2001 IT IUE User Survey Summary

prepared by

Center for Statistical and Mathematical Computing

METHODOLOGY

The IT User Survey is administered by the IU Center for Survey Research. Surveys were sent to 906 randomly selected people at Indiana University East (163 faculty, 143 staff, 600 students). The questions on the survey are primarily Likert opinion scales (1-5 rating scales with 5 always being the most favorable rating). For questions asking opinions of services, the results shown include in order: the average opinion score (labeled "Average"), the percentage of people who were satisfied with the service (graded it as a 3 or better, labeled "Satisfaction"), the percentage of people who use the service (which we have taken to be the percentage of people who expressed an opinion about it, labeled "Usage"), and the total number of respondents to each question (unweighted number of respondents, labeled "Responses").

Unless otherwise indicated, the results shown are weighted to estimate the average response of the entire IUE community. Some services, however, are used only by certain subpopulations, so results are shown for the appropriate subpopulations. Subpopulations are indicated by F for faculty, Staff for staff, S for students. In some cases, the scores are for groups of subpopulations, indicated for example by [F&S] for services used by Faculty and Students. Results are shown separately for multiple subpopulations where appropriate. For the average opinion and the satisfaction percentage scores, confidence intervals are also provided. The confidence intervals indicate the sampling error for each estimate at the 95% confidence level (i.e. each mean and satisfaction score falls within the range indicated by the estimated value, plus or minus the interval score).


COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by the Information Technology at Indiana University, East (IT at IUE) during the past year (e.g., student computing facilities, electronic mail, staff and faculty computing environment, campus network, multimedia services, instructional technology, campus website services)?

Average Satisfaction Usage Responses
3.99 .08 93.7 2.3% 85.9% 397

2.Overall, how important are IT systems and services to your work or study?

Average Satisfaction Usage Responses
4.27 .09 92.5 2.5% 86.5% 399

3. On a weekly basis, approximately how many hours do you use a computer?

15.551.24

hours

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.14 .08

5. Do you have a computer at your residence (desktop computer or a laptop that you use at home)?

Yes: 90.1%

5a. If you have a computer at your residence, what type of computer is it?

  Percentage checked Responses
Intel-compatible computer running Windows 95, 98/ME  67.8%  358
Intel-compatible computer running Windows NT or Windows 2000  20.6%  358
Apple Macintosh or compatible  5.6%  358
Unix workstation (including microcomputers running LINUX)  1.4%  358
Other:  7.8%  358

5b. If you access IUE computing systems from off campus, please indicate the service you use. Please circle all that apply.

  Percentage checked Responses
Limited IUE dialup access for faculty and staff  3.7%  358
Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, etc.)  49.9%  358
Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)  4.5%  358
Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.)  6.1%  358
Other (please specify):  8.8%  358

ELECTRONIC MAIL

6. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IUE and worldwide. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Pine 2.47 .13 55.8 5.5% 25.8% 297
WebMail 3.57 .13 82.2 4.3% 24.8% 295
Microsoft Outlook Express 3.96 .15 94.9 4.0% 74.4% 136[F&Staff]
Eudora 3.33 .11 85.4 4.0% 12.1% 293
Web browser (e.g. Netscape, Internet Explorer) 4.25 .08 99.2 1.1% 64.0% 316

7. Which e-mail system do you use most often (Please circle one)?

  Students Staff Faculty
Pine 6.3% 0.0% 2.9%
Webmail 8.3% 3.3% 4.3%
Microsoft Outlook Express 0.0% 70.0% 49.3%
Eudora 2.0% 17.8% 31.9%
Web browser 45.9% 2.2% 4.3%
Other: (please specify) 37.6% 6.7% 7.2%

8. If you use an external mail service (e.g. Hotmail, Yahoo mail, AOL, etc.), indicate the usage frequency (please circle one):

  Students Staff Faculty
Always 53.1% 10.3% 19.6%
Frequently 22.7% 28.2% 50.0%
Occasionally 24.2% 61.5% 30.4%

9. Overall, how satisfied are you with the e-mail systems available at IUE?

Average Satisfaction Usage Responses
3.71 .10 84.6 3.4% 62.1% 398

USER SUPPORT SERVICES

10. IT provides a wide range of assistance for computer users.  If you have received help from any of the following sources in the past year, please indicate your satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response

Instructional technologist services from the Teaching and Learning Center (TLC)

3.88 .10 86.8 3.2% 24.6% 386
Online consulting resources (IU Knowledge Base, IUE IT Web pages) 3.84 .09 85.8 3.4% 19.7% 376
IU communications and publications on paper 3.98 .08 95.2 2.1% 30.1% 382
IU news vehicles (Newsbit, IT.IU, UITS items in JagNews) 3.80 .08 95.2 2.1% 11.3% 375
Availability of information concerning computers and services 3.71 .10 87.0 3.3% 37.5% 378
Education Program Hands-on Computing Classes (STEPS & PROSTEPS) 4.16 .08 96.7 1.8% 16.4% 372
NETg online training 3.85 .09 94.7 2.2% 10.8% 372
Getting software via IUWare online 3.99 .09 95.9 2.0% 11.1% 375
IUWare CD-ROM 4.40 .08 99.4 .9% 18.2% 367

