2002 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, 200staff, 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 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
4.00 .07
95.7 1.7%
91.4%

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

Average
Satisfaction
Usage
4.01 .09
88.8 2.7%
93.4%

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

15 1.21
hours

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert):
3.19 .07

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

Yes:
90.9%

a. 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
54.8%
280
Intel-compatible computer running Windows NT or Windows 2000
20.8%
119
Apple Macintosh or compatible
3.7%
36
Unix workstation (including microcomputers running LINUX)
0.7%
7
Other
10.7%
50

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

 
Percentage checked
Responses
OIT modem pool (237-0508)
15.1%
105
OIT express modem pool (237-4809)
3.8%
44
OIT Elkhart modem pool (295-5929)
4.8%
21
Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, INdynet, etc.)
30.2%
141
Departmental modem pool or modem attached to office/laboratory workstation
4.4%
36
Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)
3.6%
23
Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., ATT, Insight, Comcast, etc.)
5.9%
26
Other
2.8%
16

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
Pine (the mailer on the OIT Linux computers)
2.65 .12
48.9 4.8%
53.5%
WebMail
3.62 .09
86.7 3.0%
43.4%
Outlook
3.71 .10
88.5 3.2%
28.5%
Eudora
3.16 .12
71.3 4.5%
7.3%
Web browser (e.g. Netscape, Internet Explorer)
4.25 .07
97.4 1.6%
77.7%

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

 
Students
Staff
Faculty
Pine Mail
14.2%
0%
0.8%
WebMail
16.5%
83.3%
82.9%
Outlook
15.7%
10.1%
7.3%
Eudora
1.5%
2.2%
4.9%
Web browser
35.2%
1.4%
1.6%
Other (specify)
16.9%
2.9%
2.4%

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
56.0%
11.4%
3.8%
Frequently
27.6%
29.1%
50.0%
Occasionally
16.4%
59.5%
46.2%

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

Average
Satisfaction
Usage
3.44 .09
80.1 3.3%
75.4%

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
Telephone consulting (OIT HelpDesk, 237-4362)
3.81 .09
87.0 2.9%
26.8%
Walk-in consulting at OIT HelpDesk (NS0069)
4.13 .08
94.1 2.1%
49.6%
Online consulting resources (OIT Web site, Computing Help Online)
3.57 .10
83.2 3.3%
20.3%
OIT communications and publications on paper
3.67 .09
91.8 2.4%
19.4%
OIT Online newsletter
3.59 .10
86.3 3.0%
13.9%
Availability of information concerning OIT computers and services
3.63 .09
83.9 3.2%
38.0%
Education Program Hands-on Computing Classes (STARTUPS)
3.82 .10
84.7 3.1%
19.3%
OIT-funded Con Ed Technology Training Classes
3.62 .10
85.4 3.1%
7.7%
IUWare CD-ROM
4.00 .09
90.4 2.6%
26.5%

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

Average
Satisfaction
Usage
3.83 .07
93.3 2.1%
68.6%

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
Student Computing Labs hardware
3.96 .08
93.8 2.1%
74.5%
Student Computing Labs software
3.99 .08
93.0 2.3%
70.3%
Student Computing Labs consulting overall
3.91 .08
95.2 1.9%
70.8%
Knowledge and ability of Student Computing Labs consultants
3.84 .08
91.7 2.5%
73.7%
Courtesy and helpfulness of Student Computing Labs consultants
3.81 .09
87.8 2.9%
75.9%
Student Computing Labs overall
3.96 .07
94.8 2.0%
83.0%
Oncourse (Internet-based distributed learning environment)
4.06 .11
90.2 3.0%
70.2%[F,S]

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

Average
Satisfaction
Usage
3.93 .08
96.4 1.9%
78.7%[Staff,S]

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
Instructional Media Services staff
4.43 .16
93.6 4.8%
79.0%[F]
Instructional Media Services classroom equipment
3.68 .19
84.0 7.0%
79.0%[F]
Advanced Technology Classrooms
3.72 .24
82.8 7.5%
26.4%[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
Your experience with the VIC technology
3.87 .23
87.5 7.1%
16.3%[F]
Support services for VIC
4.53 .20
93.3 5.4%
15.2%[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
3.02 .20
69.6 8.6%
95.0%[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
3.84 .19
87.2 6.4%
90.8%[F]

