2000 UITS IUB User Survey Summary

prepared by

Center for Statistical and Mathematical Computing

METHODOLOGY

The UITS User Survey is administered by the Center for Survey Research. Surveys were sent to 2000 randomly selected people at Indiana University-Purdue University, Indianapolis (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 (raw number of respondents who did not leave a given item blank, labeled "Responses").

Unless indicated otherwise, the results shown are weighted 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).


COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing and computer networking services 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)?

Average Satisfaction Usage Responses
4.15 .04 98.1 0.9% 98.8% 1003

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

Average Satisfaction Usage Responses
4.43 .05 96.2 1.2% 99.10% 1009

3. On a weekly basis, approximately how many hours did you use a computer?

    18.7 0.9 hours

    4. How would you rate your computer expertise?
    Average Expertise (1=novice, 5=expert): 3.30 .05

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

      Yes: 85.2%

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

        Percentage circled Responses
        Intel-compatible computer running DOS/Windows 3.x 2.4% 30
        Intel-compatible computer running Windows 95 or 98 86.3% 650
        Intel-compatible computer running Windows NT 4.3% 50
        Apple Macintosh or compatible 5.7% 100
        Unix workstation (including microcomputers running LINUX) 1.2% 14

        b. If you have a computer in your Bloomington residence, does your computer have a modem?

          Yes 90.8%

          c. If you use a modem to access the IU computing systems, please indicate the service you call. Please circle all that apply.

            Percentage circled Responses
            UITS modem pool (855-4211, 856-5200, etc.) 80.6% 577
            Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.) 28.7% 179
            Departmental modem pool or modem attached to office/laboratory workstation 6.0% 61
            Other (please specify): 9.1% 44

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

              Percentage selected Responses
              UITS modem pool (855-4211, 856-5200, etc.) 76.4% 477
              Commercial Internet Service Provider (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.) 15.5% 92
              Departmental modem pool or modem attached to office/laboratory workstation 2.2% 20
              Other (please specify): 5.9% 23

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

                Residence Hall Off-campus (apartment, house)
                33.1% 66.9% [U&G]

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

                Yes 90.9% [U&G]

                ELECTRONIC MAIL

                7. UITS 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.
                Average Satisfaction Usage Response
                Pine (the mailer on the Shakespeare computers) 3.36 .08 73.2 3.0% 93.0% 869
                Eudora 3.59 .08 80.8 3.0% 12.2% 695
                Web brower (e.g., Netscape, Internet Explorer) 4.24 .05 96.8 1.3% 82.4% 808
                Microsoft Exchange 4.18 .10 93.5 2.6% 79.1% 375 [F&S]

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

                Undergrads Graduates Staff Faculty
                Pine 79.2% 64.7% 24.6% 29.3%
                Eudora 1.5% 3.4% 3.9% 17.2%
                Web browser 11.9% 11.6% 5.3% 6.9%
                Microsoft Exchange 7.3% 20.3% 59.8% 31.6%
                Other n/a n/a 6.4% 14.9%

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

                Average Satisfaction Usage Responses
                3.73 .05 92.3 1.7% 56.3% 997

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

                Average Satisfaction Usage Responses
                3.69 .06 86.6 2.1% 98.0% 1009

                USER SUPPORT SERVICES

                11. UITS 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.

                  Average Satisfaction Usage Response
                  Telephone consulting (UITS Support Center, 855-6789) 3.95 .06 89.5 2.0% 40.7% 959
                  Walk-in consulting at UITS Support Center (IMU M084 disk recovery, account services, how-to guides) 4.09 .05 96.2 1.3% 30.9% 942
                  Online consulting resources (Knowledge Base, IT Help Online ) 3.81 .06 93.9 1.6% 37.3% 934
                  E-mail consulting (ithelp@indiana.edu) 3.75 .06 89.8 2.0% 15.5% 934
                  UITS News Vehicles (Times Online, Monitor, IT@IU) 3.51 .06 88.8 2.1% 35.1% 932
                  Availability of information concerning UITS computers and services 3.74 .06 92.3 1.8% 52.0% 930
                  UITS Education Program STEPS & PROSTEPS Classes (STEPS for students only, PROSTEPS for everyone) 4.14 .05 94.9 1.4% 16.9% 935
                  Getting software via SoftServe/IUWare Online 3.99 .06 92.1 1.8% 39.8% 938
                  IUWare CD-ROM 4.30 .05 97.2 1.1% 56.5% 939

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

                  Average Satisfaction Usage Responses
                  4.01 .05 96.5 1.2% 77.6% 1001

                  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.

