Indiana University Online’s Student-Centered Support Approach: Fostering a Sense of Belonging, Engagement, and Peer Connection Using InScribe
Indiana University offers over 220 online programs, serving a diverse student body of more than 8,000 online students from 164 countries. With a deep history in online education since its first distance course in 1995, the university has experienced impressive growth in its online programs. In response to the escalating demand for fully online education, Whitnie Powell, Director of Enrollment Management and Student Services, Stephanie Tinkel, Associate Director of Enrollment Management, and Kayla Scroggins, Associate Director of Online Student Services at Indiana University Online (IU Online) embarked on a thorough analysis and transformation of its student support model, prioritizing a student-centered approach that nurtures a sense of belonging, peer connection, and an overall enriched educational experience.
Obstacles Faced
As IU Online experienced growth in online programs, they encountered several challenges in meeting the unique needs of their online student population. Traditional campus-based student services were not always suitable for the 24/7 expectations of online learners. Expanding services required the development of a centralized student hub for post-admission communication and support. To ensure future scalability, IU Online needed to reassess its approach often. First and foremost, how to foster a sense of belonging and community among online students through innovative strategies.
A Multi-Modal Approach to Student Services
To address these obstacles and deliver a student-centered experience, IU Online partnered with a number of EdTech vendors to create a multi-step, multi-layered approach. Their strategic plan included the following key elements:
Developing a Multi-Modal Communications and Outreach Plan: IU Online established a dedicated working group to handle post-admission services. Using a CRM, they automated these communications, and integrated them with live events, texting campaigns, and phone outreach, ensuring a seamless student experience.
Implementing Guided Onboarding Specialists: Recognizing the importance of personalized support, starting at the point of admission, and provisioning concierge service throughout the first year, IU Online introduced advisors who work closely with students, guiding them through their academic journey, connecting them with wrap-around support, hosting success events, and facilitate the scheduling of advising appointments.
Fostering a Sense of Community: IU Online actively worked to create a sense of belonging among online students. Leveraging InScribe digital communities to connect students to resources in areas such as student financial services, math and writing support, success coaching, and more that are available to them anytime day or night.
Incorporating InScribe for Community Building
IU Online was an early adopter of InScribe, a platform used in various departments across the university. The platform served as a valuable tool for community building, knowledge sharing, and peer-to-peer engagement. Within InScribe, IU Online created various access points to the digital community to encourage student participation and interaction. InScribe links were embedded in emails and onboarding materials to facilitate easy access to the platform.
“InScribe minimizes repetitive emails and gives students the autonomy they desire. Many students want to go source out or at least try to find their own answer before they call somebody. So we've structured our community in a way that works really nicely for us to keep topics and conversations streamlined and organized,” said Kayla Scroggins, Associate Director for Online Student Services at IU Online.
As part of their comprehensive approach, IU Online also integrated InScribe into its Learning Management System (LMS). This allowed them to effectively bridge the gap between community engagement and academic support. As students immerse themselves in coursework, they can easily navigate to the Q&A community and find all the support they need in one centralized place.
IU Online's InScribe community is organized into specific categories, including admissions information, academic resources, and career services, to provide a structured and accessible student hub. This consolidation of information not only empowers students to find answers independently but also reduces the burden of repetitive questions on staff. As a result, IU Online empowers students to engage actively in their coursework and simultaneously connect with their peers, fostering a supportive and collaborative learning environment.
By leveraging technology, fostering a sense of community, and continuously adapting to student needs, IU Online has made great strides in meeting the unique challenges of online education. As other institutions seek to enhance their online support systems, IU Online's experience serves as a valuable source of inspiration and practical strategies to create a nurturing and successful online learning environment.
Hear the full story from Whitnie, Stephanie, and Kayla: https://youtu.be/ZD50LXuZqMI
Learn more about InScribe: www.inscribeapp.com