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UTC IT Assessment to Support SACS Accreditation

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					              A Higher Education TechQual+ Study




UTC IT Assessment to Support SACS Accreditation
       for University of Tennessee-Chattanooga, The




                   Higher Education TechQual+
 Assessing Service Quality for Technology Organizations in Higher Education
                          http://www.techqual.org
Contents
From the TechQual+ Project Director                                                                             3
About the Higher Education TechQual+ Project                                                                    4
Project Coordinators for University of Tennessee-Chattanooga, The                                               5
Higher Education TechQual+ Data Analysis Guide                                                                  6
About this Higher Education TechQual+ Assessment                                                                8
Respondents                                                                                                   10
Assessment Results (All Respondents)                                                                          11
 Zones of Tolerance                                                                                           11
 Radar Chart                                                                                                  13
Appendix: Open-Ended Questions                                                                                15
Appendix: Respondent Suggestions                                                                              22




                                                                    UTC IT Assessment to Support SACS Accreditation
                                                                             Generated on Tuesday, January 05, 2010
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From the Higher Education TechQual+ Project Director
This report is the result of an assessment of technology services conducted at University of
Tennessee-Chattanooga, The. The assessment instrument is being developed through a collaborative
effort between multiple institutions of higher education, a project known as the Higher Education
TechQual+ Project. The goal of this project is to create a standardized, scientifically valid instrument that
assesses the quality of services delivered by technology organizations in higher education, in a way that
provides for benchmarks and comparisons between institutions. The results contained within this report
are based on this assessment. I hope that the reader finds the results enlightening and helpful in
planning, developing, and managing technology services at University of Tennessee-Chattanooga, The.
The Higher Education TechQual+ Project is modeled on the LibQual+ project developed by the
Association of Research Libraries (ARL) in conjunction with the Texas A&M University Libraries. I am
grateful to the pioneering work accomplished by the LibQual+ research team, and recognize that their
work has truly transformed libraries by creating a culture of assessment within the library practice. It is our
hope that the the Higher Education TechQual+ Project will have a similar transformative effect for
technology organizations in higher education.

Dr. Timothy M. Chester
Pepperdine University




                                                                              UTC IT Assessment to Support SACS Accreditation
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About the Higher Education TechQual+ Project
The Higher Education TechQual+ Assessment had its origins in a pilot project conducted at Texas A&M
University at Qatar in the Spring of 2006. Under the leadership of Dr. Timothy M. Chester, the
management team of Information Technology Services (ITS) worked to build an instrument to gather
feedback from the TAMUQ community of end users in a way that would provide objective criteria for
service and project planning.
They modeled their work on the existing SERVQUAL, and IS SERVQUAL approaches, but paid particular
attention to pioneering work by the leadership of Texas A&M University Libraries and their partners from
the Association of Research Libraries, who had previously developed the LibQual+ conceptual model and
assessment instrument. The LibQual+ conceptual model itself was also based in part on SERVQUAL, a
tool used in the private sector to assess the quality of services.
Following the success of the pilot project, a research project was commissioned by Dr. Timothy Chester.
The goal of the project is to develop a scientifically reliable and valid instrument that can be adopted by all
institutions of higher education to conduct assessments of technology services on their own campuses.
The resulting instrument is delivered through a web portal (http://www.techqual.org), shielding the
participating institutions from the rigors and complexities of survey research.
The Higher Education TechQual+ Assessment is a web-based survey that requires approximately 20
minutes to complete. It asks respondents to provide evaluations regarding minimum expectation levels,
desired service levels, and perceived service levels for up to 30 individual types of technology services
commonly delivered in higher education.
TechQual+ is a three year project, and will consist of multiple rounds of qualitative and quantiative data
collection from participating institutions beginning in the fall of 2006. Using this data, the TechQual+
instrument will be continually refined until the resulting instrument is considered to be scientifically
reliable, valid, and universal. The goal of the project is to understand what end users feel that "technology
services" really are and then to develop an instrument that allows for the systematic exploration of the
quality of these services in a way that is benchmarkable and allows for comparisons across institutions.
Funding for the project is being provided by Pepperdine University and by institutions participating in the
project.
The TechQual+ project team is grateful for the exceptional work by the staff of the Texas A&M University
Libraries as they developed and implemented the LibQual+ process. The success of the TechQual+
project will be due in large part to their pioneering research that produced the LibQual+ instrument.




                                                                              UTC IT Assessment to Support SACS Accreditation
                                                                                       Generated on Tuesday, January 05, 2010
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Project Coordinators for University of Tennessee-Chattanooga, The
The Higher Education TechQual+ Project is a cooperative project between institutions of higher education.
Each participating institution is represented by project coordinators who direct and conduct assessments
for their institution.
This assessment was conducted by the project coordinators for University of Tennessee-Chattanooga,
The. The Higher Education TechQual+ project coordinators for this institution are:


Wilson, Monty
CIO
Information Technology
monty-wilson@utc.edu




                                                                          UTC IT Assessment to Support SACS Accreditation
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Higher Education TechQual+ Data Analysis Guide
The data from this assessment is presented in multiple ways:
Statistics: For each item in the assessment, both the means and standard deviations are reported, along
with the number of respondents (n*) who actually completed this question on the assessment.
Respondents who selected 'n/a' or who failed to enter a rating across all three service dimensions
(minimum, desired, perceived), or, who failed to enter a response are not included in these statistics (thus
the variation in n* across all questions). Additionally, two other important measures are included:

    Service Adequacy Gap Score: This score is computed by subtracting the minimum level of
    service score from the perceived level of service score. A positive number indicates the extent
    that perceived service levels exceeds end users minimum expectations, a negative number
    indicates a gap between the perceived performance and minimum expectations.
    Service Superiority Gap Score: This score indicates the degree to which end users desired
    service levels are being met. This score is competed by subtracting the desired level of service
    score from the perceived level of service score. A positive number indicates the extent that
    perceived service exceeds end users desired expectations, a negative number indicates a gap
    between perceived service performance and end users desired expectations.

Zones of Tolerance:




For each type of service, expectations are measured as a range as opposed to a single, scaled point. The
range between end users minimum expectations and desired expectations constitutes what is known as
the "zone of tolerance". A second range, the service adequacy gap range (minimum to perceived) is also


                                                                            UTC IT Assessment to Support SACS Accreditation
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computed and displayed against the zone of tolerance for each respective service dimension. This chart
graphically displays the end users range of expectations across all service dimensions and your
organizations performance against those expectations.
Radar Charts:




For each dimension of service, the minimum, desired, and perceived quality of service is plotted on a
radar chart. This chart is helpful in viewing how each data point is related to the overall service dimension
as well as to other service dimensions. The one to nine (1-9) scale is plotted along the y axis of the chart,
and each 'spoke' represents one dimension of service. The colors green, yellow, blue, and red are used to
express the perceived service levels against end users range of expectations (or, zones of tolerance).
Outliers: The data contained in this report excludes outlying cases. Outliers by definition are observations
that are numerically distant from other cases and have the potential to result in misleading results. For this
study, an outlier is defined as a case where the Adequacy Gap Score is either greater than or less than
two standard deviations from the mean Adequacy Gap Score. This has the effect of removing the top
2.275% and bottom 2.275% of cases. This determination is made on an item by item basis.
Incomplete Surveys: The data contained in this report includes cases where the respondent completed an
individual item but did not complete the assessment in its entirety. The inclusion of incomplete surveys is
optional and is determined by the individual generating this report.
Suggestions: When the perceived rating is below the minimum level of service, the end user is provided
the opportunity to make suggestions on how the quality of this service can be improved. While these
responses remain subjective, they can be useful in planning strategies to improve service quality over the
long term. These are typically contained in Appendix B.


                                                                             UTC IT Assessment to Support SACS Accreditation
                                                                                      Generated on Tuesday, January 05, 2010
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About this Higher Education TechQual+ Assessment
This assessment consisted of multiple questions grouped together into separate focus areas. The focus
areas for this assessment were designed to assess these categories of services:
    Connectivity & Access
    Measures service quality of network access and the ability to access online services

    Technology & Technology Services
    Measures service quality of technology services such as software applications or classroom technology

    The End User Experience
    Measures service quality of training, technology support, and the end user experience

Each of these focus areas includes separate questions that refer specifically to service dimensions on the
University of Tennessee-Chattanooga, The campus corresponding to each focus area. For each question,
respondents are asked to rate the service dimension in three ways based on a rating scale (1 is lowest, 9
is highest). Respondents are requested to indicate their minimum service level expectation, desired
service level expectation, and perceived service performance for each statement:
    Minimum Service Level Expectation - the number that represents the minimum level of service
    that the respondent finds acceptable. If a respondent has minimal expectations for the statement,
    his or her rating is typically closer to the lower end of the rating scale. If the respondent has
    higher expectations, the rating is typically closer to the higher end of the rating scale.
    Desired Service Level Expectation - the number that represents the level of service that the
    respondent personally wants. The respondent selects a rating that represents the level of
    services he or she desires.
    Perceived Service Performance - the number that represents the level of service that the
    respondent believes is currently provided. This rating is typically considered in light of the
    minimum and desired ratings that were previously selected. Generally speaking, this rating
    typically falls between the minimum and desired service level ratings. However, if the respondent
    feels that the actual performance is below the minimum service levels, the rating is equal to or
    below their minimum service level rating. If the respondent feels that the actual performance
    exceeds the desired expectations, the rating is typically equal to or greater than the desired
    service level rating.
Focus Areas and Service Dimensions for This Assessment
Below is a list of the Higher Education TechQual+ focus areas and service dimensions for this
assessment.
    Connectivity & Access
         When it comes to...
              Having adequate capacity (speed, bandwidth) when using the wired network
              Having adequate capacity (speed, bandwidth) when using the wireless network
              Having wireless network coverage in all the areas that are important to me as a
              faculty, student, or staff member
              Having a university network that is reliable, available, and performs in an
              acceptable manner
              Having access to important university provided technology services from my
              mobile device




                                                                                            UTC IT Assessment to Support SACS Accreditation
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           Having access to important university provided technology services from off
           campus when at home or traveling
   Technology & Technology Services
       When it comes to...
           Having a university web site that provides timely and relevant information
           Having a sufficient number of online (i.e. web based) services that are helpful to
           me
           Having university information systems (finance, HR, student, library, or portal)
           that are easy to use and are helpful to me
           Access to timely and relevant information from university information systems
           (finance, HR, student, library, or portal) necessary to be successful in my role as
           a faculty, student, or staff
           Having online (i.e. web based) services that perform (or respond) in an
           acceptable manner
           Having technology within classrooms or meeting areas that enhances the
           presentation of information
   The End User Experience
       When it comes to...
           Getting training or self-help resources that help me become more effective with
           technology services at my university
           Support staff who are knowledgeable and can assist me with resolving problems
           experienced with technology services at my university
           Support staff who are consistently courteous and ready to respond to my request
           for assistance with university provided technology services
           Getting timely resolution to problems I am experiencing with technology services
           at my university
           Opportunities to provide feedback regarding technology services at my university
           Participating in a university wide community of end users seeking to make the
           best use of technology resources
Open-Ended Questions
Additionally, the project coordinators for University of Tennessee-Chattanooga, The included these
open-ended questions with this assessment, for which respondents were asked to provide a free-form
response. The responses to these questions are contained in Appendix A of this report.
   "Please provide any additional comments in the section below:"




                                                                           UTC IT Assessment to Support SACS Accreditation
                                                                                    Generated on Tuesday, January 05, 2010
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Respondents
The total population (N) for this assessment included the faculty, staff, and students (or portions thereof)
of University of Tennessee-Chattanooga, The. The Higher Education TechQual+ project protocols state
that respondents (n) should represent a random sampling of the total population (N). The responsibility for
assuring a sufficiently large random sample resides with the project coordinators at University of
Tennessee-Chattanooga, The. Deviations from the Higher Education TechQual+ project protocols may
negatively impact the statistical accuracy of this study.
This breakdown of total population (N), respondent (n), and completed assessments is based on the data
that was entered for this assessment by the University of Tennessee-Chattanooga, The project
coordinators. This analysis is accurate to the extent that: (1) the category and sub-category that were
entered for each respondent is correct; and (2) the total population and sub-population (by category, by
sub-category) information that was entered is correct. This data was provided by the project coordinators
at University of Tennessee-Chattanooga, The and IS NOT self-reported. Gaps in this data are due to
incomplete or missing population, category, and sub-category data.
Total Population / Respondents
   Population Size (N)                Respondents (n)                Respondents (n) %                     # Complete                     Response Rate
               0                              2086                              0%                               261                              13%


Category: field1
                                                                 Pop (N)               Resp (n)             Resp (n) %              # Comp              Resp Rate
Employee                                                             0                   2086                    0%                    261                  13%
                                                Totals:              0                   2086                    0%                    261                  13%
Legend: Pop (N) = Total Population; Resp (n) = Sample Size; Resp (n) % = n/N x 100; # Comp = # Complete Assessments; Resp Rate = # Comp/n x 100




                                                                                                                    UTC IT Assessment to Support SACS Accreditation
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Zones of Tolerance (All Respondents)
Below you will find the 'Zones of Tolerance' view for this assessment. The assessment summary data
table below is included in order to make this chart easier to understand. For each service dimension the
statistical mean, standard deviation, and n*, where n* represents the number of respondents who
provided a complete rating for this service dimension. Thus, there may be variation in n* across all service
dimensions. Rows shaded yellow may indicate potential problem areas, rows shaded red indicate a
negative service adequacy gap score.




