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Riding the Wave:

Best Practices for Online Tutoring

Presented by Judy Arzt

Assessment Initiatives for Writing Centers College Composition and Communication ConferenceMarch 12, 2009

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•How does an online writing center evolve over time?•What are best practices in an online writing center?•How do students develop as writers based on their use of an online writing center?

Research Questions:Research Questions:

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Methodology:Methodology:

•Retrospective study of our online writing center, 2001-2008•Student and tutor surveys, review of 1,000+ transcripts of sessions, 8-year period•Retrospective, longitudinal, in-depth case study, 12 students, 3-year use of online

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… to help students become better writers

…the writing center is not a fix-it shop

Photo: 2001 Excellence Award, SUNy Alban

http://www.albany.edu/feature2001/excellence_awards/stephen_north.htmly

Stephen North: Mission of the Writing CenterStephen North: Mission of the Writing Center

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Nancy Sommers’ longitudinal research at Harvard University

Method: study students as writers over the course of their college career

Finding: value of feedback to multiple drafts helped students progress as writers and engage in the writing process

Photo, Harvard Graduate School of Education

Longitudinal researchLongitudinal research::

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Chronological Development of Our Online Writing Center, 2001 - 2008

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2001-20022001-2002

•Email tutorials: 40 students/yearEmail tutorials: 40 students/year

•Email submission: copy & paste Email submission: copy & paste

•Opening comments and embedded commentsOpening comments and embedded comments

•Upper-class and graduate studentsUpper-class and graduate students

•Follow-up to in-person sessions or for successive Follow-up to in-person sessions or for successive sessionssessions

•Low usage: limited access to email and attachmentsLow usage: limited access to email and attachments

•Development of OWL: Internet websiteDevelopment of OWL: Internet website

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ed. Eric H. Hobson, 1998

Valuable Resource in Early StageValuable Resource in Early Stage

•Offered suggestions for placing resources online

•Impetus for website and OWL online handouts

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Development of Website Resources Development of Website Resources

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2002- 20032002- 2003

•Increase usage and interest, 200+ hours

•Reduced need for in-person tutoring nights and weekends

•Cost effective

•Concern: tutor training

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2003-20042003-2004

•Email tutorials

•Connecticut Distance Learning Consortium

•Smarthinking

•Student preference for email method:

•Tutor familiarity with assignments, instructors, curriculum, course expectations

•Availability of same tutor for successive drafts

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2004-20052004-2005

•1200+ hours

•E-mail and E-tutoring platform

•50:1 ratio, E-mail versus E-tutoring

•Development of tutor training manual

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2004-2005 Tutor Training Materials

–Continuity: in tutors’ strategies–Continuity: review of student history–Review of full paper–Global versus lower-level concerns–Submission of successive drafts –Online resources (handouts)

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Page from Manual

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Final Checklist at End of Manual

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Findings by 2004-2005Findings by 2004-2005

•As tutors gain comfort with working online

•Build rapport with students

•Use more rhetorical strategies: questions to deepen critical analysis and develop ideas

•Increase focus on global and content concepts

•Move to more interactive sessions

•Tutors who teach online courses adjust quickly

•Other tutors make gains over time and capitalize on writing & disciplinary expertise

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2005-20062005-2006

• 1500 hours online

•Faculty response critical to success

•Encourages continued use

•Leads to submission of multiple drafts

•Numerous students prefer online to in-person

•Blackboard site

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• In 2006-2007, online tutorials comprised 1,728.50 of the total tutoring hours

• In 2007-2008, 2,826.25 tutoring hours were completed online (66% of total hours tutored in writing)

• Over 1,000 student folders online• Roughly 300+ users a semester

2006-2008

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Figure 1: Writing Tutorials 2007-2008

2826.25

1430.25

0

500

1000

1500

2000

2500

3000

Online Writing Tutorials In-Person Writing Tutorials

Online tutoring doubles the number of hours in-person.

2007-20082007-2008

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2007-20082007-2008

•Developments in 2007-2008: •Writing Associates Program

•Embedded in courses

•Discipline-specific tutors

•Extended training and development of resources

•Increased continuity among sessions

•Increase in repeat users

•Reaching a broader spectrum of students

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How do students respond to online tutoring?

• Survey data (Fall 2008)– 76% noted online tutoring helped them to

develop their writing skills– 100 of 108 participants reported they would

continue to email their papers– 95% reported being satisfied with the tutoring

service

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As an online tutor and writing associate, I read the texts and confer with the professor. Online tutors who work in this capacity have a grasp of the grading for each paper & expectations for the course. The relationship between the student & online tutor is clinicalized through the latter’s explicit knowledge of the subject. An excellent relationship between the online tutor & student is established, one based on trust, sharing of knowledge, & one that builds the security necessary for the student’s academic growth.

