2010 Client Satisfaction Survey

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					         IT SERVICES
2010 Client Satisfaction Survey
          March, 2010
                       Acknowledgements
The Stanford IT Services Client Satisfaction Team consisted of the following:

                           Jan Cicero, Client Support
                     Alvin Chew, Communication Services
                      Liz Goesseringer, Business Services
                         Tom Goodrich, Client Support
                     Jim Knox, Facilitator, Client Support
                        Phil Reese, Research Computing
                        Nancy Ware, Strategic Planning
                       Bryan Wear, Computing Services

                       Brian McDonald, MOR Associates
                        Chris Paquette, MOR Associates
                        Alexis Bywater, MOR Associates
MOR Associates, an external consulting firm, acted as project manager for this
effort, analyzing the data and preparing this report. MOR Associates specializes
in continuous improvement, strategic thinking and leadership development.
MOR Associates has conducted a number of large-scale satisfaction surveys for
IT organizations in higher education, including MIT, Northeastern University,
the University of Chicago, and others.




                                MOR Associates, Inc.
                              462 Main Street, Suite 300
                               Watertown, MA 02472
                                tel: 617.924.4501 fax:
                                     617.924.8070
                                 morassociates.com

                              Brian McDonald, President
                                  morbrian@aol.com
                                                                                 Contents
Introduction. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . a1

Methodology . .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . a2

Overview.of.the.Results . .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1

Reading.the.Charts. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 25

Customer.Service.and.Service.Attributes. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 29

Research.Computing.and.IT.Services.Priorities. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 33

General.Support. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 41

Data.Storage.Services .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. ..51

Email.and.Webmail. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 59

Calendaring. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 63

Network.Services. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 67

Telecommunications.Services. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 73

Remote.Access . .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 83

Mobile.Devices . .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 87

Software. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 89

         .
Security.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 93

Web.Services. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 99

Appendix.A:.The.Full.Text.of.Written.Comments . .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .A-1

Appendix.B:.The.Survey.Instrument. .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .B-1

Appendix.C:.Other.Observations . .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .C-1
                             Stanford Information Technology Services 2010 Client Survey • Introduction | a1


Introduction
This report provides a summary of the purposes, the methodology and the results of the client satisfaction
survey sponsored by Stanford Information Technology Services in March, 2010. The survey is one means
through which IT Services can give a voice to their clients. It is a systematic way to identify what is working
and what needs to be improved from the clients’ vantage point. This survey was undertaken for the follow-
ing purposes all of which helped guide the construct and design of the survey.
•	To document where clients are satisfied along with where they are dissatisfied and to identify what gaps
  cause any disappointment in the client experience.
•	To find out what improvements are important to clients.
•	To use this data to prioritize the continuous improvement initiatives that will make it easier for IT Services’
  clients to do their work.
The ultimate goal is to provide an excellent client IT experience that supports the teaching, learning,
research and business needs of the Stanford community. In the near term the goal is to improve the clients’
ability to use IT to get their work done. The survey findings on the following pages provide a sound basis
for determining how IT Services can focus its efforts to enhance the quality of the client experience at
Stanford University.


                                              Brian McDonald
                                              President, MOR Associates




                                                                                               MOR Associates, Inc.
a2 | Introduction • Stanford Information Technology Services 2010 Client Survey


Survey Methodology
Survey Population
The survey solicited feedback from three client communities: faculty, students and administrators. Most
of the survey data will be presented based on these three categories. In cases where cumulative data is pre-
sented, each category was intended to be one-third of the combined statistic.


Selection Criteria - All Communities
   •	 Had	to	have	a	SUNet	ID	number.
   •	 Must	have	an	email	address.


Selection Criteria - Faculty
   •	 Tenured,	Tenure	Line,	Appointment	Line	are	included.
   •	 SLAC	Faculty	were	excluded	given	they	rely	on	their	own	systems	to	a	large	extent.
   •	 Visiting	faculty	were	not	included.	


Selection Criteria - Students
   •	 Included	undergraduates	and	graduates	living	on	and	off	campus.


Selection Criteria - Administrative
   •	 IT	Services	staff	were	excluded.
   •	 Certain	staff	members	were	excluded	given	computers	are	not	part	of	how	they	get	their	work	done.
   •	 SLAC		(Stanford	Linear	Accelerator	Center)	staff		were	excluded.

The following table presents a summary of the population and sample size estimates that result from
applying the above criteria.




MOR Associates, Inc.
                              Stanford Information Technology Services 2010 Client Survey • Introduction | a3


Stanford’s 2010 Sample Size and Response Rates
The Target Sample Size for “All” was derived assuming a Confidence Interval of .20 and a Confidence Level of 95%.
Stanford received a 40% response rate from the randomly selected population that was asked to complete
the survey. This robust response rate increases the likelihood that these results accurately represent the views
of the Stanford community.

 Group                           Initial      Target No.      Actual No.     Projected         Actual
                            Sample Size      Responses       Responses       Response       Response
                                                                                  Rate          Rate
 Faculty                             550             150             168           27%            31%
 Graduate Students                   200              75             102           38%            51%
 Undergraduate Students              250              75              85           30%            34%
 Admin Staff                         300             150             168           50%            56%
 Total                              1300             450             523           35%            40%

•	 For	any	cumulative	statistics	there	will	be	relative	over	and	under	weighting	of	the	specific	groups	(fac-
   ulty,	students	and	staff)	because	each	groups	representation	of	the	population	is	not	equal	to	their	target	
   sample representation of 33%.



Stanford’s 2009 Sample Size and Response Rates
 Group                           Initial      Target No.      Actual No.     Projected         Actual
                            Sample Size      Responses       Responses       Response       Response
                                                                                  Rate          Rate
 Faculty                             550             150             169           27%            31%
 Graduate Students                   199              75              85           38%            43%
 Undergraduate Students              250              75              95           30%            38%
 Admin Staff                         275             150             154           55%            56%
 Total                              1274             450             503           35%            39%




                                                                                                MOR Associates, Inc.
     Stanford Information Technology Services 2010 Client Survey • Overview | 1




Overview of the Results




                                                              MOR Associates, Inc.
2 | Overview • Stanford Information Technology Services 2010 Client Survey


Executive Summary
In a random sampling of 1,300 members of the Stanford community, 523, or 40%, responded to the survey.

Ratings.for.Twenty-Eight.Out.of.Fifty-Nine.Measures.Repeated..
from.the.2009.Survey.Saw.Statistically.Significant.Improvement
Virtually	every	measure	repeated	from	2009	showed	improvement,	but	only	half	were	statistically	significant.	This	
does not necessarily mean the remaining improvements weren’t real; they simply did not meet the test for signifi-
cance. Three repeated measures saw declines, but the maximum decline was a trivial -0.03 on a scale of 1 to 6. A
majority of measures set new high-water marks. Throughout this summary and overview, statistically significant
improvements are highlighted in yellow.

Two.Broadly.Used.Services,.the.Network.and.Help.Services,.Enjoyed.Some.of.the.Highest.Gains
Various	aspects	of	Network	Services	showed	significant	gains.		The	two	that	saw	the	highest	gains,	wireless	signal	
strength and wireless availability, were also among the top ten dissatisfiers from 2009 in terms of the total number
of all respondents who provided negative ratings. Wireless networking in the residences, saw a 0.29 gain, though,
probably due to a smaller pool of respondents, didn’t meet the threshold for statistical significance. Availability and
reliability of the wired network had the highest ratings of all measures in this years survey.
 Network Services
                                                                2003 2005      2006   2007   2008   2009   2010   Change

 Q29a. Wireless signal strength/quality of connection             ---   4.28   4.31   4.43   4.44   4.51   4.83      0.31
 Q29b. Availability of wireless network on campus               4.12    4.11   4.24   4.39   4.48   4.61   4.86      0.25
 Q29c. Wireless guest registration process                        ---   3.88   3.98   4.20   4.15   3.99   4.14      0.15
 Q30a. Wireless networking in the residences                      ---   4.14   3.36   4.17   3.67   4.13   4.41      0.29
 Q32a. Reliability of wired network                               ---    ---   4.98   5.01   5.04   5.04   5.25      0.21
 Q32b. Availability of wired network                              ---    ---   4.92   5.02   5.05   5.06   5.26      0.21
 Q32c. High-speed (gigabit) access to other universities          ---    ---   4.86   4.91   4.92   4.96   5.17      0.21
 Q32a. Stanford network services overall                        4.92    4.74   4.77   4.94   4.91   4.95   5.12      0.16

Perhaps further reflecting the perceptions of an improved network, another top ten dissatisfier from 2009, Webmail
speed,	also	saw	significant	gains.	(No	other	aspect	of	Webmail	met	that	threshold.)

 Webmail and Email
                                                                2003 2005      2006   2007   2008   2009   2010   Change
 Q23a. Webmail speed                                              ---    ---   4.09   4.20   4.20   4.21   4.51      0.30

Over the years, various aspects of getting help have consistently been highly correlated with overall satisfaction with
IT	Services.	It	is	well	then	that	all	but	one	measure	of	Help	Services	saw	statistically	significant	improvement.		These	
gains	included	another	top	dissatisfier	from	2009,	HelpSU	turnaround	time	for	resolving	your	problem.

 5-HELP
                                                                2003 2005      2006   2007   2008   2009   2010   Change

 Q11a. 5-HELP: Ability to get through to a person               4.57    4.43   4.43   4.44   4.68   4.52   4.76      0.24
 Q11b. 5-HELP: Timeliness of initial response to your inquiry   4.54    4.45   4.49   4.46   4.71   4.48   4.78      0.30
 Q11c. 5-HELP: Ability to solve problem                         4.73    4.62   4.49   4.67   4.82   4.64   4.80      0.16
 Q11d. 5-HELP: Turnaround time for resolving your problem       4.45    4.41   4.40   4.42   4.72   4.51   4.71      0.20




MOR Associates, Inc.
                                           Stanford Information Technology Services 2010 Client Survey • Overview | 3


 HelpSU
                                                                 2003 2005      2006    2007    2008   2009     2010     Change
 Q12a. HelpSU: Timeliness of initial response to your inquiry      ---    ---     ---     ---   4.66   4.62     4.85        0.22
 Q12b. HelpSU: Ability to solve problem                          4.98    4.69   4.62    4.64    4.74   4.61     4.88        0.28
 Q12c. HelpSU: Turnaround time for resolving your problem        4.63    4.45   4.43    4.47    4.60   4.52     4.75        0.23


 Problem Resolution Overall
                                                                 2003 2005      2006    2007    2008   2009     2010     Change
 Q13a. Problem resolution overall                                4.75    4.60   4.62    4.62    4.73   4.66     4.87        0.22


After.a.Tough.Start,.Sophos.Anti-Virus.Has.Gained.Greater.Acceptance
Sophos	Anti-Virus	was	yet	another	top	dissatisfier	from	2009	to	see	significant	gains,	although	it	has	a	way	to	go	to	
reach	the	high	water	mark	set	by	Symantec/Norton	Anti-Virus.

 Security Software
                                                                 2003 2005      2006    2007    2008   2009     2010     Change
 Q44c. Sophos Antivirus (introduced in 2009 survey,                ---    ---   4.90    4.94    4.79   4.32     4.69        0.37
 comparisons prior to 2009 are to Symantec/Norton Anti-Virus)


Overall.Ratings.for.IT.Services.Attributes.and.IT.Services.All.Showed.Significant.Gains
They also set new high water marks across the board.

 IT Services Overall
                                                                 2003 2005      2006    2007    2008   2009     2010     Change
 Q1a. Client-oriented approach                                     ---    ---   4.61    4.81    4.92   4.88     5.03        0.15
 Q2a. Keep the IT systems up and running                           ---    ---   4.95    5.11    5.10   5.07     5.23        0.16
 Q2b. Delivers promised services on a timely basis                 ---    ---   4.68    4.86    4.94   4.91     5.07        0.15
 Q2c. Helps you use technology effectively                         ---    ---   4.53    4.72    4.78   4.73     4.90        0.17
 Q2d. Provides services that are valuable to you                   ---    ---   4.67    4.92    4.97   4.92     5.05        0.13
 Q3a. IT Services services as a whole                            4.81    4.65   4.69    4.85    4.93   4.90     5.03        0.13


A.New.Routing.Question.Trimmed.the.Number.of.Respondents.Rating.Central.Web.Hosting..
So.That.Only.Those.Who.Actually.Hosted.Sites.Through.Central.Hosting.Rated.the.Service
Four measure were repeated from 2009. Two showed significant improvement and one, restricting access via WebAuth
received 100% positive ratings, a first in the history of Stanford’s annual IT surveys.

 Central Web Hosting Service (Hosting Respondents)*
                                                                 2003 2005      2006    2007    2008   2009     2010     Change
 Q49a. Web hosting: Restricting access via WebAuth                 ---    ---     ---     ---   5.03   4.72     5.18        0.46
 Q49b. Web hosting: Ease of setup and maintenance of web pages     ---    ---     ---     ---   4.62   4.43     4.84        0.41
 Q49d. Web hosting: CGI (ability to run scripts and web apps)      ---    ---     ---     ---   4.63   4.35     4.69        0.33
 Q49f. Web hosting: Databases for Groups and                       ---    ---     ---     ---   4.55   4.06     4.44        0.39
 Departments (MySQL)




                                                                                                              MOR Associates, Inc.
4 | Overview • Stanford Information Technology Services 2010 Client Survey


Despite.Significant.Gains.in.Speed,.Webmail.Continues.to.Be.The.Greatest.Source.of.Dissatisfaction
Since	2007,	and	despite	a	2007	upgrade	to	that	service,	Webmail	has	one	of	the	greatest	sources	of	dissatisfaction	(due	
to	its	wide	use	and	lower	ratings).	As	was	true	in	2009,	Webmail	made	modest	gains	in	ratings.	However,	Webmail	is	
still the greatest source of dissatisfaction for the community and it received some of the lowest ratings in the survey.

 Question                                                                       Mean         Count of All Tot Neg       Total
                                                                                             Responses                  Dissatisfied
 Q23b. Webmail features                                                              4.18            441          27%           121
 Q23c. Webmail ease of use                                                           4.22            445          26%           115
 Q23a. Webmail speed                                                                 4.51            445          18%            78
 Q24a. Stanford email overall                                                        4.61            475          15%            72
 Q23d. Webmail reliability                                                           4.64            436          13%            56


Remote Access While Traveling Outside the U.S. Is Still a Source of Dissatisfaction

In 2007, remote access while traveling outside the U.S. received the lowest overall rating of the survey. While some
aspects of Webmail now have the lowest ratings, this is now the second lowest.

 Remote Access
                                                               2003 2005     2006      2007       2008     2009    2010     Change
 Q41a. Using broadband service from another provider at          ---   ---   4.56      4.52       4.66     4.76    4.73        -0.03
 home (e.g., Comcast, AT&T)
 Q41b. Using on-site Internet services when traveling within     ---   ---   4.42      4.39       4.42     4.37    4.59         0.22
 the United States (e.g., hotel, Internet cafe, aircard)
 Q41c. Using on-site Internet services when traveling            ---   ---   4.09      3.92       4.12     4.04    4.24         0.20
 internationally (e.g., hotel, Internet cafe, aircard)
 Q41d. Using Stanford's VPN (Virtual Private Network)            ---   ---     ---          ---   4.53     4.51    4.50        -0.01
 service




MOR Associates, Inc.
                                      Stanford Information Technology Services 2010 Client Survey • Overview | 5


Top Ten Satisfaction Ratings from the General Survey
Ratings Sorted by Mean*
Question                                                                      Mean Tot Pos   Count
Q32b. Availability of wired network                                           5.26    96%     396
Q32a. Reliability of wired network                                            5.25    96%     400
Q2a. ITS keeps the IT systems it provides up and running                      5.23    96%     493
Q32c. High-speed (gigabit) access to other universities                       5.17    95%     239
Q33a. Stanford's network overall                                              5.12    96%     476
Q2b. ITS delivers promised services on a timely basis                         5.07    94%     459
Q2d. ITS provides services that are valuable to you                           5.05    95%     478
Q3a. IT Services services overall                                             5.03    93%     493
Q1a. IT Services "client-oriented" approach                                   5.03    94%     422
Q47b. Web hosting availability (up-time)                                      4.99    96%     361




Ten Lowest Satisfaction Ratings from the General Survey
Ratings Sorted from Lowest to Highest by Mean*
Question                                                                      Mean Tot Neg   Count
Q26a. Stanford Calendar (Zimbra)                                              4.12    27%     145
Q29c. Wireless guest registration process                                     4.14    31%     297
Q23b. Webmail features                                                        4.18    27%     441
Q23c. Webmail ease of use                                                     4.22    26%     445
Q41c. Using on-site Internet services when traveling internationally (e.g.,   4.24    26%     187
hotel, Internet cafe, aircard)
Q44b. Stanford's Security Self-Help Tool                                      4.27    20%     204
Q44a. BigFix                                                                  4.31    20%     219
Q34c. Telecommunications billing system/statements                            4.41    18%     165
Q30a. Wireless in the residences                                              4.41    22%     177
Q41d. Using Stanford's VPN (Virtual Private Network) service                  4.50    18%     206




* Minimum number of responses of 100.




                                                                                                 MOR Associates, Inc.
6 | Overview • Stanford Information Technology Services 2010 Client Survey


Top Ten Areas of Satisfaction by Cohort
Sorted by Mean*
Faculty
 Question                                                                    Mean    Tot Pos   Count
 Q2a. ITS keeps the IT systems it provides up and running                    5.33        3%      156
 Q32b. Availability of wired network                                         5.32        3%      132
 Q32a. Reliability of wired network                                          5.29        3%      132
 Q33a. Stanford's network overall                                             5.11       3%      149
 Q32c. High-speed (gigabit) access to other universities                     5.09        8%       74
 Q1a. IT Services "client-oriented" approach                                 5.07        8%      142
 Q2b. ITS delivers promised services on a timely basis                       5.04        7%      148
 Q3a. IT Services services overall                                           5.04        9%      159
 Q2d. ITS provides services that are valuable to you                         5.03        8%      151
 Q47b. Web hosting availability (up-time)                                    4.96        6%      106


Graduate Students
 Question                                                                    Mean    Tot Pos   Count
 Q2a. ITS keeps the IT systems it provides up and running                     5.22      99%      100
 Q2b. ITS delivers promised services on a timely basis                        5.16      99%       92
 Q32b. Availability of wired network                                          5.16      94%       90
 Q3a. IT Services services overall                                            5.14      98%       99
 Q32a. Reliability of wired network                                           5.13      93%       91
 Q49b. Web hosting: Ease of setup and maintenance of web pages                5.09     100%       23
 Q2d. ITS provides services that are valuable to you                          5.08      99%       96
 Q49a. Web hosting: Restricting access via WebAuth                            5.06     100%       18
 Q47b. Web hosting availability (up-time)                                     5.04      98%       85
 Q32c. High-speed (gigabit) access to other universities                      5.03      93%       61


Undergraduates
 Question                                                                    Mean    Tot Pos   Count
 Q32a. Reliability of wired network                                           5.18      98%       51
 Q32c. High-speed (gigabit) access to other universities                      5.15      97%       34
 Q2b. ITS delivers promised services on a timely basis                        5.09      94%       66
 Q32b. Availability of wired network                                          5.08      96%       51
 Q2d. ITS provides services that are valuable to you                          5.05      96%       74
 Q2a. ITS keeps the IT systems it provides up and running                     5.04      91%       77
 Q33a. Stanford's network overall                                             5.03      94%       77
 Q3a. IT Services services overall                                            4.92      92%       76
 Q29b. Availability of wireless network on campus                             4.91      90%       80
 Q2c. ITS helps you use technology effectively                                4.91      92%       66

* Minimum number of responses is 30.



MOR Associates, Inc.
                                   Stanford Information Technology Services 2010 Client Survey • Overview | 7


Top Ten Areas of Dissatisfaction by Cohort
Sorted by Mean*
Faculty
Question                                                                          Mean    Tot Neg Count
Q41c. Using on-site Internet services when traveling internationally               4.05      31%      129
Q41d. Using Stanford's VPN (Virtual Private Network) service                       4.10      27%        73
Q26a. Stanford Calendar (Zimbra)                                                   4.14      24%        37
Q34c. Telecommunications billing system/statements                                 4.14      25%        56
Q23c. Webmail ease of use                                                          4.15      30%      142
Q23b. Webmail features                                                             4.16      31%      140
Q44a. BigFix                                                                       4.18      21%        77
Q29c. Wireless guest registration process                                          4.30      27%        92
Q46c. Stanford tools to securely store data and documents in a central location    4.32      22%        85
Q44b. Stanford's Security Self-Help Tool                                           4.32      17%        65


Graduate Students
Question                                                                          Mean    Tot Neg Count
Q29c. Wireless guest registration process                                          4.03      33%        73
Q30a. Wireless in the residences                                                   4.20      28%        97
Q44a. BigFix                                                                       4.22      22%        65
Q44b. Stanford's Security Self-Help Tool                                           4.27      17%        66
Q23b. Webmail features                                                             4.29      23%        91
Q23c. Webmail ease of use                                                          4.30      24%        92
Q26a. Stanford Calendar (Zimbra)                                                   4.35      25%        20
Q23a. Webmail speed                                                                4.46      20%        93
Q14d. Completed order timeliness for cable TV                                      4.49      16%        37
Q43a. Available selection of software                                              4.49      17%        92


Undergraduates
Question                                                                          Mean    Tot Neg Count
Q44b. Stanford's Security Self-Help Tool                                          3.71      35%        31
Q29c. Wireless guest registration process                                         3.93      39%        57
Q23c. Webmail ease of use                                                         3.94      29%        65
Q23b. Webmail features                                                            3.98      34%        65
Q44c. Sophos Anti-virus                                                           4.21      24%        38
Q43a. Available selection of software                                             4.26      24%        42
Q44d. Timeliness of security software updates                                     4.34      13%        32
Q23d. Webmail reliability                                                         4.35      16%        69
Q23a. Webmail speed                                                               4.37      22%        68
Q15c. Stanford Answers                                                            4.39      19%        31

* Minimum number of responses is 30.



                                                                                            MOR Associates, Inc.
8 | Overview • Stanford Information Technology Services 2010 Client Survey


Top Ten Areas of Satisfaction by Cohort
Sorted by Total Mean* - Continued
Administrative Staff
 Question                                                                    Mean     Tot Pos   Count
 Q32c. High-speed (gigabit) access to other universities                     5.39        97%       70
 Q32b. Availability of wired network                                         5.35        96%      123
 Q32a. Reliability of wired network                                          5.32        96%      126
 Q33a. Stanford's network overall                                            5.23        97%      149
 Q2a. ITS keeps the IT systems it provides up and running                    5.23        94%      160
 Q1a. IT Services "client-oriented" approach                                  5.11       95%      147
 Q47b. Web hosting availability (up-time)                                    5.09        96%      113
 Q44d. Timeliness of security software updates                               5.09        91%       82
 Q15b. HelpSU: for submitting help requests                                  5.07        95%      149
 Q43b. Ease of downloading and installing software                           5.06        90%      102




Top Ten Areas of Dissatisfaction by Cohort
Sorted by Total Mean - Continued
Administrative Staff
 Question                                                                     Mean    Tot Neg Count
 Q26a. Stanford Calendar (Zimbra)                                              4.17       24%      82
 Q29c. Wireless guest registration process                                     4.21       27%      75
 Q23b. Webmail features                                                        4.22       24%     145
 Q23c. Webmail ease of use                                                     4.35       22%     146
 Q34c. Telecommunications billing system/statements                            4.48       20%      46
 Q34b. Telecommunications problem resolution                                   4.58       14%      77
 Q44b. Stanford's Security Self-Help Tool                                      4.60       17%      42
 Q34a. Ordering telecommunications services                                    4.61       17%      66
 Q34d. Voicemail                                                               4.63       14%     127
 Q23d. Webmail reliability                                                     4.65       11%     140

* Minimum number of responses is 30.




