1997 UCS User Survey Summary

prepared by UCS Stat/Math Center


METHODOLOGY

The UCS User Survey is administered each year by the IU Center for Survey Research. Surveys were sent to 2000 randomly selected people at Indiana University, Bloomington (400 faculty, 400 staff, 400 graduate students, and 800 undergraduate 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"), and the total number of respondents to each question (unweighted number of respondents, labeled "Responses").

Unless there is an indication to the contrary, the results shown are extrapolated to estimate the average response of the entire IU Bloomington 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, S for Staff, G for graduate students, and U for undergraduate students. In some cases, the scores are for groups of subpopulations, indicated for example by [G&U] for services used by graduate and undergraduate 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

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)?

Average: 3.97 .05 Satisfaction:
95.9% .4%
Usage:
99.3%
Responses:
866

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

Average: 4.41 .05 Satisfaction:
97.0% .2%
Usage:
99.6%
Responses:
869

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

Average:
14.99 .85
Responses: 851

4. How would you rate your computer expertise?

Average:
3.15 .05
Responses: 864

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

Yes:
70.4%
Responses:
675

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

Percentage circled
Responses
IBM-compatible computer
79.8%
525
Apple Macintosh or compatible
19.3%
140
Unix workstation (including PCs running LINUX)
0.9%
7

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

Yes:
83.3%
Responses:
579


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

Percentage circled
Responses
UCS standard modem pool (855-4211)
54.1%
357
UCS extended modem pool (855-9222)
39.2%
218
Commercial Internet Service Provider
15.1%
59
Departmental modem pool or modem attached to office/laboratory workstation
11.7%
67
Other (Please specify):
17.5%
65

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

Percentage circled
Responses
UCS standard modem pool (855-4211)
58.6%
205
UCS extended modem pool (855-9222)
20.6%
82
Commercial Internet Service Provider
5.8%
21
Dept. modem pool or modem attached to office/lab
4.1%
28
Other
11.0%
44

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

Percentage circled
Responses
Residence Hall
36.7% [G&U]
184
Off-campus (apartment, house)
58.4% [G&U]
322

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

Yes:
53.4%
Responses:
88



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 Responses.

Average
Satisfaction
Usage
Responses
Pine (the mailer on the Shakespeare systems)
4.19 .06
95.1% .5%
97.1%
821
Elm (or other Unix-based mail on UCS systems)
3.55 .09
82.1% .2%
16.3%
583
Eudora
4.25 .11
96.5% .8%
26.0% [F&S]
203
GroupWise
3.85 .15
88.9% .5%
46.2% [F&S]
210
Microsoft Exchange
4.27 .14
96.3% .9%
19.0% [F&S]
193
Mailing list servers (Majordomo, Listserv)
3.66 .08
86.1% .8%
32.0%
623


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

Undergrads
Graduates
Staff
Faculty
Pine
96.4%
92.3%
56.5%
66.7%
Elm
0.5%
0%
0%
0%
Eudora
n/a
n/a
8.7%
16.7%
Groupwise
n/a
n/a
21.7%
16.7%
Microsoft Exchange
n/a
n/a
8.7%
0%
Other
3.1%
7.7%
4.3%
0%

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

Average:
4.22 .05
Satisfaction:
96.9% .2%
Usage:
99.3%
Responses:
866



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 Responses.
Average
Satisfaction
Usage
Responses
Telephone consulting (UCS Support Center, 855-6789)
3.51 .08
81.4% .7%
42.5%
832
Walk-in consulting at UCS Support Center (IMU M084 disk recovery, account services, how-to guides)
3.99 .07
93.1% .8%
44.8%
813
Online consulting resources (UCS Help Online, UCS Knowledge Base)
3.62 .06
87.1% .3%
31.3%
814
Online sign-up system for accounts on UCS computers (telnet to "Account," account.ucs.indiana.edu, Account Services section of UCS Help Online)
4.07 .06
94.4% .6%
43.6%
815
UCS publications on paper (how-to guides, folios, contributed papers)
3.73 .06
90.0% .1%
33.7%
816
UCS publications on line (how-to guides, folios via WWW, UCS Times Online, UCS Monitor)
3.78 .06
93.1% .8%
35.7%
820
UCS Education Program (General Education for faculty, staff, students, and the public; JumpStarts for students)
3.89 .06
92.9% .8%
32.4%
819
Software distribution via SoftServe
3.81 .07
87.4% .3%
30.4%
817
IUWare CD ROM
3.91 .08
87.0% .4%
17.3%
811

