2001 UITS IUS 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 1000 randomly selected people at Indiana University Southeast (200 faculty, 200 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 IUS 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 Integrated Technology (IUS-IT) during the past year (e.g., public computing facilities, electronic mail, office computing, computer network, telephone consulting, World Wide Web, IUS-IT Support Services)?

Average Satisfaction Usage Responses
4.30 .07 97.8 1.4% 92.7% 453

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

Average Satisfaction Usage Responses
3.97 .10 91.2 2.6% 95.5% 455

USER SUPPORT SERVICES

3. IUS-IT provides a wide range of assistance for computer users. Please indicate your satisfaction with these services during the past year by circling the appropriate response.

  Average Satisfaction Usage Response
IT HelpDesk Consulting 3.92 .08 93.3 2.3% 55.7% 452
Specialized consulting assistance 3.91 .08 94.5 2.2% 37.4% 447
UITS Knowledge Base 3.85 .08 94.5 2.1% 28.5% 450
Communications & paper publications 3.78 .08 93.2 2.4% 56.4% 440
Availability of electronic information concerning IUS-IT 3.66 .09 87.8 3.0% 53.7% 450
Communications & publications via email 3.99 .09 94.3 2.2% 68.2% 451
Availability of electronic information concerning IUS-IT 3.89 .08 96.3 1.8% 57.2% 450
Education Program Hands-on Computing Classes 4.03 .08 95.3 2.0% 47.8% 450
NETg online training 3.51 .09 87.2 3.1% 19.3% 445
Getting software from IUS Bookstore 4.66 .06 98.3 1.3% 72.5% 451
Content of IUWare CD-ROM 4.33 .07 98.3 1.3% 46.8% 448

4. Overall, how satisfied are you with the IUS-IT user support services?

Average Satisfaction Usage Responses
4.09 .07 97.8 1.4% 77.4% 444

DEPARTMENTAL SUPPORT

5. IUS-IT provides a wide range of support and services directly to academic departments (e.g., equipment purchasing advice and assistance, hardware and software installation, printer service and repair). Please indicate your satisfaction by circling the appropriate response.

Average Satisfaction Usage Responses
4.15 .11 96.1 2.8% 79.1% 206[F&Staff]

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

6. IUS-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
Hardware (computers, scanners, etc.) 4.31 .07 98.1 1.3% 88.9% 452
Software 4.28 .07 98.6 1.2% 86.8% 452
Consulting overall 4.04 .08 95.2 2.0% 76.2% 449
Knowledge and ability of student lab consultants 3.97 .09 90.9 2.7% 80.0% 452
Courtesy and helpfulness of student lab consultants 3.95 .09 89.62.8% 81.3% 452
Overall student computing support 4.06 .08 95.1 2.0% 82.6% 451
Locker space (network storage space) 4.25 .07 96.6 1.7% 60.2% 451
Audio-based learning facilities (language lab, etc.) 3.92 .10 94.0 2.7% 33.8% 325[F&S]
Oncourse (Web-based learning environment) 3.88 .10 94.9 2.5% 39.6% 327[F&S]

7. Overall, how satisfied are you with IUS-IT instructional technology services available at IUS?

Average Satisfaction Usage Responses
4.14 .07 97.7 1.5% 86.2% 454

ELECTRONIC MAIL

8. IUS-IT supports the Exchange/Outlook electronic mail (e-mail) system to send messages to others at IUS and worldwide. Please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Microsoft Exchange/Outlook 4.21 .09 93.5 2.5% 79.7% 403
Outlook Web Access 4.20 .09 93.4 2.4% 75.8% 442

9. 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 48.0% 11.4% 20.0%
Frequently 31.4% 24.1% 32.5%
Occasionally 20.6% 64.6% 47.5%

CLASSROOM TECHNOLOGY SERVICES

10. IUS-IT provides a number of services designed to facilitate the use of instructional technologies in the classroom. Please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
IT support staff 4.16 .18 96.4 4.6% 67.5% 83[F]
IT classroom equipment 3.71 .26 82.8 8.8% 70.7% 82[F]
Projection & computer equipped classrooms 3.60 .29 78.9 9.4% 68.7% 83[F]

11. IUS-IT provides videoconferencing technology (e.g., VIC, AAVS, Polycom, IHETS). Please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Videoconferencing technology experience 3.68 .11 80.3 3.7% 12.7% 433
Support services for videoconferencing 3.62 .11 79.0 3.8% 11.7% 444

12. 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, furnishings, and aesthetics)?

