UITS

IUB USER SATISFACTION SURVEY

MASTER 2000

Instructions:

Please fill out each question as completely as possible by circling your choice (or choices) for each question. 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.

UNIVERSITY INFORMATION TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY BLOOMINGTON - MASTER 2000

COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by University Information Technology Services (UITS) during the past year (e.g., public computing facilities, electronic mail, research computers, library online catalog, computer 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 UITS 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. On a weekly basis, approximately how many hours do you use a computer?

    _______ hours

    4. How would you rate your computer expertise?

    Novice Expert
    1 2 3 4 5

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

      Yes No (if "No," GO TO Question #7)

      a. If you have a computer in your Bloomington residence, what type of computer is it?

      1 Intel-compatible computer running DOS/Windows 3.x
      2 Intel-compatible computer running Windows 95 or 98
      3 Intel-compatible computer running Windows NT
      4 Apple Macintosh or compatible
      5 Unix workstation (including microcomputers running LINUX)

      b. If you have a computer in your Bloomington residence, 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. Please circle all that apply.

          1 UITS modem pool (855-4211, 856-5200, etc.)
          2 Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.)
          3 Departmental modem pool or modem attached to office/laboratory workstation
          4 Other (please specify): ________________________________________________

          d. From the above, please indicate which service you call most often (specify 1 to 4): ________

          6. Where do you live (please circle one)? [U&G]

            Residence Hall Off-campus (apartment, house)

            a. If you live in a Residence Hall, does your computer have an Ethernet connection? [U&G]

            Yes No Don't know

            ELECTRONIC MAIL

            7. 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 circling the appropriate response.
            Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
            Pine (the mailer on the Shakespeare computers) 1 2 3 4 5 7 8
            Eudora 1 2 3 4 5 7 8
            Web browser (e.g. Netscape, Internet Explorer) 1 2 3 4 5 7 8
            Microsoft Exchange/Outlook [F&S] 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 Eudora Web browser Microsoft Exchange Other (please specify): _________________

            9. How satisfied are you with the central e-mail list servers (Majordomo, Listserv)?

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

            10. 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

            11. 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 circling the appropriate response.

              Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
              Telephone consulting (UITS Support Center, 855-6789) 1 2 3 4 5 7 8
              Walk-in consulting at UITS Support Center (IMU M084, disk recovery, account services, how-to guides) 1 2 3 4 5 7 8
              Online consulting resources (Knowledge Base, IT Help Online ) 1 2 3 4 5 7 8
              E-mail consulting (ithelp@indiana.edu) 1 2 3 4 5 7 8
              UITS News Vehicles (Times Online, Monitor, IT@IU) 1 2 3 4 5 7 8
              Availability of information concerning UITS computers and services 1 2 3 4 5 7 8
              UITS Education Program STEPS & PROSTEPS Classes (STEPS for students only, PROSTEPS for everyone) 1 2 3 4 5 7 8
              Getting software via SoftServe/IUWare Online 1 2 3 4 5 7 8
              IUWare CD-ROM 1 2 3 4 5 7 8

              12. 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

              13. UITS 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
                UITS Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities) [F&S] 1 2 3 4 5 7 8
                Departmental Support Laboratory (855-4960, IMU M086) [F&S] 1 2 3 4 5 7 8
                Consulting support for departmental and research databases and spreadsheets (Data Management Services, dms@indiana.edu) [G,F&S] 1 2 3 4 5 7 8
                Local area network support (LAN lab) [F&S] 1 2 3 4 5 7 8
                Education/Certification Classes for departmental computing support staff (EdCert) [G,F&S] 1 2 3 4 5 7 8
                Consulting support for GIS in research (Data Management Services, dms@indiana.edu) [G,F&S] 1 2 3 4 5 7 8

                14. 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

                15. UITS maintains a large number of computer facilities and services designated specifically for student use and instruction. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. Note: Not all computer laboratories on campus are UITS computer facilities. Please refer to the table at the end of the survey for a list of UITS-owned computer facilities.

