学习支持服务如何使远程教育更具吸引力?——英国开放大学MILLS对我国远程教育的启示

How Does Learning Support Services Make Distance Education More Attractive:The Enlightenment of MILLS Model of the Open University in the United Kingdom on China’s Distance Education

学习支持服务是远程教育领域一个重要命题。英国开放大学以学生学习体验和持续关注理论为中心,构建了学习与学习者支持一体化模型(MILLS)。在时间维度上,该模型实现从招生入学到完成学业各阶段对学生的全面持续关注;在人员配置上,构建了学生支持服务团队,精准定位辅导教师职责;在服务范围上,兼顾学术性支持与非学术性支持,关注特殊群体;在技术支持上,形成了基于大数据的各种优质高效工具和完善的个性化学习支持服务。其启示在于:在推进学习支持服务改革实践过程中,需要明确服务流程与干预节点,为学习者提供全程指导;构建支持服务专业团队,实行“首问负责制”和一站式服务;升级服务理念,扩大服务内涵,重视学生情感关怀;实现系统和数据集成,加强“以学生为中心”的数据分析。

Learning support services is an important topic in the field of distance education. The Open University in the United Kingdom,centered on students’ learning experiences and continuity of concern theory,constructs a model that is called for the integrated learning and learner support. On the time dimension,the model focuses on all the steps from enrolment to completion of the academic stages of students. On the staff arrangement dimension,it builds the Student Support Teams(SSTs)and positions the role of tutors precisely. On the service dimension,it provides both academic support and nonacademic support. It also focuses on the careers advisory services and the disabled student supports;meanwhile,paying attention to employment and special groups. On the technical support dimension,it uses various high quality tools and individual learning support services on the basis of big data. Therefore,the benefits of introducing this model are:in the process of promoting the practice of learning support service reform,we should define the service process and interventions;provide learners with full guidance;build a professional team for support services;carry out a "responsible system" that includes one-stop service;upgrade the service concept and broaden the service idea;pay attention to the emotional care of the students;and strengthen the data integration and analysis of "student centered" learning.