IUSB 2003 IT User Survey Summary

prepared by

Center for Statistical and Mathematical Computing
Click here for a printable version in Microsoft Word Format.

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 Sout 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"), 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 Information Technologies (IT) 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
3.95 ± .07
95.9 ± 1.8%
92.4%

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

Average
Satisfaction
Usage
4.11 ± .09
91.6 ± 2.4%
94.8%

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

17.67 ± 1.32

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:

92.9%

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
42.8%
194

Intel-compatible computer running Windows NT, Windows 2000, or Windows XP

46.7%
237

Apple Macintosh or compatible

2.7%
28
Unix workstation (including microcomputers running LINUX)
.5%
6

Other

4.4%
15

b. If you access IT computing systems, please indicate the service you use. Please circle all that apply.
 
Percentage checked
Responses
IT modem pool (237-0508)
13.8%
98

IT express modem pool (237-4809)

5.2%
50

IT Elkhart modem pool (295-5929)

3.6%
16

Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, INdynet, etc.)

43.3%
179

Departmental modem pool or modem attached to office/laboratory workstation

7.3%
40
Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)
5.3%
24
Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., ATT, Insight, Comcast, etc.)
9.3%
42

Other

2.8%
12

ELECTRONIC MAIL

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

 
Average
Satisfaction
Usage
Outlook
3.86 ± .09
89.3 ± 2.8%
38.9%
WebMail
3.57 ± .14
83.1 ± 4.9%
60.4%[S]
Pine (the mailer on the IT Linux computers)
2.52 ± .11
51.3 ± 5.1%
21.5%
Eudora
3.40 ± .10
79.7 ± 4.2%
6.8%
Web browser (e.g. Netscape, Internet Explorer)
4.27 ± .07
98.2 ± 1.4%
80.9%

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

 
Student 
Staff 
Faculty 
Outlook
17.1%
95.3%
86.8%
WebMail
26.9%
N/A
N/A
Pine Mail
1.3%
N/A
N/A
Eudora
.9%
N/A
2.8%
Web browser
31.6%
3.3%
9.4%
Other
22.2%
1.3%
.9%

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

 
Student 
Staff 
Faculty 
Always
52.7%
7.1%
8.0%
Frequently
30.9%
39.3%
36.0%
Occasionally
16.4%
53.6%
56.0%

9. Overall, how satisfied are you with the electronic mail systems available at IUSB?

Average
Satisfaction
Usage
3.53 ± .09
83.0 ± 3.3%
78.7%

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.

 
Average
Satisfaction
Usage
Telephone consulting (IT HelpDesk, 237-4362)
3.79 ± .09
87.0 ± 3.0%
29.6%
Walk in consulting at IT HelpDesk (NS1245)
3.97 ± .09
92.6 ± 2.4%
62.5%

Online consulting resources (IT Web Site, Computing Help Online)

3.40 ± .11
75.7 ± 3.9%
21.9%
IT communications and publications on paper
3.67 ± .08
90.5 ± 2.7%
16.8%
IT online Newsletter
3.55 ± .09
89.4 ± 2.8%
14.2%

Availability of information concerning IT computers and services

3.76 ± .09
88.3 ± 2.9%
33.4%
Education Program Hands-on Computing Classes (STARTUPS)
4.00 ± .08
93.6 ± 2.3%
15.3%
IT-funded Con Ed Technology Training Classes
3.64 ± .08
93.0 ± 2.3%
7.9%
IUWare CD-ROM
4.06 ± .08
95.8 ± 1.9%
21.8%

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

Average
Satisfaction
Usage
3.84 ± .08
93.2 ± 2.2%
74.4%

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.

 
Average
Satisfaction
Usage
Student Computing Labs hardware
4.23 ± .07
96.7 ± 1.7%
76.7%
Student Computing Labs software
4.18 ± .07
96.7 ± 1.7%
75.4%
Student Computing Labs consulting overall
3.98 ± .08
94.3 ± 2.2%
73.0%
Knowledge and ability of Student Computing Labs consultants
3.77 ± .09
89.5 ± 2.8%
78.2%

Courtesy and helpfulness of Student Computing Labs consultants

3.86 ± .09
89.3 ± 2.8%
79.8%

Student Computing Labs overall

4.01 ± .07
95.7 ± 1.9%
86.4%

Oncourse (Internet-based distributed learning environment

4.21 ± .10
93.2 ± 2.7%
84.9% [F,S]

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

Average
Satisfaction
Usage
3.95 ± .08
94.9 ± 2.0%
86.4%

CLASSROOM TECHNOLOGY SERVICES

14. IT, 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 ± .15
97.7 ± 3.4%
85.1% [F]

Instructional Media Services classroom equipment

3.76 ± .22
90.8 ± 6.2%
87.0% [F]

Advanced Technology Classrooms

3.98 ± .17
97.7 ± 3.4%
44.0% [F]

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

 
Average
Satisfaction
Usage

Your experience with the VIC technology

4.04 ± .07
99.9 ± .4%
8.9%

Support services for VIC

3.54 ± .08
94.6 ± 2.1%
7.7%

16. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with presentation technology in classrooms (e.g. lighting, acoustics, and projector screens)?

