2006 IT IUN User Survey Summary

prepared by

Center for Statistical and Mathematical Computing
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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 Northwest (200 faculty, 174 staff, 626 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 IUN 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 Services (IUNITS) during the past year (e.g., Student Technology Centers, computer equipped classrooms, electronic mail, computer network, telephone consulting at 981-HELP, World Wide Web)?

Average Satisfaction Usage
4.14 ± .10 95.9 ± 2.1% 99.0%

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

Average Satisfaction Usage
4.62 ± .07 99.0 ± 1.2% 98.2%

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
Student 1.9% 19.4% 23.1% 15.7% 12.0% 27.8%
Staff .8% 11.6% 9.3% 6.2% 10.9% 61.2%
Faculty .9% 9.8% 8.9% 10.7% 17.0% 52.7%

4. How would you rate your computer expertise?

Average Expertise (1=novice, 5=expert): 3.42 ± .09

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

Yes:

96.0%

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

  Percentage checked Responses
Intel-compatible computer running Windows 95 or 98/ME 11.6% 31
Intel-compatible computer running Windows XP or Windows 2000 78.1% 279
Apple Macintosh or compatible 5.3% 33
Unix workstation (including microcomputers running LINUX) 1.8% 5
Other 5.3% 13

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

  Percentage checked Responses
Local modem pool 3.7% 14
Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.) 17.0% 68
Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., SBC) 36.7% 118
Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., TCI, SBC, etc.) 28.3% 88
Campus Network 7.7% 34
Other 3.6% 10

ELECTRONIC MAIL

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

  Average Satisfaction Usage
Pine (the mailer on the IUB computers) 3.42 ± .14 85.4 ± 4.5% 21.5%
IUN WebMail 3.98 ± .11 90.0 ± 3.4% 91.1%
IU WebMail 3.86 ± .13 89.1 ± 4.0% 48.1%
Outlook Express 3.81 ± .13 84.4 ± 4.2% 41.9%
Netscape Messenger 3.63 ± .16 81.3 ± 5.1% 23.5%

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

  Student Staff Faculty
Pine 0.0% 0.0% 0.0%
IUN WebMail 60.7% 35.7% 48.2%
IU WebMail 1.9% 1.6% 1.8%
Outlook Express 10.3% 56.3% 42.7%
Netscape Messenger 0.0% 0.0% .9%
Other 27.1% 6.3% 6.4%

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

  Student Staff Faculty
Always 43.4% 9.9% 16.0%
Frequently 22.6% 23.1% 22.6%
Occasionally 21.7% 39.7% 31.1%
Never 12.3% 27.3% 30.2%

9. How satisfied are you with the central e-mail list server (Listserv@indiana.edu)?

Average Satisfaction Usage
3.97 ± .09 95.8 ± 2.2% 73.3%

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

Average Satisfaction Usage
3.95 ± .10 91.5 ± 3.0% 93.0%

USER SUPPORT SERVICES

11. IUNITS 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

Telephone consulting (IUNITS Support Center, 981-HELP, formerly "Help Desk")

3.80 ± .12 88.1 ± 3.5% 39.9%
Walk-in consulting at IUNITS Support Center (Raintree 204, account services, E-mail, microcomputer assistance, academic software installation) 3.99 ± .13 85.2 ± 3.8% 43.2%
Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online) 3.91 ± .12 90.8 ± 3.1% 31.7%
Online account creation process for central UITS computers 3.75 ± .13 85.2 ± 3.8% 30.2%
UITS communications and publications on paper 4.01 ± .11 89.2 ± 3.4% 26.2%
UITS News Vehicle (Monitor) 3.95 ± .11 93.5 ± 2.8% 16.9%
Availability of information concerning IUNITS computers and services 4.05 ± .11 94.6 ± 2.5% 39.8%
Education Program Hands-On Computing Classes 4.17 ± .10 95.3 ± 2.4% 41.6%
NETg online training 3.85 ± .12 92.8 ± 2.9% 13.6%
Getting software downloads via IUWare Online 4.24 ± .11 91.9 ± 3.0% 44.7%
IUWare CD-ROM 4.19 ± .10 95.0 ± 2.4% 38.4%

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

Average Satisfaction Usage
4.19 ± .08 97.7 ± 1.7% 89.9%

STUDENT TECHNOLOGY CENTERS

13. IUNITS maintains a number of computer facilities and services designated specifically for student use. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.
(Note: Student Technology Centers, or STCs, were formerly known as Open Computer Labs.)

