Library _ Information Services - Swansea University

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					         Swansea University
         Prifysgol Abertawe
       Library & Information Services
    Gwasanaethau Llyfrgell & Gwybodaeth




University Computing Survey
            2004
1. Introduction                                                             was relatively evenly distributed across customer groups and by
                                                                            subject.
1.1      Library & Information Services has carried out a satisfaction
survey for the last decade. This is a relatively brief annual survey,       2.4     The three most frequently used applications or services
which has to cover library and information facilities as well as            were: Word, the Internet and Exchange/Outlook (the University e-
computing. Inevitably, it also concentrates on services delivered           mail system) (see page 7).
directly by LIS. For the first time since 1998, a University-wide
computing survey has been carried out, with the aim of:                     2.5     Unlike the 1998 survey, the overall satisfaction ratings for
                                                                            access to PCs and the reliability of PCs and PC printing were all
       A wider range of questions on computing services and                acceptably high (see page 6). The variance in satisfaction ratings
        facilities                                                          across customer groups and subject areas was fairly low (see page
                                                                            4).
       Covering computing services delivered by ACU, LIS and
        departmental ICT staff
                                                                            2.6      Satisfaction ratings for the variety of services delivered by
The survey questionnaire is available in Appendix One.                      ACU, LIS and departmental IT staff were also acceptable (see page
                                                                            8), with high ratings in some areas.
1.2      The web-based survey was available for completion during
December 2004. Paper copies were also made available for anyone
who had problems in completing screen-based forms. A total of               3. Survey Respondents
1,121 survey forms were completed, showing the relatively high
response rates achievable by web-based surveys. As ever, I’m                3.1       Predictably, the largest group of respondents was
grateful to all of the University students and staff who took the time to   undergraduates, so the overall survey results reflect this. Most other
complete the survey. I’m also indebted to the web skills of Mostyn          customer groups were adequately represented, apart from the usual
Jones, without whom this survey would have been impossible.                 fairly low response rate from postgraduates.

                                                      Christopher West      Customer Groups
                             Director of Library & Information Services
                                                                                              1%
                                                                                     11%
2. Summary
2.1      There was a pleasingly high total number of respondents of          11%                                      Undergraduates
1,121. The majority of respondents were undergraduates (66.2%),                                                       PG Taught
but other customer groups were also adequately represented (see                                                       PG Research
the pie chart in the next column).                                          5%                                        Academic Staff
                                                                                                                      Other Staff
2.2     The overall satisfaction rating for computing facilities in the       6%                                      Other
University was 4.1, on a scale of one to five (see page 3). The                                               66%
equivalent rating in the 1998 survey was 3.1.

2.3    The level of personal ownership of PCs, laptops and other
devices was high. 89.8% of all respondents owned at least one
computer (see pages 10 and 11). The level of personal ownership
                                                                                                                                                2
3.2     Reflecting the predominance of responses from                   Overall Satisfaction Ratings
undergraduates, just over half (56.1%) of the respondents were 21
years old or younger. 94.8% of respondents were studying or were                600
employed by the University on a full-time basis.
                                                                                500

3.3     There was a reasonable spread of replies across the
                                                                                400
University’s Faculties.
                                                                                300

Faculties
                                                                                200


                                                                                100

            11%
                                                                                     0
                                                                                         Strongly Agree Slightly Agree Neither Agree             Slightly           Stringly      Don't Know/NA
                                                                                                                       nor Disagree             Disagree           Disagree

  11%                              33%     Arts & Soc Sci
                                           BEL
                                                                        4.2     These satisfaction ratings show a significant improvement on
                                                                        those for the survey carried out in January 1998. As well as the
                                           Health & Educ
                                                                        major improvements in hardware, software, networks and
                                           Science
                                                                        organisational structure since then, this also reflects the major
                                           Engineering                  investment in student PC facilities provided by the HEFCW Capital
                                           Other/NA                     Funding for Teaching and Learning and IT Infrastructure. In 1998,
  24%                                                                   the equivalent satisfaction ratings were 3.1 on the five point ratings
                                                                        scale and just +6.1 on the –100 to +100 scale. Only 43.0% of
                             14%                                        respondents agreed with a similar overall statement on computing at
                  7%                                                    the University, with 27.3% disagreeing.

