While attending a panel presentation by students pursuing degrees online, I heard one of the student panelists share something to the effect of, “Oh, I don’t do Office Hours. However, instead of Office Hours, one of my instructors had these ‘Afternoon Tea’ sessions on Zoom that I loved to attend when it worked with my schedule. She answered my questions, and I feel like she got to know me better. She was also available to meet by appointment.” What wasn’t revealed was why this student wouldn’t attend something called “Office Hours” but did attend these other sessions. Did “Office Hours” sound too formal? Was she unsure of what would happen during office hours, or unsure of what the purpose was? Did she think office hours was something students only went to if they were failing the course? The student didn’t say.
There is some mystery around why this student wouldn’t attend office hours, and her comment reminded me of what I had read in Small Teaching Online: Applying Learning Science in Online Classes, by Flower Darby and James Lang (available digitally through the Valley Library if you are part of the OSU community). In Small Teaching Online, under the section titled, “Get Creative with Virtual Office Hours,” several tips are highlighted for how to enhance participation in office hours. Here is a summary of a few of those tips presented in this book, which are based on Lowenthal’s 2017 study (pp. 119-121, Darby & Lang, 2019):
Rename office hours to sound more welcoming: “Afternoon Tea,” “Consultations,” or “Coffee Breaks” are some ideas to consider (p. 188, Lowenthal, 2017).
To enhance participation, plan just 3-4 well-timed sessions instead of weekly office hours, and announce them early in the term. For timing, think about holding a session before or after a major assessment or project milestone is due, for example.
Collect questions ahead of time, and make office hours optional.
Additionally, outside of office hours, remind students that you are available to meet with them individually by appointment since students’ schedules vary so widely.
Putting these tips into practice, here is what the redesigned office hours can look like in an asynchronous online course, where this “Coffee Break” happens three times in the term and is presented in the LMS using the discussion board tool or the announcements feature as needed:
What I like about this design is that the purpose and expectations of the session are explained, and it is flexible for both students and faculty. The “Coffee Break” is presented in an asynchronous discussion board so that students’ questions can be collected ahead of time and at their convenience. Further, if something comes up with the faculty and the live “Coffee Break” is canceled, the faculty can answer questions asynchronously in the discussion board. There is also a reminder that students are invited to make a separate appointment with their instructor at a time that works for them.
Have you tried rebranding your office hours? How did it go?
References
Darby, F., & Lang, J. M. (2019). Small teaching online : applying learning science in online classes (First edition.). Jossey-Bass, a Wiley Brand.
Lowenthal, P. R., Dunlap, J. C., & Snelson, C. (2017). Live Synchronous Web Meetings in Asynchronous Online Courses: Reconceptualizing Virtual Office Hours. Online Learning (Newburyport, Mass.), 21(4), 177-. https://doi.org/10.24059/olj.v21i4.1285
Have you implemented office hours in your online course, with few students taking advantage of that time to connect? This can often seem like a mystery, when we hear so often from Ecampus students that they desire to build deeper relationships with their instructors. Let’s dive into some of the reasons why online students may be hesitant to attend and identify a few ways we can improve this in our courses.
To help us address this question, let’s first consider who our learners are. The vast majority of Ecampus students are working adults who complete coursework in the evenings and on weekends, outside of regular business hours.
Ecampus learners reside in all 50 states and more than 60 countries. The people who enroll in Ecampus courses and programs consist of distance (off-campus) students — whose life situations make it difficult for them to attend courses on Oregon State’s Corvallis or Bend campuses — and campus-based students who may take an occasional online course due to a schedule conflict or preference for online learning. Here is a student demographic breakdown for the 2021-22 academic year: Approximately 26% of OSU distance students live in Oregon. The average age of OSU distance students is 31.
Considering this data about our online population, along with qualitative survey data and insights from our student success team, we can also deduce some additional factors. Our students are:
Working professionals, balancing family and personal commitments
Concerned about time
Often feel stressed and overwhelmed
Seeking flexibility and understanding
Located in a variety of time zones, with mixed schedules
From a number of cultural backgrounds and perspectives
Looking to identify the value of tasks/assignments and seeking how their education will benefit them personally
May experience self-doubt, imposter syndrome, or hesitancy around their ability to successfully complete their program
Identifying the barriers
Now that we have a better understanding of our online learners and some of the challenges they face, let’s consider how they approach office hours. The slide below, shared at a TOPS faculty workshop in 2020, outlines some of the self-reported reasons that students may not be engaging in support sessions or reaching out for help.
Slides shared from TOPS presentation, February 2020, by Brittni Racek
Students may have the connotation that office hours are for ‘certain types of concerns’ and not see it as a time to connect with their instructor on other areas of interest (i.e. graduate school, career planning, letters of recommendation, etc.) They may also see it as a sign of weakness or fault, rather than a strength for being able to utilize that time to build a relationship or increase their learning. Students may have also had past experiences, at OSU or elsewhere, that have formed an understanding of what office hours entail and what is allowed at these meetings.
