2004 IT IUK 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 887 randomly selected people at Indiana University Kokomo (150 faculty, 87 staff, 650 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"), 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"), and the total number of respondents to each question (raw number of respondents who did not leave a given item blank, labeled "Responses").

Unless indicated otherwise, the results shown are weighted to estimate the average response of the entire IUK 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, and 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 at Indiana University, Kokomo (IT at IUK) during the past year (e.g., computing resources, electronic mail, local area network, telephone consulting at 455-9315, World Wide Web, IUIS)?

Average
Satisfaction
Usage
3.99 ± .09
93.9 ± 2.6%
96.5%

2. Overall, how important are IT computing services at IUK to your work or study?

Average
Satisfaction
Usage
4.26 ± .10
93.8 ± 2.5%
98.1%

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

17.33 ± 1.62

hours

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert):
3.35 ± .08

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

Yes:

93.7%

a. What type of computer do you have at your residence?

 
Percentage checked
Responses
Intel-compatible computer running Windows 2000/XP 67.9% 220
Intel-compatible computer running other Windows operating Systems (e.g., NT, 98/ME) 25.2% 91
Apple Macintosh or compatible 1.5% 11
Unix workstation (including microcomputers running LINUX) 2.3% 7
Other 5.2% 17

ELECTRONIC MAIL

6. IT at IUK provides an electronic mail system to send messages (e-mail) to others at IUK and worldwide. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 
Average
Satisfaction
Usage
Microsoft Exchange/Outlook
3.65 ± .10
89.8 ± 3.2%
47.9%
Outlook Web Access
(www.iuk.edu/exchange, www.exchange.iu.edu )
3.62 ± .10
91.0 ± 3.0%
59.8%

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

 
Student
Staff
Faculty
Microsoft Exchange/Outlook
35.5%
90.0%
77.6%
Outlook Web Access
24.5%
10.0%
19.4%
Other
40.0%
N/A
3.0%

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

 
Student
Staff
Faculty
Always
40.7%
1.4%
12.3%
Frequently
33.0%
17.4%
23.1%
Occasionally
13.9%
46.4%
32.3%
Never
12.4%
34.8%
32.3%

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

Average
Satisfaction
Usage
3.61 ± .11
85.3 ± 3.7%
89.6%

USER SUPPORT SERVICES

10. IT at IUK 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

3.73 ± .12
85.3 ± 3.7%
23.6%
Walk-in consulting at the Help Desk (KO-057)
3.87 ± .12
85.6 ± 3.7%
43.2%
Online consulting resources (IU's Knowledge Base, IU's Computing Help Online )
3.58 ± .11
87.5 ± 3.5%
19.9%
Replacement of obsolete computers through the Desktop Replacement Fund
3.73 ± .10
88.7 ± 3.3%
18.9%
IUWare CD-ROM
4.05 ± .09
96.3 ± 2.0%
26.7%
Getting software via IUWare Online
4.20 ± .10
94.1 ± 2.5%
24.1%
Computer Services technical support staff overall
3.79 ± .11
86.8 ± 3.5%
50.4%
Knowledge and ability of Computer Services technical support staff
3.83 ± .10
88.1 ± 3.4%
52.2%
Courtesy and helpfulness of Computer Services technical support staff
3.98 ± .11
89.7 ± 3.2%
55.3%
Network Digital Copiers
3.69 ± .09
91.2 ± 3.0%
28.0%
Network Printers
3.60 ± .11
83.6 ± 3.8%
69.6%
Help Desk evening support (5:00pm - 7:00pm)
3.55 ± .11
88.7 ± 3.3%
21.8%

11. Over the past year, approximately how many times have you contacted the IT Help Desk?

1.67 ± .56

times

12. Overall, how satisfied are you with the IT desktop support services available at IUK?

Average
Satisfaction
Usage
3.81 ± .10
89.6 ± 3.2%
63.6%

STUDENT COMPUTING CENTERS

13. IT at IUK maintains a number of computer facilities and services designated specifically for student use and instruction. These include the open computer lab in KO-048 and SM-102, and the computer classrooms in KO-054, KO-080, KO-082, KO-179 , SM-201 and SM-224. It also includes the desktops and lap tops introduced in the Library and LEC. These services and facilities are all funded by the Student Technology Fee. If you have used such facilities and services during the past year, either as a faculty member or student, please indicate your level of satisfaction by circling the appropriate response.