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

Average:
3.86 .06
Satisfaction:
94.6% .6%
Usage:
81.3%
Responses:
852



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 Responses.
Average
Satisfaction
Usage
Responses
UCS Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities)
3.76 .12
83.0% .3%
28.1% [F&S]
310
Departmental Support Laboratory (855-0910, IMU 059; formerly ACCESS)
3.99 .09
97.0% .1%
15.2% [F&S]
303
Consulting support for departmental and research databases and spreadsheets (Data Management Services, 855-4960)
3.88 .11
91.0% .4%
17.3% [F&S]
303
Local area network support (LAN lab)
3.63 .14
81.4% .5%
19.3% [F&S]
303
Education/Certification Classes for departmental computing support staff (EdCert)
4.01 .11
93.0% .0%
17.9% [F&S]
304

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

Average:
3.84 .11
Satisfaction:
91.4% .2%
Usage:
47.5% [F&S]
Responses:
326



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 Responses.
Average
Satisfaction
Usage
Responses
Public Computing Facilities hardware (computers, printers, etc.)
3.68 .06
90.2% .1%
89.7%
795
Public Computing Facilities software
3.91 .06
94.2% .7%
79.4%
792
Public Computing Facilities consulting overall
3.73 .06
92.0% .0%
76.8%
765
  Knowledge and ability of Public Computing Facilities consultants
3.65 .07
87.6% .4%
75.1%
782
  Courtesy and helpfulness of Public Computing Facilities consultants
3.69 .07
87.9% .3%
76.5%
779
Public Computing Facilities overall
3.79 .06
94.7% .6%
87.8%
788
Infostations (public computers for brief, stand-up e-mail sessions)
3.78 .07
87.8% .3%
78.4%
788
IUB Lockers (Argon, Neon, Krypton, Xenon, Kodiak, Panda)
3.87 .07
89.5% .2%
40.4%
789
Central instructional and general purpose systems (Copper, Zinc, EZinfo)
3.84 .06
91.3% .0%
43.7%
787
Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307)
4.42 .12
100.0% 4%
19.2% [F]
125

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

Average:
3.86 .06
Satisfaction:
95.1% .5%
Usage:
88.4%
Responses:
805



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 Responses.
Average
Satisfaction
Usage
Responses
Central research systems (STARRS, Chrome, Cobalt)
4.03 .07
100.0% 2%
7.5% [F&G]
333
High performance computers (supercomputers - IBM SP, Intel Paragon)
4.16 .07
95.7% .3%
2.1% [F&G]
334
Unix Workstation Support Group (UWSG, 618 E. Third St., 855-2627)
3.60 .14
83.8% .1%
3.2% [F&G]
335
Center for Innovative Computer Applications (CICA)
3.73 .09
86.7% .8%
3.9% [F&G]
335
LETRS (Library Electronic Text Resource Service)
4.02 .08
97.1% .9%
17.5% [F&G]
338
Center for Statistical and Mathematical Computing (statmath, 855-4724; Note: The statistics consulting service [statcons] is covered later.)
4.06 .09
96.6% .1%
12.6% [F&G]
334
Consulting support for GIS in research (Data Management Service, 855-4960)
3.52 .06
95.2% .5%
1.8% [F&G]
329

