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Student–student mentoring for retention and engagement in distance

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Student-student mentoring for retention and engagement in distance

education
Frank Boylea; Jinhee Kwonb; Catherine Rossc; Ormond Simpsond
a
The Open University, Milton Keynes, UK b Korean National Open University, Seoul, Korea c Open
Polytechnic of New Zealand, Lower Hutt, New Zealand d University of London, UK

Online publication date: 26 May 2010

To cite this Article Boyle, Frank , Kwon, Jinhee , Ross, Catherine and Simpson, Ormond(2010) 'Student-student mentoring
for retention and engagement in distance education', Open Learning: The Journal of Open and Distance Learning, 25: 2,
115 — 130
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 Open Learning
Vol. 25, No. 2, June 2010, 115–130

Student–student mentoring for retention and engagement in

distance education
Frank Boylea, Jinhee Kwonb, Catherine Rossc and Ormond Simpsond*
a
The Open University, Milton Keynes, UK; bKorean National Open University, Seoul, Korea;
cOpen Polytechnic of New Zealand, Lower Hutt, New Zealand; dUniversity of London, UK
Open
10.1080/02680511003787370
COPL_A_479259.sgm
0268-0513
Original
Taylor
202010
25
ormond.simpson@googlemail.com
OrmondSimpson
00000June
Learning
and
& Article
Francis
(print)/1469-9958
Francis
2010 (online)

This article argues that in the drive to develop e-learning initiatives in distance
learning, simpler ways of supporting students for retention may be overlooked;
for example, the linking of students in the form of mentoring and peer support
networks. The article reports on three mentoring projects, in the United Kingdom,
Korea and New Zealand, and shows that apparent retention gains of up to 20%
Downloaded By: [Simpson, Ormond] At: 10:42 4 June 2010

with a return on investment of the order of magnitude of several hundred per cent
may be possible. Whilst accepting the limitations of these studies, the article
argues that there needs to be a clearer understanding of the benefits of such
initiatives when deciding to invest time and funding in distance education
support. It suggests that there is still much mileage to be made out of mentoring
and ‘study dating’.
Keywords: mentoring; peer support; student retention; e-learning; study dating;
student support; student engagement; culturally relevant support

Introduction
Whilst distance education is probably the fastest growing area of education interna-
tionally, it still suffers one fundamental weakness – the high drop-out rate experienced
by its students as compared with the drop-out rate of students in conventional
education. The importance of distance student support in overcoming this weakness
cannot be overestimated. But what kinds of distance support are most effective? Much
recent effort in distance education research has been focused on e-learning develop-
ments for use by students, such as learning platforms, blogs, wikis, Elluminate,
podcasts, and forums, with increasing interest in using social software (Web 2.0)
developments such as Facebook, SecondLife, Twitter, and so on. An informal survey
of the distance education literature (Simpson, 2005b) suggests that more than 70% of
recently published articles are mainly about e-learning developments.
Yet the evidence, at least until 2005 (Simpson, 2005a), suggested that no great
breakthroughs in student retention had yet been achieved through the use of such
sophisticated software, and that most student use of e-learning still involves older and
simpler developments such as email.
Thus it is important to bear in mind that older forms of student support – such as
student–student mentoring – may still have much to offer when it comes to increasing
engagement and retention. This article reports on three student–student mentoring

*Corresponding author. Email: ormond.simpson@googlemail.com

ISSN 0268-0513 print/ISSN 1469-9958 online

© 2010 The Open University
DOI: 10.1080/02680511003787370
http://www.informaworld.com
 116 F. Boyle et al.

initiatives – in the Open University UK (OU UK), the Korean National Open
University (KNOU), and the Open Polytechnic of New Zealand (OPNZ) – and argues
that such initiatives need to be revived if distance education is to take student retention
seriously.

Mentoring
There is considerable literature on mentoring in distance learning. However, the
overwhelming majority of published articles appear to use the term to describe what
we can call ‘formal mentoring’ – that is, where a tutor supports a student or group
of students in the kinds of ways described by Hawkridge (2003). There seems to be
much less literature on the topic of ‘student–student mentoring’ – students support-
ing each other either in pairs or groups. This kind of mentoring can occur in two
ways:

● experienced students helping newer students (referred to as ‘mentoring’ in this

Downloaded By: [Simpson, Ormond] At: 10:42 4 June 2010

report), or
● students on the same course helping each other (referred to as ‘peer support’).

