How to reduce student anxiety about online proctoring

The COVID-19 outbreak has necessitated a very sudden change in the way assessments of all types are carried out, with many tests now conducted online. When it comes to exams where results have significant consequences for students, as well as universities, this introduces a challenge. How to deliver exams remotely, while maintaining the validity of qualifications and minimising the impact on students?

The good news is that the technology is out there to deliver secure online exams that protect an institution’s intellectual property, while maintaining a level playing field and delivering a positive experience for all students.

Why proctoring?

Whether it’s in-person or online, a proctor (or invigilator) is there to ensure that a test-taker is who they say they are and to prevent, identify and report malpractice. Research shows that in online tests, just like in the classroom, instances of malpractice increase substantially if a test is not proctored.

Remote proctoring can take place on most devices with an internet connection, microphone and camera. So a student’s identity can be verified via webcam in much the same way as in a physical test centre. And with the use of artificial intelligence (AI) and facial recognition software, the process can be conducted far more accurately and efficiently online.

Similarly, an online proctor will observe a test taker’s environment, in some instances assisted by AI, via their webcam – much as an onsite proctor would an exam hall. This might be to check for the use of unauthorised devices, collusion with another person or other suspicious objects or actions that may suggest malpractice during the test.

Online options

Record-and-review proctoring is fast to implement – often in as little as 24 hours – so it’s a good option when exams need to be set up online, in a hurry. This minimises disruption for students, who are able to take their planned exams at home:

• Student downloads a secure browser (more on this later) and goes through online ID authentication.

• The exam is released and the entire session recorded via webcam.

• Remote proctor reviews recording after the exam to flag and report any concerns.

Alternatively, live online proctoring is the most secure method of online test delivery when students are unable to leave their home. This includes:

• Online check-in administrator meets, greets and authenticates student’s ID.

• Exam is released and delivered through the secure browser.

• Online proctor takes over, using the webcam to spot suspicious activity in real time, give the test taker a warning or pause the test to investigate further.

Student concerns

Both record-and-review and live proctoring present an unexpected change for students at what is already a stressful time, so any concerns are understandable and need to be addressed. The most effective way to do this is to provide clear information based on best practice.

Personal privacy

Students might be worried about perceived intrusiveness, the anonymous nature of online proctors and the fact that the assessment is taking place in their personal space. It’s important to reassure students that the aim isn’t to catch people out, but to replicate as closely as possible the experience and security achieved in a physical exam centre as well as to explain what is, and isn’t, happening during an online proctored exam.

Full remote access – where a proctor can check what programmes are running, shut these down and even change a student’s wallpaper – shouldn’t be necessary. A secure lockdown browser provides a minimally intrusive and fair testing environment where students are prevented from copying, pasting, using instant messaging or other applications, and accessing other websites. Importantly for students, it’s downloadable in seconds and easy to delete from their computer when an exam is complete.

Data privacy

In an era where data is currency, every organisation should have appropriate arrangements in place to keep personal information safe and secure. Again, with full remote access there is in theory potential for a proctor to retrieve sensitive information. While this is rare, with a secure lockdown browser it just isn’t possible.

The check-in process should require only the data necessary to confirm a student’s identity before allowing them to access the test delivery environment. When done in this way, personal data is not shared and privacy is rigorously maintained.

Who decides?

Another area of concern for students might be around decision making. Will an online proctor or even AI have the power to make a decision that will affect their future? The answer should always be no. Proctors and the technology used to assist them should only be there to flag suspicious behaviours to the testing organisation, who should ultimately decide on the outcome.

With online proctoring, the process should be transparent and record sufficient evidence to support the decision in the event of any student appeal. But equally, students will require reassurance that information, such as test recordings, will be deleted after they are no longer necessary.

Accessibility

There is a long list of benefits to online proctoring that suits how we live, learn and work today. Availability, convenience, flexibility, lack of travel, reduced cost, accessibility and the ability to make adaptations are all positive examples.

However, there are still challenges due to the need for a private space where students will be uninterrupted – a challenge for anyone with childcare responsibilities – and a suitable device and internet connection.

While these challenges do exist, no solution comes without its own issues. Technology is being developed to address these objections and, in the meantime, open and honest communication with students will help to minimise the impact.

Good communication

Poor communication leads to project failure one-third of the time and is no less important when it comes to the introduction of online proctoring. Education providers and online proctoring vendors bear a responsibility to explain online proctoring clearly to students, while providing reassurance around specific concerns, whether it’s personal privacy, data security or new technology.

Access to comprehensive information online and a support contact for questions or concerns, along with the opportunity to take practice exams in the new testing environment, will go a long way towards minimising anxiety.

A positive student experience

Any change or new technology can cause concern when it is being used for the first time. However, when online proctoring is implemented to the high standards outlined above, research has shown virtually no difference between how candidates rate the experience of onsite or online proctoring, and no difference at all in test results.

Technology is the key to ensuring the security of online exams and can also help to protect students and reduce their anxiety. When these tools are combined with effective communication, it is possible to maintain the integrity of academic qualifications while ensuring a positive student experience.

Douglas M Winneg is Executive Vice President, Corporate Strategy and Business Development at PSI Services. For more information and advice download the PSI Education e-book Tell me more about…Online proctoring.