The conceptual framework for Online Human Touch (OHT) instruction and programming was developed in 2005 to proactively meet the needs of a new, fully online Master of Science in Higher Education (MSHE) Program in the School of Education at Drexel University. Recognizing that the majority of the MSHE students will not come to campus until graduation, it was imperative to design effective strategies to a) actively engage students, b) incorporate work-integrated learning, c) foster and support community development, and d) personally connect students to Drexel University as future alumni. The OHT concept asserts that students are more likely to persist in an online program if they are engaged in and outside of their courses and if the educational experience is personalized. This goes beyond weekly discussion boards, posted announcements, and working in groups. The OHT concept is a holistic approach that builds upon the program director, faculty, adjunct faculty, and staff developing a personal connection between each student and Drexel University. The OHT concept begins with the first point of contact that a potential student has with the MSHE Program during the application process. It is a connection based on human interaction fostered through instruction, programming, and personalized engagement with potential students, matriculated students, and alumni (Betts, 2008). This session will present national data on online education growth in the United States as well as provide a brief overview on student retention theories relating to online education. Additionally, this session will present the five areas of research supporting the theoretical framework of the OHT concept: (a) Student Engagement (Tinto, 1975, 1993; Chickering and Gamson, 1987; Astin, 1984); (b) Community Development (Palloff and Pratt, 1999; Johnson, 2001; Stanford-Bowers, 2008); (c) Personalized Communication (Faharani, 2003; Mehrabian, 1971; Kruger, Epley, Parker & Ng, 2003); (d) Work-Integrated Learning (Milne, 2007; Kolb & Fry, 1975; Boud, 1993); and (e) Data Driven Decision-Making (Scriven, 1967; Cranton & Legge, 1978). Examples and data collected over the past four years from the MSHE Program on OHT, engagement, and retention will be shared. Presentation outcomes will include (a) a detailed understanding of how OHT instruction and programming can be incorporated into current or new online programs; (b) strategies and methods for implementing OHT instruction and programming to increase online student engagement and retention; and (c) an overview of Drexel University's Online First-Year Experience Program. The presentation will also provide time for the participants to share experiences and ideas as well as discuss best practices in student engagement and retention.