 
Average
Satisfaction
Usage

Computer lab/computer classroom hardware (computer, scanners, etc.)

4.13 ± .10
94.6 ± 2.7%
90.4%[S,F]
Computer lab/computer classroom software
4.09 ± .10
95.0 ± 2.6%
88.0%[S,F]
Computer lab consulting overall
3.85 ± .13
90.9 ± 4.0%
68.7%[S]
Knowledge and ability of computer lab consultants
3.77 ± .14
88.0 ± 4.5%
68.6%[S]
Courtesy and helpfulness of computer lab consultants
3.74 ± .15
84.2 ± 5.1%
76.3%[S]
Computer lab /computer classroom overall
4.09 ± .11
93.6 ± 3.0%
90.9%[S,F]
Computer lab/Library cluster availability
3.94 ± .14
90.8 ± 4.1%
79.1%[S]
Oncourse (Internet-based distributed learning environment)
4.22 ± .10
94.4 ± 2.8%
95.4%[S,F]

14. how satisfied are you with the IT student computing services available at IUK?

Average
Satisfaction
Usage
3.99 ± .11
94.9 ± 2.7%
94.9%[S,F]

CENTER FOR TEACHING EXCELLENCE

15. Center for Teaching Excellence (CTE) at IUK provides a number of services designed to facilitate the use of instructional technologies in the classroom. [F, Staff]


a. Have you used any of these services?

Yes:

52.5%[F,Staff]

b. If you have consulted with Instructional Technologists, please indicate your overall satisfaction by marking the appropriate response.

Average
Satisfaction
Usage
4.46 ± .18
96.8 ± 4.7%
89.4% [F,Staff]

c. The CTE provides training in Microsoft and selected other software (Outlook, Word, FrontPage, Excel, Access, Power Point, Photoshop, Fireworks, Flash, XHTML) and Oncourse. If you have received any of the following services from the Center, please indicate your satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage

STEPS Training Courses (training in Software Products)

3.89 ± .18
94.7 ± 6.0%
28.0%[F,Staff]
Oncourse Training Courses (not part of Tech Camp)
4.30 ± .22
96.2 ± 5.2%
39.6%[F,Staff]
Special Technology Training (remote mouse, Vision)
4.41 ± .22
96.3 ± 5.2%
41.2%[F,Staff]
Ease of access to Tech CTE Computer Room (KO 068)
3.76 ± .29
83.0 ± 9.5%
61.4%[F,Staff]
Tech Camp
4.29 ± .22
95.7 ± 5.5%
35.9%[F,Staff]
Individual (one-on-one) Training
4.60 ± .16
97.6 ± 4.3%
63.1%[F,Staff]
Equipment (Hardware) in Tech CTE Computer Room (KO 068)
4.19 ± .19
97.1 ± 4.6%
52.1%[F,Staff]
Software in CTE Computer Room (KO 068)
4.10 ± .19
95.0 ± 5.7%
59.6%[F,Staff]
CTE Web Site (Technical Tips, Training Calendar, etc)
3.77 ± .20
93.6 ± 6.5%
47.0%[F,Staff]

d. Over the past year, approximately how many times have you contacted a CTE Instructional Technologist?

5.20 ± 1.35 [F,Staff]

times

e. Over the past year, approximately how many times have you used the CTE Computer Room (KO 068)

4.48 ± 1.60 [F,Staff]

times

f. Overall, how satisfied are you with the support services supplied by the CTE?

Average
Satisfaction
Usage
4.35 ± .17
98.5 ± 3.5%
95.7% [F,Staff]

CLASSROOM TECHNOLOGY SERVICES

16. IT at IUK provides support for twenty technology classrooms and Audio Visual Support. These include KA-105, KE-201, KO-072, KO-100, KO-110, KO-112, KO-150, KO-211, KO-276, KO-281, KO-287, KO-289, SM-101, SM-116, SM-125, SM-126, SM-129, SM-130, SM-209, and SM-226.

a. Have you ever taught in any of these classrooms?

