Technology-facilitated online and distance learning student support

This paper considers the role that learning technology can play in student retention in online and distance learning (ODL) courses. Drawing on research into student withdrawal and dissatisfaction with higher education which demonstrates how the student experience contributes to unacceptable attrition rates, it argues that student support is core to student retention. It builds the case for an enriched learning space which supports the student and enhances their learning experience; and demonstrates how the concept of the "delighted customer" (as used within business and engineering circles) can be adapted to that of the "delighted student" with a wide "zone of tolerance". This is demonstrated in a set of proposals for "delighting" the students on a new course which the university is in the process of designing.