Connectivity & Access
Measures service quality of network access and the ability to access online services

  #   When it comes to...                                                               Min        Des       Per     Adeq      Supr       n*
      Having adequate capacity (speed, bandwidth) when using the wired           Mean   6.37      8.38      6.77      0.40     -1.61
  1   network                                                                                                                            252
                                                                                 Dev    1.48      0.92      1.48      1.46     1.52
      Having adequate capacity (speed, bandwidth) when using the wireless        Mean   6.01      8.11      6.25      0.24     -1.86
  2   network                                                                                                                            203
                                                                                 Dev    1.69      1.24      1.70      1.79     1.87
      Having wireless network coverage in all the areas that are important to    Mean   6.24      8.00      6.46      0.22     -1.55
  3   me as a faculty, student, or staff member                                                                                          208
                                                                                 Dev    1.78      1.37      1.79      1.74     1.84
      Having a university network that is reliable, available, and performs in   Mean   7.27      8.71      7.18     -0.09     -1.53
  4   an acceptable manner                                                                                                               249
                                                                                 Dev    1.49      0.62      1.40      1.51     1.40
      Having access to important university provided technology services         Mean   5.24      7.01      5.90      0.66     -1.11
  5   from my mobile device                                                                                                              175
                                                                                 Dev    2.19      2.00      2.00      1.72     1.92



                                                                                               UTC IT Assessment to Support SACS Accreditation
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        Having access to important university provided technology services                             Mean       6.54      8.16      6.97      0.43      -1.19
  6     from off campus when at home or traveling                                                                                                                    241
                                                                                                        Dev       1.77      1.23      1.46      1.38      1.34
Legend: Min = Minimum Level of Service; Des = Desired Level of Service; Per = Perceived Service Quality; Adeq = Adequacy Gap Score (perceived - minimum); Supr =
Superiority Gap Score (perceived - desired); n* = Total Respondents Who Completed Item; Mean = Statistical Mean; Dev = Standard Deviation; Red Color = Perceived <
Minimum; Green Color = Perceived > Desired; Yellow Color = Potential Problem Areas

Technology & Technology Services
Measures service quality of technology services such as software applications or classroom technology

  #     When it comes to...                                                                                       Min        Des       Per     Adeq       Supr       n*
        Having a university web site that provides timely and relevant                                 Mean       6.89      8.45      6.94      0.05      -1.51
  7     information                                                                                                                                                  237
                                                                                                        Dev       1.44      0.92      1.37      1.28      1.36
        Having a sufficient number of online (i.e. web based) services that are                        Mean       6.57      8.11      6.93      0.37      -1.18
  8     helpful to me                                                                                                                                                237
                                                                                                        Dev       1.53      1.10      1.42      1.28      1.27
        Having university information systems (finance, HR, student, library, or                       Mean       6.89      8.41      6.92      0.03      -1.49
  9     portal) that are easy to use and are helpful to me                                                                                                           233
                                                                                                        Dev       1.51      0.91      1.45      1.50      1.47
        Access to timely and relevant information from university information                          Mean       6.99      8.40      7.27      0.29      -1.13
 10     systems (finance, HR, student, library, or portal) necessary to be                                                                                           231
        successful in my role as a faculty, student, or staff                                           Dev       1.38      0.92      1.20      1.19      1.22

        Having online (i.e. web based) services that perform (or respond) in an                        Mean       7.08      8.47      7.15      0.06      -1.33
 11     acceptable manner                                                                                                                                            238
                                                                                                        Dev       1.50      0.94      1.31      1.26      1.19
        Having technology within classrooms or meeting areas that enhances                             Mean       7.02      8.49      6.95      -0.07     -1.54
 12     the presentation of information                                                                                                                              222
                                                                                                        Dev       1.68      1.03      1.51      1.69      1.57
Legend: Min = Minimum Level of Service; Des = Desired Level of Service; Per = Perceived Service Quality; Adeq = Adequacy Gap Score (perceived - minimum); Supr =
Superiority Gap Score (perceived - desired); n* = Total Respondents Who Completed Item; Mean = Statistical Mean; Dev = Standard Deviation; Red Color = Perceived <
Minimum; Green Color = Perceived > Desired; Yellow Color = Potential Problem Areas

The End User Experience
Measures service quality of training, technology support, and the end user experience

  #     When it comes to...                                                                                       Min        Des       Per     Adeq       Supr       n*
        Getting training or self-help resources that help me become more                               Mean       6.21      7.93      6.92      0.71      -1.01
 13     effective with technology services at my university                                                                                                          238
                                                                                                        Dev       1.63      1.19      1.40      1.44      1.51
        Support staff who are knowledgeable and can assist me with resolving                           Mean       7.10      8.55      7.41      0.31      -1.13
 14     problems experienced with technology services at my university                                                                                               240
                                                                                                        Dev       1.39      0.84      1.49      1.25      1.41
        Support staff who are consistently courteous and ready to respond to                           Mean       7.25      8.61      7.75      0.50      -0.86
 15     my request for assistance with university provided technology services                                                                                       237
                                                                                                        Dev       1.39      0.76      1.32      1.13      1.27
        Getting timely resolution to problems I am experiencing with technology                        Mean       7.28      8.66      7.44      0.16      -1.22
 16     services at my university                                                                                                                                    234
                                                                                                        Dev       1.45      0.77      1.48      1.41      1.44
        Opportunities to provide feedback regarding technology services at my                          Mean       6.10      7.73      6.84      0.74      -0.89
 17     university                                                                                                                                                   231
                                                                                                        Dev       1.85      1.33      1.61      1.49      1.44
        Participating in a university wide community of end users seeking to                           Mean       5.52      7.14      6.21      0.69      -0.93
 18     make the best use of technology resources                                                                                                                    201
                                                                                                        Dev       1.99      1.85      1.82      1.47      1.53
Legend: Min = Minimum Level of Service; Des = Desired Level of Service; Per = Perceived Service Quality; Adeq = Adequacy Gap Score (perceived - minimum); Supr =
Superiority Gap Score (perceived - desired); n* = Total Respondents Who Completed Item; Mean = Statistical Mean; Dev = Standard Deviation; Red Color = Perceived <
Minimum; Green Color = Perceived > Desired; Yellow Color = Potential Problem Areas




                                                                                                                         UTC IT Assessment to Support SACS Accreditation
                                                                                                                                  Generated on Tuesday, January 05, 2010
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Radar Chart (All Respondents)
Below you will find the radar chart for this assessment. A copy of the assessment summary data table is
also included in order to make this chart easier to understand. The data contained in this table is similar to
information contained in the previous section of this report.




Connectivity & Access
Measures service quality of network access and the ability to access online services

  #   When it comes to...                                                               Min        Des       Per     Adeq      Supr       n*
      Having adequate capacity (speed, bandwidth) when using the wired           Mean   6.37      8.38      6.77      0.40     -1.61
  1   network                                                                                                                            252
                                                                                 Dev    1.48      0.92      1.48      1.46     1.52
      Having adequate capacity (speed, bandwidth) when using the wireless        Mean   6.01      8.11      6.25      0.24     -1.86
  2   network                                                                                                                            203
                                                                                 Dev    1.69      1.24      1.70      1.79     1.87
      Having wireless network coverage in all the areas that are important to    Mean   6.24      8.00      6.46      0.22     -1.55
  3   me as a faculty, student, or staff member                                                                                          208
                                                                                 Dev    1.78      1.37      1.79      1.74     1.84
      Having a university network that is reliable, available, and performs in   Mean   7.27      8.71      7.18     -0.09     -1.53
  4   an acceptable manner                                                                                                               249
                                                                                 Dev    1.49      0.62      1.40      1.51     1.40
      Having access to important university provided technology services         Mean   5.24      7.01      5.90      0.66     -1.11
  5   from my mobile device                                                                                                              175
                                                                                 Dev    2.19      2.00      2.00      1.72     1.92
      Having access to important university provided technology services         Mean   6.54      8.16      6.97      0.43     -1.19
  6   from off campus when at home or traveling                                                                                          241
                                                                                 Dev    1.77      1.23      1.46      1.38     1.34




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Legend: Min = Minimum Level of Service; Des = Desired Level of Service; Per = Perceived Service Quality; Adeq = Adequacy Gap Score (perceived - minimum); Supr =
Superiority Gap Score (perceived - desired); n* = Total Respondents Who Completed Item; Mean = Statistical Mean; Dev = Standard Deviation; Red Color = Perceived <
Minimum; Green Color = Perceived > Desired; Yellow Color = Potential Problem Areas

Technology & Technology Services
Measures service quality of technology services such as software applications or classroom technology

  #     When it comes to...                                                                                       Min        Des       Per     Adeq       Supr       n*
        Having a university web site that provides timely and relevant                                 Mean       6.89      8.45      6.94      0.05      -1.51
  7     information                                                                                                                                                  237
                                                                                                        Dev       1.44      0.92      1.37      1.28      1.36
        Having a sufficient number of online (i.e. web based) services that are                        Mean       6.57      8.11      6.93      0.37      -1.18
  8     helpful to me                                                                                                                                                237
                                                                                                        Dev       1.53      1.10      1.42      1.28      1.27
        Having university information systems (finance, HR, student, library, or                       Mean       6.89      8.41      6.92      0.03      -1.49
  9     portal) that are easy to use and are helpful to me                                                                                                           233
                                                                                                        Dev       1.51      0.91      1.45      1.50      1.47
        Access to timely and relevant information from university information                          Mean       6.99      8.40      7.27      0.29      -1.13
 10     systems (finance, HR, student, library, or portal) necessary to be                                                                                           231
        successful in my role as a faculty, student, or staff                                           Dev       1.38      0.92      1.20      1.19      1.22

        Having online (i.e. web based) services that perform (or respond) in an                        Mean       7.08      8.47      7.15      0.06      -1.33
 11     acceptable manner                                                                                                                                            238
                                                                                                        Dev       1.50      0.94      1.31      1.26      1.19
        Having technology within classrooms or meeting areas that enhances                             Mean       7.02      8.49      6.95      -0.07     -1.54
 12     the presentation of information                                                                                                                              222
                                                                                                        Dev       1.68      1.03      1.51      1.69      1.57
Legend: Min = Minimum Level of Service; Des = Desired Level of Service; Per = Perceived Service Quality; Adeq = Adequacy Gap Score (perceived - minimum); Supr =
Superiority Gap Score (perceived - desired); n* = Total Respondents Who Completed Item; Mean = Statistical Mean; Dev = Standard Deviation; Red Color = Perceived <
Minimum; Green Color = Perceived > Desired; Yellow Color = Potential Problem Areas

The End User Experience
Measures service quality of training, technology support, and the end user experience

  #     When it comes to...                                                                                       Min        Des       Per     Adeq       Supr       n*
        Getting training or self-help resources that help me become more                               Mean       6.21      7.93      6.92      0.71      -1.01
 13     effective with technology services at my university                                                                                                          238
                                                                                                        Dev       1.63      1.19      1.40      1.44      1.51
        Support staff who are knowledgeable and can assist me with resolving                           Mean       7.10      8.55      7.41      0.31      -1.13
 14     problems experienced with technology services at my university                                                                                               240
                                                                                                        Dev       1.39      0.84      1.49      1.25      1.41
        Support staff who are consistently courteous and ready to respond to                           Mean       7.25      8.61      7.75      0.50      -0.86
 15     my request for assistance with university provided technology services                                                                                       237
                                                                                                        Dev       1.39      0.76      1.32      1.13      1.27
        Getting timely resolution to problems I am experiencing with technology                        Mean       7.28      8.66      7.44      0.16      -1.22
 16     services at my university                                                                                                                                    234
                                                                                                        Dev       1.45      0.77      1.48      1.41      1.44
        Opportunities to provide feedback regarding technology services at my                          Mean       6.10      7.73      6.84      0.74      -0.89
 17     university                                                                                                                                                   231
                                                                                                        Dev       1.85      1.33      1.61      1.49      1.44
        Participating in a university wide community of end users seeking to                           Mean       5.52      7.14      6.21      0.69      -0.93
 18     make the best use of technology resources                                                                                                                    201
                                                                                                        Dev       1.99      1.85      1.82      1.47      1.53
Legend: Min = Minimum Level of Service; Des = Desired Level of Service; Per = Perceived Service Quality; Adeq = Adequacy Gap Score (perceived - minimum); Supr =
Superiority Gap Score (perceived - desired); n* = Total Respondents Who Completed Item; Mean = Statistical Mean; Dev = Standard Deviation; Red Color = Perceived <
Minimum; Green Color = Perceived > Desired; Yellow Color = Potential Problem Areas




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Appendix: Open-Ended Questions
The project coordinators for University of Tennessee-Chattanooga, The included these open-ended
questions with this assessment. At the end of the assessment each respondent was provided the
opportunity to respond to these questions. Below are their uncensored, unfiltered responses grouped
together by question.
Please provide any additional comments in the section below:
To be honest, I was not sure how to answer some of those questions. I basically use AutoAudit, IRIS,
EXCEL, and Word. I have always had good support when there are problems.
-----
So far so good!
-----
Concerns: - how we choose to spend our limited IT resources (Bradford for example, why not protect the
network rather than impose difficult to use software on every member of the campus community
-structural problems, some colleges are served by central IT and others have college only staff
members, this has lead to all sorts of inconsistencies and problems. - lack of accountability in regards to
network performance - communication or lackthereof - record keeping - no IT bodies seem to post
minutes
-----
I think our help desk & tech department is really exceptional. The customer service ethic is very strong,
follow up is superb, and you have the sense they are always working to improve things.
-----
UTC is a place with tremendous potential that is ruined by the top-down management. No faculty buy in,
no resources if you are not an athletic team or engineer, few opporunities to interact with colleagues in a
true institutional development. All this makes for a bad situation that technology only MAKES WORSE! It
discourages interaction in the name of typing - a true waste of human potential.
-----
The IT staff have always provided expert support, often going the "extra mile" to solve problems.
-----
We have a great goup of IT Personnel.
-----
I think it is important to continue to provide support for MacIntosh users on campus. Most of the
software and trouble-shooting expertise lies with PC items. While PC's are used by a larger number of
people, it is vital to have technical support for those who prefer Macs. Thus far, I've had little difficulty
with getting my MacIntosh technical support on campus, and would very much like for that to continue.
On a different note, I have had problems accessing the smart podium controls, especially in Holt Hall
Rm.308. When trying to project illustrations from an e-text on the screen, it is OFTEN the case that no
image is present on the podium monitor itself. It is quite time consuming to type in the correct items for a
URL when the only image one can refer to is on the screen in the front of the room, and the podium is at
the extreme right edge of the room (looking towards the front). the podium instructions need to have
images of what cables should be connected to what ports in order to insure that when the "PC" button is
activated, the image shows up not only on the front screen but also on the podium monitor itself.
-----
I am pretty satisfied with this area. I don't really use wireless on the university, but have had some
trouble keeping my computer up to date in that area- I finally just gave up due to difficulties. In terms of
accessing my email from off-campus and using the library searches, all is satisfactory as long as we
maintain the present level of databases and ILL opportunities.
-----
The wireless situation needs to be improved, as does access to web-resources. It would be nice if all
faculty had access to a central server that they could use to run software (like PHP scripts). Blackboard