Mentoring and peer support can be important in distance education for two particular
reasons – increasing retention and increasing engagement for disadvantaged groups.
Whilst there are reports in the literature connecting mentoring and retention (e.g.,
Brown, 2001), there seem to be very few controlled studies that find clear links
between them. This article reports on three examples of the first kind of student–
student mentoring – experienced students helping newer students – for retention and
engagement in the United Kingdom, South Korea and New Zealand. The results of the
first two of these projects suggest that mentoring can increase retention substantially
and probably at low cost.

Mentoring for retention – the Open University UK

The OU UK is a distance university in the United Kingdom with around 220,000
students. It has always had an informal policy of encouraging student–student links in
the form of peer support between students on the same course, now largely through
the use of computer forums, often student-run and organised by the OU UK Student
Association (OUSA).1 OUSA also run an online mentoring scheme, ‘Student Support
Links’, where newer students with queries can be directed to a group of experienced
volunteer students.2 However, this latter scheme is more designed to be a one-off
response to student questions and is not a mentoring scheme in the sense of an ongo-
ing supportive relationship that can continue for the length of a whole course module
or longer. Neither of the OUSA schemes has been formally evaluated for retention
effectiveness.
Apart from the OUSA Student Support Links scheme there has not been much
interest on the part of the OU UK in using mentoring as defined in this article – that
is, using experienced students to support new students over entire courses.
However, in 1998 (Asbee, Simpson, & Woodall, 1999) a small-scale study was
undertaken whose results were encouraging, so a more rigorous study was under-
taken in 2001.
 Open Learning 117

The 2001 mentoring process

Detailed descriptions of the mentoring process, the matching procedures, the precau-
tions taken, the briefing materials used and the actual activities of mentors, are
presented in Asbee et al. (1999). Only a summary appears here.

Recruitment
A group of around 400 geographically contiguous students were mailed and invited to
either have a mentor if they were new students, or to be a mentor if they were experi-
enced (continuing) students. There was an approximately 20% response, of whom about
one-half said they would like to participate, with more volunteer mentors than mentees.

Matching
Mentor/mentee matches were made according to the following in priority order:
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● course,
● geographical location,
● domestic situation (i.e., children/single parents), and
● gender and/or age according to preferences expressed

By the end of the matching process, nine prospective mentors and 21 prospective
mentees were unmatched and 19 mentors (two male, 17 female) were matched with
19 mentees (one male, 18 female) on five courses. Participants were then sent contact
details of their matched partner (name and telephone number only).

Briefing
The document Guide to Mentoring was sent to all mentors and mentees. The Guide
was short, covering the aim of mentoring, the time it might take, when to make
contact, topics to cover and topics to refer on, and what to do if either side decided to
end the relationship.

Evaluation
A questionnaire was sent after the end of the year, getting an approximately 60%
response rate.

Volunteering
Mentors were first asked why they volunteered to support new students. A common
theme was the desire to give something back to the OU UK, to pass on the fruits of
experience and to maintain contact with the OU UK, as some mentors had completed
their studies or were studying their final courses. The value of peer support is endorsed
by those mentors who would have liked a mentor themselves when they were ‘new’:

I think most new students begin their studies very much in the dark. I aimed to provide
some reassurance on the ‘big picture’ rather than leave them to sweat it out on their own.
 118 F. Boyle et al.

Briefing
Almost all mentors and mentees who responded to the evaluation rated the briefing
materials as useful to very useful.

Matching
Age and location were singled out as key factors in the matching process by mentors.
Time spent on matching paid off in the majority of cases, with nine out of 10 mentees
and 12 out of 13 mentors rating their match as good to very good. Seven out of 10
mentees and nine out of 13 mentors felt that an exact match was important.

