Learners and learner services: The key to the future in open distance learning

Abstract

This chapter considers the place of learner services in the rapidly changing field of open distance learning, with a focus on the goals of institutional responsiveness and facilitating student success. It takes the position that provision of learner services is one of the key ways in which those engaged in distance teaching can demonstrate a commitment to learner-centredn ss in order to become more competitive and better positioned strategically to serve the pressing demand for high-quality, accessible education and training. This chapter does not advocate a particular set of services as being most effective for all distance learners and institutions. Rather, recognizing the importance of contextual considerations, it begins with a discussion of core issues in the development and delivery of learner services. These include defining the role of learner services within the context of an institution's culture and value system, the linking of practice to research findings in developing strategies to facilitate student success, and the emerging trends that will influence future developments in learner services. Although the author draws on experience gained mainly in large single- and dual-mode post-secondary distance teaching institutions, the issues identified are generic and will likely be of equal concern to distance education practitioners in a variety of settings.