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is terrible -- there are far better alternatives. Moodle is a good, free alternative to Blackboard. Overall, it
would be nice to have an open discussion forum on the state of IT at UTC.
-----
Any time Ihave had a question for IT, I get a timely response and and are very helpful.
-----
I believe that ITD needs to focus on the user experience. Technology for technology's sake is useless.
There might be some technologies that we don't need to implement. Some technologies that we have
probably need to be explained and introduced to the campus better.
-----
I have worked on different campuses across the country and the IT suppert here is by far the best I have
been around.
-----
I often use the UTC LIBRARY website for research. I am graduate student, a (part-time) adjunct
instructor, and work in the Reference Dept. at the Public Library. I use the UTC library website for my
own research, helping students do research for their classes (in my occupation as a librarian), and to
check for materials at UTC that the Public Library does not own. The UTC Library website has been
invaluable to me.
-----
My observation of the UTC technology support system is that the workers and administrators
responsible for the operation are doing the best they can with limited resources.
-----
Continue to be proactive of working with all departments on campus to ensure that new updates &
software will work for all departments prior to purchase. I want to comment that Ido like all of the
upgrades to the IT website. The ability to enter in our IT requests or to check on progress online does
make a difference on campus.
-----
Overall service is good. Some of the systems at the University are old and outdated, resulting in
problems, particularly during peak periods. That is not the fault of staff members, but it is a problem.
-----
From my perspective, IT needs to take more ownership in campus priorities and projects, rather than
just letting things go along without their input until a crisis point arrives. Then resolution begins as a
reaction, rather than a proactive involvement.
-----
I am happy with the services and the help provided by our technical staff.
-----
Would be immensely helpful if the Helpdesk could acquire more employees. Present Helpdesk
employees appear to be stretched to the max. Also would be immensely helpful if the Helpdesk could
acquire more employees to work in the campus computer lab classrooms - more then two persons
would allow for more coverage and time for figuring out those typical technology quirks that always
occur with new installations.
-----
Please help UTC get on a regular, predictable, appropriate replacement schedule for all office
computers, podium computers, and lab computers. Ditto for software departments use regularly.
-----
The folks at the HELP desk are fabulous. THANK YOU! Remember when you do upgrades and system
shutdowns that we have weekend classes (Friday night and Saturday). YOu have done htis well this
semester; keep itup please!
-----
Technology always seems to be a "nice to do" item for UTC rather than a priority. The University always
seems to be trying to please everyone, doing too much with too little, rather than focusing on a core


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mission and doing it well. Even in the "good years," funding for technology is minimal. It is a credit to the
IT staff that they have been able to work creatively to keep the ship afloat, but unless funding issues are
addressed (either by cutting bleeding programs such as football or by gaining more funds somehow) we
will never climb above the rank of medicore when it comes to technology.
-----
Overall I think the technology offered at the school is very good. The wireless access could be
expanded. The Podium PC's need to be updated with the ability to play dvd's. There also needs to be IT
help available to the night school professors.
-----
Technology use is always on the rise and with it comes a greater need of support. With funding
restrictions this will be a hard challenge to overcome, but will be vital in helping to ensure the university
succeeds, especially with the goals set forth through the strategic plan.
-----
Overall our IT division is doing an excellent job, limited only by lack of funding for equipment and
personnel.
-----
The IT people do the impossible for the ungrateful. They have done so much for so long with so little that
they are now qualified to do almost anything with absolutely nothing!
-----
Considering the amount of recourse the university is able to allocate to IT dept, I have been quite
impressed and moved by the willingness and effort of helping that staff at IT dept (help desk) have
showed.
-----
I believe that when it comes to Technology at this University, I believe that the University does a
wonderful job of working with what they have. I am a true believer in that if you provide the proper
resources (People, Money, etc) then you get the better stuff. If you do not invest in what you have then
you can only get what you invest...
-----
On average - IT is pretty good - the only major complaint is network outages and slow servers (at times,
fortunately not frequently) and the response time when a request is put in. can be very long and often
takes several days to complete a project.
-----
I had trouble accessing the Internet in Room 200 in the Frist Building. I'm not sure what the problem
was, but oftentimes I was unable to use the computer during class time.
-----
I feel that the trainings offered from IT (e.g. phishing scams, etc.) have been really beneficial to my staff
and I would like for IT to offer a broader range of this type of class. Well done!
-----
Main Issues with UTC: Most employees are UTC are overworked and underpaid. Many times the
expectations of users are simply to high for the amount of funding available for those services. Most
users do not realize how expensive good technology actually is. Their expectations are to purchase the
low-end technology but get the high-end results. In most cases you simply get what you pay for. Great
technology cost money in equipment and support staff to implement/adminster it.
-----
The IT on campus doesnt engage the university staff/faculty to actually see what technologies are
important or desired. Instead, ITD forces technology down on the campus with no alternatives.
Alternative Operating Systems such as Mac OS X and Linux need to be taken into account. Ease of use
of services is also important. Bradford does not make wireless very friendly to use.
-----




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IRIS, for which I am only an approver, is a cumbersome system that requires numerous steps to execute
what should be very simple functions.
-----
Would be nice if the wireless service is actually secure (WEP, WPA, etc.)
-----
I think that the technology department do they best to get to everyone as soon as possible.
-----
You will note that my comments are virtually all an expression of frustration and unhappiness. I have no
idea how to fix the system, and I am not sure why you are asking me. All I can say is that they system is
broken, and it needs to be fixed. I am tired of having to go home to communicate on line with my
students.
-----
My job requires me to travel a lot, and I would like to have more support establishing a more mobile
network through my work laptop and, if possible, my i-phone. If these services are available, I haven't
been able to find adequate information about them and how to pursue this.
-----
My experience with the IT team has been very positive. I have had timely responses to all of my
technical concerns within the campus classrooms and setting up my office computer and everyone has
had great customer service skills.
-----
I.T. seems to consist of ever-changing divisions whose standard answer to most questions is "that's
someone else's responsibility - You need to contact someone else".
-----
The level of knowledge of those working in the Help Desk sometimes is exceeded by their ignorance of
the appropriate place to find answers when answering Staff questions.
-----
It would be helpful to have all university forms placed on the appropriate web pages. There are still
forms that have to printed out and completed by hand.
-----
Computer services are generally functional, away from campus may respond better with more advanced
technologies but overall not as bad as most universities.
-----
I feel that our IT department is doing about as good as it can do given our equipment, staffing, and
needs. I would love to have the opportunity to learn more IT related skills. Overall I feel that our websites
are not used efficiently over the whole university. There seems to be a reluctance to utilize available
online options in favor of antiquated paper methods. We could do three-quarters or more of what we do
more efficiently if we would utilize services. For example, payroll went "green" so they started requiring
us to print out two several page reports twice a month to verify payroll - so much for green! Why can't
this be done online? Another example, for SACS we spend hours of time generating lists of whom is
teaching what classes and what the instructors credentials are. I'm certain all this information is
available in a database somewhere on campus between IRIS and admissions and whomever keeps
faculty records. Why can't someone just generate those reports by combining the databases rather than
asking us to redo them over and over and over each semester. (I'm referring to the infamous rosters and
vitas. If I took more time to think, I could come up with other examples.
-----
It would be nice to have wireless controls for podium functions, so we could move more freely from the
podium.
-----
Everyone that answers the phone is very helpful, especially Nate.
-----


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I gave up on the automated system at the 4000 number and so don't know if it is still in use, but I now
simply call a staff member I trust. I wish you'd weed out the incompetent staff; at least you've gotten rid
of the less pleasant ones. I wish your best and brightest weren't "stolen" by Banner implementation; idea
people are needed for the campus more than for implementation; I hope we get them back. I wish
download times on podiums was better during class times; cant you get secretaries to stop streaming
music from online during class times (I was told that that is what was dragging down the speed-- or a
large part of the problem).
-----
Oddly, the survey crashed in the middle of taking it...........................
-----
I found it is inconvenient when I look for a technical paper on-line: I have to login everytime which was
ok but it would be good if a link can be provided for an article which is shown in a Google scholar page
per say and is available in the database, so we don't have to try to find it through the Lipton library
website......
-----
Overall our IT Division does a good job with the resourcs that they have. If we want the most current
technology we need to spend the money. IT gets grieve over this issue and it is a funding issue not a
performance issue.
-----
many of the computers and projectors are woefully inadequate. Unfortunately, this means that an
already underequipped classroom is made more frustrating by having equipment that does not
adequately meet the needs of the class.
-----
There are no deadlines for ITD projects - hence they are never late, but they are never finished either.
Everything is "done by spring" or "done by fall"; must be fall of 2014 since these projects never seem to
get done. Latest excuse is "waiting for UTK to do..." whatever. There seems to be a reorganization of
ITD announced every semester. Why? Service does not improve and projects still don't get done. ITD
does not need to hire another "manager'; they need to hire more trained, experienced people with actual
education in technology, not MBAs.
-----
Get rid of politics. :)
-----
In my opinion, the system needs to be assessed for its ability to meet the projected growth in wireless
communication over the next 10 years and funds allocated to meet these projections
-----
I think currently our IT department is focued on the administrative side of the University and needs to be
more aware and concerned with the academic side of the University. Changes should be documented
and communicated before they are made and should be subjected to user testing. Some types of
services just dont' make sense. If it were a business it might be more concerned with all users.
-----
I think our service is our best asset.
-----
The process for hardware upgrade currently in place seems to be a good one. I hope that the
implementation phase will be timely and smooth.
-----
Overall, I think the IT dept at UTC is very good.
-----
Both Mozilla and IE web browsers should be up to date with the latest versions and on every computer
located in classrooms and on media carts used throughout the university. There should not be such a
hodgepodge of programs and their up to date versions on computers in the classroom. For example,


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Mozilla is currently operating on its 3.5.5 version. However, the computer on the media cart in one of my
classrooms this fall 2009 semester had the 1.2 version of Mozilla. There's a big difference! Also, media
carts have to be used in classrooms, there should be an instruction sheet fixed to media cart so that the
instructors who use the carts will know how to work every thing. Since it is rare that each media cart will
have the exact same technology (doc cam, computer model, projector, etc.), it should be the duty of IT
or media resources or whomever to make sure that there are proper instructions with each cart. It's a bit
challenging to operate in a technological world and classroom when you have to spend 10 or 15 minutes
trying to set up a cart that should have been set up for you or redo something a previous instructor
undid without proper information.
-----
I am a satisfied camper. keep up the good work. Keep exploring more ways of becoming even more
usefull
-----
Good luck with funding IT on this campus. We need it. By the way, when do we get electronic
submission of grades via Blackboard?
-----
For my personal experience, I am overall very pleased with the prompt response and courteous IT
service.
-----
We need the funding to provide hardware, software, and full-time staff to support and expand the
technology needs on campus. Until information technology is made a priority by those in the
decision-making positions, I don't believe we will be able to compete with other colleges in the IT arena.
Students are looking for schools which provide IT services which fit their electronic needs (whether
gaming, streaming, wireless, 24/7 access, handheld synching, and more). Our IT department is not
even considered important enough to be housed together in one building where they would have easier
access to each other - thus saving time and money. They are constantly moved around campus to any
empty space that is not currently in use but are never given a permanent space or high priority unless a
service is interrupted.
-----
In general I am happy with most aspects of technology on campus, but the wireless internet access is
completely unsatisfactory due to the idiotic Bradford software that constantly puts me in remediation
even though I am up to date with all patches and antivirus software. With this software requirement in
place we might as well not have a wireless network as far as I am concerned, as it usually takes me so
long to get connected that I give up in disgust.
-----
ITD does not have a clear direction for their services and what is needed for the campus. They operate
in a "box" and there is not much thinking outside of that box. Inovation is not something used in the ITD
area, they are mostly reactionary.
-----
Systems on this campus are very outdated, weak, and inconsistently supported. Please read the
comments in my survey responses for rich information on problems I've had in a short amount of time.
Thanks for asking and I hope something is done!
-----
This survey is one of the most poorly designed instruments that I have ever seen.
-----
Overall I'm pretty satisfied with the IT offering at UTC. With that said, there are a few areas to be
improved, including the help desk and the computers provided in the class room podiums.
-----
On the whole, I think UTC IT does a remarkedly good job considering lack of resources and the current
Banner emphasis.
-----


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Inconsistencies in software/hardware in classroom, so they don't always perform the same. When there
are events, such as unplanned electrical outages, there is no effort to make sure classroom technology
is not affected. It falls on whichever class meets first, and attempts to use the technology. Much lost time
in one class until I began to check the podium well before class.
-----
I am an Adjust Instructor teaching my first course. The technology has been more than sufficient for my
needs, though I do not use much. I use email, UTC Online, and the PC & overhead in the classroom. I
have been very satisfied with each of these. The email is a little difficult to use since it does not have the
organizational feature that I am accustomed to with Outlook, but other than that I have not had any
problems.
-----
out-dated equipment prevents our staff from providing the highest level of customer service in a
non-degree-granting department. The computers are so old that it takes almost 45 secs to 1 minute to
move from the double-clicked icon on the desktop to a blank WORD new document. monitors here are
still the big chunky kind and they even have screen images burned into them. Could someone donate
enough money or equipment to at least bring technical equipment up to the early 2000's. The College of
Business gets new computers somewhere in their building at least once a year. Can't they share the
wealth?
-----
I think an awareness campaign about the benefits of a central IT would be helpful.
-----




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Appendix: Respondent Suggestions
When a respondent indicates that the perceived quality of a service dimension is less than their minimum
expectation they are provided the opportunity to make suggestions on how to improve the quality of this
service. While these responses remain subjective, they can be useful in planning strategies to improve
service quality over the long term. The responses below are uncensored and unfiltered.
Having adequate capacity (speed, bandwidth) when using the wired network
At times the speed seems particularly slow and this is generally during what I would guess are peak
usage times. I think having the students sharing the same bandwidth with the faculty/university service
is problematic.
-----
Keep the networks up and running
-----
More bandwidth in EMCS
-----
Sometimes bandwidth is fine. At other times, it's terrible. May be a function of load.
-----
Abysmal performance of Bradford makes it almost impossible to use a laptop in a classroom on an
occasional basis. Unannounced reboots of needed servers. An almost complete lack of understandable
communication with the campus as to upcoming events of importance to the general user. Either totally
ignoring the effects on other systems and users of making changes to servers and network devices, or
incompetence.
-----
UTC needs a new internet connection with more capacity
-----
It is not rational to expect more speed in this economy. BANDWIDTH must take a back seat (red:
someday dream) to having any connectivity at all. Just keep what we have please.
-----
The speed of service on my computer, which is not outdated, is slow. I have reported is numerous times
and have been told that it is the best that can be done. My service at home is much faster.
-----
increase bandwidth, I have a faster connection at home
-----
Very unreliable access to UTC online.
-----
Higher speed needed. Delays sometimes during periods of peak use. Part of the problem may be that
we do not have an adequate replacement policy and funding for older computers. We should replace
office computers every five years.
-----
Slowdowns occur in afternoon.
-----
With high expectations comes budgetary issues. But, if we are going to be high in the cyber field we
need to invest more in our capabilites.
-----
It is impossible to show a movie in a class session and that is just unacceptable in this day and age.
-----
I would imagine this requires institutional investment in infrastructure. As that seems to be out of the
question, I'm not sure I have any other worthwhile comments. It's tough when faculty share a network
with students who are permanently connected to the internet, downloading everything possible.


