This paper offers a qualitative description of some of the barriers to effective learning and teaching encountered by students and staff working in an online environment. The paper explores the function of the eCoach in online education, namely their role as a mediator between the three key stakeholders: the students, tutors and various support staff (IT and administration). The paper will discuss why students, teaching and support staff benefit from having an eCoach to help overcome barriers and to facilitate an effective learning and teaching environment. It places this discussion within the conceptual framework of Symbolic Interactionism. This theoretical framework will be utilised in an attempt to understand how each of the key stakeholders shape the learning and teaching environment. The findings help to implement a framework that facilitates an effective online community that enhances the stakeholder experience.