2010 UITS IUSB 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 1010 randomly selected people at Indiana University South Bend (200 faculty, 150 staff, and 660 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 IUSB 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, 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).

GENERAL USER SUPPORT SERVICES

1. Information Technologies (IT) 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 IT HelpDesk staff (DW 1245) - knowledge and ability 4.08 ± .08 94.2 ± 2.3% 72.7% [All] IT HelpDesk staff (DW 1245) - courtesy & helpfulness 4.07 ± .09 91.7 ± 2.7% 73.0% [All] IT HelpDesk staff - responsiveness [All] 4.04 ± .09 91.5 ± 2.7% 72.8% Database programming and support [All] 4.02 ± .09 94.2 ± 2.3% 51.8% IT Web pages [All] 3.93 ± .09 91.3 ± 2.8% 70.1% Availability of information concerning IT computers and 3.91 ± .10 87.9 ± 3.2% 79.3% services [All] STARTUP classes in computing labs [F,S] 3.77 ± .13 83.2 ± 4.4% 38.1% Technology training classes provided through Extended 3.80 ± .15 84.9 ± 5.0% 41.0% Learning Services [F,Staff] UCET Technology training classes [F] 4.31 ± .16 97.8 ± 3.7% 51.7% IU Knowledge Base [All] 4.13 ± .08 96.3 ± 1.9% 68.3% IUware Online [All] 4.37 ± .09 95.8 ± 2.0% 86.2%

2. Overall, how satisfied are you with the general IT user support services available at IU South Bend? [All]

Average Satisfaction Usage 3.89 ± .09 90.9 ± 2.8% 94.7%

STUDENT COMPUTING LABS

3. IT maintains a number of student computing labs designated specifically for student use and instruction. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.

Average Satisfaction Usage Student Computing Labs hardware [All] 3.82 ± .10 87.6 ± 3.2% 88.6% Student Computing Labs software [All] 4.12 ± .08 95.1 ± 2.1% 88.6% Availability of Student Computing Labs [All] 3.58 ± .12 78.0 ± 4.0% 94.0%

Knowledge and ability of Student Computing Labs 3.89 ± .10 88.4 ± 3.1% 77.7% consultants [All] Courtesy and helpfulness of Student Computing Labs 4.02 ± .10 89.6 ± 3.0% 81.1% consultants [All] Cleanliness of Computing Labs [All] 4.19 ± .09 93.6 ± 2.4% 93.8%

4. Net Express workstations are located in hallways and lobbies on campus. Please indicate your satisfaction by selecting the appropriate response. [All] Average Satisfaction Usage

3.64 ± .11 86.3 ± 3.3% 79.1%

5. If you have used one of our mobile laptop PC units in the classroom, please indicate your satisfaction by selecting the appropriate response. [All]

6. Overall, how satisfied are you with IT instructional and student computing labs available at IU South Bend? [All]

CLASSROOM TECHNOLOGY SERVICES

7. IT provides permanently installed classroom technology equipment and support for all generally-scheduled classrooms. If you use these facilities and services, please indicate your satisfaction by selecting the appropriate response. [F]

Average Satisfaction Usage Classroom tech staff – knowledge and ability 4.34 ± .16 96.9 ± 4.2% 74.7% Classroom tech staff – courtesy and helpfulness 4.52 ± .14 100 ± .6% 75.6% Classroom tech staff - responsiveness 4.36 ± .17 96.9 ± 4.2% 73.6% Classroom technology equipment 3.81 ± .20 88.9 ± 7.2% 93.1%

8. Overall, how satisfied are you with classroom technology services? [ALL]

DATA / TELECOM SERVICES 9. IT supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response. [All]

Average Satisfaction Usage Reliability of office, laboratory, or classroom direct 4.36 ± .11 96.7 ± 2.6% 80.4% network connection (Ethernet data jack) [F,Staff] Speed of office, laboratory, or classroom direct 4.00 ± .13 92.5 ± 3.7% 83.2% network connection (Ethernet data jack) [F,Staff] Wireless network availability [All] 3.73 ± .11 83.9 ± 3.6% 66.3% Wireless network reliability [All] 3.56 ± .12 78.4 ± 4.0% 66.1% Campus Switchboard (520-4872 or 0) [All] 3.99 ± .09 95.0 ± 2.2% 34.5% Telephone support staff – knowledge and ability 4.36 ± .12 95.4 ± 3.1% 69.4% [F,Staff] Telephone support staff – courtesy and helpfulness 4.41 ± .11 96.5 ± 2.7% 72.1% [F,Staff] Telephone support staff – responsiveness [F, Staff] 4.32 ± .11 95.9 ± 2.9% 71.3% Telephone equipment (e.g., telephone sets) [F,Staff] 3.70 ± .15 85.4 ± 5.0% 86.9% Online telephone directories [F,Staff] 3.55 ± .16 80.7 ± 5.5% 75.5% Campus office voice mail services (520-4848) 3.98 ± .13 91.9 ± 3.9% 89.9% [F,Staff]

10. Overall, how satisfied are you with data and telecommunication services? [All]

GENERAL ASSESSMENT

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

Average Satisfaction Usage 4.02 ± .18 92.8 ± 6.0% 95.4% 12. How helpful has the information technology environment at IU South Bend been in your research activities? [S,F]

13. How helpful has the information technology environment at IU South Bend been in your learning experience? [S]

14. Overall, how satisfied are you with information technology services (including Help Desk, classroom technology, student labs, database support, office computers, Web-based information, network and telephone systems) offered by IU South Bend IT during the past year? [All]

