Moments of truth: Managing the face-to-face encounter in distance learning


  • Mary Cull Tall Poppies and Company
  • Robyn Walker Massey University


distance education, student support


As service providers, distance educators interact with students in a range of ways. Mostly the educators are shielded from the immediacy of any face-to-face encounter with their students. Yet one aspect of many academic courses taught at a distance is the campus or regional course. Managing this crucial service encounter with distance students forms the focus of this paper. Among other strategies, the authors suggest team teaching as a way of enhancing the learning experience for students and optimising the skills and talents of educators.

Author Biographies

Mary Cull, Tall Poppies and Company

Management consultant

Robyn Walker, Massey University

Lecturer, Department of Management Systems