Fostering Connection in Higher Ed: A Call to Action
I have a confession to make: I'm a bit of a graduation snob. I recently attended my nephew's college graduation, and it was, to say the least, anticlimactic. The graduates were lined up tightly, quickly walking across the stage with barely a few feet between them. The announcer read off each name briskly, and when it was my nephew's turn, they mispronounced his name. While I was incredibly proud of him and happy for his classmates, I felt a pang of disappointment. Such a momentous occasion in his life could have been so much more, which made me deeply appreciate the commencements we hold at Western Governors University (WGU).
About ten years ago, I was asked to read names at WGU's commencement. Since then, I’ve participated in over 75 ceremonies and read thousands of graduate names. WGU commencements are extraordinary—and perhaps unexpected—experiences, especially for an online university. Our commencement weekends are designed to truly celebrate each graduate and their family. Each graduate has their moment in the spotlight, and we go to great lengths to pronounce each name correctly. Many of our graduates tell us it’s the first time their name has ever been pronounced accurately in a formal setting.
Making this happen takes a lot of planning and effort. When graduates register for commencement, they're invited to provide pronunciation cues, a common practice. However, WGU’s approach goes further. Name readers carefully review each registration, highlighting names that might need extra attention. The commencement team, or the name readers themselves, then reach out to clarify any details. On the day of commencement, all three name readers greet graduates as they arrive, verifying pronunciation cues and often practicing with them to ensure accuracy.
The reactions we see from graduates are incredibly moving. Many tell us it's the first time anyone has paid such close attention to how their name is spoken, and they remark that this personal care reflects the one-on-one attention they experienced throughout their WGU journey.
Each commencement at WGU underscores a powerful principle of belonging. Whether in person or online, these moments communicate respect and inclusivity, celebrating every graduate's unique identity. This ceremony epitomizes a wider culture at WGU, where connection is crafted with intention, and belonging is built through personalized, meaningful actions.
The Impact of Connection and Belonging on Student Success
A strong sense of belonging is essential for student success, particularly in online education. The Center for Advancing Teaching and Learning Through Research at Northeastern University explains that when students feel genuinely connected to their institution, they experience improved resilience, motivation, and academic outcomes. For example, studies confirm that a strong sense of connection in online settings fosters student engagement, confidence, and persistence, enhancing both academic success and career readiness. This approach to building belonging emphasizes not only community support but also active student-faculty and peer-to-peer interactions, which are crucial for students’ persistence and satisfaction in online programs. WGU’s "Belonging in Online Environments" study supports this, illustrating that students with strong institutional bonds are more resilient, satisfied, and likely to succeed.
WGU’s student satisfaction rates—95% of graduates have recommended WGU to a friend according to a 2023 Harris Poll of Graduates, and 100% of employers reported that WGU graduates were prepared for their job (2023 Harris Poll of Employers)—demonstrate the practical outcomes of fostering belonging. Data from WGU Labs | Rising Talent Report underscores this, showing that students in supportive environments develop self-efficacy and resilience, equipping them for success in both academic and professional settings. When students feel their institution cares about them, it not only enhances their educational experience but also amplifies their lifelong sense of empowerment.
Strategies to Foster Connection and Belonging at WGU
WGU’s innovative approaches create moments of connection that transcend the virtual divide, building a strong sense of belonging. By shifting from transactional interactions to intentional, connection-oriented ones, WGU nurtures meaningful engagement at each step of the student journey. Here are just a few examples:
Personalized Instruction and Feedback: WGU emphasizes personalized instruction and feedback to create meaningful connections and support student success. Every student has a faculty course instructor ensuring their progress. Course instructors (not teaching assistants) use a variety of tools (1-to-1 sessions, one-to-many formats, both asynchronous and synchronous, across multiple devices and formats), allowing students to engage in ways that fit their schedules and learning preferences. Evaluation faculty further this personalized approach by providing detailed, item-by-item feedback and recognizing student achievements with Excellence Awards, a practice shown to increase motivation and foster a sense of accomplishment. This flexibility not only supports student success but also enhances faculty engagement and promotes equity by enabling all students to learn in ways best suited to their needs.
Personalized Mentorship: Each student is paired with a program mentor who endeavors to provide dedicated, individualized support. Program mentors act as steady points of connection, guiding students through challenges, celebrating their progress, and making connections to the student’s career goals. In a way that mirrors the concept of "transformative learning“ from educational research, these mentor relationships aim to go beyond academic guidance, offering genuine empathy and connection during critical moments. This approach reinforces each student’s sense of worth and belonging, essential in an online learning environment.
Learner Care Dashboard: Data-informed support identifies students who may need additional help, ensuring faculty can intervene proactively during vulnerable moments. When a student faces challenges, faculty can offer support promptly, with the dashboard contributing to a 20% increase in course completion rates for students who receive timely intervention. This process exemplifies how technology can be harnessed not merely as a tool for efficiency, but as a mechanism for creating personalized, responsive care that strengthens a student’s sense of inclusion and value.
Creating a Safe Place to Learn: In an online setting, students may miss out on the spontaneous interactions that often foster open communication and shared vulnerability on physical campuses. To bridge this gap, WGU prioritizes psychological safety for all, creating an environment where students feel empowered to take intellectual risks without fear of judgment. Inspired by the principles from Unreasonable Hospitality, where every interaction is an opportunity to show deep care and respect, WGU emphasizes moments of genuine connection between faculty and students. Mentors and course instructors encourage curiosity, establish spaces for open questions, and nurture a learning atmosphere where students feel secure, valued, and seen. This focus on psychological safety is essential for fostering belonging, allowing students to fully engage in their learning experience.
Peer and Alumni Engagement: To counteract the potential isolation of predominantly online learning, WGU has developed Student Communities and programs that connect students with peers and alumni through virtual clubs, cohort interactions, and peer-to-peer coaching. Research from the field of education indicates that these shared experiences build solidarity, resilience, and community. Each interaction becomes a moment of connection that reinforces students’ sense of belonging, helping them to feel part of a wider community that values and supports them.
Personalized Learning Pathways: WGU’s competency-based model accommodates each student’s unique pace and life circumstances, allowing them to balance their studies with other responsibilities. This personalized approach not only demonstrates respect for students’ individual journeys but also supports their sense of inclusion. It signals that their institution values them as individuals, not just learners, and recognizes their broader life commitments at any given moment.
A Call to Action for Higher Education
WGU’s approach to cultivating belonging in an online environment offers valuable insights for institutions everywhere. In an era where accessibility and flexibility are paramount, fostering true belonging can be a differentiator, contributing to both student success and institutional impact. Universities should embrace strategies that prioritize mentorship, create psychological safety, and foster a sense of community, turning online education into a mission of shared value where each student is recognized and empowered in the moment.
Through personalized interactions, responsive support systems, and a commitment to psychological safety, higher education institutions can create environments that offer not just education, but transformation. In doing so, they foster connections that equip students with the confidence, resilience, and belonging needed to thrive beyond the classroom, ensuring that education becomes a lifelong source of empowerment and connection.
One by One: Individualized Education Where Someone Knows Your Name
As each WGU graduate’s name is called and pronounced with care at commencement, it symbolizes not just a milestone, but the culmination of a journey shaped by connection, support, and intentional belonging. This personal recognition, made possible through the university's commitment to each individual student, echoes the spirit of WGU—a place where there is a celebration of the inherent worth and talent of every individual.
At WGU we push for a world where every student is known by name. We invite all universities to provide individualized experiences that honor each unique student as we continue to innovate, revolutionize, and personalize education at scale.
