Crawley, A. Supporting online students: A practical guide to planning, implementing, and evaluating services. Jossey-Bass, San Francisco, 2012. ISBN: 978-1-1180-7654-5. Pages: 288.

This publication offers a comprehensive review of all aspects of support services needed by online learners. It shows how effective and efficiently-delivered support services improve academic success and course retention for online learners.

Based on a decade's worth of research, the author describes the scope of services that should be made available to online students, from admissions and registration to advising and student engagement. The publication covers guidelines and standards, planning and implementation, innovative practices, and provides information on a US-based  audit tool developed by the Center for the Transforming Student Services (CENTSS).

Jossey-Bass