2006 IT IUE 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 897 randomly selected people at Indiana University East (198 faculty, 99 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"), 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 IUE 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 the Information Technology at Indiana University, East (IT at IUE) during the past year (e.g., student computing facilities, electronic mail, staff and faculty computing environment, campus network, audio/video services, instructional technology, campus website services)?

Average Satisfaction Usage
4.09 ± .09 96.0 ± 2.4% 94.5%

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

Average Satisfaction Usage
4.43 ± .10 96.2 ± 2.3% 96.4%

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

  % Less than 1 hour % 1-5 hours % 6-10 hours % 11-15 hours % 16-20 hours % Over 20 hours
Students 1.0% 13.3% 21.0% 18.1% 13.3% 33.3%
Staff 0.0% 1.5% 7.5% 7.5% 9.0% 74.6%
Faculty 0.0% 7.1% 6.1% 16.2% 17.2% 53.5%

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.49 ± .09

5. What is your class standing?

  Percentage checked Responses
Freshman
21.2%
22 [S]
Sophomore
25.0%
26 [S]
Junior
30.8%
32 [S]
Senior
20.2%
21 [S]
Graduate
2.9%
3 [S]

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

Yes:

95.8%

a. What type of computer do you have at your residence? (Please select all that apply.)

  Percentage checked Responses
Intel-compatible computer running Windows 98/ME
6.8%
22
Intel-compatible computer running Windows 2000 or Windows XP
82.3%
212
Apple Macintosh or compatible
4.2%
20
Unix workstation (including microcomputers running LINUX)
2.7%
5
Other
5.5%
11

b. If you access IUE computing systems from off campus, please indicate the service you use. (Please select all that apply.)

  Percentage checked Responses
Commercial Internet Service Provider for lower speed service via telephone, 56kb/s and below (e.g., Microsoft Network, America Online, etc.)
24.0%
69
Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., SBC)
25.2%
59
Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.)
42.1%
98
Other
4.7%
11

ELECTRONIC MAIL

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

  Average Satisfaction Usage
Pine 3.76 ± .19 84.2 ± 5.7% 15.9%
WebMail 3.98 ± .20 91.7 ± 6.0% 87.5% [S]
Microsoft Outlook 4.30 ± .12 98.0 ± 2.5% 90.4%[F, Staff]
Other (e.g. Internet Explorer) 4.05 ± .14 91.4 ± 4.2% 80.7%

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

  Student Staff Faculty
Pine
1.0%
0.0%
0.0%
WebMail
68.3%
N/A
N/A
Microsoft Outlook
N/A
100%

77.1%

Other
30.8%
0.0%
22.9%

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

  Student Staff Faculty
Always
40.0%
3.2%
13.5%
Frequently
40.0%
19.0%
31.5%
Occasionally
9.0%
34.9%

24.7%

Never
11.0%
42.9%
30.3%

10. Overall, how satisfied are you with the electronic mail systems available at IU East?

Average Satisfaction Usage
3.97 ± .11 91.4 ± 3.4% 95.3%

USER SUPPORT SERVICES

11. 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 selecting the appropriate response.

  Average Satisfaction Usage

Online consulting resources (IU Knowledge Base, IUE IT web pages)

4.11 ± .10 96.7 ± 2.3% 41.7%
IU communications and publications on paper 3.98 ± .11 96.7 ± 2.3% 37.7%
IU News Vehicles (Newsbit, IT@IU, UITS items in JagNews) 3.64 ± .14 89.5 ± 3.9% 20.6%
IUE Information Technology news and announcements 4.06 ± .11 95.5 ± 2.6% 70.6%
IUE IT Orientation Guide 3.95 ± .12 94.3 ± 2.9% 27.9%
IUE live help (TechChat ) 4.05 ± .13 90.7 ± 3.6% 25.5%
Knowledge and ability of IUE Help Desk consultants 4.17 ± .12 89.4 ± 3.7% 71.0%
Courtesy and helpfulness of IUE Help Desk consultants 4.35 ± .10 94.4 ± 2.8% 71.1%
IUE Help Desk overall 4.27 ± .11 94.5 ± 2.8% 72.0%
Education program hands-on computing classes (STEPS & PROSTEPS) 3.92 ± .10 98.8 ± 1.5% 16.1%
NETg online training 3.67 ± .12 86.8 ± 4.2% 14.6%
Getting software via IUWare Online 4.27 ± .12 93.1 ± 3.2% 43.9%
IUWare CD-ROM 4.15 ± .13 87.9 ± 4.0% 39.9%