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-----
I'm a graduate student, but I also teach a section of Psy 101 in Holt 124. Internet connectivity is a useful
classroom tool, as I can find clips that effectively convey difficult concepts. However, when I attempt to
augment my classroom presentation with video content from the web, at least 60% of the time the
internet connectivity of the classroom's computer slows to a crawl. When this happens, I have to
abandon the clip. Meanwhile the attempt interrupts the flow of my lecture, wastes time, and is simply
frustrating for me and the class. By contrast, when planning my lessons & vewing the the same content
at home with my own computer (with Comcast internet access), I seldom have a problem.
-----
need to troubleshoot down time with servers ,etc. Maybe cannot be helped but sure is frustrating when
in the middle of a major task where internet resources - e.g., National Liberary of Medicine -- are
essential for grants/manuscript preparation, etc.
-----
I suspect that the real problem is with the speed of my office computer and until my old computer is
replaced I can't tell where beyond that the problem is. UTC should have a regular, dependable,
predictable schedule for replacing office and lab computers.
-----
Increase capacity.
-----
Increase overall bandwith or make certain areas with high net usage get priority level
-----
Bandwidth is not consistent and in the classrooms material takes too long to load. The instructional
bandwidth needs to be increased. Put dorms on a separate path from instructional.
-----
Fewer breakdowns during the business day so that I have reliable access to the network at all times.
Schedule maintenance times on the weekends or at night when no one is working. More capability for
existing computers so that they don't slow down during high usage.
-----
My computer will not accomodate the service. My computer is deficient.
-----
Update computers in each office. Replace outdated equipment i.e. "computers" and programs.
-----
I would like it to always be immediate fast - you didn't say it had to be realistic
-----
I don't know how to improve this. That's the point--I am not an IT person. What I do know is that
sometimes it takes way too long to do call up sites online or send email.
-----
It is so slow most days. You need more bandwidth.
-----
Have separate access for students vs. faculty.
-----
At times, outages and the slowness of the network has impacted my work efficiency. My suggestion -
keep it up and running.
-----
I am just a secretary. I don't know how IT can increase speed nor increase band-width. It just seems that
the system is slow when using email, Explorer, IRIS accounting system. And it just seems that my p/c
locks up an awfully lot more often than a few years ago typical performance, now typically sometimes
locks up several times each day as well as sometimes goes into a complete stall and I have to manually




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shut down and wait for several minutes before manually re-starting. Perhaps too many users? I use Disk
CleanUP and clear out useless files but that can only help my machine just so much.
-----
Periodic delays due to present capacity limitations.
-----
Think it is mainly old computers that create this problem at podiums etc...
-----
Computers are old and slow. I realize this is an institutional problem rather than an IT problem.
-----
Have more bandwidth. It is extremely frustrating that so many classrooms have systems that often do
not work and very frustrating that we do not know the podium will not work until we enter the classroom.
Isn't there a way the faculty could be notified by email that the classroom they are going to teach in will
not be functional?
-----
Upgrade band with if it is applicable.
-----
I probably need a computer with a faster processor.
-----
I don't know. I only know when it doesn't work, it is not working properly, it is frustrating and makes my
work more difficult.
-----
The present service level, although improved in recent years, suffers periodic outages, law storage
capacity, and at time slow transmission speed
-----
Could be b/c my computer is soooo old, adjunct bioloty office This was good opportunity to give feeback!
-----
We need to have more qualified personnel for the task. Many times there were IT personnel came and
did not know what to do and I had to directly get support from Dell. Some people from IT is very well
qualified, however not everyone. Hiring qualified personnel and training all IT employ to the proper level
on the regular basis would resolve this issue. Also, IT team should be very careful and professional in
working with one's computer. One person did not back up my computer data while updating the system
and I could not access my data any more.
-----
faster downloads
-----
Having adequate capacity (speed, bandwidth) when using the wireless network
bradford is painful
-----
Wireless is not consistent over campus. It needs to be everywhere. It also will work in some places, but
not 2 feet away. It is spotty.
-----
More bandwidth in EMCS
-----
sometimes the wirelss network is very slow and cuts out often
-----
Bradford makes the wireless almost unusable. Why not open use areas in high traffic points?
-----
Same as the wired network


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-----
more access to wireless
-----
Whenever I attempt to log onto the wireless network, it is usually not possible to do so. Even if the
computer is a department-owned one, I still run into significant problems. Although the message doesn't
give me adequate information about how to accomplish this, the system sends my computer into
remediation. It is extremely frustrating!
-----
Again, this has to be a balance with security and available funds. Improve the MANY dead spots on
campus. That's all I ask. The library seems to be the only place with no dead spots.
-----
Same
-----
Same as above.
-----
It is impossible to show a movie in a class session and that is just unacceptable in this day and age.
-----
The lag time while I wait for a link to connect is so long that my system often times out--if it even
connects in the first place. On a typical day, I have to leave the office and go home to respond to
students on line. So all I want is speed equivalent to that which I have via Comcast at home. I have no
earthly idea how this is to be accomplished. I simply know that the current speed of connection is worse
than bad.
-----
get rid of bradford and use another authentication package
-----
more consistency in coverage, and getting rid of the ridiculous extra sign-in procedure
-----
Because the internet access of the wired computer in classroom Holt 124 often slows to a crawl, I have
learned to rely on my own laptop (and UTC wireless access) to display streaming video content when I
teach Psy 101. This works 75-80% of the time. The other 20%+ of the time, my wireless access in the
classroom slows to a crawl and I have to abandon the idea of using the clip.
-----
I have had trouble using the wireless network, but I am not sure that the problem is not my laptop. I'm
using a 2001 iBook with Airport and I think the technology is so old it can't keep up.
-----
We do not have access to wireless in my building.
-----
The system used to secure wireless connections, although set up to help with security, can be a huge
burden when trying to set up the connection.
-----
It took the IT team 3 days of working with my laptop in order to get me connected to the wireless
network. They were extremely nice and helpful but I am still not able to connect to the campus wireless
network and my laptop is only 2 years old. This process should not be this difficult.
-----
Same as previous response.
-----
Don't really use wireless devices.
-----



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Is there a campus wireless network? Did not know there was one. As far as I know, it is non- existent. I
guess my suggestion would be to have one.
-----
Again, I donl't know how to fix this. What seems problematic to me is that I can go to Panera Bread or
Krystal or a million other places in the world and get online with no problem. But here on the campus, it
takes an act of congress to get online and even then sometimes it does not work. I don't know how to fix
it; I just know that I want it to work when I need it.
-----
I just purchased lap top at the beginning of the Fall semester and had had problems getting my
computer registered with the sistem. I have tried twice and keep getting put in remediation section.
-----
Same you do not have enough bandwidth.
-----
Same as previous.
-----
The Bradford service has made two laptops un usable. In addition, there is not service in my office, in
most of the classrooms in whihc I teach. Speed is slow when it is available.
-----
Dead spots for wireless on campus.
-----
There are times when the wireless doesn't pick up as well as expected and needs a "boost." Make sure
there is adequate technology on campus to provide the "boosts" as needed.
-----
I refuse to install Bradford's software on my computer since it runs with administrator privileges and I do
not have the ability to look at the source code. Therefore the wireless network at UTC is completely
unusable to me. A much better alternative would be to use WPA Enterprise, and let us authenticate
using our UTCID/Password.
-----
Same as above.
-----
It is often difficult to keep a wireless connection in my area of campus.
-----
I try to use the wireless and keep getting kicked off or hae to re-sign up. It is very frustrating.
-----
With the increased use of both library and personal laptops, more bandwidth is crucial
-----
bradford often causes me to be unable to use the wireless network -- especially with new and
experimental devices
-----
The wireless network can be really slow at peak hours. It can also be a complete pain to get on to--as a
student I often had to download the "security" login every time I tried to get on the network.
-----
I don't know. I only know when it doesn't work properly, it is frustrating and makes my work more difficult.
-----
Wireless network not available in our building.
-----
Wireless service is spotty. The security system is sometimes cumbersome, especially when using PDA
devices. Outages occur (although not now as often in the past). The speed of the wireless system is



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also problematic. The transfer of larger files often takes two to three times longer than transmission over
the wired network.
-----
Often I cannot connect at all or it takes me a long time to connect because of the Bradford client. Please
ditch this worthless software so students, faculty, and staff can connect readily to the wireless network.
-----
Having wireless network coverage in all the areas that are important to me as a faculty, student, or
staff member
Wireless in every classroom on campus
-----
wireless coverage in the residence halls
-----
I have not checked recently, but at one time service in Holt Hall was very poor. I believe that has been
corrected. I hope that students everywhere on campus have access now.
-----
Need open access points in high traffic areas.
-----
more reliable coverage in areas where area is sparse
-----
A select number of offices/buildings have been excluded from wi-fi access- and in cases where routers
were recently installed (Fall 2009), the wi-fi access is difficult for students to access during class
meetings due to lenghthy and problematic Bradford security screenings/registration/pop-ups.
-----
As before, move this up the priority list please. Fill in all the voids. Take a real laptop, an old one, walk
into the odd bacl rooms... FIX it from there please.
-----
To be current, we should have wireless everywhere. Even in the dorms.
-----
Some areas are not covered adequately, add access to more dead spots.
-----
Not all areas are wireless and should be
-----
Not in all buildings and software to logon doesn't always work.
-----
Ease of operation and more hot sponts
-----
wireless service is inconsistent, and that doesn't even include the fact that most students can't get onto
the network due to problems with Bradford.
-----
I have no idea how to fix the problem--just fix it. I'm tired of having to go home so that I can
communicate with students. All I want is service equivalent to Comcast.
-----
Coverage is improving but not yet strong in every location we work.
-----
more consistency in coverage, and getting rid of the ridiculous extra sign-in procedure
-----
CANX and Grote have no coverage in offices or other areas
-----


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Need a few more wireless hotspots around campus, especially outside.
-----
Increase wireless coverage to include ALL areas of campus.
-----
Wireless at all locations is an expectation. Increase wireless connectivity.
-----
Again, didn't know we had one. We had to install our own.
-----
Have more coverage on campus. Coverage is spotty on most campus areas.
-----
Don't use this but think it is important. Good to know we have access if it is necessary.
-----
have it in every builiding
-----
more wireless access points throughout campus buildings less complicated effort of signing in
-----
see previous question -- wireless is unusable unless you install the Bradford client. There needs to be
other options (or no requirement at all).
-----
Make the wireless secure.
-----
Expand coverage in buildings appropriately, based on surveyed deficiencies.
-----
Please make it easier to access and stay connected to the wireless network in all classrooms.
-----
I so often use my laptop to take meeting notes, having access all over campus would be very helpful
-----
Wireless network not available in our building.
-----
For my needs, the wireless network is now available in the spaces I often work-including the library, the
student centre, Founders' Hall, and in several parking lots (in which I work while awaiting class or
meeting times)
-----
Having signal where I am located does me no good if I cannot connect due to the Bradford software.
-----
need to be able to consistently get wireless access in all buildings, like Metro bldg in SON,
-----
Having a university network that is reliable, available, and performs in an acceptable manner
I've worked at 7 different universities. UTC's network - specifically email - goes down more than any
other. I've had emails that were sent on a Wed and didn't get delivered until the following Monday (I
know because I'd cc: myself); there are many times I can't open co-authors' attachments via UTC email,
which is so embarrassing as a researcher. Sometimes the whole thing has gone down and when it's
reinstated you don't know how much of what you sent went out and how much of what is in your inbox
really represents what's been sent to you. PLEASE fix the email system here; it's so archaic.
-----
We need 24 hour support staff. If funding doesn't allow for this, we should at least coordinate with areas
on campus, such as registration to make sure we are staffed during their off hour events. There should
also be a call list so that people would know who to contact during network outages.


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-----
Doing the best with what you have is being done here!
-----
It seems that during peak times, like registration, the network is down frequently.
-----
Not always able to connect to university email, internet
-----
Numerous outages; unnanounced maintenance outages; mysterious changes made to the network that
"shouldn't affect anything" but have major consequences; total lack of communications with campus
about needed events; either a lack of planning or (again) a total inability to communicate future
directions for the network. If we adopt a wider view of "network" - that of "infrastructure", which includes
essential services, then once again ITD provides inadequate availability, services, and support.
-----
UTCs infrastructure is unacceptable. There are constant problems. It is clear from reactions and
meetings that this is a managerial and staff problem as much as it is a budget problem.
-----
We experience interruptions to service on a fairly regular basis.
-----
For the most part, our university network is meets all three criteria. I've had trouble accessing wireless
within the past year. The guardian software said that my operating system was not appropriate. I
assume that problem has been fixed.
-----
About a year ago, email was down for over a week which made it exceedingly difficult to conduct
university business in an efficient manner. That was unacceptable for an organization of this size with
the resources to quickly address this type of problem.
-----
Having the best possible hardware.
-----
Occasionally, outages or slow responses are unavoidable, but we always expect immediate response.
Not really a complaint...
-----
Been on campus as a student and as an employee since 2003. It has always folded at the earliest sign
of stress. The nanny programs have caused more hours wasted and headaches than any worm or virus
I've contracted.
-----
Our servers are down more than I believe is acceptable. I do not understand why this occurs.
-----
It often cannot connect.
-----
Having the systems crash during orientation and registration is a problem.
-----
higher investments
-----
less outages
-----
Better network!
-----




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Better trained staff, better systems, communication when services are unavailable and communication
prior to taking down network
-----
Too many crashes. Present information in lay language. We're not all geeks.
-----
I have worked at four higher education institutions, including most recently UTC. I have never, ever
previously and routinely experienced downtime and crashes like we do at UTC. Not even a decade ago
at a previous institution. It is completely unacceptable.
-----
Just read what I wrote before. I am guessing now that I will be writing one of these "suggestions" for
every line. That should tell you something. Our connection is so bad that on a given day it is non existent
-----
We've had a few outages in my building (today, for example, we lost all connectivity for nearly an hour)
so I wish we could get closer to 100% reliability. I can't do much of anything without the network, so
that's real down-time for me.
-----
Something has to be done about the constant update requests on podiums. they're almost unusable.
-----
For the most part, campus email works well. However, there have been many occasions when campus
email stopped working for several hours, or when access to UTC Online is down. If that happens at the
wrong time, it can throw a very damaging wrench into schedules for both students and teachers.
-----
Provide funding for hardware and software upgrades and adding the neccessary employees to staff
networking
-----
ditto on previous comments -- down time with the internet is costly
-----
This is very critical in order for me to do my job.
-----
Regular replacement of old office computers. All the speed beyond me is of no value if my own
computer acts at the speed of sludge
-----
There are entirely too many outages. I am not sure where the problem lies, since IT is not my area of
expertise.
-----
It seems that the university wired connection has interruption issues about once per week which
henders my work progress. My email account cannot open and close messages quickly. If I close one
email message and then immediately click on a new message, it opens without the original content and
displays a screen of jumbled letters and numbers. I have to then exit the email message and wait bout
10 seconds before attempting to open again and view the correct content. This issue affects
attachments as well. The wireless network has never been reliable for me and I have a fairly new hp
laptop. I guess ensuring speed of the connection so that it can handle simple email commands is my
suggestion.
-----
Server backups. It is rediculous that we are without mail service for a length of time to exceed 4 hours,
let alone days. Communication in this area needs to improve. We receive an email that we dont' have
email. How does that help?
-----




