2001 UITS IUB User Survey Summary

prepared by

Center for Statistical and Mathematical Computing
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printable version in Microsoft Word Format.

METHODOLOGY

The UITS User Survey is administered by the 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 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 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)?

Average Satisfaction Usage Responses
4.13 .05 97.0   1.2% 98.3% 879

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

Average Satisfaction Usage Responses
4.45   .05 97.8   1.0% 99.2% 883

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

    24.65 1.36

    hours

    4. How would you rate your computer expertise?

    Average Expertise (1=novice, 5=expert): 3.23 .05

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

    Yes:

    92.4%

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

      Percentage checked Responses
    Intel-compatible computer running Window 95, 98, ME 74.5% 550
    Intel-compatible computer running Windows NT or Windows 2000 18.6% 155
    Apple Macintosh or compatible 5.5% 70
    Unix workstation (includ. microcomp. running LINUX) .1% 1
    Other 1.3% 11

    b. If you access IUB computing systems, please indicate the service that you use. Please mark all that apply.

      Percentage checked Responses
    UITS modem pool (856-5200, 856-5200, etc.)  57.1% 553
    Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, BlueMarble, Kiva, HoosierNet, etc.)  18.1% 151
    Departmental modem pool or modem attached to office/laboratory workstation  7.8% 94
    Digital Subscriber Line (DSL) service from an internet service provider that offers high-speed connectivity (e.g., Smithville Telephone, BlueMarble, Ameritech, HoosierNet, etc.)  2.3% 21
    Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g. Insight)  5.7% 42
    Other  10.3% 61

    6. Where do you live?  Residence Hall or Off-campus (apartment, house)?

    Residence Hall Off-campus (apartment, house)
    35.6% 64.4%[U&G] 

    ELECTRONIC MAIL

    7. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at IUB and worldwide. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

      Average Satisfaction Usage

    Response

    Pine (the mailer on the Shakespeare computers) 2.83   .08 57.6   3.5% 91.1% 776
    WebMail 3.86   .07 92.4   2.0% 64.1% 718
    Microsoft Exchange/Outlook 4.24   .10 94.3   2.5% 86.1% 361[F&S]
    Outlook Web Access 3.69   .13 84.3   4.2% 57.2% 308[F&S]
    Eudora 3.94   .08 87.9   2.5% 6.8% 698
    Web browser (e.g., Netscape, Internet Explorer) 4.23   .05 97.6   1.1% 86.0% 760

    8. Which e-mail system do you use most often? Please mark only one.

      Undergrads Graduates Staff Faculty
    Pine 57.9% 40.9% 12.4% 23.4%
    WebMail 20.3% 17.7% .4% .7%
    Microsoft Exchange/Outlook N/A N/A 69.7% 46.0%
    Outlook Web Access N/A N/A 6.0% 1.5%
    Eudora 3.8% 4.4% 4.9% 15.3%
    Web Browser 8.8% 16.3% 2.6% 3.6%
    Other 9.2% 20.7% 4.1% 9.5%

    9. If you use an external mail service (e.g., Hotmail, Yahoo mail, AOL, etc.), please indicate the usage frequency?

      Undergrads Graduates Staff Faculty
    Always 27.1% 29.5% 3.3% 5.3%
    Frequently 33.0% 38.5% 21.1% 26.3%
    Occasionally 39.9% 32.1% 75.6% 68.4%

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

    Average Satisfaction Usage Responses
    3.58   .06 89.7   2.0% 48.5% 881

    11. Overall, how satisfied are you with the electronic mail systems available at IUB?

    Average Satisfaction Usage Responses
    3.76   .06 88.4   2.1% 98.4% 883

    USER SUPPORT SERVICES

    12. 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 marking the appropriate response.

        Average Satisfaction Usage Response
      Telephone consulting (UITS Support Center, 855-6789) 3.94 .07 87.4   2.3% 46.9% 846
      Walk-in consulting at UITS Support Center (IMU M084, disk recovery, account services, how-to guides) 3.93   .07 91.2   2.0% 36.3% 831
      Online consulting resources (Knowledge Base, IT, Help Online) 3.81   .07 90.5   2.0% 37.4% 831
      E-mail consulting (ithelp@indiana.edu) 3.60   .07 85.2   2.5% 15.4% 817
      UITS news vehicles (Times Online, Monitor, IT@IU) 3.41   .07 83.0   2.6% 31.0% 824
      Availability of information concerning UITS computers and services 3.76   .07 90.4   2.1% 52.8% 823
      Education Program Hands-on Computing Classes (STEPS & PROSTEPS) 4.03   .06 96.7   1.3% 13.8% 823
      NETg online training 3.61   .08 85.5   2.5% 7.2% 810
      Getting software via IUWare Online 3.96   .07 91.2   2.0% 29.5% 827
      IUWare CD-ROM 4.17   .06 95.6   1.4% 56.8% 839

