6. Feedback provision
In addition to the positive and constructive feedback provided on learners’ work/assignment, eTutors provide timely feedback on learners’ queries sent via email or posted in the forum. Timely feedback on learners’ queries is provided as soon as possible, but not later than 48 hours (weekends excluded) from the receipt of the learners’ query. The provision of timely feedback is very important in preventing online learners' feeling of isolation, abandonment and consequently drop out. Timely feedback may include, but not limited to:
- An answer/resolution to the question/issue raised by the learner
- If an answer/resolution cannot be practically available within 48 hours, an eTutor acknowledge receipt of the query, notify the learner that the query is being handled and provide timeline for which the learner should expect answer/resolution. This acknowledgement of receipt/notification has to be provided not later than 48 hours from the time the query was receive.
In the latter case, an eTutor ensures that the learner received the answer/resolution by the end of the communicated timeline. eTutors must report to the Course Leader learners’ queries for which resolutions cannot come solely from themselves as soon as possible. If the Course Leader think the resolution could not be found within 48 hours from the time the query was sent to an eTutor, s/he gives timeline for query resolution to eTutor for the latter to communicate it to the learner.