2008 IT IUN User Survey Summary

prepared by

Center for Statistical and Mathematical Computing

Click here for aprintable version in Microsoft Word Format.

METHODOLOGY

The IT User Survey is administered by the IU Center for Survey Research. Surveys were sent to 1,200 randomly selected people at Indiana University Northwest (200 faculty, 150 staff, 850 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)? [All]

Average Satisfaction Usage
4.20 ± .08 95.2 ± 2.2% 97.6%

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

Average Satisfaction Usage
4.66 ± .06 99.4 ± .9% 99.4%

3. How would you rate your computer expertise? [All]

Average Expertise (1=novice, 5=expert): 3.57 ± .07

4. How long have you been using computers? [All]

Less then one year 1-4 years 5-9 years 10-19 years 20 years or more
Student 0.0% 3.2% 25.2% 63.2% 8.4%
Staff 0.0% 1.9% 7.7% 52.9% 37.5%
Faculty 0.0% 2.7% 3.5% 49.6% 44.2%

5. On a weekly basis, approximately how many hours do you use a computer? [All]

Less then 1 hour 1-5 hours 6-10 hours 11-15 hours 16-20 hours Over 20 hours
Student 0.0% 12.9% 17.4% 18.7% 18.7% 32.3%
Staff 0.0% 5.8% 10.7% 8.7% 7.8% 67.0%
Faculty 0.0% 4.5% 10.8% 10.8% 10.8% 63.1%

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

Yes: 97.2%

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

  Percentage checked Responses
M6A1. PC running Windows Vista 35.8% 99
M6A2. PC running Windows XP 72.7% 264
M6A3. PC running other Windows operating Systems (e.g. , NT, 98/ME,2000) 6.7% 30
M6A4. Apple Macintosh 5.3% 32
M6A5. Unix workstation (including microcomputers running LINUX) 0.2% 4
M6A6. Other (Please specify): _________ 2.9% 15

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

  Percentage checked Responses
Local modem pool 1.4% 8
Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.) 4.9% 27
High Speed DSL or cable modem connection (e.g., Comcast) 75.9% 263
Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., TCI, SBC, etc.) 11.3% 37
Other (please specify): _________ 4.2% 11

7. Do you use a laptop computer while on campus? [All]

Yes No I don't own a laptop computer
Student 38.4% 35.8% 25.8%
Staff 26.3% 38.9% 34.8%
Faculty 32.4% 51.3% 16.2%

   a. If you bring a laptop computer to campus, how do you access the network? [ALL]

Wireless I don't plug into the network
Student 94.9% 5.1%
Staff 95.9% 4.1%
Faculty 80.7% 19.3%

ELECTRONIC MAIL

8. UNITS 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 selecting the appropriate response.

  Average Satisfaction Usage
IU WebMail [All] 3.99 ± .11 90.6 ± 3.1% 82.3%
Microsoft Exchange/Outlook [F,Staff] 4.42 ± .10 97.8 ± 2.3% 80.1%
Outlook Web Access [F,Staff] 4.15 ± .13 92.6 ± 4.0% 79.1%

9. Which e-mail system do you use most often for university business? (Please mark only one.)

  Students Staff Faculty
IU WebMail [All] 85.9% 16.5% 17.0%
Microsoft Exchange/Outlook [F,Staff] N/A 62.1% 48.2%
Outlook Web Access [F,Staff] N/A 21.4 29.5%
Other (please specify) [All] 14.1% 0.0% 5.4%

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

  Students Staff Faculty
Always 32.9% 14.1% 10.8%
Frequently 29.7% 28.3% 30.6%
Occasionally 23.2% 33.3% 23.4%
Never 14.2% 24.2% 35.1%

11. How satisfied are you with the following email services? [All]

  Average Satisfaction Usage
Anti-spam service to move spam e-mail into a special folder 4.18 ± .10 91.5 ± 2.8% 86.1%
Central e-mail list server (Listserv)? 4.05 ± .09 92.4 ± 2.8% 80.1%