      13. Overall, how satisfied are you with the user support services available at IUB?

      Average Satisfaction Usage Responses
      3.92   .05 94.9 1.5% 79.5% 866

      DEPARTMENTAL SUPPORT

      14. UITS provides a wide range of support and services directly to the academic departments. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

          Average Satisfaction Usage Response
        Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities) 3.87 .12 83.1   4.0% 23.8% 363[F&S]
        Departmental Support Laboratory (855-4960, IMU M086) 3.75 .13 79.2   4.4% 12.9% 355[F&S]
        Local Area Network support (LAN lab) 3.90 .11 85.8   3.8% 16.9% 356[F&S]
        E-mail Services and Support Team (ESST, advanced e-mail support for Exchange/Outlook) 4.19 .09 95.6   2.3% 23.2% 358[F&S]
        Education/Certification Classes for departmental computing support staff (EdCert) 3.96 .11 92.4   2.9% 13.6% 354[F&S]
        Data Management Support (DMS, dms@indiana.edu, support for databases, spreadsheets, ESRI, and ERDAS software for instruction, research, and departmental use) 4.01 .09 94.7   2.5% 13.0% 356[F&S]

        15. Overall, how satisfied are you with departmental support services available at IUB?

        Average Satisfaction Usage Responses
        4.00   .10 92.6   2.7% 44.7% 382[F&S]

        INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

        16. 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 marking the appropriate response.

            Average Satisfaction Usage Response
          Student Technology Centers hardware (computers, scanners, etc.) 3.94 .06 94.7   1.6% 75.9% 814
          Student Technology Centers software 4.03 .05 97.0   1.2% 68.2% 808
          Student Technology Centers printing (b/w & color printing services) 3.68 .07 85.4   2.5% 73.0% 809
          Student technology centers consulting overall 3.73 .06 93.9   1.7% 60.9% 800
          Knowledge and ability of Student Technology Centers consultants 3.67 .07 89.7   2.2% 57.5% 788
          Courtesy and helpfulness of Student Technology Centers consultants 3.84 .06 92.7   1.9% 59.2% 788
          Student Technology Centers overall 3.90 .05 96.1   1.4% 77.8% 808
          Infostations (public computers for brief, stand-up e-mail sessions) 3.82 .07 90.6   2.1% 70.8% 806
          IUB Lockers (Neon, Xenon) 3.72 .08 82.3   2.7% 63.1% 809
          Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307) 4.19 .16 96.9   3.8% 29.9% 107[F]
          Oncourse (Internet based distributed learning environment) 3.91 .08 92.3   2.3% 68.3% 573[U,G&F]

          17. 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 56.8 19.8 5.4 3.1 1.6 13.2
          Graduates 44.2 12.6 7.8 4.4 3.9 27.2
          Staff 15.6 2.0 .4 .4 N/A 81.6
          Faculty 22.0 1.7 N/A N/A .8 75.4

          18. UITS maintains Residential Technology Centers (RTC) at various campus living quarters (e.g., Residence Halls, Campus Apartments) for student use. If you live on campus and use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

              Average Satisfaction Usage Response
            Residential Technology Centers hardware (computers, printers) 3.70   .10 88.4   3.5% 50.3% 348[U&G] 
            Residential Technology Centers software 3.79   .09 93.4   2.8% 40.2% 343[U&G] 
            Ease and speed of connecting your computer to the residence halls network 3.87   .10 92.0   3.0% 47.6% 347[U&G] 
            Residential Technology Centers overall 3.51   .11 85.0   3.9% 28.2% 347[U&G] 
            Knowledge and ability of RTC consultants  3.42   .12 81.5   4.2% 27.8% 346[U&G] 
            Courtesy and helpfulness of RTC consultants 3.64   .11 86.1   3.8% 32.6% 347[U&G] 
            Residential Technology Centers consulting overall 3.76   .09 94.1   2.6% 48.1% 347[U&G] 

            19. Overall, how satisfied are you with the UITS instruction and student computing services available at IUB?

            Average Satisfaction Usage Responses
            3.95   .05 97.3   1.2% 77.1% 816

            CLASSROOM TECHNOLOGY SERVICES

            20. 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 4.25 .13 98.7   2.5% 62.0% 121
              Instructional Supports Services classroom equipment 3.91 .19 89.5   5.9% 63.3% 120
              Advanced Technology Classrooms 3.80 .20 83.7   7.1% 41.2% 119

              21. UITS provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). If you use this technology and support service please indicate your overall satisfaction by marking the appropriate response.

