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Perceptions of student support professionals (SSPs) during and after the transition to online learning
Yousef, Dima Santandreu Calonge, David Masri, Taghreed Takshe, Aseel A.
Yousef, Dima
Santandreu Calonge, David
Masri, Taghreed
Takshe, Aseel A.
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Journal article
Date
2025
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English
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Abstract
This qualitative study explores the perspectives and practices of student support professionals (SSPs) at a higher education institution (HEI) in the United Arab Emirates (UAE), with a focus on evaluating the effectiveness of their strategies during the COVID-19 pandemic. Using a social constructivist framework, this study analyses the insights from online support experiences, focusing on strategies adopted during and sustained after the pandemic. Semi-structured interviews and the analysis of the narratives and perceptions of SSPs revealed themes of convenience, value and support, connection/community, communication, and role confusion. The study sheds light on SSPs’ lived experiences and roles, offering implications for sustaining effective support in hybrid learning environments. Furthermore, the paper proposes recommendations to enhance the effectiveness of professional services support staff in universities, therefore improving the overall student experience. The findings highlight the importance of flexible and responsive support strategies in the context of continually evolving educational environments.
Citation
D. Yousef, D. S. Calonge, T. Masri, and A. A. Takshe, “Perceptions of student support professionals (SSPs) during and after the transition to online learning,” Social Sciences & Humanities Open, vol. 12, p. 102230, Jan. 2025, doi: 10.1016/J.SSAHO.2025.102230
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Social Sciences and Humanities Open
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Higher education, Online learning, Student support services, Third space, UAE
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Elsevier