1994 UCS User Survey - Summary Results


COMMENTS

For most of the questions, the average response, level of satisfaction, and estimated usage are reported in column format. The average score is simply an average of the respondents' answers if they specified a rating of on the scale of 1 to 5 (1=not at all satisfied with a service, 5=very satisfied). The level of satisfaction is the percentage of respondents who answered 3 to 5 on the 5 point scale. Usage is the percent of respondents who felt they had enough experience with a given service to make a judgement concerning their satisfaction (i.e. their response ranges from 1 to 5 and therefore did respond that they had little or no knowledge of a service). In parentheses immediately following the usage percentage, is the total number of respondents who expressed an opinion -- eg. "95.1% (360)" indicates that three-hundred and sixty individuals rated this service. For more information on the sample and a copy of the survey instrument, see the Methodology and Survey Form sections, respectively.


GENERAL

1. Overall, how satisfied are you with the services offered by University Computing Services (UCS) during the past year?

Average
4.12
Satisfaction
99.1%
Usage
97.3% (907)

2. Overall, how important are UCS systems and services (e.g., electronic mail, VMS Cluster, library online catalog, AIE, campus network, telephone consulting at 5-6789, public computing facilities) to your work or study?

Average
4.39
Usage
99.1% (919)

3. About how many hours did you use a computer in the past seven days?

Average
15.66
hours

4. Would you call yourself a computer novice or expert?

Average
2.84

5. Where have you used a computer most frequently this semester?

At home
18.2%
In your office or lab (at work)
81.0%
Other
0.8%

6. Do you personally own a microcomputer (e.g., PC or Macintosh)?

Yes
56.3%

6a. Does your microcomputer have a modem, either external or internal?

Yes
73.4%

6b. Do you plan to buy a microcomputer in the next twelve months?

Yes
29.5%

7. If you have used any of the UCS public computing facilities (sites, computer labs) such as those in HPER 155, Business 417, Library 102, Lindley 004, and Student Building 231, please indicate your overall satisfaction with them.

Average
3.86
Satisfaction
95.8%
Usage
82.9% (573)

8. If you use UCS public computing facilities, please rate the following items.

Average Score
Satisfaction Percentage
Usage Percentage
Consultants in the public computing facilities (sites, computer labs)
3.61
86.6%
76.4% (472)
Computers (PCs, Macintoshes, NeXT computers, Sun SPARCstations)
4.18
98.0%
92.5% (472)
Application software (WordPerfect, Lotus 1-2-3, etc.)
4.34
98.0%
82.1% (472)
Printing services
3.79
89.0%
86.8% (471)
Special services (file/diskette conversions, graphics file conv 9:25AMersions, graphics printing, etc.)
3.85
95.1%
44.6% (466)
Classes on how to use computer programs available in public computing facilities
3.70
89.6%
35.1% (467)
Documentation available in public computing facilities
3.69
87.6%
44.3% (465)

9. Please indicate the THREE most important improvements UCS can make to public computing facilities.

Percentage circled of those who answered question 9
More access to the public network
44.7%
Longer hours of operation in public computing facilities
42.7%
More "express" workstations (InfoStations) for information access and electronic mail
37.1%
More consultants
10.4%
Better trained consultants
18.1%
More computing classes and workshops (JumpStarts)
16.0%
More public UNIX workstations
9.2%
More public laser printers
41.1%
More public plotters
1.9%
Other
16.1%

USER SUPPORT SERVICES

10. University Computing Services publishes a bimonthly newsletter, informational brochures, quick guides, and a computing education catalog. They also provide help and information in various electronic forms. We're interested in whether you have found these sources of information useful in the past year.

