| Office of Information Technology |
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IT Surveys
User Survey Results 2008
2008 IT User Survey Summary
prepared by
Center for Statistical and Mathematical Computing
Methodology
The IT User Survey is administered by the IU Center for Survey Research. Surveys were sent to 1,200 randomly selected people at Indiana University Northwest (200 faculty, 150 staff, 850 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 Northwest 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, Staff for Staff, and S for Students. In some cases, the scores are for groups of subpopulations, indicated for example by [F&S] for services used by faculty and 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 Information Technology Services (IUNITS) during the past year (e.g., Student Technology Centers, computer equipped classrooms, electronic mail, computer network, telephone consulting at 981-HELP, World Wide Web)? [All]
| Average | Satisfaction | Usage |
| 4.20 ± .08 | 95.2 ± 2.2% | 97.6% |
2. Overall, how important are Information Technology systems and services to your work or study? [All]
| Average | Satisfaction | Usage |
| 4.66 ± .06 | 99.4 ± .9% | 99.4% |
3. How would you rate your computer expertise? [All]
| Average Expertise (1=novice, 5=expert): | 3.57 ± .07 |
4. How long have you been using computers? [All]
| Less then one year | 1-4 years | 5-9 years | 10-19 years | 20 years or more | |
| Student | 0.0% | 3.2% | 25.2% | 63.2% | 8.4% |
| Staff | 0.0% | 1.9% | 7.7% | 52.9% | 37.5% |
| Faculty | 0.0% | 2.7% | 3.5% | 49.6% | 44.2% |
5. On a weekly basis, approximately how many hours do you use a computer? [All]
| Less then 1 hour | 1-5 hours | 6-10 hours | 11-15 hours | 16-20 hours | Over 20 hours | |
| Student | 0.0% | 12.9% | 17.4% | 18.7% | 18.7% | 32.3% |
| Staff | 0.0% | 5.8% | 10.7% | 8.7% | 7.8% | 67.0% |
| Faculty | 0.0% | 4.5% | 10.8% | 10.8% | 10.8% | 63.1% |
6. Do you have a computer at your residence (desktop computer or a laptop that you use at home)? [All]
| Yes: | 97.2% |
a. What type of computer do you have at your residence? (Please select all that apply.) [All]
| Percentage checked | Responses | |
| M6A1. PC running Windows Vista | 35.8% | 99 |
| M6A2. PC running Windows XP | 72.7% | 264 |
| M6A3. PC running other Windows operating Systems (e.g. , NT, 98/ME,2000) | 6.7% | 30 |
| M6A4. Apple Macintosh | 5.3% | 32 |
| M6A5. Unix workstation (including microcomputers running LINUX) | 0.2% | 4 |
| M6A6. Other (Please specify): _________ | 2.9% | 15 |
b. If you access IU Northwest computing systems from home, please indicate the service you use. (Please select all that apply.) [All]
| Percentage checked | Responses | |
| Local modem pool | 1.4% | 8 |
| Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.) | 4.9% | 27 |
| High Speed DSL or cable modem connection (e.g., Comcast) | 75.9% | 263 |
| Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., TCI, SBC, etc.) | 11.3% | 37 |
| Other (please specify): _________ | 4.2% | 11 |
7. Do you use a laptop computer while on campus? [All]
| Yes | No | I don't own a laptop computer | |
| Student | 38.4% | 35.8% | 25.8% |
| Staff | 26.3% | 38.9% | 34.8% |
| Faculty | 32.4% | 51.3% | 16.2% |
a. If you bring a laptop computer to campus, how do you access the network? [ALL]
| Wireless | I don't plug into the network | |
| Student | 94.9% | 5.1% |
| Staff | 95.9% | 4.1% |
| Faculty | 80.7% | 19.3% |
Electronic Mail
8. UNITS supports a variety of electronic mail systems to send messages (e-mail) to others at IU Northwest and worldwide. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.