                  Average Satisfaction Usage Response
                Your experience with VIC technology 3.50 .17 80.0   7.9% 8.9% 112[F]
                Support services for VIC 4.00 .13 100 .5% 8.1% 111[F]

                22. 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, projector screens, and aesthetics)?

                Average Satisfaction Usage Responses
                2.88 .22 59.1   8.9% 84.6% 130[F]

                23. 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
                3.72 .20 80.2   7.3% 77.7% 130[F]

                RESEARCH AND ACADEMIC COMPUTING

                24. 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 marking the appropriate response.

                  Average Satisfaction Usage Response
                Central research and high performance computers (SP Systems, Cobalt, SGI O2000) 3.73 .09 96.8   2.2% 6.4% 293[G&F]
                Central Instructional and general purpose computers (Steel) 3.83 .08 95.2   1.9% 29.0% 543[U,G&F]
                Support for high performance computing (hpc@indiana.edu) 4.21 .05 100 .1% 4.3% 530[G,F&S]
                Center for Statistical and Mathematical Computing (Stat/Math Center; statmath@indiana.edu, 855-4724) 4.08 .08 92.7 2.3% 11.0% 532[G,F&S]
                Unix Workstation Support Group (UWSG, 855-2627) 3.81 .08 94.4 2.0% 6.6% 528[G,F&S]
                Library Electronic Text Resource Service (LETRS) 4.02 .07 92.8 2.3% 16.7% 532[G,F&S]
                Advanced Visualization Laboratory (AVL; www.avl.iu.edu) 4.13 .10 96.4 2.3% 2.8% 290[G&F]
                Distributed Storage Services (Massive Data Storage & Common File Services; www.indiana.edu/~dssg) 3.83 .09 88.0 2.9% 5.7% 528[G,F&S]

                25. Overall, how satisfied are you with the research computing services available at IUB?

                Average Satisfaction Usage Responses
                4.09 .07 95.7   1.8% 30.7% 552[G,F&S]

                UNIVERSITY INFORMATION SERVICES

                26. 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 marking the appropriate response.

                  Average Satisfaction Usage Response
                Library online catalog (IUCAT) 3.81   .07 90.7   2.0% 82.3% 844
                Financial Information Systems (FIS) 3.75   .11 85.8   3.7% 47.9% 370[F&S]
                The Online Purchasing Systems (TOPS) 3.47   .12 79.8   4.2% 34.6% 372[F&S]
                Web-based Purchasing  3.90   .11 86.9   3.6% 21.8% 360[F&S]
                Information Access Services:

                   IU Information Environment

                   Financial Data Retrieval System (FDRS)

                   Information Center (FOCUS)

                 

                3.89   .10

                3.91   .11

                3.79   .10

                 

                91.1   3.1%

                88.4   3.4%

                89.0   3.4%

                 

                29.7%

                30.1%

                18.3%

                 

                361[F&S]

                358[F&S]

                354[F&S]

                Safeword cards 3.70   .12 85.1   3.8% 52.8% 367[F&S]
                INSITE (insite.Indiana.edu, Web-based course listings, Bursar information, student advising, etc.) 4.39   .05 96.7   1.3% 92.8% 838
                Online student advising (IUCARE) 4.11   .06 95.9   1.4% 42.8% 823
                Bursar bill payment through the automated telephone payment system 4.21   .08 96.4   1.8% 43.3% 466[U&G] 
                Registration and Drop/Add using automated telephone system 3.82   .11 84.6   3.4% 81.9% 466[U&G] 
                Registration and Drop/Add at Warren Shirey Registration Center, Franklin Hall 101 3.67   .10 82.4   3.6% 69.4% 463[U&G] 
                Registration on the Web 4.20   .09 92.7   2.5% 32.4% 463[U&G] 

                27. Overall, how satisfied are you with the administrative support systems available at IUB?

                Average Satisfaction Usage Responses
                4.02   .05 96.2   1.3% 94.7% 850

                NETWORK-BASED INFORMATION SERVICES

                28. 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 marking the appropriate response.

                    Average Satisfaction Usage Response
                  Publishing on IUB Web servers (www.indiana.edu) 3.99 .06 94.6 1.6% 47.2% 823
                  Browsing on IUB Web servers (www.indiana.edu) 4.16 .05 96.8 1.2% 84.0% 841
                  Personal Web home pages (Steel, php.indiana.edu) 3.84 .06 93.3 1.8% 48.9% 826
                  IU Search (www.indiana.edu/resources/search.html) 3.94 .06 94.8 1.6% 67.3% 832
                  IU Events Calendar (events.iu.edu) 3.90 .06 95.4 1.5% 52.5% 831
                  Usenet news groups 3.80 .06 92.5 1.8% 17.1% 821
                  SiteScape Forums for instructional conferencing 3.70 .06 92.9 1.8% 13.6% 821

