2001 IT IUN 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 974 randomly selected people at Indiana University Northwest (184 faculty, 190 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 indicated otherwise, the results shown are weighted to estimate the average response of the entire IUN 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, and 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 Services (IUNITS) during the past year (e.g., open computing labs, electronic mail, computer network, telephone consulting at 981-HELP, World Wide Web)?

Average Satisfaction Usage Responses
 4.13 .07  97.3 1.6%  89.8%  407

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

Average Satisfaction Usage Responses
 4.01 .10  89.1 3.0%  92.5%  409

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

15.601.32

hours

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.19.08

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

Yes: 87.9%

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

  Percentage checked Responses
Intel-compatible computer running Windows95, 98/ME 61.7% 233
Intel-compatible computer running Windows NT or Windows 2000 23.6% 82
Apple Macintosh or compatible 3.8% 38
Unix workstation (including microcomputers running LINUX) .6% 2
Other 8.9% 24

5b. If you access IUN computing systems, please indicate the service you use. Please circle all that apply.

  Percentage checked Responses
Local modem pool 12.7% 45
Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.) 50.2% 169
Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech) 4.8% 15
Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., TCI, Ameritech, etc.) 5.6% 25
Campus Network 28.1% 129
Other 3.6% 11

ELECTRONIC MAIL

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

Average

Satisfaction

Usage

Response

Pine (the mailer on the IUB computers) 3.47 .14 78.3 4.8% 6.1% 284
IUN Webmail 3.96 .11 89.7 3.1% 39.1% 378
IU Webmail 3.90 .12 92.4 3.1% 17.9% 296
Outlook Express 4.20 .11 95.2 2.5% 27.5% 298
Netscape Messenger 4.15 .10 94.6 2.6% 36.3% 307

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

 

Students

Staff

Faculty

Pine

1.2% .9% .9%

IUN Webmail

11.6% 69.6% 69.3%

IU Webmail

1.2% 8.7% 1.8%

Outlook Express

23.8% 7.8% 9.6%

Netscape Messenger

16.5% 10.4% 10.5%

Other (please specify)

45.7% 2.6% 7.9%

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

 

Students

Staff

Faculty

Always

52.6% 13.4% 11.9%

Frequently

30.1% 35.8% 38.8%

Occasionally

17.3% 50.7% 49.3%

9. How satisfied are you with the central e-mail list server (Listserv.indiana.edu)?

Average Satisfaction Usage Responses
 3.85 .09  94.7 2.2% 26.5%   412

10. Overall, how satisfied are you with the electronic mail systems available at IUN?

Average Satisfaction Usage Responses
 3.95 .09  93.1 2.5%  46.3%  417

USER SUPPORT SERVICES

11. IUNITS 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 (IUNITS Support Center, 981-HELP, formerly "Help Desk") 3.88 .11 89.2 3.0% 24.1% 405
Walk-in consulting at IUNITS Support Center (Raintree 204, account services, E-mail) 4.10 .08 97.7 1.5% 29.0% 396
Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online) 3.87 .09 88.1 3.2% 19.0% 388
Online account creation process for central University Information Technology Services (UITS) computers 4.05 .08 99.2 1.0% 17.5% 388
UITS communications and publications on paper 3.98 .07 99.0 1.1% 13.4% 382
UITS news vehicle (Monitor) 3.75 .10 92.0 2.7% 16.1% 387
Availability of information concerning IUNITS computers and services 3.49 .10 87.9 3.3% 25.6% 386
Education Program Hands-on Computing Classes 4.12 .09 95.5 2.1% 28.5% 387
NETg online training 3.58 .08 92.0 2.7% 8.9% 383
Getting software via IUWare Online 4.00 .10 92.4 2.7% 15.0% 389
 IUWare CD-ROM 4.35 .08 97.5 1.6% 25.7% 390

12. Overall, how satisfied are you with the user support services available at IUN?

Average Satisfaction Usage Responses
 3.88 .08  96.2 1.9%  63.5%  410

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

13. IUNITS maintains a number of computer facilities and services designated specifically for student use and instruction. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. Note: Student Technology Centers, or STC, were formerly known as Open Computer Labs.