Average Score
Satisfaction Percentage
Usage Percentage
UCS Times news magazine (paper)
3.34
81.4%
20.9% (895)
UCS Times news magazine (electronic)
3.21
71.9%
8.2% (885)
UCS Monitor newsletter (electronic)
3.26
76.4
10.6% (884)
Usenet news groups (i.e., ucs.news, ucs.general, ucs.system)
3.67
85.2
14.6% (879)
UCS Gopher services
3.84
90.4
28.9% (891)
UCS documentation; i.e., quick guides, folios (paper)
3.74
89.5
32.0% (887)
UCS documentation; i.e., quick guides, folios (electronic)
3.50
79.4
14.7% (875)
UCS Computing Education Catalog (paper)
3.57
84.3
18.8% (888)
UCS Computing Education Catalog (electronic)
3.35
78.7
6.7% (881)
AIENEWS
3.47
83.5
34.2% (888)
11. UCS provides a range of assistance for computer users. If you have received any help from any of the following sources in the past year, please indicate your satisfaction.
Average Score
Satisfaction Percentage
Usage Percentage
Computing support personnel employed by your department
3.92
91.0
46.3% (885)
Telephone consulting (UCS Support Center/Help Desk, 5-6789)
3.95
90.3
45.1% (897)
Walk-in consulting, disk recovery, VMS/UNIX account services, documentation (UCS Support Center, IMU 061)
4.16
93.5
38.6% (892)
Electronic mail consulting via UCSHELP or IUISHELP
3.98
92.7
23.5% (893)
Online consulting resources (Support Center Knowledge Base, PICS server, INSTRUCT server, etc.)
3.78
90.0
8.0% (881)
UCS Computing Advisors (departmental acquisition consulting, computing service requests for network connections, etc.)
3.83
90.6
32.7% (509)
Computing Advisor on Call (5-4960)
3.76
92.4
19.4% (510)
UCS computer repair and installation (e-mail: MAINT)
3.80
90.1
27.0% (504)
ACCESS MicroCenter (5-0910, IMU 059)
4.11
94.9
29.7% (893)
JumpStart classes
3.76
87.6
24.1% (604)
Workshops and other UCS education classes
3.98
95.5
14.9% (890)
Center for Innovative Computer Applications (CICA)
4.07
96.0
4.7% (892)
Database Support Group (consulting support for database applications)
3.88
89.6
4.3% (892)
LETRS (Humanities Computing/Library Electronic Text Resource Service)
3.92
92.3
5.3% (894)
Center for Statistical and Mathematical Computing (STATMATH, 618 E. Third St.)
3.99
93.7
4.5% (896)
Resource Center for Digital Presentation Technology (Student Building 230)
4.41
95.3
3.8% (894)

12. When you have a problem with how to use a computer, the network, or a computer program such as WordPerfect or electronic mail, how likely are you to use the following sources for help?

Percentage of people who answered "likely"
Solve it yourself (from manuals, help screens, networked help such as Gopher servers)
86.7%
Ask a colleague
60.9%
Ask a computing support person employed by your department
88.1%
Ask UCS (5-6789, UCSHELP, Support Center,
68.3%

13. Please indicate the THREE most important improvements UCS can make to support services.

Percentage circled of those who answered question 13
News and announcements about computing services delivered to your e-mail address
34.0%
News and announcements about computing services available on electronic bulletin boards (i.e., news groups, Gopher)
21.7%
Easier access to public domain and shareware software
34.1%
Better access to Gopher
25.7%
More computing support staff in your department
26.2%
Shorter wait time when calling the Support Center (5-6789)
16.5%
More personalized consultation from UCS, focused on the needs of your department
26.0%
More classes and information for computing support staff in your department
17.7%
Better information on UCS plans for supported software and equipment
18.0%
Other
7.5%

14. Which of these improvements to user education and training services would be more important to you?

Percentage circled of those who answered question 14
More UCS computing classes (sections)
36.3%
Lower charges for UCS education and training
10.3%


ELECTRONIC MAIL

15. UCS supports a variety of electronic mail systems to send messages (e-mail) to others at IU and at other institutions worldwide, such as VMS e-mail, BITNET/Internet, EMMA, and Eudora. Please indicate your satisfaction with the following electronic mail services.

Average Score
Satisfaction Percentage
Usage Percentage
VMS (VAX) e-mail
4.35
94.5
93.2% (903)
Elm (or other UNIX-based mail on UCS systems)
4.28
93.7
11.1% (866)
EMMA
3.77
79.4
7.3% (869)
EZ Mail
3.80
78.5
18.6% (861)
Workstation-mail (Eudora, Pegasus, WP Office, etc.)
4.29
93.4
8.6% (869)
BITNET/Internet
4.29
96.6
58.7% (891)

16. Do you encounter problems addressing e-mail messages? If so, please indicate the most common problems for you.

Percentages circled of those who answered question 16
Finding an e-mail address at IU
8.1%
Finding an e-mail address at another institution
63.7%
Forwarding my e-mail from one machine to another, removing forwarding
12.5%
Finding my own BITNET/Internet address
16.5%
Knowing what error messages mean (e.g., "host unknown," 'timeout waiting for input")
34.5%
Finding a machine name at a remote sight
18.2%
Other
7.8%


NETWORK SERVICES

17. UCS is responsible for the network running between campus buildings, for the "backbone" network running between the eight IU campuses, and for connecting IU to the national network (the Internet). Please indicate your overall satisfaction with the following network services.