Contact
Levels of contact between mentors and mentees ranged from one to more than five
separate contacts over the year. All mentees who responded reported making contact
with their mentors. For the majority (10 out of 13), contact was by telephone. Email
contact and face-to-face meetings were particularly helpful.
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Where no contact with the mentor was made, the reasons given were inaccessibil-
ity or not wishing to trouble a busy mentor. Positive reasons cited were that students
had excellent tutorial and/or peer support from their tutorial group and did not feel a
need for a mentor.
For some partnerships, the contact was good initially and then tailed off during the
year. This may well have been the pattern for other partnerships: mentors would have
been more available and possibly more enthusiastic at year start, before the assign-
ments were due on their own courses.

Topics discussed
Feedback suggested that much of the mentor’s role was in helping the mentee deal
with a range of feelings: dealing with a poor result, concern over tutor comments,
worry about the next assignment, and confidence boosting. Specific areas discussed
were assignments, course choice, examinations, study techniques, note-taking, family
circumstances and impact on study, use of course materials, and the tutor’s role.
Mentors had read the Guide to Mentoring and recognised the importance of referring
students to their tutor when appropriate.

The value of mentoring support

Mentees were asked how well they would have managed during the year without
mentoring support. Eight out of 10 said they would have coped, two out of 10 that they
would have ‘scraped through just’. Those were a significant group for whom mentor-
ing support was nevertheless a key factor in keeping them on course. In terms of
retaining this borderline cohort, it is important not to underestimate the significance
of comments such as:

Didn’t use my mentor very often but it was good to know there was someone there if needed.

While in order to assess the impact of mentoring on the retention of new students the
focus has inevitably been on mentees, mentors too gained from the experience with
comments like:
 Open Learning 119

Telling my mentee to keep going, it’s worth it. I would have liked to have been told this
myself!

These feelings of satisfaction at a job well done and the rewards of mentoring are
important. They allow continuing students to feel involved in and valued by the OU
UK, which helps reinforce positive messages about the OU UK learning experience.
To the question ’Is there anything you would do differently if you mentored
again’, mentors’ noted the importance of proactive contact:

… possibly arranging definite future contact dates, as my open-ended ‘call me if you

need me approach’ may have inhibited my mentee

Conclusions to the Open University UK project

Mentoring and student retention in the Open University UK
There were 21 new students who requested matching but for whom no matches were
found. These students were treated as a control group to compare with the 19
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mentored students, on the assumption that all students requesting mentors were likely
to share comparable characteristics; in particular, that they were similarly motivated
to seek support.
Mentored students had a retention rate of 89% against non-mentored students at
67%, a 22 percentage points advantage (Table 1).
The numbers involved in this one-off trial are far too small to be statistically
significant. Nevertheless, they suggest that the exercise may be worth repeating on a
larger scale.

Costs
Student–student mentoring is not a zero cost to the institution. Our estimate in this
pilot is that the cost of setting up each mentoring pair will have been high – about £35,
largely in staff time. However, some of this cost is fixed – briefing materials, mailing
costs, and so on, so that the cost of a project involving larger groups of students would
be less – perhaps of the order of £20 per pair.
A formula developed by Simpson (2008a) enables researchers to identify the cost
to the institution per student retained (CSR) by any specific retention activity:

CSR = 100P / n

where P is the cost per student of the activity and n (%) is the retention increase
due to that specific activity. Applying the retention increase suggested by the data
in Table 1, the CSR for this mentoring project was:

CSR = £(100 x 35 / 22 ) ≈ £ 160

Table 1. Comparison of pass rates of mentored and non-mentored students in OU UK.

Mentee passes Control group passes
17/19 14/21
89% 67%
 120 F. Boyle et al.

This value seems large but it compares favourably with the approximately £200
cost per student retained by the Proactive Student Support Project in the OU UK
(a pre-course personal motivational telephone call; Simpson, 2008b).
Importantly, both figures are cost-effective for the OU UK (Simpson, 2008a). The
OU UK’s grant from the UK Government is related to the numbers of students
completing their courses. In addition, there are savings in marketing costs if more
students succeed as fewer new students need to be recruited. Simpson estimated the
‘benefit per student retained’ to the OU UK from both these factors to be of the order
of £1300 in 2002. Thus the return on investment of investing in a mentoring scheme
could be:

1300 / 160 ≈ 800%

That is, for every £1 invested in the scheme there will be a return to the OU UK of
around £8.
Such estimates are, of course, very approximate indeed given the tiny sample
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involved. But they suggest that investment into student mentoring schemes for the OU
UK may be worthwhile on a larger scale. Other institutions will have different funding
arrangements but it is still likely that improving retention in a cost-effective manner
will reward the institution in both funding and reputational ways.