                  Not at All Satisfied Very Satisfied Cannot Evaluate Never Heard of Service
                  Student Technology Centers hardware (computers, scanners, etc.) 1 2 3 4 5 7 8
                  Student Technology Centers software 1 2 3 4 5 7 8
                  Student Technology Centers printing (STC b/w printing services & STC color printing services) 1 2 3 4 5 7 8
                  Student Technology Centers consulting overall 1 2 3 4 5 7 8
                  Knowledge and ability of Student Technology Centers consultants 1 2 3 4 5 7 8
                  Courtesy and helpfulness of Student Technology Centers consultants 1 2 3 4 5 7 8
                  Student Technology Centers 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 (Neon, Xenon) 1 2 3 4 5 7 8
                  Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307) [F] 1 2 3 4 5 7 8
                  Oncourse (Internet-based distributed learning environment) [F, G&U] 1 2 3 4 5 7 8

                  16. On average, how many hours a week do you use the Student Technology Centers?

                  1-5 hours 6-10 hours 10-15 hours 16-20 hours Over 20 hours Never
                  1 2 3 4 5 6

                  17. 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

                  CLASSROOM TECHNOLOGY SERVICES

                  18. UITS, in partnership with Instructional Support Services, provides a number of services designated to facilitate the use of information technologies in the classroom. If you use these 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
                    Instructional Supports Services staff [F] 1 2 3 4 5 7 8
                    Instructional Supports Services classroom equipment [F] 1 2 3 4 5 7 8
                    Advanced Technology Classrooms [F] 1 2 3 4 5 7 8

                    19. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with your classroom facilities (e.g. in terms of lighting, acoustics, projects screens, and aesthetics)? [F]

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

                      20. Overall, how satisfied are you with instructional technology support in classrooms over the past year (e.g. delivery of equipment, permanent classroom equipment, equipment ordering procedures, support staff, selection of equipment)? [F]

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

                        RESEARCH AND ACADEMIC COMPUTING

                        21. Alone, or in partnership with other campus units, UITS 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 and high performance computers (IBM SP, Cobalt, SGI O2000) [G&F] 1 2 3 4 5 7 8
                        Central instructional and general purpose computers (Steel) [U,G&F] 1 2 3 4 5 7 8
                        Support for high performance computing (hpc@indiana.edu) [G&F] 1 2 3 4 5 7 8
                        Center for Statistical and Mathematical Computing (statmath@indiana.edu, 855-4724; Note: The statistics consulting service [statcons] is covered later.) [G&F] 1 2 3 4 5 7 8
                        Unix Workstation Support Group (UWSG, 855-2627) [G&F] 1 2 3 4 5 7 8
                        LETRS (Library Electronic Text Resource Service) [G&F] 1 2 3 4 5 7 8
                        AVL (Advanced Visualization Laboratory) [G&F] 1 2 3 4 5 7 8
                        Massive Data Storage [G&F] 1 2 3 4 5 7 8

                        22. 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

                        UNIVERSITY INFORMATION SERVICES

                        23. Through the University Information Services Division, UITS 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 (IUCAT) 1 2 3 4 5 7 8
                        Financial Information System (FIS) [F&S] 1 2 3 4 5 7 8
                        The Online Purchasing System (TOPS) [F&S] 1 2 3 2 3 4 5 7 8
                        Information Center (FOCUS) [F&S] 1 2 3 4 5 7 8
                        Safeword Cards [F&S] 1 2 3 4 5 7 8
                        Online add/drop authorization [F&S] 1 2 3 4 5 7 8
                        Online schedule of classes [F&S] 1 2 3 4 5 7 8
                        Online class roster [F&S] 1 2 3 4 5 7 8
                        Financial Aid Management System [F&S] 1 2 3 4 5 7 8
                        INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 1 2 3 4 5 7 8
                        Online student advising (IUCARE) 1 2 3 4 5 7 8
                        Bursar bill payment through the automated telephone payment system [U&G] 1 2 3 4 5 7 8
                        Registration and Drop/Add (at Warren Shirey Registration Center, Franklin Hall 101)

                        [U,G&S]

                        1 2 3 4 5 7 8

                        24. Overall, how satisfied are you with student support systems made available by University Information Services at IU (e.g., IUCAT, online schedule of classes, financial aid, registration, add/drop, etc.)? [U&G]

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

                        25. Overall, how satisfied are you with the administrative support systems available at IU? [F&S]

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

                        NETWORK-BASED INFORMATION SERVICES

                        26. UITS 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
                          Publishing on IU Web servers (www.indiana.edu) 1 2 3 4 5 7 8
                          Browsing on IU Web servers (www.indiana.edu) 1 2 3 4 5 7 8
                          Personal Web home pages (Steel, php.indiana.edu) 1 2 3 4 5 7 8
                          Usenet news groups 1 2 3 4 5 7 8
                          AltaVista Forums for instruction conferencing 1 2 3 4 5 7 8

                          27. 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

                          28. UITS 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
                          Dial-in modem services (PPP, etc., 856-5200, 855-4211) 1 2 3 4 5 7 8
                          Reliability of office or laboratory direct network connection (Ethernet data jack) [F&S] 1 2 3 4 5 7 8
                          Speed of office or laboratory direct network connection (Ethernet data jack) [F&S] 1 2 3 4 5 7 8

