UITS User Survey

This text file includes responses to the following question of the UITS survey:

If you have any comments about UITS services, including recommendations for additional services or support resources, as well as any complaints, critiques, or compliments that you would like to share, please enter them below.
The responses are listed by respondent case number. Case numbers, in which the respondent did not leave any text, are not included.

Identifying references have been removed from this document and replaced with “[IRD]”. Responses are grouped by sample: Faculty, Staff, Undergraduate students, and Graduate students.

Faculty responses:

On occasion when I have had to call for assistance with classroom technology, it often requires multiple calls before someone responds. Most recently, while teaching in the Mosaic room on my campus, the multiple screens were not functioning properly. My first call went to my campus IT site and was told that someone would be there quickly. After a period of time, and no one arriving, I called back but this time received someone at the main IT site. A third time of calling took me back to my campus IT, and eventually someone did arrive. This was after approximately 40 minutes of waiting - all the while class time was ticking away. Prompt responses, especially if this is in a classroom setting, would be helpful.
I would love to have an easy way to project my Mac or iPad directly up on the screen and be able to move about the classroom with the device. All the while, be able to annotate directly on the screen and control the PowerPoint with the device. Apple TV would allow me to do this.
An old technologist that I used was Solstice, but it was so clunky and cumbersome it was pointless to use.

Please implement a technology that allows the instructor to leave the podium with a device and be able to control/draw up on the screen. I would love to see this implemented in every classroom.
There is a vast discrepancy in how each classroom is equipped, even within the same building. I am coming up with workarounds, but it is a considerable annoyance.
IUSB's UITS team is fantastic! They solve my problems quickly and I feel like they really care about giving me good service. Give them all raises!
Teams is the bane of my existence. Poor sound quality on calls. Constantly having to put on the Do Not Disturb when I'm in meetings so I don't get interrupted with calls. Teams meetings start to break up when there are more than 6 people on the video.
Thank you for all your help.
I do not like using Teams for the phone calls. I guess I can get used to it. I also don't like that all m committees store and communicate differently. It if very difficult to keep track and know all the difference resources. Some use Canvas, Teams, OneDrive, or don't at all. This should be standardized.
Local IT staff at IUSB have always responded to calls and arrived in the classroom to address technical issues.
I received several spam calls on Microsoft Team recently when I was online on Team. I had to log out to stop receiving those calls.
I would really love for OneDrive to be given its own, searchable "app" widget on the One.IU website. I utilize OneDrive for several of my courses, and it's always a small hassle explaining to students how to locate their accounts & access the folders I create for them (i.e. go to Microsoft 365, click here, click there, click this, etc. etc.)
There is little to no instructional design support at regional campuses.

Training in IT services would be useful, especially regarding classroom technology and Canvas for a new instructor

Staff responses:

In my department, data migration to Teams was done mid-semester, in the middle of finals. As if we did not have everything else to do, we suddenly had to drop everything and verify the migration worked and that files were not lost. Why was this not done in the summer? Additionally, Teams is not intuitive and training on it is non-existent. I am very disappointed in how this unfolded.
I know that if I do have IT issues, that the IT department is just a phone call away, so that's very helpful and I can walk over to IT if I have questions, etc..
Teams is horrible and I have yet to talk with anyone who really likes using it. Especially for phone calls. It's terrible as far as connectivity to (and receiving) outside calls.
I wish the help desk could fix more issues, not just immediately kick it to the next level. We need a couple knowledgeable trained general technicians (possibly part of the help desk). People that can go in person to fix "simple" computer/phone/printer/software problems.
But, overall, everything is good. I have always received support when needed.
Our IUTS staff are sometimes knowledgeable of what needs to be done to fix various issues. For some, you can tell they are experts and others there are definitely gaps in their knowledge that are frustrating to see, especially when it comes to a simple fix.
When I need assistance with an IT problem, I will typically not contact my own campus for assistance as they are not as knowledgeable as are BL or IUI staff. Often, the help desk will hum and haw and take a long time determining an answer (if at all). The IT Help Desk staff at the larger campuses can get me up and running (without an extensive Google search).

Please keep confidential- Regarding web page publishing, I used to have the ability to make changes to my own webpages within my area (about 20 pages). However, I now have to submit a webform and hope the instructions are understandable. It takes me (at least) five times longer to complete a task-- in addition, I need to keep a spreadsheet to track what changes are requested. Periodically, a web tech (whose first language is not English), will be making the changes and makes them incorrectly. I had to submit one request four times before it was finally done correctly.
It is the people of our campus IT department that are the most crucial. We have experienced many changes that affect us daily and without them we would not be able to effectively integrate to the new Microsoft Teams. They know all the shortcuts that make the process easier for the user that are not out there on the web.
Tech trainings are more helpful in a lab and with a dedicated time. It is overwhelming to squeeze it in between students. Plus every department is short-staffed so the university should invest in helping staff understand the essential tech for job performance. We shouldn’t have to figure it out on our own. That is low-quality educational support from an institution of higher ed.
I think migrating our drives to teams was a horrible idea. It has slowed down the creation and editing of documents almost tenfold. Teams is a slow application with half the functions of desktop files.

Undergraduate responses:

I wish there was a simpler way to take money off of a crimson card and put it into your banking account. I also find navigating nearly everything on my phone to be challenging. Canvas is the only semi- exception because it has a dedicated app that's fine.
I am currently only taking classes online off campus. I haven't had any issues with technology or any of the programs used, so I don't have much to say about UITS.
The lower levels of Northside Hall at IUSB do not tend to get the best signal/internet coverage and could be improved.
IT help at IUSB is excellent I have had a few hiccups and they were able to help both tines and in a professional manner. Highly satisfied.
My biggest gripe is the printer situation. There are times where I've worn my Crimson Card out from swiping to print material. I was taken back when I went in for a new card and was told I sabotaged my old one. Not a chance, I get $20 or so each semester to print and I print something at least once a day for the duration of the semester. Would be worth considering going to a tap method to log in to printers.
Keep doing what you're doing.
There needs to be a dedicated support line for in classroom support. One of my professors spent 20 minutes troubleshooting a problem while on hold.
Have access to internet in the parking lots.
I recently had an issue with a software application that I had installed from IU AnyWare, which was preventing me from completing and submitting an assignment. I was pleased with the assistance that I received from the helpdesk over the span of a night and day, especially the online support in reloading the application.
Overall great experience!