prepared by
Center for Statistical and Mathematical Computing
METHODOLOGY
The IT User Survey is administered by the IU Center for Survey Research. Surveys were sent to 1,100 randomly selected people at Indiana University South Bend (200 faculty, 200 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"), 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 IUSB 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).
GENERAL USER SUPPORT SERVICES
1. 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.
| Average | Satisfaction | Usage | |
| Support Center staff (DW 1245) - knowledge and ability [All] | 4.06 ± .13 | 89.0 ± 4.1% | 59.5% |
| Support Center staff (DW 1245) - courtesy & helpfulness [All] | 4.14 ± .14 | 89.5 ± 4.0% | 60.7% |
| Support Center staff (DW 1245) - responsiveness [All] | 3.99 ± .14 | 89.1 ± 4.1% | 61.7% |
| Database programming and support [All] |
3.95 ± .15 | 85.8 ± 4.6% | 36.1% |
| UITS Web pages [All] | 3.97 ± .13 | 90.8 ± 3.9% | 64.3% |
| Availability of information concerning IT computers and services [All] | 3.97 ± .14 | 87.8 ± 4.3% | 67.5% |
| UITS Communications (email, print, online) [All] | 4.05 ± .13 | 92.2 ± 3.5% | 84.5% |
| STARTUP classes in computing labs [F,S] | 3.50 ± .20 | 79.3 ± 7.4% | 32.7% |
| Technology training classes provided through Extended Learning Services [F,Staff] | 4.05 ± .15 | 94.0 ± 3.9% | 29.8% |
| Self-study services (Lynda, MS eLearning courses) [All] | 4.13 ± .13 | 94.1 ± 3.1% | 45.2% |
| UCET Technology training classes [F] | 4.31 ± .23 | 96.6 ± 5.6% | 50.9% |
| IU Knowledge Base [All] | 3.96 ± .14 | 91.9 ± 3.6% | 68.9% |
| IUware Online [All] | 4.29 ± .14 | 89.9 ± 4.0% | 78.6% |
2. Overall, how satisfied are you with the general UITS user support services available at IU South Bend? [All]
| Average | Satisfaction | Usage |
| 3.93 ± .14 | 91.2 ± 3.8% | 89.6% |
STUDENT TECHNOLOGY CENTERS
3. UITS maintains a number of Student Technology Centers (student computing labs) designated specifically for student use and instruction. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage | |
| Student Technology Center hardware | 4.02 ± .12 | 92.0 ± 3.6% | 61.0% |
| Student Technology Center software | 4.21 ± .11 | 94.5 ± 3.1% | 65.8% |
| Availability of Student Technology Centers | 4.06 ± .13 | 90.6 ± 3.8% | 70.4% |
| Knowledge and ability of Student Technology Center consultants | 3.71 ± .15 | 83.6 ± 4.9% | 60.6% |
| Courtesy and helpfulness of Student Technology Center consultants | 3.71 ± .16 | 82.3 ± 5.0% | 63.8% |
| Cleanliness of Student Technology Centers | 4.10 ± .13 | 91.1 ± 3.8% | 71.6% |
4. Net Express workstations are located in hallways and lobbies on campus. Please indicate your satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage |
| 3.47 ± .16 | 74.0 ± 5.7% | 59.7% |
5. If you have used one of our mobile laptop PC units in the classroom, please indicate your satisfaction by selecting the appropriate response. [F, S]
| Average | Satisfaction | Usage |
| 3.96 ± .23 | 83.9 ± 6.6% | 34.8% |
