2001 IT IUK 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 893 randomly selected people at Indiana University Kokomo (156 faculty, 137 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 IUK 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 Information Technology at Indiana University Kokomo (IT at IUK) during the past year (e.g., computing resources, electronic mail, local area network, telephone consulting at 455-9315, World Wide Web, IUIS)?

Average Satisfaction Usage Responses
3.70 .08 88.4 3.0% 89.8% 411

2.Overall, how important are IT computing services at IUK to your work or study?

Average Satisfaction Usage Responses
3.88 .10 86.0 3.2% 94.0% 413

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

15.10 1.27

hours

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.10 .08

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

Yes: 91.4%

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

  Percentage checked Responses
Intel-compatible computer running Windows 95 or 98/ME 72.9% 375
Intel-compatible computer running Windows NT or Windows 2000 20.4% 375
Apple Macintosh or compatible 2.1% 375
Unix workstation (including microcomputers running LINUX) 1.2% 375
Other: 5.4% 375

ELECTRONIC MAIL

6. IT at IUK provides an electronic mail system to send messages (e-mail) to others at IUK and worldwide. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Microsoft Exchange/Outlook 3.60 .10 83.3 3.6% 47.7% 393
Outlook Web Access 3.60 .11 84.8 3.7% 41.6% 353

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

  Students Staff Faculty
Microsoft Exchange/Outlook 46.2% 91.7% 85.1%
Outlook Web Access 9.8% 8.3% 11.9%
Other (please specify 44.0% 0.0% 3.0%

8. If you use an external e-mail service (e.g., Hotmail, Yahoo! Mail, AOL, etc.), indicate your usage frequency by circling the appropriate response.

  Students Staff Faculty
Always 40.8% 7.5% 14.3%
Frequently 30.3% 32.1% 33.3%
Occasionally 28.9% 60.4% 52.4%

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

Average Satisfaction Usage Responses
3.37 .11 76.8 3.9% 60.9% 410

USER SUPPORT SERVICES

10. IT at IUK 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
Telephone consulting through the Help Desk (455-9315) 3.78 .11 81.2 3.7% 26.0% 406
Walk-in consulting at the Help Desk (KO-057) 3.95 .10 88.0 3.1% 50.9% 408
Online consulting resources (IU's Knowledge Base, IU's Computing Help Online) 3.58 .11 81.1 3.7% 18.9% 403
Replacement of obsolete computers through the Desktop Replacement Fund 3.59 .10 85.6 3.3% 15.5% 405
IUWare CD-ROM 4.17 .09 93.2 2.4% 24.3% 400
Getting software via IUWare Online 3.36 .11 76.3 4.0% 10.0% 397
Computer Services technical support staff 3.80 .10 85.6 3.3% 52.8% 403
Knowledge and ability of Computer Services technical support staff 3.85 .09 88.4 3.0% 56.3% 409
Courtesy and helpfulness of Computer Services technical support staff 3.92 .10 89.9 2.8% 63.1% 412

10a. Over the past year, approximately how many times have you contacted the IT Help Desk?

 

Frequency

Percentage

Cumulative Percentage

Never 127 31.0 31.0
1-10 Times 216 52.7 83.7
11-20 Times 35 8.5 92.2
21-30 Times 15 3.7 95.9
31-50 Times 11 2.7 98.6
51 or more Times 3 .7 99.3
Do not know 3 .7 100.0
Total 410 100.0

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

Average Satisfaction Usage Responses
3.71 .09 88.2 3.0% 51.0% 412

STUDENT COMPUTING SERVICES

12. IT at IUK maintains a number of computer facilities and services designated specifically for student use and instruction. These include the computer lab in KO-048 and the computer classrooms in KO-054, KO-080, and KO-082, all funded by the Student Technology Fee. If you have used such facilities and services during the past year, either as a faculty member or student, please indicate your level of satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Computer lab or computer classroom hardware (computer, scanners, etc.) 3.90 .09 93.2 2.7% 75.6% 323[F&S]
Computer lab or computer classroom software 3.92 .09 94.6 2.5% 73.9% 322[F&S]
Computer lab or computer classroom consulting overall 3.73 .10 89.6 3.3% 69.3% 321[F&S]
Knowledge and ability of computer lab or computer classroom consultants 3.68 .10 87.3 3.6% 71.0% 322[F&S]
Courtesy and helpfulness of computer lab or computer classroom consultants 3.78 .11 86.4 3.7% 72.6% 322[F&S]
Computer lab or computer classroom overall 3.79 .10 91.8 3.0% 78.0% 323[F&S]
Oncourse (Internet-based distributed learning environment) 3.78 .12 86.0 3.7% 58.5% 321[F&S]