| Average | Satisfaction | Usage | |
| IU WebMail [All] | 3.99 ± .11 | 90.6 ± 3.1% | 82.3% |
| Microsoft Exchange/Outlook [F,Staff] | 4.42 ± .10 | 97.8 ± 2.3% | 80.1% |
| Outlook Web Access [F,Staff] | 4.15 ± .13 | 92.6 ± 4.0% | 79.1% |
9. Which e-mail system do you use most often for university business? (Please mark only one.)
| Students | Staff | Faculty | |
| IU WebMail [All] | 85.9% | 16.5% | 17.0% |
| Microsoft Exchange/Outlook [F,Staff] | N/A | 62.1% | 48.2% |
| Outlook Web Access [F,Staff] | N/A | 21.4 | 29.5% |
| Other (please specify) [All] | 14.1% | 0.0% | 5.4% |
10. If you use an external mail service (e.g. Hotmail, Yahoo mail, AOL, etc.), indicate the usage frequency. [All]
| Students | Staff | Faculty | |
| Always | 32.9% | 14.1% | 10.8% |
| Frequently | 29.7% | 28.3% | 30.6% |
| Occasionally | 23.2% | 33.3% | 23.4% |
| Never | 14.2% | 24.2% | 35.1% |
11. How satisfied are you with the following email services? [All]
| Average | Satisfaction | Usage | |
| Anti-spam service to move spam e-mail into a special folder | 4.18 ± .10 | 91.5 ± 2.8% | 86.1% |
| Central e-mail list server (Listserv)? | 4.05 ± .09 | 92.4 ± 2.8% | 80.1% |
12. Overall, how satisfied are you with the electronic mail systems available at IUN? [All]
| Average | Satisfaction | Usage |
| 4.19 ± .09 | 92.5 ± 2.6% | 97.0% |
User Support Services
24. IUNITS 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 selecting the appropriate response. [All]
| Average | Satisfaction | Usage | |
| Publishing on IU Northwest Web servers (www.iun.edu) | 4.02 ± .09 | 91.4 ± 2.9% | 48.4% |
| Browsing on IU Northwest web site (www.iun.edu) | 4.17 ± .08 | 95.8 ± 2.1% | 88.6% |
| Personal Web home pages | 4.15 ± .08 | 95.9 ± 2.1% | 54.7% |
| IU Search (search.iu.edu) | 3.86 ± .09 | 89.6 ± 3.1% | 76.8% |
| IUN Calendar (http://www.iun.edu/~cal) | 3.90 ± .10 | 90.4 ± 3.0% | 70.8% |
| IUN Web applications (e.g., events scheduler, schedule of classes) | 4.13 ± .09 | 95.0 ± 2.2% | 86.5% |
25. Overall, how satisfied are you with web-based information services? [All]
| Average | Satisfaction | Usage |
| 4.09 ± .07 | 96.7 ± 1.9% | 96.3% |
13. IUNITS 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 selecting the appropriate response. [All]
| Average | Satisfaction | Usage | |
| Telephone consulting (IUNITS Support Center, 981-HELP, formerly "Help Desk") | 3.99 ± .10 | 89.1 ± 3.1% | 32.4% |
| Walk-in consulting at IUNITS Support Center (Raintree 204, account services, E-mail, microcomputer assistance, academic software installation) | 4.19 ± .11 | 92.8 ± 2.6% | 36.3% |
| Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online) | 3.78 ± .10 | 88.0 ± 3.3% | 38.9% |
| Online account creation process for central UITS computers | 4.06 ± .09 | 94.7 ± 2.3% | 48.6% |
| UITS communications and publications on paper | 3.91 ± .10 | 93.0 ± 2.6% | 36.1% |
| Availability of information concerning IUNITS computers and services | 4.03 ± .10 | 93.1 ± 2.6% | 51.5% |
| IT Awareness events (e.g., Making IT Happen) | 4.15 ± .10 | 94.6 ± 2.3% | 39.1% |
| IT Training and Hands-On Computing Classes | 4.37 ± .08 | 97.4 ± 1.7% | 36.2% |
| NETg online training | 4.00 ± .10 | 92.2 ± 2.7% | 16.2% |
| Getting software downloads via IUWare Online | 4.48 ± .08 | 95.9 ± 2.1% | 60.9% |
| Purchasing software at a discounted rate through the Barnes & Noble Bookstore at IUN | 4.43 ± .09 | 94.4 ± 2.3% | 70.5% |
