“学习支持服务”第三方质量监测研究

Third party quality monitoring of learner support service

学习支持服务是评判远程教育质量的重要考察要素。随着远程教育理论和实践的发展和完善,学习支持服务领域沉淀出了优秀的研究和实践经验。本文将在总结国内外学习支持服务质量标准的基础上,结合中国的实践,设计和开发适合我国远程教育学习支持服务质量的标准和指标,并尝试基于公开数据对远程教育试点院校和开放大学的学习支持服务质量进行监测,探索可操作的第三方质量监测途径,呈现我国远程教育学习支持服务的现状并提出改进建议。

Learner support service is a significant factor to be considered in evaluation of distance education quality. With the development and improvement in distance education theories and practices, abundant well-wrought studies and implementations have been available in the field of learner support services.Based on quality standards on learner support services both at home and abroad, and with China's reality in mind, this study set out to develop'the learner support service quality standard and index(LSSQSI)'from the two dimensions of academic and non-academic support to suit the needs of distance education in China, covering eight aspects: tutoring and Q&A, homework feedback, interaction channels,skills training, technological support, information service, scholarships and complaint mechanism. The study aims to monitor learner support service quality, using open data, in the online education colleges of campus-based universities and the Open University system, exploring the feasibility of third party quality monitoring. The result shows that both the online education colleges and the Open University system lay great emphasis on learner support, providing diversified modes of learner support services to students in advanced technologies. Nevertheless, there exists a lack of systematic planning and overall design, and corresponding service standards on the whole.