RESEARCH AND ACADEMIC COMPUTING

18. Overall, how satisfied are you with the UITS research computing services available centrally?

Average
Satisfaction
Usage
3.88 .07
98.0 1.5%
34.7%[Staff,S]

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
Library online catalog (INDYCAT/IUCAT)
4.05 .08
93.2 2.2%
71.1%
Financial Information System (FIS)
3.91 .10
94.4 3.1%
35.8%[F,Staff]
The Online Purchasing System (TOPS)
3.92 .11
91.3 3.7%
15.8%[F,Staff]
Web-based purchasing
4.33 .09
100 .2%
11.6%[F,Staff]
Information Access Services:
    IU Information Environment
3.80 .11
94.6 3.1%
31.8%[F,Staff]
    Financial Data Retrieval System (FDRS)
3.96 .09
98.6 1.7%
24.9%[F,Staff]
    Information Center (FOCUS)
3.63 .13
84.4 4.8%
15.7%[F,Staff]
Safeword cards
3.78 .15
82.5 4.9%
40.9%[F,Staff]
INSITE (insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.)
4.35 .07
95.7 1.8%
82.0%
Online student advising (IUCARE)
4.08 .09
90.6 2.5%
26.5%
Registration and Drop/Add using automated telephone system
4.34 .10
96.4 2.3%
77.9%[S]

20. Overall, how satisfied are you with student support systems available at IUSB?

Average
Satisfaction
Usage
4.21 .09
98.3 1.7%
82.7%[S]

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

Average
Satisfaction
Usage
3.80 .11
92.1 3.5%
82.5%[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
Publishing on OIT Web servers (www.iusb.edu)
3.90 .07
93.6 2.1%
28.8%
Browsing on OIT Web servers (www.iusb.edu)
4.03 .07
96.2 1.7%
58.3%
Personal Web home pages
3.62 .08
87.3 2.9%
28.6%
Usenet news groups
3.35 .08
80.5 3.4%
11.0%

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

Average
Satisfaction
Usage
3.90 .06
98.6 1.1%
57.7%

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
Dial-in modem services
3.45 .09
82.0 3.3%
33.6%
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack)
4.03 .11
94.3 3.1%
59.0%[F,Staff]
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack)
4.01 .11
93.0 3.4%
64.2%[F,Staff]
Data jack activations
3.40 .07
86.1 3.0%
7.9%
Data jack repair services
3.33 .07
85.4 3.1%
7.4%
Internet and World Wide Web access
4.07 .08
94.3 2.0%
57.8%

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

Average
Satisfaction
Usage
3.83 .07
92.9 2.2%
62.1%

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
Campus Switchboard (237-4111 or 0)
4.07 .07
96.8 1.6%
50.2%
Telephone repair service
3.70 .09
90.0 2.6%
7.3%
Campus office telephone service
3.93 .08
91.8 2.4%
23.5%
Telephone equipment
3.91 .08
91.7 2.4%
20.6%
Printed telephone directories
3.96 .12
92.4 3.4%
96.9%[F,Staff]
Installation of campus office data jacks and telephones
4.06 .12
95.1 2.9%
60.9%[F,Staff]
Campus office long-distance service
4.24 .10
96.8 2.3%
86.4%[F,Staff]
Campus office voice mail services (237-4848)
3.94 .12
92.5 3.4%
96.4%[F,Staff]
Monthly invoice format
4.02 .12
91.8 3.6%
35.1%[F,Staff]
Campus office telephone service consulting
4.20 .10
95.2 2.9%
31.8%[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
3.83 .07
95.8 1.7%
43.2%

GENERAL ASSESSMENT

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

Average
Satisfaction
Usage
3.90 .17
89.6 5.8%
93.5%[F]

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

Average
Satisfaction
Usage
3.91 .09
93.0 2.6%
82.7%[F,S]

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

Average
Satisfaction
Usage
3.82 .11
92.1 3.3%
90.6%[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
2.17 .12
36.2 5.8%
100%[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
3.81 .07
95.2 1.8%
88.7%

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
Computing support personnel employed by your department
3.98 .15
86.9 4.5%
25.7%[F,Staff]
Continuing Education Training
3.79 .10
91.8 2.8%
22.1%[F,S]
Center for Teaching and Learning (UCET)
4.22 .20
89.2 6.3%
60.2%[F]