14. Overall, how satisfied are you with the user support services available at IUN? [All]
| Average | Satisfaction | Usage |
| 4.07 ± .09 | 94.0 ± 2.4% | 85.3% |
Student Technology Centers
15. IUNITS maintains computer facilities and services designated specifically for student use. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. (Note: Student Technology Centers, or STCs, were formerly known as Open Computer Labs.) [S]
| Average | Satisfaction | Usage | |
| Student Technology Centers hardware (computers, scanners, etc.) | 4.36 ± .13 | 95.8 ± 3.5% | 93.4% |
| Student Technology Centers software | 4.36 ± .13 | 94.6 ± 3.8% | 85.5% |
| Lab printers | 4.25 ± .15 | 93.2 ± 4.2% | 96.1% |
| Library Commons | 4.05 ± .15 | 92.7 ± 4.3% | 81.0% |
| Availability of student computers where and when you need access | 3.77 ± .18 | 81.6 ± 6.3% | 96.7% |
| Knowledge and ability of Student Technology Centers consultants | 4.03 ± .16 | 91.7 ± 4.6% | 79.6% |
| Courtesy and helpfulness of Student Technology Centers consultants | 4.14 ± .16 | 94.4 ± 3.9% | 82.2% |
| Student Technology Centers overall | 4.25 ± .13 | 97.2 ± 2.9% | 94.7% |
16. Overall, how satisfied are you with Student Technology Center services available at IUN? [S]
| Average | Satisfaction | Usage |
| 4.16 ± .14 | 95.3 ± 3.6% | 97.4% |
Classroom Technology Services
17. IUNITS provides a number of services designed to facilitate the use of information technologies in the classroom. If you use these facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [F]
| Average | Satisfaction | Usage | |
| Instructional Media Services classroom equipment | 3.37 ± .22 | 72.8 ± 8.6% | 92.8% |
| Advanced Technology (Multi-media) Classrooms | 3.42 ± .22 | 75.3 ± 8.4% | 78.0% |
| Video Teleconferencing for meetings | 3.57 ± .18 | 83.8 ± 7.3% | 33.9% |
| Video Teleconferencing for distance education courses | 3.40 ± .22 | 80.0 ± 7.9% | 18.5% |
| Video production (editing, taping) | 3.14 ± .24 | 71.4 ± 8.8% | 31.8% |
| Media duplication services | 3.57 ± .22 | 83.3 ± 7.4% | 27.5% |
| Your experience with video teleconferencing technology | 3.50 ± .20 | 82.4 ± 7.6% | 31.8% |
| Support services for video teleconferencing | 3.38 ± .23 | 75.9 ± 8.4% | 26.9% |
| Instructional Media Services Staff | 3.71 ± .24 | 80.6 ± 7.7% | 92.8% |
18. Over the current academic year, did you teach in one of the technology classrooms? [F]
| Yes: | 73.2% |
a. How often do you use the following devices in the technology classrooms? [F]
| Never | Occasionally | Frequently | Always | |
| Computer/Projector | 2.4% | 11.0% | 31.7% | 54.9% |
| Document camera | 33.3% | 17.9% | 25.6% | 23.1% |
| Your own laptop | 72.2% | 19.4% | 4.2% | 4.2% |
| VCR | 29.5% | 52.6% | 15.4% | 2.6% |
| DVD | 22.8% | 54.4% | 20.3% | 2.5% |
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, projector screens, and aesthetics)? [F]
| Average | Satisfaction | Usage |
| 3.00 ± .26 | 67.1 ±10.7% | 100% |
20. Overall, how satisfied are you with instructional technology support available in classrooms over the past year (e.g. delivery of equipment, permanent class room equipment equipment ordering procedures, support staff, selection of equipment)? [F]
| Average | Satisfaction | Usage |
| 3.32 ± .28 | 72.0 ±10.3% | 92.6% |
Enterprise Software
21. Through the Enterprise Software (ES) Division, UITS supports a number of information systems in support of administrative and academic services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.
