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This research conducted an exploratory study of online students’ perceptions of forms of support which might promote their retention and success. Data came from interviews with 41 online students at a dual-mode regional Australian university. Interviewees reported very limited involvement with centralized support services. These appear to have been originally configured to provide support to on-campus students and had not adapted significantly to a substantial increase in online students at the university. Instead, the students looked to online teachers for support, to a greater extent than did on-campus students. The online teachers provided support by building ties to students through interactions via discussion forums and individual communications. Peers also provided support through online forums and webinar-facilitated exchanges. Online teacher and peer student support contributed to the formation of virtual online learning communities. This is important as social and academic integration are mechanisms for retention and success. This research is significant as the numbers of online students have increased markedly in recent times, but student support services do not appear to have changed accordingly. Further, support models for retention and success have not been adequately adapted to suit online learners’ needs.

An Investigation of the Forms of Support Needed to Promote the Retention and Success of Online Students