Acutely aware that there are still colleagues with little, or no, experience of supporting students online I thought I would start sharing some elementary resources.
Here's a share of a short (2'52") screencast video that walks through the five steps in Gilly Salmon's E-Moderating model. While it is not universally applicable and it may depend on the discipline, context and level of students, it's a useful guide to make sure new online facilitators are familiar (broadly) with the difference between technical support and facilitation. The emphasis is on 'socialising the student'. Many adult learners choose NOT to engage and good course design will not compel them to participate without just cause.