| Academic Systems: Student Information Systems | Average | Satisfaction | Usage |
| General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [F, Staff] | 3.96 ± .13 | 92.9 ± 3.6% | 54.9% |
| Academic Advising Services [F, Staff] | 3.71 ± .15 | 85.5 ± 4.9% | 44.0% |
| Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S] | 4.37 ± .15 | 94.7 ± 3.8% | 98.7% |
| Faculty Services (rosters, grades) [F] | 4.19 ± .16 | 97.0 ± 3.6% | 91.8% |
| Oncourse CL (Web-based distributed learning environment) [S,F] | 4.26 ± .11 | 94.0 ± 2.9% | 94.4% |
| Library online catalog (INDYCAT/IUCAT) [All] | 4.07 ± .10 | 93.9 ± 2.5% | 77.4% |
| Business Systems: Human Resources Management System (HRMS) | Average | Satisfaction | Usage |
| E-Doc Services [Staff] | 4.23 ± .15 | 98.3 ± 3.1% | 64.5% |
| General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff] | 4.32 ± .10 | 97.7 ± 2.2% | 87.6% |
| Business Systems: Fiscal Systems | Average | Satisfaction | Usage |
| Financial Information System (FIS) [F, Staff] | 3.78 ± .14 | 89.4 ± 4.3% | 48.9% |
| Purchasing/Accounts Payable (EPIC) [F, Staff] | 4.08 ± .13 | 94.8 ± 3.1% | 45.1% |
| Travel System [F, Staff] | 3.64 ± .15 | 87.8 ± 4.5% | 34.6% |
| Maintenance Management System (MMS) [Staff] | 3.80 ± .20 | 86.7 ± 7.1% | 15.2% |
| E-Commerce Systems [All] | 3.92 ± .10 | 93.2 ± 2.6% | 19.1% |
| Integration Systems | Average | Satisfaction | Usage |
| IU Information Environment (IUIE) [F, Staff] | 3.71 ± .13 | 89.8 ± 4.2% | 51.4% |
| OneStart Portal: Navigation/Usability [All] | 3.96 ± .10 | 88.5 ± 3.2% | 90.6% |
| OneStart Calendar / Classifieds [ALL] | 3.93 ± .10 | 89.9 ± 3.0% | 73.3% |
22. Overall, how satisfied are you with academic systems made available by Enterprise Software at IU Northwest (e.g., Oncourse CL, student self-service, IUCAT, etc.) [S,F]
| Average | Satisfaction | Usage |
| 4.18 ± .10 | 95.6 ± 2.6% | 98.3% |
23. Overall, how satisfied are you with the business systems available at IUN? [Staff]
| Average | Satisfaction | Usage |
| 3.93 ± .15 | 96.6 ± 4.0% | 86.3% |
Web-Based Services
24. IUNITS 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 selecting the appropriate response. [All]
| Average | Satisfaction | Usage | |
| Publishing on IU Northwest Web servers (www.iun.edu) | 4.02 ± .09 | 91.4 ± 2.9% | 48.4% |
| Browsing on IU Northwest web site (www.iun.edu) | 4.17 ± .08 | 95.8 ± 2.1% | 88.6% |
| Personal Web home pages | 4.15 ± .08 | 95.9 ± 2.1% | 54.7% |
| IU Search (search.iu.edu) | 3.86 ± .09 | 89.6 ± 3.1% | 76.8% |
| IUN Calendar (http://www.iun.edu/~cal) | 3.90 ± .10 | 90.4 ± 3.0% | 70.8% |
| IUN Web applications (e.g., events scheduler, schedule of classes) | 4.13 ± .09 | 95.0 ± 2.2% | 86.5% |
