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Higher inclusion rate of different media types within technology‐supported learning scenarios is becoming more necessary for higher education, as it seeks to attract more technologically‐minded students and still offer effective learning. An ‘off‐the‐shelf’ model is needed, for making third‐party, non‐text‐based, electronic resources available to academic staff who are building courses, but is shown to still be some way off. Ideally this type of model should allow independent, legal use of such resources by academic staff who rely predominantly on standardised forms of organisational services. When achieved, less‐intensive day‐to‐day support should be required per learning scenario developed so that use of different media types becomes more scaleable than at present. This paper specifically concentrates on aspects related to time‐based media (TBM).

The purpose of this paper is to discuss the development and assessment of learning support environments for academic writing that utilize ICT, such as e-learning and online tutoring, in Japanese higher education. First, the authors introduce the design of an e-learning writing program for the Japanese language and assess whether the program is an effective learning support tool for undergraduates. Second, the authors analyze and assess online tutoring support for academic writing and clarify the merits and disadvantages of online and offline tutoring at writing centers, then suggest instructional strategies by analyzing the writing tutoring process.

The authors adopted e-learning goals to assess its effectiveness. The authors asked the participants questions they could answer from five-point scales, conducted a paired t-test, and included a free description-type questionnaire. Then, to assess online tutoring, the 12 students took pre- and post-test questionnaires, after which the authors conducted a Wilcoxon signed rank test. In addition, the authors carried out a Kruskal–Wallis rank sum test in order to confirm differences in satisfaction level and the effectiveness of face-to-face tutoring and online tutoring.

By analyzing the pre- and post-test results, the t-test confirmed that the students found the e-learning system to be effective for nurturing academic literacy. This means the system is appropriate as a support tool for nurturing academic writing, especially writing knowledge and rules, and university must provide a comprehensive learning support environment including e-learning. Next, the authors found no statistically significant difference between face-to-face and online tutoring, although some problems with the writing process remained. So online tutoring has opportunity to promote autonomous learning. The research results make it clear that because of writing centers’ potential and their effectiveness in utilizing ICT tools.

Research findings about academic writing are to improve the tutoring process and writing strategies, such as the use of ICT for academic writing support like e-learning, online tutoring, do not exist. To provide learning opportunity to learners and promote autonomous learning, e-learning and online tutoring are important. For the reasons noted above, it is necessary to provide an alternative writing support environment to students in Japan. Therefore, the authors report on and assess the development of learning support environments for e-learning programs and online tutoring for academic writing at the undergraduate level in Japan.

The purpose of this paper is to examine best practices in supporting tutors in academic quality within private training enterprises (PTEs) in New Zealand and to make practical recommendations for people working in the tertiary education sector.

A hypothesis is proposed, which is then tested using a case study examining what support from the quality assurance section of a PTE’s tutors perceive to be important. The hypothesis is that additional feedback is required for tutors. The results are compared with those on the literature on quality assurance to see if there is consistency in themes.

The primary themes that emerged from interview and survey data were that tutors with more than three years of experience feel they would benefit from more regular, clear and constructive feedback and that these tutors need support during any programme-related changes.

This research highlights that the quality of feedback is crucial in education and a worthwhile area of further investigation. Limitations include the size of the sample of interviewees and that the study was based on only one organization in New Zealand. Future research is also suggested, which could include data from other tertiary educational institutions.

The paper concludes with a practical overview of “dos” and two “don’ts” identified from the case study. The objective is to share recommendations in a practical and useable way with other practitioners.

This account of an inquiry into internal quality assurance processes and outcomes offers transferable learnings to tutors, academic quality assurance teams, employers and other stakeholders across the education sector.

The conclusion drawn from this is case study is that educational organisations should ensure that anyone tasked with providing feedback to tutors is first coached themselves; otherwise, the feedback can be unhelpful.

Against a backdrop of concerns regarding the quality and equity of the final practice-based pre-registration training year, the purpose of this paper is to examine how robust and equitable current education and training arrangements in Great Britain are in preparing newly qualified pharmacists (NQPs) for practice.