Yes:

58.2%[F]

IT at IUK provides support for twenty technology classrooms and Audio Visual Support. These include KA-105, KE-201, KO-072, KO-100, KO-110, KO-112, KO-150, KO-211, KO-276, KO-281, KO-287, KO-289, SM-101, SM-116, SM-125, SM-126, SM-129, SM-130, SM-209, and SM-226. If you have taught in one of these technology classrooms, and used support services for those rooms, please indicate your level of satisfaction by marking the appropriate response.

b. Your experience over the past year with the equipment in technology classrooms

Average
Satisfaction
Usage
3.89 ± .28
94.7 ± 8.3%
97.4%[F]

c. Your experience over the past year with IT support services for the technology classrooms

Average
Satisfaction
Usage
4.06 ± .31
93.5 ± 9.0%
79.5%[F]

d. Your experience over the past year with Audio Visual Technicians

Average
Satisfaction
Usage
4.50 ± .23
100 ± 1.3%
82.1%[F]

e. Over the past year, how many times have you taught in one of the technology classrooms?

43.08 ± 20.97[F]

times

17. IT at IUK provides technology support for distributed education via the Virtual Indiana Classrooms (VIC) and Indiana Higher Education Telecommunication System (IHETS). These include KO-111, KO-177, and KO-214.

a. Do you use this technology, or its support services?

Yes:

11.9%

If you use this technology, and support services, please indicate your overall satisfaction by marking the appropriate response.

b. Your experience over the past year with the VIC technology

Average
Satisfaction
Usage
3.75 ± .15
99.4 ± 3.6%
70.0%

c. Your experience over the past year with the support services for VIC

Average
Satisfaction
Usage
3.50 ± .21
90.9 ±10.1%
69.4%

d. Over the past year, how many times have you taught in one of the VIC facilities on campus?

3.09 ± 4.28[F]

times

18. Classroom facilities vary from building to building and room to room at IUK. Overall, how satisfied are you with your classroom facilities on campus (e.g. in terms of lighting, acoustics, projector screens, and aesthetics)?

Average
Satisfaction
Usage
3.61 ± .11
87.5 ± 3.9%
97.5%[S,F]

19. 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
3.86 ± .23
92.9 ± 6.9%
83.6%[F]

UNIVERSITY INFORMATION SERVICES

20. 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 marking the appropriate response.

 
Average
Satisfaction
Usage
Library online catalog (INDYCAT/IUCAT)
3.87 ± .10
90.8 ± 3.1%
77.7%
Financial Information System (FIS)
3.62 ± .17
85.3 ± 6.2%
35.6%[F,Staff]
The Online Purchasing System (TOPS)
3.86 ± .14
93.0 ± 4.6%
31.6%[F,Staff]
Web Based Purchasing
3.94 ± .11
100 ± .4%
20.6%[F,Staff]
Information Access Services: IU Information Environment
3.60 ± .13
93.7 ± 4.4%
35.7%[F,Staff]
Information Access Services: Financial Data Retrieval System (FDRS)
3.79 ± .14
94.6 ± 4.1%
27.1%[F,Staff]
Information Access Services:
Information Center (FOCUS)
3.89 ± .16
90.1 ± 5.3%
7.0%[F,Staff]
Safeword cards
3.70 ± .21
83.8 ± 6.4%
56.9%[F,Staff]
INSITE (Web-based course listings, Bursar information, student advising, etc.)
4.17 ± .09
95.0 ± 2.3%
96.6%
Online student advising (IUCARE)
3.32 ± .11
82.1 ± 4.0%
26.9%

21. Overall, how satisfied are you with student support systems made available by University Information Services at IUK (e.g., INDYCAT/IUCAT, INSITE, etc.)?