 

Average

Satisfaction

Usage

Response

Student Technology Centers hardware (computers, scanners, etc.) 4.19 .12 95.6 3.2% 75.6% 180[S]
Student Technology Centers software 4.23 .11 97.5 2.5% 65.7% 181[S]
Student Technology Centers consulting overall 3.86 .13 95.0 3.4% 67.0% 179[S]
Knowledge and ability of Student Technology Centers consultants 3.65 .15 90.0 4.6% 67.0% 179[S]
Courtesy and helpfulness of Student Technology Centers consultants 3.72 .16 85.6 5.3% 72.9% 181[S]
Student Technology Centers overall 4.04 .12 95.7 3.2% 76.8% 181[S]
Oncourse (Internet-based distributed learning environment) 3.99 .12 98.6 2.0% 39.7% 179[S]

14. Overall, how satisfied are you with instructional and student computing services available at IUN?

Average Satisfaction Usage Responses
 4.00 .12  96.0 3.1%  81.4%  183[S]

CLASSROOM TECHNOLOGY SERVICES

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

 

Average

Satisfaction

Usage

Response

Instructional Media Services staff 3.99 .19 89.9 6.1% 80.9% 110[F]
Instructional Media Services classroom equipment 3.71 .20 83.3 7.3% 80.4% 112[F]
Advanced Technology Classrooms 3.47 .26 73.7 8.8% 35.5% 107[F]
Your experience with the Virtual Indiana Classrooms (VIC) technology 3.65 .19 87.1 6.8% 29.0% 107[F]
Support services for VIC 3.63 .24 81.5 7.9% 25.7% 105[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
 2.68 .20  55.1 9.5%  93.0%  115[F]

17. 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
 3.71 .20  83.7 7.1%  90.4%  115[F]

UNIVERSITY INFORMATION SERVICES

18. Through the University Information Services Division, UITS supports a number of information systems in support of 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 3.93 .09 92.6 2.6% 59.3% 399
Financial Information System (FIS) 3.60 .16 80.5 5.4% 42.8% 217[F&Staff]
The Online Purchasing System (TOPS) 3.74 .17 77.3 5.8% 10.5% 213[F&Staff]
Web-based Purchasing 3.49 .17 73.6 6.0% 10.6% 214[F&Staff]
Information Access Services: IU Information Environment 3.82 .13 90.5 4.1% 25.2% 213[F&Staff]
Information Access Services: Financial Data Retrieval System (FDRS) 3.85 .14 86.9 4.7% 28.9% 215[F&Staff]
Information Access Services: Information Center (FOCUS) 3.64 .17 78.4 5.7% 13.0% 213[F&Staff]
Safeword cards 3.62 .17 77.1 5.8% 46.7% 213[F&Staff]
INSITE (insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.56 .10 99.3 1.4% 83.1% 183[S]
Online student advising (IUCARE) 4.13 .13 94.2 3.6% 38.1% 181[S]
Bursar bill payment through the automated telephone payment system 4.40 .12 96.3 3.0% 45.3% 181[S]
Registration and Drop/Add using automated telephone system 4.57 .11 97.0 2.7% 74.2% 182[S]

19. Overall, how satisfied are you with student support systems made available by University Information Services at IUN?

Average Satisfaction Usage Responses
4.06.12 97.12.71% 79.5% 176[S]

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

Average Satisfaction Usage Responses
3.59 .13   85.0 4.8%  82.6%  224[F&Staff]

NETWORK-BASED INFORMATION SERVICES

21. IUNITS 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 IUN Web servers (www.iun.edu) 4.04 .08 97.7 1.6% 33.9% 383
Browsing on IUN Web servers (www.iun.edu) 4.09 .08 96.3 1.9% 64.6% 395
Personal Web home pages (php.indiana.edu) 3.91 .08 96.8 1.8% 24.3% 383
IU Search (www.indiana.edu/resources/search.html) 4.13 .07 99.5 .8% 50.9% 387
IUN Events Calendar (www.iun.edu/~cal) 4.05 .08 93.8 2.4% 43.0% 387

