ࡱ> ` #bjbj """""""t^^^_z`:ceeeefff}=8 8 ,$uhݛjP"fffffP""eeegggfX"e"e}gf}ggr""1te.c W^3gXysyv {0sGgG(1tG"1tHgfffPPgfffffffDOW$W"""""" EVALUATING IMPACT OF E-LEARNING: BENCHMARKING Professor Paul Bacsich Global Campus, Middlesex University Hendon Campus The Burroughs Hendon LondonNW44BT United Kingdom E-mail:  HYPERLINK "mailto:p.bacsich@mdx.ac.uk" p.bacsich@mdx.ac.uk  Keywords Evaluation, impact, benchmarking, quality, e-learning, elearning. Abstract This paper focusses on one main aspect of the economic and organisational impact of e-learning. It takes as a starting point the situation of universities in Europe, but in the context of the global market for higher education and the increasingly close relationship (not one-way but two-way) with the corporate sector and with other sectors of learning. It presents recent work of the author on benchmarking eLearning, with an orientation to global applicability and metric data (backed up and justified by process and good practice narratives) from comparators (not just competitors), arguing that this is the most appropriate methodology for European universities aiming to achieve excellence in eLearning in an increasingly competitive global economy. The paper is based on earlier work by the author and others on cost-benefit analysis of eLearning, which aimed to adopt a viewpoint that will work across the education and the corporate world, and in particular taking a wide view both of Return on Investment (looking at benefits in a wider than purely monetary sense) and of costs (encompassing activity-based costing and the stakeholder approach to costs). Introduction This paper is a review of the state of the art in benchmarking e-learning, with particular focus on UK universities but in a context of European, Commonwealth, US and global work. It raises the main issues, describes the methodology used and comments on the relevant documents found and agencies involved. Finally it draws some conclusions sufficient to start an exercise on benchmarking e-learning for particular universities or groups of universities. This version of the paper leaves out information about benchmarking e-learning in the training sector and also most of the literature searches which led to institutions without interesting information. Overview of Conclusions A wide range of literature was surveyed, including from the UK university sector, UK FE (post-16 college) sector, Australian and other Commonwealth reports, and several US reports concerned with distance learning quality. A range of European agencies, projects and so-called benchmarking clubs were reviewed. The main conclusions are: There is a considerable amount of literature on benchmarking in universities but it is mostly oriented to benchmarking administrative processes. Very little is directly about e-learning. It was surprising how little was focussed on IT. The most useful work of direct applicability to the specific UK university scene is the work carried out by the UK National Learning Network for English colleges. However, this requires adaptation to the university situation and there are some issues about the age of the underpinning methodology which need to be addressed. There is a considerable amount of US university work on quality and good practice in distance learning and e-learning, which can with some work be transformed into benchmark criteria. There are several useful recent surveys of benchmarking methodology, including from the Higher Education Academy, the Learning and Skills Council for England (oriented to colleges), and the Australian government (oriented to universities). These are not very helpful for setting up criteria but will be very useful for the refinement of benchmarking processes, as and when universities take steps towards setting up benchmarking clubs for e-learning. Any benchmarking club for e-learning should learn from the existing clubs, noting that these so far have been oriented to improvement of administrative processes and have considered e-learning only occasionally. They also have not so far focussed on competitive ranking and metrics. The clubs include the European Benchmarking Programme on University Management and the English Universities Benchmarking Club. Using these sources and our experience in e-learning management, a benchmark table was drawn up for e-learning. In practice, simplified subsets of this are most likely to be useful, especially in desk research work. Origins This work originated from a request from a particular high-ranking UK university for a benchmarking methodology which would allow it to judge its performance and capability in e-learning against other universities world-wide with which it competes and collaborates. However, since then the work has taken on a life of its own. The university was to some extent motivated by moves towards benchmarking of e-learning which had been proposed by the Funding Council for English universities, HEFCE. In their e-learning strategy document published in March 2005, HEFCE stated that: 31. We agree with the respondents to our consultation that we should know more about the present state of all forms of e-learning in HE. This is essential to provide a baseline to judge the success of this strategy. However, understanding HE e-learning is not just a matter for HEFCE. Possibly more important is for us to help individual institutions understand their own positions on e-learning, to set their aspirations and goals for embedding e-learning and then to benchmark themselves and their progress against institutions with similar goals, and across the sector. We have therefore asked JISC and the Higher Education Academy to take forward a project with a view to identifying a benchmarking tool for HEIs. This tool may also then provide information, at a sector-wide anonymised level, to help us and our partners draw conclusions on the state of e-learning, progress towards embedding it, and the impact of our strategy. It rapidly became clear that there was no off the shelf benchmarking tool that could be used, and that progress towards such a tool at a national level (UK or England) was likely to be slow; hence we decided on an intercept strategy to create such a tool. To do this we followed the approach that JISC and the Higher Education Academy are likely to follow, eventually. Thus we looked at related work on benchmarking (other than e-learning) in universities and colleges, and in benchmarking e-learning in corporate training, plus the one study on benchmarking e-learning in colleges. We also looked at work in other countries (Australia, US, Canada, Netherlands) that UK agencies typically look to for exemplars of good practice, and on work at the European level. Some guiding principles were evolved to drive the development of a benchmarking tool. These are as follows: The UK (and one suspects, most other countries) will not produce a uniform universities-wide approach to benchmarking which publishes non-anonymous numeric rankings of individual institutions. There will be an element of cultural relativism in that institution As view of institution B will not necessarily be the same as institution Bs view of itself and vice versa. Institutions will focus on the issues relevant to them e.g. there is no point in an institution worrying about lack of progress towards distance e-learning if distance learning is not part of the mission of the institution. Institutions will tend to focus on benchmarking themselves against those institutions that they perceive as most relevant competitors for students, similar in nature (e.g. research-led, international, with a particular governance style), similar in size, collaborators in other projects, and role models. This gives rise to a concept of comparator which is not only rather broader but also more useful in this context than that of competitor. Methodology The literature search started with a Google search on benchmarking AND e-learning and spreading out from that to related searches, making sure that agencies and countries were covered which in the judgement of the researcher were likely to have information on benchmarking. The methodological basis is that the grey literature nowadays is effectively synonymous with the Web. General Benchmarking in UK Universities This section looks at benchmarking in general, not at benchmarking e-learning in particular. Higher Education Academy The standard report on benchmarking in UK universities is (Jackson 2002). This makes the point, which many commentators do, that the term benchmarking has a wide range of interpretations, but further suggesting that going back to the original definition (by Xerox) is useful: a process of self-evaluation and self-improvement