2001 OIT IUSB 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 South Bend (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 IUSB 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 Office of Information Technologies (OIT) during the past year (e.g., student computing facilities, electronic mail, computer network, telephone consulting at the HelpDesk 237-4362, World Wide Web)?

Average Satisfaction Usage Responses
3.86 .08 92.8 2.3% 89.5% 487

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

Average Satisfaction Usage Responses
4.06 .09 90.6 2.6% 92.1% 491

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

14.61 1.16

hours

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.18 .07

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

Yes: 90.2%

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 70.6% 441
Intel-compatible computer running Windows NT or Windows 2000 20.6% 441
Apple Macintosh or compatible 5.6% 441
Unix workstation (including microcomputers running LINUX) 1.7% 441
Other 3.3% 441

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

  Percentage checked Responses
OIT modem pools (237-0508, 237-4809, or 295-5929) 17.9% 441
Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, etc.) 40.3% 441
Departmental modem pool or modem attached to office/laboratory workstation 9.3%; 441
Digital Subscriber Line (DSL) service from an Internet service provider with high speed connectivity (e.g., Ameritech) 2.4% 441
Cable modem service from local cable television service provider that offers high speed connectivity (e.g., AT&T, Insight, Comcast, etc.) 3.7% 441
Other 1.3% 441

ELECTRONIC MAIL

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

  Average Satisfaction Usage Response
Pine (the mailer on the OIT Linux computers) 2.84 .12 59.3 5.0% 54.9% 372
GroupWise 3.16 .16 68.3 4.7% 6.7% 383
Eudora 4.23 .07 98.8 1.1% 77.7% 420
Web browser (e.g., Netscape, Internet Explorer) 3.35 .19 73.8 6.2% 85.3% 202[F&Staff]

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

  Students Staff Faculty
Pine Mail 15.7% 0.0% 1.8%
GroupWise 1.6% 3.4% 40.0%
Eudora 57.4% 29.1% 4.5%
Web browser 25.3% 45.3% 20.9%
Other (specify) 0.0% 22.2% 32.7%

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 46.4% 12.5% 10.5%
Frequently 35.9% 31.9% 26.3%
Occasionally 17.7% 55.6% 63.2%

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

Average Satisfaction Usage Responses
3.23 .10 74.2 3.9% 70.8% 486

USER SUPPORT SERVICES

10. OIT 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 (OIT HelpDesk, 237-4362) 3.68 .09 87.5 3.0% 24.3% 485
Walk-in consulting (OIT HelpDesk, NS0069) 3.78 .10 89.2 2.8% 42.6% 477
Online consulting resources (OIT Web site, Computing Help Online) 3.58 .10 79.3 3.7% 21.5% 471
OIT communications and publications on paper 3.57 .10 83.7 3.4% 18.1% 464
OIT Online newsletter 3.16 .10 72.44.0% 11.8% 467
Availability of information concerning OIT computers and services 3.44 .10 82.8 3.4% 33.1% 471
Education Program Hands-on Computing Classes (STARTUPS) 3.99 .09 92.1 2.5% 15.3% 473
OIT-funded Con Ed Technology Training Classes 3.86 .09 90.5 2.7% 8.6% 471
IUWare CD-ROM 3.86 .10 87.1 3.1% 18.1% 468

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

Average Satisfaction Usage Responses
3.73 .07 93.2 2.3% 65.7% 494

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

12. OIT 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.

  Average Satisfaction Usage Response
Student Computing Labs hardware 3.86 .08 92.8 2.4% 72.0% 471
Student Computing Labs software 3.99 .08 95.5 1.9% 68.5% 469
Student Computing Labs consulting overall 3.72 .09 89.0 2.9% 69.8% 462
   Knowledge and ability of Student    Computing Labs consultants 3.61 .10 82.4 3.4% 71.9% 470
   Courtesy and helpfulness of Student    Computing Labs consultants 3.68 .10 81.13.5% 72.1% 472
Student Computing Labs overall 3.87 .08 92.1 2.5% 79.7% 471
Oncourse (Internet-based distributed learning environment) 4.02 .11 90.5 3.1% 55.9% 367[F&S]

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

Average Satisfaction Usage Responses
3.84 .08 93.7 2.5% 76.1% 376[S&Staff]

CLASSROOM TECHNOLOGY SERVICES

14. OIT, through Instructional Media Services (IMS), 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 Media Services staff 4.40 .16 96.9 3.7% 89.0% 109[F]
Instructional Media Services classroom equipment 3.79 .20 87.8 6.6% 89.1% 110[F]
Advanced Technology Classrooms 3.56 .23 79.5 8.1% 36.8% 106[F]

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

  Average Satisfaction Usage Response
Your experience with the VIC technology 3.76.21 90.5 6.7% 23.6% 89[F]
Support services for VIC 4.05 .26 84.2 8.1% 21.1% 90[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
3.16 .17 79.4 7.9% 95.5% 112[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
3.85 .18 90.5 5.9% 94.6% 111[F]

RESEARCH AND ACADEMIC COMPUTING

18. Overall, how satisfied are you with the University Information Technology Services (UITS) research computing services available at IUSB?

