2002 IT 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"), 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 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 Information Technology (IUS - IT) during the past year

Average
Satisfaction
Usage
4.28 .06
98.5 1.2%
88.6%

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

Average
Satisfaction
Usage
4.08 .09
89.1 2.8%
91.9%

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
IT - HelpDesk consulting
4.07 .08
94.1 2.1%
51.5%
Specialized consulting assistance
3.77 .09
87.5 3.0%
32.9%

UITS Knowledge Base

3.85 .08
90.6 2.6%
25.7%
Communications and publications on paper
3.82 .08
95.2 2.0%
53.5%
Availability of printed information concerning IUS - IT
3.76 .09
89.5 2.8%
58.5%

Communications and publications via e-mail

3.98 .09
91.2 2.6%
70.9%
Availability of electronic information concerning IUS - IT
3.91 .09
89.2 2.8%
60.1%
Education Programs, Hands-on Computing Classes
4.03 .09
91.4 2.5%
48.5%
NETg online training
3.83 .07
94.3 2.1%
14.4%
Getting software from IUS Bookstore ($5 per CD)
4.71 .06
97.3 1.5%
73.8%
Content of IUWare CD-ROM
4.25 .07
97.9 1.4%
40.9%

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

Average
Satisfaction
Usage
4.07 .07
98.1 1.3%
72.2%

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
4.07 .12
94.1 3.1%
73.3%[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
Hardware (computers, scanners, etc.)
4.29 .07
96.3 1.7%
86.7%
Software
4.28 .07
98.5 1.2%
82.2%
Consulting overall
4.10 .08
96.0 1.8%
71.6%
Knowledge and ability of Student Computing Labs consultants
4.13 .08
93.0 2.3%
73.8%

Courtesy and helpfulness of Student Computing Labs consultants

4.15 .08
93.3 2.3%
77.2%

Overall Student Computing Support

4.13 .07
95.7 1.8%
73.8%

Locker space (network storage space)

4.14 .09
91.0 2.6%
49.1%
Audio-based learning facilities (language lab, etc.)
3.78 .12
87.1 3.5%
21.9%[F,S]

Oncourse (Internet-based distributed learning environment)

4.40 .08
98.6 1.3%
57.2%[F,S]

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

Average
Satisfaction
Usage
4.20 .06
98.5 1.2%
78.9%

ELECTRONIC MAIL

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

 
Average
Satisfaction
Usage
Microsoft Exchange/Outlook
4.17 .08
95.5 2.0%
70.2%
Outlook Web Access
4.15 .08
94.7 2.1%
64.9%

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

 
Student
Staff
Faculty
Always
49.6%
8.7%
19.2%
Frequently
27.6%
39.1%
42.5%
Occasionally
22.8%
52.2%
38.4%

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

IT support staff

4.29 .16
94.6 4.5%
80.9%[F]

IT classroom equipment

3.98 .19
90.2 5.8%
87.2%[F]

Projection & Computer Equipped Classrooms

4.06 .18
91.6 5.5%
82.6%[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

Your experience with the videoconferencing technology

3.30 .09
84.5 3.2%
8.0%

Support services for videoconferencing

3.55 .07
99.0 1.0%
7.1%

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
3.31 .22
74.4 8.3%
99.2%[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
4.05 .17
91.7 5.4%
91.5%[F]

UNIVERSITY INFORMATION SYSTEMS

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
Library online catalog (INDYCAT/IUCAT)
4.08 .08
96.1 1.8%
71.4%
Financial Information System (FIS)
3.87 .12
93.4 3.3%
38.0%[F,Staff]
The Online Purchasing System (TOPS)
3.63 .13
89.7 4.0%
23.8%[F,Staff]
Web Based Purchasing
3.88 .11
97.4 2.2%
13.4%[F,Staff]

IU Information Environment

4.16 .11
96.2 2.6%
31.2%[F,Staff]

Financial Data Retrieval System (FDRS)

4.07 .11
96.6 2.5%
21.0%[F,Staff]

Information Center (FOCUS)

3.72 .15
83.4 4.9%
17.9%[F,Staff]

Safeword cards

3.82 .14
87.4 4.4%
38.8%[F,Staff]

INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.)