through the systematic and collaborative comparison of practice and performance with competitors in order to identify own strengths and weaknesses, and learn how to adapt and improve as conditions change. The report describes various types of benchmarking: implicit (by-product of information gathering) or explicit (deliberate and systematic); conducted as an independent (without partners) or a collaborative (partnership) exercise; confined to a single organisation (internal exercise), or involves other similar or dissimilar organisations (external exercise); focused on the whole process (vertical benchmarking) or part of a process as it manifests itself across different functional units (horizontal benchmarking); focused on inputs, process or outputs (or a combination of these); based on quantitative (metric data) and / or qualitative (bureaucratic information). As an example, one particular approach that might appeal to a university would be one which is explicit, independent, external, horizontal (since e-learning cuts across many departmental functions), focussed on inputs, processes and outputs, and based both on metric data (where available or calculable) and qualitative information. This might then extend to an internal exercise or to a collaborative exercise, perhaps initially with just one benchmarking partner (as some other reports suggest). Although the report describes many examples of benchmarking activity in the UK, none are directly relevant to the situation for e-learning and there is little even about IT. Despite this apparent orientation away from IT, the conclusions are relevant to this review. The first paragraph of the conclusions is particularly instructive: The HE context differs from the world of business in using benchmarking for regulatory purposes as well as for improvement. This fact is sometimes not appreciated by benchmarking practitioners outside HE who are primarily focused on business processes. The rapid growth of benchmarking in UK HE partly reflects a search for a more effective way of regulating academic standards in a diverse, multipurpose mass HE system and partly is a consequence of the increasingly competitive environment in which HE institutions operate, and a political environment that ensures that public resources are used as effectively as possible. It also reflects the political realisation that benchmarking has the potential to promote change in-line with a range of social and economic agendas. Apart from this report, the Higher Education Academy has a page specifically on benchmarking (Benchmarking for Self Improvement,  HYPERLINK "http://www.heacademy.ac.uk/914.htm" http://www.heacademy.ac.uk/914.htm). This states (our italics): The advent of QAA subject benchmarking means that most academics are aware of the term and now see it as a process connected to the regulation of academic standards. But there are other meanings and applications of benchmarking that are more concerned with sharing practice and ideas in order to develop and improve.... Collaborative benchmarking processes are structured so as to enable those engaging in the process to compare their services, activities, processes, products, and results in order to identify their comparative strengths and weaknesses as a basis for self-improvement and/or regulation. Benchmarking offers a way of identifying better and smarter ways of doing things and understanding why they are better or smarter. These insights can then be used to implement changes that will improve practice or performance. Benchmarking in Commonwealth Universities The former UK-based Commonwealth Higher Education Management Service produced a magisterial report (CHEMS 1998). The report had two overview chapters followed by chapters covering North America, Australia, the UK and some parts of continental Europe. The report contains little of specific relevance to e-learning, but there are a number of very useful observations that help to refine benchmarking processes. Chapter 2 has two pertinent observations: the range of approaches and definitions [for benchmarking] may perhaps be viewed most simply as a continuum, with a data driven and non-process focus at one end, and conceptualisations which integrate benchmarking with TQM as part of coordinated process-driven quality improvement programmes at the other. ...a common misconception is that benchmarking is a relatively quick and inexpensive process.... the converse is true, and it will take considerable time from both senior and middle level staff in universities if frustration and failure is to be avoided. English Universities Benchmarking Club The English Universities Benchmarking Club (EUBC,  HYPERLINK "http://www.eubc.bham.ac.uk/" http://www.eubc.bham.ac.uk/) is a group of eight mainly research-intensive universities set up and funded through the HEFCE fund for Developing Good Management Practice. It aims to develop: a Benchmarking infrastructure to support ongoing Benchmarking activities within each member organisation, oriented to student-facing processes, and to develop a methodology that will be recognised as Good Management Practice by other universities. The Club will be self-sustaining in year three of the project and members will resource their own Benchmarking activities having used the HEFCE funding received in years one and two of the project. However, the target areas of the Club do not have much to do with e-learning specifically. Consortium for Excellence in Higher Education The Consortium for Excellence in Higher Education ( HYPERLINK "http://excellence.shu.ac.uk" http://excellence.shu.ac.uk) was established to evaluate the benefits of applying the European Foundation for Quality Management Excellence Model to the UK university sector. It was founded by Sheffield Hallam University. This specific Excellence Model is getting a lot of attention in a few UK universities, but not in most others of course, the general idea of excellence and particular approaches to fostering and measuring it is of great interest to universities. The Consortium has recently published a report (CEHE 2003), which is useful for methodological insights but does not make any specific reference to e-learning. Scotland In Scotland, the Funding Council for universities has some information that is very relevant to the methodology of benchmarking e-learning. In their press release (SHEFC 2001) on Performance Indicators they state (our italics): Performance indicators do not attempt to show who or what is best overall: higher education is too diverse for that. They do include context statistics and benchmarks to help make sensible comparisons. In deciding whether two institutions are comparable, the benchmarks provide a useful guide. Other factors may also be taken into consideration such as the size and mission of the institution. Where the benchmarks are significantly different, we do not recommend comparing the institutions. Earlier, their consultation document (SHEFC 2000) made some useful points about the reasons for benchmarking: Issue 7: Performance indicators and information on quality: ...The Council also wishes to develop and use an appropriately wide range of performance indicators of institutional effectiveness, such as those recently introduced by the UK HE funding bodies. Other indicators, such as retention rates, progression rates, and client satisfaction measures, may also be valuable. The Council notes that the SFEFC has recently concluded that work is required to develop better measures of client satisfaction, and that there may be some opportunities for joint development work across the FE and HE sectors. There is also a need to ensure that Scottish HE can be effectively benchmarked against world standards, and to develop better measures of employability and value added. General Benchmarking in Australian Universities DETYA, the Australian Department of Education, Training and Youth Affairs, published in 1999 a 177-page manual Benchmarking in Australian Universities (DETYA 1999). Chapter 6 covers Learning and Teaching while Chapter 9 covers Library and Information Services. While containing little of detailed relevance to e-learning, the manual makes a number of detailed points which will assist people in devising an appropriate methodology for e-learning benchmarking activities, especially beyond the first desk research stage. On the type of benchmark indicators required, the manual states: All too often outputs (or outcomes) measuring the success of past activities have been the only performance measures used. While such lagging indicators provide useful information there is also a need for leading indicators, that is, measures of the drivers of future performance, and learning