2005 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 IndianaUniversity, 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"), and 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").
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., StudentTechnologyCenters, electronic mail, research computers, library online catalog, computer network, SupportCenter consulting at 855-6789, Internet, IUIS, Decision Support Services)?
Average / Satisfaction / Usage4.09 ± .05 / 95.2 ± 1.4% / 98.9%
2. Overall, how important are UITS systems and services to your work or study?
Average / Satisfaction / Usage4.39 ± .05 / 96.8 ± 1.1% / 99.5%
3. On a weekly basis, approximately how many hours do you use a computer?
% 1-5 hours / % 6-10 hours / % 11-15 hours / % 16-20 hours / % Over 20 hoursUndergraduates / 5.2% / 11.3% / 23.4% / 23.0% / 37.1%
Graduates / 2.6% / 6.5% / 14.8% / 20.9% / 55.2%
Staff / 1.9% / 6.7% / 3.0% / 7.8% / 80.6%
Faculty / 2.4% / 4.9% / 13.2% / 11.7% / 67.8%
4. How would you rate your computer expertise?
Average Expertise (1=novice, 5=expert): / 3.30 ± .055. Where do you live?
Campus Housing / Off-campus (apartment, house) / Greek HousingUndergrads / 46.0% / 46.0% / 7.9%
Graduates / 14.8% / 85.2% / N/A
6. Do you have a computer at your residence?
Yes: / 97.0%a. What type of computer do you have at your residence?
Percentage checked / ResponsesComputer Running Windows / 89.4% / 849
Apple Macintosh or compatible / 8.4% / 125
Unix workstation (including microcomputers running LINUX) / 2.0% / 26
Other / .3% / 7
b. If you access the IU computing systems from your residence, indicate the service you use. Please mark all that apply.
Percentage checked / ResponsesUITS modem pool (856-5200, 856-5202) / 35.4% / 341
Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, etc.) / 7.3% / 81
Departmental modem pool or modem attached to office/laboratory workstation / 2.1% / 17
Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity (e.g., Smithville Telephone, Blue Marble, SBC, HoosierNet, etc.) / 17.4% / 193
Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., Insight) / 23.8% / 238
Other / 6.7% / 55
7. Do you use a PDA?
Yes: / 10.7%a. What type of PDA do you have?
Undergrads / Graduates / Staff / FacultyPalm Pilot / 71.4% / 47.4% / 47.7% / 47.4%
iPAQ / 28.6% / 21.1% / 15.9% / 10.5%
BlackBerry / N/A / 2.6% / 13.6% / 8.8%
Other (Please specify) / N/A / 28.9% / 22.7% / 33.3%
ELECTRONIC MAIL
8. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at the University and worldwide. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.
Average / Satisfaction / UsagePine (on Shakespeare computers) / 3.46 ± .09 / 77.4 ± 3.1% / 33.3%
WebMail / 3.73 ± .07 / 88.8 ± 2.2% / 90.9%
Microsoft Exchange/Outlook / 4.31 ± .07 / 97.8 ± 1.5% / 89.9% [F,S]
Outlook Web Access / 3.92 ± .10 / 91.1 ± 3.1% / 69.6% [F,S]
Blackberry - BES Service / 4.50 ± .09 / 100 ± .2% / 4.2% [F,S]
9. Which e-mail system do you use most often? (Please mark only one)
Undergrads / Graduates / Staff / FacultyPine / .7% / 10.0% / 2.6% / 13.5%
WebMail / 89.3% / 60.3% / 2.6% / 15.5%
Microsoft Exchange/Outlook / N/A / N/A / 83.8% / 47.0%
Outlook Web Access / N/A / N/A / 6.8% / 8.0%
Blackberry - BES Service / N/A / N/A / N/A / 1.0%
Other / 10.0% / 29.7% / 4.1% / 15.0%
10. UITS provides an anti-spam service to quarantine potential spam e-mail. If you use this service, indicate your overall satisfaction by marking the appropriate response.
