2005 IT IUS 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 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 (e.g., computing facilities, e-mail, office computing, computer network, IT Help Desk)?

Average
Satisfaction
Usage
4.26 ± .08
97.6 ± 1.7%
100%

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

Average
Satisfaction
Usage
4.73 ± .06
99.3 ± 1.0%
99.4%

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 marking the appropriate response.

 
Average
Satisfaction
Usage
IT - Help Desk consulting
4.08 ± .10
92.0 ± 2.9%
66.5%
Specialized consulting assistance
3.96 ± .11
91.7 ± 3.0%
41.8%

IU Knowledge Base

4.13 ± .09
95.3 ± 2.3%
63.1%
IT communications and publications on paper
4.00 ± .09
94.3 ± 2.5%
63.1%
Availability of printed information concerning IT
3.86 ± .10
91.1 ± 3.1%
67.6%

IT communications and publications via email

4.04 ± .10
91.9 ± 2.9%
79.4%
Availability of Web-based information concerning IT
4.03 ± .09
96.0 ± 2.2%
75.2%
Computing classes through Human Resources
3.99 ± .10
92.9 ± 2.8%
35.4%
Online training resources
3.80 ± .11
88.2 ± 3.4%
39.7%
Purchasing software from IUS Bookstore
4.33 ± .10
94.6 ± 2.4%
75.6%
Content of IUWare CD-ROM
4.07 ± .10
92.0 ± 2.9%
50.2%

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

Average
Satisfaction
Usage
4.15 ± .09
96.0 ± 2.1%
86.8%

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 marking the appropriate response.

Average
Satisfaction
Usage
4.31 ± .12
96.6 ± 2.9%
83.5% [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 marking the appropriate response.

 
Average
Satisfaction
Usage
Hardware (computers, scanners, etc.)
4.33 ± .09
95.8 ± 2.2%
96.5%
Software
4.35 ± .08
97.0 ± 1.9%
95.1%
Consulting overall
4.04 ± .11
92.1 ± 2.9%
72.8%
Knowledge & ability of student lab consultants
3.97 ± .11
90.1 ± 3.2%
81.8%

Courtesy & helpfulness of student lab consultants

4.11 ± .11
91.6 ± 3.0%
83.1%

Overall student computing support

4.14 ± .10
93.2 ± 2.7%
85.1%

Network storage space (CFS or J drive)

4.28 ± .11
91.9 ± 2.9%
85.4%
Audio-based learning facilities (language lab, etc.)
4.05 ± .14
89.3 ± 4.1%
49.3% [F,S]

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

Average
Satisfaction
Usage
4.21 ± .09
96.1 ± 2.1%
90.8%

8. Oncourse, a tool for creating and maintaining web-based teaching and learning resources, is available to faculty and students at Indiana University. Respond to the following in reference to your experience with Oncourse.

a. From where do you connect to Oncourse?

 
Campus
Home
Both locations
Do not use
Students
10.1%
6.0%
83.3%
.6%
Faculty
19.7 %
7.6%
69.7%
3.0%

b. Indicate your level of satisfaction with Oncourse at IU?

Average
Satisfaction
Usage
4.18 ± .12
94.7 ± 3.0%
100% [F,S]

ELECTRONIC MAIL

9. IU supports the Exchange/Outlook email system for faculty and staff, and the Webmail system for students. Please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage
Microsoft Exchange/Outlook
4.46 ± .11
98.7 ± 2.0%
92.7% [F,Staff]
Outlook Web Access
4.18 ± .12
95.8 ± 3.3%
86.9% [F,Staff]
Webmail access
4.00 ± .17
89.5 ± 4.9%
89.4% [S]

10. UITS provides an anti-spam service to quarantine potential spam e-mail. If you use this service, indicate your overall satisfaction by marking the appropriate response.