MOR Associates, Inc.
                                        Stanford Information Technology Services 2010 Client Survey • Overview | 9


Counts of Clients Expressing Dissatisfaction for
Satisfaction Questions, Sorted by Total Dissatisfied
One method of interpreting the results of satisfaction questions and prioritizing possible improvement is to sort the
results into a matrix with two axes, satisfaction and importance. The illustration below elaborates on the the concept.

   HIGH

                     HIGH IMPORTANCE                     HIGH IMPORTANCE
                     LOW SATISFACTION                    HIGH SATISFACTION
                   • Prioritize for                    • Maintain excellence
                     immediate improvement             • Be on the lookout for
                                                         possible improvements




                     LOW IMPORTANCE                      LOW IMPORTANCE
                     LOW SATISFACTION                   HIGH SATISFACTION
Importance




                   • Not currently a priority          • Not a priority
                   • Consider eliminating              • Consider redeploying
                     or deemphasizing                    resources




   LOW         Satisfaction                                                      HIGH

Typically, when these matrices are used, it presupposes that for any given satisfaction question, a parallel question was
asked about the importance that respondents placed on the item being rated for satisfaction. This was not practical
for	this	survey,	given	its	length	and	breadth.	However,	in	lieu	of	a	question	asking	specifically	about	importance,	we	
can infer some meaure of importance by looking at the total number of respondents to each question. In this survey
the	number	of	responses	for	questions	asked	of	all	cohorts	ranged	from	a	low	of	9	(Central	web	hosting	databases	
for	Groups	and	Departments	(MySQL))	to	a	high	of	493	(ITS	keeps	the	IT	systems	it	provides	up	and	running).	The	
following tables quantify the number of people who registered dissatisfaction with each of the services or service
attributes that respondents were asked to rate for satisfaction. It is one way to get at the same type of information
provided by the matrix to think about what service improvements might have the most impact.




                                                                                                      MOR Associates, Inc.
10 | Overview • Stanford Information Technology Services 2010 Client Survey


Counts of All Clients Expressing Dissatisfaction for All
Satisfaction Questions, Sorted by Total Dissatisfied
 Question                                                                             Mean    Count of All Tot Neg   Total
                                                                                              Responses              Dissatisfied
 Q23b. Webmail features                                                                4.18          441      27%            121
 Q23c. Webmail ease of use                                                             4.22          445      26%            115
 Q29c. Wireless guest registration process                                             4.14          297      31%             91
 Q23a. Webmail speed                                                                   4.51          445      18%             78
 Q24a. Stanford email overall                                                          4.61          475      15%             72
 Q23d. Webmail reliability                                                             4.64          436      13%             56
 Q43a. Available selection of software                                                 4.60          360      14%             50
 Q12c. HelpSU: Turnaround time for resolving your problem                              4.75          388      13%             50
 Q29a. Signal strength/quality of wireless connection                                  4.83          418      12%             49
 Q41c. Using on-site Internet services when traveling internationally (e.g., hotel,    4.24          187      26%             49
 Internet cafe, aircard)
 Q41b. Using on-site Internet services when traveling within the United States         4.59          361      13%             47
 (e.g., hotel, Internet cafe, aircard)
 Q12a. HelpSU: Timeliness of initial response to your inquiry                          4.85          394      11%             44
 Q13a. Problem resolution overall                                                      4.87          434      10%             43
 Q44a. BigFix                                                                          4.31          219      20%             43
 Q44c. Sophos Anti-virus                                                               4.69          304      14%             43
 Q29b. Availability of wireless network on campus                                      4.86          409      10%             42
 Q34d. Voicemail                                                                       4.54          269      16%             42
 Q2c. ITS helps you use technology effectively                                         4.90          450       9%             40
 Q44b. Stanford's Security Self-Help Tool                                              4.27          204      20%             40
 Q30a. Wireless in the residences                                                      4.41          177      22%             39
 Q26a. Stanford Calendar (Zimbra)                                                      4.12          145      27%             39
 Q46d. Stanford tools to securely send and receive restricted data via email           4.64          302      13%             39
 Q11d. 5-HELP: Turnaround time for resolving your problem                              4.71          304      12%             37
 Q41d. Using Stanford's VPN (Virtual Private Network) service                          4.50          206      18%             37
 Q15a. IT Services website                                                             4.74          344      10%             36
 Q11b. 5-HELP: Timeliness of initial response to your inquiry                          4.78          306      11%             35
 Q3a. IT Services services overall                                                     5.03          493       7%             34
 Q11c. 5-HELP: Ability to solve problem                                                4.80          305      11%             34
 Q12b. HelpSU: Ability to solve problem                                                4.88          388       9%             34
 Q11a. 5-HELP: Ability to get through to a person                                      4.76          304      11%             33
 Q43b. Ease of downloading and installing software                                     4.91          364       9%             33
 Q43c. Helpfulness of Stanford-specific software installation/configuration            4.74          340      10%             33
 documentation
 Q46c. Stanford tools to securely store data and documents in a central location       4.70          290      11%             31
 Q34c. Telecommunications billing system/statements                                    4.41          165      18%             29
 Q15b. HelpSU: for submitting help requests                                            4.91          413       7%             29
 Q2b. ITS delivers promised services on a timely basis                                 5.07          459       6%             28




MOR Associates, Inc.
                                      Stanford Information Technology Services 2010 Client Survey • Overview | 11




Question                                                                       Mean    Count of All Tot Neg   Total
                                                                                       Responses              Dissatisfied
Q34a. Ordering telecommunications services                                      4.52          183      15%             28
Q14a. Completed order timeliness for voice services                             4.65          203      13%             27
Q34b. Telecommunications problem resolution                                     4.55          198      14%             27
Q2d. ITS provides services that are valuable to you                             5.05          478       5%             25
Q1a. IT Services "client-oriented" approach                                     5.03          422       6%             24
Q44d. Timeliness of security software updates                                   4.81          292       8%             23
Q2a. ITS keeps the IT systems it provides up and running                        5.23          493       4%             22
Q15c. Stanford Answers                                                          4.65          177      12%             22
Q46a. Stanford tools to securely access University systems and applications     4.88          392       6%             22
Q46b. Stanford tools to protect the information/data that resides on your       4.83          345       6%             22
desktop/laptop
Q33a. Stanford's network overall                                                5.12          476       4%             20
Q47a. Web hosting speed (page loading time)                                     4.89          362       6%             20
Q14b. Completed order timeliness for cell phones                                4.67          127      15%             19
Q14d. Completed order timeliness for cable TV                                   4.46           83      19%             16
Q21d. Ease of sharing files with others via AFS                                 4.39           71      23%             16
Q32a. Reliability of wired network                                              5.25          400       4%             16
Q47b. Web hosting availability (up-time)                                        4.99          361       4%             16
Q32b. Availability of wired network                                             5.26          396       4%             16
Q14c. Completed order timeliness for data center services                       4.71          104      13%             13
Q32c. High-speed (gigabit) access to other universities                         5.17          239       5%             13
Q21a. OpenAFS desktop tool for interacting with AFS storage and features        4.52           73      16%             12
Q21c. Ease of managing your web content in AFS                                  4.59           78      14%             11
Q47c. Web Forms Service (formbuilder.stanford.edu)                              4.77          135       8%             11
Q21e. AFS overall                                                               4.65           89      10%              9
Q49b. Web hosting: Ease of setup and maintenance of web pages                   4.84           74       9%              7
Q21b. WebAFS (aka Filedrawers) browser tool for interacting with AFS storage    4.49           47      13%              6
and features
Q49d. Web hosting: CGI (ability to run scripts and web applications)            4.69           32       9%              3
Q49e. Web hosting: Installer and upgrade tools for Drupal, WordPress, and       4.78           23      13%              3
MediaWiki (collaboration tools)
Q49f. Web hosting: Databases for groups and departments (MySQL)                 4.44            9      22%              2
Q49a. Web hosting: Restricting access via WebAuth                               5.18           66       0%              0




                                                                                                       MOR Associates, Inc.
12 | Overview • Stanford Information Technology Services 2010 Client Survey


Top Ten Counts of Individual Cohorts Expressing
Dissatisfaction for All Satisfaction Questions,
Sorted by Total Dissatisfied
Faculty
 Question                                                                             Mean    Count of All Tot Neg Total
                                                                                              Responses            Dissatisfied
 Q23b. Webmail features                                                                4.16           140       31%           43
 Q23c. Webmail ease of use                                                             4.15           142       30%           42
 Q41c. Using on-site Internet services when traveling internationally (e.g., hotel,    4.05           129       31%           40
 Internet cafe, aircard)
 Q41b. Using on-site Internet services when traveling within the United States         4.38           150       19%           28
 (e.g., hotel, Internet cafe, aircard)
 Q23a. Webmail speed                                                                   4.41           140       19%           26
 Q29c. Wireless guest registration process                                             4.30            92       27%           25
 Q13a. Problem resolution overall                                                      4.78           151       15%           23
 Q24a. Stanford email overall                                                          4.71           150       15%           22
 Q12a. HelpSU: Timeliness of initial response to your inquiry                          4.71           129       16%           21
 Q34d. Voicemail                                                                       4.43           108       19%           21




Graduate Students
 Question                                                                             Mean    Count of All   Tot Neg Total
                                                                                              Responses              Dissatisfied
 Q30a. Wireless in the residences                                                      4.20            97       28%           27
 Q29c. Wireless guest registration process                                             4.03            73       33%           24
 Q23c. Webmail ease of use                                                             4.30            92       24%           22
 Q23b. Webmail features                                                                4.29            91       23%           21
 Q23a. Webmail speed                                                                   4.46            93       20%           19
 Q29a. Signal strength/quality of wireless connection                                  4.64            99       17%           17
 Q43a. Available selection of software                                                 4.49            92       17%           16
 Q24a. Stanford email overall                                                          4.49            97       15%           15
 Q44a. BigFix                                                                          4.22            65       22%           14
 Q43b. Ease of downloading and installing software                                     4.82            92       13%           12




MOR Associates, Inc.
                                     Stanford Information Technology Services 2010 Client Survey • Overview | 13




Undergraduates
Question                                                                 Mean     Count of All Tot Neg Total
                                                                                  Responses            Dissatisfied
Q23b. Webmail features                                                     3.98           65      34%             22
Q29c. Wireless guest registration process                                  3.93           57      39%             22
Q23c. Webmail ease of use                                                  3.94           65      29%             19
Q23a. Webmail speed                                                        4.37           68      22%             15
Q24a. Stanford email overall                                               4.43           76      17%             13
Q30a. Wireless in the residences                                           4.68           80      15%             12
Q44b. Stanford's Security Self-Help Tool                                   3.71           31      35%             11
Q23d. Webmail reliability                                                  4.35           69      16%             11
Q43a. Available selection of software                                      4.26           42      24%             10
Q44c. Sophos Anti-virus                                                    4.21           38      24%              9




Staff
Question                                                                 Mean     Count of All Tot Neg   Total
                                                                                  Responses              Dissatisfied
Q23b. Webmail features                                                     4.22          145      24%             35
Q23c. Webmail ease of use                                                  4.35          146      22%             32
Q24a. Stanford email overall                                               4.66          152      14%             22
Q12c. HelpSU: Turnaround time for resolving your problem                   4.79          144      14%             20
Q26a. Stanford Calendar (Zimbra)                                           4.17           82      24%             20
Q29c. Wireless guest registration process                                  4.21           75      27%             20
Q23a. Webmail speed                                                        4.71          144      13%             18
Q34d. Voicemail                                                            4.63          127      14%             18
Q23d. Webmail reliability                                                  4.65          140      11%             16
Q12a. HelpSU: Timeliness of initial response to your inquiry               4.95          147      10%             15




                                                                                                  MOR Associates, Inc.
14 | Overview • Stanford Information Technology Services 2010 Client Survey


All Satisfaction Ratings Sorted from High to Low by Mean

 Question                                                                                   Mean    Tot    Tot Count
                                                                                                   Neg    Pos
 Q32b. Availability of wired network                                                        5.26    4%    96%    396
 Q32a. Reliability of wired network                                                         5.25   4%      96%   400
 Q2a. ITS keeps the IT systems it provides up and running                                   5.23   4%      96%   493
 Q49a. Web hosting: Restricting access via WebAuth                                          5.18   0%     100%    66
 Q32c. High-speed (gigabit) access to other universities                                    5.17   5%     95%    239
 Q33a. Stanford's network overall                                                           5.12   4%     96%    476
 Q2b. ITS delivers promised services on a timely basis                                      5.07   6%     94%    459
 Q2d. ITS provides services that are valuable to you                                        5.05    5%    95%    478
 Q3a. IT Services services overall                                                          5.03    7%    93%    493
 Q1a. IT Services "client-oriented" approach                                                5.03    6%    94%    422
 Q47b. Web hosting availability (up-time)                                                   4.99    4%    96%    361
 Q15b. HelpSU: for submitting help requests                                                 4.91    7%    93%    413
 Q43b. Ease of downloading and installing software                                          4.91    9%    91%    364
 Q2c. ITS helps you use technology effectively                                              4.90    9%    91%    450
 Q47a. Web hosting speed (page loading time)                                                4.89    6%    94%    362
 Q12b. HelpSU: Ability to solve problem                                                     4.88    9%    91%    388
 Q46a. Stanford tools to securely access University systems and applications                4.88    6%    94%    392
 Q13a. Problem resolution overall                                                           4.87   10%    90%    434
 Q29b. Availability of wireless network on campus                                           4.86   10%    90%    409
 Q12a. HelpSU: Timeliness of initial response to your inquiry                               4.85   11%    89%    394
 Q49b. Web hosting: Ease of setup and maintenance of web pages                              4.84    9%    91%     74
 Q46b. Stanford tools to protect the information/data that resides on your desktop/laptop   4.83    6%    94%    345
 Q29a. Signal strength/quality of wireless connection                                       4.83   12%    88%    418
 Q44d. Timeliness of security software updates                                              4.81    8%    92%    292
 Q49c. Web hosting: Ease of managing your web content in AFS                                4.80    8%    92%     66
 Q11c. 5-HELP: Ability to solve problem                                                     4.80   11%    89%    305
 Q49e. Web hosting: Installer and upgrade tools for Drupal, WordPress, and Medi-            4.78   13%    87%     23
 aWiki (collaboration tools)
 Q11b. 5-HELP: Timeliness of initial response to your inquiry                               4.78   11%    89%    306
 Q47c. Web Forms Service (formbuilder.stanford.edu)                                         4.77    8%    92%    135
 Q11a. 5-HELP: Ability to get through to a person                                           4.76   11%    89%    304
 Q12c. HelpSU: Turnaround time for resolving your problem                                   4.75   13%    87%    388
 Q43c. Helpfulness of Stanford-specific software installation/configuration docu-           4.74   10%    90%    340
 mentation
 Q15a. IT Services website                                                                  4.74   10%    90%    344
 Q11d. 5-HELP: Turnaround time for resolving your problem                                   4.71   12%    88%    304




MOR Associates, Inc.
                                 Stanford Information Technology Services 2010 Client Survey • Overview | 15




Question                                                                          Mean    Tot    Tot Count
                                                                                         Neg    Pos
Q14c. Completed order timeliness for data center services                         4.71   13%    88%    104
Q46c. Stanford tools to securely store data and documents in a central location   4.70   11%    89%    290
Q44c. Sophos Anti-virus                                                           4.69   14%    86%    304
Q49d. Web hosting: CGI (ability to run scripts and web applications)              4.69    9%    91%     32
Q14b. Completed order timeliness for cell phones                                  4.67   15%    85%    127
Q21e. AFS overall                                                                 4.65   10%    90%     89
Q15c. Stanford Answers                                                            4.65   12%    88%    177
Q14a. Completed order timeliness for voice services                               4.65   13%    87%    203
Q23d. Webmail reliability                                                         4.64   13%    87%    436
Q46d. Stanford tools to securely send and receive restricted data via email       4.64   13%    87%    302
Q24a. Stanford email overall                                                      4.61   15%    85%    475
Q43a. Available selection of software                                             4.60   14%    86%    360
Q41b. Using on-site Internet services when traveling within the United States     4.59   13%    87%    361
(e.g., hotel, Internet cafe, aircard)
Q21c. Ease of managing your web content in AFS                                    4.59   14%    86%        78
Q34b. Telecommunications problem resolution                                       4.55   14%    86%       198
Q34d. Voicemail                                                                   4.54   16%    84%       269
Q21a. OpenAFS desktop tool for interacting with AFS storage and features          4.52   16%    84%        73
Q34a. Ordering telecommunications services                                        4.52   15%    85%       183
Q23a. Webmail speed                                                               4.51   18%    82%       445
Q41d. Using Stanford's VPN (Virtual Private Network) service                      4.50   18%    82%       206
Q21b. WebAFS (aka Filedrawers) browser tool for interacting with AFS storage      4.49   13%    87%        47
and features
Q14d. Completed order timeliness for cable TV                                     4.46   19%    81%        83
Q49f. Web hosting: Databases for groups and departments (MySQL)                   4.44   22%    78%         9
Q30a. Wireless in the residences                                                  4.41   22%    78%       177
Q34c. Telecommunications billing system/statements                                4.41   18%    82%       165
Q21d. Ease of sharing files with others via AFS                                   4.39   23%    77%        71
Q44a. BigFix                                                                      4.31   20%    80%       219
Q44b. Stanford's Security Self-Help Tool                                          4.27   20%    80%       204
Q41c. Using on-site Internet services when traveling internationally              4.24   26%    74%       187
(e.g., hotel, Internet cafe, aircard)
Q23c. Webmail ease of use                                                         4.22   26%    74%       445
Q23b. Webmail features                                                            4.18   27%    73%       441
Q29c. Wireless guest registration process                                         4.14   31%    69%       297
Q26a. Stanford Calendar (Zimbra)                                                  4.12   27%    73%       145




                                                                                            MOR Associates, Inc.
16 | Overview • Stanford Information Technology Services 2010 Client Survey


Satisfaction Ratings History from 2003 to 2010
Statistically significant changes are highlighted in yellow.

 IT Services Overall
                                                                2003 2005      2006    2007    2008   2009   2010   Change
 Q1a. Client-oriented approach                                    ---    ---   4.61    4.81    4.92   4.88   5.03     0.15
 Q2a. Keep the IT systems up and running                          ---    ---   4.95    5.11    5.10   5.07   5.23     0.16
 Q2b. Delivers promised services on a timely basis                ---    ---   4.68    4.86    4.94   4.91   5.07     0.15
 Q2c. Helps you use technology effectively                        ---    ---   4.53    4.72    4.78   4.73   4.90     0.17
 Q2d. Provides services that are valuable to you                  ---    ---   4.67    4.92    4.97   4.92   5.05     0.13
 Q3a. IT Services services as a whole                           4.81    4.65   4.69    4.85    4.93   4.90   5.03     0.13


 5-HELP
                                                                2003 2005      2006    2007    2008   2009   2010   Change

 Q11a. 5-HELP: Ability to get through to a person               4.57    4.43   4.43    4.44    4.68   4.52   4.76     0.24
 Q11b. 5-HELP: Timeliness of initial response to your inquiry   4.54    4.45   4.49    4.46    4.71   4.48   4.78     0.30
 Q11c. 5-HELP: Ability to solve problem                         4.73    4.62   4.49    4.67    4.82   4.64   4.80     0.16
 Q11d. 5-HELP: Turnaround time for resolving your problem       4.45    4.41   4.40    4.42    4.72   4.51   4.71     0.20


 HelpSU
                                                                2003 2005      2006    2007    2008   2009   2010   Change
 Q12a. HelpSU: Timeliness of initial response to your inquiry     ---    ---     ---     ---   4.66   4.62   4.85     0.22
 Q12b. HelpSU: Ability to solve problem                         4.98    4.69   4.62    4.64    4.74   4.61   4.88     0.28
 Q12c. HelpSU: Turnaround time for resolving your problem       4.63    4.45   4.43    4.47    4.60   4.52   4.75     0.23


 Problem Resolution Overall
                                                                2003 2005      2006    2007    2008   2009   2010   Change
 Q13a. Problem resolution overall                               4.75    4.60   4.62    4.62    4.73   4.66   4.87     0.22


 Telecommunications Services
                                                                2003 2005      2006    2007    2008   2009   2010   Change
 Q34a. Ordering telecommunications services                       ---    ---     ---     ---   4.42   4.35   4.52     0.17
 Q34b. Telecommunications problem resolution                      ---    ---     ---     ---   4.40   4.35   4.55     0.20
 Q34c. Telephone billing system/statements                        ---   3.90   3.97    3.98    4.50   4.19   4.41     0.22
 Q34d. Voicemail                                                4.69    4.46   4.31    4.41    4.58   4.56   4.54     -0.02


 Webmail and Email
                                                                2003 2005      2006    2007    2008   2009   2010   Change
 Q23a. Webmail speed                                              ---    ---   4.09    4.20    4.20   4.21   4.51     0.30
 Q23b. Webmail features                                           ---    ---   3.91    3.97    3.84   4.12   4.18     0.06
 Q23c. Webmail ease of use                                        ---    ---   4.10    4.12    3.88   4.16   4.22     0.05
 Q23d. Webmail reliability                                        ---    ---   4.43    4.40    4.45   4.52   4.64     0.12
 Q24a. Stanford email overall                                     ---   4.84   4.60    4.62    4.53   4.49   4.61     0.12



MOR Associates, Inc.
                                      Stanford Information Technology Services 2010 Client Survey • Overview | 17




Network Services
                                                               2003 2005      2006    2007    2008   2009     2010     Change

Q29a. Wireless signal strength/quality of connection             ---   4.28   4.31    4.43    4.44   4.51     4.83        0.31
Q29b. Availability of wireless network on campus               4.12    4.11   4.24    4.39    4.48   4.61     4.86        0.25
Q29c. Wireless guest registration process                        ---   3.88   3.98    4.20    4.15   3.99     4.14        0.15
Q30a. Wireless networking in the residences                      ---   4.14   3.36    4.17    3.67   4.13     4.41        0.29
Q32a. Reliability of wired network                               ---    ---   4.98    5.01    5.04   5.04     5.25        0.21
Q32b. Availability of wired network                              ---    ---   4.92    5.02    5.05   5.06     5.26        0.21
Q32c. High-speed (gigabit) access to other universities          ---    ---   4.86    4.91    4.92   4.96     5.17        0.21
Q32a. Stanford network services overall                        4.92    4.74   4.77    4.94    4.91   4.95     5.12        0.16


Remote Access
                                                               2003 2005      2006    2007    2008   2009     2010     Change
Q41a. Using broadband service from another provider at           ---    ---   4.56    4.52    4.66   4.76     4.73        -0.03
home (e.g., Comcast, AT&T)
Q41b. Using on-site Internet services when traveling within      ---    ---   4.42    4.39    4.42   4.37     4.59        0.22
the United States (e.g., hotel, Internet cafe, aircard)
Q41c. Using on-site Internet services when traveling             ---    ---   4.09    3.92    4.12   4.04     4.24        0.20
internationally (e.g., hotel, Internet cafe, aircard)
Q41d. Using Stanford's VPN (Virtual Private Network)             ---    ---     ---     ---   4.53   4.51     4.50        -0.01
service