13. Overall, how satisfied are you with the IT student computing services available at IUK?

Average Satisfaction Usage Responses
3.73 .09 91.8 3.0% 78.3% 323[F&S]

CLASSROOM TECHNOLOGY SERVICES

14. IT at IUK provides a number of services designed to facilitate the use of instructional technologies in the classroom. For the following questions, please focus on the Instructional Technology Department, which includes Julie Meyers, Chris Rivers, Steve Holaday, and the AudioVisual Center.  If you use these services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Instructional Technology staff 3.96 .24 88.9 8.2% 67.2% 67[F]
Instructional Technology classroom equipment 3.60 .26 83.3 9.6% 71.6% 67[F]
Advanced Technology Classrooms 3.89 .25 85.7 9.2% 53.0% 66[F]

15a. IT at IUK provides support for six technology classrooms. These include KO-100, KO-211, KO-276, KO-281, KO-287, and KO-289. If you have taught in one of these technology classrooms, and used support services for those rooms, please indicate your level of satisfaction by circling the appropriate response.Your experience over the past year with the equipment in technology classrooms

Average Satisfaction Usage Responses
3.90 .22 92.5 7.3% 63.5% 63[F]

15b. IT at IUK provides support for six technology classrooms. These include KO-100, KO-211, KO-276, KO-281, KO-287, and KO-289. If you have taught in one of these technology classrooms, and used support services for those rooms, please indicate your level of satisfaction by circling the appropriate response.Your experience over the past year with IT support services for the technology classrooms

Average Satisfaction Usage Responses
3.41 .29 76.5 11.1% 53.1% 64[F]

15c. Over the past year, how many times have you taught in one of the technology classrooms?

  Frequency   Percentage Cumulative Percentage
Never 25 37.3 37.3
1-5 Times 16 23.9 61.2
6-10 Times 5 7.5 68.7
11-25 Times 5 7.5 76.1
26-50 Times 6 9.0 85.1
51-95 Times 5 7.5 92.5
96 or more Times 3 4.5 97.0
Do not know 2 3.0 100.0
Total 67[F] 100.0

16a. IT at IUK provides technology support for distributed education via the Virtual Indiana Classrooms (VIC). These include KO-111, KO-177, and KO-214. If you use this technology, and support services, please indicate your overall satisfaction by circling the appropriate response.Your experience over the past year with the VIC technology

Average Satisfaction Usage Responses
3.25 .27 75.0 11.7% 19.7% 61[F]

16b. IT at IUK provides technology support for distributed education via the Virtual Indiana Classrooms (VIC). These include KO-111, KO-177, and KO-214. If you use this technology, and support services, please indicate your overall satisfaction by circling the appropriate response.Your experience over the past year with the support services for VIC

Average Satisfaction Usage Responses
3.58 .30 83.3 10.2% 19.7% 61[F]

16c. Over the past year, how many times have you taught in one of the VIC classrooms?

  Frequency Percentage Cumulative Percentage
Never 50 82.0 82.0
1 Time 6 9.8 91.8
2-5 Times 2 3.3 95.1
6-12 Times 2 3.3 98.4
Do not know 1 1.6 100.0
Total 61[F] 100.0

17a. Classroom facilities vary from building to building and room to room at IUK. Overall, how satisfied are you with classroom facilities on campus (e.g., in terms of lighting, acoustics, projector screens, and aesthetics)?

Average Satisfaction Usage Responses
3.29 .23 79.4 10.4% 94.0% 67[F]

17b. Classroom facilities vary from building to building and room to room at IUK.Overall, how satisfied are you with instructional technology support in classrooms over the past year (e.g., delivery of equipment, permanent classroom equipment, equipment ordering procedures, support staff, selection of equipment)?

Average Satisfaction Usage Responses
3.59 .24 81.0 10.0% 85.3% 68[F]

UNIVERSITY INFORMATION SERVICES

18. IT at IUK 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) 3.81 .09 88.0 3.1% 76.5% 404
Financial Information System (FIS) 3.76 .15 91.5 4.8% 46.8% 146[F&Staff]
The Online Purchasing System (TOPS) 3.88 .15 92.0 4.6% 41.7% 146[F&Staff]
Web-based purchasing 3.66 .16 82.7 6.5% 16.1% 141[F&Staff]
Information Access Services:  IU Information Environment 3.79 .16 91.2 4.9% 32.4% 142[F&Staff]
Information Access Services:  Financial Data Retrieval System (FDRS) 3.88 .12 97.5 2.9% 26.8% 142[F&Staff]
Information Access Services:  Information Center (FOCUS) 3.65 .23 82.7 6.5% 7.7% 141[F&Staff]
SafeWord cards 3.56 .16 86.1 5.9% 59.2% 144[F&Staff]
INSITE (Web-based course listings, bursar  information, student advising, etc.) 4.27 .08 94.9 2.1% 83.1% 403
Online student advising (IUCARE) 3.74 .10 87.5 3.2% 28.3% 397