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Our university network is the backbone of so much of what we do. We have had quite a number of
outages - of e-mail, of Internet service, of the website - over the past 3 years. It seems to me that we've
had an unacceptable number of service interruptions.
-----
This is insulting and embarrassing to ask me for suggestions, and frankly it speaks to the problem. I
don't know how to fix any of this. What I do know is that I am a user of the technology and I need it to
work when I need it. IT needs to be more concerned with the user experience.
-----
Kudos to the Blackboard administrators for keeping it running with rare interruptions. Why can't we have
the same degree of reliability on other servers? I don't use my personal or departmental server space
because I never know when it's going to become unavailable.
-----
The internet in the classrooms can run quite slow.
-----
The network goes down randomly often enough to be noticeable, with mundane but inconvenient
consequences such as being locked out of e-mail, not being able to print documents (b/c printers are
networked), etc. I understand that scheduled outages are necessary for maintenance, but if there's a
way to keep things running at other times....
-----
It seems to be down a lot more this semester.
-----
At times critical times speed is an issue in relation to IRIS
-----
Getting rid of Novel would be a good first step. Rather than go around congratulating eachother after the
IT folks fix one of there own screw-ups, concentrate on providing satisfactory service.
-----
Same as previous.
-----
I have come to rely on the podium to be up and running when I teach. On several occassions this term
there was no internet connection,. If I followed the recommendation and put my lectures on the server I
would not have had access to support materials.
-----
What is the use of having a network if it doesn't respond in an acceptable manner? OF COURSE, this is
VERY important!!
-----
See answer to first question in this group.
-----
Not sure.
-----
Not sure if this is a network or server problem, but mail is often difficult to coordinate between my laptop
and my iphone, but both are essential to my productivity. More mobile access, more regular updates of
hardware and keep us up-to-date on MS software so that we can work with colleagues in other
universities that have newer versions of software. Generally speaking the classroom technology works
well, but the lamps get hot on the projectors and shut down too often. Overall, you guys do a great job
with what I perceive to be limited financial resources.
-----
Overall, I think the system performs well. There are times when there are gaps in service and as a
facutly member that is frustrating. I also find it frustrating to need to download clips, etc. on the podiums
that are blocked or the systems work too slow to access them for classroom usage.



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-----
More reliable
-----
I may not know the technical answer to this, but it probably calls for more bandwidth and server capacity.
-----
The operating system and virus protection services REQUIRED for access to the wireless network are
cumbersome, at best. I have no idea why I have to install operating system updates REPEATEDLY to try
to place a wireless computer onto the network.
-----
Service has been far too spotty during my 7 years at UTC. Money should be invested to upgrade the
system
-----
one never knows when email, portal page, ... will be down
-----
Each University Division with 20+ employees will have an assigned IT staff for prompt service calls
-----
I don't know. I only know when it doesn't work properly, it is frustrating and makes my work more difficult.
-----
UTC network management does not understand modern research needs.
-----
no real suggestion, just availability of servers on weekends
-----
Our networks are works in progress.
-----
There seems to be an unusual amount of network downtime at UTC.
-----
Reduce the number of internet outages.
-----
We need to update our systems so that they run smoothly through registration periods. That may require
money or new staff who can actually fix the problems completely.
-----
Having access to important university provided technology services from my mobile device
very little options for email/calendar/etc from mobile device.
-----
begin providing access to services available via cell phone & mobile devices
-----
i do not have access to email on my blackberry
-----
ITD provides none of this. No Blackberry service, spotty iPhone; my Windows Mobile hairballs whenever
they upgrade the Exchange server. Absolutely no attempt to provide UTC information or services
formatted for mobile devices. A nearly complete absence of newer technologies in use on UTC web
sites run by ITD.
-----
Website and related services not built for mobile access
-----
Make available for a wider range of devices and provide trainng to set them up.
-----



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what mobile services? okay I do have access through exchange, but only because I have an exchange
account.
-----
Same as before. The system is broken; fix it!
-----
It is difficult even to use the university's email through my mobile smartphone. In addition, I was told that
I should restrict myself to a Windows mobile device, which I did, and I'm still not seeing gains in
useability.
-----
I guess my big complaint is the lack of ability to sync to Blackberry devices, largely the favorite device for
business people. Wish the UTC system had a Blackberry server connection that allowed staff/faculty to
sync with calendar, tasks and contacts and not just email. We have to rely on WinMo devices which are
usually frustrating and have lower ratings than other mobile operating systems (Blackberry, Android,
Apple OS).
-----
Did not know we had any.
-----
Would be nice to see my outlook calendar from my blackberry. The help desk has been very responsive
when I call with a problem. David, Marcus and Nate all are very helpful and make calling in with a
problem not a problem.
-----
This may relate to wireless network capability, therefore upgrading this area as suggested before should
coverthis item.
-----
see previous note
-----
I don't know. I only know when it doesn't work properly, it is frustrating and makes my work more difficult.
-----
I suppose because of security concerns and the University's firewall accessing some of the system
software as well as some of the administrative data is impossible when working off campus whether with
portable or stationary devices.
-----
It would be nice if there was a more automated way to add devices to the network. There are for certain
phones and devices but not for others.
-----
I was told that the University could not support my Blackberry. This should be changed, and if it has
been, let us know.
-----
Maybe when Banner goes up fully, we will be able to access all student records needed in a "remote"
setting. Not now.
-----
Having access to important university provided technology services from off campus when at
home or traveling
true large scale off-campus vpn would be very welcome.
-----
Access to some capabilities, e.g., Nolij, is restricted to on-campus computers only. I spend a lot of time
in my home office and would like to be able to have full functionality at that location.
-----



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                                                                                                                     Page 33
Remote access to latest e-mails is often not available. Provide reliable portal access to Outlook.
-----
Why, after years of being told it is "nearly ready", do we not have widespread use of VPN clients?
-----
UTC email cannot even be properly connected to other mail services
-----
I highly dislike the email software used when accessing off-campus. It is cumbersome (two actions
required to delete items) and does not allow access -- as far as I can tell -- to my on-campus email files.
I would like to see the same email application for both on- and off-campus access.
-----
Seems that services fail on a regular basis...could be from improper support or bad service providers.
-----
Can't a;ways access faculty services especially ASIS.
-----
Usallydue to network issues and security issues.
-----
again, only because of exchange and blackboard.
-----
Same as before. The system is broken; fix it
-----
Having equal access to the software and IT resources across all UT campuses would help meet my
expectations for this type of service. Looks like I'll be waiting for pigs to fly though before this could
actually happen.
-----
Off-campus access to the databases provided by Lupton Library is very important for research, lecture
preparation, completing homework, etc. Usually, this service has been okay, but it has been down a few
times, always at very inconvenient times.
-----
Again, it is a difficulty process to be able to download/upload information from/to the S: drives on UTC
Online accounts. Hoping that the new banner system and Luminis portal will help with this.
-----
Systems don't always "talk" to each other so that from home I am sometimes blocked from access.
-----
My experience with this is that availability is hit or miss. More reliability.
-----
Usually I am able to access the UTC sites and databases from off campus.
-----
I don't know how to correct or improve the service but I do know that it is often difficult to access email
and UTC Online when off campus (probably 20% of the time).
-----
ongoing support for E-mail, etc software other than Microsoft.
-----
It seems to be down more this semester.
-----
Increase mailbox size, lengthen the time before automatic cutoff, and in general, make the system more
reliable.
-----
My biggest complaint is email not being available when I need to get it.


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-----
I don't know enough about technology to give suggestions - I just know that it is important to have
access from home or when traveling.
-----
I have called in from off campus when I was having computer/technology problems and received little if
any help. One time they did have a technician call me back but he only "logged" the call and nothing was
ever done to correct the problem. I eventually got it fixed myself and then saw the technician several
days later on campus and he asked me about it and when I told him it was OK, he said great "I'll close
the call." Not helpful!!!
-----
There are sometimes system outages, such as email, or the server. Reducing that would improve the
rating.
-----
Offering alternatives to accessing drive/web space beyond the web interface would be very helpful.
-----
I don't know how that works, but it may call for some interfacing with outside suppliers for upgrades.
-----
While I do not use devices other than a laptop, I know it is the growing wave and needs to be addressed
-----
web mail is impossible to use on a phone
-----
Remote access to the exchange server can be off at times. Although, the new format works much better
than the old one. Also, I haven't tried to access the S drive remotely since this new format, but
previously it was difficult to access.
-----
I don't know. I only know when it doesn't work properly, it is frustrating and makes my work more difficult.
-----
Off campus internet availability is "clunky" and outdated. Current software vendor is too.
-----
My major problem with access to service from off campus is supposed to be addressed with the
implementation of the Banner system this coming year. However, for the time being, accessing
information in the HPDesk system is impossible for me from off campus. The inability to access those
data often is a headache for me.
-----
too me univesity network seems a lil harder to navigate from off campus
-----
sometimes have problems logging into utc when traveling
-----
Maybe when we have Banner up and running completely with all faculty and staff well trained (as
opposed to a few designated as now) and running without failing, we will have better access. Utopian
dream?
-----
Having a university web site that provides timely and relevant information
Many pages of the University site are hard to navigate and hard to find relevant information. Some are
notably bare of content. I would suggest a periodic evaluation of site pages and peer-coaching on how
to develop good pages from those with particularly good site pages.
-----




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Put up the Final Exam schedule for upcoming semesters - at least 2 semesters in advance so we can
plan.
-----
Organization of the home page could be improved, but it has gotten MUCH better recently
-----
Our website does not have a good search engine. It is also not intuitive. I think it should be updated
more frequently. I also think we need a facebook page that is managed by University Relations.
-----
Our website should be more "friendly", some items are easy to find and others are not.
-----
Not always most current information
-----
The web site is improving, but it is still hard to find things on it. Why can't the web site have an
alphabetized index page? As it is now, you have to guess which link on the left will lead you to what you
want. Has anyone ever done a focus group or a survey to see which pieces of information people most
often need? Apparently the addition of the "Schedule of Classes" link was a response to some sort of
feedback like that.
-----
I think it could be better organized although it is better than most
-----
(1) Department pages are not up to date. Provide templates for less computer savvy departments.
Provide web information design/maintenance service for less computer savvy departments. (2)
Information is hard to find. Provide a better link index of common terms.
-----
UTC website is disorganized, formattted for a print audience not a web audience, search is truely
useless; no intranet capability; single login provided is clumsy; very limited services for faculty and staff;
stale/old information on HR pages is of limited use.
-----
The design of the UTC homepage could be improved- more interactive features, video links, photos, etc.
- the current design is easy to navigate but somewhat plain. Also, it's often difficult to find specific
websites for programs/departments/colleges.
-----
It is OK, but can be improved a little.
-----
Information on website, and related services, is not organized by student use. Seems as if it is
organized from a developers standpoint.
-----
Make sure the information is timely and relevant. For example, if faculty job postings have been filled
they should no longer be available on the website.
-----
Some of the information is out of date. Needs to be updated more often.
-----
less outages... would like a better search engine with logorythms that produce more relevant results
-----
Needs better organization...
-----
Poor design and layout. Information not always accurate. Web services don't always work.
-----



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                                                                                                                     Page 36
needs more frequent updating
-----
user interface needs a lot of help
-----
The web site needs some reorganization. It can be difficult to find the people, pages & information you
want. For instance, if I want to idenfity a faculty member in the College of Education, it takes me a while
to find the page I need.
-----
the web site seems to be very underutilized during emergencies (like the latest bomb scare)
-----
It would be nice if we had the resources (enough full-time staff and hardware) to maintan updating each
department so it doesn't fall on one person
-----
The organization of content on the site it below my desired level of minimum service. I often find it
difficult to find important information on the site, while information that I do find is often buried deep on
the site.
-----
We need more staff devoted to the UTC web site. We have great people in IT, but there are not enough
of them for the growing demands of our campus.
-----
Some things are easy and quick to find but otehrs, including a compact academic calendar that should
be right on top and isn't
-----
much of the information is out of date, chould have a contrent managment system to check this
sutomtically and send reminders to information owners...
-----
Not all University departments or services can be easily found on the web site.
-----
The information often appears dated.
-----
We need to have someone available to update the web site as events occur.
-----
Website design is never static in today's world. Having important information in a graphically appealing
format is vital for universities, especially in using them to attract future students. They also need to
provide important and relevant information for key stakeholders for the University (alumni, donors,
community leaders, students). Our website has drastically improved but needs more improvements. Of
course this also takes enough staff to implement.
-----
Information needs to be kept up to date and relevant. Look at the Mocs Net Home Page. Consult and
inform facult and students before changes are made.
-----
I noticed that some websites are not upgraded very timely, but most of them are satisfied.
-----
Possting appropriate reminders of events, training, seminars, etc. and alerts to all faculty and staff on
the UTC home page would be a great addition to the service.
-----
Website needs to be kept more up to date, and website pages need to be more consistent. Employment
is an example- one might think nothing is there unless they scroll down looking "just in case".
-----