Mentoring for retention – the Korean National Open University

Mentoring in the Korean National Open University
The KNOU is a distance education university in South Korea with around 160,000
students. The KNOU mentoring programme began at Kangwon Regional Campus in
2006 and was then developed by the KNOU Institute of Distance Education, and put
into operation in three different regions – Kangwon, Pusan, and Jeju – in 2007.
In 2008 the programme was rolled out nationwide and an online system was set
up.3 In 2009, when both online and offline mentoring became possible, the number
of participants in the mentoring programme was 9942 (2357 mentors, 7585 ment-
ees) encouraged by a publicity campaign. The results in 2007 and 2008 are shown
below.

Operation of the mentoring programme in 2007

Recruitment
The recruitment of mentors was done mainly through student associations and study
groups. Staff of student associations and study group leaders were alerted to the exist-
ence of the mentoring system and asked to participate. Mentees were recruited at the
orientation for enrolled and new students.

Matching
In most regional campuses, the mentors and mentees were matched through the
subject first, and then according to location. The initial total number of participants
was 1610, the number of mentees being 1348 and of mentors being 262. The results
are shown in Table 2.
 Open Learning 121

Table 2. The KNOU mentoring programme – retention rates 2007.

First semester Second semester
Mid-term End-of-term Mid-term End-of-term
Enrolment examination examination Enrolment examination examination
rate pass rate pass rate rate pass rate pass rate
All 2007 new 70,425 / 53,634 / 48,442 / 43,546 / 36,744 / 34,466 /
students 75,100 70,425 70,425 70,425 43,546 43,546
(93.8%) (76.1%) (68.8%) (61.8%) (84.4%) (79.1%)
All mentees 1348 / 1122 / 1348 1053 / 1348 939 / 1348 836 / 939 797 / 939
1359 (83.2%) (78.1%) (69.7%) (89.0%) (84.9%)
(99.2%)
Increase in +5.4 +7.1 +9.3 +7.9 +4.6 +5.8
retention of
mentored
students at
each stage
(%)
Downloaded By: [Simpson, Ormond] At: 10:42 4 June 2010

The mentoring programme in 2008

In 2008 the KNOU mentoring programme was expanded nationwide and the total
number of participants was 2649, the number of mentees being 1905 and of mentors
being 744. The number of mentees for one mentor varied from two to 17, and the
average number of mentees per mentor was three.

Recruitment
Recruitment of mentoring participants was mainly through the homepage of the
university, email, text messaging, and campus events, both online and offline meth-
ods, and through student union events and group study. The recruitment of mentees
was done at the enrolment period, the entrance ceremony, the orientation for the new
students, and the face-to-face tutorials.

Matching
Matching of mentors and mentees was done by the mentoring coordinators at each
regional campus. The most important guidelines for matching again were subject and
location, and matching was carried out with the help of student unions.
Mentor workshops and mentor gatherings for discussion were held at each
regional campus, where mentors were encouraged and briefed. Some regional
campuses promoted mentoring activities through mentor councils, newsletters, or
offering a public forum for sharing experiences at the end of the programme. The
results of the programme are shown in Table 3 (Lee, Hwang, & Kwon, 2009). The first
semester enrolment data are omitted from this table.

Mentoring and student retention; does mentoring work in the Korean National
Open University?
There are clear and consistent retention increases of between 5% and 14% amongst
mentored students at each stage of their studies in KNOU in both 2007 and 2008.
 122 F. Boyle et al.

Table 3. The KNOU mentoring programme – retention rates 2008.