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

Average Satisfaction Usage Responses
4.03 .10 94.6 2.8% 86.7% 256[S]

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

Average Satisfaction Usage Responses
3.48 .17 82.6 6.2% 74.7% 153[F&Staff]

NETWORK-BASED INFORMATION SERVICES

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

  Average Satisfaction Usage Response
Publishing on the IUK Web server (www.iuk.edu) 3.87 .08 95.3 2.0% 34.1% 405
Browsing on the IUK Web server (www.iuk.edu) 3.96 .07 98.2 1.3% 68.3% 408
NETg online training 3.61 .10 81.0 3.7% 8.5% 399
IUK Campus Calendar 3.80 .08 93.7 2.3% 33.4% 405
IU Search (www.indiana.edu/resources/search.html) 4.03 .08 97.0 1.7% 40.2% 406

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

Average Satisfaction Usage Responses
3.86 .07 96.5 1.8% 68.2% 411

DATA NETWORK SERVICES

23. IT at IUK provides campus networking, data jack activation, and network repair services. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 3.95 .15 91.9 4.7% 60.4% 143[F&Staff]
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 3.94 .15 92.2 4.6% 61.8% 143[F&Staff]
Data jack activations 3.55 .09 84.9 3.4% 5.5% 400
Data jack repair services 3.24 .09 75.4 4.1% 4.9% 400
Internet and World Wide Web access 4.24 .07 98.4 1.3% 51.2% 405

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

Average Satisfaction Usage Responses
3.94 .08 95.7 2.0% 45.0% 404

TELEPHONE SERVICES

25. The Telephone Services Department provides a wide range of telephone services at IUK. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Campus Switchboard 4.23 .08 93.8 2.3% 68.3% 413
Telephone repair service 3.75 .09 84.2 3.4% 7.9% 408
Campus office telephone service 3.88 .09 89.4 2.9% 32.7% 411
Telephone equipment 3.82 .09 90.0 2.8% 35.8% 412
Printed telephone 3.98 .14 91.3 4.7% 89.9% 153[F&Staff]
On-line telephone directory 3.90 .16 92.6 4.5% 35.7% 148[F&Staff]
Installation of campus office voice jacks and telephones 3.88 .15 94.4 3.9% 46.8% 149[F&Staff]
Campus office long distance service 4.04 .13 97.5 2.8% 81.0% 151[F&Staff]
Campus office voice mail service 3.90 .16 90.6 4.9% 82.5% 152[F&Staff]

26. Overall, how satisfied are you with the services offered by The Telephone Services Department at IUK 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
3.91 .08 93.0 2.4% 54.4% 414

GENERAL ASSESSMENT

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

Average Satisfaction Usage Responses
3.36 .28 75.4 10.9% 89.7% 68[F]

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

Average Satisfaction Usage Responses
3.83 .10 90.5 3.2% 84.8% 327[F&S]

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

Average Satisfaction Usage Responses
3.62 .12 85.3 4.3% 88.8% 260[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 IUK.

Average Satisfaction Usage Responses
2.05 .13 30.4 5.6% 100% 257[S]

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

Average Satisfaction Usage Responses
3.56 .08 88.6 3.0% 86.3% 411

NON-IT SERVICES

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

  Average Satisfaction Usage Response
Training provided by Center for Teaching Excellence 3.54 .28 78.4 10.6% 55.2% 67[F]
Scheduling of computer classrooms provided by Academic Affairs 3.63 .28 77.5 10.8% 60.6% 66[F]
Scheduling of technology classrooms provided by Academic Affairs 3.76 .24 83.8 9.5% 55.2% 67[F]
Printing services provided by IUK's Mail Room 3.52 .10 81.0 3.6% 38.1% 412

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

Additional Comments 

Students

Staff

Faculty

Yes Response 102 34 42
Percentage 39.2% 39.1% 60.9%

No

Response 158 53 27
Percentage 60.8% 60.9% 39.1%

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

Students Staff Faculty
Name Filled in Response 19 2 7
Percentage 7.3% 2.3% 10.1%
Not Filled in Response 241 85 62
Percentage 92.7% 97.7% 89.9%
E-mail Provided Response 14 2 8
Percentage 5.4% 2.3% 11.6%
Not Answered Response 246 85 61
Percentage 94.6% 97.7% 88.4%
Phone Provided Response 14 2 7
Percentage 5.4% 2.3% 10.1%
Not Answered Response 246 85 62
Percentage 94.6% 97.7% 89.9%
Question/problem related to Responded Response 4 0 6
Percentage 1.5% 0.0% 8.7%
Not Responded Response 256 87 63
Percentage 98.5% 100% 91.3%