1997 UNIVERSITY COMPUTING SERVICES SURVEY ON COMPUTING

AT INDIANA UNIVERSITY

University Computing Services is conducting this survey to determine the level of satisfaction with our services and to learn more about the computing habits and needs of faculty, students, and staff at IU. If you use computers, please fill out each question as completely as possible by circling your choice for each question. If you do not use computers at all, please complete and return the enclosed postcard. You do not need to complete and return this questionnaire.

Most of the questions ask for your level of satisfaction for a given service based on a five-point scale. The scale represents a spectrum: 1 signifies that you are not at all satisfied with a service, and 5 means you are very satisfied. If you are not familiar enough with a particular service to make an evaluation, please circle 7 for "cannot evaluate" this service. If you have no knowledge of the service in question, please circle 8 for "never heard of service" rather than not answering the question.

1. Overall, how satisfied are you with the services offered by University Computing Services (UCS) during the past year (e.g. public computing facilities, electronic mail, research computers, library online catalog, campus network, telephone consulting at 855-6789, World Wide Web, IUIS, Focus, Decision Support Services)?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8


2. Overall, how important are UCS systems and services to your work or study?

Not at All Important Very Important Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8


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

_______ hours


4. How would you rate your computer expertise?

Novice Expert
1 2 3 4 5


5. Do you have a computer in your home (desktop computer or a laptop that you use from home)?

Yes No (if "No" GO TO 6)


    a. If you have a computer at home, what type of computer is it?

1 IBM-compatible computer
2 Apple Macintosh or compatible
3 Unix workstation (including PCs running LINUX)


    b. If you have a computer at home, does your computer have a modem?

Yes No Don't know


    c. If you use a modem to access the IU computing systems, please indicate the service you call.

1 UCS standard modem pool (855-4211)
2 UCS extended modem pool (855-9222)
3 Commercial Internet Service Provider
4 Departmental modem pool or modem attached to office/laboratory workstation
5 Other (Please specify): ________________________________________________

    d. From From the above, please indicate which service you use most often (specify 1-5): __________



6. Where do you live (please circle one)?

Residence Hall Off-campus (apartment, house)


    a. If you live in a Residence Hall, does your computer have an Ethernet card?

Yes No Don't know


ELECTRONIC MAIL

7. UCS supports a variety of electronic mail systems to send messages (e-mail) to others at IU and at other institutions worldwide. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Pine (the mailer on the Shakespeare systems) 1 2 3 4 5 7 8
Elm (or other Unix-based mail on UCS systems) 1 2 3 4 5 7 8
Eudora 1 2 3 4 5 7 8
GroupWise 1 2 3 4 5 7 8
Microsoft Exchange 1 2 3 4 5 7 8
Mailing list servers (Majordomo, Listserv) 1 2 3 4 5 7 8


8. Which e-mail system, from those listed above, do you use most often (please circle one)?

Pine Elm Eudora Groupwise Microsoft Exchange Other (please specify): _________________


9. Overall, how satisfied are you with the electronic mail systems available at IU?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8




USER SUPPORT SERVICES

10. UCS provides a wide 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 by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Telephone consulting (UCS Support Center, 855-6789) 1 2 3 4 5 7 8
Walk-in consulting at UCS Support Center (IMU M084 disk recovery, account services, how-to guides) 1 2 3 4 5 7 8
Online consulting resources (UCS Help Online, UCS Knowledge Base) 1 2 3 4 5 7 8
Online sign-up system for accounts on UCS computers (telnet to "Account," account.ucs.indiana.edu, Account Services section of UCS Help Online) 1 2 3 4 5 7 8
UCS publications on paper (how-to guides, folios, contributed papers) 1 2 3 4 5 7 8
UCS publications on line (how-to guides, folios via WWW, UCS Times Online, UCS Monitor) 1 2 3 4 5 7 8
UCS Education Program (General Education for faculty, staff, students, and the public; JumpStarts for students) 1 2 3 4 5 7 8
Software distribution via SoftServe 1 2 3 4 5 7 8
IUWare CD ROM 1 2 3 4 5 7 8


11. Overall, how satisfied are you with the user support services available at IU?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8




DEPARTMENTAL SUPPORT

12. UCS provides a wide range of support and services directly to academic departments. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
UCS Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities) 1 2 3 4 5 7 8
Departmental Support Laboratory (855-0910, IMU 059; formerly ACCESS) 1 2 3 4 5 7 8
Consulting support for departmental and research databases and spreadsheets (Data Management Services, 855-4960) 1 2 3 4 5 7 8
Local area network support (LAN lab) 1 2 3 4 5 7 8
Education/Certification Classes for departmental computing support staff (EdCert) 1 2 3 4 5 7 8


