2012 UITS IUN User Survey Summary

prepared by

Center for Statistical and Mathematical Computing

METHODOLOGY

The UITS User Survey is administered by the Center for Survey Research. Surveys were sent to 1,092 randomly selected people at Indiana University Northwest (200 faculty, 192 staff, and 700 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").

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 UITS 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
4.28 ± .10 99.6 ± 1.2% 99.9%

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

Average Satisfaction Usage
4.72 ± .08 100 ± .3% 100%

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

Average Expertise (1=novice, 5=expert): 3.63 ± .11

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

Less than one year 1-4 years 5-9 years 10-19 years 20 years or more
Student .0% .0% 17.2% 65.5% 17.2%
Staff .0% .0% 5.3% 35.5% 59.2%
Faculty .0% .0% .0% 35.6% 64.4%

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

Less than 1 hour 1-5 hours 6-10 hours 11-15 hours 16-20 hours Over 20 hours
Student .0% 13.8% 13.8% 24.1% 13.8% 34.5%
Staff .0% 2.6% 6.6% 1.3% 2.6% 86.8%
Faculty .0% .0% 8.5% 10.2% 6.8% 74.6%

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

Yes: 99.2%

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

  Percentage checked Responses
PC running Windows 7 71.4% 98
PC running other Windows operating system (e.g. NT, 98/ME,2000, XP, Vista) 39.0% 69
Apple Macintosh 19.8% 28
Unix workstation (including microcomputers running LINUX) .0% 0
Smartphone or Tablet (iPad or other tablet device) 40.4% 62
Other (Please specify): _________ 1.6% 9

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

  Percentage checked Responses
Local modem pool 3.0% 3
Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.) .4% 3
High Speed DSL or cable modem connection (e.g., TCI, AT&T, Comcast, etc.) 84.8% 131
Other (please specify): _________ 6.1% 7

7. Do you use a mobile device (laptop, smartphone, etc.) while on campus? [All]

Yes No I don't own a mobile device
Student 75.9% 20.7% 3.4%
Staff 54.1% 40.5% 5.4%
Faculty 64.2% 32.2% 3.4%

a. If you bring a mobile device to campus, how do you access the network? [All]

Student Staff Faculty
IU Secure, IU Guest 77.3% 75.0% 78.9%
Personal Carrier Wireless (AT&T, Sprint, 3G, etc.) 45.5% 37.5% 23.7%
I don't access any network. 9.1% 7.5% 10.5%

b. What mobile device do you use on campus (select all that apply)? [All]

Student Staff Faculty
Laptop 66.7% 55.0% 63.9%
Smartphone 85.7% 77.5% 61.1%
Tablet 4.8% 12.5% 11.1%
iPad 23.8% 37.5% 16.7%
Other 14.3% 2.5% 2.8%

ELECTRONIC MAIL

8. UITS 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
Imail/Umail [S] 4.28 ± .27 100 ± 1.7% 100%
Imap/Cyrus Mail [F, Staff] 4.04 ± .20 95.9 ± 4.9% 25.5%
Microsoft Exchange/Outlook/Outlook Web Application [F,Staff] 4.32 ± .12 99.0 ± 2.1% 99.0%

9. Which UITS supported e-mail system do you use most often for university business? (select one.) [F, Staff]

  Imap/Cyrus Mail Microsoft Exchange/Outlook/Outlook Web Application
Staff 4.0% 96.0%
Faculty 3.4% 96.6%

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

  Always Frequently Occasionally Never
Students 51.7% 31.0% 6.9% 10.3%
Staff 12.2% 43.2% 33.8% 10.8%
Faculty 17.2% 24.1% 31.0% 27.6%

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 4.16 ± .15 93.3 ± 4.1% 91.0%
Central e-mail LISTSERV server and lists 3.94 ± .17 88.8 ± 5.4% 80.4%