12. Overall, how satisfied are you with the electronic mail systems available at IUN? [All]

Average Satisfaction Usage
4.19 ± .09 92.5 ± 2.6% 97.0%


USER SUPPORT SERVICES

13. 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. [All]

  Average Satisfaction Usage
Telephone consulting (IUNITS Support Center, 981-HELP, formerly "Help Desk") 3.99 ± .10 89.1 ± 3.1% 32.4%
Walk-in consulting at IUNITS Support Center (Raintree 204, account services, E-mail, microcomputer assistance, academic software installation) 4.19 ± .11 92.8 ± 2.6% 36.3%
Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online) 3.78 ± .10 88.0 ± 3.3% 38.9%
Online account creation process for central UITS computers 4.06 ± .09 94.7 ± 2.3% 48.6%
UITS communications and publications on paper 3.91 ± .10 93.0 ± 2.6% 36.1%
Availability of information concerning IUNITS computers and services 4.03 ± .10 93.1 ± 2.6% 51.5%
IT Awareness events (e.g., Making IT Happen) 4.15 ± .10 94.6 ± 2.3% 39.1%
IT Training and Hands-On Computing Classes 4.37 ± .08 97.4 ± 1.7% 36.2%
NETg online training 4.00 ± .10 92.2 ± 2.7% 16.2%
Getting software downloads via IUWare Online 4.48 ± .08 95.9 ± 2.1% 60.9%
Purchasing software at a discounted rate through the Barnes & Noble Bookstore at IUN 4.43 ± .09 94.4 ± 2.3% 70.5%

14. Overall, how satisfied are you with the user support services available at IUN? [All]

Average Satisfaction Usage
4.07 ± .09 94.0 ± 2.4% 85.3%


STUDENT TECHNOLOGY CENTERS

15. IUNITS maintains 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.) [S]

  Average Satisfaction Usage
Student Technology Centers hardware (computers, scanners, etc.) 4.36 ± .13 95.8 ± 3.5% 93.4%
Student Technology Centers software 4.36 ± .13 94.6 ± 3.8% 85.5%
Lab printers 4.25 ± .15 93.2 ± 4.2% 96.1%
Library Commons 4.05 ± .15 92.7 ± 4.3% 81.0%
Availability of student computers where and when you need access 3.77 ± .18 81.6 ± 6.3% 96.7%
Knowledge and ability of Student Technology Centers consultants 4.03 ± .16 91.7 ± 4.6% 79.6%
Courtesy and helpfulness of Student Technology Centers consultants 4.14 ± .16 94.4 ± 3.9% 82.2%
Student Technology Centers overall 4.25 ± .13 97.2 ± 2.9% 94.7%

16. Overall, how satisfied are you with Student Technology Center services available at IUN? [S]

Average Satisfaction Usage
4.16 ± .14 95.3 ± 3.6% 97.4%


CLASSROOM TECHNOLOGY SERVICES

17. 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. [F]

  Average Satisfaction Usage
Instructional Media Services classroom equipment 3.37 ± .22 72.8 ± 8.6% 92.8%
Advanced Technology (Multi-media) Classrooms 3.42 ± .22 75.3 ± 8.4% 78.0%
Video Teleconferencing for meetings 3.57 ± .18 83.8 ± 7.3% 33.9%
Video Teleconferencing for distance education courses 3.40 ± .22 80.0 ± 7.9% 18.5%
Video production (editing, taping) 3.14 ± .24 71.4 ± 8.8% 31.8%
Media duplication services 3.57 ± .22 83.3 ± 7.4% 27.5%
Your experience with video teleconferencing technology 3.50 ± .20 82.4 ± 7.6% 31.8%
Support services for video teleconferencing 3.38 ± .23 75.9 ± 8.4% 26.9%
Instructional Media Services Staff 3.71 ± .24 80.6 ± 7.7% 92.8%