12. Overall, how satisfied are you with the IT user support services available at IU East?

Average Satisfaction Usage
4.10 ± .10 97.6 ± 1.9% 89.9%

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

13. 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 selecting the appropriate response.

  Average Satisfaction Usage

Student Computer Lab hardware (computers, printers, etc.)

4.21 ± .12 94.4 ± 3.3% 86.3% [S, F]
Student Computer Lab software 4.27 ± .11 97.6 ± 2.3% 80.4% [S, F]
Knowledge and ability of Student Computer Lab consultants 3.94 ± .13 91.1 ± 4.1% 56.0% [S, F]
Courtesy and helpfulness of Student Computer Lab consultants 3.98 ± .15 89.2 ± 4.4% 55.0% [S, F]
Student Computer Labs overall 4.09 ± .13 95.4 ± 3.0% 85.9% [S, F]
Information Commons 4.22 ± .14 91.4 ± 4.1% 46.3% [S, F]
Oncourse CL (Internet-based distributed learning environment):
Availability
3.82 ± .17 84.8 ± 5.3% 90.6% [S, F]
Oncourse CL (Internet-based distributed learning environment):
Features and functions
3.47 ± .18 76.2 ± 6.0% 91.0% [S, F]

14. Overall, how satisfied are you with IT instructional and student computing services available at IU East?

Average Satisfaction Usage
4.03 ± .12 94.2 ± 3.4% 89.8% [S, F]

CLASSROOM TECHNOLOGY SERVICES

15. IT 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 selecting the appropriate response.

  Average Satisfaction Usage

Knowledge and helpfulness of classroom technology service staff (from A/V services to SMART classroom)

3.93 ± .21 89.9 ± 6.4% 71.1% [F]
Usability of TLC equipment 3.78 ± .22 82.8 ± 7.9% 59.8% [F]
Usability of VIC and other two-way video equipment 3.38 ± .24 72.4 ± 9.3% 30.2% [F]
Usability of SMART classroom equipment 3.52 ± .24 83.9 ± 7.9% 66.0% [F]
Availability of the equipment 3.54 ± .24 81.6 ± 8.1% 77.6% [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
3.38 ± .20 81.3 ± 8.2% 93.8% [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
3.65 ± .23 80.7 ± 8.2% 84.7% [F]

UNIVERSITY INFORMATION SERVICES

18. Through the University Information Services Division, IT 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 selecting the appropriate response.

  Average Satisfaction Usage
Library online catalog (INDYCAT/IUCAT) 4.14 ± .12 92.0 ± 3.3% 70.2%
Student Information System (SIS) 4.12 ± .10 94.3 ± 2.9% 57.4%
OneStart 3.96 ± .13 89.1 ± 3.8% 98.6%
Financial Information System (FIS) 3.99 ± .11 98.7 ± 2.1% 41.9% [F, Staff]
The Online Purchasing System (EPIC) 3.62 ± .13 92.4 ± 4.4% 34.3% [F, Staff]
IU Information Environment (IUIE) 3.57 ± .17 85.2 ± 5.7% 46.7% [F, Staff]
Financial Data Retrieval System (FDRS) 3.78 ± .14 89.9 ± 4.9% 27.8% [F, Staff]
Safeword cards 3.64 ± .17 84.1 ± 5.8% 57.2% [F, Staff]

19. Overall, how satisfied are you with student support systems (SIS, IUCAT) made available by University Information Services at IU East?