Average
Satisfaction
Usage
4.12 ± .11
91.9 ± 2.9%
44.9%

11. If you use an external mail service (e.g., Hotmail, Yahoo mail, AOL, etc.), indicate the usage frequency (please mark one):

 
Student
Staff
Faculty
Always
43.4%
4.5%
13.8%
Frequently
33.1%
13.6%
29.2%
Occasionally
13.3%
34.5%
29.2%
Never
10.2%
47.3%
27.7%

CLASSROOM TECHNOLOGY SERVICES

12. IUS - IT provides a number of services designed to facilitate the use of instructional technologies in the classroom. Please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage

IT-Media Services support staff

4.57 ± .18
96.2 ± 5.4%
80.3% [F]

IT mobile AV equipment (computer/projection carts)

4.32 ± .22
93.6 ± 6.7%
71.2% [F]

Classrooms with permanently installed AV equipment

4.17 ± .28
88.5 ± 8.5%
78.8% [F]

13. IUS - IT provides videoconferencing technology (Polycom). Please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage

Your experience with videoconferencing technology

3.73 ± .12
85.2 ± 3.9%
13.8%

Support services for videoconferencing

3.59 ± .11
85.3 ± 3.8%
12.3%

14. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with your classroom facilities (e.g. lighting, acoustics, furnishings, and aesthetics)?

Average
Satisfaction
Usage
3.48 ± .29
78.1 ±10.8%
98.5% [F]

15. 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
4.28 ± .21
96.7 ± 5.1%
92.4% [F]

UNIVERSITY INFORMATION SERVICES

16. 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
Student Information Systems: General functionality (Admissions, Advising, Bursar, Records, Financial Aid)
3.52 ± .17
83.9 ± 7.1%
53.9%[Staff]
Student Information Systems: Academic Advising Services
3.89 ± .13
85.0 ± 3.8%
81.8%
Student Information Systems: Register for Classes
4.01 ± .18
85.5 ± 5.5%
97.6%[S]

Student Information Systems:Bursar Services

4.09 ± .16
90.1 ± 4.7%
88.8%[S]
Student Information Systems: Financial Aid Services
3.76 ± .20
79.5 ± 6.3%
74.7%[S]
Student Information Systems: Faculty Services (rosters, grades)
4.15 ± .22
96.6 ± 5.1%
89.4%[F]

Human Resources Management System (HRMS): E-Doc Services

3.58 ± .18
84.6 ± 7.0%
45.6%[Staff]
Human Resources Management System (HRMS): TIME - IU time keeping system
3.77 ± .17
88.4 ± 5.0%
15.4%[F,Staff]
Financial Information System (FIS)
3.90 ± .15
89.8 ± 4.6%
41.7%[F,Staff]
IU Information Environment including Financial Data Retrieval System
3.84 ± .17
87.5 ± 5.0%
38.2%[F,Staff]
Purchasing/Accounts Payable
3.77 ± .17
86.2 ± 5.2%
30.9%[F,Staff]
Library online catalog (IUCAT)
4.14 ± .10
93.2 ± 2.7%
84.5%
OneStart Portal: Navigation/Usability
3.57 ± .13
80.0 ± 4.3%
88.2%

OneStart Portal: OneStart Calendar / Classifieds

3.46 ± .21
74.4 ± 6.9%
72.5%[S]

17. Overall, how satisfied are you with student support systems made available by University Information Services at IU? (e.g., online schedule of classes, financial aid, registration, add/drop, IUCAT, INSITE, etc.)

Average
Satisfaction
Usage
3.98 ± .14
89.8 ± 4.0%
99.0% [F,S]

18. Overall, how satisfied are you with the administrative support systems available at IU?

Average
Satisfaction
Usage
4.00 ± .12
95.3 ± 3.3%
84.5%[F,Staff]

WEB-BASED INFORMATION SERVICES

19. IUS - IT supports access to and use of various Web services and tools. Please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage

Publishing to IUS Web sites using Empower

3.93 ± .20
87.8 ± 6.5%
36.3%[Staff]

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

4.11 ± .09
94.6 ± 2.5%
96.5%

Personal Web pages (homepages.ius.edu)

4.05 ± .13
91.4 ± 3.8%
69.0%[F,S]

Search feature on IUS Web site

3.74 ± .12
85.4 ± 3.8%
84.2%

IUS Events Calendar

3.93 ± .11
90.3 ± 3.2%
85.4%

20. Overall, how satisfied are you with Web-based information services?

Average
Satisfaction
Usage
4.04 ± .09
94.5 ± 2.5%
94.1%

DATA NETWORK SERVICES

21. IUS - IT provides campus networking, data activations, and repair services. Please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage
Reliability of network
4.03 ± .12
95.7 ± 3.2%
92.1%[F,Staff]

Speed of network

4.19 ± .12
96.5 ± 2.9%
94.4%[F,Staff]