In addition to considering relevant regulator, policy and research literature, this paper presents findings from a longitudinal qualitative study that tracked 20 pharmacy trainees and their tutors during pre-registration training and early registered practice. Trainees were interviewed four times over a 12-month period; tutors were interviewed twice. Semi-structured interviews explored learning and development, work environment and support received. Interview transcripts were analysed thematically using template analysis.

Currently, there are no requirements tor training pre-registration tutors, or for accreditation or quality assurance of training sites. Longitudinal interview findings showed that community trainees developed knowledge of over-the-counter and less complex, medicines whereas hospital trainees learnt about specialist medicines on ward rotations. Hospital trainees received support from a range of pharmacists, overseen by their tutor and other healthcare professionals. Community trainees generally worked within a small pharmacy team, closely supervised by their tutor, who was usually the sole pharmacist. NQPs were challenged by having full responsibility and accountability as independent practitioners, without formal support mechanisms.

The variability in trainee experience and exposure across settings raises concerns over the robustness and equity of pre-registration training. The lack of formal support mechanisms post-registration may pose risks to patient safety and pharmacists’ well-being.

Purpose – The chapter provides the reader with an overview of how teacher preparation programs can utilize a school-based reading/literacy clinic model within university coursework. Information on how to successfully scaffold teacher candidates into becoming more reflective educators through the use of a reading clinic model is provided. Details for partnering with community organizations to provide tutoring support for struggling readers is illustrated.

Methodology/approach – The research support for utilizing tutoring programs is shared. Implications for teacher preparation programs seeking to develop literacy experiences for preservice and practicing educators are depicted. This book chapter describes a framework for establishing and maintaining tutoring partnerships within communities.

Practical implications – The author provides examples of effective community partnerships with suggestions and techniques for developing new programs and/or partnerships. Practical tips for establishing and maintaining tutoring programs which are composed of innovative practices are included.

Social implications – The key element of effective tutoring programs is to improve student achievement in literacy. Educators must build meaningful and thought-provoking literacy practices into the tutoring setting. A model for using a tutoring approach supportive of struggling readers is described. The components for effectively designing and preserving a reading clinics program are shared.

The purpose of this study is to evaluate the development of a blended e‐learning pedagogical model for an undergraduate enterprise programme. The proliferation of e‐learning programmes offers new opportunities and challenges for universities to meet the learning needs of new student markets. However, the use of e‐learning as an enabling mechanism for enterprise education remains largely unexplored within academic literature.

The case study methodology comprises a series of focus groups with key stakeholders in the project, namely online tutors, students and scheme leaders from a number of partner colleges involved in the delivery of the course.

The study charts the evolution of the blended learning pedagogy which was found to best meet the learning requirements of non‐traditional learners on an undergraduate programme. The blended learning pedagogy strategy which was developed replicated the best informal practice that had emerged through each of the partner institutions and the learning needs of the students. Constituent elements of the pedagogy included the provision of structured face‐to‐face events, a range of student supports systems and the creation of a code of practice for online tutors. As a result, a model of best practice for blended learning is proposed.

This study contributes to the literature in terms of proposing a working framework for online undergraduate enterprise education with identification of critical success factors including supportive induction, viable pedagogy and effective support systems. The framework can be utilised by practitioners and theoreticians as a guide to the effective management of pedagogical issues associated with blended online education.

What happens when computer software is designed to replace the teacher and the human role is to service the relationship between the software and the learner? Specifically, this paper aims to consider whether or not emotional labour is performed in contexts mediated by technology in the private sector.

The research is a single site, the online tutoring centre, in a large global education company in Europe servicing learners based in companies elsewhere. It is a critical case study with strategic importance for understanding the effects of the transformations to the education work afforded by a work design based on digital Taylorism. Qualitative methods are used, including observation, analysis of tutor/student e‐mail exchanges over a ten‐month period and interviews with key personnel.

It was found that in spite of the drive for standardisation and consistency, online tutors engaged in considerable levels of emotional labour, individualised in its performance along a spectrum.

