**4. Research methods**

A qualitative case study design was used for this exploratory research. The case and participants were chosen using Patton's (1990) intensive form of purposeful sampling, in which information-rich cases that demonstrate the phenomenon of interest intensively are selected. The case was Southwestern ESO, an educational support organization serving lowincome students enrolled in online postsecondary study at a local four-year college and a local two-year college. Four program staff members were interviewed to capture the environmental conditions that characterized their students' online experience. Seven students were interviewed to capture their pre-enrollment experience, in-course experience, and personal impact of online study. Two of the students also served on the staff. Their interviews consisted of questions related to both of their roles. All interviews were of 60-90 minutes in duration. The interviews were recorded and transcribed. Pseudonyms were created for the program name, the staff participants and the student participants. The transcripts were analyzed using Merriam's (1997) process of coding and categorization with the qualitative software analysis program, NVivo. For triangulation, program documents, including program brochures and client/student orientation packets, were also collected and analyzed.
