Who's on the Line? Managing student communications in distance learning using a one-window approach

Information technology (IT) has become a common component in the process of designing and delivering distance-learning courses of study. Many researchers have addressed the technical and pedagogical issues surrounding IT-enabled or IT-enhanced distance-learning systems. However, studies of the management of the student's learning experience as it is influenced by the emerging virtual organization would assist practitioners and researchers as they seek to understand the important challenges of current practice in distance-learning systems. This paper reports on the operation of a one-window approach to serving students, using the organizational structure and technological innovation of a call centre. Before the call centre was established, it was hypothesized that the call-centre approach would be well suited to routine tasks of supporting student learning. In practice, it was found that most student inquiries were indeed in the category of routine tasks and that only a small proportion of student inquiries could be categorised as uncertain events that required the specialised knowledge of the professor or other academic expert. Implications for the management of other distance learning systems are considered.