6. Overall, how satisfied are you with UITS instructional and Student Technology Centers available at IU South Bend? [All]
| Average | Satisfaction | Usage |
| 3.83 ± .14 | 88.2 ± 4.3% | 76.8% |
CLASSROOM TECHNOLOGY SERVICES
7. UITS provides permanently installed classroom technology equipment and support for all generally-scheduled classrooms. If you use these facilities and services, please indicate your satisfaction by selecting the appropriate response. [F]
| Average | Satisfaction | Usage | |
| Classroom tech staff – knowledge and ability | 4.37 ± .23 | 93.9 ± 7.0% | 83.1% |
| Classroom tech staff – courtesy and helpfulness | 4.51 ± .19 | 98.0 ± 4.5% | 84.5% |
| Classroom tech staff - responsiveness | 4.49 ± .19 | 98.0 ± 4.5% | 83.1% |
| Classroom technology equipment | 3.94 ± .26 | 88.7 ± 9.0% | 89.8% |
8. UITS provides technology equipment and support for events. If you use these services, please indicate your satisfaction by selecting the appropriate response. [F]
| Average | Satisfaction | Usage | |
| AV staff for events – knowledge and ability | 4.64 ± .18 | 100 ± .9% | 38.6% |
| AV staff for events – courtesy and helpfulness | 4.77 ± .13 | 100 ± .9% | 38.6% |
| AV staff for events - responsiveness | 4.77 ± .15 | 100 ± .9% | 37.9% |
| Quality of AV technology for events | 4.41 ± .24 | 90.9 ± 8.3% | 37.9% |
9. Overall, how satisfied are you with classroom technology and event services? [All]
| Average | Satisfaction | Usage |
| 3.98 ± .12 | 94.1 ± 3.1% | 89.3% |
MEDIA SERVICES AND VIDEO CONFERENCING
10. UITS supports the student multimedia production studio located in the library and produces videos for the campus. If you use these facilities and services, please indicate your satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage | |
| Media Services staff – knowledge and ability | 3.88 ± .14 | 92.4 ± 3.6% | 32.3% |
| Media Services staff – courtesy and helpfulness | 4.03 ± .14 | 92.4 ± 3.6% | 32.3% |
| Media Services staff - responsiveness | 4.03 ± .14 | 92.4 ± 3.6% | 32.3% |
| Media Services quality of products and services | 3.82 ± .14 | 92.3 ± 3.6% | 32.1% |
11. UITS provides videoconferencing equipment and support in several locations on campus. If you use these services, please indicate your satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage | |
| Videoconferencing staff – knowledge and ability | 4.31 ± .09 | 100 ± .2% | 13.6% |
| Videoconferencing staff – courtesy and helpfulness | 4.24 ± .10 | 100 ± .2% | 13.7% |
| Videoconferencing staff – responsiveness | 4.24 ± .10 | 100 ± .2% | 13.6% |
| Videoconferencing equipment – performance and reliability | 4.18 ± .10 | 99.6 ± 1.1% | 13.8% |
12. Overall, how satisfied are you with media and videoconferencing services? [All]
| Average | Satisfaction | Usage |
| 4.12 ± .12 | 93.5 ± 3.4% | 19.8% |
DATA / TELECOM SERVICES
13. UITS provides campus networking, data activations, telephone service and phone repair. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.