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

                  Average Satisfaction Usage Responses
                  3.87   .05 96.5   1.3% 83.7% 846

                  DATA NETWORK SERVICES

                  30. UITS provides campus networking, dial-in modems, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response

                      Average Satisfaction Usage Response
                    Dial-in modem services (ppp, 856-5200, 856-5202) 3.65 .06 87.6 2.3% 57.8% 842
                    Reliability of office or laboratory direct network connection (Ethernet data jack) 4.48 .07 99.8 .6% 61.7% 381[F&S]
                    Speed of office or laboratory direct network connection (Ethernet data jack) 4.38 .08 97.6   1.7% 64.5% 382[F&S]
                    Internet and Web (WWW) access 4.13 .06 95.4   1.5% 80.5% 838
                    Data jack activations 3.81 .07 89.0   2.2% 30.6% 825
                    Data jack repair services 3.64 .08 83.2   2.6% 19.9% 823

                    31. Overall, how satisfied are you with the network services available at IUB?

                    Average Satisfaction Usage Responses
                    3.88 .05 96.0 1.4% 84.2% 833


                    VOICE SERVICES

                    32. 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 marking the appropriate response.

                        Average Satisfaction Usage Response
                      Campus Switchboard (855-4848 or 0) 4.29 .06 95.9 1.4% 49.8% 796
                      Printed telephone directory 4.02 .06 94.5 1.6% 63.5% 814
                      Telephone repair service 4.12 .10 95.5 2.2% 44.4% 378[F&S]
                      Monthly invoice format 3.80 .07 90.5 2.1% 30.3% 794
                      Campus office telephone service 4.24 .08 97.0 1.9% 61.9% 369[F&S]
                      Campus office telephone equipment (single line sets, business sets, etc.) 3.96 .10 91.4 3.0% 74.0% 376[F&S]
                      Campus office telephone service consulting 4.16 .09 95.1 2.3% 30.8% 371[F&S]
                      Installation of campus data jacks and telephones 4.05 .10 91.7 2.9% 45.9% 372[F&S]
                      Campus office long distance service 4.10 .09 95.4 2.2% 73.4% 378[F&S]
                      Campus office voice mail services (855-0800) 4.04 .10 92.5 2.8% 69.0% 379[F&S]
                      Cellular telephone services 3.74 .13 80.4 4.2% 13.1% 372[F&S]
                      Pager services 4.06 .10 93.1 2.7% 16.3% 373[F&S]
                      Teleconference service provided by Campus Switchboard 4.21 .08 97.3 1.8% 17.4% 371[F&S]
                      Campus housing telephone service 4.18 .08 95.2 2.1% 50.5% 424[U&G] 
                      Campus housing long distance service 3.47 .13 74.5 4.3% 34.6% 421[U&G] 
                      Campus housing voice mail services (855-0800) 4.07 .10 89.8 3.0% 47.2% 423[U&G] 
                      Campus housing customer service 3.65 .10 85.8 3.4% 25.6% 420[U&G] 

                      33. 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
                      4.04 .09 95.2 2.2% 89.5% 398[F&S]

                      GENERAL ASSESSMENT

                      34. How helpful has the information technology environment at IUB been in your teaching activities?

                      Average Satisfaction Usage Responses
                      3.79 .17 89.3   5.6% 88.3% 137[F]

                      35. How helpful has the information technology environment at IUB been in your research activities?

                      Average Satisfaction Usage Responses
                      4.09 .08 97.3   1.8% 84.6% 342[G&F]

                      36. How helpful has the information technology environment been in your learning experience at IUB?

                      Average Satisfaction Usage Responses
                      4.08 .08 96.0   1.9% 98.1% 473[U&G] 

                      37. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUB.

                      Average Satisfaction Usage Responses
                      2.23 .10 38.6   4.5% 100% 470[U&G] 

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

                      Average Satisfaction Usage Responses
                      3.99 .05 97.5   1.1% 98.5% 877

                      NON-UITS SERVICES

                      39. Departments other than UITS offer computing services that are important to the function of the IUB computing environment. If you use such facilities and services, please indicate your satisfaction by marking the appropriate response.

                        Average Satisfaction Usage Response
                      Computer labs for graduate student use managed by your department (non-UITS computer labs) 3.60 .17 79.1   5.9% 63.9% 202[G]
                      Computing support personnel employed by your department 4.07 .11 88.4   3.3% 81.4% 393[F&S]
                      Computer repairs by IU electronics 3.86 .10 86.3   2.9% 26.9% 572[G,F&S]
                      Statistical Consulting Service (statcons@indiana.edu) 3.96 .12 89.4   3.5% 11.1% 320[G&F]
                      Computer printing provided by IUPUI Mail Services 4.00 .08 95.2   1.8% 11.8% 571[G,F&S]