First semester Second semester
Mid-term End-of-term Mid-term End-of-term
examination examination examination examination
pass rate pass rate Enrolment rate pass rate pass rate
All 2008 new 54,000 / 48,762 / 43,425 / 35,504 / 33,903 /
students 72,163 72,163 72,163 43,425 43,425
(74.8%) (67.6%) (60.2%) (81.8%) (78.1%)
All mentees 1612 / 1905 1533 / 1905 1424 / 1905 1247 / 1424 1207 / 1424
(84.6%) (80.5%) (74.8%) (87.6%) (84.8%)
Increase in retention +9.8 +12.9 +14.6 +5.8 +6.7
of mentored
students at each
stage (%)
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Although this is less than the 22% found in the OU UK study, it is amongst a much
larger number of students and thus is likely to be very significant.
Many details of this study are not known as it has not been possible to translate the
full paper. In particular, the costs of the study are unknown, although they are likely
to be less than the OU UK. Benefits are equally unknown as KNOU funding regimes
are different from the OU UK. Nevertheless, mentoring in KNOU is clearly successful
in retention terms and reinforces the results of the much smaller OU UK study. It may
also be a cost-effective method for increasing student retention.

Mentoring for engagement – the Open Polytechnic of New Zealand

Introduction
The OPNZ is a distance education institution with around 30,000 students. It enrols
one of the New Zealand Institutes of Technology and Polytechnic sector’s largest
group of Māori (indigenous people of New Zealand) learners (Open Polytechnic,
am
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2007); in 2007 it enrolled 4555 indigenous students.

In 2007 the OPNZ Learning Centre Te Wāhanga Whakapakari Ako developed a
am
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mentoring programme with the aim of strengthening the polytechnic’s connection

with its Māori learners in order to enhance their engagement and success.
am
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Background
The engagement and retention of tertiary students, particularly Māori, is of strategic
am
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importance in New Zealand. Whilst there has been growth in the number of Māori am
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enrolling in tertiary education in recent years (Earle, 2008), engagement and retention
continue to be problematic. There can be particularly acute issues in the distance
learning environment where students often report feelings of isolation, little sense of
connection and belonging, and are challenged to maintain engagement in and motiva-
tion for learning. However, extensive research (Crosling, Thomas, & Heagney, 2008;
Earle, 2007; Gibbs, Regan, & Simpson, 2006/07; Zepke, Leach, & Prebble, 2003) has
shown that early, appropriate and regular learning support has a positive and lasting
effect on retention and academic and social outcomes.
 Open Learning 123

Against this background, and informed by the recommendations of the OPNZ

Māori Advisory Committee, a programme of culturally relevant mentoring support
was developed. This programme aimed to encourage and support first-year Māori am
][acr

students to actively engage with their learning and complete their courses success-
fully. The programme focused on working with students to identify learning needs,
provide support and advice in a timely manner, help build a sense of connection and
belonging to a community of learners, and increase academic enjoyment and motiva-
tion (Gavala & Flett, 2005).
The programme was informed by research showing that enhanced support for
Mā ori students, particularly first-year students, has a positive impact on successful
outcomes (Earle, 2007, 2008; Gavala & Flett, 2005). It also took into account research
revealing that students’ peers make important contributions to positive outcomes
(Glaser, Hall, & Halperin, 2005; Moran & Gonyea, 2003; Zepke et al., 2003). Further-
more, engagement with learning is strengthened when students feel accepted and
affirmed, and that they belong (Johnson et al., 2007; Read, Archer, & Leathwood,
2003) and that, in open and distance learning, contact with students is a key to in-
Downloaded By: [Simpson, Ormond] At: 10:42 4 June 2010

course retention (Simpson, 2000).

Cultural relevance of mentoring support

The programme was informed by Kaupapa Māori Theory and paid attention to three
am
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key factors:

The notion of korero (oral language, talking)

Māori derives from an oral tradition, and the notion of korero makes an important
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contribution to learning for Māori students. The notion of korero helps to build self-
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determination and self-esteem to allow the student to experience success in their

learning. The mentoring programme provided opportunities for discussion, mentoring,
support and advice.