Both Faculty and customer group responses were cross-referenced         Percentage Responses to Overall Satisfaction Ratings 98-04
against some of the key questions (see pages 3 to 7). Future
surveys will be based on the new Schools structure, which will allow            50
                                                                                45
more focussed cross-referencing.                                                40
                                                                                35

4. Satisfaction with Computing Facilities                                       30
                                                                                25
                                                                                20
                                                                                15
4.1       To gauge overall satisfaction levels, respondents were                10
asked whether they agreed or disagreed on a five-point scale with               5
                                                                                0
the statement: Overall, the computing facilities at Swansea                              Strongly Agree   Slightly Agree   Neither Agree nor   Slightly Disagree   Stringly Disagree   Don't Know/NA
University provide a good service to me. On a ratings scale of one to                                                          Disagree

five, this produced an overall satisfaction rating of 4.1. On a wider
ratings scale of –100 to +100, the satisfaction rating was +53.6.
81.9% of respondents agreed with the statement, with 9.9%
disagreeing.
                                                                        4.3    The overall satisfaction ratings were also sub-divided by the
                                                                        main customer groups:

                                                                                        All Postgraduates:                         40.2
                                                                                                                                                                                                       3
        Undergraduates:                 49.0
        Academic Staff:                 62.4
        Other Staff:                    76.2                                         Access to PCs
                                                                                      Reliability of PCs
                                                                                      Reliability of printing
Overall Satisfaction Ratings: Customer Groups
                                                                             These were then subdivided into a rating for these facilities in:

                     Other Staff                                                      Departmental offices
                                                                                      Departmental PC rooms
              Academic Staff                                                          The Library & Information Centre
                 Undergrads                                                           Other PC rooms (like the Students Union)

                     Postgrads                                               5.2     As might be expected with questions on specific key
                                                                             services, ratings were slightly lower than those for a general
  -100         -50                 0            50               100         evaluation of all facilities, but remain positive:

4.4    A sub-division of overall satisfaction ratings by Faculty                      Access to PCs:                    36.1
showed very similar ratings across the subject areas:                                 PC Reliability:                   34.0
                                                                                      Printing:                         37.8
        Engineering:                                48.4
        Education & Health Science:                 50.7                    The combined rating for these three areas is 35.8.
        Arts & Social Studies:                      51.5
        Science:                                    52.1
        Business Economics & Law:                   54.2                    Access to PCs


Overall Satisfaction Ratings: Faculties                                                         Deptl PC Rooms

                                   BEL                                                                Deptl Office
                             Science
                                                                                                              LIC
                           Arts & SS

                             Ed & HS                                                           Other PC Rooms

                         Engineering
                                                                                -100            -50                  0          50     100
  -100           -50                     0                  50         100


5. Satisfaction with Key Services

5.1       To have another view of overall satisfaction ratings,
respondents were asked to rate satisfaction with three essential
facilities (see Questions 10a to 10c in Appendix One):
                                                                                                                                                 4
PC Reliability                                                           Access to PCs: Undergraduates & Academic Staff

                       Deptl Office                                                                 LIC

                               LIC
                                                                                            Deptl Office
                                                                                                                                      Academic Staff
                 Deptl PC Rooms                                                               Deptl PC
                                                                                               Rooms                                  Undergrads
                 Other PC Rooms
                                                                                              Other PC
                                                                                               Rooms
   -100          -50                  0    50           100
                                                                           -100        -50                 0        50         100


Printing Reliability
                                                                         PC Reliability: Undergraduates & Academic Staff

                       Deptl Office                                                              LIC


                               LIC                                                     Deptl Office
                                                                                                                                 Academic Staff

                 Deptl PC Rooms                                                    Deptl PC Rooms
                                                                                                                                 Undergrads
                 Other PC Rooms                                                    Other PC Rooms

   -100          -50                  0    50           100                -100       -50              0       50        100



Printing in other PC rooms may need some further investigation.          Printing Reliability: Undergraduates & Academic Staff

5.3      The responses to Question 10a to 10c were also analysed
by customer group and by Faculty. Perhaps predictably, the                                       LIC
satisfaction ratings for undergraduates are lower as they rely on
shared facilities. Nevertheless, the ratings for these key services                    Deptl Office
from undergraduates are positive and show a marked improvement                                                                   Academic Staff
in PC reliability compared to the most recent LIS satisfaction survey.             Deptl PC Rooms
The ratings from other customer groups, particularly academic staff                                                              Undergrads
are noticeably higher, as one might expect from predominant use of                 Other PC Rooms
office-based facilities.
                                                                           -100       -50              0       50        100




