INFORMATION TECHNOLOGY

IU EAST USER SATISFACTION SURVEY

MASTER 2002

Instructions:

Please fill out each question as completely as possible by circling your choice (or choices) for each question. Most of the questions ask for your level of satisfaction for a given service based on a five-point scale. The scale represents a spectrum: 1 signifies that you are not at all satisfied with a service, and 5 means you are very satisfied. If you are not familiar enough with a particular service to make an evaluation, please circle 7 for cannot evaluate this service. If you have no knowledge of the service in question, please circle 8 for never heard of service rather than not answering the question.

SURVEY ON INFORMATION TECHNOLOGY SERVICES AT
INDIANA UNIVERSITY EAST, RICHMOND, IN

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)? [All]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

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

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

3. On a weekly basis, approximately how many hours do you use a computer (please circle one)? [All]

1-5 hours	6-10 hours	11-15 hours	16-20 hours	20+ hours
1	2	3	4	5

4. How would you rate your computer expertise? [All]

Novice				Expert
1	2	3	4	5

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

Yes	No (if "No," GO TO Question #6)

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

1.	Intel-compatible computer running Windows 95, 98/ME
2.	Intel-compatible computer running Windows NT or Windows 2000, or Windows XP
3.	Apple Macintosh or compatible
4.	Unix workstation (including microcomputers running LINUX)
5.	Other (Please specify): _____________________________

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

1.	Limited IUE dialup access for faculty and staff[F,Staff]
2.	Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, INdynet, etc.)[All]
3.	Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)[All]
4.	Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.)[All]
5.	Other (please specify): ________________________________________________[All]

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.

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Pine [All]	1	2	3	4	5	7	8
WebMail [All]	1	2	3	4	5	7	8
Microsoft Outlook Express [F,Staff]	1	2	3	4	5	7	8
Microsoft Outlook [F,Staff]	1	2	3	4	5	7	8
Other (e.g. Netscape) [All]	1	2	3	4	5	7	8

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

Pine [All]	WebMail[All]
Microsoft Outlook [F,Staff]	Other (please specify): ____________[All]

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

Always

Frequently

Occasionally

9. . Overall, how satisfied are you with the electronic mail systems available at IU East? [All]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

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. [All]

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Instructional Technologist services from the Teaching and Learning Center (TLC)	1	2	3	4	5	7	8
Online consulting resources (IU Knowledge Base, IUE IT webpages)	1	2	3	4	5	7	8
IU communications and publications on paper	1	2	3	4	5	7	8
IU News Vehicles (Newsbit, IT@IU, UITS items in JagNews)	1	2	3	4	5	7	8
Availability of information concerning computers and services	1	2	3	4	5	7	8
Education Program Hands-on Computing Classes (STEPS & PROSTEPS)	1	2	3	4	5	7	8
NETg online training	1	2	3	4	5	7	8
Getting software via IUWare Online	1	2	3	4	5	7	8
IUWare CD-ROM	1	2	3	4	5	7	8

11.Overall, how satisfied are you with the IT user support services available at IU East? [All]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

12. . IT 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.

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Student Computer Lab hardware (computers, scanners, etc.) [All]	1	2	3	4	5	7	8
Student Computer Lab software [All]	1	2	3	4	5	7	8
Student Computer Lab consulting overall [All]	1	2	3	4	5	7	8
Knowledge and ability of Student Computer Lab consultants [All]	1	2	3	4	5	7	8
Courtesy and helpfulness of Student Computer Lab consultants [All]	1	2	3	4	5	7	8
Student Computer Labs overall [All]	1	2	3	4	5	7	8
Oncourse (Internet-based distributed learning environment) [S,F]	1	2	3	4	5	7	8

13. Overall, how satisfied are you with IT instructional and student computing services available at IU East? [All]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

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.[F]

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Instructional technology resources staff (from A/V services to TLC staff)	1	2	3	4	5	7	8
Instructional technology resources classroom equipment	1	2	3	4	5	7	8
Advanced Technology Classrooms (VIC and other two-way video)	1	2	3	4	5	7	8
Virtual Indiana Classrooms (VIC). Technology and support services	1	2	3	4	5	7	8

15. 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)? [F]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

16. 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)? [F]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