11. Overall, how satisfied are you with the IT user support services available at IUE?

Average Satisfaction Usage Responses
3.76 .09 88.9 3.0% 56.4% 398

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

12. IT maintains a number of computer facilities and services designated specifically for student use and instruction.  Please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Student Computer Labs hardware (computers, scanners, etc.) 4.02 .09 93.5 2.4% 74.0% 379
Student Computer Labs software 4.03 .08 95.5 2.1% 67.9% 377
Student Computer Labs consulting overall 3.63 .11 84.3 3.6% 63.8% 372
Knowledge and ability of Student Computing Labs consultants 3.70 .11 80.8 3.8% 57.9% 378
Courtesy and helpfulness of Student Computing Labs consultants 3.85 .11 85.7 3.4% 57.5% 377
Student Computer Labs overall 3.99 .09 93.5 2.4% 73.8% 377
Oncourse (Internet-based distributed learning environment) 3.96 .13 87.1 3.7% 50.8% 301[F&S]

13. Overall, how satisfied are you with IT instructional and student computing services available at IUE?

Average Satisfaction Usage Responses
3.87 .09 91.4 2.7% 72.2% 383

CLASSROOM TECHNOLOGY SERVICES

14. IT provides a number of services designed to facilitate the use of information technologies in the classroom.  If you use these facilities and services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Instructional technology resources staff (from A/V services to TLC staff) 3.54 .26 80.4 10.0% 80.0% 70[F]
Instructional technology resources classroom equipment 3.30 .26 73.6 11.0% 75.7% 70[F]
Advanced Technology Classrooms 3.54 .30 71.4 11.4% 41.2% 68[F]

15.. IT provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). If you use this technology, and support services, please indicate your overall satisfaction by circling the appropriate response.

Average Satisfaction Usage Responses
3.58 .30 76.9 10.5% 37.1% 70[F]

16. Classroom facilities vary from building to building and room to room.  Overall, how satisfied are you with your classroom facilities (e.g., in terms of lighting, acoustics, projector screens, and aesthetics)?

Average Satisfaction Usage Responses
3.54 .25 84.5 9.0% 98.6% 72[F]

17.Overall, how satisfied are you with instructional technology support in classrooms over the past year (e.g., delivery of equipment, equipment ordering procedures, support staff, selection of equipment)? 

Average Satisfaction Usage Responses
3.48 .27 78.3 10.1% 83.3% 72[F]

UNIVERSITY INFORMATION SERVICES

18. Through the University Information Services Division, IT helps a number of information systems to support administrative services on campus.  If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Library online catalog (INDYCAT/IUCAT) 4.07 .08 96.0 2.0% 64.4% 385
Financial Information System (FIS) 3.87 .14 89.5 4.9% 29.4% 161[F&Staff]
The Online Purchasing System (MIDDLES) 3.90 .16 81.0 6.2% 19.6% 159[F&Staff]
Web-based Purchasing 4.29 .14 95.2 3.7% 14.8% 151[F&Staff]
Information Access Services: 
IU Information Environment 3.80 .15 93.9 4.0% 32.6% 155[F&Staff]
Financial Data Retrieval System (FDRS) 4.00 .11 94.2 3.9% 20.7% 156[F&Staff]
Information Center (FOCUS) 3.33 .19 74.3 7.1% 20.1% 151[F&Staff]
SafeWord cards 3.40 .20 74.9 6.9% 57.0% 158[F&Staff]
Insite (insite.indiana.edu, course listings, Bursar information, student advising, etc.) 4.34 .08 96.5 1.8% 78.1% 383

19.Overall, how satisfied are you with student support systems made available by University Information Services at IU East (e.g., INDYCAT/IUCAT, INSITE, etc.)?

Average Satisfaction Usage Responses
4.09 .11 94.2 3.1% 73.3% 236[S]

20. Overall, how satisfied are you with the administrative support systems available at IUE?

Average Satisfaction Usage Responses
3.55 .16 86.4 5.5% 74.0% 161[F&Staff]

NETWORK-BASED INFORMATION SERVICES

21. IT supports access to and use of various network-based information services and tools.  If you use such services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Publishing on the IUE Web server (www.iue.indiana.edu) 4.13 .08 94.6 2.3% 30.4% 369
Browsing on the IUE Web server (www.iue.indiana.edu) 4.12 .08 94.9 2.2% 65.8% 378
Personal Web home pages on the IUE Web server (www.iue.indiana.edu/search.html) 4.13 .09 93.7 2.4% 33.8% 371
IUE Search (www.iue.indiana.edu/search.html) 4.00 .10 88.8 3.1% 46.2% 376
IUE Events Calendar 3.98 .10 89.1 3.0% 38.2% 377