4.54 .06
97.4 1.5%
92.2%

Bursar bill payment through the automated telephone payment system

4.43 .10
97.0 2.3%
40.3%[S]

Registration and Drop/Add using automated telephone system

4.42 .11
95.6 2.7%
55.2%[S]

Registration on the Web

4.54 .10
96.1 2.6%
83.1%[S]

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

Average
Satisfaction
Usage
4.46 .08
99.6 1.0%
92.7%[S]

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

Average
Satisfaction
Usage
4.06 .11
94.6 3.1%
69.5%[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

Publishing on IUS Web servers (www.ius.edu)

4.09 .07
98.2 1.2%
48.4%

Browsing on IUS Web servers (www.ius.edu)

4.18 .07
96.8 1.6%
80.1%

Personal Web home pages (www.ius.edu)

4.14 .07
95.7 1.9%
55.7%

IU Search (www.indiana.edu)

4.15 .08
95.6 1.9%
65.0%

IUS Events Calendar (http://events.iu.edu)

4.06 .09
93.2 2.3%
71.2%

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

Average
Satisfaction
Usage
4.11 .06
98.5 1.2%
80.7%

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
Reliability of office, laboratory, or classroom LAN connection
3.90 .13
91.7 3.7%
64.8%[F,Staff]

Speed of office, laboratory, or classroom LAN connection

3.97 .13
91.2 3.8%
66.3%[F,Staff]

Activation of new LAN connection

3.98 .08
97.4 1.5%
17.4%

Repair of LAN connection

3.79 .08
94.3 2.1%
15.4%

Web access

4.43 .06
99.1 .9%
53.5%

Public laptop LAN connections

3.83 .08
96.6 1.7%
11.9%

Public laptop wireless LAN connections

3.93 .08
96.3 1.7%
11.5%

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

Average
Satisfaction
Usage
4.15 .07
98.9 1.0%
47.8%

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
Campus Switchboard (941-2000)
3.81 .09
88.1 2.9%
54.2%

Telephone repair service

3.74 .09
90.2 2.7%
15.0%

In-office telephone service

3.91 .08
91.2 2.5%
27.6%

Telephone equipment (e.g., telephone sets)

3.92 .09
91.8 2.5%
30.3%

Printed telephone directories

3.96 .13
91.2 3.7%
84.9%[F,Staff]

Installation of on-campus LAN connections and telephones

4.06 .10
95.7 2.7%
38.9%[F,Staff]

On-campus long distance service

3.04 .17
63.9 6.3%
79.0%[F,Staff]

Voice mail services

3.79 .15
85.3 4.6%
86.7%[F,Staff]

IUS-purchased cellular telephone services

4.11 .13
92.4 3.5%
9.2%[F,Staff]

IUS-purchased pager services

4.15 .12
92.4 3.5%
11.1%[F,Staff]

Monthly invoice format

3.93 .14
90.8 3.8%
20.6%[F,Staff]

Campus telephone consulting

3.40 .16
73.6 5.7%
28.3%[F,Staff]

Campus pay phones

3.51 .11
78.4 3.7%
46.7%

Campus 'house' phones

3.86 .09
88.3 2.9%
27.7%

University teleconference services

4.16 .11
95.6 2.8%
24.1%[F,Staff]

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

Average
Satisfaction
Usage
3.76 .08
91.1 2.6%
57.9%

GENERAL ASSESSMENT AND USE

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

Average
Satisfaction
Usage
4.06 .18
94.1 4.7%
86.4%[F]

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

Average
Satisfaction
Usage
4.10 .09
95.0 2.3%
82.3%[F,S]

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

Average
Satisfaction
Usage
3.97 .12
91.7 3.6%
88.9%[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
2.22 .15
39.6 6.4%
100%[S]

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

15.651.34

hours

28. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert):
3.20 .07

29. Do you have a computer at your home?

Yes:

93.6%

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

 
Percentage checked
Responses
Intel-compatible computer running Windows 95, 98/ME
61.8%
273

Intel-compatible computer running Windows NT or Windows 2000

25.1%
132

Apple Macintosh or compatible

4.1%
24
Unix workstation (including microcomputers running LINUX)
< .1 %
3

Other

7.6%
31

b. 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 service, 56kb/s and below (e.g., Microsoft Network, America Online, Earthlink, SEI Data, Juno, Netzero, etc.)
56.8%
242

Modem attached to office/laboratory computer

11.5%
42

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

5.5%
18

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

8.8%
35

Other

3.6%
18

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
3.99 .07
97.6 1.4%
89.8%