Essential Stanford Software
                                                               2003 2005      2006    2007    2008   2009     2010     Change
Q43a. ESS: Available selection of software                     5.03    4.52   4.62    4.48    4.40   4.41     4.60        0.19
Q43b. ESS: Ease of downloading and installing software           ---    ---   4.93    4.82    4.82   4.72     4.91        0.19
Q43c. ESS: Helpfulness of Stanford-specific software           4.72    4.37   4.69    4.61    4.64   4.61     4.74        0.13
installation/configuration documentation


Security Software
                                                               2003 2005      2006    2007    2008   2009     2010     Change
Q44a. BigFix                                                     ---    ---   4.39    4.26    4.09   4.16     4.31        0.15
Q44b. Stanford’s Security Self-Help Tool                         ---    ---   4.40    4.34    4.22   4.22     4.27        0.05
Q44c. Sophos Antivirus (introduced in 2009 survey,               ---    ---   4.90    4.94    4.79   4.32     4.69        0.37
comparisons prior to 2009 are to Symantec/Norton Anti-Virus)
Q44d. Timeliness of security software updates                    ---   4.65   4.74    4.91    4.77   4.64     4.81        0.17


Web Resources for Computing
                                                               2003 2005      2006    2007    2008   2009     2010     Change
Q15a. ITS Services web site                                      ---    ---   4.48    4.61    4.81   4.57     4.74        0.17
Q15b. HelpSU web site                                            ---    ---   4.74    4.66    4.77   4.73     4.91        0.19
Q15c. Stanford Answers Self-Help Site                            ---    ---   4.55    4.45    4.63   4.50     4.65        0.15



                                                                                                            MOR Associates, Inc.
18 | Overview • Stanford Information Technology Services 2010 Client Survey


 Timeliness of Completed Orders
                                                              2003 2005     2006    2007    2008    2009   2010   Change
 Q14a. Completed order timeliness for voice services            ---   ---     ---     ---     ---   4.50   4.65     0.15
 Q14b. Completed order timeliness for cell phones               ---   ---     ---     ---           4.41   4.67     0.26
 Q14c. Completed order timeliness for data center services      ---   ---     ---     ---           4.48   4.71     0.23
 Q14d. Completed order timeliness for cable TV                  ---   ---     ---     ---           4.45   4.46     0.00


 Central Web Hosting Services (All Respondents)
                                                              2003 2005     2006    2007    2008    2009   2010   Change
 Q47a. Web hosting speed (page loading time)                    ---   ---     ---     ---   4.84    4.68   4.89     0.21
 Q47b. Web hosting availability (up-time)                       ---   ---     ---     ---   5.00    4.87   4.99     0.12


 Central Web Hosting Service (Hosting Respondents)*
                                                              2003 2005     2006    2007    2008    2009   2010   Change
 Q49a. Web hosting: Restricting access via WebAuth              ---   ---     ---     ---   5.03    4.72   5.18     0.46
 Q49b. Web hosting: Ease of setup and maintenance of web        ---   ---     ---     ---   4.62    4.43   4.84     0.41
 pages
 Q49d. Web hosting: CGI (ability to run scripts and web         ---   ---     ---     ---   4.63    4.35   4.69     0.33
 applications)
 Q49f. Web hosting: Databases for Groups and                    ---   ---     ---     ---   4.55    4.06   4.44     0.39
 Departments (MySQL)


 Stanford Tools to Protect Data
                                                              2003 2005     2006    2007    2008    2009   2010   Change
 Q46a. Stanford tools to securely access University systems     ---   ---     ---     ---     ---   4.88   4.88     0.00
 and applications
 Q46b. Stanford tools to protect the information/data that      ---   ---     ---     ---     ---   4.71   4.83     0.12
 resides on your desktop/laptop
 Q46c. Stanford tools to securely store data and documents      ---   ---     ---     ---     ---   4.50   4.70     0.20
 in a central location
 Q46d. Stanford tools to securely send and receive              ---   ---     ---     ---     ---   4.63   4.64     0.00
 restricted data via email


* A routing question was introduced in this year’s survey asking respondents to confirm that they hosted a site
through	Stanford’s	central	web	hosting	service.	Only	those	who	confirmed	saw	Questions	49a	through	49f,	which	
asked directly about hosting a site through Stanford’s central web hosting service.




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Overview | 19




             Deliberately blank




                                                          MOR Associates, Inc.
20 | Overview • Stanford Information Technology Services 2010 Client Survey


2009 to 2010 Satisfaction Ratings Changes by Cohort
The following table seeks to highlight notable changes in ratings for individual cohorts. A threshold of 30 responses
was used to determine whether or not a change was included.
Positive changes greater than or equal to 0.4 are highlighted in blue.
Negative changes greater than or equal to 0.4 are highlighted in yellow.

 Question                                                                  Mean   All     F       G       U        A
 Q1a. IT Services "client-oriented" approach                               5.03   0.15   0.39   -0.14    -0.10   0.11
 Q2a. ITS keeps the IT systems it provides up and running                  5.23   0.16   0.31   -0.01    0.17    0.09
 Q2b. ITS delivers promised services on a timely basis                     5.07   0.15   0.29    0.07    0.14    0.06
 Q2c. ITS helps you use technology effectively                             4.90   0.17   0.33   -0.04    0.12    0.15
 Q2d. ITS provides services that are valuable to you                       5.05   0.13   0.21    0.11    0.02    0.13
 Q3a. IT Services services overall                                         5.03   0.13   0.34    0.12    -0.02   -0.01
 Q11a. 5-HELP: Ability to get through to a person                          4.76   0.24   0.37   -0.02            0.25
 Q11b. 5-HELP: Timeliness of initial response to your inquiry              4.78   0.30   0.52    0.00            0.23
 Q11c. 5-HELP: Ability to solve problem                                    4.80   0.16   0.36   -0.15            0.14
 Q11d. 5-HELP: Turnaround time for resolving your problem                  4.71   0.20   0.38   -0.23            0.22
 Q12a. HelpSU: Timeliness of initial response to your inquiry              4.85   0.22   0.34    0.03    0.22    0.16
 Q12b. HelpSU: Ability to solve problem                                    4.88   0.28   0.49    0.08    0.14    0.17
 Q12c. HelpSU: Turnaround time for resolving your problem                  4.75   0.23   0.40    0.09    0.14    0.13
 Q13a. Problem resolution overall                                          4.87   0.22   0.36    0.01    0.05    0.20
 Q14a. Completed order timeliness for voice services                       4.65   0.15   0.22                    0.08
 Q14b. Completed order timeliness for cell phones                          4.67   0.26   0.14                    0.47
 Q14c. Completed order timeliness for data center services                 4.71   0.23                           0.28
 Q14d. Completed order timeliness for cable TV                             4.46   0.00          -0.45
 Q15a. IT Services website                                                 4.74   0.17   0.24   -0.15    -0.07   0.38
 Q15b. HelpSU: for submitting help requests                                4.91   0.19   0.25    0.07    0.01    0.21
 Q15c. Stanford Answers                                                    4.65   0.15   0.56   -0.43    -0.06   0.06
 Q23a. Webmail speed                                                       4.51   0.30   0.55    0.07    0.15    0.24
 Q23b. Webmail features                                                    4.18   0.06   0.34    0.14    -0.18   -0.16
 Q23c. Webmail ease of use                                                 4.22   0.05   0.35    0.13    -0.31   -0.12
 Q23d. Webmail reliability                                                 4.64   0.12   0.31    0.16    -0.10   -0.02
 Q24a. Stanford email overall                                              4.61   0.12   0.31    0.07    0.04    -0.01
 Q29a. Signal strength/quality of wireless connection                      4.83   0.31   0.43    0.00    0.39    0.36
 Q29b. Availability of wireless network on campus                          4.86   0.25   0.31    0.10    0.22    0.33
 Q29c. Wireless guest registration process                                 4.14   0.15   0.12    0.31    0.28    -0.05
 Q30a. Wireless in the residences                                          4.41   0.29           0.11    0.52
 Q32a. Reliability of wired network                                        5.25   0.21   0.25    0.03    0.31    0.20
 Q32b. Availability of wired network                                       5.26   0.21   0.27    0.10    0.25    0.14
 Q32c. High-speed (gigabit) access to other universities                   5.17   0.21   0.14   -0.10    0.52    0.28
 Q33a. Stanford's network overall                                          5.12   0.16   0.21    0.10    0.11    0.18




MOR Associates, Inc.
                                        Stanford Information Technology Services 2010 Client Survey • Overview | 21




Question                                                                      Mean    All     F       G         U       A
Q34a. Ordering telecommunications services                                    4.52   0.17    0.37    -0.44             0.16
Q34b. Telecommunications problem resolution                                   4.55   0.20    0.43    0.01              0.11
Q34c. Telecommunications billing system/statements                            4.41   0.22    0.34    -0.42             0.44
Q34d. Voicemail                                                               4.54   -0.02   0.12                      -0.21
Q41a. Using broadband service from another provider at home (e.g.,            4.73   -0.03   -0.12   0.02     0.25     -0.07
Comcast, AT&T)
Q41b. Using on-site Internet services when traveling within the United        4.59   0.22    0.21    0.11     0.19     0.14
States (e.g., hotel, Internet cafe, aircard)
Q41c. Using on-site Internet services when traveling internationally (e.g.,   4.24   0.20    0.14                      0.26
hotel, Internet cafe, aircard)
Q41d. Using Stanford's VPN (Virtual Private Network) service                  4.50   -0.01   -0.39   -0.06             0.05
Q43a. Available selection of software                                         4.60   0.19    0.38    0.29     -0.32    0.10
Q43b. Ease of downloading and installing software                             4.91   0.19    0.39    -0.06    0.06     0.09
Q43c. Helpfulness of Stanford-specific software installation/configuration    4.74   0.13    0.28    0.04     -0.15    0.09
documentation
Q44a. BigFix                                                                  4.31   0.15    0.31    0.19              0.25
Q44b. Stanford's Security Self-Help Tool                                      4.27   0.05    0.44    0.17     -0.64    -0.12
Q44c. Sophos Anti-virus                                                       4.69   0.37    0.57    0.42     -0.33    0.45
Q44d. Timeliness of security software updates                                 4.81   0.17    0.35    0.10     -0.20    0.12
Q46a. Stanford tools to securely access University systems and applica-       4.88   0.00    0.06    0.03     -0.30    0.07
tions
Q46b. Stanford tools to protect the information/data that resides on your     4.83   0.12    0.09    0.31     -0.06    0.15
desktop/laptop
Q46c. Stanford tools to securely store data and documents in a central        4.70   0.20    0.44    0.14     -0.25    0.27
location
Q46d. Stanford tools to securely send and receive restricted data via email   4.64   0.00    0.16    -0.03    -0.33    0.04
Q47a. Web hosting speed (page loading time)                                   4.89   0.21    0.11    0.27     0.22     0.30
Q47b. Web hosting availability (up-time)                                      4.99   0.12    0.07    0.07     -0.06    0.30
Q49a. Web hosting: Restricting access via WebAuth                             5.18   0.46
Q49b. Web hosting: Ease of setup and maintenance of web pages                 4.84   0.41
Q49d. Web hosting: CGI (ability to run scripts and web applications)          4.69   0.33
Q49f. Web hosting: Databases for groups and departments (MySQL)               4.44   0.39
Averages                                                                      4.73   0.18    0.29    0.03     0.03     0.15




                                                                                                          MOR Associates, Inc.
22 | Overview • Stanford Information Technology Services 2010 Client Survey


Text Comment Analyses
The survey included a selection of general questions designed to provide respondents the opportunity to provide free-
form comments. Results from three of those questions were categorized and charted. The n was based on the number
of respondents who entered ahny comment at all. In some instances, respondents commented on more than one
category and thus a single individual may appear in more than one category.


                        Q59. What are the two or three most important services
                                  IT Services provides you?, n=265

 100%



  80%



  60%



  40%



  20%



   0%
                                  Back-
                        Internet/ ups/
                                                Soft-                      Calen- Remote
           Email Support Web Recov- Phone               Storage Security                 Hosting Other
                                                ware                        dar   Access
                         Access ery/
                                 Security
     All   38%    36%     33%    10%     7%      6%       6%      5%        5%     4%     3%     23%




MOR Associates, Inc.
                                       Stanford Information Technology Services 2010 Client Survey • Overview | 23


                          Q58. What is one thing IT Services could do that would
                             make it easier for you to work or study?, n=220

100%



80%



60%



40%



20%



 0%
                    Better
                                               More           Mobile
                     web                                                       Calen-
          Email            Wireless           respon- Backup device Training,
                   access,          Software                                   daring Personal
           up-             improve-          sive cus- and    support inform-                         Other
                    better          support                                   improve- attention
         grades             ments              tomer storage and inte- ation
                   remote                                                      ments
                                              service         gration
                   access
   All    14%       12%      10%        9%         8%   8%        7%        7%     7%          4%     30%




                  Q7. What is one thing IT Services could do that would make it easier
                       for you to do your research computing on campus?, n=69

100%



80%



60%



40%



20%



 0%
             More
          responsive      Remote
                                        Backup and                 Improved        Training,
             and          access,                  Reduced cost                                     Other
                                          storage                   software     information
         personalized   connectivity
             help
   All      26%             22%              19%        13%            9%           7%              13%




                                                                                                            MOR Associates, Inc.
24 | Overview • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Reading the Charts | 25




      Reading the Charts




                                                                    MOR Associates, Inc.
26 | Reading the Charts • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
                          Stanford Information Technology Services 2010 Client Survey • Reading the Charts | 27


Reading the Charts
Throughout this report there are charts that show the percent responding for a given point in the scales depicted
below. The diagram below illustrates the structure of these charts.




      Satisfaction with Security Software Elements                                           Mean    N
                                                                   8    92
      Q44d. Timeliness of security
                                                                                             4.81   292
      software updates

                                        F
                                        G
                                        U
                                        A
                                                                  14    86

      Q44c. Sophos Anti-virus                                                                4.69   304


                                        F                  25%                    100%
                                        G
                                        U
                                        A
                                                                  20    80

      Q44a. BigFix                                                                           4.31   219


                                        F
                                        G
                                        U
                                        A
                                                                  20    80
      Q44b. Stanford's Security Self-
                                                                                             4.27   204
      Help Tool

                                        F
                                        G
                                        U
                                        A




                                                   All charts for the scales shown above
Approximately 10% of the questions, rep-          feature a dotted line that indicates the     The total percents on
resenting the most significant differences          midpoint of all possible responses.        either side of the mid-
between cohorts within the community                                                           point are represented
feature a breakout by cohort, in this case it’s                                                as whole numbers.
Faculty, Graduate students, Undergraduates
and Administrative Staff

                                                                                                    MOR Associates, Inc.
28 | Reading the Charts • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
 Stanford Information Technology Services 2010 Client Survey • Service Attributes | 29




    Customer Service
and Service Attributes




                                                                    MOR Associates, Inc.
30 | Service Attributes • Stanford Information Technology Services 2010 Client Survey




Satisfaction with IT Services "Client-Oriented" Approach                                    Mean      N
                                                             6    94
Q1a. IT Services "client-oriented"
                                                                                             5.03   422
approach




Satisfaction with IT Services Customer Service Attributes                                   Mean      N
                                                             4    96
Q2a. ITS keeps the IT systems it
                                                                                             5.23   493
provides up and running

                                                             6    94
Q2b. ITS delivers promised
                                                                                             5.07   459
services on a timely basis

                                                             5    95
Q2d. ITS provides services that
                                                                                             5.05   478
are valuable to you

                                                             9    91
Q2c. ITS helps you use
                                                                                             4.90   450
technology effectively




Satisfaction with IT Services Overall                                                       Mean      N
                                                             7    93

Q3a. IT Services services overall                                                            5.03   493




                 58. What is one thing IT Services could do that would make it easier for you to work or study?

    See          59. What are the two or three most important services IT Services provides you?
  Appendix
                 60. What is one thing IT Services could do to improve the way it communicates about its
     A           services?

                 61. Anything else?


MOR Associates, Inc.
                        Stanford Information Technology Services 2010 Client Survey • Service Attributes | 31


Q1a    IT Services "client-oriented" approach
         Mean      VD      D     SD     SS        S      VS Count Std. Dev. 95% CI+-
All       5.03     1%     2%     3%    14%      47%     33%   422      0.96     0.09
F         5.07     1%     2%     5%    12%      42%     38%   142      1.00     0.16
G         4.99     0%     0%     1%    17%      63%     18%    76      0.64     0.14
U         4.77     2%     4%     2%    19%      56%     18%    57      1.00     0.26
A         5.11     2%     1%     2%    14%      40%     41%   147      1.03     0.17



Q2a    ITS keeps the IT systems it provides up and running
         Mean      VD      D     SD     SS        S      VS Count Std. Dev. 95% CI+-
All       5.23     1%     0%     3%     8%      45%     42%   493      0.89     0.08
F         5.33     1%     0%     3%     7%      42%     48%   156      0.81     0.13
G         5.22     0%     0%     1%    11%      53%     35%   100      0.68     0.13
U         5.04     0%     1%     8%     9%      49%     32%    77      0.92     0.21
A         5.23     3%     0%     3%     6%      43%     46%   160      1.04     0.16



Q2b    ITS delivers promised services on a timely basis
         Mean      VD      D     SD     SS        S      VS Count Std. Dev. 95% CI+-
All       5.07     1%     0%     4%    13%      46%     35%   459      0.95     0.09
F         5.04     1%     1%     5%    13%      47%     34%   148      0.97     0.16
G         5.16     0%     0%     1%    13%      54%     32%    92      0.68     0.14
U         5.09     0%     0%     6%    11%      52%     32%    66      0.82     0.20
A         5.03     3%     1%     5%    14%      39%     39%   153      1.11     0.18



Q2c    ITS helps you use technology effectively
         Mean      VD      D     SD     SS        S      VS Count Std. Dev. 95% CI+-
All       4.90     1%     3%     5%    16%      47%     28%   450      1.03     0.10
F         4.81     1%     4%     8%    14%      44%     29%   143      1.14     0.19
G         4.93     0%     1%     3%    22%      47%     26%    89      0.85     0.18
U         4.91     0%     2%     6%    18%      48%     26%    66      0.91     0.22
A         4.96     2%     3%     3%    12%      49%     31%   152      1.07     0.17



Q2d    ITS provides services that are valuable to you
         Mean      VD      D     SD     SS        S      VS Count Std. Dev. 95% CI+-
All       5.05     1%     2%     3%    13%      50%     32%   478      0.91     0.08
F         5.03     0%     4%     4%    10%      49%     33%   151      0.98     0.16
G         5.08     0%     0%     1%    17%      55%     27%    96      0.69     0.14
U         5.05     0%     0%     4%    14%      55%     27%    74      0.76     0.17
A         5.06     2%     3%     1%    12%      46%     36%   157      1.03     0.16



Q3a    IT Services services overall
         Mean      VD      D     SD     SS        S    VS Count Std. Dev. 95% CI+-
All       5.03     1%     1%     5%    12%      50%   32%   493      0.94     0.08
F         5.04     0%     3%     6%    10%      47%   35%   159      0.98     0.15
G         5.14     0%     0%     2%    12%      56%   30%    99      0.70     0.14
U         4.92     0%     1%     7%    12%      59%   21%    76      0.84     0.19
A         5.01     3%     0%     4%    13%      45%   35%   159      1.08     0.17



Q11a   5-HELP: Ability to get through to a person
         Mean     VD       D     SD     SS        S    VS Count Std. Dev. 95% CI+-
All       4.76    2%      4%     5%    21%      42%   27%   304      1.15     0.13
F         4.64    3%      8%     3%    14%      49%   22%   118      1.27     0.23         MOR Associates, Inc.
G         4.61    0%      2%     9%    32%      39%   18%    44      0.97     0.29
U         4.00   13%      0%     7%    33%      47%    0%    15      1.36     0.69
A         5.01    1%      1%     5%    21%      35%   37%   127      0.99     0.17
32 | Service Attributes • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Research Computing and IT Services Priorities | 33




                      Research Computing
                           and IT Services
                                Priorities




                                                                                              MOR Associates, Inc.
       34 | Research Computing and IT Services Priorities • Stanford Information Technology Services 2010 Client Survey


                     Would you use IT Services' Forsythe Data Center to host your research
        Q4           computing hardware if the costs were comparable to hosting it locally in
                     your School or lab?
                                               Don't
                                      currently host
                      Already host         research
                            with IT      computing
                          Services        hardware           Yes             No         Count
        F                       2%              56%          19%            24%           167



                 If you host or maintain a Stanford web site, which of the following is your
        Q48
                 primary hosting provider? Faculty Who Either Host Research Computing with IT
                        Q5. Percent of All
                                                       An 0ff- I If not host
                      Stanford's and/or Would be Willing todo Costs Were Comparable to Local
                        Services
                     central web                     campus or for Specified Services, n=34
                                          Local Would Pay a Feemaintain a
                               Hosting...Who
                         hosting   department         hosting Stanford web
         100%           services     resources       provider             site         Count
          All                23%           16%             1%            60%              462
          or
our SchoolF lab?             28%           28%             1%            43%              142
           80%
          G                  28%           14%             1%            57%               95
          U                  15%            0%             1%            84%               75
          A60%               19%           15%             1%            66%              150

        40%

        20%

            0%
                                                                                         Cluster
                                                                   Local Cloud       Management:           Local Cloud
                                                  Server
                                                                Storage: pay for        includes        Computing: pay for
                                              management:
                      Willing to use at                           storage used        provisioning,      cycles (similar to
                                            includes operating
                     least one service                         (similar to Amazon     deployment,        Amazon Elastic
                                           system support and
                                                                Simple Storage -     monitoring, and     Compute Cloud -
                                             security patching
                                                                       S3)          operating system           EC2)
                                                                                    security patching
                 F          65%                   41%                 32%                 26%                  24%




           See              6. Why wouldn’t central hosting be attractive?
         Appendix
                            7. What is one thing IT Services could do that would make it easier for you to do your
            A               research computing on campus?


       MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Research Computing and IT Services Priorities | 35




                                               Deliberately blank




                                                                                              MOR Associates, Inc.
36 | Research Computing and IT Services Priorities • Stanford Information Technology Services 2010 Client Survey




Likelihood of Using Specified Services                                                              N
                                                           23    77
Q8a. Central data storage that
allows you to access and store                                                                     478
electronic files on or off campus
                                                           36    64
Q8c. Central long-term archiving
                                                                                                   453
for fileshares

                                                           35    65

Q8g. Virtual desktop support                                                                       446

Q8b. Central data storage with                             38    62
additional file-sharing features
                                                                                                   454
such as version tracking, check
in/check out of files, file
                                                           40    60
Q8f. Web site design and
                                                                                                   480
development services

                                                           44    56
Q8d. A full-featured tool for
                                                                                                   469
conducting web surveys

Q8e. Support for departmental                              51    49
Linux desktops/laptops and/or
servers (e.g., setup,
                                                                                                   448
configuration, network access,
proactive security measures, and
troubleshooting)



Likelihood of Backing Up to a Central Server Instead of One's Computer                              N
                                                           17    83
Q18a. Central server backup
                                                                                                   466
likelihood

For People Whose Primary Hosting Provider Was a Local Department
Resource, Likelihood of Using Stanford'sCentral Web Hosting If It Had
the Same Features and Advantages of Local Department Resources                                      N
Q52a. Likelihood of using                                  30    70
Stanford's central web hosting if
                                                                                                    52
it was comparable to local
department resources




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Research Computing and IT Services Priorities | 37


        Central data storage that allows you to access and store electronic files
Q8a
        on or off campus
                                        Neither
             Highly                  Likely Nor                    Highly
            Unlikely     Unlikely      Unlikely       Likely       Likely Count
All              6%          12%           12%          31%          40%    478
F               10%          13%           13%          27%          37%    164
G                2%           6%            9%          35%          48%    100
U                4%          17%           15%          33%          31%     78
A                4%          13%           10%          32%          42%    136



        Central data storage with additional file-sharing features such as version
Q8b     tracking, check in/check out of files, file searching, and workflow
        management
                                        Neither
             Highly                  Likely Nor                    Highly
            Unlikely     Unlikely      Unlikely       Likely       Likely Count
All              8%          20%           20%          28%          24%    454
F               10%          21%           18%          30%          21%    157
G                6%          11%           19%          33%          31%     94
U                9%          26%           20%          28%          16%     74
A                7%          23%           22%          22%          26%    129



Q8c     Central long-term archiving for fileshares
                                        Neither
             Highly                  Likely Nor                    Highly
            Unlikely     Unlikely      Unlikely       Likely       Likely Count
All              7%          19%           18%          28%          27%    453
F               10%          16%           11%          32%          31%    157
G                4%          15%           20%          37%          24%     95
U                8%          27%           23%          24%          18%     74
A                6%          23%           22%          19%          31%    127



Q8d     A full-featured tool for conducting web surveys
                                        Neither
             Highly                  Likely Nor                    Highly
            Unlikely     Unlikely      Unlikely       Likely       Likely Count
All             12%          21%           22%          25%          20%    469
F               17%          18%           23%          20%          22%    157
G               12%          26%           23%          25%          14%     97
U                6%          13%           32%          33%          15%     78
A                9%          26%           16%          25%          25%    137


        Support for departmental Linux desktops/laptops and/or servers (e.g.,
Q8e     setup, configuration, network access, proactive security measures, and
        troubleshooting)
                                       Neither
              Highly                Likely Nor                    Highly
            Unlikely      Unlikely     Unlikely       Likely      Likely Count
All             17%           25%          18%          20%         21%      448
F               21%           27%          13%          20%         19%      151
G                8%           27%          17%          25%         24%       93
U               19%           27%          30%          14%         10%       73
A               18%           21%          16%          19%         27%      131


                                                                                              MOR Associates, Inc.
Q8f     Web site design and development services
                                        Neither
              Highly                 Likely Nor                    Highly
 G                   8%        27%           17%             25%         24%      93
 U                  19%        27%           30%             14%         10%      73
38
 A    |   Research Computing and IT Services Priorities
                    18%        21%           16%          • Stanford Information Technology Services 2010 Client Survey
                                                             19%         27%     131



Q8f          Web site design and development services
                                            Neither
                  Highly                 Likely Nor                   Highly
                 Unlikely     Unlikely     Unlikely       Likely      Likely Count
All                   9%          22%          20%          29%         21%    480
F                     5%          19%          17%          38%         21%    165
G                     8%          22%          22%          26%         21%     95
U                     6%          23%          28%          25%         17%     81
A                    14%          24%          17%          22%         22%    139



Q8g          Virtual desktop support
                                            Neither
                  Highly                 Likely Nor                   Highly
                 Unlikely     Unlikely     Unlikely       Likely      Likely Count
All                   7%          17%          21%          31%         23%    446
F                     6%          20%          17%          32%         24%    143
G                     7%          19%          31%          31%         12%     90
U                     9%          21%          27%          31%         12%     75
A                     8%          12%          16%          29%         36%    138



Q18a         Central server backup likelihood
                                            Neither
                  Highly                 Likely Nor                   Highly
                 Unlikely     Unlikely     Unlikely       Likely      Likely Count
All                   4%           8%          13%          34%         42%    466
F                     5%           6%          10%          37%         43%    153
G                     4%           8%           7%          38%         42%     99
U                     4%          15%          23%          30%         29%     80
A                     2%           4%          14%          31%         49%    134




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Research Computing and IT Services Priorities | 39


               Q9. Percent of All Respondents Using Social Networking Applications, n=521

 100%

    80%

    60%

    40%

    20%

      0%
              Uses a
                                                                                             Other social
              social
                                                                                             networking
            networking     Facebook     LinkedIn      Twitter   MySpace   Ning       Jive
                                                                                             applications
            application
                                                                                                used
               at all
       F       50%           36%            25%         5%        1%      3%         0%          5%
       G       90%           89%            38%         14%      11%      2%         0%          5%
       U       94%           93%            18%         13%       5%      4%         1%          1%
       A       73%           63%            38%         17%       3%      2%         0%          5%




           If Stanford had a Stanford-only social
Q10        networking application (available to just fac-
           ulty, students, and staff), would you use it?
                       Yes              No        Count
All                   48%              52%           518
F                     28%              72%           166
G                     48%              52%           102
U                     67%              33%             84
A                     57%              43%           166



           Do you use a calendar tool to plan and
Q25 Seeschedule your Stanford meetings and
       work?
 Appendix 9. Other social networking applications used.
                 Yes            No         Count
All  A          57%            43%           517
F                    55%              45%            168
G                    46%              54%            102
U                    42%              58%             83                                      MOR Associates, Inc.
A                    74%              26%            164
40 | Research Computing and IT Services Priorities • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • General Support | 41




              General Support




                                                                 MOR Associates, Inc.
42 | General Support • Stanford Information Technology Services 2010 Client Survey




Satisfaction with Aspects of 5-HELP                                                  Mean   N
                                                        11   89
Q11c. 5-HELP: Ability to solve
                                                                                     4.80   305
problem

                                                        11   89
Q11b. 5-HELP: Timeliness of
                                                                                     4.78   306
initial response to your inquiry

                                                        11   89
Q11a. 5-HELP: Ability to get
                                                                                     4.76   304
through to a person

                                                        12   88
Q11d. 5-HELP: Turnaround time
                                                                                     4.71   304
for resolving your problem




Satisfaction with Aspects of HelpSU                                                  Mean   N
                                                         9   91
Q12b. HelpSU: Ability to solve
                                                                                     4.88   388
problem

                                                        11   89
Q12a. HelpSU: Timeliness of
                                                                                     4.85   394
initial response to your inquiry

                                                        13   87
Q12c. HelpSU: Turnaround time
                                                                                     4.75   388
for resolving your problem




Satisfaction with Problem Resolution Overall                                         Mean   N
                                                        10   90

Q13a. Problem resolution overall                                                     4.87   434




MOR Associates, Inc.
G         5.14     0%    0%     2% 12% 56% 30%             99        0.70       0.14
U         4.92     0%    1%     7% 12% 59% 21%             76        0.84       0.19
A         5.01     3%    Stanford Information Technology Services
                         0%     4% 13% 45% 35%            159       2010 Client 0.17
                                                                     1.08       Survey   • General Support | 43


Q11a   5-HELP: Ability to get through to a person
         Mean     VD       D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.76    2%      4%     5%    21%    42%    27%   304      1.15     0.13
F         4.64    3%      8%     3%    14%    49%    22%   118      1.27     0.23
G         4.61    0%      2%     9%    32%    39%    18%    44      0.97     0.29
U         4.00   13%      0%     7%    33%    47%     0%    15      1.36     0.69
A         5.01    1%      1%     5%    21%    35%    37%   127      0.99     0.17



Q11b   5-HELP: Timeliness of initial response to your inquiry
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.78     2%     4%     5%    19%    41%    28%   306      1.16     0.13
F         4.68     3%     8%     6%    13%    47%    25%   120      1.26     0.23
G         4.73     2%     2%     2%    29%    42%    22%    45      1.05     0.31
U         4.07     7%     7%     7%    33%    47%     0%    15      1.22     0.62
A         4.98     1%     2%     6%    21%    34%    37%   126      1.04     0.18



Q11c   5-HELP: Ability to solve problem
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.80     1%     4%     6%    21%    39%    29%   305      1.11     0.13
F         4.82     2%     3%     8%    14%    45%    29%   119      1.13     0.20
G         4.78     0%     4%     4%    24%    43%    24%    46      1.01     0.29
U         3.93     7%     7%    13%    33%    40%     0%    15      1.22     0.62
A         4.88     1%     3%     5%    24%    33%    34%   125      1.09     0.19



Q11d   5-HELP: Turnaround time for resolving your problem
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.71     2%     3%     7%    22%    39%    26%   304      1.15     0.13
F         4.66     3%     6%     8%    16%    44%    24%   120      1.23     0.22
G         4.64     2%     2%     7%    30%    36%    23%    44      1.12     0.33
U         4.07     7%     0%    20%    27%    47%     0%    15      1.16     0.59
A         4.87     2%     2%     4%    26%    35%    32%   125      1.06     0.19




                                                                                               MOR Associates, Inc.
                                                        12   88
44 | General Support • Stanford Information Technology Services 2010 Client Survey
Q11d. 5-HELP: Turnaround time
                                                                                     4.71   304
for resolving your problem




Satisfaction with Aspects of HelpSU                                                  Mean   N
                                                         9   91
Q12b. HelpSU: Ability to solve
                                                                                     4.88   388
problem

                                                        11   89
Q12a. HelpSU: Timeliness of
                                                                                     4.85   394
initial response to your inquiry

                                                        13   87
Q12c. HelpSU: Turnaround time
                                                                                     4.75   388
for resolving your problem




Satisfaction with Problem Resolution Overall                                         Mean   N
                                                        10   90

Q13a. Problem resolution overall                                                     4.87   434




MOR Associates, Inc.
                         Stanford Information Technology Services 2010 Client Survey • General Support | 45


Q12a   HelpSU: Timeliness of initial response to your inquiry
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.85     2%     3%     7%    19%    39%    31%   394      1.11     0.11
F         4.71     4%     4%     9%    16%    38%    30%   129      1.30     0.22
G         4.86     0%     4%     4%    24%    38%    29%    78      1.02     0.23
U         4.90     3%     0%     3%    18%    55%    23%    40      0.96     0.30
A         4.95     0%     1%     9%    19%    35%    35%   147      1.01     0.16



Q12b   HelpSU: Ability to solve problem
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.88     1%     1%     7%    21%    39%    31%   388      1.03     0.10
F         4.82     2%     2%     7%    17%    44%    28%   126      1.11     0.19
G         4.96     0%     0%     6%    22%    40%    31%    77      0.90     0.20
U         4.88     3%     0%     0%    28%    45%    25%    40      0.97     0.30
A         4.90     1%     1%     8%    23%    33%    34%   145      1.04     0.17



Q12c   HelpSU: Turnaround time for resolving your problem
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.75     2%     2%     9%    21%    39%    28%   388      1.12     0.11
F         4.65     3%     3%     9%    21%    39%    25%   128      1.21     0.21
G         4.83     0%     1%     8%    25%    38%    28%    76      0.97     0.22
U         4.80     3%     0%     8%    18%    50%    23%    40      1.04     0.32
A         4.79     1%     2%    10%    19%    35%    31%   144      1.14     0.19



Q13a   Problem resolution overall
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.87     1%     0%     8%    19%    43%    29%   434      1.01     0.09
F         4.78     3%     1%    11%    14%    42%    29%   151      1.18     0.19
G         4.90     0%     0%     6%    18%    55%    21%    78      0.80     0.18
U         4.83     2%     0%     4%    17%    60%    17%    47      0.92     0.26
A         4.96     0%     0%     8%    24%    33%    35%   158      0.95     0.15




                                                                                          MOR Associates, Inc.
46 | General Support • Stanford Information Technology Services 2010 Client Survey




Satisfaction with Timeliness of Completion of Specified Orders                       Mean   N
                                                        13   88
Q14c. Completed order
timeliness for data center                                                           4.71   104
services
                                                        15   85
Q14b. Completed order
                                                                                     4.67   127
timeliness for cell phones

                                                        13   87
Q14a. Completed order
                                                                                     4.65   203
timeliness for voice services

                                                        19   81
Q14d. Completed order
                                                                                     4.46   83
timeliness for cable TV



Satisfaction with Specified Web Sites
as Stanford Computing Resources                                                      Mean   N
                                                         7   93
Q15b. HelpSU: for submitting
                                                                                     4.91   413
help requests

                                                        10   90

Q15a. IT Services website                                                            4.74   344

                                                        12   88

Q15c. Stanford Answers                                                               4.65   177




MOR Associates, Inc.
                         Stanford Information Technology Services 2010 Client Survey • General Support | 47


Q14a   Completed order timeliness for voice services
         Mean     VD      D     SD     SS      S        VS Count Std. Dev. 95% CI+-
All       4.65    3%     4%     6%    22%    42%       23%   203      1.19     0.16
F         4.46    4%     8%     5%    20%    45%       18%    74      1.31     0.30
G         4.79    0%     0%     7%    21%    57%       14%    28      0.79     0.29
U         4.25    8%     0%    17%    17%    50%        8%    12      1.36     0.77
A         4.81    2%     2%     6%    24%    35%       31%    89      1.15     0.24



Q14b   Completed order timeliness for cell phones
         Mean     VD      D     SD     SS      S        VS Count Std. Dev. 95% CI+-
All       4.67    3%     6%     6%    16%    45%       24%   127      1.25     0.22
F         4.48    2%    15%     7%    13%    35%       28%    46      1.47     0.43
G         4.79    0%     0%     0%    37%    47%       16%    19      0.71     0.32
U         4.43    7%     0%    14%     7%    64%        7%    14      1.28     0.67
A         4.88    4%     0%     6%    13%    48%       29%    48      1.16     0.33



Q14c   Completed order timeliness for data center services
         Mean     VD      D     SD     SS      S        VS Count Std. Dev. 95% CI+-
All       4.71    2%     6%     5%    19%    43%       25%   104      1.18     0.23
F         4.57    0%    13%     7%    17%    37%       27%    30      1.33     0.48
G         4.76    0%     0%     0%    40%    44%       16%    25      0.72     0.28
U         4.43    7%     0%    14%    14%    50%       14%    14      1.34     0.70
A         4.91    3%     6%     3%     9%    46%       34%    35      1.25     0.41



Q14d   Completed order timeliness for cable TV
         Mean     VD      D     SD     SS      S        VS Count Std. Dev. 95% CI+-
All       4.46    4%     5%    11%    23%    39%       19%    83      1.26     0.27
F         4.36    9%     9%     0%    27%    27%       27%    11      1.63     0.96
G         4.49    3%     3%    11%    27%    41%       16%    37      1.15     0.37
U         4.14    5%    10%    14%    14%    52%        5%    21      1.31     0.56
A         4.93    0%     0%    14%    21%    21%       43%    14      1.14     0.60




                                                                                          MOR Associates, Inc.
                                                        19   81
48 | General Support • Stanford Information Technology Services 2010 Client Survey
Q14d. Completed order
                                                                                     4.46   83
timeliness for cable TV



Satisfaction with Specified Web Sites
as Stanford Computing Resources                                                      Mean   N
                                                         7   93
Q15b. HelpSU: for submitting
                                                                                     4.91   413
help requests

                                                        10   90

Q15a. IT Services website                                                            4.74   344

                                                        12   88

Q15c. Stanford Answers                                                               4.65   177




MOR Associates, Inc.
                          Stanford Information Technology Services 2010 Client Survey • General Support | 49


Q15a   IT Services website
         Mean     VD       D    SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.74    0%      3%    7%    22%     47%   20%   344      0.98     0.10
F         4.58    0%      5%    9%    24%     49%   14%   110      0.99     0.18
G         4.70    0%      3%    9%    24%     46%   19%    80      0.96     0.21
U         4.60    2%      5%    7%    19%     51%   16%    43      1.14     0.34
A         4.96    0%      1%    5%    21%     45%   29%   111      0.87     0.16



Q15b   HelpSU: for submitting help requests
         Mean     VD       D    SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.91    1%      2%    4%    19%     47%   27%   413      0.96     0.09
F         4.75    2%      5%    5%    17%     48%   23%   130      1.11     0.19
G         4.94    0%      0%    2%    24%     50%   23%    86      0.76     0.16
U         4.79    2%      2%    4%    21%     48%   23%    48      1.05     0.30
A         5.07    0%      1%    5%    16%     44%   35%   149      0.87     0.14



Q15c   Stanford Answers
         Mean     VD       D    SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.65    1%      3%    8%    24%     44%   20%   177      1.06     0.16
F         4.56    2%      6%   10%    18%     44%   20%    50      1.21     0.34
G         4.80    0%      0%    4%    29%     49%   18%    45      0.79     0.23
U         4.39    3%      3%   13%    29%     35%   16%    31      1.20     0.42
A         4.76    0%      4%    6%    24%     43%   24%    51      1.01     0.28




                                                                                           MOR Associates, Inc.
50 | General Support • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Data Storage Services | 51




Data Storage Services




                                                                       MOR Associates, Inc.
52 | Data Storage Services • Stanford Information Technology Services 2010 Client Survey


                       Q16. Where All Respondents Store University Data, n=521

 100%

  80%

  60%

  40%

  20%

   0%
            Stores
                         On my         On a         On my                               On a
          University
                       Stanford    department     personal        On     Stanford's commercial Stanford
          data in at
                       laptop or   al server or   laptop or   removable central AFS data storage  Digital
          least one
                        desktop      storage       desktop      storage   service     vendor's   Repository
            named
                       computer       device      computer                             server
           location
      F      96%         84%          40%           35%         43%         11%         5%          2%
      G      99%         48%          36%           74%         51%         38%         6%          0%
      U      94%         35%          11%           79%         33%         21%         5%          0%
      A      99%         86%          66%           9%          27%         13%         3%          2%




                       Q17. Where All Respondents Are Backing Up Data, n=521

 100%

  80%

  60%

  40%

  20%

   0%
                          On removable
                                           Shared storage Shared storage With an external
                          storage (DVD,                                                     Other place
          Backes up data                   space provided space provided    vendor (e.g.,
                         CD, USB thumb                                                    backing up data
              at all                       locally by your centrally by IT Iron Mountain,
                          drive, external                                                      today
                                             department      Services        Mozy, etc.)
                         hard drive, etc.)
      F         95%            65%                29%             15%             14%             12%
      G         95%            79%                22%             10%              9%             9%
      U         79%            65%                7%               2%              4%             8%
      A         94%            26%                53%             30%              9%             5%




MOR Associates, Inc.
Likelihood of Using Specified Services                                                            N
                     Stanford Information Technology Services 2010 Client Survey • Data Storage Services | 53
                                                           23   77
Q8a. Central data storage that
allows you to access and store                                                                   478
electronic files on or off campus
                  Q20. What Types of Content All Respondents Store on AFS, n=521
                                                                     36    64
Q8c. Central long-term archiving
 100%                                                                                                         453
for fileshares

    80%                                                              35    65

       Support for departmental
Q8g. Virtual desktop support Linux desktops/laptops and/or servers (e.g.,                                     446
  60% setup, configuration, network access, proactive security measures, and
Q8e
        troubleshooting)
Q8b. Central data storage with         Neither              38   62
  40%
additional file-sharing features
               Highly               Likely Nor                  Highly
             Unlikely      Unlikely   Unlikely      Likely      Likely Count                                  454
such as version tracking, check
All
  20%            17%           25%        18%         20%         21%      448
in/check out of files, file
F                21%           27%        13%         20% 40      19%
                                                                 60        151
G                 8%           27%        17%         25%         24%       93
Q8f. Web site design and 27%
U 0%             19%                      30%         14%         10%       73                                480
development services Department or 16%
A        Stores any type
                 18%           21%                    19%         27%      131                      Other types of
             of content on                       Personal files       Data sets      Web content   content stored in
                             work group files
                  AFS                                                44    56                            AFS
Q8f A Web site design and development services
Q8d. F full-featured tool for 7%
              11%                            5%                           8%             6%              1%
                                                                                                              469
conducting web surveys
     G        38%             28% Neither 23%                             21%            17%             2%
       U        Highly
                21%                  11% Likely Nor   19%                 Highly
                                                                          9%             7%              1%
Q8e. Support for departmental
            Unlikely   Unlikely  Unlikely               Likely       51    49
                                                                          Likely Count
All   A       13%9%          10%
                           22%       20%              4% 29%              2%21%    480   7%              1%
Linux desktops/laptops and/or
F                5%        19%       17%                  38%               21%    165
servers (e.g., setup,
G                8%        22%       22%                  26%               21%     95                        448
configuration, network access,
U                6%        23%       28%                  25%               17%     81
proactive security measures, and
A               14%        24%       17%                  22%               22%    139
troubleshooting)

Q8g        Virtual desktop support
                                            Neither
           of Backing Up to Likely Nor Server Instead of One's Computer
Likelihood Highly           a Central               Highly                                                    N
           Unlikely   Unlikely            Unlikely               83
                                                      Likely 17 Likely Count
All             7%        17%
Q18a. Central server backup                   21%       31%       23%    446
F               6%        20%                 17%       32%       24%    143                                  466
likelihood
G               7%        19%                 31%       31%       12%     90
U               9%        21%                 27%       31%       12%     75
A               8%
For People Whose Primary  12%                 16%Provider Was a Local Department
                                        Hosting         29%       36%    138

Resource, Likelihood of Using Stanford'sCentral Web Hosting If It Had
the Same Features and Advantages of Local Department Resources                                                N
Q18a       Central server backup likelihood
Q52a. Likelihood of using                                            30    70
                                     Neither
Stanford's central web hosting if Likely Nor
             Highly                                                       Highly                              52
it was comparable to local
            Unlikely   Unlikely     Unlikely                Likely        Likely Count
department resources
All              4%         8%          13%                   34%           42%    466
F                   5%           6%             10%           37%           43%    153
G                   4%           8%              7%           38%           42%     99
U                   4%          15%             23%           30%           29%     80
A                   2%           4%             14%           31%           49%    134



   See            17. Other places where respondents are backing up their data today.
 Appendix
    A             20. Other types of data respondents store on AFS.