                                                                                                                                                  5
5.4     The combined ratings for these three key facilities from the            Printing Reliability: Arts & Engineering
Faculties were broadly similar:

        Arts & Social Studies:                      23.2                                Overall Satisfaction
        Education & Health Science:                 30.4
        Science:                                    31.9                                    Other PC Room
        Business Economics & Law:                   35.8                                                                                        Engineering
        Engineering:                                36.7                                                LIC
                                                                                                                                                 Arts & SS
LIC facilities in all three areas were positively rated across the                           Deptl PC Room
Faculties. In general, departmental facilities were rated to at least the
same level with Engineering facilities rated particularly highly.                 -100         -50              0         50          100
Access to departmental PCs received a low rating from Arts & Social
Studies, but this may reflect on that Faculty’s lower level of local
provision and greater reliance on the LIC. In the three charts below,
departmental offices are excluded, as these did not apply to                       5.5         Since 1998, there has been a marked improvement
undergraduates.                                                                    in the reliability of key computing facilities. Printing was not
                                                                                   included in the 1998 survey, but the ratings for access to PCs
Access to PCs: Arts & Engineering                                                  and PC reliability have increased to a far more acceptable levels
                                                                                   since then.
          Overall Satisfaction
                                                                                   PC Ratings: 1998
             Other PC Room
                                                                  Engineering      Service                          Satisfaction Rating     % of Dissatisfied
                            LIC                                                                                                              Respondents
                                                                  Arts & SS
             Deptl PC Room
                                                                                   Access to PCs                           -8.1                  47.3%

                                                                                   PC Reliability                         -10.0                  41.5%
  -100          -50               0             50          100


PC Reliability: Arts & Engineering                                                 PC Ratings: 2004

                                                                                   Service                          Satisfaction Rating     % of Dissatisfied
                                                                                                                                             Respondents
                   Overall Satisfaction
                                                                                   Access to PCs                           36.1                  22.5%
                       Other PC Room
                                                                  Engineering
                                                                                   PC Reliability                          34.0                  17.9%
                                      LIC
                                                                  Arts & SS
                        Deptl PC Room

  -100                -50                   0               50


                                                                                                                                                                6
6. Use of Applications and Services
                                                                                    Most Popular Applications: Arts & Science Faculties
6.1     Question 11 of the survey asked which applications and
services were used regularly. The top ten in terms of regular use                                                                                                  Arts & SS
was:                                                                                    100

                                                                                         80                                                                        Science
          Application                                         % of respondents
                                                                                         60
     1    Word                                                     94.4%
                                                                                         40
     2    The Internet                                             93.0%
     3    Exchange/Outlook (University e-mail                      84.9%                 20
          system)
     4    Excel                                                    54.5%                  0
                                                                                              Internet   Word     Exchange    Other E-mail   Excel    Other Apps
     5    Other e-mail systems                                     48.1%
     6    Other applications                                       42.1%
     7    Access                                                   23.1%
     8    Other word processing applications                       16.1%
     9    SPSS                                                     14.3%            6.4     The top six applications and services in 1998 were: e-mail,
    10    Other programming                                        13.8%            word processing, the Internet, the CD-ROM network, spreadsheets
          languages/applications
                                                                                    and BIDS. The fourth service has been eclipsed by web access to e-
                                                                                    resources and the pioneering BIDS service has also been replaced
                                                                                    by the Web of Knowledge.
6.2    The popularity of applications did not vary dramatically
between different customer groups, as is shown by this percentage
comparison of undergraduates and academic staff.                                    7. Information Services

Most Popular Applications: Undergraduates & Academic Staff                          7.1      A variety of information services (Voyager, University web
                                                                                    pages, the web telephone directory, full-text e-journals and
                                                                                    bibliographic e-resources) all received positive satisfaction ratings
                                                                                    (see Question 12). The combined rating for these five services was
                                                                            UG
    100
                                                                                    46.0.
                                                                            Acad
     80                                                                     Staff   Information Services: Satisfaction Ratings
     60

