Many have written about the change at Southern New Hampshire University over the last 20 years, and the rapid expansion of our online provision. Often cited is our use of technology, which allows us to offer highly personalised support.
The 75 people in our data analytics team measure everything: from how many minutes it takes to respond to an inquiry (target time: eight minutes; current time: three and a half minutes) to the efficacy of content. For example, if we see that students have a drop in performance in week five, we then ask ‘is the sequence wrong?’ or ‘do we have to structure this course differently?’
The data are powerful, but it is the support provided by our academic advisers that translates them into meaningful impact. They are life coaches, spending 20 per cent of their time on academic issues, but 80 per cent on non-academic matters and the welfare of students.
A typical conversation might be, ‘I understand work has been busy and you have fallen behind – have you been using our tutoring services? Let me connect you.’ Or we can offer help when a student throws their hands up, and says ‘I don’t know what I was thinking – I’ve got three kids, I’m not sleeping, I don’t have any breathing space!’