                                                                                                        MOR Associates, Inc.
54 | Data Storage Services • Stanford Information Technology Services 2010 Client Survey




Satisfaction with Aspects of AFS                                                           Mean   N
                                                         10   90

Q21e. AFS overall                                                                          4.65   89

                                                         14   86
Q21c. Ease of managing your
                                                                                           4.59   78
web content in AFS

                                                         16   84
Q21a. OpenAFS desktop tool for
interacting with AFS storage and                                                           4.52   73
features
Q21b. WebAFS (aka                                        13   87
Filedrawers) browser tool for
                                                                                           4.49   47
interacting with AFS storage and
features
                                                         23   77
Q21d. Ease of sharing files with
                                                                                           4.39   71
others via AFS




Satisfaction with Aspects of Webmail                                                       Mean   N
                                                         13   87

Q23d. Webmail reliability                                                                  4.64   436

                                                         18   82

Q23a. Webmail speed                                                                        4.51   445

                                                         26   74

Q23c. Webmail ease of use                                                                  4.22   445

                                                         27   73

Q23b. Webmail features                                                                     4.18   441




    See
  Appendix       22. What one thing could IT Services do to improve AFS to meet your needs?
     A


MOR Associates, Inc.
                     Stanford Information Technology Services 2010 Client Survey • Data Storage Services | 55


Q21a   OpenAFS desktop tool for interacting with AFS storage and features
         Mean        VD    D     SD     SS      S    VS Count Std. Dev. 95% CI+-
All       4.52       4%   3%    10%    22%    44%   18%    73      1.21     0.28
F         4.40       7%   7%     0%    33%    33%   20%    15      1.40     0.71
G         4.50       3%   3%    13%    17%    47%   17%    30      1.22     0.44
U         4.67       8%   0%     8%     8%    50%   25%    12      1.44     0.81
A         4.56       0%   0%    13%    31%    44%   13%    16      0.89     0.44



       WebAFS (aka Filedrawers) browser tool for interacting with AFS storage and
Q21b
       features
         Mean    VD       D    SD    SS        S      VS Count Std. Dev. 95% CI+-
All        4.49  4%     2%     6% 28% 47% 13%                 47       1.14       0.33
F          3.38 13% 13% 13% 50% 13%                  0%         8      1.30       0.90
G          4.81  0%     0% 10% 24% 43% 24%                    21       0.93       0.40
U          4.67 11%     0%     0%    0% 78% 11%                 9      1.41       0.92
A          4.56  0%     0%     0% 44% 56%            0%         9      0.53       0.34



Q21c   Ease of managing your web content in AFS
         Mean        VD    D     SD     SS      S    VS Count Std. Dev. 95% CI+-
All       4.59       1%   3%    10%    28%    37%   21%    78      1.09     0.24
F         4.71       0%   7%     0%    29%    43%   21%    14      1.07     0.56
G         4.59       0%   3%    15%    26%    32%   24%    34      1.10     0.37
U         4.69       8%   0%     8%    15%    38%   31%    13      1.44     0.78
A         4.41       0%   0%    12%    41%    41%    6%    17      0.80     0.38



Q21d   Ease of sharing files with others via AFS
         Mean        VD    D     SD     SS      S    VS Count Std. Dev. 95% CI+-
All       4.39       3%   3%    17%    21%    42%   14%    71      1.18     0.27
F         4.09       9%   0%    18%    27%    36%    9%    11      1.38     0.81
G         4.55       0%   3%    16%    23%    39%   19%    31      1.09     0.38
U         4.23       8%   8%    15%    15%    31%   23%    13      1.59     0.86
A         4.44       0%   0%    19%    19%    63%    0%    16      0.81     0.40



Q21e   AFS overall
         Mean        VD    D     SD     SS      S    VS Count Std. Dev. 95% CI+-
All       4.65       2%   1%     7%    25%    49%   16%    89      1.01     0.21
F         4.74       0%   5%     0%    26%    53%   16%    19      0.93     0.42
G         4.67       3%   0%     8%    25%    44%   19%    36      1.07     0.35
U         4.60       7%   0%    13%     7%    53%   20%    15      1.35     0.68
A         4.58       0%   0%     5%    37%    53%    5%    19      0.69     0.31




                                                                                            MOR Associates, Inc.
56 | Data Storage Services • Stanford Information Technology Services 2010 Client Survey




Importance of Specified Shared Storage Features                                        Mean       N
                                                        10    90

Q19a. Backed up daily                                                                      5.16   482

                                  F
                                  G
                                  U
                                  A
                                                        12    88
Q19b. Ability to define access
                                                                                           5.14   452
privileges

                                                        11    89
Q19g. Ability to store backup
                                                                                           5.04   463
offsite in case of disaster

                                                        21    79
Q19c. Ability to share stored
                                                                                           4.65   462
data with others

                                  F
                                  G
                                  U
                                  A
                                                        28    72

Q19e. Encryption of stored data                                                            4.39   433

                                                        26    74
Q19d. Ability to have different
                                                                                           4.37   444
versions of stored data

                                                        28    72
Q19f. Encryption of data in
                                                                                           4.37   428
transit




MOR Associates, Inc.
                    Stanford Information Technology Services 2010 Client Survey • Data Storage Services | 57


Q19a   Backed up daily
         Mean     NI-1      2      3      4         5   VI-6 Count Std. Dev. 95% CI+-
All       5.16     1%      4%     5%    13%       22%   55%    482      1.18     0.11
F         5.28     2%      4%     3%     7%       23%   61%    155      1.18     0.19
G         5.01     0%      6%     5%    19%       21%   48%     99      1.20     0.24
U         4.47     3%      7%    10%    27%       29%   25%     73      1.30     0.30
A         5.45     0%      2%     5%     8%       19%   67%    155      0.95     0.15



Q19b   Ability to define access privileges
         Mean     NI-1      2       3     4         5   VI-6 Count Std. Dev. 95% CI+-
All       5.14     2%      4%      6%   10%       22%   56%    452      1.25     0.12
F         5.15     3%      3%      6%    8%       20%   59%    147      1.33     0.21
G         4.96     1%      5%      9%   16%       18%   51%     95      1.30     0.26
U         4.74     4%      6%      6%   16%       33%   36%     70      1.38     0.32
A         5.45     1%      1%      2%    6%       23%   66%    140      0.98     0.16



Q19c   Ability to share stored data with others
         Mean     NI-1      2      3      4         5   VI-6 Count Std. Dev. 95% CI+-
All       4.65     5%      6%    10%    16%       26%   38%    462      1.46     0.13
F         4.23     9%      9%    14%    16%       24%   29%    147      1.62     0.26
G         4.76     1%      5%     9%    22%       26%   36%     96      1.25     0.25
U         4.24     4%      8%    13%    28%       29%   18%     72      1.35     0.31
A         5.21     4%      2%     5%     5%       25%   59%    147      1.28     0.21



Q19d   Ability to have different versions of stored data
         Mean     NI-1     2       3      4         5   VI-6 Count Std. Dev. 95% CI+-
All       4.37     6%     7%     13%    19%       26%   29%    444      1.50     0.14
F         4.23     9%     8%     13%    16%       30%   24%    144      1.58     0.26
G         4.31     2%    13%      8%    27%       27%   23%     97      1.38     0.27
U         4.20     6%     9%     14%    24%       26%   21%     70      1.45     0.34
A         4.67     6%     2%     15%    14%       20%   42%    133      1.50     0.25



Q19e   Encryption of stored data
         Mean     NI-1     2       3      4         5   VI-6 Count Std. Dev. 95% CI+-
All       4.39     5%    11%     12%    18%       20%   34%    433      1.56     0.15
F         4.13     8%    14%     11%    20%       19%   28%    143      1.64     0.27
G         4.33     1%    14%     18%    17%       21%   30%     96      1.46     0.29
U         4.16     5%    15%     13%    23%       18%   27%     62      1.56     0.39
A         4.81     5%     5%      8%    13%       23%   46%    132      1.48     0.25



Q19f   Encryption of data in transit
         Mean     NI-1     2       3      4         5   VI-6 Count Std. Dev. 95% CI+-
All       4.37     6%    10%     11%    19%       20%   33%    428      1.56     0.15
F         4.08     8%    15%      9%    26%       17%   26%    141      1.62     0.27
G         4.43     2%    10%     17%    18%       20%   33%     96      1.46     0.29
U         4.07     7%    13%     15%    20%       22%   23%     60      1.57     0.40
A         4.77     6%     4%      9%    14%       22%   45%    131      1.50     0.26



Q19g   Ability to store backup offsite in case of disaster
         Mean     NI-1      2       3     4         5   VI-6 Count Std. Dev. 95% CI+-
All       5.04     2%      4%      5%   16%       22%   51%    463      1.25     0.11
F         5.12     2%      4%      4%   14%       21%   54%    149      1.24     0.20      MOR Associates, Inc.
G         4.86     1%      5%      7%   21%       24%   41%     98      1.24     0.24
U         4.77     3%      3%      8%   21%       30%   35%     71      1.26     0.29
A         5.22     3%      3%      3%   12%       18%   61%    145      1.23     0.20
 G             4.43    2% 10% 17% 18% 20% 33%                  96         1.46       0.29
 U             4.07    7% 13% 15% 20% 22% 23%                  60         1.57       0.40
58
 A    | Data           Services • Stanford Information45%
               Storage 6%
               4.77          4%     9% 14% 22%         Technology
                                                              131   Services 2010
                                                                          1.50      Client
                                                                                     0.26    Survey


Q19g     Ability to store backup offsite in case of disaster
           Mean        NI-1    2     3      4       5    VI-6 Count Std. Dev. 95% CI+-
All         5.04        2%    4%    5%    16%     22%    51%    463      1.25     0.11
F           5.12        2%    4%    4%    14%     21%    54%    149      1.24     0.20
G           4.86        1%    5%    7%    21%     24%    41%     98      1.24     0.24
U           4.77        3%    3%    8%    21%     30%    35%     71      1.26     0.29
A           5.22        3%    3%    3%    12%     18%    61%    145      1.23     0.20




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Email and Webmail | 59




    Email and Webmail




                                                                   MOR Associates, Inc.
features
                                                        23   77
60 | Email and Webmail files with Information Technology Services 2010 Client Survey
 Q21d. Ease of sharing • Stanford
                                                                                       4.39   71
 others via AFS




Satisfaction with Aspects of Webmail                                                   Mean    N
                                                        13   87

Q23d. Webmail reliability                                                              4.64   436

                                                        18   82

Q23a. Webmail speed                                                                    4.51   445

                                                        26   74

Q23c. Webmail ease of use                                                              4.22   445

                                                        27   73

Q23b. Webmail features                                                                 4.18   441




Satisfaction with Stanford Email Overall                                               Mean   N
                                                        15   85

Q24a. Stanford email overall                                                           4.61   475




Satisfaction with Specified Calendaring Tools for Stanford Work                        Mean   N
                                                         2   98

Q26f. Google Calendar                                                                  5.15   131

                                                         8   92
Q26d. Apple iCal locally (not
                                                                                       4.92   76
shared with others)

                                                        17   83
Q26c. Outlook online (shared,
for example, using an Exchange                                                         4.65   54
Server)
                                                        18   82
Q26b. Outlook locally (not
                                                                                       4.59   79
shared with others)

                                                        24   76
Q26e. Apple iCal online (shared,
for example, using Stanford                                                            4.35   34
Calendar)
                                                        24   76

Q26g. Yahoo! Calendar                                                                  4.29   21
MOR Associates, Inc.
                                                        27   73
Q26a. Stanford Calendar
                                                                                       4.12   145
                        Stanford Information Technology Services 2010 Client Survey • Email and Webmail | 61


Q23a   Webmail speed
         Mean      VD         D    SD    SS     S    VS Count Std. Dev. 95% CI+-
All       4.51     2%        6%    9%   22%   40%   20%   445      1.22     0.11
F         4.41     4%        8%    7%   26%   36%   19%   140      1.30     0.21
G         4.46     1%        6%   13%   23%   39%   18%    93      1.18     0.24
U         4.37     6%        6%   10%   19%   41%   18%    68      1.37     0.33
A         4.71     1%        4%    8%   21%   44%   22%   144      1.07     0.17



Q23b   Webmail features
         Mean      VD       D      SD    SS     S    VS Count Std. Dev. 95% CI+-
All       4.18     3%      9%     16%   27%   30%   15%   441      1.28     0.12
F         4.16     4%      9%     18%   23%   30%   16%   140      1.35     0.22
G         4.29     2%      7%     14%   30%   32%   15%    91      1.21     0.25
U         3.98     5%      8%     22%   26%   31%    9%    65      1.28     0.31
A         4.22     2%     10%     12%   31%   30%   15%   145      1.25     0.20



Q23c   Webmail ease of use
         Mean      VD       D      SD    SS     S    VS Count Std. Dev. 95% CI+-
All       4.22     3%      8%     15%   27%   32%   15%   445      1.27     0.12
F         4.15     4%     10%     15%   23%   32%   15%   142      1.36     0.22
G         4.30     3%      7%     14%   24%   37%   15%    92      1.26     0.26
U         3.94     5%      6%     18%   40%   23%    8%    65      1.18     0.29
A         4.35     1%      8%     12%   27%   34%   17%   146      1.22     0.20



Q23d   Webmail reliability
         Mean      VD         D   SD     SS     S    VS Count Std. Dev. 95% CI+-
All       4.64     2%        4%   7%    22%   45%   19%   436      1.10     0.10
F         4.70     1%        4%   9%    19%   43%   24%   135      1.13     0.19
G         4.76     1%        4%   5%    15%   54%   20%    92      1.04     0.21
U         4.35     4%        4%   7%    33%   38%   13%    69      1.20     0.28
A         4.65     1%        5%   6%    24%   46%   19%   140      1.05     0.17



Q24a   Stanford email overall
         Mean      VD         D    SD    SS     S    VS Count Std. Dev. 95% CI+-
All       4.61     1%        5%    9%   19%   48%   17%   475      1.09     0.10
F         4.71     1%        5%    9%   15%   48%   22%   150      1.10     0.18
G         4.49     2%        6%    7%   22%   51%   12%    97      1.13     0.22
U         4.43     3%        5%    9%   25%   45%   13%    76      1.16     0.26
A         4.66     0%        4%   11%   19%   49%   18%   152      1.02     0.16




                                                                                           MOR Associates, Inc.
62 | Email and Webmail • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Calendaring | 63




                           Calendaring




                                                             MOR Associates, Inc.
                                                         15    85
64 | Calendaring • Stanford Information Technology Services 2010 Client Survey
Q24a. Stanford email overall                                                            4.61   475




Satisfaction with Specified Calendaring Tools for Stanford Work                        Mean     N
                                                          2    98

Q26f. Google Calendar                                                                   5.15   131

                                                          8    92
Q26d. Apple iCal locally (not
                                                                                        4.92    76
shared with others)

                                                         17    83
Q26c. Outlook online (shared,
for example, using an Exchange                                                          4.65    54
Server)
                                                         18    82
Q26b. Outlook locally (not
                                                                                        4.59    79
shared with others)

                                                         24    76
Q26e. Apple iCal online (shared,
for example, using Stanford                                                             4.35    34
Calendar)
                                                         24    76

Q26g. Yahoo! Calendar                                                                   4.29    21

                                                         27    73
Q26a. Stanford Calendar
                                                                                        4.12   145
(Zimbra) Stanford had a Stanford-only social
       If
Q10    networking application (available to just fac-
       ulty, students, and staff), would you use it?     42    58
                   Yes
Q26h. Microsoft Live Calendar No              Count                                     3.75    12
All               48%              52%           518
F                 28%              72%           166
G                 48%              52%           102     19    81
U                 67%              33%             84
Q26i. Other calendar
A                 57%              43%           166                                    4.56    27


         Do you use a calendar tool to plan and
Q25      schedule your Stanford meetings and
         work?
                   Yes             No          Count
All               57%            43%             517
F                 55%            45%             168
G                 46%            54%             102
U                 42%            58%              83
A                 74%            26%             164

    See          27. Other calendaring tools used for Stanford work.
  Appendix
     A           28. What would increase your satisfaction with the calendaring tool(s) that you use?


MOR Associates, Inc.
                               Stanford Information Technology Services 2010 Client Survey • Calendaring | 65


Q26a   Stanford Calendar (Zimbra)
         Mean      VD      D     SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.12     5%     9%    13%    26%     38%   10%   145      1.30     0.21
F         4.14     3%    14%     8%    27%     41%    8%    37      1.27     0.41
G         4.35     0%    10%    15%    15%     50%   10%    20      1.18     0.52
U         2.50    33%    17%    33%     0%     17%    0%     6      1.52     1.21
A         4.17     5%     6%    13%    29%     35%   11%    82      1.26     0.27



Q26b   Outlook locally (not shared with others)
         Mean      VD      D     SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.59     4%     6%     8%    11%     51%   20%    79      1.29     0.28
F         4.58     0%    16%    11%     5%     37%   32%    19      1.46     0.66
G         4.71     7%     0%     0%    21%     50%   21%    14      1.27     0.66
U         2.25    50%    25%     0%     0%     25%    0%     4      1.89     1.86
A         4.79     0%     2%    10%    12%     60%   17%    42      0.92     0.28



Q26c   Outlook online (shared, for example, using an Exchange Server)
         Mean      VD      D     SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.65     4%     7%     6%    15%     41%   28%    54      1.35     0.36
F         5.00     0%     6%     0%    24%     29%   41%    17      1.12     0.53
G         5.00     0%     0%     0%    18%     64%   18%    11      0.63     0.37
U         2.00    50%    25%     0%    25%      0%    0%     4      1.41     1.39
A         4.68     0%     9%    14%     5%     45%   27%    22      1.29     0.54



Q26d   Apple iCal locally (not shared with others)
         Mean      VD      D     SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.92     3%     4%     1%    16%     43%   33%    76      1.15     0.26
F         5.08     0%     4%     0%     8%     60%   28%    25      0.86     0.34
G         5.40     0%     0%     0%    13%     33%   53%    15      0.74     0.37
U         4.74     5%     5%     0%    16%     47%   26%    19      1.33     0.60
A         4.47     6%     6%     6%    29%     24%   29%    17      1.46     0.70



Q26e   Apple iCal online (shared, for example, using Stanford Calendar)
         Mean      VD      D     SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.35     6%     3%    15%    21%     38%   18%    34      1.35     0.45
F         4.19     6%     6%    19%    13%     44%   13%    16      1.42     0.70
G         4.78     0%     0%    11%    22%     44%   22%     9      0.97     0.63
U         3.50    25%     0%    25%    25%      0%   25%     4      2.08     2.04
A         4.80     0%     0%     0%    40%     40%   20%     5      0.84     0.73



Q26f   Google Calendar
         Mean      VD      D     SD     SS       S    VS Count Std. Dev. 95% CI+-
All       5.15     1%     1%     1%    16%     44%   38%   131      0.86     0.15
F         5.14     0%     0%     3%    17%     43%   37%    35      0.81     0.27
G         5.18     0%     0%     0%    26%     31%   44%    39      0.82     0.26
U         5.09     4%     0%     0%     0%     70%   26%    23      1.00     0.41
A         5.18     0%     3%     0%    15%     41%   41%    34      0.90     0.30



Q26g   Yahoo! Calendar
         Mean      VD      D     SD     SS       S    VS Count Std. Dev. 95% CI+-
All       4.29    10%     5%    10%    14%     48%   14%    21      1.49     0.64
F         4.50     0%     0%    25%     0%     75%    0%     4      1.00     0.98           MOR Associates, Inc.
G         4.50    13%     0%     0%    25%     38%   25%     8      1.60     1.11
U         2.00    50%     0%    50%     0%      0%    0%     2      1.41     1.96
A         4.57     0%    14%     0%    14%     57%   14%     7      1.27     0.94
 G             5.18   0%     0%        0% 26% 31% 44%             39      0.82        0.26
 U             5.09   4%     0%        0%    0% 70% 26%           23      1.00        0.41
66
 A    |   Calendaring • Stanford
               5.18   0%     3%     Information Technology Services 2010 Client
                                       0% 15% 41% 41%             34      0.90    Survey
                                                                                      0.30



Q26g        Yahoo! Calendar
              Mean      VD      D      SD    SS     S    VS Count Std. Dev. 95% CI+-
All            4.29    10%     5%     10%   14%   48%   14%    21      1.49     0.64
F              4.50     0%     0%     25%    0%   75%    0%     4      1.00     0.98
G              4.50    13%     0%      0%   25%   38%   25%     8      1.60     1.11
U              2.00    50%     0%     50%    0%    0%    0%     2      1.41     1.96
A              4.57     0%    14%      0%   14%   57%   14%     7      1.27     0.94



Q26h        Microsoft Live Calendar
              Mean      VD      D      SD    SS    S     VS Count Std. Dev. 95% CI+-
All            3.75    17%     8%     17%   17% 25%     17%    12      1.76     1.00
F              2.50     0%    50%     50%    0%   0%     0%     2      0.71     0.98
G              4.43    14%     0%      0%   29% 29%     29%     7      1.72     1.27
U              2.00    50%     0%     50%    0%   0%     0%     2      1.41     1.96
A              5.00     0%     0%      0%    0% 100%     0%     1         -        -



Q26i        Other calendar
              Mean      VD      D      SD    SS     S    VS Count Std. Dev. 95% CI+-
All            4.56     4%     7%      7%   15%   44%   22%    27      1.34     0.51
F              4.00     0%    13%     25%   25%   25%   13%     8      1.31     0.91
G              5.25     0%     0%      0%   13%   50%   38%     8      0.71     0.49
U              4.33    33%     0%      0%    0%    0%   67%     3      2.89     3.27
A              4.50     0%    13%      0%   13%   75%    0%     8      1.07     0.74




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Network Services | 67




            Network Services




                                                                  MOR Associates, Inc.
68 | Network Services • Stanford Information Technology Services 2010 Client Survey




Satisfaction with Aspects of the Main Campus Wireless network                           Mean    N
                                                         10    90
Q29b. Availability of wireless
                                                                                        4.86   409
network on campus

                                                         12    88
Q29a. Signal strength/quality of
                                                                                        4.83   418
wireless connection

                                                         31    69
Q29c. Wireless guest registration
                                                                                        4.14   297
process




Satisfaction with the Wireless Network in the Residences                                Mean    N
                                                         22    78

Q30a. Wireless in the residences                                                        4.41   177




Satisfaction with Aspects of Stanford's Wired Network                                   Mean    N
                                                          4    96
Q32b. Availability of wired
                                                                                        5.26   396
network

                                                          4    96
Q32a. Reliability of wired
                                                                                        5.25   400
network

                                                          5    95
Q32c. High-speed (gigabit)
                                                                                        5.17   239
access to other universities




Satisfaction with Stanford's Network Overall                                            Mean    N
                                                          4    96

Q33a. Stanford's network overall                                                        5.12   476



    See
                 31. Is there are a particular place on campus or in the residences where you would like to
  Appendix       see wireless access added/enhanced?
     A


MOR Associates, Inc.
                        Stanford Information Technology Services 2010 Client Survey • Network Services | 69


Q29a   Signal strength/quality of wireless connection
         Mean     VD       D     SD     SS      S        VS Count Std. Dev. 95% CI+-
All       4.83    2%      2%     8%    15%    46%       27%   418      1.10     0.11
F         4.83    4%      2%     4%    14%    49%       27%   132      1.16     0.20
G         4.64    1%      2%    14%    20%    40%       22%    99      1.10     0.22
U         4.88    3%      1%     6%    14%    49%       28%    80      1.08     0.24
A         4.96    1%      1%     8%    13%    44%       33%   107      1.02     0.19



Q29b   Availability of wireless network on campus
         Mean     VD       D     SD     SS      S        VS Count Std. Dev. 95% CI+-
All       4.86    1%      3%     6%    16%    45%       29%   409      1.09     0.11
F         4.81    2%      5%     4%    16%    49%       25%   128      1.10     0.19
G         4.80    1%      3%     5%    25%    37%       28%    99      1.07     0.21
U         4.91    1%      1%     8%    14%    48%       29%    80      1.02     0.22
A         4.92    2%      3%     7%    11%    44%       33%   102      1.14     0.22



Q29c   Wireless guest registration process
         Mean     VD      D      SD     SS      S        VS Count Std. Dev. 95% CI+-
All       4.14    5%    11%     14%    22%    28%       20%   297      1.45     0.17
F         4.30    2%    13%     12%    21%    29%       23%    92      1.40     0.29
G         4.03    7%    12%     14%    23%    26%       18%    73      1.50     0.34
U         3.93    4%     7%     28%    28%    21%       12%    57      1.27     0.33
A         4.21    9%    11%      7%    19%    32%       23%    75      1.60     0.36



Q30a   Wireless in the residences
         Mean     VD       D     SD     SS      S        VS Count Std. Dev. 95% CI+-
All       4.41    6%      6%    10%    21%    32%       25%   177      1.43     0.21
G         4.20    9%      6%    12%    22%    29%       22%    97      1.53     0.30
U         4.68    3%      5%     8%    21%    35%       29%    80      1.25     0.27




                                                                                          MOR Associates, Inc.
                                                                                      Mean   N
                                                        22   78
70 | Network Services residences Information Technology Services 2010 Client Survey
Q30a. Wireless in the • Stanford                                                      4.41   177