The notion of tatau tatau (collectiveness, belonging, community)

The notion of tatau tatau is a learning strategy that promotes Māori achievement in
am
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the learning environment. Essentially this is about sharing, trusting, helping and
collaboration. The mentoring programme contributed to students’ ‘sense of belong-
ing’ and being part of the learning community. Distance learning can be isolating
for all students, but Māori students in particular do not participate well when
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isolated.

The notion of whānau (relationships, family)

am
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The notion of whānau is closely associated with the notion of collectiveness. Māori
a[m
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[]acr

student success depends to a great extent on the relationships they have with the
learning environment. The programme was able to facilitate the conditions through
which the student and mentor could form a trust relationship. Meaningful relation-
ships are culturally relevant for both the Māori learner and the whānau learning
am
][acr a[m
]acr

environment.
 124 F. Boyle et al.

Programme objectives
The programme objectives were therefore as follows:

● to welcome students to the OPNZ learning community and make a positive start
to study,
● to help students plan their study and manage assignment tasks,
● to help students identify areas where they needed support and provide that
support, and
● to encourage students to contact their tutor or other staff with any concerns.

Mentor selection and training

The mentors, who were not Māori, were selected from the existing pool of trained and
am
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experienced mentoring staff and were chosen for their ability to empathise with a
diversity of peoples coupled with a mature attitude to cultural differences. Mentors are
current tertiary students or recent graduates. They had lived and/or worked with Māori
Downloaded By: [Simpson, Ormond] At: 10:42 4 June 2010

people for part of their lives and had an understanding of Māori culture and kaupapa
am
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that helped them to contextualise Māori learning. They had academic qualifications
am
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and practical experience in adult learning and social work. Additional training and
support was provided by the Kaiārahi Akoranga Māori (OPNZ Learning Adviser
am
][acr am
][acr

Māori) and the mentoring programme coordinator.

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Programme structure and duration

The programme offered support to 125 students via the telephone during weekday
evenings, when students were most likely to be available, throughout the first
semester in 2008. It was a programme of proactive contact with students rather
than one that relied on student self-referral. The contact was at times that have
been identified as critical points in students’ progress through their courses (Simp-
son, 2000), with the aim of providing timely and appropriate support to enhance
learning and encourage persistence. The mentors provided students with advice,
additional study resources and referral to tutors and learning support staff as
appropriate.
Simpson (2000) identifies a number of critical points in students’ progress, includ-
ing: start of the course, before the first assignment, after the first assignment, mid-
course, pre-examination, and post-examination. The mentoring programme identified
three key contact times that correlated with the following critical points in students’
progress:

● Start of the course/before first assignment. Conversation focused on getting

started, dealing with course materials, planning study, preparing for and tackling
the first assignment.
● Second assignment/mid-course. Conversation focused on progress, first assign-
ment results, preparing for and tackling the second assignment, going on/
dropping out: options.
● Pre-examination/final assignment. Conversation focused on preparing and
revising, dealing with examination stress, writing examinations; second
assignment results, preparing for and tackling the last assignment.
 Open Learning 125

The mentors worked from a script developed by the Kaiārahi Akoranga Māori and the
am
[]acr am
[]acr

mentoring programme coordinator. The script provided a guide for conversation

rather than a prescription for it. All conversations were recorded in a database, and
salient points and issues for referral to tutors and learning support staff identified.
Reports were collated and sent to tutors and the Kaiārahi Akoranga Māori after each
am
[]acr am
[]acr

round of student contact to ensure that all follow-up matters were actioned.

Programme results
At the time of the first telephone call, 79% of students were positive about their study
and confident that they would complete their course(s). Some students were finding
time management a challenge and others were struggling a little with a two/three
course workload. Students’ comments included:

I’m finding distance learning a challenge. I’m struggling a little with managing my time;
I have two small children and it’s a bit of a juggling act.
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By the time of the second phone call, 55% of students had completed their first
assignment. Seventeen per cent had decided to transfer their course enrolment to
semester two and 14% had withdrawn. Some students were finding distance study
difficult; the isolation and lack of regular contact with teaching staff was particularly
challenging. Students said:

I’m struggling at the moment because I am doing two other papers. I work full time and
study through to 1.00 am in the morning. I feel quite disconnected with distance study.