indicators, measures of the rate of change of performance. There are valid ways of measuring dynamism and innovation. As change must be in particular directions if it is to be effective, there needs to be direct links between all performance measures and the strategic plan of the organisation. (Chapter 1, p.3) In Chapter 2 there is a useful analysis of issues in the benchmarking process. It stresses the need to look at outcomes, rather than the frequent orientation to analysing only processes: Process v outcomesOften educational institutions prefer to concentrate on evaluation of processes in preference to outcomes. This manual adopts the position that outcomes matter. Outcomes can, of course, be rates of change and identifiable stages of qualitative improvement as much as numerical scores. Benchmarking of processes is the focus only when direct measurement of outcomes is not possible, or not yet possible, or when such benchmarks provide guidance for improvement. It also stresses the need to look for good practice, especially when what constitutes best practice is unclear or arguable: The formulation chosen for this manual is good practice because of the sensitivities of those who claim that best practice is impossible to identify. A particular challenge in e-learning is raised by the next point: Countable v functionalThe number of books in a library is not as important as the librarys ability to provide, in a timely way, information needed by university members. Electronic and other means of flexible delivery have already made traditional staff-student ratios a poor benchmark for either resources or quality. The challenge has been to make progress on identifying and formulating benchmarks that measure functional effectiveness rather than simple countables. As an example, capital expenditure on VLE hardware is likely to be a poor guide to success in e-learning, even when normalised against student FTEs. On calibration the manual provided us with a key main justification for adding a point 6 on the benchmark scale: CalibrationThe constant search in universities is for excellence, for higher standards. Standards will change, hopefully upwards, as a consequence of deeper insights and better measuring tools; or, where the measures are indirect, better definitions. It is basic to this manual that readers remain aware that there will be a need for re-calibration of the benchmarks from time to time as data definitions and data collections improve. And finally, the manual notes the importance of information technology (even in 1999), even though there is no specific benchmark on e-learning: In modern universities information technology and telecommunications (IT & T) considerations are so pervasive that it is not possible to consider them as a coherent, separate set of benchmarks... Accordingly, many of the benchmarks in the Manual have an IT component. Most importantly there is a need for strategic information planning so that the IT and T needs of all units, including the needs for renewal, are integrated. The three most important IT & T topics and the benchmarks that most specifically relate to them are: 1) IT & T infrastructure (Benchmark 5.14) 2) Management systems information technology (Benchmarks 3.6 and 3.9) 3) Information technology in learning and teaching and research (Benchmarks 9.2 and 9.3). The following is the overview of benchmark 5.14: Benchmark Rationale: Information Technology and Telecommunications are integral to the operation of a modern international university. For a university to be world-class its IT & T must at least sustain that status. Access to efficient, networked computing facilities, including access to university-wide information services (e.g., University web sites), and to the Internet, are aspects of the reasonable infrastructure expectations of staff members and students. The efficiency of those services is best measured in terms of availability and reliability. Complementary staff competencies are required for the services to be efficient. Benchmarking e-Learning in US Universities Although the term benchmarking is not much used even in the US literature, there are several US reports highly relevant to the issue of benchmarking e-learning in universities. In addition, there is a large body of work in the US on Quality in Distance Education. While this is targeted to off-campus activity and much of it predates the widespread diffusion of e-learning into distance learning, it is a valuable source of benchmark information. However, the gold nuggets are spread thinly through the material. A readable yet scholarly introduction to this literature is (Parker 2004). Although that report makes only one reference to benchmarking (in other than its sense of benchmarking subjects), the point is telling for the direction of future work: It has also been suggested that the thinking on quality assurance will have to shift dramatically, from external compliance-based approaches toward comparative benchmarking and mutual recognition arrangements for international quality standards. In her magisterial report (Du Mont 2002), Rosemary Ruhig Du Mont described a range of benchmarking activities in the US relevant to e-learning: A number of research projects have focused on identifying the range of online student services needed to support students at a distance. In 1997 the Western Cooperative for Educational Telecommunications (WCET) received funding from the Fund for the Improvement of Post Secondary Education (FIPSE) to help western colleges and universities improve the availability and quality of support services provided to distance education students... Also in 1997, the American Productivity and Quality Center (APQC) collaborated with the State Higher Education Executive Officers (SHEEO) to produce a comprehensive summary of best practices, Creating Electronic Student Services. In 1999, IBM and the Society for College and University Planning (SCUP) sponsored another benchmarking series of best practices case studies (EDUCAUSE, Institutional Readiness, 2001). WCET received a follow-up grant in February 2000 under the auspices of the U.S. Department of Education Learning Anytime Anywhere Partnership (LAAP) program. The grants purpose was to develop online student services modules and a set of guidelines for other institutions to use... APQC/SHEEO Work A second study from the APQC/SHEEO partnership, entitled Faculty Instructional Development: Supporting Faculty Use of Technology in Teaching, began in April 1998. The noted e-learning expert Tony Bates, then at the University of British Columbia, provided expertise throughout the study. The Executive Summary of the study report (APQC 1999) states: The purpose of this multi-organization benchmarking study was to identify and examine innovations, best practices, and key trends in the area of supporting the use of technology in teaching, as well as gain insights and learnings [sic] about the processes involved. The goal was to enable participants to direct their own faculty instructional development processes more effectively and identify any performance gaps.... There were 14 key findings from the study. The work was done over five years ago and the results now seem mostly rather obvious. However, several of the findings do help in formulating appropriate benchmark criteria. Five of these are quoted below: 3. Best-practice organizations keep their focus on teaching and learning issues, not the technology itself. However, faculty members must reach a minimum comfort level with the technology before they can realize the deeper educational benefits. 6. Faculty incentives come in many forms. Among the most powerful motivators is newfound pride in teaching. 8. A variety of departments coordinate instructional development services. Centralized structures and funds support overall organizational strategies, and decentralized structures and funds support just-in-time technical assistance. 9. Best-practice organizations have steadily moved toward strategic investments and firm criteria for funding projects. 