Repair of network connection

3.81 ± .12
87.5 ± 3.5%
47.0%

Web access

4.32 ± .09
95.2 ± 2.3%
84.3%

Wireless network access

4.19 ± .10
93.4 ± 2.7%
44.5%

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

Average
Satisfaction
Usage
4.20 ± .08
97.3 ± 1.8%
87.0%

TELEPHONE SERVICES

23. IUS - IT provides a wide range of telephone services to faculty, student, and staff customers. Please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage
Campus Switchboard (941-2000 or 0)
4.09 ± .12
88.1 ± 3.5%
43.2%

Telephone support service

3.96 ± .15
90.8 ± 4.4%
80.5%[F,Staff]

In-office telephone repair

3.98 ± .13
93.0 ± 4.0%
63.3%[F,Staff]

Telephone equipment (e.g. telephone sets)

3.78 ± .16
87.3 ± 5.1%
84.6%[F,Staff]

Printed telephone directories

3.83 ± .15
89.6 ± 4.7%
80.7%[F,Staff]

Installation of office network and telephone connections

4.01 ± .13
94.3 ± 3.6%
71.1%[F,Staff]

On-campus long distance service

3.85 ± .17
84.7 ± 5.5%
74.8%[F,Staff]

Voice mail services

3.96 ± .16
89.7 ± 4.7%
86.1%[F,Staff]

IUS-purchased cellular telephone services

3.76 ± .18
81.1 ± 6.0%
11.2%[F,Staff]

IUS-purchased pager services

3.75 ± .13
83.6 ± 5.7%
6.4%[F,Staff]

Monthly invoice format

3.97 ± .14
92.1 ± 4.2%
27.7%[F,Staff]

Campus pay phones

3.65 ± .14
79.1 ± 4.3%
30.9%

Campus 'house' phones

3.88 ± .13
87.4 ± 3.6%
28.3%

University teleconference services

4.06 ± .14
92.6 ± 4.1%
30.8%[F,Staff]

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

Average
Satisfaction
Usage
3.89 ± .11
87.4 ± 3.6%
52.7%

PRINTING AND COPYING SERVICES

25. IUS - IT supports all networked printers and multi-function printer/copiers on campus as well as the IUS Copy Center. Please indicate your overall satisfaction by marking the appropriate response.

 
Average
Satisfaction
Usage
Shared HP laser printers in office work groups or student computing areas
4.17 ± .09
95.8 ± 2.2%
89.0%

Savin multi-function printer/copiers in office work groups or student computing areas

4.10 ± .10
93.1 ± 2.8%
80.3%

Quality of printed pages

4.25 ± .10
93.7 ± 2.7%
94.7%

Faxing at printer/copiers

4.12 ± .15
91.7 ± 4.3%
51.8%[F,Staff]

Scan-to-email at printer/copiers

4.11 ± .15
92.9 ± 4.0%
32.2%[F,Staff]

Your experience with the IUS Copy Center (P&D)

4.15 ± .10
93.9 ± 2.6%
50.1%

Courtesy & helpfulness of IUS Copy Center staff

4.24 ± .10
95.1 ± 2.4%
49.4%

26. Overall, how satisfied are you with printing and copying services?

Average
Satisfaction
Usage
4.13 ± .09
96.7 ± 2.0%
92.0%

GENERAL ASSESSMENT

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

Average
Satisfaction
Usage
4.19 ± .23
90.6 ± 7.8%
97.0%[F]

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

Average
Satisfaction
Usage
4.21 ± .12
96.6 ± 2.5%
91.6%[F,S]

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

Average
Satisfaction
Usage
4.13 ± .15
95.6 ± 3.4%
96.9%[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 IUS.

Average
Satisfaction
Usage
2.74 ± .19
58.5 ± 7.7%
89.1%[S]

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

  22.25 ± 1.87

hours

32. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert):
3.57 ± .08

33. Do you have a computer at your home?

Yes:

98.5%

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

 
Percentage checked
Responses
Personal computer running Windows 95, 98/ME
25.4%
92

Personal computer running Windows NT, Windows 2000, or Windows XP

81.3%
262

Apple Macintosh or compatible

7.2%
32
Unix workstation (including microcomputers running LINUX)
3.4%
7

Other

.6%
5

b. If you access IUS computing systems from off-campus, please indicate the services you use. Please mark 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.)
47.8%
148

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

18.0%
51

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

29.7%
91

Other

5.2%
12

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

Average
Satisfaction
Usage
4.16 ± .09
96.9 ± 1.9%
97.0%