  Average Satisfaction Usage

Student Technology Centers hardware (computers, scanners, etc.)

4.28 ± .17 96.7 ± 3.9% 87.6% [S]
Student Technology Centers software 4.29 ± .16 97.6 ± 3.4% 78.8% [S]
Student Technology Centers consulting overall 4.17 ± .18 96.2 ± 4.2% 75.0% [S]
Knowledge and ability of Student Technology Centers consultants 4.13 ± .19 93.6 ± 5.1% 74.3% [S]
Courtesy and helpfulness of Student Technology Centers consultants 4.00 ± .21 88.5 ± 6.5% 82.9% [S]
Student Technology Centers overall
4.26 ± .17 97.8 ± 3.3% 86.7% [S]

14. Overall, how satisfied are you with Student Technology Center services available at IUN?

Average Satisfaction Usage
4.26 ± .16 96.9 ± 3.8% 92.3% [S]

CLASSROOM TECHNOLOGY SERVICES

15. IUNITS 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

Instructional Media Services staff

3.73 ± .22 82.3 ± 7.5% 85.7% [F]
Instructional Media Services classroom equipment 3.43 ± .23 71.7 ± 8.8% 89.2% [F]
Advanced Technology (Multi-media) Classrooms 3.44 ± .23 73.8 ± 8.6% 75.7% [F]
Video Teleconferencing for meetings 3.82 ± .21 89.3 ± 6.3% 26.2% [F]
Video Teleconferencing for distance education courses 3.50 ± .21 83.3 ± 7.6% 11.4% [F]
Video production (editing, taping) 3.24 ± .28 64.7 ± 9.6% 16.2% [F]
Media duplication services 3.83 ± .18 94.4 ± 4.8% 17.1% [F]
Your experience with video teleconferencing technology 3.68 ± .19 90.9 ± 5.9% 21.0% [F]
Support services for video teleconferencing 3.38 ± .22 75.0 ± 8.7% 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
3.01 ± .22 60.9 ± 9.4% 98.2% [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
3.37 ± .24 72.0 ± 8.7% 96.4% [F]

UNIVERSITY INFORMATION SERVICES

18. 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 selecting the appropriate response.

  Average Satisfaction Usage
Oncourse (Internet-based distributed learning environment) 4.00 ± .21 88.5 ± 6.6% 92.3%  [S]
Library online catalog 3.89 ± .11 85.5 ± 3.8% 64.9%
Financial Information System (FIS) 3.82 ± .13 89.1 ± 4.1% 46.6% [F,Staff]
The Online Purchasing System (TOPS) 3.86 ± .13 92.0 ± 3.7% 24.5% [F,Staff]
Web-based Purchasing 3.69 ± .15 85.1 ± 4.8% 24.2% [F,Staff]
Information Access Services: IU Information Environment 3.77 ± .14 87.1 ± 4.5% 37.4% [F,Staff]
Information Access Services: Financial Data Retrieval System (FDRS) 3.86 ± .13 90.4 ± 4.0% 33.3% [F,Staff]
Information Access Services:
Information Center (FOCUS custom reports)
3.39 ± .17 67.5 ± 6.3% 12.3% [F,Staff]
Safeword cards 3.90 ± .14 87.5 ± 4.3% 58.1% [F,Staff]
INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.02 ± .23 88.2 ± 6.6% 81.7% [S]
Online student advising (IUCARE) 3.68 ± .28 75.0 ± 8.8% 27.2% [S]
Bursar bill payment through the automated telephone payment system 4.33 ± .19 94.5 ± 4.8% 53.4% [S]
Registration and Drop/Add using automated telephone system 4.34 ± .19 93.8 ± 5.1% 62.5% [S]

19. Overall, how satisfied are you with student support systems made available by University Information Services at IUN?

