Effective Online Advising: Best Practices For Improved

Communication & Connection ©

Sue Ohrablo, Ed.D.Doctoral Enrollment Counselor /Program ProfessorAbraham S. Fischler School of EducationNova Southeastern Universityohrablo@nova.edu

Effectively Advising Online Students

Diverse Students…Common Experiences

• How is the online experience different than classroom-based?

• What benefits and opportunities exist in an online environment?

• What challenges exist in an online environment?

Online Student ExperienceCharacteristics of Asynchronous Education

Benefits

• Flexibility: works around their schedule. Can keep commitments of family, work, activities, organizations

• Accessibility: provides access to education and resources not available locally

Challenges

• Lack of structure and direction

• More apt to miss deadlines• Perceived lack of

accountability• Perceived lack of support

What Does a “Good” Advisor Do?

• Addressing student concerns• Anticipating student needs• Providing comprehensive

information• Identifying options• Assisting in overcoming obstacles• Facilitating decision-making

5

Essential Components for Effective Advising of Online

Students

• Building rapport and trust• Anticipating and assessing

student needs• Providing information• Providing support / Reducing

fears• Facilitating sense of

connectedness

Building Rapport and Trust

BuildingRapport

&Trust

AvailabilityAnd

Responsiveness

Knowledge

Effectiveness

Advocacy

Reliability

CaringAnd

Concern

STRATEGIES TO CONVEY AVAILABILITY & RESPONSIVENESS

Answer the phone Return voicemails and emails Respond when you can, not when

you “have until” Inform student of actions you’ve

taken, next steps, delays Offer appointments

BARRIERS / CONSIDERATIONS

• Phone calls come when you’re on the phone, with a student, working on a complex issue

• Prioritization of issues

• Develop system for “nudging” others

• Advisor attitudes versus student expectations

You have been extremely

thorough and quick to respond. I appreciate that so

much!

BuildingRapport

&Trust

AvailabilityAnd

Responsiveness

Knowledge

Effectiveness

Advocacy

Reliability

CaringAnd

Concern

STRATEGIES TO CONVEY KNOWLEDGE

Cite policies and procedures Provide students with resources Refer students appropriately and thoroughly Research that which is unknown to you Anticipate issues not identified by students

BARRIERS / CONSIDERATIONS

• Lack of information and training• Poor historical resources and

documentation• Develop a “go-to” network for advisor

support• Fear of unknown, fatigue, frustration of

advisor

This is the most helpful

information I've gotten since I

began this program

BuildingRapport

&Trust

AvailabilityAnd

Responsiveness

Knowledge

Effectiveness

Advocacy

Reliability

CaringAnd

Concern

STRATEGIES TO CONVEY EFFECTIVENESS

Process documents in timely manner Proactively identify issues with records Anticipate issues not identified by student Resolve problems and remove barriers Assist student in future planning Provide options

BARRIERS / CONSIDERATIONS

• Lack of information and training

• Lack of responsiveness from others

• Develop a strong knowledge of tools & databases

• Time management and prioritization

As you review these questions, know that I am

very grateful for the many

questions of mine you answer

BuildingRapport

&Trust

AvailabilityAnd

Responsiveness

Knowledge

Effectiveness

Advocacy

Reliability

CaringAnd

Concern

STRATEGIES TO CONVEY ADVOCACY

Listen to student Develop an understanding of

student’s perceptions Identify issues and consequences

(ex. Retro drop) Provide supporting documentation

and rationale Strategic navigation

BARRIERS / CONSIDERATIONS

• Support what you believe in, not just to get it off your desk

• Frustration with student. “Does she deserve this?”

• Don’t make promises you can’t keep (even if you can)

BuildingRapport

&Trust

AvailabilityAnd

Responsiveness

Knowledge

Effectiveness

Advocacy

Reliability

CaringAnd

Concern

I appreciate your touching base with me this

morning. Your intervention and support made a

difference.