Average Score
Satisfaction Percentage
Usage Percentage
Networks available to your office or building
3.81
84.9
71.9% (895)
Network reliability
3.78
91.8
77.5% (890)
Availability of dial-in lines
3.02
67.4
56.2% (883)
Education and training on how to use network services
3.03
70.7
43.3% (873)
Publications and quick guides on how to use network services
3.27
78.1
53.1% (881)
Information on new network services
3.07
70.1
41.8% (883)
Information on planned changes to current network services
3.11
72.3
40.7% (882)
General consulting support
3.57
86.2
56.5% (878)

18. UCS supports access to and use of various network information services and tools. If you use such tools, please indicate your overall satisfaction with them.

Average Score
Satisfaction Percentage
Usage Percentage
Gopher
3.68
90.4
34.4% (876)
ListServers
3.93
93.4
17.5% (866)
Usenet news groups (rn, Trumpet, Nuntius, etc.)
4.25
93.9
8.7% (864)
CD-ROM network access
4.04
92.0
20.3% (864)
World Wide Web
3.41
75.8
7.3% (856)
Availability of information regarding services available over the network
2.97
63.6
29.9% (859)

19. Many departments use high performance UNIX workstations (Sun, NeXT, HP/Apollo, RS/6000s) to support their faculty, staff, and students. If you use UNIX workstations, please indicate your overall satisfaction with them.

Average Score
Satisfaction Percentage
Usage Percentage
UNIX workstation(s) you use
4.09
95.8
23.4% (273)
Installation and upgrade support
3.86
86.6
16.7% (260)
System administration training and documentation
3.29
72.1
17.8% (261)
Technical consulting and information exchanges
3.68
80.3
16.7% (261)
Problem resolution
3.51
73.9
19.2% (261)

20. Many departments use local area networks (LANs) to support their faculty, staff, and students. If you use LANs, please indicate your overall satisfaction with them.

Average Score
Satisfaction Percentage
Usage Percentage
Local area networks (LANs) you use
3.78
87.5
47.2% (673)
Installation and upgrade support
3.55
79.3
37.0% (661)
System administration training and documentation
3.28
73.8
35.5% (661)
Technical consulting and information exchanges
3.38
75.9
34.7% (661)
Problem resolution
3.43
77.1
37.1% (662)

21. Please indicate the THREE most important improvements UCS can make to network services.

Percentage circled of those who answered question 21
Ability to print an electronic mail message at the printer of your choice on the Bloomington campus (such as PC, Macintosh, and LAN printers)
41.8%
Ability to find out about information and resources anywhere on the network, and how to use them
41.5%
Ability to send and receive compound documents or multi-part electronic mail (text, graphics, images, spreadsheets, sound, video)
24.5%
Ability to send and receive video or use multimedia applications over the network
13.7%
Ability to retrieve, display, and print the full content (text, graphics, etc.) of a journal article in your academic discipline, for a fee
23.9%
Ability to access commercial databases, such as Dow Jones, Nexis, and Lexis, directly from your personal computer or workstation
22.9%
Greater access to public domain databases, such as the public information maintained by the U.S. government and the ERIC Clearinghouse
21.8%
Ability to participate in electronic discussion groups and bulletin boards with others sharing your interests
17.4%
Ability to work as a member of a group electronically (e.g., a class, research team, or committee -- sharing ideas, preparing a manuscript or report, compiling a shared bibliography, or conducting a meeting online)
16.4%
Other
2.9%


INFORMATION SERVICES

22. Please indicate your satisfaction with the following services.

Average Score
Satisfaction Percentage
Usage Percentage
Academic Information Environment (AIE)
4.09
95.8
79.6% (901)
Library Online Catalog (IO)
4.04
93.2
87.7% (904)
Online Schedule of Classes Display
3.83
90.4
37.9% (509)
Student Advising (IUCARE)
3.90
90.8
12.9% (895)
Electronic Roster Distribution System
3.80
86.6
41.5% (511)
Menu Driven Schedule of Classes Display
4.00
91.9
44.9% (898)
Online Purchasing System (TOPS)
3.79
85.3%
25.6% (293)
Information Center (FOCUS)
3.68
85.5%
23.7% (291)

23. UCS offers custom application development services for mainframes (e.g., IUIS, VAXes ) and

microcomputers (e.g., PCs and Macintoshes). The services include designing, programming, testing, implementing and maintaining automated systems. Were you aware of these services?

Yes
27.9%


ACCESS TO INSTITUTIONAL DATA

24. UCS serves as a central repository and steward for many types of institutional data. These include, for example, student data, grades, personnel data and faculty records, financial data, library information, and others. Does your position require access to such computer-based information, data, and/or services?