UNIVERSITY INFORMATION SERVICES

17. Through the University Information Services Division, IT 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.

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Library online catalog (INDYCAT/IUCAT) [All]	1	2	3	4	5	7	8
Financial Information System (FIS) [F,Staff]	1	2	3	4	5	7	8
The Online Purchasing System (TOPS) [F,Staff]	1	2	3	4	5	7	8
Web Based Purchasing [F,Staff]	1	2	3	4	5	7	8
Information Access Services:
IU Information Environment [F,Staff]	1	2	3	4	5	7	8
Financial Data Retrieval System (FDRS) [F,Staff]	1	2	3	4	5	7	8
Information Center (FOCUS) [F,Staff]	1	2	3	4	5	7	8
Safeword cards [F,Staff]	1	2	3	4	5	7	8
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) [All]	1	2	3	4	5	7	8

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

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

19. Overall, how satisfied are you with the administrative support systems available at IU East? [F,Staff]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

NETWORK-BASED INFORMATION SERVICES

20. IT 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. [All]

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Publishing on the IUE Web server (www.iue.indiana.edu)	1	2	3	4	5	7	8
Browsing on the IUE Web server (www.iue.indiana.edu)	1	2	3	4	5	7	8
Personal Web home pages the IUE Web server (www.iue.indiana.edu)	1	2	3	4	5	7	8
IUE Search (www.iue.indiana.edu/search.html)	1	2	3	4	5	7	8
IUE Events Calendar	1	2	3	4	5	7	8

21. Overall, how satisfied are you with network-based information services? [All]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

DATA NETWORK SERVICES

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

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Limited dial-in access [F,Staff]	1	2	3	4	5	7	8
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff]	1	2	3	4	5	7	8
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff]	1	2	3	4	5	7	8
Data jack activations [All]	1	2	3	4	5	7	8
Data jack repair services [All]	1	2	3	4	5	7	8
Internet and Web (WWW) access [All]	1	2	3	4	5	7	8

23. Overall, how satisfied are you with the IT network services available at IU East? [All]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

TELECOMMUNICATION SERVICES

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

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Campus Switchboard [All]	1	2	3	4	5	7	8
Telephone repair service [All]	1	2	3	4	5	7	8
Campus office/housing telephone service [All]	1	2	3	4	5	7	8
Telephone equipment (telephone sets) [All]	1	2	3	4	5	7	8
Printed telephone directories [F,Staff]	1	2	3	4	5	7	8
Installation of campus office data jacks and telephones [F,Staff]	1	2	3	4	5	7	8
Campus office long distance service [F,Staff]	1	2	3	4	5	7	8
Campus office voice mail services (274-6245) [F,Staff]	1	2	3	4	5	7	8
Cellular telephone services [F,Staff]	1	2	3	4	5	7	8
Pager services [F,Staff]	1	2	3	4	5	7	8
Monthly invoice format [F,Staff]	1	2	3	4	5	7	8
Campus office telephone service consulting [F,Staff]	1	2	3	4	5	7	8
Teleconference service provided by Campus Switchboard [F,Staff]	1	2	3	4	5	7	8

25. 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)? [All]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

GENERAL ASSESSMENT

26. How helpful has the information technology environment at IU East been in your teaching activities? [F]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

27. How helpful has the information technology environment at IU East been in your research activities? [S,F]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

28. How helpful has the information technology environment been in your learning experience at IU East? [S]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

29. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IU East. [S]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

30. Overall, how satisfied are you with the information technology services (including telecommunications, computing, and computer networking) offered by the IT department at IU East during the past year? [All]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

NON-IT SERVICES

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

	Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
Computing support offered by personnel in your own department [F,Staff]	1	2	3	4	5	7	8
Teaching and Learning Center (TLC) [F]	1	2	3	4	5	7	8

IMPROVEMENTS AND SUGGESTIONS

32. Are there additional comments you would like to make about Information Technology services at IU East? [All]

_____________________________________________________________________________

33. If you need an IT staff to contact you to discuss any aspect of IT services at IU East, please provide the information requested below. This information will be passed on to the IT office, but your survey responses will remain confidential. [All]

Name: Phone:

E-mail: Question/Problem related to:

Thank You for Your Assistance!

We hope your comments will contribute to an improved information technology environment at IU East.

Center for Survey Research

1022 East Third St.

Bloomington, IN. 47405

INFORMATION TECHNOLOGY IU EAST USER SATISFACTION SURVEY MASTER 2002

INFORMATION TECHNOLOGY

IU EAST USER SATISFACTION SURVEY

MASTER 2002