     40                                                                                                            Voyager

     20                                                                                                   Univ Web Pages
      0                                                                                                          E-journals
          Internet   Word   Exchange   Other E-mail   Excel    Other Apps

                                                                                                                E-resources

                                                                                                          Webtel Directory
6.3     Differences in the use of the most popular applications are
also not marked across subject groups, as is shown by this                            -100               -50                  0                      50               100
comparison of use of the same six applications and services by the
Faculty of Arts & Social Studies and the Faculty of Science.
                                                                                                                                                                               7
8. ACU Services                                                              IT Support Staff: Satisfaction Ratings

8.1     Satisfaction ratings were also high for services delivered by
the Administrative Computing Unit, which achieved a combined                                  LIS IT Support Staff
rating of 36.7 (see Question 13). The QL financial system had the
lowest rating, but this may reflect the relative level of fun in using it.                  Departmental IT Staff

                                                                                                       ACU Staff
ACU Services: Satisfaction Ratings
                                                                                          LIS Telephone Helpdesk

                          Student Record System                                -100            -50                   0        50           100

                                Exams Timetable

                           Personnel Information                             10. Home and Campus Access to Key Services
                              On-Line Enrolment                              10.1     The data in Section 6 on the popularity of key applications
                                                                             and services shows the high level of use of e-mail and the Internet.
                          Official Univ Documents
                                                                             Major improvements in campus networking over the last few years
                            Statistical Information                          have significantly improved access to these key services.
                                                                             Increasingly, access to the Internet and e-mail from home are just as
                                               QL                            significant for both staff and students. Question 14 in the survey
                                                                             explored satisfaction levels with access to these two key services
   -100     -80     -60        -40       -20          0   20   40   60       from the campus and from home.

                                                                             Home and Campus Access to E-mail and the Internet
9. IT Staff Support
9.1     As the use of IT becomes ever more pervasive in the                                E-mail on Campus
University, then it is vital that a satisfactory level of IT support is
available. Question 17 measured customer satisfaction levels with:                         Internet on campus

         ACU staff                                                                        Internet from Home
         Departmental IT staff
         LIS IT Support staff in person                                                    E-mail from Home
         LIS IT Support staff via the telephone helpdesk
                                                                               -100          -50                0        50         100
The combined satisfaction rating for these four groups of staff was
46.5, with all four being given pleasingly high ratings from their
customers.



                                                                                                                                                 8
11. Use of Networks                                                   13. PC Teaching Rooms
11.1     Question 9 looked at the use of different networks by        13.1    Question 15 asked for satisfaction ratings for the PC
University students and staff. The level of adoption of the newly-    teaching rooms on campus. The combined rating for the PC teaching
installed campus wireless network was striking, with 12.8% of         rooms in the LIC, departments and other locations was 35.9.
respondents already using it. This percentage is very likely to
increase dramatically over the next few years.                        PC Teaching Rooms: Satisfaction Ratings

Network                           Total Users      % of Respondents
Campus network from a PC at          960                 85.6%
the University                                                                 Library & Information Centre

Campus network from home             326                29.1%
via an ISP                                                                                      Departments

Wireless network on campus           143                12.8%
                                                                                           Other Locations
Campus network from home             134                12.0%
via the University’s dial-in                                            -100              -50                 0   50          100
service

Campus network from home              46                4.1%          14. Blackboard and ECDL
via the VPN
                                                                      14.1     Respondents were also asked to rate the Blackboard e-
12. Use of University PCs                                             learning system and the European Computer Driving Licence
                                                                      qualification. Both services had relatively high satisfaction ratings:
12.1      The responses to Question 8 (Where do you use your PC or
laptop provided by the University?) reflect the high proportion of             Blackboard:          43.9
undergraduates who completed the survey. Even allowing for this,               ECDL:                27.7
the high level of use of PCs in the Library & Information Centre is
striking.                                                             The high number of respondents to the question on Blackboard (775)
                                                                      was also indicative of the widespread use of the system across
Location                       Total respondents   % of Respondents   campus.
Library & Information Centre           541               48.3%
                                                                      Blackboard and ECDL: Satisfaction Ratings
Departmental PC Room                 279                24.9%

Departmental Office                  272                24.3%
                                                                                                Blackboard
Other PC Rooms                       107                9.5%

Anywhere on campus via the            30                2.7%                                         ECDL
wireless network