13. Best-practice organizations use faculty and student evaluations to adjust instructional strategies. Quality on the Line A ground-breaking report Quality on the line: Benchmarks for success in Internet-based education, was published in 2000 (IHEP 2000). This study gives 24 so-called benchmarks they are actually statements of good practice which distance learning operations should adhere to. The most important ones for our purposes are listed below: Institutional Support Benchmarks 2. The reliability of the technology delivery system is as failsafe as possible. Course Development Benchmarks 4. Guidelines regarding minimum standards are used for course development, design, and delivery, while learning outcomesnot the availability of existing technologydetermine the technology being used to deliver course content. Teaching/Learning Benchmarks 8. Feedback to student assignments and questions is constructive and provided in a timely manner. Course Structure Benchmarks 12. Students have access to sufficient library resources that may include a virtual library accessible through the World Wide Web. Student Support Benchmarks 15. Students are provided with hands-on training and information to aid them in securing material through electronic databases, interlibrary loans, government archives, news services, and other sources. 16. Throughout the duration of the course/program, students have access to technical assistance, including detailed instructions regarding the electronic media used, practice sessions prior to the beginning of the course, and convenient access to technical support staff. 17. Questions directed to student service personnel are answered accurately and quickly, with a structured system in place to address student complaints. Faculty Support Benchmarks 18. Technical assistance in course development is available to faculty, who are encouraged to use it. 19. Faculty members are assisted in the transition from classroom teaching to online instruction and are assessed during the process. 21. Faculty members are provided with written resources to deal with issues arising from student use of electronically-accessed data. Evaluation and Assessment Benchmarks 22. The programs educational effectiveness and teaching/learning process is assessed through an evaluation process that uses several methods and applies specific standards. It is important to note that the 24 benchmarks were distilled down from a longer list which was market researched with six institutions active in distance learning. For our purposes we make two more adjustments: Removing some which with the benefit of five years more experience, can be seen to be irrelevant to success or best practice. (These have been removed in the above list) Compositing some together. Since the statements are not benchmarks in the sense of this review, each one then has to be rewritten into a form which allows a quantitative measurement, in the 6-point scale with supporting narrative. For example: 22. The programs educational effectiveness and teaching/learning process is assessed through an evaluation process that uses several methods and applies specific standards becomes: Evaluation of educational effectiveness: frequency, depth and range of instruments used. American Productivity and Quality Center (APQC) Another APQC-related project in universities was described above. In this section we go slightly beyond the remit of this paper to describe some work at APQC which although rooted in e-training, is very relevant to benchmarking e-learning in universities. The American Productivity and Quality Center (APQC,  HYPERLINK "http://www.apqc.org" http://www.apqc.org) is a non profit organization providing expertise in benchmarking and best practices research. In 2002, APQC published a study entitled Planning, Implementing and Evaluating E-Learning Initiatives. Although no universities were among the partner organisations benchmarked, the sponsors of the study included Eastern Michigan University and the Ohio University Without Boundaries, whose names and roles suggest that they were operationally interested in the outcomes. Moreover, the Subject Matter Expert was Dr Roger Schank, a famous name in e-learning and cognitive science. The Executive Summary of the study (APQC 2002) describes the key findings. The statements about of best-practice organisations correspond to points 5 or 6 on our scales. Some of these are listed below in a few cases we have added an explanation in [] sections: 1. Planning the e-learning initiative - E-learning initiatives in best-practice organizations receive strong, demonstrated support from senior-level executives and/or steering bodies. - Most best-practice organizations develop marketing and communication plans for the e-learning initiative. [We treat these as separate.] 2. Implementing the e-learning initiative - Best-practice organizations carefully assess both the need for technology and the technology available before adding new capabilities to their portfolio. - E-learning initiatives in best-practice organizations are employee-focused. [We say student-focused.] - Best-practice organizations provide supportive learning environments for employees. [Students. But do not forget the needs of staff.] 3. Evaluating the e-learning initiative - Best-practice organizations employ a variety of measurement techniques to evaluate the e-learning initiative. - Best-practice organizations link evaluation activities to organizational strategies. Benchmarking in UK Education outside the University Sector Learning and Skills Development Agency The Learning and Skills Development Agency produced in 2002, under a grant from the Learning and Skills Council, a benchmarking guide Benchmarking for the Learning and Skills Sector (Owen 2002). It contains nothing specific to e-learning, but is full of useful information on benchmarking techniques and processes. Indeed, a combination of this guide and the Australian benchmarking guide (DETYA 1999) would provide a very useful handbook for any future e-learning benchmarking exercise in universities. The guide contains a useful introductory chapter What is benchmarking? describing the various kinds of benchmarking: metric, diagnostic and process benchmarking. Most of the rest of the guide is taken up with an excellent description of how to do process benchmarking, working with a benchmarking partner. National Learning Network This describes itself on its Web site ( HYPERLINK "http://www.nln.ac.uk" http://www.nln.ac.uk) as follows: The national learning network (NLN) is a national partnership programme designed to increase the uptake of Information Learning Technology (ILT) across the learning and skills sector in England. . the NLN achieves this by providing network infrastructure and a wide-ranging programme of support, information and training, as well as the development and provision of ILT materials for teaching and learning. The initiative began in 1999 with the aim of helping to transform post-16 education. To date, the Governments investment in the NLN totals 156 million over a five year period. The evaluation of the National Learning Network has generated a wealth of information including material highly relevant to the benchmarking of e-learning. In particular, there is a self-assessment tool to allow institutions to judge the extent to which they have embedded ILT into their operations. (Note that ILT is the phrase for IT applied to e-learning that is used in UK colleges.) The Guidelines for this tool describe it as follows: The ILT self-assessment tool has been developed... by the Learning and Skills Development Agency as part of the NLN initiative. It enables institutions to measure the extent to which they have embedded ILT into teaching and learning and to identify priorities for development Use of the tool will also support a valuable sector benchmarking exercise to obtain baseline data on the embedding of ILT into teaching and learning. The tool uses a 5-level classification of the level of ILT use. This is based on early work by MIT on the adoption of IT by companies, which was further refined by Becta. The model has levels as follows, from least to greatest use of ILT: Localised Coordinated Transformative Embedded Innovative More detail can be found in a chapter on the CITSCAPES Developmental Tool (CITSCAPES 2001), a version of the tool oriented to development of student skills in ICT. There is a translation of the levels into specific features. This is given in the table on the next two pages. The rows in italics are where we feel that there is most deviation in concept or in metrics between FE and HE practice: Table 1: ILT Self-Assessment Tool Benchmark Criteria 5 LOCALISED4 CO-ORDINATED3 TRANSFORMATIVE2 EMBEDDED1 INNOVATIVEStrategic managementResponsibility for ILT delegated to identified staff.A co-ordinated approach to ILT development encouraged and supported.Staffing structure reviewed and appropriate new posts created and supported by senior management.Ensures that ILT is used across the curriculum and for management and administrative applications. Significant strategic commitment to use of ILT in learning.ILT managementTakes place mainly in isolation with little co-ordination of ILT across the institution.Central IT management function identified. Management involved in curriculum development to co-ordinate ILT practice