At the time of the third phone call, the majority of students who were contacted were
cautiously optimistic and making good progress with examination revision. They
reported:

I am really pleased with my results. I have worked hard all semester and I work full-time
too; time management is the key. I have been working hard for the exam which is in two
weeks.

By the end of the semester, 60% of students had successfully completed their
course(s) or were still studying. Nineteen per cent of students had formally withdrawn
from their studies.

Programme evaluation
Students were surveyed by telephone – 91 students (73%) participated. They were
asked to respond to a number of statements and to rate how important to their learning
each of those statements were (rating scale of one to five: 1 = not important and 5 =
very important).

Belonging
Almost all (98%) of the students who were surveyed stated strongly that belonging to
a learning group – the notion of tatau tatau – was important to them, rating it as very
important (5 on the scale). Students said:
 126 F. Boyle et al.

Studying by yourself is very lonely so getting a phone call from the mentor made me feel
a part of a group.

Motivation
Mentors helped motivate 92% of the students to keep going with their studies. All of
these students rated the importance of this as 4–5 on the scale. Students’ comments
included:

I like the personal contact and it came out of the blue. A great motivator and it showed
me the Polytechnic cares about me as a student.

Study skills
Many students (90%) agreed that mentors helped them with their study skills, and the
majority gave this a rating of 4–5 in terms of importance to their learning. Students
said things like:
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I found the phone calls a good way to talk through any difficulties and was given some
really good tools and techniques to help me with my study.

Workload
Many students were new to the distance learning environment and/or were returning
to study after a long break. Eighty-seven per cent of them stated that the mentoring
supporters had helped them with strategies to manage workload. Students rated it as
4–5, and their comments included:

I have found study hard because it’s been a long time since I did anything like this, but
I have had great encouragement from [mentor].

Study goals
The majority of students (86%) considered that mentors helped them to achieve their
study goals and rated this help as 4–5 in importance. One student said:

It’s hard working full-time and trying to fit other stuff around study, but I found it great
just to talk with someone as it helped me to get back on track again and reminded me
about what I was studying for.

Those students (14%) who rated this factor as being less influential (scale 1–2) were
very focused on what they wanted to achieve and had very clear goals for that. These
included: upskilling for the workplace, financial gain and higher qualifications.

Communication with tutor

Approximately one-half of the students considered that the mentor was helpful in
acting as a broker between them and their tutor. They said that this was important to
them (rating 4–5) because they were too whakama (shy) to talk to a person in ‘author-
ity’. Their mentor was able to talk them into contacting their tutor because they said
 Open Learning 127

it would help them with their studies. After contacting their tutor for the first time,
students had the confidence to so again. The other half of the students said that the
mentor had not helped them to contact their tutor. These students were confident and
able to contact their tutor when and if required.

Personal problems
A small number of students said that talking to a mentor helped them with personal
problems. The majority (96%) did not consider this factor as important to their
learning because they had extended whānau (family) and friends to whom they
a[m
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could talk or access to other agencies.

Three students who had withdrawn from study took part in the survey. They all
said that contact with the mentor had had no positive influence on their learning
because trying to fit study around work, family and social commitments was just too
difficult to manage. Despite this, all these students acknowledged that the feeling of
belonging to a learning group/community was very important to their learning.
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Conclusions to the Open Polytechnic of New Zealand mentoring programme

The first-year Māori students who participated in the mentoring programme valued
am
[]acr

the opportunity to have regular contact with knowledgeable mentors in addition to

their tutors. They found the contact encouraging and motivational; it enabled them to
deal more effectively with the demands of study and to feel part of a learning commu-
nity. This contact, which occurred at key decision-making points in students’ progress
through their courses, assisted in the identification of issues that might have been a
barrier to successful completion and provided opportunities to resolve these in a
timely manner.
As this was not a research project, as such, there are no clear conclusions to be
drawn about retention or costs. However, the findings suggest that mentoring can be
very successful in reaching out to students from educationally disadvantaged
backgrounds.