                                                                        -100              -50                 0   50         100



                                                                                                                                          9
15. Personal Ownership of Computers                                          15.6      There were some slight variations in the type of
                                                                             equipment owned, with higher levels of laptop ownership by
15.1     The survey was also a useful opportunity to measure the             students.
level of personal ownership of PCs and other computing equipment
by University students and staff for the first time. Nearly nine out of      Percentage of Laptop Ownership
ten respondents (89.8%) owned at least one PC, laptop or another
device:                                                                       100

                                                                               90

       PC:                              57.7%                                 80

       Laptop:                          45.0%                                 70

       Other device (PDA, &c):          6.1%                                  60

       None of these or N/A:            10.2%                                 50

                                                                               40

15.2    A survey aimed at regular users of ICT on campus will                  30

almost certainly over-estimate the level of personal ownership of              20

computers, possibly by as much as 10%. Nevertheless, even an                   10

80% personal ownership total is high in comparative terms. It                   0
                                                                                          Postgrads          Undergrads            Academic Staff        Other Staff
reinforces the need for a relatively quick roll-out of the wireless
network, so that students can maximise the use of their PCs and
laptops. It also shows that the University now has the infrastructure
                                                                             15.7       There were also some variations in the type of
for an accelerated development of e-learning.
                                                                             equipment personally owned across the Faculties
15.3     The totals for personal ownership also show that a
significant proportion of respondents own more than one computer.
                                                                             Personal Ownership of Equipment by Faculty
The relatively high proportion for laptops shows the increasing
popularity of mobile devices.

15.4     The levels of personal ownership of computers did not vary            100
                                                                                                                                                                       Laptops
significantly between customer groups:                                          90

                                                                                80
                                                                                                                                                                       PCs

       Academic Staff:                  91.7%                                  70                                                                                     Others
       Undergraduates:                  90.6%                                  60
                                                                                                                                                                       None
       Postgraduates:                   87.5%                                  50


       Other Staff:                     85.5%                                  40

                                                                                30

                                                                                20
15.5    Similarly, ownership levels across broad subject areas in the
                                                                                10
Faculties were also at the same levels:
                                                                                0
                                                                                     Ed & Health Sci   BEL           Engineering        Science     Arts & SS
       Education & Health Science:      93.4%
       Business Economics & Law:        92.3%
       Engineering:                     89.8%                            15.8    As might be expected, personally-owned PCs, laptops and
       Science:                         89.6%                            other equipment were primarily used at home or in termtime
       Arts & Social Studies:           88.2%                            residences.

                                                                                                                                                                          10
Location of Use of Personally-Owned Computers


      100

       90

       80

       70

       60

       50

       40

       30

       20

       10

       0
            Home      Termtime    University-Owned    University   Campus Wireless
                      Residence      Residence       Department       Network




This reinforces the need for reliable off-campus Internet access to
University facilities. Despite its very recent introduction, the take-up
of the wireless network is also very encouraging.



Appendix One: Survey Questionnaire
                                                                                     Academic Staff
                                                                                               Other Staff
UWS Computing Satisfaction Survey 2004
                                                                                               Other
Please help us further improve computing services in the University
                                                                                     2. Are you:
by taking a few minutes to complete this short questionnaire.
                                                                                                   Full-Time
                                                                                                   Part-Time
All students and staff are welcome to complete this survey
                                                                                     3. What is your age group:
It covers all of the University’s computing services provided by:
                                                                                                 21 years and under
                                                                                                 22-26 years
                  Library & Information Services
                                                                                                 27-39 years
                  Administrative Computing Services                                             40-49 years
                  Departmental computing services                                               50 and over
Please complete all questions apart from the last question 19 (any other             4. Which Faculty are you in:
comments and suggestions), which is optional.                                                  Arts & Social Studies
                                                                                               Business, Economics & Law
About You                                                                                      Education, Adult Ed and Health Science
1. Which group are you in?                                                                     Engineering
           Undergraduate                                                                       Science
           Postgraduate (Taught Course)                                                        Other/Not applicable
           Postgraduate (Research)
                                                                                                                                        11
About Your Computing Equipment                                             Completely Agree Slightly Agree Neither Agree nor Disagree Slightly
5. Do you personally own a:                                                Disagree Completely Disagree Don’t know or Not applicable
       (Please tick all which apply)
           PC                                                                         My departmental office
           Laptop                                                                     My departmental PC room(s)
           Another ICT device (eg a PDA)                                              The Library & Information Centre
           None of these /Not applicable                                              In another University PC room (eg Students Union)