Average / Satisfaction / Usage3.82 ± .07 / 88.2 ± 2.1% / 57.7%
11. If you use an external mail service (e.g., Hotmail, Yahoo mail, AOL, etc.), please indicate the usage frequency.
Undergrads / Graduates / Staff / FacultyAlways / 17.5% / 21.7% / 2.4% / 8.7%
Frequently / 19.6% / 32.6% / 22.4% / 16.8%
Occasionally / 35.0% / 32.6% / 37.6% / 31.5%
Never / 27.9% / 13.1% / 37.6% / 42.9%
12. How satisfied are you with the central e-mail list servers (Majordomo, Listserv)?
Average / Satisfaction / Usage3.65 ± .05 / 91.8 ± 1.8% / 50.1%
13. Overall, how satisfied are you with the electronic mail systems available at IU?
Average / Satisfaction / Usage3.88 ± .06 / 92.5 ± 1.7% / 98.6%
USER SUPPORT SERVICES
14. 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 / UsageTelephone consulting UITSSupportCenter (855-6789) / 4.05 ± .07 / 90.7 ± 1.9% / 64.3%
Walk-In consulting UITSSupportCenter (IMU M084, Information Commons Main Library) / 4.03 ± .06 / 93.2 ± 1.7% / 37.7%
Online support resources (Knowledge Base, / 3.81 ± .06 / 89.2 ± 2.0% / 55.0%
E-mail consulting UITSSupportCenter () / 3.74 ± .07 / 91.0 ± 1.9% / 31.2%
Online account creation process for central UITS computers ( / 4.00 ± .06 / 93.9 ± 1.6% / 40.4%
UITS electronic news (Monitor; IT@IU; News, Events, & Spotlight at uits.iu.edu) / 3.70 ± .07 / 87.8 ± 2.2% / 53.7%
IT awareness events (e.g. Making IT Happen, special IT seminars and lectures) / 3.77 ± .07 / 92.6 ± 1.8% / 27.0%
IT Training & Education Program STEPS Instructor-led Computing Workshops / 3.84 ± .06 / 92.6 ± 1.8% / 24.2%
IT Training Online - self-study computer based training / 3.49 ± .08 / 83.2 ± 2.5% / 15.0%
IUware Online and IUware CD / 4.23 ± .06 / 95.8 ± 1.3% / 73.0%
Software deals via IU contracts (Microsoft, Syamantec, Macromedia, others) / 4.34 ± .06 / 95.6 ± 1.4% / 67.8%
Hardware deals via IU contracts (Dell, Apple, others) / 3.87 ± .08 / 87.6 ± 2.2% / 40.1%
15. Overall, how satisfied are you with the user support services available at IU?
Average / Satisfaction / Usage4.08 ± .05 / 96.8 ± 1.1% / 91.1%
DEPARTMENTAL SUPPORT
16. Does your position at IU require you to provide IT Support to faculty and staff in your school/department?
Yes: / 18.7% [S]17. UITS provides a wide range of support and services directly to university departments. If your position at IU requires you to provide IT Support and you use UITS provided facilities and services, please indicate your overall satisfaction by marking the appropriate response.
Average / Satisfaction / UsageLocal Support Provider Services (Advanced Server & Desktop Consulting Support, LAN lab ) / 3.83 ± .29 / 90.0 ± 9.6% / 62.5% [S]
E-mail Services and Support Team (Advanced e-mail support for Exchange/Outlook, Advanced PDA support, ) / 3.88 ± .32 / 84.8 ± 11.2% / 67.3% [S]
Education/Certification Classes for departmental computing support staff (EdCert) / 3.78 ± .30 / 91.3 ± 9.1% / 47.9% [S]
18. Overall, how satisfied are you with departmental support services available at IU?
Average / Satisfaction / Usage3.70 ± .31 / 84.1 ± 11.4% / 89.8% [S]
FACULTY AND ADMINISTRATIVE SUPPORT SERVICES
19. Digital Media Services provides a wide variety of services to the system-wide university. How satisfied are you with the quality of specific services provided by Digital Media Services?
Average / Satisfaction / UsageMedia Acquisition (Digital Audio and Video Production, Slide and Photograph Scanning, Digital Photography, Media Conversion) / 3.78 ± .10 / 87.7 ± 3.2% / 10.2% [F,S]
Production (Macromedia Flash Animation, Interactive DVD Production, Custom PowerPoint Presentations, 3D Animation, Digital Video Editing, World Wide Web Site Production & Redesign, Art Design, Advanced Web Programming) / 3.92 ± .10 / 88.1 ± 3.1% / 9.7% [F,S]
Distribution and Technical Support (Streaming Audio and Video, Tape, CD and DVD Duplication System Administration) / 4.01 ± .10 / 89.0 ± 3.0% / 10.4% [F,S]
20. UITS provides Data Management Support (DMS; ) services (consulting and instructional support for databases, spread sheets, remote sensing, and geographic information systems) to users. How satisfied are you with the quality of this service?