Tutor Survey Comment:Tutor Survey Comment:

Linking Writing Associates Linking Writing Associates Program and Online TutoringProgram and Online Tutoring

Emma

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The first strategy that contributes to skill improvement is to agree to invest time with the writer over the course of several drafts of a paper. Doing so allows the tutor/writer to focus on high level issues such as argument, organization, & level of analysis, & then move to other issues such as diction, tone, application of citation format, etc.

Higher Order ConcernsHigher Order Concerns

Kris

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As the tutor and the writer develop a rapport, they should converse about the paper...they should be partners, and the tutor should give FULL responsibility for the paper to the WRITER. Do swim coaches jump in the pool and swim for the athletes? Do chefs simply make the food for the sous chefs? Doesn't work that way...so why should tutors make corrections…for students?

Kris

Student OwnershipStudent Ownership

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The use of explanation, modeling, & sharing of writing tools in the opening, embedded comments, & next steps helps. It is important to build on the tutorials before checking the student’s history, referring to past tutors’ advice. The more we know about the assignment, the more we can help. The most successful strategy is when I can dialogue with students & ask questions…that deepens their understanding of the subject, and produces more robust paragraphs, a solid thesis, and a thoughtful conclusion.

Jess

Structure of the TutorialStructure of the Tutorial

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Continuity in and between online tutors is crucial to the overall success of a student’s long term. Universal tutoring techniques are necessary. Such techniques include student folders which contain all papers, embedded comments that foster growth, rather than simply a mark-up of papers, & next steps remarks that make aware for the students their problem areas in future papers.

Continuity in Multiple WaysContinuity in Multiple Ways

Tami

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It is essential to know where the student has been & what suggestions other tutors have offered, before starting the tutorial. We’ve had the online student folders. With that and the new pasting of opening comments, I’ll be interested to see if consistency from tutorial to tutorial improves and what effect it has on the reinforcement of the development of written skills.

Jess

ConsistencyConsistency

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Those who work with the same tutor & establish a rapport with her over time are those who demonstrate the most growth. Anecdotally, from students I have spoken with, those who say they have a “relationship” with a particular tutor feel that their writing has improved more than those who do not have such a connection.

Tami

Consistency

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Quick Access to SyllabiQuick Access to Syllabi

Online Tutor ResourcesOnline Tutor Resources

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AssignmentsAssignments

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Assignment CalendarAssignment Calendar

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Tutor ResourcesTutor Resources

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Tutor Training MaterialsTutor Training Materials

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Sample Assignment Posted by Writing AssociateSample Assignment Posted by Writing Associate

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Development of Blog, 2008Development of Blog, 2008

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Links to Our Online ResourcesLinks to Our Online Resources

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Figure 2: The Five Departments Receiving the Most Tutoring Hours in Writing

Nursing 894.00

English 747.25

Psychology 522.50

Education 303.50

Social Work 270.75

2007-20082007-2008

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Each student submits 4-5 papers per year, with 2-5 tutorial Each student submits 4-5 papers per year, with 2-5 tutorial sessionssessions

2005-20062005-2006: comparison-contrast, teaching plan, case study, : comparison-contrast, teaching plan, case study, research critiqueresearch critique

2006-20072006-2007: in-depth research critique, evidence-based patient : in-depth research critique, evidence-based patient intervention paper, community assessment research proposalintervention paper, community assessment research proposal

2007-20082007-2008: legislative policy paper, complex research critique, : legislative policy paper, complex research critique, ongoing community study, synthesis paper, final report of ongoing community study, synthesis paper, final report of community study, hospital policy paper community study, hospital policy paper

Case Studies of 12 Nursing Students: Case Studies of 12 Nursing Students: General DataGeneral Data

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Findings: Successful Strategies

• Rhetorical questions• Modeling & examples• Tutor preparation: read model papers • Reference to assignment sheets & evaluative criteria • Continuity among same group of tutors• Tutors’ referencing prior tutors’ comments• Knowledge of the discipline • Collaboration with faculty • Engagement with the students’ ideas• Building a rapport over time

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Student Progress Over Time

• Clearer sense of writing for audience• Deepened analysis/synthesis with extended

critique • Grasp of disciplinary language/conventions• Improved organization/focus on topic• Perfection of the APA documentation style• Development of concise writing style• Confidence in themselves as writers• Connecting writing to professional work

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Some Surprise Findings

• Students identified as weak writers sophomore year became highly skilled, competent writers senior year and caught up to stronger writers

• All experienced a momentarily decline senior year when faced with a new challenge, but tutoring resulted in success with the assignment: legislative policy paper

• All produced exemplary senior thesis: comprehensive community research project

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Questions ?Want Resources?

• Email me: jarzt@sjc.edu• Paper and slides available• Manual, rubric, and training materials are available• Article on Associates Program & Online Tutoring: Across the Disciplines journal (January 2009) online