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

Average Satisfaction Usage
4.27 ± .12 97.1 ± 2.8% 100%

CAMPUS AND UITS USER SUPPORT SERVICES

13. UITS 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
IT Support Center: Telephone consulting (981-HELP) 4.27 ± .13 98.6 ± 2.1% 45.0%
IT Support Center: Walk-in consulting (HH108) 4.20 ± .16 95.0 ± 3.6% 61.1%
IT Support Center: E-mail consulting (iunhelp@iun.edu) 4.48 ± .11 99.2 ± 1.7% 47.3%
IT Support Center: Communications from Support Center 4.22 ± .13 92.4 ± 4.3% 74.0%
IT Support Center: Courtesy and helpfulness of Support Center Consultants 4.36 ± .14 96.8 ± 3.0% 83.4%
Online consulting resources (Support Center Web site, Knowledge Base, Computing Help Online) 4.20 ± .12 98.9 ± 1.9% 55.3%
Online account creation process for central UITS computers 4.42 ± .09 99.4 ± 1.5% 52.7%
IT Training and Hands-On Computing Classes, IT Tech Tips, IT News Notes 4.30 ± .09 99.4 ± 1.5% 52.3%
IT Training self-study services (e.g., lynda.com, STEPS downloadable workshop materials,  Skillsoft and Microsoft eLearning courses, OnCourse Feature Demos) 4.34 ± .12 100 ± .3% 44.2%
IT Awareness events (e.g., Making IT Happen TechFest, IT Spring E-Cleaning) 4.26 ± .13 93.0 ± 4.3% 42.5%
Getting software downloads via IUWare Online 4.59 ± .10 99.3 ± 1.6% 73.0%
Purchasing software at a discounted rate through the Barnes & Noble Bookstore at IUN 4.58 ± .12 95.3 ± 3.6% 68.3%

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

Average Satisfaction Usage
4.29 ± .11 96.9 ± 3.0% 91.3%

STUDENT TECHNOLOGY CENTERS

15. UITS 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.) 4.31 ± .24 100 ± 1.7% 89.7%
Student Technology Centers software 4.46 ± .23 100 ± 1.7% 89.7%
Student Technology Center and Computer Lab Printing 4.27 ± .34 96.2 ± 8.8% 89.7%
Library Information Commons 4.48 ± .23 100 ± 1.7% 86.2%
Availability of student computers where and when you need access 3.89 ± .41 92.6 ±11.4% 93.1%
Knowledge and ability of Student Technology Centers consultants 3.96 ± .40 88.0 ±13.7% 86.2%
Courtesy and helpfulness of Student Technology Centers consultants 4.19 ± .37 92.6 ±11.4% 93.1%

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

Average Satisfaction Usage
4.19 ± .31 96.2 ± 9.0% 92.9%

CLASSROOM TECHNOLOGY SERVICES

17. UITS 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
Video conferencing for meetings 3.90 ± .30 90.0 ± 8.8% 53.6%
Video conferencing for distance education courses 3.50 ± .40 75.0 ±12.4% 7.3%
Video production editing 3.88 ± .34 87.5 ± 9.7% 14.5%
Media duplication services 4.18 ± .32 81.8 ±11.4% 20.8%
Your experience with video conferencing technology 3.75 ± .31 83.3 ±10.9% 44.4%
Support services for video conferencing 4.24 ± .24 90.5 ± 8.8% 38.9%
Instructional Media Services Staff 4.62 ± .15 100 ± .9% 69.6%
Courtesy and helpfulness of Instructional Media Services Staff 4.64 ± .13 100 ± .9% 70.9%

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

Yes: 77.6%

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

  Never Occasionally Frequently Always
Computer/Projector 2.2% 2.2% 17.8% 77.8%
Document camera 27.9% 18.6% 32.6% 20.9%
Your own laptop 77.5% 17.5% 5.0% .0%
VCR 51.2% 41.5% 7.3% .0%
DVD 26.8% 58.5% 14.6% .0%

   b. If you use the following classroom equipment, please indicate your overall satisfaction by selecting the appropriate response. [F]

  Average Satisfaction Usage
Computer 4.40 ± .22 97.8 ± 5.4% 100%
Projector 4.38 ± .21 97.6 ± 5.7% 95.5%
Your own laptop 4.30 ± .19 100 ± 1.2% 23.8%
VCR 3.91 ± .31 90.9 ± 9.8% 51.2%
DVD 4.43 ± .20 100 ± 1.2% 69.8%

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, and projector screens)? [F]

Average Satisfaction Usage
3.96 ± .22 92.9 ± 7.6% 98.2%

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

Average Satisfaction Usage
4.42 ± .15 100 ± % 93.0%

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] 4.08 ± .14 93.1 ± 4.8% 51.3%
Academic Advising Services [F, Staff] 3.96 ± .16 93.4 ± 4.7% 44.6%
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S] 4.18 ± .39 89.3 ±13.1% 96.6%
Faculty Services (rosters, grades) [F] 4.28 ± .19 98.0 ± 4.5% 87.7%
Oncourse CL (Web-based distributed learning environment) [S,F] 4.27 ± .17 96.0 ± 4.7% 92.8%
Library online catalog (INDYCAT/IUCAT) [All] 4.20 ± .15 89.2 ± 5.1% 83.4%

Business Systems: Human Resources Management System (HRMS) Average Satisfaction Usage
E-Doc Services [Staff] 4.03 ± .18 100 ± .8% 56.5%
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff] 4.40 ± .12 99.0 ± 2.2% 92.9%