The work has value in that it extends into new sites the study of digital Taylorism. In finding emotional labour in this critical case, it suggests that emotional labour will be present in less extreme cases.

The article is a useful source of information for practitioners in online learning centres, as well as researchers in the area of recruitment and training of online tutors.

The article provides insights into effects of the recruitment of underqualified people in private learning centres.

The article provides insights into an area of work‐based learning that is under‐investigated to date – i.e. the recruitment and practices of tutors in private learning centres and the role of emotional labour.

The need to enhance student support is evident in higher education (HE) curricula. In addition to the complications created by the COVID-19 pandemic, the current strategies used in academia are criticised for their lack of appropriate student support in HE. The study focused on the themes under Section 4 of the National Student Survey (NSS): availability to contact tutors, receiving good advice and guidance and availability of good advice. The study aimed to provide recommendations for enhancing academic support by developing drivers that need implementation during course delivery.

A documental analysis and a qualitative survey were adopted for this study. A documental analysis of 334 mid-module reviews (MMRs) from levels three to six students in the built environment (BE) discipline. Critical themes identified from the MMRs were fed forward in developing a questionnaire for academics. A sample of 23 academics, including a Head of school, a Principal lecturer, Subject leads and Lecturers, participated in the questionnaire survey. Content analysis is adopted through questionnaire data to develop drivers to enhance academic support in BE. These drivers are then modelled by interpretive structural modelling (ISM) to identify their correlation to NSS Section 4 themes. A level partition analysis establishes how influential they are in enhancing academic support.

The study identified nine drivers, where two drivers were categorised as fundamental, two as significant, four as important, and one insignificant in enhancing academic support in HE. Module leaders’/tutors’ improving awareness and detailing how academic support is provided were identified as fundamental. Differentiating roles in giving advice and the importance of one-to-one meetings were identified as significant. A level partitioning diagram was developed from the nine drivers to illustrate how these drivers need to be implemented to promote the best practices in academic support in HE.

The identified drivers and their categories can be used to set prioritised guidelines for academics and other educational institutions to improve students’ overall satisfaction.

Novelty from the study will be the developed drivers and the level partitioning diagram to assist academics and academic institutions in successfully integrating academic support into HE curricula.

The Open University of the United Kingdom is acknowledged as one of the most successful distance education system yet designed. High among the reasons for its success is the student support service provided by the Regional Tutorial Services, a department of the Open University administrative structure which has received little acclaim. This paper shows how the Regional Tutorial Services copes with the problem of drop‐outs that has been a feature of many other distance systems and how it seeks to provide a valid educational experience for those enrolled. Three phases in the evolution of the present administrative system are analysed and various aspects of structure are discussed. Attention is drawn to developments in computer recording which may enable the Regional Tutorial Services to forecast possible drop‐outs and thus take a major step towards eliminating avoidable student withdrawal.

The purpose of this study is to improve the utilization of walk-in tutors at the University of Dayton.

This paper discusses the application of mixed methods participatory action research with the use of the lean six sigma (LSS) define-measure-analyze-improve-control (DMAIC) methodology combined with discrete event simulation to improve the tutoring processes at the University of Dayton.

The impact of these improvements provided a great balance between tutor utilization and student wait time, and as a result, an increase in pay was negotiated for tutors. Additionally, two schools within the University, Engineering and Business, have seen the value of the tutoring for their students and have provided additional financial support for tutoring services. Specifically, these schools now have dedicated by-appointment tutors for their students.

Incorporating simulation within the LSS methodology provides a “prototype” simulation of the potential solutions prior to changing the process in the real world. This approach can minimize the risk of implementing solutions that are costly or ineffective. The improvement of increased tutor pay helped to demonstrate the university’s commitment to tutors and tutoring. Through continuous improvement efforts, the tutoring department has tripled the number of courses that they support through these enhanced relationships, improved utilization and the overall culture and work environment. The LSS methodology and tools combined with discrete event simulation can be used as a guide for improving other repetitive processes within the university.