Student feedback
In the Ecampus Annual Survey (2020), when asked about faculty behavior that made them feel comfortable attending office hours, students shared that instructor friendliness, promptly answering student questions, providing accessible and flexible office hour options, and demonstrating strong communication throughout the course were specifically helpful in encouraging use of office hours. (Ecampus Annual Student Survey)
Those who had not taken advantage of office hours shared reasons that generally fell into four categories:
Office hours conflicted with life and were not accessible to them
The student had not yet needed to use office hours
Using other forms of communication to ask for help
Lack of awareness of if or when office hours were offered
Alternative approaches
Rename and reframe ‘office hours’
To help students identify the purpose of your Office Hours time, and to make it a little less intimidating, you might consider renaming these hours. Some ideas include Student Hours, Homework Help, Ask Me Anything Hours, Virtual Coffee Chat, etc. Some instructors separate times for course related questions from times that are more for connection and talking about outside topics such as current industry news, future planning, etc.
It’s important to be clear with students what they can discuss with you at these times, and to also encourage their participation and welcome it. You could do this by choosing intentional wording in the way you share your hours, and also sending reminders by announcement or direct message.
Offer flexibility
To help make your hours accessible to a variety of students, you might consider offering a number of different times throughout the term, staggering when those are available (i.e. morning, lunch, evening, or a weekend day). You can also offer the option to request office hours by appointment.
Another strategy would be to survey your students at the beginning of the term to see when the best times are for the majority of the class. You could also leverage this survey to ask about topics of interest or to see if they have any concerns or questions starting off the term.
Consider the tools
For synchronous virtual meetings, we would recommend using Zoom as most OSU students are comfortable with this tool, and everyone has free access to it. Zoom links can be shared, and also integrated into your Canvas course using the tool in the Canvas menu. For asynchronous questions, you might create a Q&A forum for each week or module of the course (and subscribe to ensure timely notification). If you are using Canvas messaging, we recommend outlining that in your communication plan so that students know the best way to reach you.
Some instructors have also experimented with outside tools, such as Gather. Gather is a platform for building digital spaces for teams to connect at a distance. It is free to use for spaces that allow up to 25 users at once. You can chat, enable your mic and camera for audio/video interactions, and create specific areas for small group conversations.
Demonstrate care and community
One of the best strategies for encouraging students to utilize your meeting hours or to reach out for help in other ways, is to demonstrate care throughout your course. This can be done by using welcome and inclusive language in your Syllabus and written course content, having a warm and friendly tone in your media (i.e. recorded lectures and videos), and reaching out proactively to students who may be low in participation or struggling academically.
Resources
Office Hours for Online Courses – This guide was created by our Ecampus Faculty Support team, and provides a great overview for best practices and implementation.
Office Hours Explainer – This PDF was designed by OSU’s Academic Success Center, as a student-facing resource on Office Hours. It explains the variety of topics available, steps to take, and preparation for the student. There is a specific section about online courses, but the majority of the guide is applicable to Ecampus students.
Effective Office Hours – This faculty guide, created by the Center for Academic Innovation at the University of Michigan, offers some ideas for how to leverage virtual office hours, including specific strategies from an instructional perspective.
This blog post is an Instructor Spotlight authored by Xiaohui Chang. Xiaohui is an Associate Professor of Business Analytics in the College of Business.
Introduction
Teaching an online course can feel like a solitary experience, and it can be isolating for students as well. Don’t we all wish we could get to know our students better? In this post, I’ll share some of my teaching practices that help me connect, support, and engage our online students.
First, a little background about my teaching, especially online teaching. I have been heavily involved in undergraduate and graduate teaching since 2014 and have taught more than 2000 students (2047 to be exact) under a variety of teaching modalities including traditional face-to-face classes, online courses with Ecampus, synchronous class sessions due to COVID-19. The courses I teach are mostly quantitative, including business statistics and business analytics. Since my first online class in Summer 2017, I have delivered 8 online classes with 347 students in total. Besides my extensive online teaching experience, I have attended many workshops to improve my skills, had numerous productive conversations with colleagues and Ecampus instructional designers, and acquired knowledge in theory and practice from books and websites. Most importantly in the past several years after developing the tricks and practices described below, I have put them to the test in my online classes.
Most of my practices revolve around one key idea: provide proactive support to students, which is also advocated by Ecampus in their Online Teaching Principles. The two principles that touch on this type of proactive support are (1) Reach out and (2) Refer and Cultivate Inclusion.