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

Average Satisfaction Usage Responses
 3.95 .07  98.9 1.1%  68.7%  392

DATA NETWORK SERVICES

23. IUNITS provides campus networking, limited dial-in modem, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Average

Satisfaction

Usage

Response

Limited dial-in modem service 3.93 .10 95.4 2.3% 20.0% 355
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.10 .14 91.1 4.1% 47.3% 199[F&Staff]
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.19 .12 94.3 3.4% 56.3% 201[F&Staff]
Data jack activations 3.98 .14 92.9 3.8% 23.0% 199[F&Staff]
Data jack repair services 4.02 .12 95.4 3.1% 21.5% 200[F&Staff]
Internet and Web (WWW) access 4.32 .08 97.4 1.7% 50.9% 373

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

Average Satisfaction Usage Responses
 4.12 .06  99.6 .7%  61.6%  391

VOICE SERVICES

25. The Telecommunications Division of IUNITS provides a wide range of telephone services to faculty, student, and staff customers. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Average

Satisfaction

Usage

Response

Campus Switchboard 3.94 .10 91.3 2.8% 60.3% 398
Telephone repair service 4.26 .12 94.3 3.2% 58.1% 219[F&Staff]
Campus emergency telephone service 4.25 .10 95.0 2.2% 26.2% 391
Telephone equipment 3.78 .15 86.2 4.7% 94.4% 223[F&Staff]
Printed telephone directories 3.64 .15 81.0 5.3% 95.6% 224[F&Staff]
Installation of campus office data jacks and telephones 4.09 .12 93.5 3.4% 64.9% 219[F&Staff]
Campus office long distance service 3.34 .17 73.4 5.9% 89.9% 224[F&Staff]
Campus office voice mail services (274-6245) 4.05 .10 92.3 2.6% 52.8% 399
Monthly invoice format 3.67 .16 83.5 5.1% 34.6% 217[F&Staff]
Campus office telephone service consulting 4.20 .14 92.7 3.6% 31.5% 214[F&Staff]
Teleconference service 4.05 .14 90.1 4.1% 33.8% 217[F&Staff]

26. Overall, how satisfied are you with the services offered by the Telecommunications Division of IUNITS 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 .09  92.6 2.6%  63.3%  402

GENERAL ASSESSMENT

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

Average Satisfaction Usage Responses
 3.51 .19  85.7 6.8%  86.0%  114[F]

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

Average Satisfaction Usage Responses
 3.92 .11 91.5 3.3%   80.6%  293[F&S]

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

Average Satisfaction Usage Responses
 3.91 .14  92.3 4.2%  87.6%  177[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 IUN.

Average Satisfaction Usage Responses
 2.22 .17  42.3 7.5%  100%  175[S]

31. Overall, how satisfied are you with the information technology services (including telecommunications, instructional media, computing, and computer networking) offered by IUNITS during the past year?

Average Satisfaction Usage Responses
 3.85 .07  97.8 1.5%  87.4%  411

32. Are there additional comments you would like to make about Indiana University Northwest Information Technology Services?

Additional Comments 

Students

Staff

Faculty

Yes Response  71  34  45
Percentage  38.2%  28.8%  38.8%

No

Response  115  84  71
Percentage  61.8%  71.2%  61.2%

33. If you need an IT staff to contact you to discuss any aspect of IUNITS services 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 25 18 13
Percentage 13.4% 15.3% 11.2%
Not Filled in Response 161 100 103
Percentage 86.6% 84.7% 88.8%
E-mail Provided Response 22 14 14
Percentage 11.8% 11.9% 12.1%
Not Answered Response 164 104 102
Percentage 88.2% 88.1% 87.9%
Phone Provided Response 16 13 13
Percentage 8.6% 11.0% 11.2%
Not Answered Response 170 105 103
Percentage 91.4% 89.0% 88.8%
Question/problem related to Responded Response 3 7 4
Percentage 1.6% 5.9% 3.4%
Not Responded Response 183 111 112
Percentage 98.4% 94.1% 96.6%