Average
Satisfaction
Usage
4.04 ± .11
94.8 ± 3.2%
94.2%[S]

22. Overall, how satisfied are you with the administrative support systems available at IUK?

Average
Satisfaction
Usage
3.78 ± .14
93.3 ± 4.5%
80.5% [F,Staff]

NETWORK-BASED INFORMATION SERVICES

23. IT at IUK 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 marking the appropriate response.

 
Average
Satisfaction
Usage
Publishing on the IUK Web server (www.iuk.edu)
3.79 ± .19
88.0 ± 5.8%
31.5%[F,Staff]
Browsing on the IUK Web server (www.iuk.edu)
3.93 ± .09
95.9 ± 2.1%
87.7%
ITTraining (NETg) online training
3.38 ± .11
85.0 ± 3.7%
13.3%
IUK Campus Calendar
3.68 ± .11
85.3 ± 3.7%
50.1%
IU Search (search.iu.edu )
3.85 ± .10
90.7 ± 3.1%
48.1%

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

Average
Satisfaction
Usage
3.91 ± .08
96.1 ± 2.1%
89.0%

DATA NETWORK SERVICES

25. IT at IUK provides campus networking, data jack activations, and network repair services. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack)
4.09 ± .09
97.0 ± 1.9%
51.6%
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack)
4.11 ± .09
96.4 ± 2.1%
56.5%
Data jack activations
4.03 ± .10
94.1 ± 2.6%
17.3%
Data jack repair services
3.80 ± .10
91.8 ± 3.0%
12.6%
Internet and Web (WWW) access
4.28 ± .08
99.3 ± 1.0%
75.3%

26. Overall, how satisfied are you with the network services available at IUK?

Average
Satisfaction
Usage
4.07 ± .08
97.0 ± 1.9%
82.4%

TELEPHONE SERVICES

27. Telephone Services provides a wide range of services at IUK. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage
Campus Welcome Center
4.07 ± .10
90.3 ± 3.2%
47.0%
Telephone repair service
3.61 ± .12
80.6 ± 4.2%
8.2%
Campus office telephone service
3.72 ± .10
86.9 ± 3.6%
20.3%
Telephone equipment (e.g., telephone sets)
3.48 ± .13
75.7 ± 4.5%
19.1%
Online telephone directory
2.45 ± .21
49.1 ± 8.8%
69.7%[F,Staff]
Installation of campus office voice jacks and telephones
3.83 ± .14
96.4 ± 3.5%
41.0%[F,Staff]
Campus office long distance service
3.89 ± .15
92.3 ± 4.8%
69.8%[F,Staff]
Campus office voice mail service
3.58 ± .18
81.3 ± 6.8%
83.8%[F,Staff]

28. Overall, how satisfied are you with the services offered by Telephone Services at IUK during the past year (e.g., Long Distance Calling Service, Telephone Service, Telephone Features, Voice Mail, Campus Switchboard, and Telephone Equipment)?

Average
Satisfaction
Usage
3.81 ± .10
89.4 ± 3.2%
38.7%

GENERAL ASSESSMENT

29. How helpful has the information technology environment at IUK been in your teaching activities?

Average
Satisfaction
Usage
3.98 ± .22
92.1 ± 7.3%
95.5%[F]

30. How helpful has the information technology environment at IUK been in your research activities?

Average
Satisfaction
Usage
3.95 ± .11
94.4 ± 2.8%
90.4% [S,F]

31. How helpful has the information technology environment been in your learning experience at IUK?

Average
Satisfaction
Usage
3.94 ± .12
95.8 ± 2.9%
94.6%[S]

32. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUK.

Average
Satisfaction
Usage
2.32 ± .15
42.8 ± 6.8%
88.7%[S]

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

Average
Satisfaction
Usage
3.92 ± .09
95.9 ± 2.1%
95.6%

NON-IT SERVICES

34. Departments other than Information Technology offer services that are important to the functioning of the IUK computing environment. If you use such facilities and services, please indicate your satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage
Scheduling of computer classrooms provided by Academic Affairs
3.89 ± .30
86.1 ± 9.1%
54.5%[F]
Scheduling of technology classrooms provided by Academic Affairs
3.71 ± .32
84.2 ± 9.5%
57.6%[F]
Printing services provided by IUK's Central Printing
4.11 ± .16
91.1 ± 5.0%
77.7%[F,Staff]