STRATEGIES TO CONVEY RELIABILITY

Be consistent with students Responsiveness, knowledge,

effectiveness, etc. all factor in Establish and communicate routines

and protocols (ex. mass emails, follow-through)

BARRIERS / CONSIDERATIONS

• Students may become dependent on you

• Atypical behavior is noticeable• Reputation for reliability creates some

flexibility• Reassignment of student populations

Thank you very much for all your

continued support :) I truly

appreciate everything you

have done

BuildingRapport

&Trust

AvailabilityAnd

Responsiveness

Knowledge

Effectiveness

Advocacy

Reliability

CaringAnd

Concern

STRATEGIES TO CONVEY CARING & CONCERN

Reflective listening Demonstrated compassion Proactive outreach and inquiry Share human experience. Make statements

that reflect understanding Assessment of related factors (ex.

Withdrawal from class – success in others, stress level, future registrations, dissertation, etc.)

BARRIERS / CONSIDERATIONS

• Incongruent values and experiences (ex. dog)

• Multiple priorities make follow-up a challenge

• Frustration with student. “It’s always something”

• World view of advisor: facts versus emotions

BuildingRapport

&Trust

AvailabilityAnd

Responsiveness

Knowledge

Effectiveness

Advocacy

Reliability

CaringAnd

Concern

Thank you for caring and going the extra mile.  It means a lot that you didn't

just treat my concern like

"another" situation

Anticipating and Assessing

Student Needs

What are some needs that may be unique to online students?

Chat Question

Anticipating Student Needs

• Isolation• Lack of support• Perceived lack of resources• Sense of disconnectedness• Multiple time commitments • Work-load is more than in-person

to compensate for classroom time. Help set reasonable expectations.

Validating Assumptions

Ask questions to get a baseline• Tell me about your decision to study…• What challenges do you anticipate?

Make comments that may elicit further response and discussion• Sometimes adult students are concerned

that they won’t be able to keep up• Students often avoid statistics• The dissertation can be an intimidating

endeavor

Assessing Student Needs

What has the student’s experience been?

Where is the student developmentally?

Is the student ready for what you are trying to help to achieve?

One size does

not fit all

Advisor expectations should be adjusted to the student’s readiness level.

Once level is assessed, advisor goal is to facilitate growth and skill development.

Why don’t these

students just register

themselves?

Talk to your professor

Assessing Readiness

Contact the Bursar’s office

Proactive Advising: Adding Value

• What are they asking?

• What don’t they know to ask?

• What information must be provided to answer their questions?

• What information must be provided without their asking?

21

Providing Information

Strategic Information Dissemination

Can we overdo it?

Links, packets, emails from administration, advisors,

instructors Types of

Information

CurriculumDeadlinesPolicies

ProceduresResources

Contact information

How do we avoid information overload?

Individualized, personalized communication

Targeted mass communication Developmentally appropriate content

Hello Mr. Smith: Congratulations! You have been provisional admitted into the program. Next, you will find steps you need to follow in order to continue your admission process as well as to facilitate registration.1. Remember that your student NSU ID is N00000000.  Please memorize this number, we do not use SSN.2. Bookmark this page: http://www.school.university.edu/student/current. This is your official program website. This is the website that you will access at all times to obtain information or to access any other site.3.     You will obtain your program sequence and your program outline on your Concentration Page. Please go to: http://www.school.university.edu/student/current/concentrations.htm. Click on your concentration page link and find the outline and the sequence on the top-right corner of the screen. You will be printing a copy of the summer sequence. Print a copy and save a copy of these documents in your computer. Outlines and sequences are updated on a yearly basis, so it is important that you always have a copy of the correct documents. You will be using these documents until you complete the program. 4. Program course’ syllabi have been posted on the program page as well. When changes are made to the program or to the courses, an updated syllabi is posted. Once you have a user id and password, please go to: http://www.school.university.edu/student/current/syllabi.htm to obtain syllabi information according to your concentration.5.     As a provisional admitted student you can request your email, your pin, register for Orientation (DSO), and register for courses (during registration period). 6. Please review the attached “University Systems and Identity Info” document and follow all provided instructions in order to setup your email, PIN. Also, in order to update your computer to make sure it will be ready to start classes. If you have any questions about this process or you encounter technical difficulties, please call the Online Computer Help Desk at 1800-555-1234 Ext. 2HELP.7. I will help you with first term registration. Once you set up to PIN and the email, you will be able to process future registrations via our WebSTAR system at http://webstar.university.edu.8.     Remember that all your pending admissions documents should be sent to the Enrollment Processing Services (EPS) Department. The attached document provides information about the program and financial aid. This information will help you to continue and complete your admissions file. Send official transcripts to the following address: ANY UNIVERSITYEnrollment Processing Services (EPS)Attn: SchoolP.O. Box 000000City, State 000009.     According to program sequence, the required registrations for the summer 2013 term are:DSO 8000- Orientation (0 credits) and EDD 9200-Trends and Issues (6 credits).