18. Over the current academic year, did you teach in one of the technology classrooms? [F]

Yes: 73.2%

   a. How often do you use the following devices in the technology classrooms? [F]

  Never Occasionally Frequently Always
Computer/Projector 2.4% 11.0% 31.7% 54.9%
Document camera 33.3% 17.9% 25.6% 23.1%
Your own laptop 72.2% 19.4% 4.2% 4.2%
VCR 29.5% 52.6% 15.4% 2.6%
DVD 22.8% 54.4% 20.3% 2.5%

19. 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)? [F]

Average Satisfaction Usage
3.00 ± .26 67.1 ±10.7% 100%

20. Overall, how satisfied are you with instructional technology support available in classrooms over the past year (e.g. delivery of equipment, permanent class room equipment equipment ordering procedures, support staff, selection of equipment)? [F]

Average Satisfaction Usage
3.32 ± .28 72.0 ±10.3% 92.6%


ENTERPRISE SOFTWARE

21. Through the Enterprise Software (ES) Division, UITS supports a number of information systems in support of administrative and academic services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

Academic Systems: Student Information Systems Average Satisfaction Usage
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [F, Staff] 3.96 ± .13 92.9 ± 3.6% 54.9%
Academic Advising Services [F, Staff] 3.71 ± .15 85.5 ± 4.9% 44.0%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S] 4.37 ± .15 94.7 ± 3.8% 98.7%
Faculty Services (rosters, grades) [F] 4.19 ± .16 97.0 ± 3.6% 91.8%
Oncourse CL (Web-based distributed learning environment) [S,F] 4.26 ± .11 94.0 ± 2.9% 94.4%
Library online catalog (INDYCAT/IUCAT) [All] 4.07 ± .10 93.9 ± 2.5% 77.4%

Business Systems: Human Resources Management System (HRMS) Average Satisfaction Usage
E-Doc Services [Staff] 4.23 ± .15 98.3 ± 3.1% 64.5%
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff] 4.32 ± .10 97.7 ± 2.2% 87.6%

Business Systems: Fiscal Systems Average Satisfaction Usage
Financial Information System (FIS) [F, Staff] 3.78 ± .14 89.4 ± 4.3% 48.9%
Purchasing/Accounts Payable (EPIC) [F, Staff] 4.08 ± .13 94.8 ± 3.1% 45.1%
Travel System [F, Staff] 3.64 ± .15 87.8 ± 4.5% 34.6%
Maintenance Management System (MMS) [Staff] 3.80 ± .20 86.7 ± 7.1% 15.2%
E-Commerce Systems [All] 3.92 ± .10 93.2 ± 2.6% 19.1%

Integration Systems Average Satisfaction Usage
IU Information Environment (IUIE) [F, Staff] 3.71 ± .13 89.8 ± 4.2% 51.4%
OneStart Portal: Navigation/Usability [All] 3.96 ± .10 88.5 ± 3.2% 90.6%
OneStart Calendar / Classifieds [ALL] 3.93 ± .10 89.9 ± 3.0% 73.3%

22. Overall, how satisfied are you with academic systems made available by Enterprise Software at IUN (e.g., Oncourse CL, student self-service, IUCAT, etc.) [S,F]

Average Satisfaction Usage
4.18 ± .10 95.6 ± 2.6% 98.3%

23. Overall, how satisfied are you with the business systems available at IUN? [Staff]

Average Satisfaction Usage
3.93 ± .15 96.6 ± 4.0% 86.3%


WEB-BASED SERVICES

24. 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. [All]

  Average Satisfaction Usage
Publishing on IUN Web servers (www.iun.edu) 4.02 ± .09 91.4 ± 2.9% 48.4%
Browsing on IUN web site (www.iun.edu) 4.17 ± .08 95.8 ± 2.1% 88.6%
Personal Web home pages 4.15 ± .08 95.9 ± 2.1% 54.7%
IU Search (search.iu.edu) 3.86 ± .09 89.6 ± 3.1% 76.8%
IUN Calendar (http://www.iun.edu/~cal) 3.90 ± .10 90.4 ± 3.0% 70.8%
IUN Web applications (e.g., events scheduler, schedule of classes) 4.13 ± .09 95.0 ± 2.2% 86.5%

