Exploring the disconnections: Student interaction with support services upon commencement of distance education

While provision of appropriate supports in the first year of study has been found to have a positive effect on student success, supports targeting online and distance learners are often applied in a "goulash approach." Against this backdrop, the research investigated the experiences of first-time distance learners with a view to informing the future design of supports during the early stages of the study lifecycle. The study was framed around Design-Based Research involving a mixed method approach over three phases: a stocktake of services designed to support distance learning; a pre- and post-semester survey of first-time distance learners; and a video diary phase that gathered the lived experiences of 20 students upon commencement of their study. Triangulated results of the three phases highlight a disconnection between institutional support services and the majority of first-time distance learners who demonstrated a self-sufficient, lone wolf approach to learning.