What does this look like in action? In this post, I will share some examples of how I apply these principles to demonstrate care, connect with students, and proactively support those that may be struggling. My hope is that other instructors will find methods that resonate and work for your students as well.
Employ Empathy Statements in Email and Other Communications
Empathetic emails and other communications are essential in establishing supportive interactions with students but they don’t get the amount of attention and effort that they truly deserve. First of all, emails are undoubtedly the most popular tool used by students to connect with faculty. On a 5-point Likert-type (1=never, 2=sometimes, 3=about half the time, 4=most of the time, 5=always), emails are rated 3.53 which is the highest among all tools used. Online instructors spend hours responding to student emails every day. I receive an email like the following anywhere between once a week to a few times each week.
“I am sorry for reaching you so late … I just realized this issue now with all of my classes. I might have been distracted by … at the moment, causing me to lose certain grades, but I am trying to be more attentive moving forward … Is there any way I could still get points for my missing assignments? Thank you for your understanding, and I’m sorry again for the trouble.”
Quote from student email
In face-to-face interactions, I try to be straightforward. My natural response to an email like this would simply be a description of the student’s missed assignments and a discussion of the late penalty policy in this course. After drafting a response email, I try to pause for a while, re-read the student’s email, and try to put myself in their shoes.
After teaching at OSU for a few years, I noticed that many of our students are shouldering multiple roles and responsibilities while attending school full time. According to the 2020 OSU survey collected from a total of 1,190 students, close to 47% of the students are working full time, 20% are working part-time, and 29% are caregivers to a child or a family member. A few of my students have been serving in Afghanistan while taking my online classes. Students’ commitments outside of class increased even more during this unprecedented COVID era. I doubt I would do a better job than my students who are wearing multiple hats in staying focused in all of these courses and keeping track of tens of due dates every week. I strongly believe that getting into an empathetic mindset not only helps me relate to them, listen to their stories, and feel their frustration, but also makes students feel that they are not just another number. In my final response to the aforementioned email, I start my reply with a paragraph like the following and discuss the missed assignments and late penalties in the second paragraph.
“Sorry to hear that you’ve been distracted by …. I understand that it can get quite difficult to stay on top of everything at the moment. Please don’t hesitate to reach out to me or the Ecampus academic and student support services if we can be of any help to you. We are here to support all of our students to succeed.”
Instructor email response
This additional paragraph takes very little time to write but carries a long way to foster a supportive online learning environment. Some of my students shared this feedback in my teaching evaluations.
“For someone that is off-campus, this was a great feeling that I wasn’t just another student, I almost felt as if I was her only student, that’s what that little note meant.”
Quote from student evaluation
I highly recommend all online instructors to consider using empathy statements in their emails and other communications with their students. They mean more to your students than you believe. You can find more information about empathy in online instruction via Michelle Pacansky-Brock’s Humanizing Infographic and in the Humanizing Online Learning blog post by Tianhong Shi.
Restructure Office Hours – “Ask Me Anything Hours”
Research studies have shown that high-quality student-faculty interactions are linked with many benefits ranging from academic success to student retention (Kuh et al. 2010, Tinto 1997).
For online classes, besides email messages, virtual office hours are another useful way to engage student and faculty interactions. Nevertheless, in the 2020 OSU Survey, when asked which tools they use to communicate with faculty, the average score for emails was 3.53, compared to a mere 1.59 for virtual office hours. Smith et al. (2017) recommends that faculty and higher education institutions “make it explicit what students might get out of office hours”, “create nurturing classroom environments by promoting friendly and dedicate attitudes toward teaching among faculty,” and “openly and proactively promote office hours.” Because many online students are not aware of the purpose of office hours, following the suggestions from my colleague, Dr. Jason Stornelli, I have renamed all my office hours to “Ask Me Anything Hours” to make the sessions informative and inviting. I have also tried to proactively promote these sessions through Canvas announcements, groups emails, and one-on-one emails. The student attendance rate has gone up since then. This further cultivates a supportive and welcoming environment for the students, inciting responses such as the following:
I never got to take advantage of the office hours, but I’ve never had an online instructor who encouraged visiting them so much, which felt very inviting. I always felt like I had a voice and was cared about.
Quote from student evaluation
Provide Constructive and Personal Feedback for Students to Reflect and Improve Upon
Many of my students also appreciate the personal feedback they received after the exams and some important assignments. Modern technologies including grading rubric and speed graders in Canvas have expedited grading significantly, but may limit the personal and constructive feedback from the instructors. For online classes, personal feedback is particularly important because it provides learners with valuable feedback in which to inform, reflect, and adjust their learning. In my classes, I first organize all exam questions according to their modules. After students complete the exam, I go through every student’s exam and identify their individual points of weakness, i.e., the modules and the types of questions that they would need to improve upon. I also offer an extra credit assignment for students to make up some lost points from the exams; this will not change students’ grades substantially but offers an opportunity and an incentive for students to practice and learn from their mistakes.
