2012 UITS IUSB User Survey Summary

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%