                    Average Satisfaction Usage Response
                    UITS Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities) 4.26 .08 96.8 1.8% 22.8% 407 [F&S]
                    Departmental Support Laboratory (855-0910, IMU 059; formerly ACCESS) 4.09 .09 100.0 .1% 10.2% 403 [F&S]
                    Consulting support for departmental and research databases and spreadsheets (Data Management Services, dms@indiana.edu) 3.92 .08 87.6 2.7% 13.0% 599 [G,F&S]
                    Local area network support (LAN lab) 4.24 .09 94.2 2.4% 13.2% 402 [F&S]
                    Education/Certification Classes for departmental computing support staff (EdCert) 4.27 .06 95.3 1.8% 10.4% 600 [G,F&S]
                    Consulting support for GIS in research (Data Management Service, dms@indiana.edu) 4.17 .08 89.3 2.5% 3.6% 597 [G,F&S]

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

                    Average Satisfaction Usage Responses
                    4.02 .08 93.3 2.0% 34.4% 622 [G,F&S]

                    INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

                    15. UITS 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. 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.

                      Average Satisfaction Usage Response
                      Student Technology Centers hardware (computers, printers, etc.) 4.01 .05 96.4 1.2% 75.3% 929
                      Student Technology Centers software 4.12 .05 98.3 .9% 65.3% 927
                      Student Technology Centers printing (STC b/w printing services & STC color printing services) 3.69 .06 87.2 2.2% 68.3% 924
                      Student Technology Centers consulting overall 3.77 .06 91.8 1.8% 57.8% 905
                      Knowledge and ability of Student Technology Centers consultants 3.62 .06 85.5 2.3% 56.7% 915
                      Courtesy and helpfulness of Student Technology Centers consultants 3.74 .07 88.8 2.1% 58.2% 913
                      Student Technology Centers overall 3.93 .05 96.9 1.2% 74.5% 920
                      Infostations (public computers for brief, stand-up e-mail sessions) 4.01 .06 92.8 1.7% 73.8% 917
                      IUB Lockers (Neon, Xenon, Kodiak, Panda) 4.07 .06 92.6 1.7% 62.5% 920
                      Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307) 4.28 .14 96.6 3.4% 21.0% 138 [F]
                      Oncourse (Internet-based distributed learning environment) 3.92 .08 91.3 2.2% 38.3% 663

                      [F, G&U]

                      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
                      Undergraduates 57.0% 20.4% 7.0% 2.4% 0.9% 12.2%
                      Graduates 48.3% 19.4% 6.2% 3.8% 2.4% 19.9%
                      Staff 12.1% 2.7% 0.4% 0.4% 0.0% 84.4%
                      Faculty 31.8% 4.5% 0.0% 0.6% 0.0% 63.0%

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

                      Average Satisfaction Usage Responses
                      3.87 .05 95.9 1.3% 77.9% 948

                      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.

                        Average Satisfaction Usage Response
                        Instructional Supports Services staff 4.01 .13 95.4 3.6% 55.4% 157 [F]
                        Instructional Supports Services classroom equipment 3.82 .18 85.7 5.8% 54.2% 155[F]
                        Advanced Technology Classrooms 3.93 .18 87.0 5.7% 35.8% 151 [F]

                        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)?

                          Average Satisfaction Usage Responses
                          3.19 .18 70.3 7.3% 84.7% 163 [F]

                          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)?

                            Average Satisfaction Usage Responses
                            3.67 .17 86.4 5.6% 77.6% 161 [F]

                            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.
                            Average Satisfaction Usage Response
                            Central research and high performance computers (IBM SP, Cobalt, SGI 2000) 4.17 .08 94.1 2.0% 9.7% 585 [G, F&S]
                            Central instructional and general purpose computers (Steel) 3.86 .05 96.9 1.2% 30.4% 908

                            [U,G, S&F]

