-nya • Cara mendaftar SUO • Ruang baca virtual tidak bisa dibaca • Alih kredit belum keluar? • LKAM Online tidak bisa diakses • Cara membeli modul melalui TBO • Kapan mengambil KTPU dan jika telat bagaimana • Kesetaraan mata kuliah

  26. What DE Institution Can Do • Respond to questions • Provide accurate information • Open up communication channels • Enhance interaction and communication with students • Improve services

  27. How DE Institution Can Support its Services • Improve CRM (customer relationshop management) • Develop a Call Centre • Enhance online interaction and communication • Provide a systematic FAQ • Continuously improve competence of staff • Empower Regional Office

  28. Conclusion DE student questions are • Valued inputs for improvement • Actual needs of DE students • Quality service indicators • To be addressed appropriately and immediately • Clues for future development of a DE institution

  29. Terima kasih.aminz@ut.ac.id

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