Providing Innovative Service to Students Inside and Outside of the Online Classroom: A Student Perspective


  • Anita Crawley
  • Marie Fetzner



While institutions recognize the need to provide online student support services, the most effective approaches for developing and delivering these services are not always clear. The need to support students inside and outside the online classroom calls for collaborative efforts from many constituencies. The articles in this volume illustrate good practices in providing student-centered service innovations designed to improve academic success and retention.

Author Biographies

Anita Crawley

Anita Crawley, an online instructor and course developer for UCLA Extension and the Illinois Online Network, previously held counseling and faculty and administrative positions in student affairs and distance learning programs. She is recognized for her pioneering work in the field of supporting online students and is the author of Supporting Online Students: A Practical Guide to Planning, Implementing, and Evaluating Services.

Marie Fetzner

Marie Fetzner is an adjunct instructor for Monroe Community College (MCC) in Rochester, NY. She retired from the role of the MCC Assistant to the Vice President, Educational Technology after 25 years of service. Marie has coordinated online faculty training, has developed and taught online courses for more than a decade, and her research interests are focused on online student retention. Marie earned her Bachelor of Music (B.M.) degree from the Eastman School of Music at the University of Rochester, she earned her Master of Public Administration (M.P.A.) degree at the State University of New York at Brockport, and her Ed.D. was earned at the Margaret Warner Graduate School of Education and Human Development at the University of Rochester.






Student Perspectives