Meeting Diverse Student Needs for Support Services: A Comparison Between Face-to-Face and Distance-Learning Students

Abstract

Student support, as a crucial part of educational delivery, is closely related to many aspects of students’ lives. Catering for students’ diverse needs for support services poses challenges for all education providers; and for institutions offering courses in different educational modes, the challenges are even greater. This chapter addresses the diverse needs of face-to-face and distance-learning students for student support services. It presents the experience of the Open University of Hong Kong, which caters for both face-to-face and distance-learning students. The provision of these two modes of education calls for a comprehensive assessment of students’ needs in order to develop and provide effective support services. This study aimed to (1) examine the need for student support services and facilities among student groups and (2) identify the major differences in this regard between face-to-face and distance-learning students. Both quantitative and qualitative methods were employed. An online survey was conducted to evaluate student preferences for various services and facilities; and valid responses were collected from 461 students, including 374 face-to-face and 87 distance-learning students. Also, eight focus groups were organised to collect student and staff opinions on student support services. The findings from the survey reflect the dimensions of services and facilities that the different groups of students valued most. For example, career development, which was ranked as the most important dimension by both student groups, shows the huge demand for relevant support in this area. Students’ expectations also call for additional resources to be put into internship programmes for face-to-face students and academic advisory services for distance-learners. The responses collected in the focus groups provided further insights into the needs of students – such as the provision of a gymnasium, residential halls, exchange programmes and social events – to enrich their learning experiences. Based on the results, the selection and provision of student support services are discussed.