Average Satisfaction Usage
4.06 ± .17 94.4 ± 4.9% 85.6% [S]

20. Overall, how satisfied are you with the administrative support systems available at IUN?

Average Satisfaction Usage
3.85 ± .12 88.9 ± 4.1% 81.8% [F,Staff]

NETWORK-BASED INFORMATION SERVICES

21. IUNITS 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 selecting the appropriate response.

  Average Satisfaction Usage
Publishing on IUB Web servers (www.indiana.edu) 3.89 ± .11 90.8 ± 3.2% 29.5%
Browsing on IUN Web servers (www.iun.edu) 4.10 ± .10 94.8 ± 2.4% 79.6%
Personal Web home pages (php.indiana.edu) 3.85 ± .11 88.0 ± 3.6% 32.0%
IU Search (www.indiana.edu/resources/search.html) 3.83 ± .11 88.9 ± 3.4% 61.2%
IUN Events Calendar (http://www.iun.edu/~cal) 3.83 ± .11 88.8 ± 3.4% 68.6%

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

Average Satisfaction Usage
3.90 ± .09 95.2 ± 2.3% 84.1%

DATA NETWORK SERVICES

23. IUNITS provides campus networking, limited dial-in modem, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Limited dial-in modem service 3.76 ± .12 90.7 ± 3.2% 21.7%
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.19 ± .11 95.4 ± 2.9% 54.4% [F,Staff]
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 4.23 ± .11 95.4 ± 2.9% 63.8% [F,Staff]
Data jack activations 4.28 ± .12 97.4 ± 2.3% 19.2% [F,Staff]
Data jack repair services 4.32 ± .12 94.7 ± 3.1% 18.9% [F,Staff]
Internet and Web (WWW) access 4.31 ± .10 95.2 ± 2.3% 77.3%

24. Overall, how satisfied are you with the network services available at IUN?

Average Satisfaction Usage
4.18 ± .09 96.7 ± 2.0% 89.3%

VOICE SERVICES

25. The Telecommunications Division of IUNITS 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 selecting the appropriate response.

  Average Satisfaction Usage
Campus Switchboard 3.91 ± .12 88.9 ± 3.4% 55.0%
Telephone repair service 4.42 ± .09 98.3 ± 1.8% 51.1% [F,Staff]
Campus emergency telephone service 4.19 ± .12 93.3 ± 2.7% 29.3%
Telephone equipment (e.g., telephone sets) 3.67 ± .15 83.4 ± 4.8% 89.3% [F,Staff]
Centrally printed telephone directories 3.51 ± .15 76.6 ± 5.5% 83.2% [F,Staff]
Laminated quick phone list 3.50 ± .17 72.6 ± 5.8% 56.6% [F,Staff]
Installation of campus office data jacks and telephones 4.35 ± .10 97.2 ± 2.3% 48.6% [F,Staff]
Campus office long distance service 4.09 ± .12 94.0 ± 3.2% 82.3% [F,Staff]
Campus office voice mail services (274-6245) 3.68 ± .13 81.7 ± 4.1% 39.7%
Monthly invoice format 3.97 ± .13 91.9 ± 3.7% 25.7% [F,Staff]
Campus office telephone service consulting 4.20 ± .12 94.2 ± 3.2% 23.8% [F,Staff]
Teleconference service 3.91 ± .12 94.9 ± 3.0% 25.6% [F,Staff]

26. Overall, how satisfied are you with the services offered by the Telecommunications Division of IUNITS during the past year (e.g., long distance calling service, telephone service, telephone features, voice mail, Campus Switchboard, and telephone equipment)?

Average Satisfaction Usage
3.70 ± .11 83.8 ± 3.9% 56.5%

GENERAL ASSESSMENT

27. Please state your level of agreement with the following statement(s) concerning your experience at IUN:

a. I am given class assignments that require the use of computers.

Average Satisfaction Usage
4.34 ± .20 95.0 ± 4.6% 97.1% [S]

b. Enough training is available in the use of technological tools required for class.

Average Satisfaction Usage
4.07 ± .14 91.1 ± 4.0% 93.2%  [S, F]

c. Instructors make adequate use of technology in the courses they teach.

Average Satisfaction Usage
3.86 ± .22 88.5 ± 6.6% 100% [S]

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

Average Satisfaction Usage
3.68 ± .21 82.9 ± 7.4% 94.6% [F]

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

Average Satisfaction Usage
3.98 ± .14 93.2 ± 3.6% 91.8%  [S, F]

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

Average Satisfaction Usage
4.10 ± .19 95.7 ± 4.6% 96.9% [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 IUN.

Average Satisfaction Usage
2.77 ± .26 58.9 ±10.0% 88.2%  [S]

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

Average Satisfaction Usage
3.96 ± .09 97.0 ± 1.9% 93.2%