                            Support for high performance computing (hpc@indiana.edu) 4.44 .06 98.7 1.0% 4.1% 583 [G, F&S]
                            Center for Statistical and Mathematical Computing (statmath@indiana.edu, 855-4724; Note: The statistics consulting service [statcons] is covered later.) 3.87 .09 85.9 2.9% 8.5% 585[G, F&S]
                            Unix Workstation Support Group (UWSG, 855-2627) 4.49 .05 99.3 .8% 7.7% 584 [G, F&S]
                            LETRS (Library Electronic Text Resource Service) 4.12 .06 99.6 .6% 12.1% 585 [G, F&S]
                            AVL (Advanced Visualization Laboratory) 4.49 .05 100.0 .1% 1.9% 584 [G, F&S]
                            Massive Data Storage 4.37 .06 96.3 1.6% 6.0% 583 [G, F&S]

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

                            Average Satisfaction Usage Responses
                            3.95 .05 97.3 1.1% 45.9% 926

                            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.
                            Average Satisfaction Usage Response
                            Library online catalog (IUCAT) 3.83 .06 90.8 1.8% 84.1% 970
                            Financial Information System (FIS) 4.07 .09 94.6 2.3% 46.6% 420 [F&S]
                            The Online Purchasing System (TOPS) 3.72 .11 86.7 3.4% 36.9% 415 [F&S]
                            Web Based Purchasing 3.93 .11 92.8 2.6% 22.5% 407 [F&S]
                            Financial Data Retrieval System (FDRS) 4.00 .09 95.5 2.1% 31.4% 410 [F&S]
                            Decision Support Software (IUDSS) 4.02 .08 95.0 2.2% 6.5% 407 [F&S]
                            Human Resource Information System (HRIS) 3.98 .09 92.8 2.6% 38.0% 414 [F&S]
                            Information Center (FOCUS) 3.99 .09 92.7 2.6% 19.3% 409 [F&S]
                            Safeword Cards 3.90 .10 89.0 3.1% 48.2% 421 [F&S]
                            Online add/drop authorization 4.40 .08 97.2 1.7% 18.6% 411[F&S]
                            Online schedule of classes 4.42 .07 97.9 1.5% 35.0% 418 [F&S]
                            Online class roster 4.32 .08 95.2 2.1% 30.0% 424 [F&S]
                            Financial Aid Management System 4.10 .10 91.9 2.8% 14.7% 408 [F&S]
                            INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.48 .04 99.0 0.7% 88.3% 959
                            Online student advising (IUCARE) 4.06 .06 92.5 1.7% 44.4% 957
                            Bursar bill payment through the automated telephone payment system 4.31.08 94.0 2.1% 46.2% 545 [U&G]
                            Registration and Drop/Add (at Warren Shirey Registration Center, Franklin Hall 101) 3.75 .09 87.0 2.9% 84.6% 542 [U,G&S]

                            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.)?

                            Average Satisfaction Usage Responses
                            4.13 .06 98.6 1.1% 98.1% 544 [U&G]

                            25. Overall, how satisfied are you with the administrative support systems available at IU?

                            Average Satisfaction Usage Responses
                            4.09 .07 97.0 1.7% 76.0% 439 [F&S]

                            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.

                              Average Satisfaction Usage Response
                              Publishing on IU Web servers (www.indiana.edu) 3.96 .05 97.3 1.1% 40.2% 926
                              Browsing on IU Web servers (www.indiana.edu) 4.18 .05 98.6 0.8% 81.0% 945
                              Personal Web home pages on EZinfo 4.01 .05 97.8 1.0% 45.2% 927
                              Usenet news groups 3.95 .06 95.5 1.4% 18.0% 924
                              AltaVista Forums for instruction conferencing 3.89 .06 90.5 1.9% 12.9% 923

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

                              Average Satisfaction Usage Responses
                              4.00 .05 98.3 .9% 76.0% 954

                              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.
                              Average Satisfaction Usage Response
                              Dial-in modem services (PPP, etc., 856-5200, 855-4211) 3.64 .06 86.9 2.2% 60.8% 954
                              Reliability of office or laboratory direct network connection (Ethernet data jack) 4.49 .07 97.7 1.5% 63.0% 427 [F&S]
                              Speed of office or laboratory direct network connection (Ethernet data jack) 4.21 .09 94.3 2.3% 64.5% 425 [F&S]

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

                              Average Satisfaction Usage Responses
                              3.95 .05 94.9 1.4% 75.5% 971