Average / Satisfaction / Usage3.97 ± .08 / 92.4 ± 2.5% / 15.2% [F,S]
21. Overall, how satisfied are you with the quality of services provided by Faculty and Administrative Support Services.
Average / Satisfaction / Usage4.05 ± .08 / 94.0 ± 2.3% / 40.7% [F,S]
INSTRUCTIONAL AND STUDENT COMPUTING SERVICES
22. 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 / UsageStudent Technology Centers hardware (computers, scanners, etc.) / 4.20 ± .05 / 97.0 ± 1.1% / 77.1%
Student Technology Centers software / 4.21 ± .05 / 98.5 ± .8% / 70.0%
Black & white and color printing services / 4.07 ± .06 / 93.3 ± 1.7% / 82.0%
Infostations (public computers for brief, stand-up e-mail sessions) / 4.22 ± .05 / 97.3 ± 1.1% / 73.2%
Student Technology Centers overall / 4.19 ± .05 / 98.3 ± .9% / 81.7%
Knowledge and ability of Student Technology Centers consultants / 3.96 ± .06 / 92.8 ± 1.7% / 63.2%
Courtesy and helpfulness of Student Technology Centers consultants / 4.10 ± .06 / 95.2 ± 1.4% / 66.4%
Student Technology Centers consulting overall / 4.03 ± .05 / 96.3 ± 1.3% / 65.9%
Teaching & Learning Technologies Centers (TLTC, Main Library 305 and Ballantine Hall 307) / 4.54 ± .10 / 100 ± .3% / 20.1% [F]
Oncourse (Web-based distributed learning environment) / 3.90 ± .07 / 90.4 ± 2.3% / 89.6% [U,G,F]
23. UITS maintains the Residential Technology Centers located throughout campus housing (dormitories and apartments). In addition, Residential I.T. Services (RITS) provides in-room consulting appointments for help with your personal computer, as well as consulting in the Residential Technology Centers. If you live in campus housing and use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.
Average / Satisfaction / UsageKnowledge and Ability of RITS consultants / 3.90 ± .15 / 89.7 ± 5.0% / 52.6% [U,G]
Courtesy and helpfulness of RITS consultants / 4.03 ± .14 / 95.3 ± 3.5% / 54.3% [U,G]
RITS Consulting overall / 4.01 ± .14 / 94.0 ± 3.9% / 54.7% [U,G]
24. Overall, how satisfied are you with instructional and student computing services available at IU?
Average / Satisfaction / Usage4.04 ± .05 / 97.9 ± .9% / 85.1%
CLASSROOM TECHNOLOGY SERVICES
25. 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 marking the appropriate response.
Average / Satisfaction / UsageSupport Services staff / 4.18 ± .12 / 97.9 ± 2.3% / 51.1% [F]
Support Services for classroom equipment / 3.95 ± .14 / 91.3 ± 4.3% / 55.0% [F]
Advanced Technology Classrooms / 3.80 ± .16 / 86.3 ± 5.2% / 42.6% [F]
26. UITS provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). Do you use this technology, or its support services?
Yes: / 4.6% [F]27. UITS provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). If you use this technology, and support services, please indicate your overall satisfaction by marking the appropriate response.
