2002 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 1000 randomly selected people at Indiana University North (200 faculty, 182 staff, 618 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"), and 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").

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, 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
4.20 .07
97.2 1.6%
87.4%

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

Average
Satisfaction
Usage
4.38 .08
95.1 2.0%
92.6%

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

14.521.23

hours

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert):
3.03 .07

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

Yes:

89.0%

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

 
Percentage checked
Responses
Intel-compatible computer running Windows 95, 98/ME
52.2%
242

Intel-compatible computer running Windows NT or Windows 2000

25.0%
113

Apple Macintosh or compatible

1.2%
26
Unix workstation (including microcomputers running LINUX)
0%
0

Other

12.0%
47

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

 
Percentage checked
Responses
Local modem pool
11.1%
40
Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.)
35.1%
156

Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)

7.1%
24

Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., TCI, Ameritech, etc.)

5.2%
21

Campus Network

33.3%
167

Other

2.5%
15

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
Pine (the mailer on the IUN computers)
3.69 .11
86.4 3.7%
24.3%
IUN WebMail
3.84 .11
84.8 3.4%
51.0%
IU WebMail
3.80 .12
85.7 3.8%
24.2%
Outlook Express
3.75 .12
85.3 3.8%
32.6%
Netscape Messenger
3.92 .11
88.2 3.4%
32.6%

7. Which e-mail system do you use most often?

 
Student
Staff
Faculty
Pine (the mailer on the IUN computers)
1.3%
.9%
0%
IUN WebMail
29.6%
78.0%
56.8%
IU WebMail
1.8%
4.6%
2.1%
Outlook Express
20.6%
8.3%
20.0%
Netscape Messenger
10.3%
5.5%
7.4%
Other
36.3%
2.8%
13.7%

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

 
Student
Staff
Faculty
Always
52.0%
15.7%
26.0%
Frequently
24.4%
27.1%
37.0%
Occasionally
23.5%
57.1%
37.0%

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

Average
Satisfaction
Usage
3.89 .08
92.5 2.4%
32.9%

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

Average
Satisfaction
Usage
3.86 .09
90.7 2.6%
57.1%

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
Telephone consulting (IUNITS Support Center, 981-HELP, formerly "Help Desk")
4.00 .10
83.8 3.4%
19.2%
Walk-in consulting at IUNITS Support Center (Raintree 204, account services, E-mail, microcomputer assistance, academic software installation)
3.92 .10
86.2 3.2%
30.2%
Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online)
3.94 .10
85.6 3.2%
17.6%
Online account creation process for central UITS computers
3.95 .09
87.7 3.1%
17.0%
UITS communications and publications on paper
3.86 .09
87.9 3.0%
13.9%
UITS News Vehicle (Monitor)
3.79 .09
91.5 2.6%
15.1%
Availability of information concerning IUNITS computers and services
3.73 .11
81.2 3.6%
26.4%
Education Program Hands-on Computing Classes
4.09 .10
89.0 2.9%
30.0%
NETg online training
3.96 .09
90.6 2.7%
13.4%
Getting software via IUWare Online
3.89 .11
82.8 3.5%
14.4%
IUWare CD-ROM
4.18 .08
93.8 2.3%
27.3%

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

Average
Satisfaction
Usage
3.98 .08
92.8 2.4%
58.4%

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

13. UNITS 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
Student Technology Centers hardware (computers, scanners, etc.)
4.17 .10
96.6 2.4%
72.4%[S]
Student Technology Centers software
4.06 .11
95.5 2.8%
63.4%[S]
Student Technology Centers consulting overall
3.74 .13
89.3 4.0%
62.2%[S]
Knowledge and ability of Student Technology Centers consultants
3.69 .13
86.9 4.4%
65.8%[S]
Courtesy and helpfulness of Student Technology Centers consultants
3.77 .14
86.9 4.4%
69.4%[S]
Student Technology Centers overall
4.01 .11
95.0 2.9%
74.1%[S]
Oncourse (Internet-based distributed learning environment)
4.06 .12
93.9 3.2%
47.5%[S]

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

Average
Satisfaction
Usage
3.91 .11
93.1 3.3%
77.0%[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 facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 
Average
Satisfaction
Usage
Instructional Media Services staff
3.67 .22
84.9 7.2%
68.2%[F]
Instructional Media Services classroom equipment
3.61 .21
80.3 8.0%
67.6%[F]
Advanced Technology Classrooms
3.43 .21
78.6 8.4%
27.2%[F]
Your experience with the VIC technology
3.63 .20
84.2 7.5%
18.4%[F]
Support services for VIC
3.75 .20
87.5 6.9%
15.7%[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
2.94 .24
61.8 9.6%
94.4%[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
3.31 .24
72.9 8.8%
88.9%[F]

