IT Survey Report:Feedback from Faculty Senate
January 26, 2012
IT Clients: the Survey
• Questions concerned technology in general, not just
the services provided by the Division of IT
• 525 Responses
Breakdown by College
Nine faculty members did not identify their college
IT Clients: What they consider most important
services
Faculty
Staff
Students
Assistance with my
computer
Assistance with my
computer
Assistance with my
computer
Technology support
in the classroom
Help Desk
Wireless
Help Desk
Banner Support
Internet
LMS Support
Email
Technology
Commons
Internet
Internet
Software Support
Key Satisfaction and Dissatisfaction Areas
How satisfied are clients with how well IT…
Timeliness of service
Provision of Services
Stakeholder Involvement
Informing the Campus
Wireless Coverage
Open Comments Analysis:Major Issues
Faculty
Staff
Students
Wireless Coverage
Wireless Coverage
Wireless Coverage
R-25 Functionality
R-25 Functionality
Internet Speed
Internet Speed
Computer Refresh
Computer Refresh
Condition of
Departmental Labs
Internet Speed
Condition of
Departmental Labs
Better digital media
support and storage
Better digital media
support and storage
Better streaming of
movies in Blackboard
Less technical
communication
Less technical
communication
Less technical, better
studentcommunication
Need for better features
in Blackboard
Speed of governance
process
Need for better features
in Blackboard
Speed of project process
Concern about
Blackboard functionality
Dissatisfaction with Red
Dot
Dissatisfaction with Red
Dot
Open Comments Analysis: the Positive
Faculty
Staff
Students
Blackboard Client
Support in the CFC
IT works hard with few
resources
IT works hard with few
resources
New faculty orientation
Professional, friendly
support
IT Help Desk
IT Help Desk
IT Help Desk
Technology Commonsplace to work and study
Major Areas: Faculty Dissatisfaction
Area of Dissatisfaction
Controlled by IT?
Wireless Coverage
Yes, but no funding
Individual Computer Refresh
No
Condition of Departmental Labs
No
Key Takeaways
• The most significant issue is wireless coverage.
• Client facing services are working well, especially the
Help Desk.
• The Technology Commons and the CFC are working
well.
• The campus needs a second internet connection.
• IT has some communications work to do:
– Students want more communication from IT
– There are misperceptions we need to correct especially with
faculty.
– There is much we do that clients are not aware of.
– Downward communication in the organization is not working.
Top 3 IT Priorities of Campus Groups
Acad
Admin
Infras.
Staff
Senate
Wire.
Wire.
Wire.
Wire.
Wireless
CapacityWireless
Storage,
research
comput.
Comp
Refre
and
Dept
Labs.
IT Soft
Money
Comp
Refresh
And All
Labs
Comp.
Refresh
Computer
Refresh
and Dept
Labs
Comp.
refresh
IT
Funding
Model
Stor.
Comp.
Refresh
Storage
and
servers
Storage
Storage
DR
Second
Internet
Faculty
Senate
Liaisons
COD
SGA
ITC
What are the top IT issues WCU
should address?
• 1
• 2
• 3