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Capacity Building of Administrative Staff in Online Learning: Enhancing Support Systems in Higher Education Contexts
Abstract
The rapid growth of online learning models in higher education has necessitated the strengthening of administrative support systems across essential functional departments such as examinations, admissions, marketing, finance, and student support among others. However, administrative staff members face evident challenges in managing virtual engagements, adopting digital platforms, and leveraging data due to significant gaps in digital competencies. This paper addresses the urgent need for capacity building to equip these staff with the necessary technological and related skills to operate effectively in digital learning environments. The analysis in this paper employed secondary desktop research as its primary data collection method, drawing on peer-reviewed journals, policy documents, university strategic plans, capacity-building reports, and digital transformation case studies published between 2018 and 2024. A thematic and content analysis approach was used to identify patterns, assess terminology use, and extract actionable insights. Data were predominantly qualitative, enriched by quantitative indicators where available. Guided by four theoretical frameworks—Human Capital Theory, Skills Mismatch Theory, the Competency-Based Education (CBE) Framework, and Organizational Development Theory—the study examines targeted strategies such as digital literacy training, professional development programmes, mentorship, and policy reforms. Emphasis is placed on continuous learning and adaptive training models as vital mechanisms for enhancing institutional performance, increasing student satisfaction, and fostering inclusive and responsive administrative service delivery. The paper concludes that a comprehensive, theory-driven capacity-building framework is essential for sustaining operational excellence and quality in digital HE systems.
PCF11 Sub-Theme: Skills Development Through Lifelong Open Education
Paper ID: 0488
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2025-09
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Commonwealth of Learning (COL)