13. Overall, how satisfied are you with departmental support services available at IU?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8




INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

14. UCS maintains a large number of computer facilities and services specifically designated for student use and instruction. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Public Computing Facilities hardware (computers, printers, etc.) 1 2 3 4 5 7 8
Public Computing Facilities software 1 2 3 4 5 7 8
Public Computing Facilities consulting overall 1 2 3 4 5 7 8
Knowledge and ability of Public Computing Facilities consultants 1 2 3 4 5 7 8
Courtesy and helpfulness of Public Computing Facilities consultants 1 2 3 4 5 7 8
Public Computing Facilities overall 1 2 3 4 5 7 8
Infostations (public computers for brief, stand-up e-mail sessions) 1 2 3 4 5 7 8
IUB Lockers (Argon, Neon, Krypton, Xenon, Kodiak, Panda) 1 2 3 4 5 7 8
Central instructional and general purpose systems (Copper, Zinc, EZinfo) 1 2 3 4 5 7 8
Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307) 1 2 3 4 5 7 8


15. Overall, how satisfied are you with instructional and student computing services available at IU?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8




RESEARCH FACILITIES AND SERVICES

16. Alone, or in partnership with other campus units, UCS provides facilities and services in support of research. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Central research systems (STARRS, Chrome, Cobalt) 1 2 3 4 5 7 8
High performance computers (supercomputers - IBM SP, Intel Paragon) 1 2 3 4 5 7 8
Unix Workstation Support Group (UWSG, 618 E. Third St., 855-2627) 1 2 3 4 5 7 8
Center for Innovative Computer Applications (CICA) 1 2 3 4 5 7 8
LETRS (Library Electronic Text Resource Service) 1 2 3 4 5 7 8
Center for Statistical and Mathematical Computing (statmath, 855-4724; Note: The statistics consulting service [statcons] is covered later.) 1 2 3 4 5 7 8
Consulting support for GIS in research (Data Management Service, 855-4960) 1 2 3 4 5 7 8


17. Overall, how satisfied are you with the research computing services available at IU?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8




ADMINISTRATIVE SUPPORT SERVICES

18. UCS supports 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 circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Library online catalog (IO) 1 2 3 4 5 7 8
Financial Information System (FIS) overall 1 2 3 4 5 7 8
FIS software functionality 1 2 3 4 5 7 8
Reliability and availability FIS 1 2 3 4 5 7 8
Online Purchasing System (TOPS) overall 1 2 3 4 5 7 8
TOPS software functionality 1 2 3 4 5 7 8
Reliability and availability of TOPS 1 2 3 4 5 7 8
Financial Systems Reporting Environment (Data Direct/PDQ via Web browsers) 1 2 3 4 5 7 8
Decision Support Software (IUDSS) 1 2 3 4 5 7 8
Safeword Cards 1 2 3 4 5 7 8
Online add/drop authorization 1 2 3 4 5 7 8
Financial Aid (information available through the automated telephone response system) 1 2 3 4 5 7 8
Online schedule of classes 1 2 3 4 5 7 8
Personal schedule of classes 1 2 3 4 5 7 8
Online class roster 1 2 3 4 5 7 8
Online student advising 1 2 3 4 5 7 8
Bursar bill payment through the automated telephone payment system 1 2 3 4 5 7 8
Registration and Drop/Add 1 2 3 4 5 7 8
Printing from University Information System to central printers at IUPUI printing services 1 2 3 4 5 7 8
Printing from University Information System to local/departmental printers 1 2 3

NETWORK-BASED INFORMATION SERVICES

20. UCS 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 circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
IU World Wide Web servers (www.indiana.edu) 1 2 3 4 5 7 8
Web browsing software 1 2 3 4 5 7 8
Personal World Wide Web home pages on EZinfo 1 2 3 4 5 7 8
Usenet news groups 1 2 3 4 5 7 8


21. Overall, how satisfied are you with network-based information services?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8




NETWORK SERVICES

22. UCS provides campus networking and dial-in modem services. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Standard dial-in modem services (terminal services, 855-4211) 1 2 3 4 5 7 8
Extended dial-in modem services (PPP, etc., 855-9222) 1 2 3 4 5 7 8
Reliability of office or laboratory direct network connection (Ethernet data jack) 1 2 3 4 5 7 8
Speed of office or laboratory direct network connection (Ethernet data jack) 1 2 3 4 5 7 8


23. Overall, how satisfied are you with the network services available at IU?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8




MISCELLANEOUS SERVICES

24. During 1996-1997, UCS continued a major effort to improve shared computing systems. This Central Systems Retooling Project included migration from VMS Mail to Pine on the Shakespeare systems, phasing out of Silver and Nickel, downsizing the VMS cluster, and significant upgrades to Zinc, Cobalt and EZinfo. Overall, how satisfied are you with these changes?

Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8


25. To what extent has the computing and network environment at IU been helpful to you in your teaching activities?

Not at

All Helpful

Very

Helpful

Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8


26. To what extent has the computing environment at IU been helpful to you in your research activities?

Not at

All Helpful

Very

Helpful

Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8


27. To what extent has the computing and network environment helped your learning experience at IU?

Not at

All Helpful

Very

Helpful

Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8


28. Please state your level of agreement with the following statement: The computing and network environment were important factors contributing to my decision to attend IU.

Strongly Disagree Strongly Agree Cannot Evaluate Never Heard of Service
1 2 3 4 5 7 8




NON-UCS SERVICES

29. Departments other than UCS offer computing services that are important to the functioning of the IUB computing environment. If you use such facilities and services, please indicate your satisfaction by circling the appropriate response.
Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
Computing support personnel employed by your department 1 2 3 4 5 7 8
Computer repairs by IU Electronics 1 2 3 4 5 7 8
Statistical Consulting Service (statcons@indiana.edu, 618 E. 3rd) 1 2 3 4 5 7 8
Halls of Residence network connection 1 2 3 4 5 7 8
Advanced technology classrooms overall (e.g. Ballantine 013, 109, Fine Arts 102, Geology 120, etc.) 1 2 3 4 5 7 8
Functionality of advanced technology classrooms for facilitating teaching 1 2 3 4 5 7 8
Access to advanced technology classrooms for teaching 1 2 3 4 5 7 8




IMPROVEMENTS AND SUGGESTIONS

30. Please indicate the most important improvements UCS can make to IU user support. Please circle no more than THREE.

1 More UCS Education Program computing classes (e.g. General Education, JumpStarts, EdCerts)
2 More information about UCS Help Online and Knowledge Base
3 More UCS how-to-guides available in printed form
4 More UCS how-to-guides available on line
5 Access to computing class materials via the Web
6 More frequent issues of the UCS Monitor
7 More computing support geared just for faculty (e.g. classes, Web pages, how-to guides)


31. Please indicate the most important improvements UCS can make to the IU student and instructional computing environment. Please circle no more than THREE.

1 More computers in the Public Computing Facilities (PCF)
2 Large public computing facilities with large numbers of computers and software limited to telnet, word processing, and Web browsers
3 More computers for the exclusive use of students in the PCFs
4 Data jacks to connect laptops to the IU network
5 Docking stations for laptops with access to PCF software and printers
6 Ability to use the same software available in the PCF on my computer at home
7 More administrative services delivered on the Web (registration, advising, etc.)


32. Please indicate the most important improvements UCS can make to the IU research computing environment. Please circle no more than THREE.

1 More support for Geographic Information System software
2 A laboratory for computing visualization and special projects for the Center for Innovative Computer Applications (CICA) centrally located on campus
3 More support for the use of programming languages on UCS systems
4 More informal briefings or brownbag lunches about UCS research computing systems and support
5 More information about software availability and support at IU
6 More support for foreign language word processors
7 Better facilities for storing and retrieving very large data files


33. Please indicate the most important improvements UCS can make to the IU network computing environment. Please circle no more than THREE.

1 More standard dial-in modems
2 More extended dial-in modems
3 A dial-in service with more modems per user but with an extra service fee
4 Better on-campus network connectivity/capacity to meet current computing needs
5 Better on-campus network connectivity/capacity to meet future computing needs


34. Please indicate the most important improvements UCS can make to the IU information systems environment (Infocenter/Decision Support). Please circle no more than THREE.
1 More administrative services available via the Web
2 Provide more detailed data in IUIS/Focus
3 Provide more summarized data in IUIS/Focus
4 Provide a description/directory of data files in IUIS/Focus
5 Provide more detailed data in Decision Support Services
6 Provide more summarized data in Decision Support Services
7 Provide description/directory of data files in Decision Support Services
8 Improve/increase security
9 Provide an easy-to-use graphical interface to reporting environments
10 Ability to deliver departmental databases via the Web


35. Are there additional comments you would like to make about University Computing Services?








Thank You for Your Assistance!

Center for Survey Research

1022 East Third Street

Bloomington, Indiana 47405