                          29. 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

                          TELECOMMUNICATION SERVICES

                          30. The Telecommunications Division of UITS provides a wide range of telephone services to faculty, student, and staff customers. 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
                          Campus Switchboard (855-4848 or 0) 1 2 3 4 5 7 8
                          Printed telephone directories 1 2 3 4 5 7 8
                          Campus housing local telephone service [U&G] 1 2 3 4 5 7 8
                          Campus housing long distance service [U&G] 1 2 3 4 5 7 8
                          Campus housing voice mail services (855-0800) [U&G] 1 2 3 4 5 7 8
                          Campus office telephone service [F&S] 1 2 3 4 5 7 8
                          Installation of campus office data jacks and telephones [F&S] 1 2 3 4 5 7 8
                          Campus office telephone equipment (single line sets, business sets, etc.) [F&S] 1 2 3 4 5 7 8
                          Campus office long distance service [F&S] 1 2 3 4 5 7 8
                          Campus office voice mail services (855-0800) [F&S] 1 2 3 4 5 7 8
                          Cellular telephone services [F&S] 1 2 3 4 5 7 8
                          Pager services [F&S] 1 2 3 4 5 7 8
                          Monthly invoice format 1 2 3 4 5 7 8
                          Customer services and consulting [F&S] 1 2 3 4 5 7 8
                          Teleconference service provided by Campus Switchboard [F&S] 1 2 3 4 5 7 8

                          31. On a weekly basis, how often do you call the Bloomington Campus Switchboard (855-4848 or 0)?

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

                          32. Overall, how satisfied are you with the services offered by the Telecommunications Division of UITS during the past year (e.g., Long Distance Calling Service, Telephone Service, Telephone Features, Voice Mail, Campus Switchboard, and Telephone Equipment)? [F&S]

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

                          MISCELLANEOUS SERVICES

                          33. The Year 2000 presented a series of potential problems for computer users on campus. Please indicate your satisfaction with UITS efforts which provided information and support concerning the Year 2000 problem. [F&S]

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

                          34. Do you feel that your department was ready for dealing with Year 2000 problems?

                          Yes No Don't know

                          35. How helpful has the information technology environment at IU been in your teaching activities? [F]

                            Not at

                            All Helpful

                            Very

                            Helpful

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

                            36. How helpful has the information technology environment at IU been in your research activities? [F&G]

                              Not at

                              All Helpful

                              Very

                              Helpful

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

                              37. How helpful has the information technology environment been in your learning experience at IU? [U&G]

                                Not at

                                All Helpful

                                Very

                                Helpful

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

                                38. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IU. [U&G]

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

                                  39. Overall, how satisfied are you with the information technology services (including telecommunications, computing, and computer networking) offered by University Information Technology Services (UITS) during the past year?

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

                                  NON-UITS SERVICES

                                  40. Departments other than UITS 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 [F&S] 1 2 3 4 5 7 8
                                    Computer labs for graduate student use managed by your department (non-UITS computer labs) [G] 1 2 3 4 5 7 8
                                    Computer repairs by IU Electronics [G,F&S] 1 2 3 4 5 7 8
                                    Statistical Consulting Service (statcons@indiana.edu) [G&F] 1 2 3 4 5 7 8
                                    Installation and quality of Halls of Residence network connection [U&G] 1 2 3 4 5 7 8
                                    Hardware provided in Halls of Residence computing clusters (e.g. computers & printers) [U&G] 1 2 3 4 5 7 8
                                    Software provided in Halls of Residence computing clusters 1 2 3 4 5 7 8
                                    Halls of Residence computer consultants (knowledge, ability, helpfulness, etc.) [U&G] 1 2 3 4 5 7 8

                                    IMPROVEMENTS AND SUGGESTIONS

                                    41. Are there additional comments you would like to make about University Information Technology Services?






                                    Thank You for Your Assistance!

                                    Center for Survey Research

                                    1022 East Third Street

                                    Bloomington, Indiana 47405

                                    List of UITS owned Student Technology Centers:
                                    Ballantine Hall 104, 107, 108, 115, 117, 118 HPER 154, 155 SPEA 151 Union Building 089
                                    Business 101, 407, 415, 417 Jordan Hall 224 Psychology 120 Woodburn Hall 211
                                    Education 2011, 2025 Law 208B, 208D Student Building 220, 221, 230, 231 Wylie Hall 123
                                    Fine Arts 137, 215 Lindley Hall 023, 025, 030 Swain East 045
                                    Geology 226 Library 101E, 102A, 102B, 503 Sycamore Hall 0006