Average Satisfaction Usage
4.13 ± .17 95.5 ± 4.5% 86.3% [S]

20. Overall, how satisfied are you with the administrative support systems made available by University Information Services at IU East?

Average Satisfaction Usage
3.90 ± .13 93.5 ± 4.0% 82.5%[F,Staff]

WEB-BASED INFORMATION SERVICES

21. IT supports access to and use of various web-based information services and tools. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Accessibility of the IUE Web site (www.iue.edu) 4.34 ± .09 98.1 ± 1.8% 99.8%
Information available on the IUE Web site 4.09 ± .11 94.4 ± 2.8% 99.8%
Publish information/web pages on the IUE Web site 3.53 ± .19 79.0 ± 6.5% 76.0%[F, Staff]
Ease of navigation of the IUE Web site 4.02 ± .12 91.6 ± 3.4% 98.9%
IUE Intranet (EastNet) 3.77 ± .16 88.8 ± 5.1% 42.0%[F, Staff]

22. Overall, how satisfied are you with IUE Web services?

Average Satisfaction Usage
4.15 ± .10 94.6 ± 2.8% 98.1%

NETWORK SERVICES

23. IT provides campus networking for faculty and staff, and repair services. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.05 ± .12 90.1 ± 3.7% 41.7%
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.10 ± .11 93.5 ± 3.1% 46.3%
Reliability of campus wireless network connection 3.98 ± .14 90.4 ± 3.6% 43.8%
Speed of campus wireless network connection 4.00 ± .13 88.7 ± 3.9% 44.6%

24. Overall, how satisfied are you with the IT network services available at IU East?

Average Satisfaction Usage
4.15 ± .10 96.3 ± 2.4% 76.6%

TELECOMMUNICATION SERVICES

25. IT provides a wide range of telephone services to the IU East campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
IUE Welcome Center 4.01 ± .12 95.5 ± 2.6% 42.7%
Campus office telephone service 3.67 ± .16 86.4 ± 5.4% 88.2%[F, Staff]
Campus telephone directory (via EastNet) 3.41 ± .20 73.9 ± 7.1% 55.7%[F, Staff]
Campus office long distance service 3.83 ± .16 90.0 ± 4.8% 80.2%[F, Staff]
Campus office voice mail services 3.94 ± .15 92.4 ± 4.3% 86.2%[F, Staff]

26. Overall, how satisfied are you with the telecommunications services offered by IT during the past year (e.g., long distance calling service, telephone service, voice mail, telephone directory, and welcome center)?

Average Satisfaction Usage
3.88 ± .13 95.2 ± 3.5% 91.7%[F, Staff]

GENERAL ASSESSMENT

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

Average Satisfaction Usage
3.69 ± .19 90.0 ± 6.4% 93.8% [F]

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

Average Satisfaction Usage
3.59 ± .21 88.2 ± 7.3% 59.3% [F]

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

Average Satisfaction Usage
4.04 ± .16 96.9 ± 3.8% 94.1% [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 IU East.

Average Satisfaction Usage
2.48 ± .26 48.4 ±10.2% 93.0% [S]

31. Overall, how would you compare the quality of the services (including telecommunications, computing, and computer networking) offered by the IT department at IU East during the past year to previous years?

Average Satisfaction Usage
3.67 ± .08 98.4 ± 1.6% 74.1%

 NON-IT SERVICES

32. Departments other than IT offer computing services that are important to the functioning of the IU East computing environment. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Knowledge and ability of Instructional Technologist at Teaching and Learning Center (TLC) 4.24 ± .13 94.6 ± 3.7% 70.6%[F,Staff]
Courtesy and helpfulness of Instructional Technologist at TLC 4.36 ± .13 94.8 ± 3.7% 73.0%[F,Staff]
Workshops & trainings offered at TLC 4.05 ± .15 90.9 ± 4.6% 62.1%[F,Staff]
Teaching and Learning Center overall 4.10 ± .14 91.8 ± 4.4% 73.9%[F,Staff]