UNIVERSITY INFORMATION SYSTEMS

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
Library online catalog
3.90 .09
91.4 2.6%
56.2%
Financial Information System (FIS)
3.72 .14
85.6 5.0%
29.9%[F,Staff]
The Online Purchasing System (TOPS)
4.08 .12
95.4 3.1%
12.5%[F,Staff]
Web Based Purchasing
3.83 .16
84.8 5.2%
10.5%[F,Staff]
IU Information Environment
3.80 .11
94.3 3.5%
28.0%[F,Staff]
Financial Data Retrieval System (FDRS)
3.85 .12
93.1 3.7%
22.3%[F,Staff]
Information Center (FOCUS)
3.93 .13
91.5 4.0%
11.7%[F,Staff]
Safeword cards
4.11 .14
91.8 3.9%
35.5%[F,Staff]
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.)
4.46 .10
97.5 2.1%
81.5%[S]
Online student advising (IUCARE)
4.02 .13
90.3 3.9%
38.6%[S]
Bursar bill payment through the automated telephone payment system
4.53 .10
96.5 2.5%
47.3%[S]
Registration and Drop/Add using automated telephone system
4.59 .09
97.0 2.3%
68.0%[S]

19. Overall, how satisfied are you with the student support systems available at IUN?

Average
Satisfaction
Usage
4.10 .10
97.3 2.2%
78.0%[S]

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

Average
Satisfaction
Usage
3.77 .13
90.3 4.1%
78.5%[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
Publishing on the IUN Web server (www.indiana.edu)
4.05 .08
93.2 2.4%
31.7%
Browsing on the IUN Web server (www.indiana.edu)
4.03 .08
95.1 2.0%
62.8%
Personal Web home pages (php.indiana.edu)
4.04 .09
91.3 2.7%
30.5%
IU Search (www.indiana.edu/resources/search.html)
4.12 .08
97.3 1.6%
51.1%
IUN Events Calendar (http://www.iun.edu/~cal)
3.96 .09
92.3 2.5%
46.7%

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

Average
Satisfaction
Usage
3.94 .07
95.9 1.9%
63.5%

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
Limited dial-in modem service
3.98 .08
93.7 2.3%
22.8%
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack)
4.13 .13
95.9 3.0%
34.9%[F,Staff]
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack)
4.11 .11
96.4 2.8%
43.7%[F,Staff]
Data jack activations
4.16 .12
97.4 2.4%
16.8%[F,Staff]
Data jack repair services
4.10 .16
92.6 3.9%
13.8%[F,Staff]
Internet and Web (WWW) access
4.29 .07
98.2 1.3%
51.7%

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

Average
Satisfaction
Usage
4.16 .07
97.7 1.4%
59.9%

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
Campus Switchboard
3.94 .10
90.8 2.7%
60.8%
Telephone repair service
4.30 .12
95.7 2.9%
50.8%[F,Staff]
Campus emergency telephone service
4.03 .10
88.2 3.0%
28.6%
Telephone equipment (e.g. telephone sets)
3.69 .16
83.2 5.2%
81.2%[F,Staff]
Printed telephone directories
3.34 .18
70.4 6.3%
83.3%[F,Staff]
Installation of campus office data jacks and telephones
4.12 .13
93.3 3.6%
54.7%[F,Staff]
Campus office long distance service
3.57 .17
79.6 5.5%
79.3%[F,Staff]
Campus office voice mail services (274-6245)
3.94 .10
89.9 2.8%
42.9%
Monthly invoice format
3.77 .17
82.4 5.4%
25.9%[F,Staff]
Campus office telephone service consulting
3.98 .16
90.3 4.2%
24.3%[F,Staff]
Teleconference service
3.87 .15
90.6 4.2%
29.4%[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
3.98 .08
93.9 2.2%
56.9%

GENERAL ASSESSMENT

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

Average
Satisfaction
Usage
3.49 .21
77.9 8.3%
81.1%[F]

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

Average
Satisfaction
Usage
3.99 .10
92.3 2.9%
76.3%[F,S]

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

Average
Satisfaction
Usage
3.92 .12
91.6 3.6%
84.6%[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
2.16 .15
36.4 6.2%
100%[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
3.92 .07
96.5 1.7%
83.9%