Average Satisfaction Usage Responses
3.19 .27 65.3 10.9% 91.5% 82[F]

13. 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
3.91 .20 92.8 6.2% 83.1% 83[F]

UNIVERSITY INFORMATION SERVICES           

14. IUS-IT supports a number of information systems that support administrative services on campus. Please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Library online catalog 4.03 .09 93.6 2.3% 80.1% 454
Financial Information System (FIS) 3.83 .14 91.5 4.0% 41.0% 209[F&Staff]
Online purchasing system (TOPS) 3.76 .14 90.6 4.2% 30.0% 209[F&Staff]
Web-based purchasing 3.82 .11 97.0 2.5% 18.0% 207[F&Staff]
IU Information environment 4.13 .10 98.8 1.7% 46.2% 208[F&Staff]
Financial Data Retieval System (FDRS) 3.84 .14 93.3 3.6% 29.3% 207[F&Staff]
Information Center (FOCUS) 3.58 .13 90.0 4.3% 29.5% 207[F&Staff]
Safeword cards 3.86 .15 85.8 4.9% 54.9% 209[F&Staff]
INSITE (Web-based course listings) 4.54 .07 97.4 1.5% 92.9% 452
Bursar bill payment through automated telephone system 4.51 .09 99.0 1.4% 41.7% 247[S]
Registration and Drop/Add automated telephone system 4.30 .13 89.8 3.9% 59.5% 247[S]
Registration on the Web 4.45 .12 95.0 2.9% 56.3% 247[S]

15. Overall, how satisfied are you with student support systems made available at IUS (e.g., Online Catalog, INSITE, etc.)?

Average Satisfaction Usage Responses
4.42 .08 99.1 1.3% 94.7% 247[S]

16. Overall, how satisfied are you with the administrative support systems available at IUS?

Average Satisfaction Usage Responses
4.06 .10 97.6 2.3% 82.9% 209[F&Staff]

NETWORK-BASED INFORMATION SERVICES

17. IUS-IT supports access to and use of various LAN-based information services and tools. Please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Publishing on IUS Web servers 4.09 .07 97.1 1.6% 58.1% 454
Browsing on IUS Web servers 4.17 .07 98.1 1.3% 87.2% 455
Personal Web home pages 4.11 .08 94.4 2.1% 65.8% 455
IU Search 4.06 .09 93.3 2.3% 72.1% 454
IUS Events Calendar 3.94 .09 92.7 2.4% 72.6% 455

18. Overall, how satisfied are you with LAN-based information services?

Average Satisfaction Usage Responses
4.06 .07 98.9 1.0% 86.8% 452

DATA NETWORK SERVICES

19. IUS-IT provides campus networking, data activations, and repair services. Please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Reliability of office, lab, or classroom LAN connection 4.14 .10 97.5 2.3% 66.8% 204[F&Staff]
Speed of office, lab, or classroom LAN connection 4.04 .12 92.3 3.9% 66.6% 204[F&Staff]
Activation of new LAN connections 4.00 .09 95.1 2.0% 17.2% 449
Repair of LAN connection 3.95 .09 94.8 2.1% 16.5% 450
Web access 4.44 .07 99.2 .9% 51.5% 448
Public laptop LAN connections 3.73 .09 94.5 2.1% 7.8% 449
Public laptop wireless LAN connections 3.69 .09 94.8 2.1% 8.1% 449

20. Overall, how satisfied are you with the IUS-IT network services available at IUS?

Average Satisfaction Usage Responses
4.11 .07 97.1 1.6% 55.9% 448

TELEPHONE SERVICES

21. IUS-IT provides a wide range of telephone services to faculty, student, and staff customers. Please indicate your overall satisfaction by circling the appropriate response.

