DOBA Knowledge

In the digital age, as education increasingly moves into online spaces, high-quality student support is a key factor in study success. At DOBA University of Applied Sciences, we advocate the idea that it is not enough to only provide online learning materials — it is essential to establish a comprehensive support ecosystem in which the student is not left to study alone but is supported by a network of professionals: academic advisers, IT specialists, university teachers, and online mentors. This article presents the model of such support, examples of its implementation, outcomes, experiences, and the challenges we face.

Comprehensive Support Model

Student support at DOBA University of Applied Sciences is structured on several levels:

1. Academic Advisers

Academic advisers are the students’ first point of contact within the institutional framework. Upon enrolment, each student is trained to use all of the tools, informed about the regulations, assisted in understanding the study process, guided throughout their studies, and supported with career-related questions. The academic adviser supports each student from the beginning to the end of their studies and serves as their primary contact person during the entire study period.

2. Online Mentors

Online mentors act as the “right hand” of the university teacher within each course: they monitor student progress, motivate students, answer their questions, encourage participation in forums, and provide more individualised support. At DOBA University of Applied Sciences, online mentors assist students 24 hours a day, seven days a week.

3. University Teachers

They define course content, deliver lectures (webinars), prepare study assignments and materials, conduct assessments, and oversee the academic aspects of the study process.

4. Technical and IT Support

Ensures the smooth operation of the virtual learning environment, helps resolving technical issues, introduces new digital tools, and trains students in their use.

5. Organisational / Administrative Support

Ensures the smooth execution of enrolment procedures, applications, schedules, user accounts, and the resolution of administrative issues, allowing students to focus on their studies.

Implementation of the Model in Practice

Upon enrolment, each student is supported by an academic adviser from the first day of study until their graduation. The adviser is available for any questions about the tools needed for study, the organisation of the study process, timetables, elective courses, tuition payments, enrolment in the next academic year, and the graduation process. They also inform students about important aspects of study, changes in regulations, and motivate and train them for online learning.

Online mentors support students within individual courses. In courses that require high engagement (interactive webinars, group assignments), online mentors encourage collaboration, monitor individual participation, and intervene when they notice that a student is inactive or facing difficulties in the course.

If a student encounters a technical problem, they can contact IT support, which has direct access to system settings and can resolve the issue quickly.

University teachers and online mentors use learning analytics to monitor student progress and adapt their support accordingly. At the end of each course, an evaluation with the teacher is carried out , which enables continuous improvement in the implementation of the next course .

The comprehensive support model at DOBA University of Applied Sciences has produced several positive outcomes, with two aspects of support rated most highly by students:

• Students are highly satisfied with the support provided by academic advisers. In annual student surveys, satisfaction scores for academic advising range between 6.2 and 6.4 on a 7-point scale. Student satisfaction with online mentors is even higher, ranging from 6.4 to 6.8 on the same scale.
• The system ensures constant availability of online mentors and teachers (throughout the course delivery) and academic advisers/technical support (throughout the entire study period).

Despite these positive experiences, several challenges remain:

• Students display very different levels of digital competence, which requires continuous adaptation of training and communication, as well as ongoing motivation.
• Student motivation varies greatly — from highly motivated individuals to those who, during the academic year, find it difficult to dedicate sufficient time to their studies.
• Some students also demonstrate weaker self-discipline, which is particularly important in online learning.
• Across several areas of study (study organisation, course delivery, etc.), there is an increasing need to introduce new technologies (AI, adaptive learning, learning analytics).

Comprehensive student support at DOBA University of Applied Sciences is a key element of high-quality online education. By connecting academic advisers, university teachers, online mentors, IT support, and the university administration, DOBA University of Applied Sciences creates an environment in which students receive support at every step. For further development, it will be necessary to expand the network of online mentors, upgrade analytical systems, introduce motivational support, and deepen the monitoring of the long-term effects of student support.

References:

1. DOBA University of Applied Sciences. (2024). Established, Proven Online Study – Support for Online Learning. https://www.fakulteta.doba.si/uveljavljen-preizkusen-online-studij/podpora-pri-online-studiju
2. DOBA University of Applied Sciences. (2025). Results of Student Surveys at the End of the Academic Year (internal material).
3. National Agency of the Republic of Slovenia for Quality in Higher Education (NAKVIS). (2023). Final Report on the Evaluation of DOBA University of Applied Sciences.
4. DOBA University of Applied Sciences. (2024). Internal Materials and Video Presentations on Student Support.