| Average | Satisfaction | Usage | |
| Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] | 4.34 ± .14 | 95.5 ± 3.5% | 80.2% |
| Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] | 4.26 ± .14 | 96.2 ± 3.3% | 84.3% |
| Wireless network availability [All] | 3.87 ± .14 | 84.2 ± 4.8% | 84.3% |
| Wireless network reliability [All] | 3.68 ± .15 | 79.9 ± 5.3% | 84.2% |
| Campus Switchboard (520-4872 or 0) [All] | 3.95 ± .15 | 91.6 ± 3.7% | 33.1% |
| Telephone support staff – knowledge and ability [F,Staff] | 4.53 ± .10 | 98.5 ± 2.1% | 66.0% |
| Telephone support staff – courtesy and helpfulness [F,Staff] | 4.58 ± .10 | 100 ± .3% | 66.2% |
| Telephone support staff – responsiveness [F, Staff] | 4.47 ± .12 | 97.2 ± 2.8% | 66.7% |
| Telephone equipment (e.g., telephone sets) [F,Staff] | 3.98 ± .16 | 91.7 ± 4.6% | 84.1% |
| Online telephone directories [F,Staff] | 3.68 ± .18 | 82.2 ± 6.2% | 82.8% |
| Campus office voice mail services (520-4848) [F,Staff] | 4.18 ± .14 | 94.2 ± 3.9% | 88.1% |
14. Overall, how satisfied are you with data and telecommunication services? [All]
| Average | Satisfaction | Usage |
| 3.97 ± .13 | 91.9 ± 3.7% | 81.8% |
GENERAL ASSESSMENT
15. How helpful has the information technology environment at IU South Bend been in your teaching activities? [F]
| Average | Satisfaction | Usage |
| 4.29 ± .24 | 96.4 ± 5.8% | 100% |
16. How helpful has the information technology environment at IU South Bend been in your research activities? [S,F]
| Average | Satisfaction | Usage |
| 3.83 ± .18 | 88.3 ± 5.9% | 80.7% |
17. How helpful has the information technology environment at IU South Bend been in your learning experience? [S]
| Average | Satisfaction | Usage |
| 3.98 ± .24 | 90.2 ± 7.7% | 87.1% |
18. Overall, how satisfied are you with information technology services (including Support Center, classroom technology, student labs, database support, office computers, Web-based information, media services, video conferencing, network and telephone systems) offered by UITS during the past year? [All]
| Average | Satisfaction | Usage |
| 4.04 ± .13 | 93.0 ± 3.4% | 91.3% |
ELECTRONIC MAIL
19. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at IU 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] | 4.03 ± .27 | 89.4 ± 7.9% | 94.3% |
| Imap/Cyrus Mail [F, Staff] | 3.80 ± .17 | 92.4 ± 5.0% | 14.3% |
| Microsoft Exchange/Outlook/Outlook Web Application [F,Staff] | 4.29 ± .13 | 95.6 ± 3.5% | 96.4% |
20. Which e-mail system do you use most often? [F, Staff]
| Staff | Faculty | |
| Imap/Cyrus Mail | .0% | 5.5% |
| Microsoft Exchange/Outlook/Outlook Web Application | 100.0% | 94.5% |
21. If IU e-mail is not your primary account, have you set it to automatically forward to your primary e-mail account? [All]
|
Yes: |
40.4% |
22. How often do you check your IU e-mail? [All]
| Several times a days | Once a day | Several times a week | Once a week | Less than once a week | |
| Students | 50.7% | 19.7% | 16.9% | 2.8% | 9.9% |
| Staff | 99.0% | .0% | 1.0% | .0% | .0% |
| Faculty | 93.0% | .0% | 3.5% | .0% | 3.5% |
23. UITS provides an anti-spam service to quarantine potential spam e-mail. Indicate your overall satisfaction by selecting the appropriate response. [All]
| Average | Satisfaction | Usage |
| 4.28 ± .12 | 91.9 ± 3.6% | 82.5% |
24. Overall, how satisfied are you with the e-mail services provided by UITS? [All]
| Average | Satisfaction | Usage |
| 4.27 ± .12 | 93.6 ± 3.3% | 97.5% |
ONCOURSE
25. 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. [F,S]
a. From where do you connect to Oncourse?