Summer Term registration starts March 18, 2013. Before registration starts, I will send a registration message to all regional students. If you would like to register for an additional course, please access the schedule: http://www.school.university.edu/current-students/course-schedule.

Courses close quickly. When you access the schedule please review the information listed on column # 8 “Open Seats.” You need to make sure the number on that column is one or higher. If you see a zero or a negative number this means that the course is closed. It is also important that you review information listed on column # 5 “Location.” Make sure it says Online or your cohort location (depending on how you are following the program). It is important to make sure you do not register for courses outside of the state or the country.

EDD 9200 Registration Information: Please remember that we offer EDD 9200 100% online or blended. The blended courses are for students interested in attending 3 face to face meetings at a specific location. I am presently collecting information about which Western Region Students would like to take this course with face to face meetings here in Las Vegas. If you are interested, please let me know in order to give you additional information. If you want to take the courses 100% online, when you access the schedule, please review the “location” column to make sure you are selecting an online course. DSO 8000 Registration Information:  The maximum time that you have to complete the orientation is two weeks. However, you can follow the orientation in two or three hours. Furthermore, as academic advisors, I recommend student to do the orientation before the term starts. This way, you will be familiarized with our systems and the program website before you start taking classes. For additional information, please go to: http://www.school.university.edu/orientation/home10.  Once registration is processed you will be ready to retrieve the list of books you will need to purchase. In order to obtain the list, you will need to access the bookstore. The NSU Bookstore link is located under the title: “News and Events” information box located on your program’s website: http://www.school.university.edu/student/current. If you encounter any problems accessing the page or you are interested on obtain the ISBN of your books, please call the bookstore at 1800-555-1111.12.  It is important to make a copy of the Academic Calendar and the Tuition Refund Schedule. These documents will give you registrations, drops, refunds, holidays information for summer 2013 and Fall 2013. In July 2013 the 2013-2014 information will be available.Academic Calendar: www.school.university.edu/current-students/academic-calendar Tuition Fees and Refund Schedule: http://www.school.university.edu/current-students/tuition-and-fees13.  “12-13 Financial Aid Required Doc” file will give you the necessary information to start your financial aid packet. Please complete the 12-13 Federal Financial Aid Application which you will find on this website: http://www.fafsa.ed.gov The university code is 000000. This code will ensure that the university will receive your information. Also, submit the internal financial aid documents required to complete your file before you contact a financial aid advisor. This way, the advisor will be able to see enough information in the system to continue helping you with your financial aid file and answer any questions that you might have. If you have any questions regarding this information, please contact me.

After reading that email, how do you feel?

What do you think caused that feeling?

Chat Questions

Jose: Welcome to the University’s program in Education! I am glad that you’ve decided to take this important, exciting step in your professional development. I am your assigned academic advisor. I am available to work with you throughout your academic career and assist you in planning and decision-making, as well as provide you information about how to navigate through the program. I would like to invite you to set up an appointment for us to talk to help you get started. What day/time are you available to do so? If you are not able to talk, I can send you an email with “getting started” tips, but I find it helpful to speak so that I can answer any questions you may have. Please let me know if you would like to meet, so that we can facilitate your registration. Classes start May 13, 2013.

Jose: Welcome to the University’s program in Education! I am glad that you’ve decided to take this important, exciting step in your professional development. I am your assigned academic advisor. I am available to work with you throughout your academic career and assist you in planning and decision-making, as well as provide you information about how to navigate through the program. I would like to invite you to set up an appointment for us to talk to help you get started. What day/time are you available to do so? If you are not able to talk, I can send you an email with “getting started” tips, but I find it helpful to speak so that I can answer any questions you may have. Please let me know if you would like to meet, so that we can facilitate your registration. Classes start May 13, 2013.