Average / Satisfaction / UsageYour experience with VIC technology / 4.22 ± .42 / 100 ± 5.6% / 100% [F]
Support services for VIC / 4.29 ± .78 / 85.7 ± 35.1% / 100% [F]
28. 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 / Usage3.19 ± .16 / 70.5 ± 6.6% / 78.4% [F]
29. 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 / Usage3.58 ± .15 / 83.7 ± 5.4% / 70.5% [F]
RESEARCH AND ACADEMIC COMPUTING
30. 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 / UsageCentral research and high performance computers (Research SP, RDC, AVIDD Linux Cluster) / 3.93 ± .07 / 93.3 ± 2.0% / 9.8% [G,F,S]
Central instructional and general purpose Unix computers (Steel) / 3.68 ± .06 / 90.0 ± 2.0% / 20.1%
Support for high performance computing () / 4.02 ± .07 / 95.7 ± 1.7% / 9.3% [G,F,S]
Center for Statistical and Mathematical Computing (Stat/Math Center; , 855-4724 ) / 3.70 ± .06 / 92.9 ± 1.7% / 15.1%
Unix Systems Support Group (USSG, 855-2627) ( / 3.63 ± .06 / 89.4 ± 2.1% / 11.5%
Bioinformatics software and support ( ) / 3.70 ± .07 / 90.5 ± 2.4% / 4.3% [G,F,S]
LETRS (Library Electronic Text Resource Service) / 4.24 ± .06 / 99.0 ± .8% / 19.8% [G,F,S]
AVL (Advanced Visualization Laboratory ( / 3.95 ± .09 / 100 ± .1% / 4.4% [G,F]
Massive Data Storage Service (MDSS/HPSS) / 3.79 ± .08 / 93.8 ± 1.9% / 8.7% [G,F,S]
Common File System (CFS) Service / 4.10 ± .06 / 93.4 ± 1.6% / 58.0%
31. Overall, how satisfied are you with the research computing services available at IU?
Average / Satisfaction / Usage4.02 ± .05 / 97.9 ± 1.0% / 66.2%
UNIVERSITY INFORMATION SERVICES
32. 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 / UsageStudent Information Systems: General functionality (Admissions, Advising, Bursar, Records, Financial Aid) / 3.20 ± .15 / 73.7 ± 5.8% / 49.2% [S]
Student Information Systems: Academic Advising Services / 3.54 ± .08 / 79.7 ± 2.6% / 68.6%
Student Information Systems: Register for Classes / 3.15 ± .12 / 67.2 ± 4.2% / 97.3% [U,G]
Student Information Systems:Bursar Services / 3.42 ± .10 / 76.5 ± 3.8% / 90.6% [U,G]
Student Information Systems: Financial Aid Services / 3.29 ± .11 / 73.7 ± 4.0% / 65.2% [U,G]
Student Information Systems: Faculty Services (rosters, grades) / 3.42 ± .16 / 76.2 ± 6.4% / 69.9% [F]
Human Resources Management System (HRMS): E-Doc Services / 3.19 ± .17 / 68.4 ± 6.1% / 33.2% [S]
Human Resources Management System (HRMS): TIME - IU time keeping system / 3.08 ± .13 / 66.7 ± 4.6% / 25.4% [F,S]
Financial Information System (FIS) / 3.71 ± .11 / 87.0 ± 3.3% / 44.1% [F,S]
IU Information Environment including Financial Data Retrieval System / 3.52 ± .11 / 83.0 ± 3.7% / 41.4% [F,S]
Purchasing/Accounts Payable / 3.41 ± .11 / 76.6 ± 4.1% / 31.2% [F,S]
Library online catalog (INDYCAT/IUCAT) / 3.90 ± .06 / 91.2 ± 1.9% / 81.4%
OneStart Portal: Navigation/Usability / 3.16 ± .08 / 70.3 ± 3.0% / 84.7%
OneStart Portal: OneStart Calendar / Classifieds / 3.14 ± .11 / 69.4 ± 4.2% / 82.4% [U,G]
33. Overall, how satisfied are you with student support systems made available by University Information Services at IU? (e.g., online schedule of classes, financial aid, registration, add/drop, IUCAT, INSITE, etc.)
Average / Satisfaction / Usage3.51 ± .08 / 82.6 ± 2.9% / 97.0% [U,G,F]
34. Overall, how satisfied are you with the administrative support systems available at IU?
Average / Satisfaction / Usage3.50 ± .09 / 87.6 ± 3.2% / 78.2% [F,S]
NETWORK-BASED INFORMATION SERVICES
35. 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 / UsagePublishing on IU Web servers ( / 3.85 ± .06 / 94.1 ± 1.6% / 47.8%
Browsing on IU Web servers ( / 3.93 ± .06 / 94.6 ± 1.5% / 84.1%
Personal Web home pages (Steel, mypage.iu.edu) / 3.78 ± .06 / 93.3 ± 1.7% / 43.2%