Average
Satisfaction
Usage
3.02 ± .20
66.7 ± 9.4%
92.5% [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
3.80 ± .17
92.8 ± 5.4%
91.5% [F]

RESEARCH AND ACADEMIC COMPUTING

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

Average
Satisfaction
Usage
3.79 ± .08
93.5 ± 2.2%
32.9%

UNIVERSITY INFORMATION SYSTEMS

19. IT 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)
3.96 ± .08
95.7 ± 1.8%
74.7%
Financial Information System (FIS)
3.77 ± .10
92.9 ± 3.4%
35.0% [F,Staff]
The Online Purchasing System (TOPS
3.65 ± .13
84.7 ± 4.7%
14.2% [F,Staff]
Web Based Purchasing
4.07 ± .11
97.2 ± 2.3%
11.8% [F,Staff]

Information Access Services: IU Information Environment

3.73 ± .12
92.4 ± 3.5%
29.3% [F,Staff]

Information Access Services: Financial Data Retrieval System (FDRS)

3.74 ± .11
89.3 ± 4.1%
25.7% [F,Staff]

Information Access Services: Information Center (FOCUS)

3.63 ± .14
82.3 ± 5.0%
13.5% [F,Staff]

Safeword cards

3.91 ± .12
91.7 ± 3.6%
45.2% [F,Staff]

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

4.32 ± .07
98.6 ± 1.1%
90.1%

Online student advising (IUCARE)

3.77 ± .09
88.7 ± 2.8%
25.9%

Registration and Drop/Add using automated telephone system

4.25 ± .11
96.0 ± 2.6%
72.5% [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
4.16 ± .10
98.2 ± 1.9%
88.9% [S]

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

Average
Satisfaction
Usage
3.85 ± .09
97.0 ± 2.3%
75.5%[F,Staff]

NETWORK-BASED INFORMATION SERVICES

22. 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.

 
Average
Satisfaction
Usage

Publishing on IT Web servers (www.iusb.edu)

4.02 ± .07
98.6 ± 1.1%
36.2%

Browsing on IT Web servers (www.iusb.edu))

4.07 ± .07
96.6 ± 1.7%
62.6%

Personal Web home pages

3.86 ± .08
93.3 ± 2.3%
30.8%

Usenet news groups

3.55 ± .09
92.6 ± 2.4%
11.1%

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

Average
Satisfaction
Usage
3.96 ± .07
96.7 ± 1.7%
64.9%

DATA NETWORK SERVICES

24. IT provides campus networking, 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
Dial-in modem services
3.76 ± .10
84.5 ± 3.2%
31.0%

Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack)

3.97 ± .11
94.6 ± 3.1%
62.5%[F,Staff]

Speed of office, laboratory, or classroom direct network connection (Ethernet data jack)

3.75 ± .13
88.3 ± 4.3%
65.3%[F,Staff]

Data jack activations

3.68 ± .12
74.4 ± 3.9%
8.3%

Data jack repair services

3.65 ± .11
76.0 ± 3.9%
7.0%

Internet and Web (WWW) access

4.32 ± .07
95.5 ± 1.9%
55.5%

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

Average
Satisfaction
Usage
4.03 ± .07
96.3 ± 1.7%
66.5%

VOICE SERVICES

26. The Telecommunications Division of IT 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)
3.82 ± .10
86.1 ± 3.1%
45.3%

Telephone repair service

3.48 ± .09
79.8 ± 3.6%
8.5%

Campus office telephone service

3.80 ± .09
94.1 ± 2.1%
23.0%

Telephone equipment (e.g., telephone sets)

3.69 ± .08
89.0 ± 2.8%
19.0%

Printed telephone directories

4.00 ± .11
92.8 ± 3.4%
96.5%[F,Staff]

Installation of campus office data jacks and telephones

4.16 ± .10
97.3 ± 2.2%
55.3%[F,Staff]

Campus office long distance service

4.22 ± .10
97.5 ± 2.1%
80.6%[F,Staff]

Campus office voice mail services (237-4848)

4.00 ± .12
92.3 ± 3.4%
95.4%[F,Staff]

Monthly invoice format

3.99 ± .10
97.1 ± 2.3%
34.2%[F,Staff]

Campus office telephone service consulting

4.15 ± .11
96.1 ± 2.6%
30.4%[F,Staff]

27. Overall, how satisfied are you with the services offered by the Telecommunications Division of IT during the past year (e.g., Long Distance Calling Service, Telephone Service, Telephone Features, Voice Mail, Campus Switchboard, and Telephone Equipment)?

Average
Satisfaction
Usage
3.89 ± .07
95.7 ± 1.8%
38.9%

GENERAL ASSESSMENT AND USE

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

Average
Satisfaction
Usage
3.92 ± .18
91.9 ± 5.6%
92.5% [F]

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

Average
Satisfaction
Usage
3.92 ± .09
94.2 ± 2.5%
86.2%[S,F]

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

Average
Satisfaction
Usage
3.98 ± .12
93.1 ± 3.3%
95.1% [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
2.12 ± .14
35.0 ± 6.1%
87.3% [S]

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

Average
Satisfaction
Usage
3.84 ± .07
95.1 ± 1.9%
92.8%

NON-IT SERVICES

33. Departments other than IT 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
4.27 ± .10
98.8 ± 1.6%
28.3%[F,Staff]
Continuing Education Training
3.68 ± .10
90.4 ± 3.2%
26.1%[S,F]

Center for Teaching and Learning (UCET)

4.18 ± .17
95.5 ± 4.7%
68.0%[F]