ELECTRONIC MAIL

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

Average Satisfaction Usage Imail [S] 3.92 ± .16 88.0 ± 4.8% 43.7% Umail [S] 4.27 ± .14 94.3 ± 3.6% 76.1% Microsoft Exchange/Outlook [F,Staff] 4.25 ± .11 95.5 ± 3.0% 92.0% Outlook Web Access [F,Staff] 3.99 ± .13 91.9 ± 4.0% 78.4%

16. Which e-mail system do you use most often?

Staff Faculty Microsoft Exchange/Outlook 88.5% 72.7% [F,Staff] Outlook Web Access [F,Staff] 11.5% 27.3%

17. If IU e-mail is not your primary account, have you set it to automatically forward to your primary e-mail account? [All]

Yes: 39.2%

18. How often do you check your IU e-mail? [All]

Several times a Once a day Several times a Once a week Less than once a days week week Students 40.8% 23.0% 16.8% 7.7% 11.7% Staff 98.3% 1.7% 0.0% 0.0% 0.0% Faculty 94.1% 3.5% 0.0% 0.0% 2.4%

19. IT at IU provides an anti-spam service to quarantine potential spam e-mail. Indicate your overall satisfaction by selecting the appropriate response. [All]

20. Overall, how satisfied are you with the e-mail services provided by IU? [All]

ONCOURSE

21. Oncourse, a tool for creating and maintaining Web-based teaching and learning resources, is available to faculty and students at Indiana University. Respond to the following in reference to your experience with Oncourse. [F,S]

a. From where do you connect to Oncourse?

Campus Home Both locations Do not use Students 4.6% 6.6% 88.8% 0.0% Faculty 10.6% 0.0% 87.1% 2.4%

b. Indicate your level of satisfaction with Oncourse at IU:

RESEARCH AND ACADEMIC COMPUTING

22. Overall, how satisfied are you with the IU IT research computing services available centrally? [S,F]

UNIVERSITY INFORMATION SERVICES

23. IT Computing Services helps to support 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 selecting the appropriate response.

Average Satisfaction Usage Student Information Systems: General functionality 4.02 ± .09 93.6 ± 2.4% 93.4% (Admissions, Advising, Bursar, Records, Financial Aid) [All] Student Information Systems: Academic Advising 3.70 ± .12 82.5 ± 3.7% 82.1% Services [All] Student Information Systems: Register for Classes[S] 4.14 ± .13 92.9 ± 3.8% 99.5% Student Information Systems: Bursar Services [S] 4.04 ± .14 93.0 ± 3.8% 93.9% Student Information Systems: Financial Aid Services 4.08 ± .13 92.4 ± 3.9% 86.3% [S] Student Information Systems: Faculty Services 4.02 ± .17 93.9 ± 5.6% 94.3% (rosters, grades) [F] Human Resources Management System (HRMS): E- 3.58 ± .18 85.5 ± 6.6% 50.8% Doc Services [Staff] Human Resources Management System (HRMS): 3.05 ± .18 67.5 ± 6.5% 58.1% TIME-IU time keeping system [F,Staff] Faculty Annual Report (FAR) [F,Staff] 2.65 ± .19 52.9 ± 6.9% 26.2% Financial Information System (FIS) [F,Staff] 3.67 ± .14 90.4 ± 4.2% 49.8% IU Information Environment including Financial 3.67 ± .14 88.0 ± 4.6% 44.1% Data Retrieval System [F,Staff] Library online catalog (INDYCAT/IUCAT) [All] 4.05 ± .09 92.5 ± 2.6% 81.5% OneStart Portal: Navigation/Usability [All] 3.89 ± .09 90.2 ± 2.9% 96.5% OneStart Portal: OneStart Calendar / Classifieds [S] 3.94 ± .14 89.7 ± 4.5% 80.4%

24. 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, etc.) [S, F]

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

ABOUT YOU

28. How would you rate your computer expertise? [All]

Average Expertise 3.67 ± .07 (1=novice, 5=expert):

29. Do you have a computer (laptop or desktop) at your residence? [All] Yes: 99.7%

a. What type of computer is it?

Percentage checked Responses Computer running Windows 89.5% 344 Apple Macintosh or compatible 13.2% 68 Unix workstation 1.0% 4 Other 3.1% 13

b. If you have a laptop, do you bring it to campus:

Yes: 47.9%

c. If yes, where do you usually use it?

Classrooms Library Food Service areas Other (including The Grille, Quiet Lounge, Courtside Café) 23.3% 30.9% 26.4% 19.5%

30. Please respond to the following items to give us a better understanding of you as a student at IU South Bend. [S]

a. How many classes do you take in a typical semester?

1 or 2 3 or 4 More than 4 Students 2.5% 57.9% 39.6%

b Would you describe yourself as a:

Traditional student (entered college Non-traditional student (many years immediately after high school; 24 between high school and college; 25 years or under) years or older when starting college) Students 60.9% 39.1% c. While a student, do you:

Work full-time Work part-time Have no paid employment Students 18.3% 53.3% 28.4%

d. Are you a:

Male Female Students 41.6% 58.4%

31. How long have you been using computers? [All]

% Less than one year % 1-4 years % 5-9 years % 10-19 years 20 years or more Students 0.0% 2.5% 18.8% 68.5% 10.2% Staff 0.8% 0.0% 2.4% 41.5% 55.3% Faculty 0.0% 0.0% 3.5% 34.9% 61.6%