Local Student Support for Cross-Border Online Programmes
A student in Vietnam opens a notice about their online programme after the university’s offices have closed for the day. They understand the words, but are unsure whether they need to act or whom to contact. A local support team can help the student interpret the notice and find the right person at the institution.
Make support easy to reach across time zones
Students can attend classes and access course materials from another country. Getting help can still mean working around different office hours, unfamiliar terminology and different expectations about how to contact staff. Kahu and Nelson’s (2018) framework identifies a sense of belonging as one factor that helps explain how students’ interactions with their institution shape engagement.
Route each question to the right team
A review of US university websites by Martirosyan et al. (2019) documented services for international students, including orientation, language programmes and academic support. A local contact can help a student identify which service they need and how to reach it.
| Student question | Typical institutional contact |
|---|---|
| Login or password problem | IT support or the learning platform helpdesk. |
| Question about assessment instructions | The lecturer or programme team. |
| Application status or missing admissions documents | The admissions office. |
Explain unfamiliar terms in the student’s language
Even students who are comfortable using English can be unfamiliar with terms such as deferral or progression. Guidance in Vietnamese can explain the difference between receiving an offer and completing enrolment, or show a student where to find the rules for deferring their start date.
Link each explanation to the institution’s current policy or official notice. If a student needs to know how the policy applies to their circumstances, direct the question to the team authorised to respond.
Give local and institutional teams clear responsibilities
Local teams can help students find information, use learning platforms and prepare administrative documents. The institution delivers the programme and makes decisions about admission, curriculum, exemptions, assessment and graduation.
If a student wants to request an extension or query a result, the local team can explain how to submit the request. The institution considers it under its own procedures.
Help students build a routine for online study
Online students often plan study around work or family commitments. Broadbent and Poon’s (2015) review found that managing time and sustaining effort were associated with better academic outcomes in online higher education. A support team can help students plan around deadlines, understand what is due next and ask for help early.
How Swiss Academic Support works with institutions
Swiss Academic Support (SAS) works with international higher education institutions to provide a point of contact for students in Vietnam. Depending on the partnership, SAS can explain programme information in Vietnamese, guide applicants through administrative steps and help students navigate learning platforms. It can also provide supplementary support with academic English and research. When a question calls for an institutional response, SAS directs it to the appropriate team.
References
Broadbent, J., & Poon, W. L. (2015). Self-regulated learning strategies & academic achievement in online higher education learning environments: A systematic review. The Internet and Higher Education, 27, 1–13. https://doi.org/10.1016/j.iheduc.2015.04.007.
Kahu, E. R., & Nelson, K. (2018). Student engagement in the educational interface: Understanding the mechanisms of student success. Higher Education Research & Development, 37(1), 58–71. https://doi.org/10.1080/07294360.2017.1344197.
Martirosyan, N. M., Bustamante, R. M., & Saxon, D. P. (2019). Academic and social support services for international students: Current practices. Journal of International Students, 9(1), 172–191. https://doi.org/10.32674/jis.v9i1.275.