25. Overall, how satisfied are you with web-based information services? [All]

Average Satisfaction Usage
4.09 ± .07 96.7 ± 1.9% 96.3%


DATA NETWORK SERVICES

26. 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
Dial-in modem service [All] 3.62 ± .13 89.5 ± 3.1% 12.5%
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] 4.05 ± .12 91.3 ± 4.0% 52.3%
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] 4.04 ± .12 92.1 ± 3.8% 59.1%
Data jack activations [All] 3.81 ± .12 88.6 ± 3.3% 11.2%
Data jack repair services [All] 3.89 ± .11 93.0 ± 2.6% 11.3%
Internet and Web (WWW) access [All] 4.49 ± .07 97.4 ± 1.7% 73.4%
Wireless network access [All] 4.23 ± .10 92.9 ± 2.7% 55.7%

27. Overall, how satisfied are you with the speed and reliability of data network services available at IUN? [All]

Average Satisfaction Usage
4.22 ± .09 94.5 ± 2.3% 92.5%

VOICE SERVICES

28. 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 [All] 4.03 ± .10 90.9 ± 2.9% 44.1%
Telephone repair service [F,Staff] 4.39 ± .11 96.3 ± 2.7% 51.6%
Campus emergency telephone service [All] 4.27 ± .10 94.3 ± 2.4% 33.3%
Telephone equipment (e.g., telephone sets) [F,Staff] 3.79 ± .15 83.7 ± 5.1% 93.7%
Centrally printed telephone directories [F,Staff] 3.19 ± .17 68.0 ± 6.3% 87.4%
Laminated quick phone list [F, Staff] 3.70 ± .17 76.9 ± 5.7% 55.7%
Installation of campus office data jacks and telephones [F,Staff] 4.20 ± .13 94.6 ± 3.2% 56.7%
Campus office long distance service [F,Staff] 4.09 ± .13 92.4 ± 3.7% 90.1%
Campus office voice mail services (274-6245) [All] 3.88 ± .11 86.1 ± 3.5% 37.2%
Monthly invoice format [F,Staff] 3.77 ± .12 92.8 ± 3.6% 24.8%
Campus office telephone service consulting [F,Staff] 4.16 ± .12 94.7 ± 3.2% 26.2%
Teleconference service [F,Staff] 3.88 ± .14 91.2 ± 4.0% 37.1%

29. 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)? [All]

Average Satisfaction Usage
3.97 ± .10 92.4 ± 2.7% 51.7%


GENERAL ASSESSMENT

30. 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.[S]

Average Agreement Usage
4.71 ± .11 98.0 ± 2.5% 100%

   b. Enough training is available in the use of technological tools required for class. [S, F]

Average Agreement Usage
4.24 ± .10 95.0 ± 2.7% 93.6%

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

Average Agreement Usage
4.07 ± .16 90.8 ± 4.8% 100%

31. How helpful has the information technology environment at IUN been in your teaching activities? [F]

Average Satisfaction Usage
3.73 ± .19 87.5 ± 6.5% 92.9%

32. How helpful has the information technology environment at IUN been in your research activities? [S,F]

Average Satisfaction Usage
4.21 ± .09 97.8 ± 1.9% 89.9%

33. How helpful has the information technology environment at IUN been in your learning experience? [S]

Average Satisfaction Usage
4.25 ± .12 98.0 ± 2.5% 98.0%

34. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUN. [S]

Average Agreement Usage
2.48 ± .21 44.2 ± 8.0% 95.5%

35. 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? [All]

Average Satisfaction Usage
4.06 ± .08 95.1 ± 2.2% 97.9%