Satisfaction with Aspects of Stanford's Wired Network                                 Mean   N
                                                         4   96
Q32b. Availability of wired
                                                                                      5.26   396
network

                                                         4   96
Q32a. Reliability of wired
                                                                                      5.25   400
network

                                                         5   95
Q32c. High-speed (gigabit)
                                                                                      5.17   239
access to other universities




Satisfaction with Stanford's Network Overall                                          Mean   N
                                                         4   96

Q33a. Stanford's network overall                                                      5.12   476




MOR Associates, Inc.
                         Stanford Information Technology Services 2010 Client Survey • Network Services | 71


Q32a   Reliability of wired network
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       5.25     1%     1%     3%    10%    41%    45%   400      0.87     0.09
F         5.29     0%     2%     1%     8%    43%    45%   132      0.83     0.14
G         5.13     0%     1%     5%    12%    42%    40%    91      0.91     0.19
U         5.18     0%     0%     2%    16%    45%    37%    51      0.77     0.21
A         5.32     2%     0%     2%     9%    36%    52%   126      0.93     0.16



Q32b   Availability of wired network
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       5.26     1%     1%     3%     9%    42%    45%   396      0.85     0.08
F         5.32     0%     2%     2%     5%    47%    45%   132      0.77     0.13
G         5.16     0%     1%     4%    12%    42%    40%    90      0.89     0.18
U         5.08     0%     0%     4%    16%    49%    31%    51      0.80     0.22
A         5.35     2%     0%     2%     7%    35%    54%   123      0.92     0.16



Q32c   High-speed (gigabit) access to other universities
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       5.17     0%     0%     5%    11%    43%    41%   239      0.88     0.11
F         5.09     0%     1%     7%     9%    46%    36%    74      0.92     0.21
G         5.03     0%     0%     7%    18%    41%    34%    61      0.89     0.22
U         5.15     0%     0%     3%    15%    47%    35%    34      0.78     0.26
A         5.39     1%     0%     1%     6%    39%    53%    70      0.86     0.20



Q33a   Stanford's network overall
         Mean      VD      D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       5.12     1%     0%     3%    13%    49%    34%   476      0.85     0.08
F         5.11     1%     1%     2%    11%    56%    30%   149      0.81     0.13
G         5.02     0%     1%     4%    18%    47%    31%   101      0.86     0.17
U         5.03     0%     0%     6%    16%    47%    31%    77      0.86     0.19
A         5.23     1%     0%     2%     9%    45%    42%   149      0.87     0.14




                                                                                           MOR Associates, Inc.
72 | Network Services • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Telecommunications Services | 73




        Telecommunications
                  Services




                                                                             MOR Associates, Inc.
74 | Telecommunications Services • Stanford Information Technology Services 2010 Client Survey




Satisfaction with Aspects of Stanford's Telecommunications System                      Mean      N
                                                        14   86
Q34b. Telecommunications
                                                                                       4.55      198
problem resolution

                                                        16   84

Q34d. Voicemail                                                                        4.54      269

                                                        15   85
Q34a. Ordering
                                                                                       4.52      183
telecommunications services

                                                        18   82
Q34c. Telecommunications
                                                                                       4.41      165
billing system/statements



Satisfaction with Specified Remote Access Connections
to Stanford's Computing Resources                                                      Mean      N
                                                        12   88
Q41a. Using broadband service
from another provider at home                                                          4.73      373
(e.g., Comcast, AT&T)
Q41b. Using on-site Internet                            13   87
services when traveling within
                                                                                       4.59      361
the United States (e.g., hotel,
Internet cafe, aircard)
                                                        18   82
Q41d. Using Stanford's VPN
                                                                                       4.50      206
(Virtual Private Network) service

Q41c. Using on-site Internet                            26   74
services when traveling
                                                                                       4.24      187
internationally (e.g., hotel,
Internet cafe, aircard)
                                  F
                                  A




MOR Associates, Inc.
            Stanford Information Technology Services 2010 Client Survey • Telecommunications Services | 75


Q34a   Ordering telecommunications services
         Mean      VD    D     SD     SS        S    VS Count Std. Dev. 95% CI+-
All       4.52     2%   4%     9%    23%      47%   14%   183      1.10     0.16
F         4.43     3%   6%     7%    25%      47%   12%    68      1.16     0.28
G         4.56     3%   0%    11%    28%      42%   17%    36      1.08     0.35
U         4.46     0%   0%     8%    46%      38%    8%    13      0.78     0.42
A         4.61     2%   5%    11%    15%      52%   17%    66      1.12     0.27



Q34b   Telecommunications problem resolution
         Mean      VD    D     SD     SS        S    VS Count Std. Dev. 95% CI+-
All       4.55     2%   4%     8%    26%      44%   16%   198      1.10     0.15
F         4.37     6%   4%     8%    23%      48%   11%    71      1.26     0.29
G         4.78     0%   3%     3%    27%      49%   19%    37      0.89     0.29
U         4.69     0%   0%     8%    31%      46%   15%    13      0.85     0.46
A         4.58     0%   5%     9%    27%      39%   19%    77      1.07     0.24



Q34c   Telecommunications billing system/statements
         Mean      VD    D     SD     SS        S    VS Count Std. Dev. 95% CI+-
All       4.41     4%   4%    10%    28%      38%   16%   165      1.20     0.18
F         4.14     5%   9%    11%    27%      38%   11%    56      1.33     0.35
G         4.52     2%   2%     7%    31%      43%   14%    42      1.06     0.32
U         4.71     0%   0%     5%    43%      29%   24%    21      0.90     0.39
A         4.48     4%   2%    13%    22%      39%   20%    46      1.26     0.36



Q34d   Voicemail
         Mean      VD    D     SD     SS        S    VS Count Std. Dev. 95% CI+-
All       4.54     4%   5%     7%    19%      49%   17%   269      1.21     0.14
F         4.43     3%   6%    11%    20%      47%   13%   108      1.19     0.22
G         4.57     4%   0%     4%    30%      48%   13%    23      1.08     0.44
U         4.64     0%   0%     9%    36%      36%   18%    11      0.92     0.55
A         4.63     5%   6%     4%    14%      51%   20%   127      1.28     0.22




                                                                                         MOR Associates, Inc.
76 | Telecommunications Services • Stanford Information Technology Services 2010 Client Survey




Importance of Specified Telecommunications
Service and Feature Improvements                                                       Mean      N
                                                        27   73
Q35d. Delivery of voicemail
messages and faxes to your                                                             4.24      369
computer
                                                        35   65
Q35f. Ability to modify phone
                                                                                       3.95      354
features through a web interface

                                                        42   58
Q35a. Ability to schedule call
forwarding of your Stanford work                                                       3.64      337
number through a web interface
                                F
                                G
                                U
                                A
                                                        43   57
Q35e. Ability to make or receive
calls from your computer                                                               3.63      347
(SoftPhone)
                                                        62   38
Q35c. Ability to set your office
desk and cell telephones to ring                                                       2.87      325
sequentially
                                                        61   39
Q35b. Ability to set your office
desk and cell telephones to ring                                                       2.84      330
simultaneously




MOR Associates, Inc.
            Stanford Information Technology Services 2010 Client Survey • Telecommunications Services | 77


       Ability to schedule call forwarding of your Stanford work number through a web
Q35a
       interface
          Mean     NI-1     2       3      4       5   VI-6 Count Std. Dev. 95% CI+-
All        3.64    20% 13%         9% 18% 22% 19%              337      1.80      0.19
F          3.50 22% 17%            6% 12% 26% 16%              129      1.85      0.32
G          3.21 24% 13% 18% 18% 18% 10%                         62      1.69      0.42
U          3.09 27% 23%            0% 27%       9% 14%          22      1.82      0.76
A          4.10 14%        8%      8% 22% 21% 27%              124      1.72      0.30



Q35b   Ability to set your office desk and cell telephones to ring simultaneously
         Mean     NI-1     2      3       4      5     VI-6 Count Std. Dev. 95% CI+-
All       2.84    35%    15%    11%     18%    12%      9%    330      1.73     0.19
F         2.74    36%    16%    13%     14%    16%      5%    129      1.67     0.29
G         2.89    34%    11%    15%     21%    11%      8%     62      1.70     0.42
U         3.11    21%    32%     0%     21%    11%     14%     28      1.79     0.66
A         2.86    38%    12%    10%     20%     9%     12%    111      1.80     0.34



Q35c   Ability to set your office desk and cell telephones to ring sequentially
         Mean     NI-1     2      3       4      5     VI-6 Count Std. Dev. 95% CI+-
All       2.87    34%    14%    13%     16%    14%      9%    325      1.73     0.19
F         2.78    35%    17%    13%     12%    18%      6%    127      1.69     0.29
G         2.82    34%     8%    23%     16%    11%      7%     61      1.64     0.41
U         3.04    25%    25%     7%     21%     7%     14%     28      1.77     0.66
A         2.96    37%    10%    10%     18%    13%     12%    109      1.84     0.34



Q35d   Delivery of voicemail messages and faxes to your computer
         Mean     NI-1     2      3       4      5     VI-6 Count Std. Dev. 95% CI+-
All       4.24    14%     7%     6%     17%    28%     29%    369      1.72     0.18
F         4.24    14%     9%     7%      7%    34%     29%    139      1.78     0.30
G         3.83    17%     9%     6%     27%    22%     19%     64      1.72     0.42
U         3.83    10%    14%    10%     31%    17%     17%     29      1.58     0.58
A         4.53    12%     4%     3%     20%    26%     36%    137      1.63     0.27



Q35e   Ability to make or receive calls from your computer (SoftPhone)
         Mean     NI-1     2      3       4      5     VI-6 Count Std. Dev. 95% CI+-
All       3.63    21%    12%     9%     16%    22%     19%    347      1.82     0.19
F         3.45    22%    14%    11%     16%    22%     14%    132      1.78     0.30
G         3.73    19%     9%    13%     16%    27%     17%     64      1.77     0.43
U         3.76    10%    21%     3%     28%    24%     14%     29      1.62     0.59
A         3.74    24%    10%     7%     14%    20%     25%    122      1.94     0.35



Q35f   Ability to modify phone features through a web interface
         Mean     NI-1     2      3       4      5     VI-6 Count Std. Dev. 95% CI+-
All       3.95    15%    10%     9%     18%    24%     23%    354      1.75     0.18
F         3.83    17%    13%    11%     14%    25%     22%    133      1.79     0.30
G         3.76    15%    11%    12%     24%    21%     17%     66      1.66     0.40
U         3.44    19%    15%     7%     33%    15%     11%     27      1.65     0.62
A         4.27    13%     7%     7%     15%    27%     30%    128      1.73     0.30




                                                                                         MOR Associates, Inc.
78 | Telecommunications Services • Stanford Information Technology Services 2010 Client Survey




Importance of Specified Telephony Devices to Work
Within the Next One to Two Years                                                       Mean      N
                                                        16   84

Q36c. Cell phone                                                                       4.96      443

                                                        18   82
Q36d. Smart Phone device (e.g.,
iPhone, Windows Mobile Device,                                                         4.83      428
BlackBerry, etc.)
                                                        36   64

Q36a. Desk phone                                                                       4.05      438

                                                        66   34
Q36b. A WiFi VoIP phone that
                                                                                       2.75      344
works only on campus

                                                         0   100

Q36e. Other telephony device                                                           5.60      10




Importance of a Stanford Telephone Number                                              Mean      N
                                                        25   75
Q38a. Importance of Stanford
                                                                                       4.58      309
telephone number




    See
                 37. Other telephony device rated for importance to work requirements with the next one
  Appendix       to two years.
     A


MOR Associates, Inc.
            Stanford Information Technology Services 2010 Client Survey • Telecommunications Services | 79


Q36a   Desk phone
         Mean    NI-1        2     3     4     5     VI-6 Count Std. Dev. 95% CI+-
All       4.05   18%       10%    8%   12%   17%     35%    438      1.92     0.18
F         4.42    9%       13%    6%   10%   22%     40%    156      1.74     0.27
G         3.11   32%        7%   15%   20%   18%      9%     82      1.75     0.38
U         2.26   47%       21%    6%   15%    6%      4%     47      1.54     0.44
A         4.73   10%        6%    7%    8%   14%     54%    153      1.74     0.28



Q36b   A WiFi VoIP phone that works only on campus
         Mean    NI-1        2     3     4     5     VI-6 Count Std. Dev. 95% CI+-
All       2.75   39%       14%   13%   11%   13%     10%    344      1.79     0.19
F         2.46   42%       19%   14%    9%   10%      6%    125      1.63     0.29
G         3.07   33%       11%   12%   15%   18%     11%     73      1.82     0.42
U         2.59   39%       12%   20%   17%    5%      7%     41      1.61     0.49
A         2.94   40%       11%   10%    9%   14%     16%    105      1.97     0.38



Q36c   Cell phone
         Mean    NI-1       2     3      4     5     VI-6 Count Std. Dev. 95% CI+-
All       4.96    9%       3%    4%     9%   16%     58%    443      1.60     0.15
F         5.03    8%       1%    5%    11%   15%     60%    149      1.51     0.24
G         5.01    8%       2%    6%     6%   22%     56%     89      1.53     0.32
U         5.38    5%       0%    2%    11%   13%     70%     64      1.23     0.30
A         4.67   13%       6%    2%     9%   16%     53%    141      1.83     0.30



Q36d   Smart Phone device (e.g., iPhone, Windows Mobile Device, BlackBerry, etc.)
         Mean    NI-1       2     3      4     5     VI-6 Count Std. Dev. 95% CI+-
All       4.83   11%       4%    4%    11%   16%     55%    428      1.69     0.16
F         5.06    8%       2%    5%     9%   11%     65%    142      1.58     0.26
G         4.46   13%       5%    5%    17%   21%     39%     84      1.74     0.37
U         5.00    8%       3%    2%    13%   16%     58%     62      1.55     0.39
A         4.74   14%       4%    3%     7%   19%     54%    140      1.80     0.30



Q36e   Other telephony device
         Mean       NI-1    2     3      4    5  VI-6 Count Std. Dev. 95% CI+-
All       5.60       0%    0%    0%    10% 20% 70%       10      0.70     0.43
F         5.25       0%    0%    0%    25% 25% 50%        4      0.96     0.94
G         5.00       0%    0%    0%     0% 100%   0%      1         -        -
U         6.00       0%    0%    0%     0%   0% 100%      1         -        -
A         6.00       0%    0%    0%     0%   0% 100%      4      0.00        -



Q38a   Importance of Stanford telephone number
         Mean    NI-1       2     3      4     5     VI-6 Count Std. Dev. 95% CI+-
All       4.58   13%       6%    6%    11%   13%     51%    309      1.82     0.20
F         4.55   12%       6%    8%    12%   12%     50%    161      1.80     0.28
A         4.61   14%       7%    3%     9%   15%     52%    148      1.84     0.30




                                                                                         MOR Associates, Inc.
80 | Telecommunications Services • Stanford Information Technology Services 2010 Client Survey




Importance of Having Specified Functionality
on Desk Phones, Cell Phones or Other Mobile Devices                                    Mean      N
                                                         18   82

Q39a. Email                                                                            4.87      477

                                                         26   74

Q39d. Calendar                                                                         4.48      477

                                                         33   67

Q39b. Stanford Directory                                                               4.04      473

                                 F
                                 G
                                 U
                                 A
                                                         52   48

Q39c. Class schedules                                                                  3.20      442

                                                          8   92
Q39e. Other item available on
desk phone, cell phone, or other                                                       5.48      25
mobile device




    See
                 Q40. Other functionalities rated for importance for desk phones, cell phones or mobile
  Appendix       devices.
     A


MOR Associates, Inc.
            Stanford Information Technology Services 2010 Client Survey • Telecommunications Services | 81


Q39a   Email
         Mean     NI-1       2    3      4     5     VI-6 Count Std. Dev. 95% CI+-
All       4.87    10%       4%   5%    10%   14%     58%    477      1.68     0.15
F         4.70    13%       4%   5%    10%    9%     58%    156      1.84     0.29
G         4.74     9%       3%   5%    17%   18%     47%     92      1.58     0.32
U         5.04     5%       4%   7%     7%   20%     57%     75      1.47     0.33
A         5.04    10%       3%   3%     6%   13%     65%    154      1.65     0.26



Q39b   Stanford Directory
         Mean     NI-1     2       3     4     5     VI-6 Count Std. Dev. 95% CI+-
All       4.04    15%    10%      8%   19%   19%     28%    473      1.77     0.16
F         3.69    19%    13%      8%   21%   20%     19%    156      1.78     0.28
G         3.85    13%    11%     11%   29%   15%     21%     92      1.64     0.34
U         3.81    10%    16%     13%   19%   28%     14%     69      1.59     0.38
A         4.60    13%     4%      4%   12%   17%     48%    156      1.79     0.28



Q39c   Class schedules
         Mean     NI-1     2       3     4     5     VI-6 Count Std. Dev. 95% CI+-
All       3.20    30%    14%      8%   17%   14%     17%    442      1.88     0.17
F         2.73    35%    20%     10%   17%    9%      9%    150      1.69     0.27
G         3.90    14%     9%     12%   23%   21%     21%     91      1.68     0.35
U         4.25     5%    15%      8%   22%   19%     30%     73      1.60     0.37
A         2.65    51%     9%      4%   11%   10%     15%    128      1.97     0.34



Q39d   Calendar
         Mean     NI-1       2     3     4     5     VI-6 Count Std. Dev. 95% CI+-
All       4.48    14%       5%    7%   10%   19%     45%    477      1.82     0.16
F         4.23    21%       6%    6%   10%   10%     47%    155      2.03     0.32
G         4.27    12%       4%   12%   18%   25%     29%     93      1.65     0.34
U         4.53     9%       7%    9%    9%   27%     39%     75      1.66     0.38
A         4.83    12%       3%    5%    5%   21%     55%    154      1.73     0.27



Q39e   Other item available on desk phone, cell phone, or other mobile device
         Mean     NI-1       2    3      4     5  VI-6 Count Std. Dev. 95% CI+-
All       5.48     8%       0%   0%     0%   12% 80%      25      1.39     0.54
F         5.25    13%       0%   0%     0%   13% 75%       8      1.75     1.21
G         4.83    17%       0%   0%     0%   33% 50%       6      1.94     1.55
U         6.00     0%       0%   0%     0%    0% 100%      2      0.00        -
A         6.00     0%       0%   0%     0%    0% 100%      9      0.00        -




                                                                                         MOR Associates, Inc.
82 | Telecommunications Services • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Remote Access | 83




                     Remote Access




                                                               MOR Associates, Inc.
                                                       18    82
84 | Remote Access • Stanford Information Technology Services 2010 Client Survey
Q34c. Telecommunications
                                                                                   4.41   165
billing system/statements



Satisfaction with Specified Remote Access Connections
to Stanford's Computing Resources                                                  Mean   N
                                                       12    88
Q41a. Using broadband service
from another provider at home                                                      4.73   373
(e.g., Comcast, AT&T)
Q41b. Using on-site Internet                           13    87
services when traveling within
                                                                                   4.59   361
the United States (e.g., hotel,
Internet cafe, aircard)
                                                       18    82
Q41d. Using Stanford's VPN
                                                                                   4.50   206
(Virtual Private Network) service

Q41c. Using on-site Internet                           26    74
services when traveling
                                                                                   4.24   187
internationally (e.g., hotel,
Internet cafe, aircard)
                                  F
                                  A




MOR Associates, Inc.
                            Stanford Information Technology Services 2010 Client Survey • Remote Access | 85


Q41a   Using broadband service from another provider at home (e.g., Comcast, AT&T)
         Mean      VD      D      SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.73     2%     3%      7%    19%    46%    23%   373      1.11     0.11
F         4.61     4%     4%      6%    22%    44%    20%   138      1.19     0.20
G         4.68     2%     2%      6%    25%    49%    17%    53      1.01     0.27
U         4.74     0%     2%      6%    23%    57%    13%    53      0.84     0.22
A         4.88     2%     3%      9%    12%    43%    32%   129      1.14     0.20



       Using on-site Internet services when traveling within the United States (e.g.,
Q41b
       hotel, Internet cafe, aircard)
         Mean       VD        D     SD   SS      S     VS Count Std. Dev. 95% CI+-
All       4.59      2%      3%     8% 25% 45% 17%              361       1.09         0.11
F         4.38      4%      3% 11% 27% 41% 13%                 150       1.19         0.19
G         4.74      0%      1%     4% 29% 49% 16%               69       0.83         0.20
U         4.78      0%      0%     6% 24% 56% 14%               50       0.76         0.21
A         4.72      2%      4%     7% 20% 41% 26%               92       1.18         0.24



       Using on-site Internet services when traveling internationally (e.g., hotel,
Q41c
       Internet cafe, aircard)
          Mean      VD       D    SD     SS      S      VS Count Std. Dev. 95% CI+-
All        4.24     5%      6% 14% 24% 33% 17%                 187         1.36     0.19
F          4.05    6%       6% 19% 26% 32% 12%                 129         1.34     0.23
A          4.66    3%       7%    5% 19% 36% 29%                58         1.33     0.34



Q41d   Using Stanford's VPN (Virtual Private Network) service
         Mean      VD      D     SD      SS      S     VS Count Std. Dev. 95% CI+-
All       4.50     4%     3%    11%     22%    41%    19%   206      1.25     0.17
F         4.10    10%     4%    14%     19%    47%     7%    73      1.39     0.32
G         4.65     0%     0%    10%     35%    35%    20%    40      0.92     0.29
U         4.89     0%     0%     5%     26%    42%    26%    19      0.88     0.39
A         4.72     3%     4%     9%     16%    38%    30%    74      1.26     0.29




                                                                                             MOR Associates, Inc.
86 | Remote Access • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Mobile Devices | 87




                  Mobile Devices




                                                                MOR Associates, Inc.
88 | Mobile Devices • Stanford Information Technology Services 2010 Client Survey


                                Q42. Percent of All Respondents Who Use
                                Mobile Devices for Work or Study, n=521

 100%

  80%

  60%

  40%

  20%

   0%
                                      Other
                                                                          Palm
           Uses at                     cell                                                       Palm
                           iPod or                               Other   device
          least one                  phone                                                       device
                            other                     Kindle or mobile running Windows
            mobile                    with     Black-                                   Android running
                    iPhone portable                   other e- device Palm OS Mobile
            device                  Internet   Berry                                    device webOS
                            media                      reader for work (e.g.,    device
           for work                  access                                                       (e.g.,
                            player                              or study Treo,
           or study                 capabil-                                                       Pre)
                                                                         Centro)
                                      ities
      F     76%        44%   15%      7%        8%      13%      4%      4%       2%      4%       4%
      G     70%        27%   26%      12%       5%      2%       9%      1%       6%      2%       1%
      U     71%        28%   32%      11%      11%      4%       2%      0%       0%      2%       0%
      A     69%        36%   17%      10%      11%      4%       2%      5%       3%      1%       1%




    See
  Appendix        42. Other mobile device used for work or study.
     A


MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Software | 89




                                       Software




                                                          MOR Associates, Inc.
90 | Software • Stanford Information Technology Services 2010 Client Survey




Satisfaction with Aspects of Free Software Available at the ESS Site          Mean   N
                                                         9   91
Q43b. Ease of downloading and
                                                                              4.91   364
installing software

Q43c. Helpfulness of Stanford-                          10   90
specific software
                                                                              4.74   340
installation/configuration
documentation
                                                        14   86
Q43a. Available selection of
                                                                              4.60   360
software

                                 F
                                 G
                                 U
                                 A




MOR Associates, Inc.
                                 Stanford Information Technology Services 2010 Client Survey • Software | 91