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It is hard to find/navigate to information I want about things like start times for performances, scheduled
speakers, sports scores, basically, things that I need/want to know "right now". In the area of academics
(class schedule, final exam schedule, semester calendars) the website is good. Events on campus, not
so much. Our IT PEOPLE are fantastic - they do miracles with little or no budget. They are always
friendly and willing to help when they can. Sometimes, the people who staff the Help Desk have trouble
helping - mostly due to lack of knowledge. Perhaps there needs to be a 2-tier help desk - refer the tough
problems to the "2nd level" and let the kids on the phone handle the day to day stuff.
-----
Each department on campus should make sure that they are keeping their website update.
-----
Campus events and breaking news needs to be posted in a more timely manner. The site also needs to
be made easier to navigate.
-----
Provide waaaay more support to departments for maintaining websites and enforce standards across all
pages.
-----
It is a too restrictive environment and one that is hard to navigate. It needs a CMS.
-----
Online telephone directory is extremely cumbersome Need better indexing of information so can easy
direct calls to appropriate areas
-----
The University website is not much better than a typical high school site. Little informastion that has a
target audience, with some publ;ic information. The fron page is amaturish and not inviting. Our format is
pretty old fashioned.
-----
Need more help in this department! One person alone cannot accomodate all that needs to be done to
update, let alone add new features/functions to the UTC website. University Relations needs some help
in this area...as do the Colleges that maintain their own sites.
-----
Probably not something that IT can be held responsible for. I haven't located yet, and it may be out there
someplace, but there isn't just one place that a person can look at to locate all the campus areas, for
instance the academic departments are located handily on one page, but then the other stuff like
Financial Aid and Dining and Catering and Bookstore and Admissions and Grants/Contracts and
Disbursements aren't all located in one handy spot for a working secretary to handily lay hands on. A
person has to click on too many webpages to locate all the areas they need to contact. Catering, Dining,
Bookstore, Mail Printing Duplicating, the out-sourced areas aren't even included in the campus
bookstore so there are no contact person names with relevant phone numbers. Frustrating.
-----
The university news on the university website tends to be reported after the fact or not at all.
-----
The problems are: 1) Information on the website is not alway correct. For example, some department's
websites list of faculty, department head, etc. are not kept up-to-date. 2) Information on the website can
also be unclear, e.g. on the Fee Schedule section of the Bursar's Office website there are links to
multiple fee schedules with no explanation (e.g. What is the "New College Fee Schedule" and who does
it apply to?) To correct 1) -- a central office responsible for maintaining/ensuring website info is
consistent and current, or perhaps some way to draw certain info from a single database or source To
correct 2) -- Training on how to present information so it is clear; spot-checks of info posted to the web
by someone with authority to require confusing/unclear info is improved
-----
Information is frequently stale and not updated



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-----
The current website needs a significant redesign. There is too much on the homepage, and information
is cluttered and difficult to find. Students, in particular, find it to cumbersome and less than useful.
Student are so based in their internet experience, and our website homepage should have a link to a a
dedicated students page that has information students need more available, accessible, and interactive.
-----
Have someone designated to keep the web site updated and accurate.
-----
keep it up to date; took me 2 months ot get a website changesd this fall
-----
We need to continue to work, particularly on support to the departmental web pages. Chris does a great
job but cannot do it alone.
-----
The website is currently still showing final exams almost two weeks after the last exam. To be relevant, it
must be updated daily.
-----
very difficult to find most useful information
-----
University news is not updated enough on the UTC homepage
-----
The UTC website is difficult to navigate. Finding important information like forms is like searching for a
needle in a haystack. The site is aesthetically boring and outdated; maybe acceptable for the 1990s but
certainly not 2010. The basic template for departments is restrictive and non-creative. it does not
accommodate interactive applications.
-----
The current university website is difficult to navigate.
-----
I often find that portions of the website are not kept up to date.
-----
Navigation is a bit difficult.
-----
Having a sufficient number of online (i.e. web based) services that are helpful to me
ITD provides almost none for faculty and staff.
-----
The IT request submission program (Footprints?) is not always very reliable- there are still kinks to be
worked out. For example, after submitting a request from Media Resources for equipment, the requester
receives multiple automated emails that are misleading (i.e., "pick up the equipment" even if the
equipment is to be delivered). The IT staff members outside of the Help Desk do not yet seem
comfortable with relying on the Footprint online system when executing requests. This issue will likely
resolve itself over time as the level of comfort increases. The Footprint system is user-friendly but the
request page could use some improvement.
-----
Services overlap and are not reliable. Having one source for the information and a seamless user
interface are key to fixing this problem.
-----
Better advertise resources currently available. For example, the Walker Teaching Resource Center has a
tremendous amount of information but it is not well publicized to faculty.
-----



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you can't trust them due to downtime and bandwidth.
-----
Same as before. The system is broken; fix it
-----
The University lags far behind most any institution when it comes to web-based services.
-----
faculty should be able to enter grades on-line and students should do evaluations on-line. Let's stop
wasting so much paper and time handling the paper.
-----
The addition of online pay services to aid in Development research would be a great aid to UTC
Development/Advancement. Aware of budget restraints at this time, and probably for many years into
the future, this is probably unlikely to happen anytime soon.
-----
Yes. The technology works, the university pages are hard to search and find information
-----
I know that more services are being moved to the web.
-----
What web-based services do we have that run reliably and are useful to faculty? I am not aware of any.
grpstate for example is a 1980's version. On-line applications, letters of recommendation, etc. do not
exist.
-----
Sure
-----
Submission of fillable forms on line. We need to decrease our use of printed paper
-----
I would like UTC to offer online services such as Google Docs, Wikis, Blogs and other modern
collaborative tools.
-----
The shared drives need to be kept functioning for me to be effective in my work.
-----
I'm sure there are many services that would be useful, but the existence of which I am not aware.
-----
This is relative. I suppose that each user of the website has his or her own needs and desires. Meeting
the demands of ten-thousand people is a difficult task. Nevertheless, perhaps an improved or modified
search system could make the website more user friendly. That being said, our UTC website is
significantly more user friendly than some. For example, the Howard University (Washington, DC) is
much more of a challenge than in our UTC site.
-----
would like access to more medical/nursing journals online
-----
Having university information systems (finance, HR, student, library, or portal) that are easy to use
and are helpful to me
Many of these pages are the ones I referred to in the previous question. They are often hard to navigate,
outdated or do not contain enough information, or are not user friendly.
-----
In general, we need more ongoing training opportunities and person(s) that have the time to do training
well.
-----



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I don't like the University website. Useful items for staff are not easily located.
-----
Library website hard for me to understand
-----
WebAsis is too static. Update software please.
-----
IRIS "easy to use and helpful"? No. The existing UTC "portal" run by ITD is not a portal - it is a web
page with links. "easy to use" implies actually available and reliable, which is not the case for student
and portal.
-----
Nothing is easy with the financial and HR portals!!!
-----
Many times the website directions and/or information are not totally clear and present problems in use.
For example, searches in the library database can prove difficult.
-----
Engineers developed the site for engineers not for users.
-----
Old inadequate system. Will improve with new student system
-----
we don't currently have a portal, our student system is collapsing, HR is barely online, the library needs
more resources, not sure about finance.
-----
Same as before. The system is broken; fix it
-----
I don't believe we have a single IS resource that is very helpful to my role as a faculty member.
Blackboard is slow and awkward, especially when you are trying to provide lots of materials for students,
Banner still is not helping us with advising, and the webmail portal is a joke. WebASIS appears to be
from another generation, and the library search engines only help me find what I don't have access to in
our limited collection.
-----
My biggest complaint it WebAsis - its just not useful. Student information is often incorrect and important
info, like a student's minor, is not available. I know it is being replaced with Banner soon, but right now I
can only judge our systems based on what's available.
-----
Not sure if it is the service or the access to it. Would be nice to have only 1 username and password
instead of the several required today.
-----
As a faculty member I would like easy access to student data from past semesters (with proper
safeguards, of course) to do studies of grades from course to course, etc., without having to go through
IR.
-----
Student registration is cumbersome and difficult. It is difficult to find classes in the catalog and then you
must search for availability. Finding books for the class is difficult and time consuming. It all should start
at one point online and then flow seamlessly from there.
-----
I find it difficult to locate some of the administrative departments. I suggest the language be more user
friendly.
-----
systems do not connect or communicate with each. very outdated. website is hard to navigate.


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-----
I realize that Banner will correct some of our existing problems, but our current system is fairly clunky
and can be difficult to use for registration, payments, etc.
-----
I guess when Banner is up we will get appropriate training.
-----
Get everything (e.g. HR/payroll) on a single login and password. Library access is great.
-----
This was a mistake-- I got "university information systems" mixed up with "online services."
-----
This is not ready for prime time. Banner that is coming is a very clunky system that needs a lot of
updates to work well but it may be better than what is currently the system.
-----
Replace IRIS with a more user friendly software.
-----
IRIS and Business Warehouse are not very user friendly. I would like to see updated help manuals to
better maneuver through these systems.
-----
Low expectations make these services alm,ost seem real. When I visit other faculty and see that they
can manage everything from their office or PDA, I wonder where has all the money gone for these
services?
-----
This is bigger than I.T. can fix - Administrative / clerical tasks "pushed down" to the department level as
a cost savings to the system reflects false savings. Since my department has no clerical support, I'm
now struggling to complete requisitions, enter time, enter travel expenses, enter into contract
agreements, etc. via IRIS. This precludes me from doing my actual job.
-----
The webpage is very confusing to locate information.
-----
Often very slow and VERY difficult to access off campus during high usage times
-----
The website can be convoluted and confusing
-----
See previous comment on software vendor(s).
-----
The UTC website is difficult to navigate. To find much of anything you have to go to the index. Alas, the
index only lists departments. So finding forms and other types of specific information requires a search
when usually takes you to a long list of usually irrelevant pdf files. All this takes too much time and
usually ends in frustration and a telephone call to someone asking where to find the document that
should have been easily accessible.
-----
Once again, not being able to access certain data bases from off campus hinders my effectiveness as a
faculty member and as an administrator
-----
The area I use the most is the library. There are too many layers to get from point A to point B. Please
make it simplier and easier to use. Once you are into the system, you should not have to log in multiple
times. Also make an option available for the number of hits rather than just 10. It takes forever if you
have multiple hits, where if I could choose 50 or 100 it would be easier.
-----


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Access to timely and relevant information from university information systems (finance, HR,
student, library, or portal) necessary to be successful in my role as a faculty, student, or staff
Again the response is the same as the last question. Many of these system pages are not user friendly
enough.
-----
Uiversity website is not friendly for staff use - items we use all the time are not easily found.
-----
As a researcher in Business I need access to Business Source Premier Database. This is the first
school I've been that hasn't had it. I was told to go to the public library - seriously? Oh and this is the first
university I've worked at in the last decade that doesn't have a system that automatically checks
pre-reqs when students register. I have to manually check - one by one- each student's pre-reqs and
then contact them and tell them to drop, which is so hard to do retroactively. Have a system that
enforces pre-reqs at this registration point, helping us all out and enforcing the curriculum that's been
set up.
-----
although communication has improved, I think there is still room for more improvement
-----
Update WebAsis
-----
UTK info is at least timely. Announcements sent from UTC are often lost in the email system. No portal
in use to provide any information. Lack of useful and timely communications from ITD means I do not
have the information I need.
-----
same
-----
Having to login to fifteen different access portals is time consuming and confusing. One for network use,
one for student information, one for class information, one for checking mocs account balance, etc...
-----
The UTC Website needs to be update in a timely manner; info sent out to the campus via email is not
always timely. I hate getting news on the radio or tv about UTC (especially bad news) before I hear it on
campus.
-----
same as above
-----
see the previous question.
-----
Same as before. The system is broken; fix it
-----
Again, not enough resources to upgrade equipment and hire full-time staff.
-----
webmasers just need to update material daily from provost office, financial aid, and registrar -- needs to
keep pace with changing dynamics across the campus
-----
Again, my main issue is with WebAsis, which does not provide enough accurate or timely information for
advising.
-----
I need easy, but appropriate, access to student records from many semesters past to study their
progress through our courses.
-----


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I was trying to answer a question about residency for a prospective student but could not find the
information on line, even with a word search. I called the Chancellor's office and asked, they did a
search but could not find it either.
-----
Once again, it is language.
-----
Some forms are still not interactive.
-----
the hr information can and should be "live" e.g., we should be able to look and see what our health
coverage is exactly. We should be able to make changes/ updates online, etc. We should be able to
check the balance of flexible benefits plans (e.g., health care, child care) and make reimbursement
statements on line. Actually, we should just have a flexible benefits debit card and not have to submit the
reimbursements.
-----
Again the system is not designed to help me do my job. Foe example in the course listing or UTCOnline
it still has incorrect info listed and everyone says that it is someones else's fault but it has been about 5
years and we still cannot get it updated.
-----
I need to be able to access information regarding student workers quickly
-----
It is often hard to find the necessary forms/web pages
-----
UTC network management would do well by adopting more modern approaches to IT (e.g., eliminating
Nortel from acceptable vendor list).
-----
see response to previous question
-----
See previous suggestion
-----
Having access to all on one system or from various locations would be helpful. There are times when I
cannot get to necessary information without calling back to the office to have someone else access one
of our data systems.
-----
Having online (i.e. web based) services that perform (or respond) in an acceptable manner
replace current registration systems
-----
See my earlier comments on the UTC email system - the weakest but most basically-needed system on
campus, aside from a Banner type system (which I don't use). My email at home is not synced up to the
email at work. If I send an email from home it's not in my Sent box at work. I can't open co-authors'
attachments from different universities. That's an embarrassment. Two weeks ago I sent an email on a
Tues or Wed and it wasn't delivered until the following Monday to the recipients. I talked to a colleague
who told me the routine she goes thru and has developed to deal with the email system here; I was
horrified. She send stuff to her personal accounts set up for this reason.
-----
We need a full time Web Developer in the IT department to improve our web site and its user interface.
-----
Access to student registration system has crashed EVERY TIME during the last few years registration
periods. No other web services are offered.
-----


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blackboard is slow and down much to often
-----
Services often cannot be accessed.
-----
My usage is almost all email based. Many times, I have seen an email take over an hour to be sent to its
recipient. Also, the webmail applet can take several minutes before finally telling me it has timed out. If
it's going to fail, at least fail quickly. None of this running away with with its tail between it's leg when I
know the dog's already dead.
-----
Again web services were developed by engineers for engineers not for users.
-----
sometimes very slow; bump up the speed
-----
poorly written and designed programs. should improve with new student system
-----
see previous suggestions.
-----
Same as before. The system is broken; fix it
-----
Invest in IT infrastructure rather than new buildings (e.g., library and aquatic center)
-----
Again, not enough resources to upgrade equipment and hire full-time staff.
-----
system maintenance daily ..moment by moment --
-----
again I think the unacceptable slowness has more to do with my old office computer that should be on a
regular replacement schedule
-----
As previously stated, web based services are under repair or out of service entirely too frequently.
-----
As an example, students cannot quickly add money to their MOCS Card account online. If they add
money using a credit card, it can be 24 hours or more before the money is usable. They often need to
print or eat NOW, not in 24 or 48 hours.
-----
Same as above.
-----
I am giving low marks, specifically, to the online paystub-retrieval system at UT, which is extremely
temperamental, hard to use, and sometimes fails to recognize me as a user. As above, my suggestion
would be to make it easier to use. I realize that these aren't particularly constructive suggestions, but I'm
not all that tech-savvy-- I'm just looking for services that are either intuitive or come with good directions,
and which work when and how they're expected to.
-----
You need a better design. One that is student, staff and faculty friendly. The department who controls
the web site is not designed to help but to control content so it may mean that new info may take months
to be available..
-----
Difficult log-ins, low reliability.
-----