Average Satisfaction Usage Responses
3.80 .09 91.1 2.9% 54.1% 376[S&Staff]

UNIVERSITY INFORMATION SERVICES

19. OIT Computing Services helps to support 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 (INDYCAT/IUCAT) 3.72 .10 84.7 3.2% 74.5% 481
Financial Information System (FIS) 3.89 .13 94.1 3.4% 35.5% 214[F&Staff]
The Online Purchasing System (TOPS) 3.58 .17 80.5 5.5% 13.7% 212[F&Staff]
Web-based purchasing 3.74 .17 87.0 4.7% 10.4% 210[F&Staff]
Information Access Services:        
   IU Information Environment 3.95 .13 92.3 3.8% 34.8% 211[F&Staff]
   Financial Data Retrieval System (FDRS) 3.73 .15 86.0 4.8% 28.1% 213[F&Staff]
   Information Center (FOCUS) 3.39 .16 77.4 5.8% 22.7% 212[F&Staff]
Safeword cards 3.79 .17 81.5 5.3% 42.4% 216[F&Staff]
INSITE (insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.27 .08 96.5 1.7% 75.9% 476
Online student advising (IUCARE) 3.84 .09 89.7 2.7% 22.6% 478
Registration and Drop/Add using automated telephone system 4.39 .11 95.6 2.6% 76.3% 266[S]

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

Average Satisfaction Usage Responses
4.00 .10 95.7 2.6% 78.7% 267[S]

21. Overall, how satisfied are you with the administrative support systems available at IUSB?

Average Satisfaction Usage Responses
3.80 .11 93.2 3.5% 79.5% 225[F&Staff]

NETWORK-BASED INFORMATION SERVICES

22. OIT 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 OIT Web servers (www.iusb.edu) 3.87 .08 93.7 2.3% 32.3% 461
Browsing on OIT Web servers (www.iusb.edu) 3.91 .07 96.5 1.7% 57.9% 464
Personal Web home pages 3.76 .08 93.7 2.3% 19.7% 460
Usenet news groups 3.46 .10 82.1 3.5% 9.0% 456

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

Average Satisfaction Usage Responses
3.77 .07 93.9 2.2% 58.3% 468

DATA NETWORK SERVICES

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

  Average Satisfaction Usage Response
Dial-in modem services 3.32 .11 73.6 4.1% 29.7% 453
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 3.97 .13 91.2 4.0% 55.3% 207[F&Staff]
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.01 .13 91.7 3.9% 61.4% 212[F&Staff]
Data jack activations 3.24 .11 68.6 4.2% 8.9% 456
Data jack repair services 3.20 .11 69.8 4.2% 7.9% 456
Internet and World Wide Web access 3.91 .10 89.4 2.8% 52.1% 462

25. Overall, how satisfied are you with the OIT network services available at IUSB?

Average Satisfaction Usage Responses
3.81.08 91.52.6% 61.8% 461

VOICE SERVICES

26. The Telecommunications Division of OIT 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 (237-4111 or 0) 3.91 .09 90.1 2.7% 55.4% 468
Telephone repair service 3.58 .09 82.6 3.5% 7.2% 464
Campus office telephone service 3.85.09 88.9 2.9% 26.2% 466
Telephone equipment 3.72 .09 88.8 2.9% 27.7% 470
Printed telephone directories 3.96 .13 90.1 4.1% 98.0% 225[F&Staff]
Installation of campus office data jacks and telephones 4.19 .12 95.1 3.1% 60.8% 216[F&Staff]
Campus office long-distance service 4.29 .10 97.7 2.1% 87.0% 223[F&Staff]
Campus office voice mail services (237-4848) 4.16 .11 96.1 2.8% 96.0% 222[F&Staff]
Monthly invoice format 3.91 .13 91.0 4.0% 34.8% 219[F&Staff]
Campus office telephone service consulting 3.97 .15 87.2 4.7% 32.4% 214[F&Staff]

27. Overall, how satisfied are you with the services offered by the Telecommunications Division of OIT 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
3.75 .07 93.9 2.2% 46.4% 474

GENERAL ASSESSMENT

28. How helpful has the information technology environment at IUSB been in your teaching activities?

Average Satisfaction Usage Responses
3.72 .19 88.1 6.5% 91.8% 110[F]

29. How helpful has the information technology environment at IUSB been in your research activities?

Average Satisfaction Usage Responses
3.81 .10 92.0 2.9% 81.0% 360[F&S]

30. How helpful has the information technology environment at IUSB been in your learning experience?

Average Satisfaction Usage Responses
3.79 .11 93.2 3.3% 87.3% 251[S]

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

Average Satisfaction Usage Responses
2.14 .13 35.8 6.1% 100% 246[S]

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

Average Satisfaction Usage Responses
3.73 .07 92.5 2.3% 84.8% 498

NON-OIT SERVICES

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

  Average Satisfaction Usage Response
Computing support personnel employed by your department 3.98 .13 91.7 3.9% 38.8% 211[F&Staff]
Continuing Education Training 3.82 .09 93.2 2.6% 27.6% 368[F&S]
Center for Teaching and Learning (UCET) 4.46 .17 96.7 3.9% 59.8% 102[F]

IMPROVEMENTS AND SUGGESTIONS

34. Are there additional comments you would like to make about the Office of Information Technologies?

Additional Comments 

Students

Staff

Faculty

Yes Response 107 60 54
Percentage 39.8% 50.0% 48.2%

No

Response 162 60 58
Percentage 60.2% 50.0% 51.8%

35. If you need an OIT staff member to contact you to discuss any aspect of IT services at IUSB, please provide the information requested below.

Students Staff Faculty
Name Filled in Response 29 14 8
Percentage 10.8% 11.7% 7.1%
Not Filled in Response 240 106 104
Percentage 89.2% 88.3% 92.9%
E-mail Provided Response 23 10 8
Percentage 8.6% 8.3% 7.1%
Not Answered Response 246 110 104
Percentage 91.4% 91.7% 92.9%
Phone Provided Response 19 13 7
Percentage 7.1% 10.8% 6.2%
Not Answered Response 250 107 105
Percentage 92.9% 89.2% 93.8%
Question/problem related to Responded Response 11 5 2
Percentage 4.1% 4.2% 1.8%
Not Responded Response 258 115 110
Percentage 95.9% 95.8% 98.2%