Q43a   Available selection of software
         Mean      VD      D     SD       SS     S    VS Count Std. Dev. 95% CI+-
All       4.60     1%     3%     9%      25%   43%   18%   360      1.06     0.11
F         4.58     2%     3%     8%      27%   44%   17%   127      1.06     0.18
G         4.49     1%     2%    14%      24%   47%   12%    92      1.02     0.21
U         4.26     2%    10%    12%      31%   26%   19%    42      1.31     0.40
A         4.87     0%     2%     6%      20%   46%   25%    99      0.93     0.18



Q43b   Ease of downloading and installing software
         Mean      VD      D     SD       SS     S    VS Count Std. Dev. 95% CI+-
All       4.91     1%     2%     6%      16%   46%   29%   364      1.00     0.10
F         4.94     1%     3%     2%      19%   46%   29%   125      0.98     0.17
G         4.82     0%     1%    12%      14%   50%   23%    92      0.96     0.20
U         4.67     4%     0%     4%      29%   40%   22%    45      1.15     0.34
A         5.06     0%     2%     8%      10%   43%   37%   102      0.98     0.19



       Helpfulness of Stanford-specific software installation/configuration
Q43c
       documentation
         Mean     VD       D     SD      SS      S      VS Count Std. Dev. 95% CI+-
All       4.74    2%      2%     6% 24% 43% 23%                340        1.05 0.11
F         4.66    3%      2%    5% 27% 39% 23%                 122        1.16 0.21
G         4.70    0%      2%    8% 24% 48% 17%                  87        0.93 0.20
U         4.53    5%      0%    5% 37% 32% 21%                  38        1.20 0.38
A         4.98    0%      2%    5% 15% 47% 30%                  93        0.93 0.19




                                                                                           MOR Associates, Inc.
92 | Software • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Security | 93




                                         Security




                                                          MOR Associates, Inc.
94 | Security • Stanford Information Technology Services 2010 Client Survey




Satisfaction with Security Software Elements                                  Mean   N
                                                          8   92
Q44d. Timeliness of security
                                                                              4.81   292
software updates

                                  F
                                  G
                                  U
                                  A
                                                         14   86

Q44c. Sophos Anti-virus                                                       4.69   304


                                  F
                                  G
                                  U
                                  A
                                                         20   80

Q44a. BigFix                                                                  4.31   219


                                  F
                                  G
                                  U
                                  A
                                                         20   80
Q44b. Stanford's Security Self-
                                                                              4.27   204
Help Tool

                                  F
                                  G
                                  U
                                  A




MOR Associates, Inc.
                                  Stanford Information Technology Services 2010 Client Survey • Security | 95


Q44a   BigFix
         Mean     VD        D    SD     SS     S    VS Count Std. Dev. 95% CI+-
All       4.31    6%       5%    8%    26%   40%   14%   219      1.32     0.17
F         4.18    9%       5%    6%    31%   34%   14%    77      1.41     0.32
G         4.22    5%       8%    9%    26%   45%    8%    65      1.24     0.30
U         3.85   12%       8%   12%    31%   31%    8%    26      1.46     0.56
A         4.86    2%       0%    8%    16%   49%   25%    51      1.02     0.28



Q44b   Stanford's Security Self-Help Tool
         Mean     VD      D      SD     SS     S    VS Count Std. Dev. 95% CI+-
All       4.27    4%     6%      9%    30%   39%   11%   204      1.21     0.17
F         4.32    3%     6%      8%    31%   43%    9%    65      1.15     0.28
G         4.27    3%     6%      8%    36%   38%    9%    66      1.13     0.27
U         3.71   10%    16%     10%    29%   29%    6%    31      1.47     0.52
A         4.60    2%     0%     14%    21%   43%   19%    42      1.11     0.33



Q44c   Sophos Anti-virus
         Mean     VD        D    SD     SS     S    VS Count Std. Dev. 95% CI+-
All       4.69    3%       3%    8%    20%   39%   27%   304      1.23     0.14
F         4.67    3%       4%    7%    18%   41%   26%   116      1.25     0.23
G         4.71    1%       5%    7%    17%   47%   23%    75      1.14     0.26
U         4.21    8%       3%   13%    32%   26%   18%    38      1.40     0.44
A         4.95    3%       0%    7%    19%   35%   37%    75      1.13     0.25



Q44d   Timeliness of security software updates
         Mean     VD        D    SD     SS     S    VS Count Std. Dev. 95% CI+-
All       4.81    1%       1%    5%    22%   48%   23%   292      0.98     0.11
F         4.77    1%       3%    5%    22%   49%   21%   111      0.99     0.18
G         4.78    0%       1%    1%    30%   52%   15%    67      0.78     0.19
U         4.34    9%       0%    3%    34%   41%   13%    32      1.31     0.45
A         5.09    0%       0%    9%    10%   46%   35%    82      0.89     0.19




                                                                                            MOR Associates, Inc.
96 | Security • Stanford Information Technology Services 2010 Client Survey




Satisfaction with Specified Tools Provided
by Stanford to Enhance Data Security                                          Mean   N
                                                          6   94
Q46a. Stanford tools to securely
access University systems and                                                 4.88   392
applications
                                                          6   94
Q46b. Stanford tools to protect
the information/data that resides                                             4.83   345
on your desktop/laptop
                                                         11   89
Q46c. Stanford tools to securely
store data and documents in a                                                 4.70   290
central location
                                 F
                                 G
                                 U
                                 A
                                                         13   87
Q46d. Stanford tools to securely
send and receive restricted data                                              4.64   302
via email

For All Clients,
Satisfaction with Specified Features
of Stanford's Central Web Hosting Service                                     Mean   N
                                                          4   96
Q47b. Web hosting availability
                                                                              4.99   361
(up-time)

                                                          6   94
Q47a. Web hosting speed (page
                                                                              4.89   362
loading time)

                                                          8   92
Q47c. Web Forms Service
                                                                              4.77   135
(formbuilder.stanford.edu)




MOR Associates, Inc.
                                  Stanford Information Technology Services 2010 Client Survey • Security | 97


Q46a   Stanford tools to securely access University systems and applications
         Mean      VD      D     SD     SS      S      VS Count Std. Dev. 95% CI+-
All       4.88     1%     2%     3%    17%    59%     19%   392      0.85     0.08
F         4.79     0%     3%     6%    17%    55%     18%   126      0.93     0.16
G         4.86     0%     1%     1%    20%    65%     12%    81      0.68     0.15
U         4.74     4%     0%     4%    21%    56%     16%    57      1.01     0.26
A         5.05     0%     2%     2%    12%    61%     24%   128      0.75     0.13



       Stanford tools to protect the information/data that resides on your
Q46b
       desktop/laptop
         Mean      VD       D     SD      SS      S     VS Count Std. Dev. 95% CI+-
All       4.83     1%     2%      3% 19% 57% 18%                345      0.90  0.10
F         4.67     0%     5%      6% 19% 55% 14%                114      0.97  0.18
G         4.81     1%     0%      3% 19% 64% 12%                 67      0.80  0.19
U         4.77     5%     0%      2% 16% 61% 16%                 44      1.05  0.31
A         5.01     1%     0%      2% 18% 53% 26%                120      0.80  0.14



Q46c   Stanford tools to securely store data and documents in a central location
         Mean      VD      D     SD     SS      S      VS Count Std. Dev. 95% CI+-
All       4.70     2%     4%     5%    20%    50%     19%   290      1.07     0.12
F         4.32     4%    11%     8%    19%    46%     13%    85      1.31     0.28
G         4.72     0%     3%     5%    27%    48%     17%    64      0.92     0.22
U         4.60     3%     0%     8%    25%    55%     10%    40      0.96     0.30
A         5.04     1%     1%     1%    16%    52%     29%   101      0.86     0.17



Q46d   Stanford tools to securely send and receive restricted data via email
         Mean      VD      D     SD     SS      S      VS Count Std. Dev. 95% CI+-
All       4.64     3%     4%     6%    17%    53%     17%   302      1.14     0.13
F         4.37     3%     9%     7%    20%    49%     11%    87      1.26     0.26
G         4.73     1%     4%     3%    18%    57%     16%    67      1.02     0.25
U         4.68     2%     2%     7%    15%    59%     15%    41      1.06     0.32
A         4.78     4%     1%     6%    16%    51%     22%   107      1.12     0.21




                                                                                            MOR Associates, Inc.
98 | Security • Stanford Information Technology Services 2010 Client Survey


                              Q45. Percent of All Respondents Following
                        Specified Preventive Secuity Measures Regularly, n=521

 100%

  80%

  60%

  40%

  20%

   0%
                                             Operating
                     Anti-virus/                       Application           Anti-virus/             Don't
                                  Password system
          Follows at spyware                            software Passwords      anti-    Passwords know, IT
                                 is required updates
          least one software                            updates      are      spyware changed       support
                                   to start/    are
          measure updates                               installed complicate scanning every six staff set
                                   wake up installed
           regularly automat-                             when        d      is turned    months      my
                                  computer automat-
                       ically                           available                on                measures
                                               ically
      F      80%       73%        55%        63%        60%        51%        51%        30%        14%
      G      90%       81%        48%        54%        46%        42%        46%        3%         2%
      U      68%       51%        42%        38%        41%        34%        28%        7%         11%
      A      66%       61%        66%        48%        45%        51%        40%        29%        29%




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Web Services | 99




                         Web Services




                                                              MOR Associates, Inc.
                                                                13      87
Q46d. Stanford tools to securely
100 | and receive restricted data
send Web Services • Stanford Information Technology Services 2010 Client Survey        4.64   302
via email

For All Clients,
Satisfaction with Specified Features
of Stanford's Central Web Hosting Service                                              Mean   N
                                                                 4      96
Q47b. Web hosting availability
                                                                                       4.99   361
(up-time)

                                                                 6      94
Q47a. Web hosting speed (page
                                                                                       4.89   362
loading time)

                                                                 8      92
Q47c. Web Forms Service
                                                                                       4.77   135
(formbuilder.stanford.edu)




         Would you use IT Services' Forsythe Data Center to host your research
Q4       computing hardware if the costs were comparable to hosting it locally in
         your School or lab?
                                    Don't
                           currently host
           Already host         research
                 with IT      computing
               Services        hardware           Yes             No          Count
F                    2%              56%          19%            24%            167



         If you host or maintain a Stanford web site, which of the following is your
Q48
         primary hosting provider?
             Stanford's                        An 0ff- I do not host
            central web           Local      campus or maintain a
                hosting      department       hosting Stanford web
               services       resources      provider            site         Count
All                 23%            16%            1%            60%             462
F                   28%            28%            1%            43%             142
G                   28%            14%            1%            57%              95
U                   15%             0%            1%            84%              75
A                   19%            15%            1%            66%             150


MOR Associates, Inc.
                            Stanford Information Technology Services 2010 Client Survey • Web Services | 101


Q47a   Web hosting speed (page loading time)
         Mean      VD      D     SD     SS       S     VS Count Std. Dev. 95% CI+-
All       4.89     1%     2%     3%    21%     49%    24%   362      0.90     0.09
F         4.88     0%     2%     3%    23%     50%    22%   107      0.85     0.16
G         4.98     0%     1%     1%    19%     56%    23%    84      0.76     0.16
U         4.68     4%     2%     4%    23%     51%    18%    57      1.09     0.28
A         4.94     0%     2%     5%    20%     43%    30%   114      0.93     0.17



Q47b   Web hosting availability (up-time)
         Mean      VD      D     SD     SS       S     VS Count Std. Dev. 95% CI+-
All       4.99     1%     1%     3%    16%     53%    27%   361      0.85     0.09
F         4.96     0%     2%     4%    19%     47%    28%   106      0.89     0.17
G         5.04     0%     1%     1%    15%     58%    25%    85      0.75     0.16
U         4.79     4%     2%     2%    18%     56%    19%    57      1.06     0.28
A         5.09     0%     0%     4%    14%     52%    30%   113      0.76     0.14



Q47c   Web Forms Service (formbuilder.stanford.edu)
         Mean      VD      D     SD     SS       S     VS Count Std. Dev. 95% CI+-
All       4.77     2%     2%     4%    19%     53%    19%   135      1.02     0.17
F         4.61     3%     6%     3%    25%     44%    19%    36      1.18     0.38
G         4.76     0%     3%     3%    24%     58%    13%    38      0.82     0.26
U         4.77     5%     0%     5%    14%     59%    18%    22      1.11     0.46
A         4.92     3%     0%     5%    13%     54%    26%    39      1.01     0.32




                                                                                           MOR Associates, Inc.
102 | Web Services • Stanford Information Technology Services 2010 Client Survey


For Clients Who Host or Maintain a Stanford Web Site,
Satisfaction with Specified Features
of Stanford's Central Web Hosting Service                                            Mean        N
                                                         0   100
Q49a. Web hosting: Restricting
                                                                                      5.18   66
access via WebAuth

                                                         9   91
Q49b. Web hosting: Ease of
setup and maintenance of web                                                          4.84   74
pages
                                                         8   92
Q49c. Web hosting: Ease of
managing your web content in                                                          4.80   66
AFS
Q49e. Web hosting: Installer and                        13   87
upgrade tools for Drupal,
                                                                                      4.78   23
WordPress, and MediaWiki
(collaboration tools)
                                                         9   91
Q49d. Web hosting: CGI (ability
to run scripts and web                                                                4.69   32
applications)
                                                        22   78
Q49f. Web hosting: Databases
for groups and departments                                                            4.44       9
(MySQL)




    See
  Appendix       50. How can we change any of the features (in Q49) to better meet your needs?
     A


MOR Associates, Inc.
                            Stanford Information Technology Services 2010 Client Survey • Web Services | 103


Q49a   Web hosting: Restricting access via WebAuth
         Mean     VD       D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       5.18    0%      0%     0%     9%    64%    27%    66      0.58     0.14
F         5.22    0%      0%     0%     9%    61%    30%    23      0.60     0.25
G         5.06    0%      0%     0%    11%    72%    17%    18      0.54     0.25
U         5.11    0%      0%     0%    22%    44%    33%     9      0.78     0.51
A         5.31    0%      0%     0%     0%    69%    31%    16      0.48     0.23



Q49b   Web hosting: Ease of setup and maintenance of web pages
         Mean     VD       D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.84    0%      1%     8%    16%    54%    20%    74      0.89     0.20
F         4.52    0%      3%    17%    17%    48%    14%    29      1.06     0.38
G         5.09    0%      0%     0%    17%    57%    26%    23      0.67     0.27
U         5.00    0%      0%     0%    25%    50%    25%     8      0.76     0.52
A         5.00    0%      0%     7%     7%    64%    21%    14      0.78     0.41



Q49c   Web hosting: Ease of managing your web content in AFS
         Mean     VD       D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.80    2%      0%     6%    24%    45%    23%    66      0.96     0.23
F         4.48    4%      0%    12%    28%    40%    16%    25      1.16     0.45
G         5.05    0%      0%     0%    24%    48%    29%    21      0.74     0.32
U         5.00    0%      0%     0%    25%    50%    25%     8      0.76     0.52
A         4.92    0%      0%     8%    17%    50%    25%    12      0.90     0.51



Q49d   Web hosting: CGI (ability to run scripts and web applications)
         Mean     VD       D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.69    0%      6%     3%    28%    41%    22%    32      1.06     0.37
F         4.33    0%     11%     0%    44%    33%    11%     9      1.12     0.73
G         4.85    0%      0%     8%    23%    46%    23%    13      0.90     0.49
U         4.50    0%     17%     0%    17%    50%    17%     6      1.38     1.10
A         5.25    0%      0%     0%    25%    25%    50%     4      0.96     0.94



       Web hosting: Installer and upgrade tools for Drupal, WordPress, and MediaWiki
Q49e
       (collaboration tools)
         Mean       VD       D   SD     SS       S     VS Count Std. Dev. 95% CI+-
All        4.78     0%     0% 13% 17% 48% 22%                  23       0.95     0.39
F          4.43    0%      0% 29% 14% 43% 14%                   7       1.13     0.84
G          5.00    0%      0%    0% 33% 33% 33%                 9       0.87     0.57
U          4.50    0%      0% 25%      0% 75%         0%        4       1.00     0.98
A          5.33    0%      0%    0%    0% 67% 33%               3       0.58     0.65



Q49f   Web hosting: Databases for groups and departments (MySQL)
         Mean     VD       D     SD     SS      S     VS Count Std. Dev. 95% CI+-
All       4.44    0%      0%    22%    22%    44%    11%     9      1.01     0.66
F         4.57    0%      0%    14%    29%    43%    14%     7      0.98     0.72
A         4.00    0%      0%    50%     0%    50%     0%     2      1.41     1.96




                                                                                           MOR Associates, Inc.
Likelihood of Backing Up to a Central Server Instead of One's Computer                         N
                                                        17   83
104 | Web Services • backup Information Technology Services 2010 Client Survey
Q18a. Central server Stanford
                                                                                              466
likelihood

For People Whose Primary Hosting Provider Was a Local Department
Resource, Likelihood of Using Stanford'sCentral Web Hosting If It Had
the Same Features and Advantages of Local Department Resources                                 N
Q52a. Likelihood of using                               30   70
Stanford's central web hosting if
                                                                                               52
it was comparable to local
department resources



For People Whose Primary Hosting Provider Was an Off-Campus
Provider, Likelihood of Using Stanford'sCentral Web Hosting If It Had the
Same Features and Advantages of Off-Campus Providers                                           N
Q54a. Likelihood of using                               25   75
Stanford's central web hosting if
                                                                                               4
it was comparable to off-campus
providers


Likelihood of Using Specified
New Central Web Infrastructure Capabilities                                                    N
Q56a. One web control panel for                         22   78
activating/managing your web
sites and their features (such as                                                             123
access restrictions, CGI, blogs,
and group MySQL databases)
                                                        23   77
Q56d. A way to manage
WebAuth permissions through a                                                                 118
web interface
                                                        33   67
Q56b. Ability to run Java web
                                                                                              112
applications

                                                        36   64
Q56e. MySQL service for
individuals (faculty, students and                                                             93
staff)
                                                        38   62
Q56f. A better web interface to
                                                                                               93
the MySQL database server

                                                        56   44
                51. What
Q56c. Ability to run webfeatures or advantages do you gain from local department resources that are
                not available on Stanford’s central web hosting service?
applications on a Windows stack                                                                93
(IIS, See MS SQL Server)
      .Net,
                53. What features or advantages do you gain from off-campus providers that are not
  Appendix available on Stanford’s central web hosting service?
                                                          0    100
       A
Q56g. Other new central web
                                                                                                3
infrastructure capabilities IT Services determine if we can provide a competetive service, would you tell
                55. To help
                us the monthly rate you are paying for your hosting service?


MOR Associates, Inc.
                            Stanford Information Technology Services 2010 Client Survey • Web Services | 105


       Likelihood of using Stanford's central web hosting if it was comparable
Q52a
       to local department resources
                                      Neither
            Highly                 Likely Nor                    Highly
           Unlikely     Unlikely     Unlikely       Likely       Likely Count
All             8%          13%          17%          44%          17%     52
F               6%          13%          25%          50%           6%     32
G               0%          18%           9%          36%          36%     11
A              22%          11%           0%          33%          33%      9



       Likelihood of using Stanford's central web hosting if it was comparable
Q54a
       to off-campus providers
                                      Neither
            Highly                 Likely Nor                    Highly
           Unlikely     Unlikely     Unlikely       Likely       Likely Count
All             0%           0%          50%          25%          25%      4
F               0%           0%           0%        100%            0%      1
G               0%           0%         100%           0%           0%      1
U               0%           0%           0%           0%         100%      1
A               0%           0%         100%           0%           0%      1



       One web control panel for activating/managing your web sites and their
Q56a   features (such as access restrictions, CGI, blogs, and group MySQL
       databases)
                                      Neither
            Highly                 Likely Nor                    Highly
           Unlikely     Unlikely     Unlikely       Likely       Likely Count
All             7%           7%          16%          40%          30%    123
F               9%           9%          19%          40%          23%     57
G               3%           6%          18%          42%          30%     33
U               0%          13%           0%          50%          38%      8
A               8%           4%          12%          32%          44%     25



Q56b   Ability to run Java web applications
                                      Neither
            Highly                 Likely Nor                    Highly
           Unlikely     Unlikely     Unlikely       Likely       Likely Count
All             9%          13%          21%          34%          22%    112
F              12%          12%          25%          37%          14%     51
G               6%          21%          18%          24%          30%     33
U              13%          13%          38%          13%          25%      8
A               5%           5%          10%          50%          30%     20




                                                                                           MOR Associates, Inc.
Q54a. Likelihood of using                              25    75
106 | Web central web hosting Information Technology Services 2010 Client Survey
Stanford's Services • Stanford if
                                                                                              4
it was comparable to off-campus
providers


Likelihood of Using Specified
New Central Web Infrastructure Capabilities                                                   N
Q56a. One web control panel for                           22    78
activating/managing your web
sites and their features (such as                                                             123
access restrictions, CGI, blogs,
and group MySQL databases)
                                                          23    77
Q56d. A way to manage
WebAuth permissions through a                                                                 118
web interface
                                                          33    67
Q56b. Ability to run Java web
                                                                                              112
applications

                                                          36    64
Q56e. MySQL service for
individuals (faculty, students and                                                            93
staff)
                                                          38    62
Q56f. A better web interface to
                                                                                              93
the MySQL database server

                                                          56    44
Q56c. Ability to run web
applications on a Windows stack                                                               93
(IIS, .Net, MS SQL Server)
                                                           0    100
Q56g. Other new central web
                                                                                              3
infrastructure capabilities




    See
  Appendix       57. Other new web infrastructure capabilities rated for likelihood of use.
     A


MOR Associates, Inc.
G               0%           0%           100%         0%            0%           1
U               0%           0%             0%         0%          100%           1
A               0%          Stanford
                             0%        Information Technology
                                          100%         0%       Services
                                                                     0%    2010   Client
                                                                                  1        Survey • Web Services | 107


       One web control panel for activating/managing your web sites and their
Q56a   features (such as access restrictions, CGI, blogs, and group MySQL
       databases)
                                       Neither
            Highly                  Likely Nor                       Highly
           Unlikely     Unlikely      Unlikely       Likely          Likely Count
All             7%           7%           16%          40%             30%    123
F               9%           9%           19%          40%             23%     57
G               3%           6%           18%          42%             30%     33
U               0%          13%            0%          50%             38%      8
A               8%           4%           12%          32%             44%     25



Q56b   Ability to run Java web applications
                                       Neither
            Highly                  Likely Nor                       Highly
           Unlikely     Unlikely      Unlikely       Likely          Likely Count
All             9%          13%           21%          34%             22%    112
F              12%          12%           25%          37%             14%     51
G               6%          21%           18%          24%             30%     33
U              13%          13%           38%          13%             25%      8
A               5%           5%           10%          50%             30%     20



Q56c   Ability to run web applications on a Windows stack (IIS, .Net, MS SQL Server)
                                       Neither
            Highly                  Likely Nor                       Highly
           Unlikely     Unlikely      Unlikely       Likely          Likely Count
All            25%          23%           17%          25%             11%     93
F              31%          21%           26%          17%              5%     42
G              17%          30%            7%          30%             17%     30
U              14%          14%           14%          43%             14%      7
A              29%          14%           14%          29%             14%     14