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

Average: 3.96 .08 Satisfaction:
95.7% .3%
Usage:
27.9% [F&G]
Responses:
343



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 Responses.
Average
Satisfaction
Usage
Responses
Library online catalog (IO)
3.87 .06
92.3% .8%
77.1%
836
Financial Information System (FIS) overall
3.73 .10
90.4% .5%
27.4% [F&S]
305
  FIS software functionality
3.57 .11
85.6% .2%
26.6% [F&S]
291
  Reliability and availability FIS
3.74 .10
91.3% .4%
27.4% [F&S]
290
Online Purchasing System (TOPS) overall
3.75 .12
86.2% .0%
21.5% [F&S]
304
  TOPS software functionality
3.64 .13
81.6% .6%
22.1% [F&S]
287
  Reliability and availability of TOPS
4.01 .10
97.0% .1%
21.8% [F&S]
286
Financial Systems Reporting Environment (Data Direct/PDQ via Web browsers)
3.87 .14
91.7% .4%
13.8% [S]
174
Decision Support Software (IUDSS)
3.93 .12
100% 3%
8.7% [S]
173
Safeword Cards
3.46 .18
78.4% .4%
55.1% [S]
176
Online add/drop authorization
3.72 .20
88.9% .7%
13.3% [F]
135
Financial Aid (information available through the automated telephone Responses system)
3.28 .09
78.2% .7%
20.6% [G&U]
509
Online schedule of classes
4.11 .07
92.5% .1%
75.8% [F,G&U]
649
Personal schedule of classes
4.10 .08
93.1% .3%
74.9% [G&U]
510
Online class roster
3.77 .18
90.0% .3%
63.8% [F]
141
Online student advising
3.65 .09
80.3% .1%
31.7% [F,G&U]
639
Bursar bill payment through the automated telephone payment system
4.07 .11
87.7% .9%
35.6% [G&U]
508
Registration and Drop/Add
3.80 .10
83.7% .3%
78.5% [G&U]
508
Printing from University Information System to central printers at IUPUI printing services
3.79 .16
89.5% .9%
11.2% [S]
170
Printing from University Information System to local/departmental printers
3.97 .15
93.1% .1%
33.5% [S]
173

19. Overall, how satisfied are you with the administrative support services available at IU?

Average:
3.79 .06
Satisfaction:
93.7% .7%
Usage:
86.5%
Responses:
831



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 Responses.
Average
Satisfaction
Usage
Responses
IU World Wide Web servers (www.indiana.edu)
4.27 .05
98.0% .0%
96.4%
847
Web browsing software
4.20 .06
96.2% .4%
84.7%
835
Personal World Wide Web home pages on EZinfo
4.10 .06
94.4% .6%
52.2%
823
Usenet news groups
3.83 .07
89.2% .2%
33.0%
821

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

Average:
4.14 .05
Satisfaction:
97.8% .0%
Usage:
92.6%
Responses:
843



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 Responses.
Average
Satisfaction
Usage
Responses
Standard dial-in modem services (terminal services, 855-4211)
3.58 .07
85.5% .5%
49.7%
793
Extended dial-in modem services (PPP, etc., 855-9222)
2.93 .09
62.1% .4%
32.3%
790
Reliability of office or laboratory direct network connection (Ethernet data jack)
4.38 .09
97.0% .1%
56.8% [F&S]
304
Speed of office or laboratory direct network connection (Ethernet data jack)
4.16 .11
93.7% .9%
57.3% [F&S]
304

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

Average:
3.60 .07
Satisfaction:
87.0% .3%
Usage:
62.7%
Responses:
816



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?

Average:
4.00 .06
Satisfaction:
95.8% .4%
Usage:
59.4%
Responses:
847

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

Average: 3.72 .17 Helpfulness:
86.6% .6%
Usage:
73.0% [F]
Responses:
159

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

Average:
4.09 .09
Helpful:
93.2% .7%
Usage:
89.1% [F&G]
Responses:
373
  1. To what extent has the computing and network environment helped your learning experience at IU?
Average:
4.15 .07
Helpful:
96.6% .7%
Usage:
97.4% [G&U]
Responses:
512

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.