6. Do you usually use your personally-owned PC, laptop and/or other        10b. The PCs are reliable in:
device: (Please tick all which apply)                                      Completely Agree Slightly Agree Neither Agree nor Disagree Slightly
            At your permanent home                                         Disagree Completely Disagree Don’t know or Not applicable
            In your University-owned residence
            In your termtime private residence                                        My departmental office
            In your University department                                             My departmental PC room(s)
            Anywhere on campus via the wireless network                               The Library & Information Centre
            Other/Not applicable                                                      In another University PC room (eg Students Union)

7. Do you use a PC, laptop or other device provided by the                 10c. Printing services are reliable in:
 University: (Please tick all which apply)                                 Completely Agree Slightly Agree Neither Agree nor Disagree Slightly
            PC                                                             Disagree Completely Disagree Don’t know or Not applicable
            Laptop
            Another ICT device (eg a PDA)                                             My department
            None of these /Not applicable                                             My departmental PC room(s)
                                                                                      The Library & Information Centre
 8. Where do you use your PC or laptop provided by the University:                    In another University PC room (eg Students Union)
      (Please tick all which apply)
          In your departmental office                                      Your Use of Computing Services
          In your departmental PC room(s)                                  11. Which of these applications or services do you use regularly?
          In the Library & Information Centre                                     (Please tick all which apply)
          In another University PC room                                               Access
          (eg Students Union)                                                         Other database applications
          Anywhere on campus via the wireless network                                 Delphi
          Other/Not applicable                                                        Other programming languages/applications
                                                                                      EndNote
 9. Which of the following do you use?                                                Excel
        (Please tick all which apply)                                                 Other spreadsheet applications
            Campus network from a PC at the University                                Exchange/Outlook (University e-mail)
            Wireless network on campus                                                Other e-mail systems
            Campus network from your home via your ISP (Internet Service              FTP
Provider, eg BT)                                                                      The Internet
            Campus network from your home via the University's dial-in                Mathematica
service                                                                               Oracle
            Campus network from your home via the VPN (Virtual Private                QL
Network)                                                                              SPSS
            Other/Not applicable                                                      Unix
                                                                                      Word
10. Please indicate if you agree or disagree with these statements:                   Other word-processing applications
                                                                                      Other applications
10a. I can access a PC whenever I need to at:
                                                                           12. How satisfied are you with these information services?
                                                                                                                                               12
 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly   Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly
dissatisfied Very dissatisfied Don’t know or Not applicable                  dissatisfied Very dissatisfied Don’t know or Not applicable

Voyager the library catalogue                                                IT Support in Library & Information Services
Swansea University web pages                                                 IT Support in Library & Information Services via the telephone helpdesk
University web telephone directory                                           5060
Full-text electronic journals (eg ScienceDirect, JSTOR, &c) as provided by   Administrative Computing Unit support
the University                                                               Departmental IT staff support
Electronic resources (eg Web of Knowledge, Inspec, &c) as provided by the
University                                                                   18. Please indicate how much you agree or disagree with the following
                                                                             statement:
13. How satisfied are you with these services on the University Intranet?    Strongly agree Slightly agree Neither agree nor Disagree Slightly disagree
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly    Strongly disagree Don’t know or Not applicable
dissatisfied Very dissatisfied Don’t know or Not applicable
                                                                             Overall, the computing facilities at Swansea University provide a good
           Student record system                                             service to me
           On-line enrolment
           Examinations timetable                                            19. Any other comments or suggestions?
           Official University documents                                      Note: If you have a specific question to which you’d like a response, please
           (eg Committee minutes, &c)                                        include your e-mail address
           QL Finance system
           Personnel information (eg All About Me)
           Statistical information
                                                                             Appendix Two: Selected Comments
14. How satisfied are you with access to these services?
 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly   Longer opening hours needed in LIC/24 hour opening in LIC x 26
dissatisfied Very dissatisfied Don’t know or Not applicable
                                                                             24 hr computer access please!
           E-mail on campus
           E-mail from home                                                  It would be great that some of the computers could be used for more
           Access to the Internet on campus                                  hours a day; if not 24-hour use, a more extended timetable.
           Access to the Internet from home
                                                                             It would be great if the library was open longer in the evenings.
15. How satisfied are you with the following PC Teaching Rooms?
 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly   I have asked several computer staff and am simply amazed you haven’t a
dissatisfied Very dissatisfied Don’t know or Not applicable                  24hour computer lab in the university, currently we must either wait until the
                                                                             library opens at 8:45 or the departmental rooms are open. Other universities
           PC Teaching Rooms in the Library & Information Centre             have 24hour access, it is beneficial to students since they can work later if
           PC Teaching Rooms in your department                              they do not have access to a pc, I feel a university such as Swansea should
           Other PC Teaching Rooms on campus                                 be leading on these matters not falling behind.