Validation and encouragement

Setting expectations

Call to

action

Time sensitive information

Providing “Power Tools”

• Understanding the call center experience• What questions to ask• Terminology to use• Clarifying roles and functions• Strategies for documentation• Contact information

Providing Support

What You Can Do

• Provide an anchor• Continuity • One-stop support• Prescriptive / developmental

advising

“It’s not my job.I am too busy to

do this!”

RESIST

Facilitate Sense of Shared Responsibility

Action plan

• “I will check on the application and call

you back. Let me know when you’ve sent

the transcript.”

• “Remind me to adjust your record once

you learn you’ve been admitted.”

• Provide structure if student does not

perceive it.

What Messages Are We Sending?

Understanding the impact of our communication

I reviewed your record and found that you are actually missing 2 courses...

Are you able to look at my courses and determine what all I need to complete? I believe I have completed all course work.

Hopeful

Anxiety

Please remember that you will need to reactivate your records in order to process your registration.

Advisor Jones, during my conversations, I was told that I did not need to do a new admissions packet.

Confusion

With all due respect I would like to continue working with the counselors I have been in contact with during this entire process to eliminate any further confusion.

I also mentioned to you, that the information I sent was based on what I found in the system. I told you that I was going to talk to Advisor Smith today, to make sure he clarifies my message and confirms information to you.

This is what I recommended to you yesterday when I told you that I did not want to work with you either.

Frustration

Rejection

Reducing Fears

Reducing Fears• Acknowledgement of fears

• Being human: empathy, encouragement

• Humor

• Providing clear information in non-threatening manner

• Breaking the process down into manageable parts: action

items

• Teach problem-solving strategies

Information + control + human factor =Fear reduction

Facilitating Sense of Connectedness

Videoconference Advising Sessions

Benefits:• Face-to-face interaction• Human connection based on environmental cues• Navigation of resources• Facilitate self-reliance through screen-sharing

Online Classroom/Forum/Cafe

Benefits:• Synchronous and

asynchronous communication and interaction

• Provide resources • Establish peer connections• Host live, interactive group

sessions

Social Media

Benefits:• Promote events• Non-academic

resources• Gives voice to

students in informal forum

Pulling it All Together:Strategies in Action

Subject: RE: Important - New Procedure for Registering Hi Advisor,I have tried repeatedly to find the agreement but can not - can you give me more details?  Also, just wanted to let you know that my father passed away last week...it has been quite a difficult few months. 

Outreach email to students:

Pulling it All Together: Strategies in Action

Subject: RE: Important - New Procedure for Registering Hi Advisor,I have tried repeatedly to find the agreement but can not - can you give me more details?  Also, just wanted to let you know that my father passed away last week...it has been quite a difficult few months. 

Student: I am so sorry to hear of the passing of your father. What a difficult time that is. My thoughts are with you and your family. As to the agreement… I sent a follow-up email after the registrar sent out a corrected statement. The agreement will not take effect until the summer term, so you don’t need to worry about it now. Are you able to continue/keep up with your class despite your personal challenges? Let me know if you want to discuss any difficulties you may have experienced. Also, I see that you have not registered for the winter yet. Do you need any help with that? 

Outreach

Seeking Information

Seeking Connection

Anticipating Needs

Providing Information

ConcernCaring

RESOURCES Gravel, C.A. (2012, Fall). Student-advisor interaction in undergraduate online degree programs: A factor in

student retention. NACADA Journal, 32(2), 56-67. Hughey, J.K. (2011, Fall). Strategies to enhance interpersonal relations in academic advising. NACADA Journal,

31(2), 22-32. Starks, S. R. (2012, May). Online student retention strategies. Retrieved from Distance Advising.com Web site:

http://distanceadvising.com/2012/05/online-student-retention-strategies/ Steele, G. (2005). Distance advising. Retrieved from the NACADA Clearinghouse of Academic Advising Resources

Web site: http://www.nacada.ksu.edu/Resources/Clearing house/View-Articles/Advising-Distance-Learners.aspx

Varney, J. (2009). Strategies for success in distance advising. Retrieved from the NACADA Clearinghouse of

Academic Advising Resources Web site: http://www.nacada.ksu.edu/Resources/Clearinghouse/View-Articles/Distance-advising-strategies.aspx

Sue Ohrablo, Ed.D.Doctoral Enrollment Counselor / Program Professor

ohrablo@nova.edu

www.innovativeeducators.org