across the institution. Contributes to planning of staff development.Acts as a catalyst for change. Management takes account of current applications of ILT in education. Supports the development of differentiated learning programmes through ILT.Monitors and supports ILT integration across the curriculum. Able to advise on models of good practice and innovation.Learning resources managementLearning resources are managed without reference to ILT resources.Senior member of staff has overall responsibility for all learning resources. Learning resource and ILT management are co-ordinated.Learning and ILT resource provision co-ordinated and integrated.Learning resources are available in a range of formats and locations to provide support for a range of needs.ILT strategyStrategy not developed but some staff, or departments, are integrating ILT in their schemes of work.Draft ILT strategy in place which bears reference to the overarching college mission. Extent of ILT use identified and recorded. Full inventory of resources available.Staff actively contribute to process of updating and expanding existing ILT strategy and to its implementation in the curriculum.ILT strategy takes account of changes in teaching and learning styles arising from the potential of ILTs exploitation.Staff developmentIndividual training for personal development is provided on an ad-hoc basisA co-ordinated approach to generic IT training e.g. spreadsheets, word processing, databases. Recognition of additional skills to support the integration of ILT in the curriculum.Curriculum- and MIS-based ILT training for most staff by internal and external trainers. Appropriate training for non-teaching staff. Recognition of new skills needed to facilitate changing teaching and learning styles.ILT is integrated intuitively into all areas of the work of the college. Staff take responsibility for identifying their own staff development needs. Staff trained in tutoring and timely intervention.Integration of curriculum and administration dataLimited ILT use in curriculum and in administration. MIS used for administration.Staff recognise the value of ILT in handling administration and curriculum data.Outputs used to support planning and decision making.Staff systematically use ILT systems to generate curriculum and management information. Flexible course delivery using ILT appropriately.Teaching and learning stylesIndividual tutors and learners explore the potential of ILT in learning in an ad-hoc way.ILT used to support and enhance existing teaching and learning practice across the institution.New, ILT-based approaches to teaching, supporting a range of learning styles, incorporated into curriculum planning, strategy and practice.Tutors recognise ILTs power to encourage higher order skills, e.g. problem solving. Suitable uses of ILT incorporated into learning strategies.Learner IT skillsSome staff exploit learners basic IT skills but with little attempt to integrate ILT into learning and assessment process.Curriculum areas provide contexts for the development of IT skills and their assessment. Generic skills may be developed through IT courses.Staff acknowledge high level of learner IT skills and devise appropriate learning situations which reflect and allow development of those skills.Learner use of IT is appropriate in the context of their learning experience and its application is regularity re-evaluated.Technical supportTechnical support sporadic and unreliable. No systematic procedures in place.Centrally managed and co-ordinated technical support. Support request, fault reporting, etc. procedures clearly defined.Non-academic support staff available to support student learning and staff development activities.Technical and learning support rotes have evolved to encompass developmental and advisory activities Efficient, client -driven resource deployment.FundingIT is funded on an ad-hoc basis.Centrally co-ordinated funding of IT through a single budget holder. ILT funding co-ordinated.Staff development represents a significant proportion of overall ILT funding programme.Innovative methods of funding ILT developments are explored and exploited. Physical resourcesIndividual departments control and explore potential of ILT resources.Provision of ILT facilities is centrally funded and co-ordinated. Provision recognises the importance of non curriculum-specific applications of ILT in the learning process.A mixed economy of provision leading to resource areas being developed throughout the institution, e.g. ILT in science or art and design areas.Open-access to ILT resources which are increasingly used for flexible and independent learning.External linksInformal links developed by individual departments that exploit ILT resources and/or expertise of commercial, industrial, academic and other institutions.The institutions links with external agencies centrally co-ordinated. Links regularly reviewed and considered for mutual benefit.Impact of external links on curriculum focus. The community and other external agendas provide support, e.g. local employers contribute to curriculum review and development.Contact with the external agencies influences the development of the institutions thinking on the educational use of ILT.Focus on community improvement through education.Record keepingIndividuals or departments use ILT for simple record-keeping e.g. word-processed student lists or simple databases.A co-ordinated and centralised approach to record keeping is implemented across the institution. Data entered mainly by administrative staff.Individual tutors actively engage with a centralised MIS. Some academic staff access the system on-line.Data entry and retrieval is an accepted part of every tutors practice. Diagnostic assessment and guidance on demand.Evaluation and assessmentReacts to external pressure, e.g. GNVQ.College looks outward (e.g. to other institutions) for examples of good practice.Systematic use of ILT for assessment, recording and reporting.ILT-based record systems used to inform curriculum development and planning In the institution. This classification has informed our benchmarking in general terms. However, there are two main objections to its applicability in detail: It is based on thinking from the non-university sector and on the whole, universities like to take their own view on such matters, especially when in most advanced countries universities have been using IT for many years, in many cases much longer than colleges. Several criteria are likely to have to be reinterpreted for the university sector and several others re-normalised, i.e. the measurement base changed see in particular the italics in the above table. The underpinning methodology is 14-year old thinking from MIT about how IT transforms companies who did not formerly have IT but most UK universities are on their third wave of innovation with IT. Even the modified version of the MIT work used in the above table is nearly 10 years old. More modern underpinning methodologies such as the Capability Maturity Model described later may have more resonance with experts. Becta The British Educational Communications and Technology Agency (Becta) are taking forward a new work programme on benchmarking adoption of ILT by schools and colleges, but no details are yet publicly available. Europe-wide Benchmarking Activities in e-Learning With the exception of the first organisation below the agencies and projects described are not primarily focussed on benchmarking; however, as noted earlier, projects on quality and excellence have a definite overlap. Further liaison needs to take place. European Benchmarking Programme on University Management Although not specifically focussed on e-learning, this programme has been influential and did have some involvement with e-learning, which appears to have influenced more recent developments. Operated by the European Centre for Strategic Management of Universities (ESMU,  HYPERLINK "http://www.esmu.be/" http://www.esmu.be/), this benchmarking programme is now in its fifth year of operation. It describes itself as follows: This Benchmarking Programme offers a unique and cost effective opportunity for participating universities to compare their key management processes with those of other universities. This will help identify areas for change and assist in setting targets for improvement. ESMU derives its assessment system from the European Quality Awards and the Malcolm Baldridge National Quality Awards in the USA. The programme was launched initially with the Association of Commonwealth Universities, thus blends elements of European and Commonwealth traditions of university management. In 2003, one of the four topics benchmarked was e-learning. Note