22. Overall, how satisfied are you with network-based information services and tools?

Average Satisfaction Usage Responses
3.94 .08 94.2 2.3% 64.4% 378

DATA NETWORK SERVICES

23. IT provides campus networking, limited dial-in access for faculty and staff, and repair services.  If you use such services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Limited dial-in access 3.18 .20 79.4 7.0% 25.1% 137[F&Staff]
Reliability of office, laboratory, or classroom direct network connection 3.48 .17 90.1 5.2% 44.3% 140[F&Staff]
Speed of office, laboratory, or classroom direct network connection 3.64 .16 91.4 4.9% 47.9% 140[F&Staff]
Data jack activations 3.99 .08 97.2 1.7% 5.2% 362
Data jack repair services 3.91.08 97.2 1.7% 5.2% 361
Internet and World Wide Web access 4.32 .07 97.4 1.6% 34.6% 364

24. Overall, how satisfied are you with the IT data network services available at IUE?

Average Satisfaction Usage Responses
4.00 .08 95.6 2.1% 35.1% 367

TELECOMMUNICATION SERVICES

25. IT provides a wide range of telephone services to the IUE campus.  If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Campus Switchboard 4.12 .10 93.1 2.5% 54.0% 379
Telephone repair service 3.64 .10 83.2 3.6% 12.8% 375
Campus office/housing telephone service 3.89 .11 85.5 3.5% 16.8% 370
Telephone equipment (telephone sets) 3.55 .11 84.5 3.6% 22.2% 371
Printed telephone directories 3.54 .19 80.1 6.5% 79.9% 154[F&Staff]
Installation of campus office data jacks and telephones 3.75 .16 84.6 5.9% 54.6% 153[F&Staff]
Campus office long-distance service 3.88 .16 89.0 5.1% 79.1% 154[F&Staff]
Campus office voice mail (274-6245) 3.91 .16 90.9 4.8% 76.1% 153[F&Staff]
Cellular telephone services 3.48 .14 87.9 5.5% 5.3% 147[F&Staff]
Pager services 3.54 .17 77.6 6.9% 6.1% 146[F&Staff]
Monthly invoice format 3.95 .12 96.7 3.2% 19.0% 148[F&Staff]
Campus office telephone service consulting 3.50 .19 82.4 6.3% 33.8% 149[F&Staff]
Teleconference service provided by Campus Switchboard 4.09 .15 92.8 4.4% 20.4% 146[F&Staff]

26. Overall, how satisfied are you with the telecommunications services offered by IT during the past year (e.g., long-distance calling service, telephone service, telephone features, voice mail, Campus Switchboard, and telephone equipment)?

Average Satisfaction Usage Responses
3.92 .09 94.6 2.2% 44.0% 382

GENERAL ASSESSMENT

27.How helpful has the information technology environment at IUE been in your teaching activities?

Average Satisfaction Usage Responses
3.19 .24 72.6 10.8% 84.9% 73[F]

28. How helpful has the information technology environment at IUE been in your research activities?

Average Satisfaction Usage Responses
4.00 .11 91.1 3.2% 75.2% 304[F&S]

29. How helpful has the information technology environment at IUE been in your learning experience ?

Average Satisfaction Usage Responses
3.81 .14 87.6 4.3% 83.2% 232[S]

30. Please state your level of agreement with the following statement:  The information technology environment was an important factor in my decision to attend IUE.

Average Satisfaction Usage Responses
2.22 .15 41.9 6.4% 100% 227[S]

31. Overall, how satisfied are you with the IT services (including computing, computer networking, and telecommunications) offered by the IT department at IUE during the past year?

Average Satisfaction Usage Responses
3.74 .08 92.0 2.6% 81.6% 391

NON-IT SERVICES

32. Departments other than IT offer computing services that are important to the functioning of the IUE computing environment.  If you use such facilities and services, please indicate your satisfaction by circling the appropriate response. 

  Average Satisfaction Usage Response
Computing support offered by personnel in your own department 3.78 .16 90.6 4.8% 55.1% 156[F&Staff]
Teaching and Learning Center (TLC) 4.19 .22 90.5 7.7% 61.8% 68[F]

IMPROVEMENTS AND SUGGESTIONS

33. Are there additional comments you would like to make about IT services at IUE?

Additional Comments 

Students

Staff

Faculty

Yes Response 71 49 38
Percentage  29.8%  52.1%  51.4%

No

Response 167 45 36
Percentage  70.2%  47.9%  48.6%

34. If you need an IT staff member to contact you to discuss any aspect of IT services at IUE, please provide the information requested below.  This information will be passed on to the IT office, but your survey responses will remain confidential.

    Students Staff Faculty
Name Filled in Response 26 7 7
Percentage 10.9% 7.4% 9.5% 
Not Filled in Response 212 87 67
Percentage  89.1% 92.6%  90.5% 
E-mail Provided Response 15 3 5
Percentage 6.3 % 3.2% 6.8% 
Not Answered Response 223 91 69
Percentage  93.7% 96.8% 93.2%
Phone Provided Response 19 2 6
Percentage  8.0% 2.1% 8.1%
Not Answered Response 219 92 68
Percentage 92.0% 97.9% 91.9%
Question/problem related to Responded Response 6 3 4
Percentage  2.5% 3.2% 5.4%
Not Responded Response 232 91 70
Percentage  97.5% 96.8% 94.6%