Business Systems: Fiscal Systems Average Satisfaction Usage
Financial Information System (FIS) [F, Staff] 3.80 ± .21 80.9 ± 7.2% 46.7%
Purchasing/Accounts Payable (EPIC) [F, Staff] 4.04 ± .17 93.5 ± 4.7% 45.7%
Travel System [F, Staff] 3.81 ± .18 91.9 ± 5.2% 61.7%

Integration Systems Average Satisfaction Usage
IU Information Environment (IUIE) [F, Staff] 3.75 ± .20 83.4 ± 6.8% 55.6%
OneStart Portal: Navigation/Usability [All] 4.08 ± .13 96.2 ± 3.3% 98.0%
OneStart Calendar / Classifieds [All] 3.94 ± .18 88.0 ± 5.4% 74.7%

22. Overall, how satisfied are you with the availability, reliability, speed, and accuracy of the academic and business systems made available by Enterprise Software at IUN (e.g., Oncourse CL, student self-service, IUCAT, etc.)? [All]

Average Satisfaction Usage
4.19 ± .13 93.7 ± 4.1% 95.0%

23. Overall, how satisfied are you with the functionality of the academic and business systems made available by Enterprise Software at IUN (e.g., Oncourse CL, student self-service, IUCAT, etc.)? [All]

Average Satisfaction Usage
4.11 ± .14 93.4 ± 4.2% 94.8%

WEB-BASED SERVICES

24. UITS 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) 4.04 ± .14 95.5 ± 3.5% 57.9%
Browsing on IUN Web site (www.iun.edu) 4.07 ± .14 95.9 ± 3.4% 96.1%
Personal Web home pages 4.10 ± .14 95.2 ± 3.6% 52.3%
IU Search (search.iu.edu) 3.76 ± .18 85.5 ± 5.8% 88.4%
IUN Calendar (http://www.iun.edu/~cal) 3.61 ± .18 80.9 ± 6.4% 73.7%
IUN Web applications (e.g., events scheduler, schedule of classes) 3.92 ± .16 91.0 ± 4.8% 86.2%

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

Average Satisfaction Usage
3.94 ± .13 95.4 ± 3.5% 96.8%

DATA NETWORK SERVICES

26. UITS 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
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] 4.39 ± .14 99.1 ± 2.0% 74.9%
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] 4.25 ± .14 98.3 ± 2.7% 77.0%
Data jack activations and repairs [F, Staff] 4.36 ± .12 100 ± .4% 52.4%
Internet and Web (WWW) access [All] 4.41 ± .13 93.7 ± 4.1% 87.9%
Wireless network access [All] 4.39 ± .16 91.5 ± 4.7% 72.7%

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

Average Satisfaction Usage
4.44 ± .12 96.8 ± 3.1% 90.8%

VOICE SERVICES

28. The Telecommunications Division of UITS 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] 4.34 ± .12 97.7 ± 2.7% 44.0%
Telephone repair service [F,Staff] 4.34 ± .14 97.2 ± 3.3% 60.1%
Campus emergency telephone service [All] 4.39 ± .10 99.0 ± 1.9% 37.4%
Telephone equipment (e.g., telephone sets) [F,Staff] 4.05 ± .16 94.3 ± 4.4% 92.8%
Installation of campus office data jacks and telephones [F,Staff] 4.28 ± .14 97.6 ± 3.1% 68.8%
Campus office long distance service [F,Staff] 4.18 ± .16 94.2 ± 4.5% 91.4%
Campus office voice mail services (274-6245) [F,Staff]] 4.38 ± .10 98.6 ± 2.2% 42.3%
Monthly invoice format [F,Staff] 4.03 ± .16 97.3 ± 3.3% 25.3%
Campus office telephone service consulting [F,Staff] 4.23 ± .13 97.9 ± 2.9% 32.8%
Telephone conferencing with Speakerphone (Voice Only) [F,Staff] 4.38 ± .13 98.7 ± 2.5% 51.9%

29. Overall, how satisfied are you with the services offered by the Telecommunications Division of UITS 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
4.29 ± .11 99.1 ± 1.8% 58.8%

GENERAL ASSESSMENT

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

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

Average Agreement Usage
4.20 ± .21 89.4 ± 7.3% 95.5%

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

Average Agreement Usage
4.07 ± .40 85.2 ±15.5% 100%

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

Average Satisfaction Usage
4.46 ± .19 98.1 ± 4.5% 98.2%

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

Average Satisfaction Usage
4.32 ± .20 91.7 ± 6.6% 89.3%

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

Average Satisfaction Usage
4.26 ± .35 92.6 ±11.9% 100%

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
2.92 ± .62 54.2 ±21.4% 92.3%

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

Average Satisfaction Usage
4.41 ± .11 96.9 ± 3.0% 99.6%