THE WHATSAPP APPLICATION USE AS A SUPPORT SERVICE IN DISTANCE EDUCATION: A CASE ANALYSIS

This study aims to reveal the strengths and limitations of the WhatsApp application as a support service in distance education, conducted through a learning management system during the Covid-19 pandemic, and make suggestions on improving its use in this capacity. Despite the lack of readiness on the part of the students and the lack of sufficient knowledge regarding distance education during the pandemic, many universities had to revert to emergency remote teaching. This situation necessitated the intensive use of various support services for the students to get the most out of their emergency remote teaching However, their lack of experience with distance education prevented them from using the support services offered by learning management systems. Due to the increasingly widespread use of mobile technologies, one of the support services used by course instructors became the WhatsApp application. The following research is a qualitative case study. The sample for the study was determined through purposive sampling. The data was analyzed using the content analysis method. Nvivo qualitative data analysis software was used to contribute to the detailed and versatile data analysis. The most important results of the study were that the application supported and strengthened distance learning by allowing instant communication, but that the absence of a moderator caused various limitations in this communication. In addition, it was concluded that incorporating natural language processing techniques into learning management systems and clearly stated rules by course instructors improved the use of such instant communication applications as a support service for distance education.