that the European Universities Association has links to ESMU and the benchmarking club. The general methodology for the EMSU benchmarking process is described in a document (ESMU 2004). The following three excerpts are very relevant to current issues: The approach adopted for this benchmarking programme goes beyond the comparison of data-based scores or conventional performance indicators (SSRs [staff-student ratios], unit costs, completion rates etc.). It looks at the processes by which results are achieved. By using a consistent approach and identifying processes which are generic and relevant, irrespective of the context of the organisation and how it is structured, it becomes possible to benchmark across sectoral boundaries (geography, size, mono/multi site institution, etc.). Benchmarking is not a one-off procedure. It is most effective when it is ongoing and becomes part of the annual review of a universitys performance. An improvement should be in advance of, or at least keep pace with, overall trends (there is little benefit in improving by 5% if others are improving by 10%)... An amended set of good practice statements is used by each university to self-assess on a five point scale. A number of Europe-wide associations of universities and European projects are or have been involved in e-learning studies, mainly in the area of quality of e-learning but as noted above, this is a close relative of benchmarking. BENVIC The project BENVIC (Benchmarking of Virtual Campuses,  HYPERLINK "http://www.benvic.odl.org" http://www.benvic.odl.org), part-funded by the EU, flourished during 1999-2001. It produced a number of descriptive case studies of virtual campuses and an Evaluation Methodology Report which made many sensible points, agreeing with the majority of similar benchmark studies of the era. The project case studies (with hindsight) were perhaps focussed too much towards start-up virtual campus programmes and the projects use of a 3-point rather than a 5-point scale allowed very little discrimination or renormalisation. All reports are downloadable from the Web site. Coimbra Group The Coimbra Group ( HYPERLINK "http://www.coimbra-group.be" http://www.coimbra-group.be) is a group of around 30 high-ranking universities from across Europe. In early 2002 a survey of e-learning activity across the Coimbra Group was carried out under the leadership of Jeff Haywood (Edinburgh). A summary of the findings can be found at (Haywood 2002). This does mention benchmarking, and some evidence of further activity, or at least plans, in this area is contained in other documents on the site. Thus it is worth extracting relevant benchmarking criteria from the material. Looking at the survey, two points come to mind: An important criterion on a 5-point scale is Q1. What is the position of e-learning in your universitys strategic planning, at central and faculty levels? The next question Q2. What developments do you expect in e-learning in your university in the next 5 years? cannot be a criterion as such, but it can be turned into a criterion on technology/pedagogy foresight. SEEQUEL The project SEEQUEL (Sustainable Environment for the Evaluation of Quality in E-Learning,  HYPERLINK "http://www.education-observatories.net/seequel/" http://www.education-observatories.net/seequel/) has developed a SEQUEEL Core Quality Framework (SEEQUEL 2004). This provides a large number of criteria which could relate to benchmarks. The challenge is to simplify and aggregate these so as to focus on those which are both highly specific to e-learning and critical success factors for the institution. E-xcellence An EU-wide project has started in 2005 oriented to creating a standard of excellence for e-learning. This is E-xcellence ( HYPERLINK "http://www.eadtu.nl/e-xcellence/" http://www.eadtu.nl/e-xcellence/). There will be some interesting discussions ahead to see how this correlates to benchmarking work (see the earlier remarks about the UK work on Excellence) and to the views of so-called mainstream rather than distance teaching universities. UNderpinning Methodologies Early Adopter Theories In his classic book Diffusion of Innovations (Rogers 1995), Everett Rogers described how innovations propagate throughout institutions or societies. He described five categories: innovators, early adopters, early majority, late majority, and laggards. He also described the typical bell-shaped curve giving the number of people in each category. There is a good review of Rogers theories in (Orr 2003). We can turn the Rogers work into a benchmarking criterion by measuring what stage an institution is at in terms of adoption of e-learning. This then gives the following scale: innovators only early adopters taking it up early adopters adopted it, early majority taking it up early majority adopted it, late majority taking it up all taken it up except laggards, who are now taking it up (or leaving or retiring). Given a desire for a 6th point of exceeding expectations one can add this as: first wave embedded, second wave of innovation under way (e.g. m-learning after e-learning). The e-Learning Maturity Model There is very interesting new work in Australia/New Zealand by Marshall and Mitchell on what they call the e-Learning Maturity Model. This has been developed out of work on the Capability Maturity Model and from the SPICE approach to software process improvement. The model is described in (Marshall and Mitchell 2004) and backed up by a literature search in (Marshall 2004). There is a comprehensive project web site at  HYPERLINK "http://www.utdc.vuw.ac.nz/research/emm/" http://www.utdc.vuw.ac.nz/research/emm/. The documents give a classification of processes relevant to e-learning, into: Learning with direct impact on pedagogical aspects of e-learning Development surrounding the creation and maintenance of e-learning resources Co-ordination surrounding the oversight and management of e-learning Evaluation surrounding the evaluation and quality control of e-learning throughout its entire lifecycle Organisation associated with institutional planning and management. The classification of processes and the orientation to the entire lifecycle has a substantial amount in common with that used for activity-based costing analysis of e-learning, in particular the CNL studies in the UK see for example (Bacsich and Ash 1999). The e-Learning Maturity Model has six levels of process capability. See the table on the next page. Table 2: Levels of Process Capability 5OptimisingContinual improvement in all aspects of the e-Learning process4ManagedEnsuring the quality of both the e-learning resources and student learning outcomes3DefinedDefined process for development and support of e-Learning2PlannedClear and measurable objectives for e-learning projects1InitialAd-hoc processes0Not performedNot done at allFor benchmarking work we propose re-normalising these with 0 becoming 1 in the Likert scale and 5 becoming 6, thus exceeding expectations. Few organisations could claim realistically to be at level 6 yet. This project has recently (April 2005) released a massive Report on the e-Learning Maturity Model Evaluation of the New Zealand Tertiary Sector (Marshall 2005). This arrived too near the deadline for our review for us to provide a considered view but it seems likely to be a significant contribution to the methodology of the small but rapidly emerging field of benchmarking e-learning. Methodological Developments in Switzerland The Swiss Virtual Campus (SVC,  HYPERLINK "http://www.virtualcampus.ch/" http://www.virtualcampus.ch/) has for some years been a focus for advanced developments in e-learning in universities. What is perhaps less known is that there is a significant amount of monitoring and analytic activity surrounding the developments of new content and courses. In particular, one of the SVCs eLearning Competence Centres, at the University of Lugano New Media in Education Lab ( HYPERLINK "http://www.newmine.org/" http://www.newmine.org/), contains a team of analysts who among other work have been directly applying the IHEP Quality on the Line 24 benchmarks as a tool to measure progress in e-learning at a wider and wider range of European universities. See (Lepori and Succi 2003) for their work on e-learning in Swiss universities and the forthcoming report Quality Benchmarking for eLearning in European Universities (Succi and Cantoni 2005). A PROPOSED Benchmark Framework for e-Learning In its original version the framework was a rapidly developed tool to kick-start a specific exercise in benchmarking. Then the much more substantial piece of work (summarised in this paper) was done to produce the literature search. This has allowed the original framework to