25. Overall, how satisfied are you with web-based information services? [All]
| Average | Satisfaction | Usage |
| 4.09 ± .07 | 96.7 ± 1.9% | 96.3% |
Data Network Services
26. IUNITS provides campus networking, limited dial-in modem, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.
| Average | Satisfaction | Usage | |
| Dial-in modem service [All] | 3.62 ± .13 | 89.5 ± 3.1% | 12.5% |
| Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] | 4.05 ± .12 | 91.3 ± 4.0% | 52.3% |
| Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] | 4.04 ± .12 | 92.1 ± 3.8% | 59.1% |
| Data jack activations [All] | 3.81 ± .12 | 88.6 ± 3.3% | 11.2% |
| Data jack repair services [All] | 3.89 ± .11 | 93.0 ± 2.6% | 11.3% |
| Internet and Web (WWW) access [All] | 4.49 ± .07 | 97.4 ± 1.7% | 73.4% |
| Wireless network access [All] | 4.23 ± .10 | 92.9 ± 2.7% | 55.7% |
27. Overall, how satisfied are you with the speed and reliability of data network services available at IUN? [All]
| Average | Satisfaction | Usage |
| 4.22 ± .09 | 94.5 ± 2.3% | 92.5% |
Voice Services
28. The Telecommunications Division of IUNITS 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 selecting the appropriate response.
| Average | Satisfaction | Usage | |
| Campus Switchboard [All] | 4.03 ± .10 | 90.9 ± 2.9% | 44.1% |
| Telephone repair service [F,Staff] | 4.39 ± .11 | 96.3 ± 2.7% | 51.6% |
| Campus emergency telephone service [All] | 4.27 ± .10 | 94.3 ± 2.4% | 33.3% |
| Telephone equipment (e.g., telephone sets) [F,Staff] | 3.79 ± .15 | 83.7 ± 5.1% | 93.7% |
| Centrally printed telephone directories [F,Staff] | 3.19 ± .17 | 68.0 ± 6.3% | 87.4% |
| Laminated quick phone list [F, Staff] | 3.70 ± .17 | 76.9 ± 5.7% | 55.7% |
| Installation of campus office data jacks and telephones [F,Staff] | 4.20 ± .13 | 94.6 ± 3.2% | 56.7% |
| Campus office long distance service [F,Staff] | 4.09 ± .13 | 92.4 ± 3.7% | 90.1% |
| Campus office voice mail services (274-6245) [All] | 3.88 ± .11 | 86.1 ± 3.5% | 37.2% |
| Monthly invoice format [F,Staff] | 3.77 ± .12 | 92.8 ± 3.6% | 24.8% |
| Campus office telephone service consulting [F,Staff] | 4.16 ± .12 | 94.7 ± 3.2% | 26.2% |
| Teleconference service [F,Staff] | 3.88 ± .14 | 91.2 ± 4.0% | 37.1% |
29. Overall, how satisfied are you with the services offered by the Telecommunications Division of IUNITS during the past year (e.g., long distance calling service, telephone service, telephone features, voice mail, Campus Switchboard, and telephone equipment)? [All]
| Average | Satisfaction | Usage |
| 3.97 ± .10 | 92.4 ± 2.7% | 51.7% |
General Assessment
30. Please state your level of agreement with the following statement(s) concerning your experience at IUN:
a. I am given class assignments that require the use of computers.[S]
| Average | Agreement | Usage |
| 4.71 ± .11 | 98.0 ± 2.5% | 100% |
b. Enough training is available in the use of technological tools required for class. [S, F]
| Average | Agreement | Usage |
| 4.24 ± .10 | 95.0 ± 2.7% | 93.6% |
c. Instructors make adequate use of technology in the courses they teach. [S]
| Average | Agreement | Usage |
| 4.07 ± .16 | 90.8 ± 4.8% | 100% |
31. How helpful has the information technology environment at IU Northwest been in your teaching activities? [F]
| Average | Satisfaction | Usage |
| 3.73 ± .19 | 87.5 ± 6.5% | 92.9% |
32. How helpful has the information technology environment at IU Northwest been in your research activities? [S,F]
| Average | Satisfaction | Usage |
| 4.21 ± .09 | 97.8 ± 1.9% | 89.9% |
33. How helpful has the information technology environment at IU Northwest been in your learning experience? [S]
| Average | Satisfaction | Usage |
| 4.25 ± .12 | 98.0 ± 2.5% | 98.0% |
34. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUN. [S]
| Average | Agreement | Usage |
| 2.48 ± .21 | 44.2 ± 8.0% | 95.5% |
35. Overall, how satisfied are you with the information technology services (including telecommunications, instructional media, computing, and computer networking) offered by IUNITS during the past year? [All]
| Average | Satisfaction | Usage |
| 4.06 ± .08 | 95.1 ± 2.2% | 97.9% |