I have never had a teacher email me personal feedback about one of my midterms. I went over the modules you said I should work on, and it really helped me on the final. The extra practice problems were very useful in not only raising my grades but also grasping the subject better.
Quote from student evaluation
Periodically Check in with Students Who Are Behind
Checking in with students who may be struggling in the class throughout the term plays a critical role in supporting our students. This has been made easier than ever by Canvas LMS. Under the Canvas gradebook, for each assignment, we can email those students who failed to submit an assignment or scored less than a specific score. For online classes with many assignments due every week, it becomes challenging to keep track of all the due dates even with the assistance of automatic to-do reminders from Canvas. In my emails, I also encourage students who are falling behind to seek assistance either from me, our Teaching Assistant, a private tutor, or TutorMe, which is an online tutoring platform for currently enrolled OSU Ecampus students, and connects them with live tutors in under 30 seconds and 24/7. Sometimes students are not aware or just forget about the many assistance and resources offered in this class.
Online students often feel invisible and insignificant. They need to be seen and valued by instructors. Many of the practices outlined above can be easily done and are essential in fostering a supportive learning culture and ensuring the success of students. I hope you try out some of these practices in your online classes and find at least one of them helpful for you and your students.
Infographic created by Brittni Racek via Venngage
Feel free to contact me at Xiaohui.Chang@oregonstate.edu as I am always eager to hear your feedback and suggestions. Let us connect with and support each other in this online teaching journey as much as we do with our students.
So, you’re thinking about offering virtual office hours in your online class. Your instructional designer is thrilled! Virtual office hours are a great way to promote social connection and build community with your students.
But, you’re nervous. Maybe you’ve tried offering virtual office hours before. Maybe you’ve heard from colleagues that students aren’t going to show up to your office hours. Maybe one student will show up. Maybe five. Or three. Or none. Maybe you’re not sure how to prepare. You want your students to come with questions. Maybe your students will come with tons of questions. Maybe they won’t.
Just as you can’t–or shouldn’t–teach an online course in the same way that you would teach an on-campus course, you also shouldn’t structure your virtual office hours in the same way you structure your face-to-face office hours. On-campus students already have face time with you and their peers in class. If your on-campus students come to your office hour, it’s likely because they have a question for you. Online students may have other reasons for attending your office hour. Given, not just the different modality, but the different reasons online students choose to attend an office hour, virtual office hours implemented into a primarily asynchronous online course, require thoughtful planning.
The research article, “Live Synchronous Web Meetings in Asynchronous Online Courses: Reconceptualizing Virtual Office Hours” (Lowenthal, Dunlap, & Snelson, 2017) explores how to successfully conduct online office hours in primarily asynchronous online courses. The article focuses on group office hours, but synchronous student-student and instructor-student interactions are worth considering as well. While I would encourage you to read the entire paper, I’d like to summarize some of the “implications for practice” highlighted in the article. The paper includes 21 implications for practice. Here are a few to consider for your online course:
Rebrand your office hours. For better or for worse, we all have preconceived notions about what an office hour entails. Be thoughtful about your goals for the virtual sessions, renaming them to reflect how the time will be used, the level of formality, or the structure. Examples from the research article include, “Happy Hours, Coffee Breaks, Afternoon Tea, Bat Cave…Around the Campfire….Consultations, Design Studio, Conference Room, Headquarters, and Open Space.” (188)
Schedule them in advance–ideally at the beginning of the quarter–and vary the days and times to accommodate different schedules and timezones. Providing ample notice and opportunities on various days and times is especially important as online students are often juggling home, work, and school responsibilities.
Provide reminders via email or announcements.
Prompt students for questions prior to the live sessions.
Then, record the live session. That way, students can still ask a question, have it answered, and watch later if they’re unable to attend the live session.
Post the recording in an announcement, so that it is easy to find.
Start the session with an ice-breaker.
Consider offering some brief direct-instruction or inviting a guest speaker.
Incentivize students to attend by making the experience engaging and relevant–and giving them an agenda before the session.
While virtual synchronous interaction isn’t usually required in Ecampus courses, it is an option that, when thoughtfully implemented, can enhance the teaching and learning experience. If this is an approach that you’re interested in exploring, reach out to your instructional designer, and they can help you implement it in a way that is equitable for all students.
References:
Lowenthal, P. R.; Dunlap, J. C. & Snelson, C. (2017). Live synchronous web meetings in asynchronous online courses: Reconceptualizing virtual office hours. Online Learning 21(4), 177-194. doi: 10.24059/olj.v21i4.1285
So, you’re thinking about offering virtual office hours in your online class. Your instructional designer is thrilled! Virtual office hours are a great way to promote social connection and build community with your students.