                              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.
                              Average Satisfaction Usage Responses
                              Campus Switchboard (855-4848 or 0) 4.36 .05 98.2 .9% 65.9% 963
                              Printed telephone directories 4.16 .05 96.9 1.1% 75.5% 976
                              Campus housing local telephone service 4.24 .07 98.2 1.4% 80.4% 426 [U&G]
                              Campus housing long distance service 4.17 .08 95.8 2.0% 68.1% 430 [U&G]
                              Campus housing voice mail services (855-0800) 4.08 .09 94.9 2.2% 83.4% 428 [U&G]
                              Campus office telephone service 4.23 .08 97.1 1.7% 87.8% 435 [F&S]
                              Installation of campus office data jacks and telephones 4.21 .09 93.9 2.4% 72.6% 430 [F&S]
                              Campus office telephone equipment (single line sets, business sets, etc.) 3.87 .10 92.1 2.7% 14.5% 422 [F&S]
                              Campus office long distance service 4.15 .08 99.3 .9% 13.8% 421 [F&S]
                              Campus office voice mail services (855-0800) 4.00 .06 93.0 1.7% 33.9% 949
                              Cellular telephone services 4.34 .07 96.9 1.6% 55.1% 529 [F&S]
                              Pager services 3.60 .11 80.9 3.4% 43.4% 529 [F&S]
                              Monthly invoice format 4.27 .07 96.2 1.7% 51.4% 529[F&S]
                              Customer services and consulting 4.19 .08 96.2 1.9% 30.8% 420 [F&S]
                              Teleconference service provide by Campus Switchboard 4.18 .07 98.0 1.4% 20.9% 424 [F&S]

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

                              Average Frequency Usage Responses
                              1.93 .08 28.6 2.8% 79.6% 996

                              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)?

                              Average Satisfaction Usage Responses
                              4.12.07 98.61.2% 92.2% 452[F&S]

                              MISCELLANEOUS SERVICES

                              33. The Year 2000 presents a series of potential problems for computer users on campus. Please indicate your satisfaction with UITS efforts to provide information and support concerning the Year 2000 problem.

                              Average Satisfaction Usage Responses
                              4.55 .06 99.1 1.0% 89.5% 457 [F&S]

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

                              Yes: 98.6%[F&S]

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

                                Average Helpfulness Usage Responses
                                3.76 .16 85.9 5.4% 89.1% 175 [F]

                                36. How helpful has the information technology environment at IU been in your research activities?

                                  Average Helpfulness Usage Responses
                                  4.01 .09 93.7 2.5% 83.0% 390 [G&F]

                                  37. How helpful has the information technology environment been in your learning experience at IU?

                                    Average Satisfaction Usage Responses
                                    4.00 .07 94.6 2.0% 98.5% 546 [U&G]

                                    38. Please state your level of agreement with the following statement: The information technology environment were important factors in my decision to attend IU.

                                      Average Agreement Usage Responses
                                      2.26 .09 37.4 4.1% 94.5% 545 [U&G]

                                      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?

                                      Average Satisfaction Usage Responses
                                      4.05 .05 98.0 0.9% 98.4% 1000

                                      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.

                                        Average Satisfaction Usage Response
                                        Computing support personnel employed by your department 4.05 .11 89.1 3.1% 74.6% 428 [F&S]
                                        Computer labs for graduate student use managed by your department (non-UITS computer labs) 3.63 .16 83.2 5.3% 61.5% 213 [G]
                                        Computer repairs by IU Electronics 3.90 .08 90.1 2.4% 27.3% 621 [G,F&S]
                                        Statistical Consulting Service (statcons@indiana.edu) 3.67 .11 94.0 2.6% 10.0% 354 [G&F]
                                        Installation and quality of Halls of Residence network connection 3.67 .09 87.9 2.9% 44.5% 528 [U&G]
                                        Hardware provided in Halls of Residence computing clusters (e.g. computers & printers) 3.35 .10 78.4 3.6% 48.3% 528 [U&G]
                                        Software provided in Halls of Residence computing clusters 3.56 .09 86.8 3.0% 44.4% 528 [U&G]
                                        Halls of Residence computer consultants (knowledge, ability, helpfulness, etc.) 3.01 .11 65.4 4.1% 34.2% 528 [U&G]

                                        IMPROVEMENTS AND SUGGESTIONS

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

                                        Yes: 47.6% (425)