L4 3 2

=Teaching staff are provided with support resources (including training, guidelines and examples) on using communication channels to engage in effective and timely communication with students. =

Evidence
Ortiz-Rodriguez et al. (2005) conclude that adequate and timely teacher-learner feedback increases and enhances the quality of communication for e-learning. They recommend that institutions provide communication tools training, strong technical support, and the facilitation of effective communication skills and methods (p.103).

Roberts & McInnerney (2006) note that clear and unambiguous communication with students is particularly important in online course delivery. It is therefore of extreme importance that all academics be instructed in the use of email and chat room styles of communication (p. 8).

Resources
Waterhouse & Rogers (2004) give a sample email response policy.

Guidelines for communicating with students can be found online, e.g. http://www.designingforlearning.info/services/writing/comm.htm

Milne & White (2005) collect together twenty-three sets of e-learning quality guidelines from an array of geographical regions. Such guidelines, or something like them, should be part of the support offered to staff by their organizations. Staff need guidelines, and examples of good practice.