Overall conclusions
What do these three studies tell us about the value of mentoring in distance education?
They suggest in different ways that mentoring can work in increasing retention in
distance education, that schemes can be cost-effective, and that they can be helpful in
encouraging the engagement of learners from disadvantaged backgrounds. However,
it is always important not to over-hype the findings about mentoring from such stud-
ies. In particular there are a number of questions that might be asked of these projects:

(1) Students can link up with each other via computer conferences and forums –
why bother with a mentoring scheme?
The mentoring relationship is different from the peer relationships of computer
forums as they involve relationships between experienced and novice students.
Such relationships might arise in a computer forum but are probably rare.
In addition, communication in forums is usually in groups. Some less-
confident students clearly do not feel at home in forums and might benefit
more from one-to-one mentoring support.
 128 F. Boyle et al.

(2) Students who volunteer to be mentored are likely to be those who are
generally more committed to their studies so that mentoring is more likely
to help already better-motivated students than those more at risk. After all,
in both the UK and Korean projects, the volunteer rate of mentees was
quite small.
This is a particularly pertinent criticism of mentoring. Of course, such criti-
cism applies to many distance learning offerings that require students to
respond, but that does not make it easier to answer. If you wish to make a real
difference to retention in distance learning then it will be necessary to be
proactive in reaching students (Simpson, 2004). ‘We must’, as Bean and
Bogdan (2001, p. 81) note, ‘reach the quiet student’. There may be ways in
which it might be more possible to do so by using the power and relative
anonymity of the Internet – see ‘Find a Study Friend’ below.
(3) Although the cost could be reduced to some extent by involving more students,
it still remains an expensive project, particularly in staff time.
This is a pertinent criticism and again there might be ways in which using the
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Internet might help – again see ‘Find a Study Friend’ below.

(4) Will enough volunteer mentors come forward?
Whilst enough mentors came forward in both the UK and Korean projects, it
may be difficult to find enough if projects are to be substantially expanded.
There may be a need to reward mentors in some way through certification,
although payments may not be necessary. It remains to be seen what would
happen in different distance educational systems.

‘Find a Study Friend’

Considerations such as these above suggested to one of the authors (Simpson) that
different ways of linking students together might be worth investigating. Together
with another OU UK colleague (V.M. Goodwin) he obtained institutional funding
to set up a website based on ‘dating software’ called ‘Find a Study Friend’ – see
Figure 1 for a picture of the front page of the site.
This website would allow students to enter some basic data about themselves and
Figure 1. Front page of the ‘Find a Study Friend’ website.

the kind of ‘Study Friend’ they would like. The software would then provide the
student with a set of matches from which they could choose one with whom to make
contact, initially by email. They could then follow up that email contact by telephone
or face-to-face contact.
The purpose was initially to link up students in peer support pairs with the subse-
quent aim of extending the programme to provide mentor partnerships through tweak-
ing the site. It was hoped that the relative anonymity and ease of use of such
‘mentoring’ software would make it more popular and far less labour-intensive than
the methods used in this study.
In the event, the software was written but has not yet been placed on the OU UK’s
website, perhaps partly because of the existence of the OUSA schemes mentioned
above, and because much OU UK online effort is going into the provision of forums,
podcasts, blogs and wikis, and so on.
In the long run, this may well not be the best investment for student success.
Recent evidence suggests that full-time students, at least, are unimpressed by the use
of such systems for teaching, feeling that they wish to preserve their social software
for socialising (Joint Information Systems Committee, 2007). Distance students with
 Open Learning 129
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Figure 1. Front page of the ‘Find a Study Friend’ website.

their characteristic and chronic lack of time will always need to measure the ‘learning
richness’ of a medium against the learning time they need to use that medium. So far
the jury is out on how far many of these systems are learning rich enough to repay the
learning time invested in them.

Where to go from here?

The results of these projects suggest that mentoring may be both well regarded by
students and have a distinct retention effect, which is cost-effective from an institu-
tional perspective. Whether using ‘study dating’ software on the Internet would have
been even more effective on a much larger scale remains to be seen. Anyone interested
in the potential for such a system is invited to contact the corresponding author.

Notes
1. See http://www.open.ac.uk/ousa/.
2. See http://www.open.ac.uk/ousa/support_links.php.
3. See http://mentor.knou.ac.kr.

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