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What is the use of having web based services if they don't perform or respond in an acceptable
manner? OF COURSE, this is VERY important!!
-----
blackboard times out when volume is high;
-----
The services that are there seem to perform in an acceptable manner
-----
Better access to technicians when a problem arises. I don't like having always work with a student who
just takes the info and says someone will call.
-----
Having a semi-mandated 32 hours of training is difficult enough without being unable to access the UTK
site when I need to.
-----
random outages make it difficult to count on many services
-----
I don't know. I only know when it doesn't work properly, it is frustrating and makes my work more difficult.
-----
See previous comment re Nortel.
-----
Bllackboard not operational during online classes for more than a couple of hours
-----
see response to previous question
-----
Presently in the classroom I teach, Arena 217, (it is a smart classroom) I have to reload some specific
software or feature that will permit me to use YouTube. I wish that could be fixed. I understand the desire
to protect the security of the computer system, but I find that is too much.
-----
The NetMail service is not user friendly.
-----
Having technology within classrooms or meeting areas that enhances the presentation of
information
Some of the rooms that I had to teach in this term (Guerry, Fine Arts Center) were not equipped well for
presentations or the use of technology.
-----
While I rarely have need of using classroom or meeting area technology, what I hear from department
faculty members is that the technology is difficult to use, often malfunctions, and is in no way reliable.
Some of the technology is apparently very outdated and not well maintained. This should be a top
priority.
-----
Need wireless access in all classrooms. In my last university I use to wheel in a cart of 25 laptops, hand
them out to students, and we all worked wirelessly. So not only did my last university provide wireless in
every classroom but also the equipment if students didn't have their own.
-----
The university made excellent use of the Lupton gift. The presence of podia and video projectors in
classrooms has completely changed my way of teaching. I don't use the whiteboards or blackboards at
all now. My main fear is that we will be unable to maintain the equipment. I hope that funds are being set
aside for replacement and repair of damaged equipment and for salaries for people to perform the




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necessary work. Up to now, the responsiveness of the people in charge of maintenance in Holt has
been great. We must keep it that way.
-----
Podium computers make it difficult to load software needed for specialized classes.
-----
Technology access in Pfeiffer/Stagmaier has been slow to arrive- if an academic department is moved to
a new location, it should be expected that the university will invest in technology upgrades. Also, the
majority of small to medium meeting rooms in the UC are not yet equipped with standard technology like
podium computers (UC Heritage, Sequoyah, Ocoee, etc.) This equipment would be most helpful for
university meetings and presentations.
-----
Podiums are aging. Need replacements of many components.
-----
Maintenance of classroom podiums could be improved with a faster response when, as an instructor, I
need something resolved immediately so I can teach class at the assigned time.
-----
We don't have enough computer classrooms for students on campus. The largest only seats 28. With
over 10,000 students on campus, most classes are larger than this.
-----
replace aged podiums, cables missing in almost all podiums
-----
We need to update podiums more frequently. Service is usually prompt once help desk is notified, but
need for service more frequent than it should be with some of the older equipment.
-----
Technology is not always up to date and in good working condiion in all classrooms.
-----
Class room technology is ten to fifteen years old and likely more expensive and difficult to use than
technology that is newer and being used in other universities around the globe.
-----
keep podiums updated
-----
Smartboards should be available in every TPA classroom as they are becoming a requirement for all
teachers.
-----
It seems that there is something wrong with the technology in the classroom about 20% of the time.
That would be fine but when you need it, you need it. Maybe if there could be random checks of
technology, that would be great.
-----
I dont have a suggestion. We need better tech in all classes. I doubt this is a surprise to anyone
-----
Computers on the podiums are aging and calls do not always fix problem: Grote 129 still asks me to
update the Smart Board software. I have been calling this in for over a year.
-----
see previous suggestions.
-----
Same as before. The system is broken; fix it
-----




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The smartpodiums are great, but only when they work. They need to be more frequently updated and
regular maintenance needs to happen with projectors, etc. to make sure that they are functioning every
time. It is a major disruption to a class to discover that things aren't working one day and then to wait for
at least a week sometimes before the issue(s) are resolved.
-----
We need more classrooms equipped with projectors/podiums, and that equipment needs to be updated
and serviced more frequently.
-----
constant podium updates are a huge hindrance for effective use of digital technology in the classroom
-----
The multimedia podium in Holt 124 is a tremendous teaching tool, but a bit unreliable. The biggest
problem is the speed of the internet connection, as I described in other answers. Additional problems
include: 1) the VCR & DVD connection sometimes does not work (tape or DVD plays but no video &
sound output); 2) a couple of times connecting to a laptop occasionally froze everything up.
-----
The Smart classrooms with Podium technology are not reliable.
-----
We are now dependent upon classroom technology to teach our courses.
-----
we have little or no control over what's on the podium computers and to get something new put on in a
timely fashion is either difficult and time-consuming or impossible.
-----
I teach at the Challenger Center and there is absolutely no technology available in the lab classrooms.
Every time I need a projector, etc. I must order it from media services. All classrooms at UTC should be
outfitted with Lupton podiums.
-----
Increase speed and currency of podium computers.
-----
Connectivity in classroom or other meeting rooms not always reliable.
-----
podiums don't always work or require software updates. In most cases it would be easier for me to work
off my laptop. Perhaps a docking station by the podiums.
-----
A number of our classrooms have little or no technology available. Today's classes would benefit greatly
from smart classrooms (student computers, projectors or SmartBoards, etc.)
-----
Classrooms and UC meeting rooms are great. The chapel could really use a technology update. Also
needs a functional microphone and basic music sound system.
-----
I agree, technology adds to the presentation in the class room.
-----
More reliable equipment; more user intuitive equipment; sometimes I don't know what to do to fix a
problem.
-----
The equipment is great, but maintenance is terrible. So many of the projectors and control panels are
buggy, software licenses aren't kept up to date, bulbs are allowed to get really dim. There doesn't seem
to be any preventive maintenance on the smart podiums at all.
-----




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The podium computers are greatly lacking as far as ram goes. I can't open up more than two Microsoft
documents without the computer locking up. The computers also need to have the proper codecs
installed to be able to play dvd's on the computers.
-----
Having up to date computers in the Physics Laboratory rooms. We are using second hand or third hand
computers from the English Department. Several of our computer are almost 10 years old and were
obtained from a grant and not provided directly bt UTC. Also in the 16 years i have been teaching at
UTC I have never had a University provided computer,printer, or software. I have always had to provide
my own.
-----
The classroom I use needs major updates with both equipment and software.
-----
Classroom podiums are failing and service response time is slow.
-----
Old equipment that locks regularly during presentations. Low illumination that means either teach in the
dark or dont use the web. Just a start to the worst on campus resources of any school I have visited.
-----
Every classroom should have, at a minimum, a dedicated podium. The portable carts are unreliable. We
need reliable technology in EVERY classroom!
-----
Technology podiums should be updated and maintained on a regular basis (perform routine checkups
on the technology so that problems are detected before they become major issues). An available a
hotline/emergency crew would be nice....to get immediate help when the technology does not work. If a
professor has class and the projector bulb is out (and needed for that class period), there is NO chance
anyone will be able to come fix the buld in the 50 minute window of a class period.
-----
New equipment.
-----
Lupton podiums are old and some are failing.....lots of updates needed
-----
Computers in podium too outdated no specialized software in podiums mobile carts
-----
THe computers/podiums that I have used are SLOW, it's difficult to keep them flipping through a
powerpoint much less using other info on the computer. I like to use clips from the internet in my classes
but they are blocked from being used on the computers and that is frustrating when there are so many
free resources available for classroom usage that are "Blocked" or the computer is too slow to download
them for usage. I generally make a copy of my power point presentations in the event the computer
decides it is too tired to keep going I don't lose my classroom presentation time. So my suggestion
would be - update the classrooms with equipment that is ready and willing to work and is user friendly!
-----
DeepFreeze is a disaster. So is Bradford. All Podium Computers should be stripped of such nonsense,
and updated with Windows 7. No need for LAN access to the touchscreens either.
-----
Some hardware need to be upgraded and access to statistical programs should be made available from
all classroom computers.
-----
Upgrade computers in Dodd classrooms that include wireless controllers and high quality sound and
projection capabilities.
-----



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Have option of using product such as illuminate
-----
Technology needs to be available in ALL classrooms
-----
I hope that someday (in the sweet bye and bye?) the university is able to fund "podia" in all classrooms.
The current availability of projectors, laptop connections, interface cables, and so forth, enhances and
makes more effective my efforts as a classroom facilitator. Working under the current budget restraints,
UTC is doing an adequate job of providing technology to the classrooms.
-----
It is very important for me and for my classrooms. Arena 219 needs to be brought up to a full smart
classroom.
-----
We need computer projectors in laboratories as well as classrooms. Also, classroom computers need to
be checked more regularly for malfunctions and for viruses. The projector in Holt 209 often cuts off in the
middle of lectures.
-----
more consistency in tech from classroom to classroom and updated software and updated web progs [ie
flash] etc. limiting admin privileges makes it difficult to always get what you need right away; at least one
person in each dept should have admin privileges to update computer
-----
Getting training or self-help resources that help me become more effective with technology
services at my university
I suspect the need for position(s) that are dedicated to training. I'm not sure the position should be in IT,
perhaps in HR.
-----
The training sessions I've attended and self-help websessions I've used have been invaluable (or at
least interesting). There just simply are not enough of them that offer information beyond the basics. I'm
fairly adequate at most services so I don't need the basics. I would love to learn more about networking
and basic repair services that would lessen IT's load if I could help out in my department on the "easy
fixes".
-----
provide more funding for all staff to stay trained and attend professional conferences
-----
The university is not making as much use of web-based instruction as it should. I record my lectures and
put them on my web site. Students who can't attend a class can still get most of the information
presented - audio and visual. Why can't workshops and instructional sessions for IT-related matters be
put on the web so that faculty who don't have time to attend the live presentation can still get the
information?
-----
Very little useful information provided by Helpdesk website - information on setting up a phone with
Exchange is wrong, for instance. Academic side is better off with the TRC, but ITD does little or no
training for faculty & staff.
-----
I can't always find training on the software I need to learn to do my job most effectively (ex. Acrobat
Adobe Pro 9.0)- the seminars offered by Walker Teacher Resource center are great but are mostly
geared to faculty needs.
-----
Offer more software program training sessions to staff.
-----



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Need to share more information about network setup to departments. A wider range of software
support.
-----
The class times do not work for me. I doubt this is a problem for others though
-----
Didn't know this was avaialbe
-----
what training? there is none for faculty or students, except those offered at Walker and the Library.
-----
I have quit using this service, so I am not sure whether it is better now or not. The rest of the system is
not working, so why should we expect that this part is OK. Sorry.
-----
Need some kind of reward structure so that faculty and staff would have some motivation to learn about
technology.
-----
The self-help tutorials for UTC Online are sometimes helpful, but often I can't find the answer to a
specific problem or question. Needs a powerful index or search feature, and more specific help files.
-----
Additional HRO128 courses are needed, as well as basic training for new employes on such software as
Excel, Word, web publishing, etc.
-----
The training done by Walker Resource Center is very short. Some may require additional time.
-----
What services are available? I guess the primary need is either resources or information that resources
exist.
-----
Campus needs more training and IT needs to better understand how the users are using the technology
-----
Have more training for adjunct faculty
-----
Most of the training I have been to I knew more than the instructor.
-----
For an educational institution very little training opportunities are offer to staff and that is unacceptable
-----
I even was a facualty fellow to help with this process. It didn't work. We do not train people to use the
few resopurces we have in any way that integrated studetns faculty and the academic into a system.
-----
Last training session I attended presumed more knowledge than class had.
-----
Most technology offerings (as through WTC) seem geared only toward faculty.
-----
Slow and sufficient training for persons like myself that tend to lack computer skills
-----
There are probably resources available of which I am not aware.
-----
I'd like to see a larger budget for professional training courses.
-----
Need better training opportunities and better trainers


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-----
Support staff who are knowledgeable and can assist me with resolving problems experienced with
technology services at my university
The first time I tried to take online training courses from the UT Skillsoft site, my net ID and password
wouldn't work for days. It went into a perpetual loop. None of the UT or UTC systems people could
figure it out. Either I gave up or got it working several weeks later.
-----
Occasionally I've gotten a Helpdesk person who didn't seem to have all the information he/she needed. I
understand that this is a very difficult position to staff. I encourage you to keep trying to make the front
line persons as knowledgeable as possible.
-----
Not enough IT staff
-----
Probably one/thirty calls to Help Desk results in solution. Even simple questions can seldom be
answered. Assuming call-takers are Level 1 support, access to Level 2 techs should be available
immediately to Level 1 support personnel.
-----
Are Helpdesk personnel really so incompetent that they have to send 2 workers on every call? Or are
they so untrustworthy that they have to watch each other? Either we are overstaffed in the Helpdesk by
a factor of 2 or we could double the number of calls by sending one competent person instead of two
incompetent ones. Helpdesk and ITD people seem mor interested in filing trouble tickets than in solving
the actual uer's problem.
-----
May be using too many students and appears to be high turnover.
-----
Need better trained staff. Very poor service in this area
-----
the support staff is variable, really depends on the individual. communication and follow-through seem to
be part of the problem. also a wild west sort of attitude.
-----
I don't know why this window popped up. The support staff is very capable. There are just not enough of
them, so the wait time may be length.
-----
Support staff sometimes know what to do and sometimes don't -- the bigger issue is that they can't
always assist me when I need assistance.
-----
I'm not sure how to get effective help if there is a problem with the classroom podium. I went to a training
session about using UTC Online's Grade Center---I was the only one that showed up---got help I
needed but somehow I felt the trainer thought I was wasting her time. I'd like to know how to use clickers
(class enters responses via wireless remotes), but I worry asking for help about that will be regarded as
wasting trainers' time; and I worry that it will be to hard to make my schedule match trainers' schedule.
-----
I've found support from the IT help desk to be spotty. I've had several help requests ignored and others
that have gone largely unresolved for months. On the other hand, when I've been connected with the
right person I've gotten my problems resolved quickly. Its getting through to the right person that seems
to be the hardest thing.
-----
hard to track down at times and often a very long wait.
-----