IU Search ( / 3.58 ± .07 / 84.8 ± 2.4% / 67.6%
IU Events Calendar ( / 3.84 ± .06 / 91.9 ± 1.8% / 74.3%
36. Overall, how satisfied are you with network-based information services?
Average / Satisfaction / Usage3.81 ± .05 / 95.4 ± 1.4% / 87.3%
DATA NETWORK SERVICES
37. UITS provides campus networking, dial-in modem, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.
Average / Satisfaction / UsageDial-in modem services (856-5200, 856-5202) / 3.68 ± .07 / 87.6 ± 2.2% / 33.0%
Reliability of office or laboratory direct network connection (Ethernet data jack) / 4.27 ± .08 / 96.0 ± 2.0% / 51.8% [F,S]
Speed of office or laboratory direct network connection (Ethernet data jack) / 4.31 ± .09 / 94.7 ± 2.3% / 58.8% [F,S]
Internet and Web (WWW) access / 4.14 ± .06 / 96.5 ± 1.2% / 71.2%
Data jack activations / 3.87 ± .07 / 88.8 ± 2.1% / 25.6%
Data jack repair services / 3.78 ± .07 / 88.7 ± 2.1% / 20.8%
38. Overall, how satisfied are you with the network services available at IU?
Average / Satisfaction / Usage3.96 ± .05 / 96.7 ± 1.2% / 86.4%
39. UITS has installed approximately 1,500 wireless access points for PDA and laptop connectivity. Please indicate your overall satisfaction with this service by marking the appropriate response.
Average / Satisfaction / Usage3.81 ± .06 / 92.5 ± 1.7% / 46.3%
VOICE SERVICES
40. 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 / UsageCampus housing long distance service / 2.94 ± .22 / 59.0 ± 8.2% / 42.9% [U,G]
Campus housing voice mail services / 3.67 ± .20 / 80.4 ± 6.7% / 69.1% [U,G]
Campus housing telephone customer service / 3.79 ± .19 / 81.6 ± 6.5% / 52.6% [U,G]
Campus Switchboard (855-4848 or 0) / 4.26 ± .06 / 93.5 ± 1.7% / 40.6%
Teleconference service provided by Campus Switchboard (855-4848 or 0) / 3.87 ± .07 / 88.7 ± 2.1% / 19.2%
Printed telephone directory / 4.01 ± .06 / 92.6 ± 1.7% / 52.0%
Pager Services / 4.39 ± .08 / 95.1 ± 2.2% / 12.7% [F,S]
Cellular telephone services / 3.93 ± .11 / 86.7 ± 3.4% / 16.5% [F,S]
Installation and repair of campus data jacks and telephones / 4.31 ± .08 / 96.7 ± 1.8% / 44.8% [F,S]
Campus office telephone equipment / 3.90 ± .09 / 90.1 ± 2.9% / 80.4% [F,S]
Campus office telephone service consulting / 4.20 ± .09 / 95.1 ± 2.2% / 33.8% [F,S]
Campus office voice mail services (855-0800) / 4.16 ± .08 / 95.3 ± 2.1% / 74.4% [F,S]
Campus office long distance service / 4.25 ± .08 / 97.2 ± 1.7% / 77.5% [F,S]
41. Overall, how satisfied are you with the voice services offered by UITS during the past year (e.g., long distance calling service, telephone service, features equipment, voice mail, and Campus Switchboard)?
Average / Satisfaction / Usage3.86 ± .06 / 94.7 ± 1.5% / 60.5%
GENERAL ASSESSMENT
42. How helpful has the information technology environment at IU been in your teaching activities?
Average / Satisfaction / Usage3.76 ± .14 / 87.8 ± 5.0% / 73.9% [F]
43. How helpful has the information technology environment at IU been in your research activities?
Average / Satisfaction / Usage4.12 ± .08 / 96.2 ± 2.0% / 90.8% [G,F]
44. How helpful has the information technology environment been in your learning experience at IU?
Average / Satisfaction / Usage3.93 ± .08 / 94.5 ± 2.1% / 94.8% [U,G]
45. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IU.
Average / Satisfaction / Usage2.45 ± .11 / 45.5 ± 4.5% / 95.5% [U,G]
46. Overall, how satisfied are you with the information technology services (including computing, computer networking, and telecommunications) offered by University Information Technology Services (UITS) during the past year?
Average / Satisfaction / Usage3.93 ± .05 / 96.5 ± 1.2% / 97.9%