The Value of Providing Online Students with Dedicated Affective Support, Particularly during Times of Crisis

In addition to academic support, the provision of dedicated affective support during a student's online learning journey has a significant impact on their emotional wellbeing and ability to remain engaged with their studies. This kind of support is even more essential during times of crisis, such as the COVID-19 pandemic, during which students may feel isolated, vulnerable, and overwhelmed by the events taking place around them. This study reports on the value of such support provided by a dedicated affective support mechanism. Within a case study design, 34 participants were purposefully selected to collect data by using focus groups and individual online interviews. The Community of Inquiry framework guided the study. The findings revealed that although students' dependence on emotional support varied, they recognised that feeling the social presence of a dedicated person who was able to support them emotionally played a key role in their sense of connection to their online learning communities. Recommendations include the consideration of institutions offering online and distance education to plan for a dedicated third party focusing on the facilitation of a stronger sense of emotional connectedness and wellbeing.