Average:
2.17 .10
Agreement:
34.9% .2%
Usage:
89.2%
Responses:
510



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 Responses.
Average
Satisfaction
Usage
Responses
Computing support personnel employed by your department
3.95 .13
86.8% .8%
82.6% [F&S]
326
Computer repairs by IU Electronics
3.94 .12
87.9% .8%
38.5% [F&S]
313
Statistical Consulting Service (statcons@indiana.edu, 618 E. 3rd)
3.85 .13
87.9% .6%
9.0% [F&G]
346
Halls of Residence network connection
3.39 .11
78.6% .7%
48.1% [G&U]
499
Advanced technology classrooms overall (e.g. Ballantine 013, 109, Fine Arts 102, Geology 120, etc.)
3.97 .16
89.5% .6%
28.6% [F]
133
  Functionality of advanced technology classrooms for facilitating teaching
3.78 .21
82.5% .9%
30.3% [F]
132
  Access to advanced technology classrooms for teaching
3.20 .24
63.6% .6%
33.1% [F]
133



IMPROVEMENTS AND SUGGESTIONS

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

Percentage circled
Responses
Access to computing class materials via the Web
52.7%
371
More computing support customized just for faculty (e.g. classes, Web pages, how-to guides)
50.0%
84 [F]
More information about UCS Help Online and Knowledge Base
36.2%
266
More UCS how-to-guides available on line
33.6%
255
More UCS Education Program computing classes (e.g. General Education, JumpStarts, EdCerts)
32.7%
287
More UCS how-to-guides available in printed form
31.8%
272
More frequent issues of the UCS Monitor
7.7%
52

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

Percentage circled
Responses
More computers in the Public Computing Facilities (PCF)
59.5% [G&U]
407
Ability to use the same software available in the PCF on my computer at home
41.1% [G&U]
280
Large public computing facilities with large numbers of computers and software limited to telnet, word processing, and Web browsers
37.5% [G&U]
256
More computers for the exclusive use of students in the PCFs
28.3% [G&U]
193
More administrative services delivered on the Web (registration, advising, etc.)
26.1% [G&U]
179
Data jacks to connect laptops to the IU network
19.5% [G&U]
133
Docking stations for laptops with access to PCF software and printers
9.4% [G&U]
64

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

Percentage circled
Responses
More information about software availability and support at IU
45.7% [F&G]
176
Better facilities for storing and retrieving very large data files
20.8% [F&G]
80
More support for foreign language word processors
17.7% [F&G]
68
More informal briefings or brownbag lunches about UCS research computing systems and support
16.9% [F&G]
65
More support for the use of programming languages on UCS systems
15.1% [F&G]
58
A laboratory for computing visualization and special projects for the Center for Innovative Computer Applications (CICA) centrally located on campus
10.1% [F&G]
39
More support for Geographic Information System software
5.2% [F&G]
20

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

Percentage circled
Responses
Better on-campus network connectivity/capacity to meet future computing needs
40.0%
349
More extended dial-in modems
36.9%
322
More standard dial-in modems
35.4%
309
Better on-campus network connectivity/capacity to meet current computing needs
35.3%
308
A dial-in service with more modems per user but with an extra service fee
8.9%
78

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.

Percentage circled
Responses
More administrative services available via the Web
25.8% [S]
49
Improve/increase security
25.3% [S]
48
Ability to deliver departmental databases via the Web
21.1% [S]
40
Provide an easy-to-use graphical interface to reporting environments
12.6% [S]
24
Provide a description/directory of data files in IUIS/Focus
9.5% [S]
18
Provide more detailed data in IUIS/Focus
5.8% [S]
11
Provide description/directory of data files in Decision Support Services
5.3% [S]
10
Provide more detailed data in Decision Support Services
5.3% [S]
10
Provide more summarized data in IUIS/Focus
2.6% [S]
3
Provide more summarized data in Decision Support Services
1.6% [S]
3