  Average Satisfaction Usage Response
Campus Switchboard 4.06 .08 94.3 2.2% 63.8% 448
Telephone repair service 3.95 .07 95.9 1.9% 16.9% 451
In-office telephone service 4.08 .07 96.6 1.7% 31.6% 447
Telephone equipment 4.01 .08 95.3 2.0% 41.3% 448
Printed telephone directories 4.03 .12 93.3 3.6% 92.4% 204[F&Staff]
Installation of on-campus LAN connections and telephones 3.95 .14 92.1 3.9% 49.2% 201[F&Staff]
On-campus long distance service 4.25 .12 97.0 2.6% 85.0% 203[F&Staff]
Voice mail services 4.03 .15 90.5 4.2% 92.8% 202[F&Staff]
IUS-purchased cellular telephone services 3.62 .16 81.3 5.5% 15.5% 204[F&Staff]
IUS-purchased pager services 3.67 .20 75.6 6.1% 15.6% 204[F&Staff]
Monthly invoice format 3.89 .15 91.9 4.0% 29.5% 202[F&Staff]
Campus telephone consulting 3.57 .17 82.3 5.4% 39.4% 202[F&Staff]
Campus pay phones 3.97 .09 90.9 2.7% 65.9% 451
Campus 'house' phones 4.06 .09 91.1 2.7% 35.9% 450
University teleconference services 4.03 .13 92.0 3.9% 37.7% 203[F&Staff]

22. Overall, how satisfied are you with the telephone services offered by IUS-IT during the past year?

Average Satisfaction Usage Responses
3.88 .08 93.82.3% 67.7% 449

GENERAL ASSESSMENT AND USE

23. How helpful has the information technology environment at IUS been in your teaching activities?

Average Satisfaction Usage Responses
3.66 .26 80.3 9.3% 88.7% 80[F]

24. How helpful has the information technology environment at IUS been in your research activities?

Average Satisfaction Usage Responses
4.19 .09 94.9 2.5% 89.6% 325[F&S]

25. How helpful has the information technology environment been in your learning experience at IUS?

Average Satisfaction Usage Responses
4.03 .11 94.4 3.0% 94.3% 245[S]

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

Average Satisfaction Usage Responses
2.24 .14 39.1 6.2% 100% 243[S]

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

14.67 1.28

hours

28. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.21 .07

29. Do you have a computer at home?

Yes: 93.9%

29A. What type of computer(s)? Please circle all that apply.

  Percentage checked Responses
Intel-compatible computer running Windows95, 98/ME 71.5% 407
Intel-compatible computer running Windows NT or 2000 24.0% 407
Apple Macintosh or compatible 4.4% 407
Unix workstation 1.3% 407
Other 5.5% 407

29B. If you access IUS computing systems, please indicate the services you use. Please circle all that apply.

  Percentage checked Responses
Commercial Internet service provider for lower speed 62.9% 407
Modem attached to office/lab computer 9.3% 407
Digital Line Subscriber 4.2%; 407
Cable modem service 5.6% 407
Other 3.4% 407

30. Overall, how satisfied are you with the information technology services (including telecommunications, computing, and computer networking) offered by IUS-IT during the past year?

Average Satisfaction Usage Responses
4.07 .07 97.8 1.4% 92.6% 446

IMPROVEMENTS AND SUGGESTIONS

31. Are there additional comments you would like to make about IUS-IT services?

Additional Comments 

Students

Staff

Faculty

Yes Response 73 50 47
Percentage 29.4% 39.4% 56.0%

No

Response 175 77 37
Percentage 70.6% 60.6% 44.0%

32. If you would like an IT staff member to contact you to discuss any aspect of IUS-IT services, please fill in 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 14 12 5
Percentage 5.6% 9.4% 6.0%
Not Filled in Response 234 115 79
Percentage 94.4% 90.6% 94.0%
E-mail Provided Response 10 9 5
Percentage 4.0% 7.1% 6.0%
Not Answered Response 238 118 79
Percentage 96.0% 92.9% 94.0%
Phone Provided Response 6 10 5
Percentage 2.4% 7.9% 6.0%
Not Answered Response 242 117 79
Percentage 97.6% 92.1% 94.0%
Question/problem related to Responded Response 8 5 2
Percentage 3.2% 3.9% 2.4%
Not Responded Response 240 122 82
Percentage 96.8% 96.1% 97.6%