be refined and back-filled, to some extent. Since the first phase of the literature search, ongoing work continues, correlating the framework against incoming information. Current interests are correlation of the thinking with European-level work on quality and excellence in e-learning and the provision of authoritative audit trails for each criterion. At a more practical level, the main things that the framework now need are (a) piloting against many test sites, to see what benchmark criteria are discoverable from desk research, and (b) scrutiny in much more detail against the information coming in. As in our earlier work on costings see e.g. (Bacsich and Ash 1999) this is normally done by taking each original tabulation and adding a column to reflect its mapping into our view. Many, if not most, of our proposed benchmarks are qualitative not quantitative. There is more or less full consensus that a Likert 5-point scale is the best to use to capture the ranking aspect of these. While a 5-point approach is enshrined in the research literature we have extended this to a 6-point scale to allow level 6 to allow an element of exceeding expectations to take place which seems particularly apt in a post-modern context. This 6-point scale also allows easier mapping of some criteria. With these provisos, we present the version on the next few pages as suitable for piloting in both external desk research studies and internal or collaborative benchmarking studies/clubs. One could best describe the approach as pick and mix in that we have taken the best from a number of approaches and tried to avoid being trapped into any particular world view (e.g. ODL) or underpinning methodology. For simplicity and to fit the layout the tables leave out levels 2 and 4 and also a column on measuring instruments. The full tables are available from the author. Table 3: Proposed Benchmark Taxonomy for e-Learning Factor1356NotesAdoption phase overall (Rogers)Innovators onlyEarly majority taking it upAll taken it up except some laggardsFirst wave embedded and universal, second wave startingHow many segments of the Rogers model are engagedILT-like phase (MIT)Individual lone rangersCoordinated (e.g. by e-learning centre)EmbeddedInnovative (second wave starting)MIT/Becta level as used in English collegeseMM level overallMany e-learning processes not performedPlannedManagedOptimisinge-Learning Maturity Model levelVLE stageNo VLEVLEs reducing in number to around twoOne VLEOne VLE but with local variants when business case, and post-VLE activityDegree of coherence across institutionTools useNo use of tools beyond email, Web and the VLE minimum setWidespread use of at least one specific tool, e.g. assignment handling, CAAHEI-wide use of several toolsUse of locally developed tools alsoScale, sophistication and depth of tools useIT underpinning reliability90%99%99.9%99.95% 24x7x365Percentage uptime over service periodsIT underpinning performanceIT underpinning usabilityNo usability testing, no grasp of the conceptExplicit usability testing of all key systemsAll services usable, with internal evidence to back this upEvidence of usability with external verificationLevel of provable usability of e-learning systemsAccessibilitye-learning material and services is not accessibleAlmost all e-learning material and services conform to minimum standards of accessibilitye-learning material and services are accessible, and key components validated by external agenciesStrong evidence of conformance with letter and spirit of accessibility in all countriesLevel of conformance to accessibility guidelinese-Learning StrategyNo e-Learning Strategy. No recent Learning and Teaching Strategye-Learning Strategy produced from time to time, e.g. under pressure from HEFCE or for particular grantsRegularly updated e-Learning Strategy, integrated with Learning and Teaching Strategy and all related strategies (ODL)Coherent regularly updated strategy allowing adaptations to local needs, made public, etc.Degree of strategic engagementDecision-makingNo decision making regarding e-learning each project is differentE-learning decisions (e.g. for VLEs) get taken but take a long time and are contested even after the decision is takenEffective decision-making for e-learning across the whole institution, including variations when justifiedDecisions taken in an organic and efficient way, e.g. Round TableRobustness, sophistication and subtlety of decision-makingInstructional Design/PedagogyTerms not understood in the HEITerms well understood within the learning and teaching centre and among some academic staffPedagogic guidelines for the whole HEI, and acted onA culture where techno-pedagogic decisions are made naturallyLevel of practical but evidence-based knowledge and application of instructional design and pedagogic principlesLearning materialLittle conformance of learning material to house style for editing or layoutMost learning material conforms to explicit editorial and layout guidelinesHEI-wide standards for learning material, which are embedded at any early stage, e.g. by style sheets.Much learning material exceeds expectationsLevel of fitness for purpose of learning materialTrainingNo systematic training for e-learningHEI-wide training programme set up but little monitoring of attendance or encouragement to goAll staff trained in VLE use, appropriate to job type and retrained when neededStaff increasingly keep themselves up to date, just in time, except when discontinuous system change occursDegree to which staff have competence in VLE and tools use, appropriate to job typeAcademic workloadNo allowance given for the different workload pattern of e-learning coursesA work planning system which makes some attempt to cope, however crudely, with e-learning coursesWork planning system which recognises the main differences that e-learning courses have from traditionalSee the cell belowSophistication of the work planning system for teachingCostsNo understanding of costsActivity-Based Costing being used in partFull Activity-Based Costing used and adapted to e-learning Level of understanding of costsPlanningIntegrated planning process for e-learning integrated with overall course planningIntegrated planning process allowing e.g. trade-offs of courses vs. buildings EvaluationNo evaluation of courses take place that is done by evaluation professionalsEvaluation of key courses is done from time to time, by professionalsRegular evaluation of all courses using a variety of measurement techniques and involving outside agencies where appropriateEvaluation built into an Excellence, TQM or other quality process including benchmarking aspectsLevel of thoroughness of evaluationOrganisationNo appointments of e-learning staffCentral unit or sub-unit set up to support e-learning developmentsCentral unit has Director-level university manager in charge and links to support teams in facultiesBeginning of the withering away of explicit e-learning posts and structuresTechnical support to academic staffNo specific technical support for the typical (unfunded) academic engaged in e-learningKey staff engaged in the main e-learning projects are well supported by technical staffAll staff engaged in e-learning process have nearby fast-response tech supportIncreasing technical sophistication of staff means that explicit tech support can reduceQuality and ExcellenceConformance to QAA in a minimalist wayConformance to QAA precepts including those that impinge on e-learningAdoption of some appropriate quality methodology (EFQM, etc) integrated with course quality mechanisms derived from QAA preceptsActive dialogue with QAA and wider quality agencies as to appropriate quality regimes for e-learningLevel of HEI overall commitment to quality and excellence agenda for e-learningForesight on technology and pedagogyNo look-ahead functionSubscription to central agencies doing foresight (OBHE, JISC Observatory etc)HEI Observatory functionForesight becomes embedded in course planning processLevel of institutional foresight functionCollaborationNo collaborationCollaboration policy, patchily or superficially implemented Well-developed policy on collaboration and established partners (but not a closed list)HEI has explicit strategic approach to collaboration, and non-collaborationIPRNo IPR items in staff contractsIPR embedded and enforced in staff, consultant and supplier contracts All of 5 plus use of open source or other post-industrial IPR modelsLevel of IPR for staff, consultants and suppliersStaff recognition for e-learningNo recognition for staff, explicit pressure against (e.g. due to RAE)Staff engaged only in the teaching process can reach a high salary and responsibilityLevel of staff recognition (not only and not