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I asked the help desk to install software on one of the computers in EMCS. I received no response at all
from the help desk. Later in the semester, I mentioned to the dept chair that I contacted the help desk
about installing the software and never heard from back from them. I am new to UTC so maybe I was
wrong and should have gone to the chair first and let him make the request instead of me. From faculty
oreintation, I was under the impression that we could contact the help desk directly. After the chair made
the request, the software was installed immediately.
-----
Perhaps more staff; perhaps better trained staff
-----
The past two years it seems to be a much less trained support staff.
-----
Institution does not value its employees enough to provide training opportunities to improve skills that
would increase productivity and increase staff morale
-----
Replace current staff with more qualified and better trained people.
-----
The few people we have are great, but they cannot handle many of the problems we encounter. For
example, after 6 visits I still have a coimputer that cant read a flash drive.
-----
Too often the support staff take too long or don't have the answers needed.
-----
More support is needed in this area. Current staff people are very helpful but the more technology is
relied on, the more support is required. We need to be proactive in certain regards instead of reactive
(putting out fires or only helping when the help is requested).
-----
I think they are GREAT. I believe that the "perceived" level is low. I have always had excellent service. I
(as others) would be lost if it weren't for the calm, knowledgeable staff that get us back to our computers
quickly and professionally without blaming us for our ignorance!
-----
My experience has been that they staff is knowledgeable but when I am in the classroom with podium
issues I don't really have classroom time to stop and call them and when I have it has taken a chunk of
my classroom time to wait for them and then wait for them to fix the issue. As for my office computer - I
often feel I get the run around when I call for help. I have a current issue with my computer that I had to
call back 1 month after the original call and still haven't gotten the help I feel I need to resolve the issue.
I don't think sending me a message via the person on the phone to remove and reinstall a program
myself - a non computer - non techy person is a great idea!!! I would for the IT dept. to have felt that my
issue was important enough to have followed up on it and helped me to resolve the issue - which is still
ongoing by the way!
-----
Too many chiefs and not enough indians. Case in point - I notified the I.T. Dept / Media Resources of a
trip hazard caused by power and data wiring in a classroom and it took a week to correct the hazard. It
appears everything in this particular department is delagated to a student employee to complete.
-----
I have never had a problem getting someone to try and help me with an issue. Sadly, too often the issue
requires more than they can do at the time.
-----
As with many University staff functions, we are severely understaffed
-----
The level of expertise is inconsistent.
-----


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Our UTC support staff is a wonderful group of young people. Each person with whom I've worked has
been open, friendly, and cooperative. The level of training for some situations could be higher. On the
other hand, with one exception, whenever I've asked for assistance at a level beyond the IT service
person's expertise, that person has studied the problem, developed a workable strategy, and applied the
strategy.
-----
I have sometimes found IT staff slow to respond to service requests. It is also difficult to find assistance
outside of the regular work day. I find the Bradford wireless system particularly difficult for
students/faculty/staff to navigate.
-----
Support staff who are consistently courteous and ready to respond to my request for assistance
with university provided technology services
Not enough IT staff
-----
Help Desk employees are always courteous but are seldom prepared to resolve issues.
-----
Many offices do not call the Helpdesk for support since they can't get qualified support through it; these
offices do it themselves, use an ad hoc "support" person on the staff who is actually doing a different
job, or call a trusted person on the Helpdesk who can actaully do the job.
-----
I think it is not a combined effort between support staff and the University. People don't understand the
needs and requests so they aren't always done quickly or with a good attitude. This is for both sides.
-----
Most support staff are helpful and prompt in responding to requests for assistance. when they are not, it
is difficult to get anything done.
-----
Many times support staff act as if I am complaining about something to just complain or that it is my fault
for having the problem. People don't complain for no reason...even if it is out of ignorance.
-----
Most are supportive and courteous, some are a bit condescending.
-----
The staff does not relate to the average employee. The staff does not know their customer needs or
even what the customer has on their systems. Need better training in technical and nontechnical skills.
Do know see a clear direction for these employees.
-----
see previous suggestion.
-----
I already answered this with regard to training. I might also add that it has been hard to get help with
problems with my laptop, like getting UTC-licensed SPSS to run properly (going now, but it was tough)
-----
I've found it difficult to get through to right people at the IT help desk. Calls are screened by individuals
who often do not understand the problem I'm calling about. All they can do is refer it to someone else.
But I've had several of this referrals go unanswered or directed to individuals who could not help. There
are times when I need the issue to be resolved quickly (like when a problem is affecting class) but
because of the screening can not get the issue resolved for days.
-----
Customer service could improve with some of the technicians.
-----
See comment above.


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-----
There is no one available to help with the night classes after 5:30 PM.
-----
They are slow to respond and then they say that they really cannot help.
-----
The staff is willing but due to time restraints and demands of their positions they can not provide they
are force to give what they can and not what they should
-----
They are usually courteous, but the wait times are too long, particularly if you are teaching a class.
-----
Again, as I stated before . . . I should not have to call IT and follow-up on a request for help I made 1
month earlier regarding a computer issue that I have and still have because they basically told me to fix
it myself. Honestly, I don't really think you want a non-techy person messing with a computer!
-----
Help Desk employees appear knowledgable.
-----
See previous note
-----
I tend to want immediate assistance and computer staffing levels does not permit immediate service;
perhaps IT needs satellite location in center of campus-"soon to be former library or new library
-----
More consistency - most interactions have been positive so far.
-----
Perhaps having more techs would cut down on the wait time btw. placing the call and addressing the
problem. Overall, I have been very satisfied with the staff I have come in contact with.
-----
Getting timely resolution to problems I am experiencing with technology services at my university
most of the time this is not a concern, but from time to time it can be.
-----
We need more IT staff. Sometimes it just takes too long for them to have time to deal with issues
because they are so overwhelmed.
-----
I'm confused on when I'm supposed to call the COB tech support person or university support people.
For example, when the computer projector goes out in a classroom in FLET hall who is in charge of
those?? Please educate us on that. FLET315 and FLET213 seem to have repeated problems with the
computer projectors going down.
-----
sometimes requests take a very long time to resolve, other times they do not, i wish IT could give me an
estimate of how long it may take to get to my request so that i have an idea of when i should check back
-----
not enough IT staff
-----
The problem is the system and how it is managed. There has been no solution in years.
-----
I've sometimes sent emails to persons I know (e.g., Charity), bypassing the helpdesk in an effort to
speed up response time. I don't know that this is the best thing to do, but on rare occasions it has
seemed that emails sent to the Helpdesk have gone down a black hole.
-----


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It usually requires a visit from personnel to resolve issues and then requires days for resolution.
-----
Not enough trained staff to respond to service requests - my administrative asst had issues with her
email, a new faculty needed access - I had to intervene as dept. head after 10 days as NO-ONE had
responded to repeated and numerous requests for assistance.
-----
Other than to have more service techs, not sure there is any other suggestion. Overall, the department
does a good job with the number of faculty, staff and students we have.
-----
Resolution is timely and courteous 99% percent of the time. I recently had an issue with my computer
that left me without access for several days. Isolating the problem was difficult but the down time was
unexpected. I understand that it was resolved as soon as possible. But, again, the resolution is usually
very prompt, so my expectations are high based upon previous experience.
-----
Too much repeat and trial and error. Poorly trained staff.
-----
I don't think that it is clear to students or staff why there is a turn around time for having computer
problems worked on, or what the process will include.
-----
Treat every problem as if it is the most important.
-----
This is your greatest weakness. I'm sure it's not intentional but you seem to need more staff or more
mobility.
-----
ITD personnel fill out trouble tickets and close them, but actually solving the problem is often not done.
Often a larger problem or issue is causing many problems that appear to end users, but no indication is
made of this. Lack of communication about larger issues is a problem. ITD self-congratulations for
simply doing their assigned jobs rubs most of the campus the wrong way. There are numerous and
repeated statements that "the problem is resolved", only to have the same end result reappear again
and again (such as student registrations system, problems with email, problems with the shared drive,
etc).
-----
Need more than the squeeky wheel syndrome. I have been told they will get my computer working in a
day or two. What are the employees suppose to do in the meantime if 100% of their work is performed
on the computer
-----
again, more downtime then I previously experienced. minimal help and calls that remain open a long
time.
-----
Get more support staff.
-----
There's just not enough staff in IT to handle all of the computer problems that come up. Especially as we
expand our Banner use. I would like to see more training for staff on the use of computers and
applications.
-----
sometimes it's not so timely
-----




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                                                                                       Generated on Tuesday, January 05, 2010
                                                                                                                     Page 56
I don't feel the classroom multimedia podiums are being managed and checked out very well. Their
different features should be tested and corrected. If I discovr a problem, I'm not sure how to get timely
help to fix it.
-----
at my previous institution, if you had a technology situation you called this service and they immediately
looged into your computer and fixed your situation. here if you have a problem you have to be put into
the que then get e returned phone call.
-----
Technology is a huge part of my duties at the University. When there is a tech issue that I face, it is vital
that the problems are resolved efficiently. With so many constituents at UTC, this may be difficult to
meet, but sometimes quick solutions are not resolved by our current tech support services. For the most
part they are good and accurate but have had times when there was a lack of response for days.
-----
work done in offices - site visits etc. can take FOREVER to happen. have waited weeks for drops to be
put in an office.
-----
Support staff in my area need to be more responsive to needs of al faculty.
-----
In my experience, interruptions in my ability to access technology occur with some regularity, and it is
often the result of attempted upgrades or re- configurations that are occurring in the IT area. It is
sometimes frustrating, and is seldom communicated. Better communication, and consideration of the
user.
-----
See comment above
-----
Again, perhaps more or different staff
-----
This area needs to be better. They are slow to respond and then they say that they really cannot help.
-----
The help desk is way understaff to provide the services that are needed. They do the best the can with
what the resources they are given
-----
Need better trained staff.
-----
Understaffed
-----
There needs to be more, better trained, staff to help solve problems.
-----
sometimes it takes a long time to get podiums fixed (changing bulbs in proyectors for example) the
language lab support people cannot be found, even after many calls
-----
Again, I made a call to IT in Oct. they said they would get right back to me. I got busy - 1 month later I
followed up with IT and let's just say they want me to take care of it and tell them how it went! They have
me cryptic instructions over the phone as to how to remove and re-install a program on my computer
because from MY description of the program that's what they think it needs. Keep in mind - no one
except me has laid eyes on my computer!
-----




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My experience with I.T. assistance indicates that the higher up the organizational chart you are, the
quicker you get repair work completed. This tends to give a false perception of efficiency to upper
administration.
-----
quicker response to problems that require onsite work.
-----
The system is just not adequate for even the most talented I.T. professional (much less student help
desk workers) to resolve all of them timely
-----
Again, my expectation level is higher than staffing levels permit; also my computer skills level is so much
lower than that of IT staff as he/she tries to assist me
-----
Our office relies heavily on our computers. So much so that we basically shut down if our computers are
not working. We typically get pretty fast service when it's that extreme, but for anything less, we often
have to wait weeks. This does not entirely lay on the IT personnel in our building. Between computer
labs and faculty and staff, it is far too much work for one person. I would recommend having two people
per building when there are labs and offices. If there is not enough personnel for this, perhaps you could
have one full time and someone else that comes on a rotating basis.
-----
Once again, we are severely under staffed
-----
I lost a few class sessions because of equipment failure in one classroom this semester. If there are no
back-up units on hand, bite the bullet and pay the extra shipping charge so that the student is not
short-changed while we wait for replacements to arrive 2 weeks later.
-----
I don't know.
-----
Hard to get someone to come to the department when there is a problem.
-----
I have sometimes found response times to tech problems slow.
-----
When our one of our workstations are completely unresponsive, we have had to wait up to 3 hours on
multiple occasions for assistance. When a workstation is completely down, I believe a significantly
shorter response time is desirable.
-----
Opportunities to provide feedback regarding technology services at my university
this is the first opportunity to provide feedback I have seen.
-----
I don't feel that I have often been asked for feedback on this area.
-----
there are no perceived formal structures to provide feedback to IT management
-----
This is the first time I have been asked for feedback.
-----
Top management does not want to address problems
-----
I would welcome more opportunities to provide specific feedback about technology, but these are not
always available.



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                                                                                                                   Page 58
-----
Seems that suggestions fall into a black hole
-----
No meaningful feedback; ITD management ignores any and all criticism, suggestions, or ideas they
don't like. There is too much "everyone do what you are told". There is absolutely NO leadership -
evaluating new technologies and setting a clear direction for ITD to follow. Everything is "just give me the
requirements and we will doe our best to meet them"; that is not leadership; it is waiting for leadership to
show up.
-----
this survey.
-----
Same as before. The system is broken; fix it
-----
Don't have any formal opportunity to provide feedback on technology support.
-----
I guess this survey is a start, but it is such a pain. I have NO idea where this info is going, and what will
be done with it. THAT fact makes answering these questions seem so tedious that I doubt I'll participate
to similar opportunities. There's gotta be an easier, less time consuming, more personable way to give
feedback.
-----
We don't have any.
-----
This is the first opportunity other than calling directly to the IT director.
-----
I don't care much about feedback. Just make it work.
-----
Even though many semesters I teach a full load or overload, as an adjunct faculty member i do not have
much input into anything.
-----
No opportunity to give feedback. I do not even know how to do it.
-----
Everyone seems to think they kknow what I need but no one has ever asked. The only public discussion
was of computers in the classroom, and that concept disappeared as it became clear that students use
it as a way to avoid class not enhance.
-----
Of course, this is very important! We need to share ideas and be able to communicate best practices,
concerns, ideas, etc.
-----
Limited feedback options
-----
This is my first opportunity that I've had to rate services!
-----
Participating in a university wide community of end users seeking to make the best use of
technology resources
It makes sense to have a committee to help decide what technology training should be made availalbe
to the campus and how to provide the technology training.
-----
I'm not sure what "participating" means. A meeting? A listserve?


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                                                                                                                       Page 59
-----
If I am allowed or encouraged to submit more than this survey or call IT, then I have no idea where or
when I am supposed to do this.
-----
How do you participate on the committees? Most faculty tell me not to bother for there is no money for
what is needed.
-----
It seems that students and staff have very little input into what the tech fee buys, what current needs are
and how to plan for future needs/wants.
-----
I am not sure what this would entail.
-----
Double edged sword problem...users don't think they should have to do this and support staff doesn't
want to talk to "idiots".
-----
Need more software support for applications.
-----
Do not see any programs to make this happen
-----
Lack of meaningful communication means no such community exists.
-----
I don't feel a sense of community, mostly frustration.
-----
We don't seem to have any such forum with the exception of the IT-SUPPORT listserv.
-----
Not even sure this would work for me. But IS there such a community?
-----
This could get out of hand, but there should be some focus groups or group of faculty, staff and students
that are involved in technology solutions.
-----
Does this exist? Maybe have one.
-----
This survey is a good start. I think many times the left hand doesn't know the reasons behind the right
hand's actions which causes stress. Starting the process with reporting of service issues is the first step
to open communications, which is critical for community wide collaboration.
-----
This would be good but so far what happens is someone decides what we need and you have no imput.
-----
End User are considered?
-----
We are not a community in any way, why start with technology?
-----
Does something like this exist? If so, I never knew about it. If it does not, it is a good idea to implement!!
-----
if such a community exists it is not evident to those not already involved
-----




                                                                              UTC IT Assessment to Support SACS Accreditation
                                                                                       Generated on Tuesday, January 05, 2010
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