| Campus | Home | Both locations | Do not use | |
| Students | 2.9% | 7.4% | 89.7% | .0% |
| Faculty | 14.0% | .0% | 80.7% | 5.3% |
b.Indicate your level of satisfaction with Oncourse at IU:
| Average | Satisfaction | Usage |
| 4.16 ± .17 | 92.3 ± 5.0% | 99.8% |
UNIVERSITY INFORMATION SERVICES
26. UITS helps to support 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 | |
| Student Information Systems: General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [All] | 4.01 ± .13 | 92.0 ± 3.7% | 85.4% |
| Student Information Systems: Academic Advising Services [All] | 3.42 ± .16 | 74.9 ± 5.7% | 69.1% |
| Student Information Systems: Register for Classes[S] | 3.78 ± .25 | 86.6 ± 8.7% | 95.7% |
| Student Information Systems: Bursar Services [S] | 3.95 ± .28 | 88.7 ± 8.3% | 91.2% |
| Student Information Systems: Financial Aid Services [S] | 3.87 ± .29 | 86.7 ± 8.7% | 85.7% |
| Student Information Systems: Faculty Services (rosters, grades) [F] | 4.06 ± .21 | 96.2 ± 5.9% | 92.9% |
| Human Resources Management System (HRMS): E-Doc Services [Staff] | 3.96 ± .19 | 89.3 ± 6.4% | 53.3% |
| Human Resources Management System (HRMS): TIME-IU time keeping system [F,Staff] | 3.68 ± .17 | 88.9 ± 5.2% | 63.8% |
| Faculty Annual Report (FAR) [F,Staff] | 3.00 ± .19 | 67.7 ± 7.5% | 46.3% |
| Financial Information System (FIS) [F,Staff] | 3.68 ± .16 | 87.9 ± 5.4% | 54.5% |
| IU Information Environment including Financial Data Retrieval System [F,Staff] | 3.58 ± .17 | 84.7 ± 5.9% | 43.7% |
| Library online catalog (INDYCAT/IUCAT) [All] | 3.95 ± .14 | 88.6 ± 4.3% | 76.5% |
| OneStart Portal: Navigation/Usability [All] | 3.82 ± .14 | 84.3 ± 4.9% | 91.2% |
| OneStart Portal: OneStart Calendar / Classifieds [S] | 3.78 ± .28 | 81.8 ± 9.8% | 78.6% |
27. Overall, how satisfied are you with student support systems made available by UITS? (e.g., online schedule of classes, financial aid, registration, add/drop, IUCAT, etc.) [S, F]
| Average | Satisfaction | Usage |
| 3.93 ± .19 | 88.6 ± 5.9% | 98.1% |
28. Overall, how satisfied are you with the administrative support systems available at IU? [F,Staff]
| Average | Satisfaction | Usage |
| 3.80 ± .14 | 92.9 ± 4.3% | 90.5% |
ABOUT YOU
31. How would you rate your computer expertise? [All]
| Average Expertise (1=novice, 5=expert): | 3.61 ± .10 |
32. Do you have a computer (laptop or desktop) at your residence? [All]
|
Yes: |
99.8% |
a. What type of computer is it?
| Percentage checked | Responses | |
| Computer running Windows | 79.8% | 191 |
| Apple Macintosh or compatible | 27.2% | 55 |
| Linux workstation | 1.3% | 2 |
| Other | 2.5% | 4 |
b. If you have a laptop, do you bring it to campus:
Yes: |
60.1% |
33. Please respond to the following items to give us a better understanding of you as a student at IU South Bend. [S]
a. How many classes do you take in a typical semester?
| 1 or 2 | 3 or 4 | More than 4 | |
| Students | 8.7% | 49.3% | 42.0% |
b. Would you describe yourself as a
| Traditional student (entered college immediately after high school; 24 years or under) | Non-traditional student (many years between high school and college; 25 years or older when starting college) | |
| Students | 52.2% | 47.8% |
c. While a student, do you
| Work full-time | Work part-time | Have no paid employment | |
| Students | 14.5% | 40.6% | 44.9% |
d. Are you a
| Male | Female | |
| Students | 38.6% | 61.4% |
34. 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 | |
| Students | .0% | 2.9% | 12.9% | 57.1% | 27.1% |
| Staff | .0% | .0% | 2.8% | 33.0% | 64.2% |
| Faculty | .0% | 1.8% | 3.6% | 25.0% | 69.6% |