necessarily financial) against the pressure for RAE Future Work The schema produced needs further refinement but this should come from usage not just from literature searching. There is one further constraint on the benchmarks selected, whose effect is only now becoming clear. In order to support desk research on comparisons (the likely first stage of benchmarking, followed later by benchmarking partnerships or site visits), the benchmark levels ideally have to be reasonably observable from outside, or at least relate to the kind of topic that developers and researchers, drawing on their local implementations, will see fit to dwell on in their publications and statistics that they have to produce anyway. Future literature search work includes completing the search over relevant agencies, especially more in the wider world outside North America, Europe and Australia/New Zealand. However, in our view it is not very likely that such work will add a great deal to the overall approach. Nevertheless, there is more work to be done at a detailed level to extract hard-nosed benchmark information from the traditional quality literature and the emerging excellence literature for distance learning in US and Europe. References APQC. 1999. Todays Teaching and Learning: Leveraging Technology. Executive Summary of report on Faculty Instructional Development: Supporting Faculty Use of Technology in Teaching. APQC. See  HYPERLINK "http://www.researchandmarkets.com/reportinfo.asp?report_id=42890" http://www.researchandmarkets.com/reportinfo.asp?report_id=42890. APQC. 2002. Planning, Implementing and Evaluating E-Learning Initiatives. APQC. For a short overview see  HYPERLINK "http://www.researchandmarkets.com/reportinfo.asp?report_id=42763" http://www.researchandmarkets.com/reportinfo.asp?report_id=42763 and for the full Executive Summary see  HYPERLINK "http://www.apqc.org/portal/apqc/ksn/01Planning_ExSum.pdf?paf_gear_id=contentgearhome&paf_dm=full&pageselect=contentitem&docid=110147" http://www.apqc.org/portal/apqc/ksn/01Planning_ExSum.pdf?paf_gear_id=contentgearhome&paf_dm=full&pageselect=contentitem&docid=110147. Bacsich, P. and Ash, C. 1999. The hidden costs of networked learning the impact of a costing framework on educational practice. In: Proceedings of ASCILITE 99, Brisbane, Australia. See  HYPERLINK "http://www.ascilite.org.au/conferences/brisbane99/papers/bacsichash.pdf" http://www.ascilite.org.au/conferences/brisbane99/papers/bacsichash.pdf. CEHE. 2003. Benchmarking Methods and Experiences. See  HYPERLINK "http://excellence.shu.ac.uk/publications/Final%20Publications/Benchmarking%20Methods%20and%20Experiences.pdf" http://excellence.shu.ac.uk/publications/Final%20Publications/Benchmarking%20Methods%20and%20Experiences.pdf. CHEMS. 1998. Benchmarking in Higher Education: An International Review. Commonwealth Higher Education Management Service, London. See  HYPERLINK "http://www.acu.ac.uk/chems/onlinepublications/961780238.pdf" http://www.acu.ac.uk/chems/onlinepublications/961780238.pdf. CITSCAPES. 2001. The CITSCAPES Developmental Tool. Chapter 10 of CITSCAPES Phase I Report, November 2001. See  HYPERLINK "http://www.citscapes.ac.uk/products/phase1/ch10.pdf" http://www.citscapes.ac.uk/products/phase1/ch10.pdf. DETYA, 1999. Benchmarking: A manual for Australian Universities. Department of Education, Training and Youth Affairs, Australia. See ( HYPERLINK "http://science.uniserve.edu.au/courses/benchmarking/benchmarking_manual.pdf" http://science.uniserve.edu.au/courses/benchmarking/benchmarking_manual.pdf. Du Mont, R. R. Distance Education: A systems view. Kent State University and Ohio Learning Network. See  HYPERLINK "http://www.usoe.k12.ut.us/curr/ednet/training/resources/pdf/SystemsView2182003.pdf" http://www.usoe.k12.ut.us/curr/ednet/training/resources/pdf/SystemsView2182003.pdf. ESMU. 2004. European Benchmarking Programme on University Management. ESMU, Brussels. See  HYPERLINK "http://www.esmu.be/download/benchmarking/BENCH_YEAR5_INFO_NOTE.doc" http://www.esmu.be/download/benchmarking/BENCH_YEAR5_INFO_NOTE.doc. Haywood, J. 2002. Summary of the e-Learning/ODL Survey of Coimbra Group Universities. Coimbra Group. See  HYPERLINK "http://www.coimbra-group.be/DOCUMENTS/summary.doc" http://www.coimbra-group.be/DOCUMENTS/summary.doc. HECTIC. 2002. 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Applying SPICE to e-Learning: An e-Learning Maturity Model. In: Sixth Australasian Computing Education Conference (ACE2004), Dunedin. Conferences in Research and Practice in Information Technology, Vol. 30, 2004. See  HYPERLINK "http://crpit.com/confpapers/CRPITV30Marshall.pdf" http://crpit.com/confpapers/CRPITV30Marshall.pdf. Marshall, S. 2004. Determination of New Zealand Tertiary Institution E-Learning Capability: An Application of an E-Learning Maturity Model Literature Review. New Zealand. See  HYPERLINK "http://www.utdc.vuw.ac.nz/research/emm/documents/literature.pdf" http://www.utdc.vuw.ac.nz/research/emm/documents/literature.pdf. Marshall, S. 2005. Report on the e-Learning Maturity Model Evaluation of the New Zealand Tertiary Sector. Victoria University of Wellington, 31 March 2005. See  HYPERLINK "http://www.utdc.vuw.ac.nz/research/emm/documents/SectorReport.pdf" http://www.utdc.vuw.ac.nz/research/emm/documents/SectorReport.pdf. NLN. 2003. 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Rogers, E. 1995. Diffusion of Innovations. Fifth edition (paperback), Simon & Schuster, New York. ISBN 0-02-926671-8. SEEQUEL. 2004. SEEQUEL Core Quality Framework. SEEQUEL, October 2004. See  HYPERLINK "http://www.education-observatories.net/seequel/SEEQUEL_core_quality_Framework.pdf" http://www.education-observatories.net/seequel/SEEQUEL_core_quality_Framework.pdf. SHEFC. 2000. Consultation on SHEFC Quality Enhancement Strategy. Consultation Paper HEC/07/00 of 6 December 2000. See  HYPERLINK "http://www.shefc.ac.uk/library/06854fc203db2fbd000000f834fcf5dc/hec0700.html" http://www.shefc.ac.uk/library/06854fc203db2fbd000000f834fcf5dc/hec0700.html. SHEFC 2001. Performance indicators for Scottish universities published. Press Release PRHE/27/01 of 18 December 2001. See  HYPERLINK "http://www.shefc.ac.uk/library/11854fc203db2fbd000000ed8142625d/prhe2701.html" http://www.shefc.ac.uk/library/11854fc203db2fbd000000ed8142625d/prhe2701.html. Succi, C. and Cantoni, L. Quality benchmarking for eLearning in European Universities. New Media in Education Laboratory, University of Lugano, Switzerland. To appear in 2005. Author Biography Paul Bacsich, MA, PhD was born in Glasgow and studied at the Universities of Cambridge (UK), California (Los Angeles), and Bristol. He carried out post-doctoral research at Oxford. In 1972 he joined the Open University and ended up as Assistant Director of the Knowledge Media Institute (KMI). Under the EU DELTA programme, he directed the JANUS project, which set up an Internet in the Sky to deliver collaborative e-learning. In 1996 he joined Sheffield Hallam University as Professor of Telematics in the School of Computing and Management Sciences. He founded the Virtual Campus Programme and then the Telematics in Education Research Group (TERG) which carried out research in e-learning for UK government agencies (JISC, HEFCE, and DfES), companies and EU projects (including FP5 MOBILEARN). From 2003-04 he was Director of Special Projects at UK eUniversities Worldwide Limited (UKeU), working on competitor analysis of e-universities and helping to set up the FP6 TELCERT project. He is now editing and publishing selected material from the UKeU archives, a process which started with the e-University Compendium (September 2004). He is currently Visiting Professor of e-Learning in the School of Computing Science at Middlesex University where he is working with the Global Campus, including on a study of Intellectual Property issues in international e-learning. He is also Director of Matic Media Ltd, which numbers several government departments and international agencies as its clients. He is a Trustee of the UK Association for Learning Technology (ALT), a frequent speaker on the e-learning circuit outside the UK (most recently in Brazil, Finland, Germany, Malaysia, and Thailand) and on the Steering Committee of the Online Educa conference held in Berlin each December. His research interests cover next-generation learning environments, advanced research infrastructures (Grid), the development cycle for e-learning, critical success factors of virtual universities and benchmarking e-learning. For more see  HYPERLINK "http://www.cs.mdx.ac.uk/staff/profiles/p_bacsich.html" http://www.cs.mdx.ac.uk/staff/profiles/p_bacsich.html. Copyright copyright Paul Bacsich, 2005. 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