We all have students in every course that send us e-mails. Some provide us with information. Some provide us with excuses. Some question our instructions. Some question our syllabus and/or course requirements. Some have complaints. Some want “special” treatment. Some feel others have received “special” treatment. In most cases, they want “satisfaction.” And, if you don’t provide this satisfaction, they will go higher to achieve this satisfaction. They will go to your program coordinator, or department chair, or dean, or vice president, or even the president.
While the student is a customer, the customer is not “always” right. Instructors have a very difficult job and must always try to strive to be fair and use discretion; however, we must adhere to policies and regulations. Unfortunately, some students will not be able to maintain their “4.0” average or a graduate student may earn a “C”, or a “D”, or even an “F.” Sometimes, they have legitimate reasons and they have provided valid and validated excuses. Sometimes, they are simply not satisfied with their grade and will do anything to earn the grade they wanted or “perceive” they earned. They may make accusations; they may bypass the instructor in their complaints and, in some cases, may make the call or send the e-mail directly to the top decision-maker on campus. You will then be asked to “defend” yourself.
My advice is simple: At the beginning of the term, set aside a separate thumb drive for e-mails for a specific course, or create a separate subdirectory on your hard-drive for that course. When you receive e-mails, save them by last name and number (Smith – 1; Smith – 2, etc.) When you send e-mails, save them in the same manner. When you send e-mails to the class, save them by class number, for example CJ400-1, CJ400-2. When necessary, in responding to students, inform them that you are cc:ing your supervisor (and do so).
This may seem like extra work and, for some, much ado about nothing. However, if you are not able to provide documentation of your correspondence to students, it is difficult to defend what you have said. You also may find that the same student often complains in more than one class or seems to have “excuses” for not completing assignments in more than one class (your program coordinator or chair might validate this). I once had a student whose mother died three weeks before the final in two separate terms with two separate instructors. When we keep and share this information it will begin to prevent much of the problem in the future and provide you with very valuable documentation. It also will prevent unnecessary correspondence with your program coordinator, department chair, dean, and president.
Michael T. Eskey, PhD is an associate professor of criminal justice at Park University.
This Post Has 14 Comments
This is a very effective approach. I have documented a student by email and the email did come in handy when the student went to a superior. Fortunately, the documentation clearled up the misunderstanding that the student had not received previous opportunitities to complete the required assignment(s).
The thumb drive is a great way to organize communication and documentation from the various courses.
Dr. S. G. Potts
I have doing this in my own classes. As a teacher it is imperative to protect yourself. Some students can blackmail you to get what they want. Always be careful when communicating with your students, particularly ladies (if you are a man).
Mr. Dike
Excellent article. I can relate to this article therefore, I keep every method of communication from my students. Sometimes as the article mentions, the students jump ahead and file reportswith the "higher authorities." I always have my evidence ready for such issues.
Thanks one more for sharing!
Dr. Davy.
I agree its good to save email. I have old emails that I create folders for just in case a student comes back and says they turned something.
I always enter the student email in our e-college system and document every time I have a student advisement for academic improvement, The documentation demonstrates the need to reach the student in a positive format in order to develop an academic learning plan for academic improvement. The student is provided with a specific 4 week written academic learning plan, in which they are required to participate in the planning, participation, and meeting the individual learning outcomes of the course academic improvement plan. The College then has documentation of student non-compliance with the need for student performance and satisfactory academic progression policy with regard for expected GPA and meeting attendance policies if an EEOC complaint is filed by the student.. This is a rare occurrence, that a student is dismissed for not meeting satisfactory academic GPA, attendance or class participation. However, the event does arise, and it is a requirement of every facilitator-instructor to advise and provide timely learner feedback on class and academic performance, and provide leaning opportunities for the learner to meet the course objectives.
Barbara Ann Borkowski
The instructor has a very difficult job to do that rivals to an academic balancing act as they need to adhere to policies, maintain the integrity of the academic process while addressing the student's concerns. Therefore, keeping accurate records are imperative.
Good advice. Thank you Dr. Eskey.
Good advice. In business some say the customer/student is always right. I learned the customer/student is always the customer. Often I have noticed that they want acknowledgement of their concerns.
Great system! The organizational tip will allow me to quickly access prior emails and communication topics.
????????????????????????????????????????? ????? ??????? ?? ????? 28800?? (???)???? ????? ??????? ?? ????? 28800?? (???)? BOX? ??????????????????????????????????????????????????????????????? 35Q?????????????????????????????????????????????????????????????
???????????????????????????????????????????? ??????????????????????????????????????????????9????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? http://www.brandiwc.com/brand-22-copy-0.html
???????????????????????????????????????????? ??????????????????????????????????????????????9?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????
???????????????? ?????????????????N ???? ??????????? ??????????,?????? ?????????????? ???????????????????? ??????????????????????????????????????????????????????????????????? ?????????? http://www.newkakaku.com/ldb1.htm
??,
???????????????????????????????????????????? ??????????????????????????????????????????????9????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? http://www.msnbrand.com/brand-copy-IP-33.html
This article revealed excellent points. I have a nursing background and nurses typically adhere to strict documentation. There is a saying, "If its not documented, it did not happen."