16. How satisfied are you with these services?                               More PCs needed in Departments x 6
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly
dissatisfied Very dissatisfied Don’t know or Not applicable                  It is really handy having the Internet room in the student building.

           Blackboard                                                        Internet and Blackboard facilities in all teaching rooms
           ECDL
                                                                             More PCs needed in LIC x 30
17. How satisfied are you with help from the following staff?
                                                                             Still too few computers. Why not introduce a 'Short Stay' area where
                                                                                                                                                       13
people can come along, but keep to only using the computers for less than
10 minutes.                                                                        LIS IT support staff helpful x 13

Overall the computing facilities in university are very good, however access       My experience is very positive. LIS IT staff provide me with a very
to the PCs at times can be quite difficult due to the volume of students.          good service but they do appear to me to be very stretched.

It is good over all but difficult to find a computer in the library at lunchtime   LIS Systems Support staff always seem to be struggling with a heavy
and this year only LPC students are allowed to use the computers in the law        workload, and therefore response times can be slow. However, they are
department which makes it more difficult to find one when you need it.             always friendly and helpful.

LIS PCs unreliable/Too many out of order x 13                                      LIS IT support staff unhelpful x 6

Too many computers out of service all the time, computers too slow and             I find the IT and computer services people sometimes very rude.
printing too expensive.
                                                                                   Problems in contacting LIS IT support via the Helpdesk telephone number
They main problem I have with the service, is that the servers are always          5060 x 4
going down for maintenance. The P:/ drive is gets taken offline, email is
often down, and the Swansea website is often inaccessible. These are key           The response on 5060 is usually very helpful - the frustrating part is when
services that LIS provide, and they should have utmost priority. I expect to       there is no reply to telephone enquiries. I realise that there cannot always be
see a down-time of perhaps a few hours a year not twice a week.                    someone available to answer the phone but long periods with no reply are
                                                                                   very awkward.
Log-ins too slow x 8
                                                                                   Departmental IT support staff helpful x 5
It takes quite long to log into the network both in the library and
the engineering department PC room.                                                Departmental IT support staff do a good job. I am only 'fairly satisfied'
                                                                                   because we could really do with an extra person to help with the amount of
USB drives good x 2                                                                work.

Great thing with the USB's - well done.                                            Departmental IT support staff unhelpful x 4

Provide more LIS PCs with floppy drives x 4                                        Departmental IT staff - some are excellent, some are never around, and lazy
                                                                                   and uncooperative when they are there.
Wireless network good x 5
                                                                                   We have enjoyed excellent support from ACU
The wireless network is brilliant!
                                                                                   Intranet difficult to use x 4
Wireless took a long time to be installed in new halls as we were told
beginning of term - but it was worth the wait as it saves me a great deal in       You asked a question regarding the Intranet. As a member of staff I do not
money through using dial-up and is reliable.                                       have access to the intranet - I understand that not all things are applicable
                                                                                   but any messages from the Vice Chancellor etc are ON THE INTRANET,
Using the internet in the student village costs the students, however it is free   and I do not have access to my own details.
for students on campus.
                                                                                   The university website could do with a major overhaul
Local problems with accessing wireless network x 3
                                                                                   The QL Finance system is not user friendly at all and purchasing has now
High speed network connection needed to Beck x 5                                   become an onerous task.