1
Yes
44.5%
2
No
46.8%
3
Don't know
8.7%

24a. Do you have access to all of the institutional data you need for your instructional, research, or support functions?

1
Yes
57.6%
2
No
20.9%
3
Don't know
21.5%

24b. Why have you had difficulty in obtaining this information?

Percentages circled of those who answered question 24b
Getting permission to access it.
18.5%
Using software retrieval tools
20.0%
Verifying report data
3.0%
Connectivity or equipment not available
12.3%
No access to software documentation
10.8%
Don't know how to get access
66.7%
Screen formats too complex
23.2%
Don't know
17.0%
Other
12.1%


SHARED COMPUTING SYSTEMS

25. UCS operates a number of shared computing systems such as the VMS Cluster (Amber, Aqua, Gold, etc.), the Ultrix computers (Bronze, Copper, and Silver), the "VM machine" (IUBVM), and the "administrative" computer (IUIS). Please indicate your overall satisfaction with these systems.

Average Score
Satisfaction Percentage
Usage Percentage
VMS Cluster (Amber, Aqua, Gold, etc.)
4.15
95.2
92.0% (897)
The "administrative" computer (IUIS, student advising, Library Online Catalog, online schedule of classes, etc.)
3.97
92.7
71.6% (888)
Ultrix systems (Bronze, Copper, Silver)
4.07
95.9
20.4% (877)
The "VM machine" (IUBVM)
3.44
70.0
2.3% (876)
The STARRS machines (Draco, Orion, Virgo, Pegasus, etc.)
3.87
80.6
3.9% (465)

26. Please check the ONE UCS system that you use most often, or that is most important to your work or study.

Percentages circled of those who answered question
VMS Cluster (Amber, Aqua, Gold, etc.)
77.0%
IUIS (student advising, Library Online Catalog, Online schedule of classes, etc.)
9.0%
Ultrix systems (Bronze, Copper, Silver)
3.7%
IUBVM (the "VM machine")
0.0%

27. For the system you checked, please indicate your satisfaction with the following aspects of its performance.

Average Score
Satisfaction Percentage
Usage Percentage
Response time
3.61
87.5
98.5% (385)
Accessibility (number of simultaneous users, ability to log on, sign on, etc.)
3.50
79.7
99.1% (385)
Availability (scheduled hours of operation)
4.00
94.9
97.8% (386)
Reliability (up time)
3.90
96.3
95.8% (385)
Information about software and equipment changes
3.38
83.6
67.2% (380)
Disk space available to you
3.70
88.0
70.9% (382)
Input and output services (printing, plotting, etc.)
3.43
87.2
66.7% (382)
Classes on how to use this system or applications on it
3.39
88.9
30.9% (381)
Documentation
3.24
84.0
37.1% (379)
General consulting support
3.68
90.6
62.3% (380)
Batch performance
3.71
98.1
20.7% (376)
Application software
3.71
91.5
37.2% (377)
Languages, compilers, editors
3.44
87.8
29.6% (378)
Tape support
3.41
91.5
11.4% (376)
Information Center (Focus) performance
3.71
88.2
40.0% (36)

28. Please indicate the THREE most important improvements UCS can make to shared computing systems.

Percentages circled of those who answered question 28
More computing support staff in your department
29.2%
Faster VMS computers
38.6%
A service for making CD-ROMs from individual, departmental, or institutional information
25.8%
Tools for backing up your personal computer or workstation over the network
28.3%
A data archiving and retrieval service
16.0%
More summary documentation about shared systems (quick guides)
20.5%
More in-depth documentation about shared systems (folios)
11.1%
More classes on how to use shared systems
21.5 %
More classes on what shared systems can do for you
19.6%
Other
5.5%

29. Which THREE of the following improvements would be most useful to you in your research?

Percentages circled of those who answered question 29
More quality computing support within your department
31.3
Better access to UCS technical specialists who will work with you extensively on your problems
27.2
Consulting services for use of departmentally-owned, open systems
13.2
Information on how to find and use network
43.3
Information tools such as Gopher, Usenet newsgroups, Lexis, Nexis and ERIC
17.2
More interactive graphing/visual data analysis tools
23.0
Greater availability, either within your department or in dedicated "research" clusters, of UNIX or open systems workstations (e.g., Sun, NeXT, HP, RS/6000s)
8.3
Centrally-managed network file services for archival and retrieval of large datasets
4.1
Centrally-managed network file services for backup of workstation/LAN based files
3.9
Other
4.1