Difficulties in off-campus access to e-mail and campus network x 12                SPSS unreliable/unavailable x 4

I think the access to Outlook off-campus is terrible.                              Printing expensive x 2
                                                                                                                                                              14
                                                                                        Undergraduate 742
Provide some free printing credits x 2                                                  Postgraduate (Taught Course) 67
                                                                                        Postgraduate (Research) 61
Blackboard good x 3                                                                     Academic Staff 121
                                                                                        Other Staff 124
I think that the Blackboard facility is a great idea, and that if all lecturers         Other 6
participated, and put useful information associated with courses/modules on
the internet, then it would be very beneficial to everyone. But at the moment,       2. Are you:
unfortunately it seems that only a select few modules are actually on there.             Full-Time 1063
                                                                                         Part-Time 58
Use open source software x 2
                                                                                     3. What is your age group:
University provides little or no support for non-Microsoft users.                        21 years and under 629
                                                                                         22-26 years 173
Use a Macintosh operating system x 2                                                     27-39 years 135
                                                                                         40-49 years 84
The university should offer Macintosh computers in public computer rooms                 50 and over 100
and support Macintoshes as an alternative computing choice.
                                                                                     4. Which Faculty are you in:
If you want to make real improvements to computing at Swansea, the                       Arts & Social Studies 374
university should convert to a professional operating system such as Mac                 Business, Economics & Law 155
OS X 10.3.6 and not continue to rely on the outdated bug ridden Windoze                  Education, Adult Ed and Health Science 76
[sic] XP system.                                                                         Engineering 128
                                                                                         Science 270
Hoffwn fod wedi gallu ateb yr holiadur yn Gymraeg. Oes modd cael Cysill                  Other/Not applicable 118
neu rywbeth tebyg ar y cyfrifiadur.
                                                                                     About Your Computing Equipment
Campus network for staff is very slow, and it's always clear when a change           5. Do you personally own a:
has been made to the network, as this often causes problems for end users            (Please tick all which apply)
("if it ain't broke, fix it 'til it is"). Seem to be problems with space                 PC 647
allocation/server space too. More positively, LIS staff are friendly and do try          Laptop 505
hard to help subject to the constraints of the system. ACU however, needs to             Another ICT device (eg a PDA) 68
do something to sort out student records - system is antiquated and clunky.              None of these /Not applicable 114

As a member of academic staff, I have become reliant on my computer at               6. Do you usually use your personally-owned PC, laptop and/or other
work, so on the very rare occasions when the network or email or the              device:
intranet don't work, it is hugely frustrating. Very pleased to see continuing        (Please tick all which apply)
improvements applied to Intranet.                                                         At your permanent home 714
                                                                                          In your University-owned residence 292
SORRY BUT I’VE NEVER HEARD OF HALF OF THE THINGS IN THE                                   In your termtime private residence 592
SURVEY.                                                                                   In your University department 104
                                                                                          Anywhere on campus via the wireless network 93
                                                                                          Other/Not applicable 118
Appendix           Three:        Summary            of      Demographic
                                                                                     7. Do you use a PC, laptop or other device provided by the University:
Datafields                                                                           (Please tick all which apply)
                                                                                         PC 782
   Total respondents: 1121                                                               Laptop 81
   About You                                                                             Another ICT device (eg a PDA) 14
   1. Which group are you in?                                                            None of these /Not applicable 274
                                                                                                                                                              15
   8. Where do you use your PC or laptop provided by the University:
   (Please tick all which apply)
       In your departmental office 272
       In your departmental PC room(s) 279
       In the Library & Information Centre 541
       In another University PC room
       (eg Students Union) 107
       Anywhere on campus via the wireless network 30
       Other/Not applicable 278

   9. Which of the following do you use?
(Please tick all which apply)
Campus network from a PC at the University 960
Wireless network on campus 143
Campus network from your home via your ISP (Internet Service
Provider, eg BT) 326
Campus network from your home via the University's dial-in service 134
Campus network from your home via the VPN (Virtual Private Network) 46
Other/Not applicable 63

   Your Use of Computing Services
   11. Which of these applications or services do you use regularly?
   (Please tick all which apply)
       Access259
       Other database applications143
       Delphi35
       Other programming languages/applications155
       EndNote 79
       Excel 611
       Other spreadsheet applications 71
       Exchange/Outlook (University e-mail) 952
       Other e-mail systems 539
       FTP102
       The Internet 1043
       Mathematica 37
       Oracle 23
       QL 46
       SPSS160
       Unix 53
       Word 1047
       Other word-processing applications 180
       Other applications 472




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