Q56d   A way to manage WebAuth permissions through a web interface
                                       Neither
            Highly                  Likely Nor                       Highly
           Unlikely     Unlikely      Unlikely       Likely          Likely Count
All             8%           7%           17%          40%             29%    118
F              12%           8%           21%          37%             23%     52
G               3%           9%           15%          47%             26%     34
U               0%          13%           13%          38%             38%      8
A               8%           0%           13%          38%             42%     24



Q56e   MySQL service for individuals (faculty, students and staff)
                                       Neither
            Highly                  Likely Nor                       Highly
           Unlikely     Unlikely      Unlikely       Likely          Likely Count
All            12%          17%           14%          31%             26%     93
F              15%          18%           20%          30%             18%     40
G              10%          17%            7%          37%             30%     30
U               0%          14%           14%          29%             43%      7
A              13%          19%           13%          25%             31%     16



Q56f   A better web interface to the MySQL database server
                                       Neither                                                        MOR Associates, Inc.
            Highly                  Likely Nor                       Highly
           Unlikely     Unlikely      Unlikely       Likely          Likely Count
All            11%          19%           15%          32%             23%     93
G              10%          17%           7%           37%     30%      30
U               0%          14%          14%           29%     43%       7
A              13%          19%          13%           25%     31%      16



Q56f   A better web interface to the MySQL database server
                                      Neither
            Highly                 Likely Nor                 Highly
           Unlikely     Unlikely     Unlikely        Likely   Likely Count
All            11%          19%          15%           32%      23%     93
F              16%          21%          21%           24%      18%     38
G               7%          20%          10%           40%      23%     30
U               0%          13%          13%           38%      38%      8
A              12%          18%          12%           35%      24%     17



Q56g   Other new central web infrastructure capabilities
                                      Neither
            Highly                 Likely Nor                 Highly
           Unlikely     Unlikely     Unlikely        Likely   Likely Count
All             0%           0%           0%           67%      33%      3
F               0%           0%           0%         100%        0%      1
G               0%           0%           0%         100%        0%      1
A               0%           0%           0%            0%     100%      1
Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-1




                      Appendix A
                  The Full Text of
               Written Comments




                                                                             MOR Associates, Inc.
A-2 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q6 ..Why.wouldn’t.central.hosting.be.attractive?
The.answers.to.this.question.have.been.sorted.by.cohort .
F: Assuming I understand the question, I would prefer to keep my research hardware in my office and lab.
F: Because my research needs specialized hardware not IT is not likely to support
F: Commonality of potential access, lack of firm control over all aspects of computing activities
F: Concerns of confidentiality
F: data security requirements for my data prohibit it from being put on a server.
F: I do not trust Stanford’ staff.
F: I don’t need services to that level.
F: I have my own workstations.
F: I have access to storage at SLAC.
F: I have to have many PCs in my group already, may as well run Matlab on them directly. I have only one small
server, and it might be useful to get rid of that and use the system.
F: I like to be able to work directly with my computer
F: I like to have it in my center for various reasons/
F:	I	work	at	the	VA
F: I work in too many places, don’t always have connection
F: I worry that the su-help system would control customer service and it would be too slow.
F: I would lose close control
F: I would need to know more about it, but generally, the graduate students prefer to keep things under local control
to	control	costs,	to	ensure	quality	control,	and	to	have	rapid	service	with	minimal	administrative	overhead	(taking	
care	of	things	ourselves	is	the	best	way	to	have	rapid	service).
F:	I’d	want	to	find	out	more	first:	I	keep	several	automatic	back-up	systems	(using	Time	Machine),	so	I’m	not	sure	if	I	
need this.
F: I’m not sure how reliable it would be.
F: it is not necessary for my computing needs
F: It would be, but ease of access is better with more comprehensive services like mobile me.
F: It’s very convenient having my research computing services provided by our School IT support.
F: Loss of control.
F: Most of my datasets are small enough to take along, so I can work on them while traveling, in planes and the like.
F: No control over how I want things to run, too cumbersome to call help desk for each problem, too expensive
F: No necessary for the work I do.
F: No need
F: Prefer to manage it locally



MOR Associates, Inc.
              Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-3


F: We don’t really have a lot of computing, just individual PCs, so it makes sense to manage it ourselves.
F: We have a central host at the Bio-X cluster for high performance computing.
F: We have a variety of computers, linux, pcs and macs. In addition we have 5-10 TByte of fmri data and software that
we develop. We have had a lot of issues dealing with students pcs and lab computers. The IT service does not deal
with postdocs and graduate students computers. it also does not deal with macs we have in the lab for psychophysics
experiments. things that would make it better, if the IT services will care about all our computers and not just some
of them. Second, I pay 20% FTE for an IT person to do deal with our unix servers which also back up our data and
restore them when needed. If our lab servers crash no one in my lab can work, and i need instanteous response. Also
in some cases the response time for the IT services has been too long




                                                                                                     MOR Associates, Inc.
A-4 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q7 ..What.is.one.thing.IT.Services.could.do.that.would.make.it.easier.for.you.to.do.
your.research.computing.on.campus?.(Faculty.only)
F:	(1)	Provide	more	reliable	DSL	to	my	house	(I	use	the	Stanford	ISP	service).	It’s	practically	impossible	to	work	from	
home	with	the	current	service,	because	the	DSL	link	fails	and	resets	multiple	times	per	hour.	(2)	Using	Stanford	ISP	
cluster management /cloud computing cycles would be far easier than maintaining a local lab cluster. Progress in that
area would be great.
F: allow image export from hospital pacs to medical school office computer
F: Be able to talk immediately and directly with help personnel
F: Be helpful when a campus computing change occurs, and guiding me to trouble shoot my computer when it is
down or noot respoonding.
F: Be immediately available and reliable.
F: Better facilitate CrashPlan or other back-up and restore service.
F: Better service to help me understand how to get more out of IT
F: come to meet me personally and fast
F: Competitive prices with off-campus providers OR More flexibility than off-campus providers OR More specializa-
tion	than	off-campus	providers	OR	Help	with	long	term	issues	(e.g.	post	project	termination	archiving	etc)
F: Easier access to hosted software from my desktop.
F: Easier to update software
F: Easier use/access of virtual workspaces like those hosted on the medical school intranet. These enable password
protected file sharing from any computer for research purposes including protected health information.
F:	Effectively	administering	large	clusters	with	optimized	user	access	(in	most	schools,	the	admin	is	ineffective	and	
therefore	wait	times	are	long)
F:	Eliminate	Vista
F: Facilitate matching research groups with programmers for projects
F: Free secure, 1TB back-up service.
F:	Hard	to	say.	Having	IT	reps	come	out	to	departments	on	a	regular	basis	(e.g.	Wed	mornings)	is	great.		I	should	
make better use of our rep--writing down minor problems as they occur.
F:	Have	a	staff	member	assigned	on	a	part-time	basis	to	maintain	our	department	website	and	address	hardware	and	
software problems related to East Asian languages.
F: have access to a student data management system
F:	Have	provisions	for	multiple	IT	support	units	to	purchase	shared	software	licenses
F: have technicians who are familiar with image and video softwares, such as photoshop, illustrator, final-cut-pro, etc.
F:	Have	truly	centralized	computer	services	that	take	the	worry	of	maintenance	off	the	PI’s	shoulders.
F:	Having	more	classrooms	equipped	with	IT	technology
F:	Help	support	servers	through	IT	services	instead	of	having	to	separately	contact	the	resource	consulting	group
F:	Help	with	data	bases.


MOR Associates, Inc.
              Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-5


F: I actually don’t have any problems, but my research is not technically demanding.
F: I do not have a need for this service.
F: I don’t do research computing on campus
F: I don’t see the benefit of having IT run my lab hardware
F: I need a lot of video file storage and tools for organizing and accessing it
F: I need help with remote accessing.
F: I refer to hospital IT. It has been impossible to get help with remote access needed for patient care.
F: I think it’s pretty good now
F: Improve connectivity of Stanford internet. I moved to ATT because of slow internet and high transaction costs...
F: Increase storage capacity - improve automated back up systems.
F: inexpensive backup and storage
F: instant support by phone or on-line. That’s always the problem: an at-the-moment problem!
F: interface with EPIC
F: Leverage the buying price of a large organization even if systems are managed independently
F: Link calendar system to iPhone without threat to email.
F: link our fragmented databases, and be more flexible about working with us to link these databases.
F: low cost long term data storage
F: Make consultation about software installation and similar activities far more responsive.
F: Make the costs lower - but see above.
F: Make use free- we can’t bill our sponsors for this
F: More backup options for my network drive, like being able to automatically backup to an external harddrive.
F: More clear information on access and availability would be helpful
F: More instruction on the use of software
F:	My	biggest	concerns	have	to	do	with	syncing	multiple	computers	and	backing	up	work.	Help	on	these	fronts	would	
be appreciated.
F: My needs are met adequately now by computing resources in my department and in Earth Sciences. It doesn’t
really matter who looks after that, to me, at least.
F: My research computing needs would require a fair amount of special attention---I need both a real expert to run it
and I need to be able to customize. I’m skeptical whether an organization of the size and large client population of IT
Services could provide the degree of personalized service I would need.
F: my research is not computationally heavy currently. I would need statistical advise more than heavy computational
service
F: No outstanding needs at this time.
F: none required



                                                                                                       MOR Associates, Inc.
A-6 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


F: nothing comes to mind.
F: Nothing I can think of
F: Personalized assistance with setting up an accessible database
F: Probably would need to work on a shared, duplicative files that may not be fully cost efficient but would provide
some reassurance.
F: Provide a better web-based email client. Zimbra seems worse than Yahoo’s older client.
F: Provide a cheap and easy server solution.
F:	Provide	a	more	seamless	experience	between	the	school	(GSB)	and	central	resources.
F: provide easier access to fast computation for large/complex projects on an as-needed basis
F: Provide easy updates for all sorts of nonsense that the software systems seem to dump on us, e.g. word dox’s where
the	x	means	I	can’t	open	it	(lots	of	student	papers)	and	the	downloading	process	is	a	mess	to	get	the	system	on	my	
computer.
F: Provide immediate response to a variety of computing needs.
F: Provide no cost/low cost easy to use backup services for data, including images.
F:	Provide	one-on-one	“tutoring”	services.		A	hotline/email	service	for	questions	related	to	common	software	(access,	
excel,	etc).
F: provide rapid response to concerns and problems
F: provide regular information on the newest software and hardware innovations for discipline specific users. Thus,
info for computer science would be different from humanities.
F: Provide wireless connectivity throughout campus housing.
F: safe and easy backups!!!
F: Set up Kerberos on my server so that users authenticate with SuNetID, not local logins.
F: Setting up simple to use queueing systems for high performance research computing. Make doing computing on
GPU’s user friendly and accessible.
F: Sponsor and encourage a better email platform. Gmail is inefficient for serious academic exchange.
F: temp access to very large scale computing, i.e. for NextGen sequencing results and their assembly
F: The demands of my research for computing power are pretty simple. I don’t think that my answer would be par-
ticularly informative.
F:	Their	responses	to	my	questions	are	almost	always	attempts	to	just	NOT	DO	ANYTHING.	I	would	just	like	them	to	
be responsive and helpful, rather than evasive and unresponsive.
F: They are open and responsive to my needs.
F: this isn’t applicable to my sort of research, which is all stored on my laptop and backup system -- the latter is
provided	by	the	Dean	of	H&S
F: training on database options and use




MOR Associates, Inc.
                Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-7


Q9 ..Other.social.networking.applications.used
The.answers.to.this.question.have.been.sorted.by.cohort .
F: barely use
F: do not use social networking
F: Geni
F: i have pages on facebook and linkedIn but rarely use them
F: None...and never will
G: I don’t use one.
G: Meebo / Web Forums
G: Orkut
G: Renren
G: Xing
U: surveys suck
A: Blog
A:	Does	StanfordIM	(Pidgin)	count?	Yes.
A: flickr
A: google buzz
A: Google Buzz
A: Google Buzz, chi.mp
A: I don’t use any at all
A: Yahoo mail




                                                                                             MOR Associates, Inc.
A-8 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q17 ..Other.places.where.backing.up.data.today
The.answers.to.this.question.have.been.sorted.by.cohort .
F: Backing up raw data on lab’s server, but server needs to be backed up still.
F:	CrashPlan	provided	by	Dean	of	H&S
F: dedicated mirroring with zfs
F: hard drive
F:	Have	own	system	of	multiple	backups.
F: I thought my files were being back up centrally, somewhere.
F: just got crash plan!
F: lab servers
F: Lab-specific storage space
F: laboratory server
F: local hard drives
F: Locally on a system we pay for. We have no department support on this.
F: multiple computers
F: my own backup hardware
F: no where
F: none on this machine
F: none. I’m hoping that something will be offered soon.
F: On second internal hard drive
F: second PC, and on CArbonite
F: Time Machine at home
F:	U	of	Helsinki	server	in	Finland
F: Unsure if GSB backups are done centrally by IT Services
F: using Crash Plan --- not sure where it is stored.
F:	VA	server
F:	we	have	a	brain	imaging	analysis	center	(BIAC)	that	provides	centralized	storage	and	backup	for	about	10	PIs
G: Dropbox / Subversion / Mercurial
G: dropbox.com
G: email account
G: Lab server
G: microsoft mesh
G: multiple machines


MOR Associates, Inc.
               Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-9


G: Research group backup server
U: email
U:	email/no	backup	(knock	on	wood)
U: I don’t think I have done this considering I don’t know what this means.
A: Checkbox
A: Crashplan
A: I don’t have access to any back-up
A: I have no idea if it is even backed up
A: I’m on Crashplan - not sure if this is a backup system...
A: lab’e own backup system
A: network hd
A: we do use a back up service, but I am not sure which one




                                                                                            MOR Associates, Inc.
A-10 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q20 ..Other.types.of.content.stored.on.AFS
The.answers.to.this.question.have.been.sorted.by.cohort .
F: all course materials
G: audio files
G:	Homework
A: confidential personnel documents - such as performance reviews, bonus requests.




MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-11


Q22 ..What.one.thing.could.IT.Services.do.to.improve.AFS.to.meet.your.needs?
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.satisfaction.with.AFS.overall .
F:	(S)	Declare	it	to	be	the	official	University	file	server	and	promote	it	as	such	to	every	new	staff,	faculty	and	student	
and	sell	it	heavily	(perhaps	in	conjunction	with	an	archiving	service	for	old	materials).		Otherwise,	quickly	pick	
an alternative file server system and do the same with it. The confusion among non-IT users about file service at
Stanford is appalling. The free for all is wasteful and stupid. Most of us will just make bad, divisive choices if left to
choose from a menu of internal, external and local options.
F:	(SS)	Better	mac	and	unix	interfaces	and	integration
F:	(SS)	I	routinely	have	problems	with	permissions	in	AFS.		The	fact	that	the	permission	system	is	mixed	with	the	
Unix permission system makes it too easy to set the wrong permissions and leave files world-readable that should not
be. As a specific example, the archives of class course directories often have default permissions that permit students
who know about the archives to find all kinds of data that I would rather they did not have access to.
F:	(D)	The	OpenAFS	desktop	tool	and	(or?)	the	WebAFS	does	not	work	with	the	CS	deparment’s	AFS,	at	least	when	
I	last	tried	(a	month	or	two	ago).		HelpSU	confirmed	that	it	does	not	currently	work.		AFS	security	is	a	pain.		The	
primary user with whom I want to “share” data is myself, when “myself ” is run by cron. But it’s far too dificult to get
this to happen. Basically, AFS is not my first choice of institutional-grade file system. I have used NFS in organiza-
tions larger than Stanford, and it worked fine. AFS gets in the way.
G:	(VS)	After	using	Fetch	and	CyberDuck	for	years,	I	love	the	AFS	Controller	that	mounts	my	AFS	space	on	my	
desktop. But I feel like it would be even better if I didn’t have to mount it...I’m on a newer Mac, and the Shared loca-
tions browser in the Finder window would be a very convenient place to have my AFS space pop up.
G:	(VS)	Make	it	more	widely	known	that	this	is	available.	I	just	happened	to	stumble	upon	it	but	many	people	don’t	
know about it--at least many of my peers at the graduate level don’t.
G:	(S)	Accessible	through	the	web	and	through	mapped	drive	on	Windows	(if	this	already	exsits,	I	didn’t	know	about	
it).
G:	(S)	Increase	storage	space.
G:	(S)	increase	the	personal	quota	for	storage	size
G:	(S)	More	storage	space.
G:	(S)	please	let	people	know	how	to	download	a	folder
G:	(S)	Provide	easier	web	sharing,	avoiding	need	to	put	things	to	be	shared	in	WWW.
G:	(S)	Sometimes	I	forget	to	renew	credentials	and	the	credential	expires	and	I	temporarily	lose	access	to	the	AFS	
mounted as a network disk. A program might fail if it was trying to read/write to a file on the mounted AFS disk. If
the network identity manager alerts like an hour before it expires, it could be better.
G:	(SS)	file	access	performance	from	sweet	hall	workstations
G:	(SS)	Improve	on	Mac,	make	afs	easier	to	mount.
G:	(SS)	More	space,	especially	for	students	in	areas	like	CS	who	are	more	likely	to	use	it.
G:	(SS)	Simple	face-lift	to	the	AFS	interface	would	make	a	difference	for	me	(as	a	lay-user).
G:	(SD)	A	simpler	integration	into	the	regular	file	management	of	the	operating	system	(mac,	pc,	linux)
G:	(SD)	I	am	interested	in	using	AFS	as	WebDAV	for	thinks	like	Zotero	and	OmniFocus	backup	and	sync.
G:	(VD)	Help	make	the	OS	X	client	suck	less.


                                                                                                         MOR Associates, Inc.
A-12 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


U:	(S)	Automatic	version	control	backups.
U:	(S)	Does	Open	AFS	work	for	Windows	7	yet?
U:	(S)	Implement	AJAX	to	make	the	entire	interface	more	intuitive,	rather	than	radio	buttons.
U:	(SD)	I	often	exceed	the	storage	space.		Increasing	the	amount	we	can	store	would	be	great.
U:	(VD)	make	axess	faster
A:	(S)	Something	that’s	always	connected,	so	I	don’t	have	to	mount	the	drive	each	time	I	want	to	use	it.
A:	(SS)	OpenAFS	is	complicated	to	set	up	on	your	desktop.		If	you	want	others	to	use	it,	it	should	be	set	up	by	IT	or	it	
should already be on the computer for use by faculty and staff.
A:	(SS)	Out	IT	Services	administrator	handles	most	of	the	files	that	are	stored	in	AFS.
A:	(SS)	Support	for	more	advanced	Drupal	performance	tweaks	such	as	php	op-code	cacheing
A:	(NR)	Now	I	am	not	sure	what	AFS	is.	I	use	docushare.




MOR Associates, Inc.
            Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-13


Q27 ..Other.calendaring.tools.used.for.Stanford.work
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.satisfaction.with.the.calendar.tool.
respondents.named .
F:	(VS)	palm	pilot	calendar
F:	(S)	iCalendar	addon	for	Thunderbird
F:	(S)	uptous
F:	(SS)	meeting	maker
F:	(SS)	Mozilla	Sunbird
F:	(SD)	Doodle
F:	(NR)	Mobile	Me
G:	(VS)	Palm	handheld	electronic	planner
G:	(S)	Desktop	iCalender	Lite
G:	(S)	Mozilla	Lightning
U:	(VS)	Blackberry	Calendar
U:	(VS)	I	have	an	actual	paper	calendar	I	use.
A:	(S)	Basecamp	calendaring
A:	(S)	Internal	Dept.	online	calendar
A:	(S)	Iphone	scheduling	program
A:	(S)	Now-up-to-date
A:	(S)	Now-Up-to-Date
A:	(SS)	Entourage
A:	(D)	Enterouge
A:	(NR)	I	love	outlook!




                                                                                          MOR Associates, Inc.
A-14 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q28 ..What.would.increase.your.satisfaction.with.with.the.calendaring.tool(s).that.
you.use?
The.answers.to.this.question.have.been.sorted.by.cohort .
F: ability to share across platforms.
F: Ability to sync Zimbra with my Blackberry
F: able to download appointments to iPhone
F:	As	a	Mac	user	I	very	much	like	the	integration	of	iCal	and	Zimbra.		However,	I	do	not	like	the	limited	time	range	
over which calendar information through Zimbra is available. I would like 100% of time, backwards and forwards,
available on all devices, including my portable computer.
F: being able to separate personal and professional appointments...
F: being able to update calendar from hand held device e.g. add event on hand held and have it automatically sync
with calendar I use on desktop
F: Better and/or easier integration with Zimbra calendaring with open standard calendar apps which use CalDav, e.g.
Mozilla Lightening.
F: Better sync between Stanford calendar and iPhone
F: better synchronization between mac and pc and phone
F: Ease in sharing and accessing, portability to cell phone.
F: for all our staff to have access across pc and mac
F: From my perspective, the changeover of calendar systems has been a complete and unmitigated disaster. Rumor
has it that this results from having gone with the cheapest bid. You get what you pay for.
F: I wish webcal wouldn’t constantly try to get me to notify others for meetings--even if nobody else is going to be
there!
F: I would like to able to use just one, that would sync to all of my computers and my cell phone, without using
external software and without always having duplicate entries.
F: I would like to be able to keep all my calendars synced, as I currently do with Mobile Me, through software
provided free by Stanford.
F: I would like to share my calendar with my wife but it is not that simple!
F: I’ve tried a lot of calendaring systems over the years, including pre-Zimbra Stanford systems. Google Calendar is
by far the best that I’ve experienced and is sufficient for my needs.
F: If everyone used the same tool. The students all want to use google because they don’t want to lose their identity
when they graduate -- that’s pretty reasonable, I think. So maybe we should all use google. I use iCal and share it
using Stanford Calendar because I want to support the university system and make life easier for the admins, but that
makes things harder for the students.
F: If gmail task list could be synced to ical... Otherwise, gmail calendaring with sync to ical solves all my problems in
this regard. Not sure there is any reason for a Stanford-specific calendaring, but it would be nice if zimbra could sync
to google calendar so my admin could see/modify my calendar on zimbra.
F: if it were easier to share with different levels of access
F: Improved reliability for synchronization with my iphone for meetings.


MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-15


F: Increased usage by people on campus
F: integration with e-mail, and with my assistant
F: It works for me.
F: making the stanford calendar easier to interface with google calendar.
F: More intuitive ease of use
F:	More	options	w.r.t.	repeated	events.		Multiple	alarms	per	event	(e.g.	1	week	before	AND	1	day	before	AND	1	hour	
before	AND	7	minutes	before).		Sharing	with	groups.		Web	service	interface.
F: need a good alert system for certain calendar items would love ease of use on different devices wish my group cal-
endars could coordinate with my individual ones
F:	Not	reliable	enough	with	entries	from	sharers.		Have	to	double	check	constantly...
F: seamless integration with my mobile device
F: Some sort of synching between a local windows laptop and Stanford Zimbra. I prefer to keep my calendar on
my laptop as I travel a lot and am offline a lot, but I need my AA to be able to view my schedule. This means I have
to “invite” myself to all my meetings which is tedious. The ability that the old calendar system had to alter future
meeting times in a series but leave the past meeting times the same.
F: synch to my PDA
F: The provost should declare it to be the official calendar and should mandate that all central systems at Stanford
work to promote its use for all university business including student activities supported by the university.
Specifically, CourseWork and the calendar must be integrated. The laissez fair attitude by the administration about
use of central resources constributes to each central system going its own way. File service, web service, email service,
calendar service, card-key access service and many others should be integrated under one managerial umbrella and all
other services like CourseWork should be forced to play by their rules.
F: Uniform use of zimbra by the Stanford community
F: use workgroups, automatically refresh remote calendars
F: Using Outlook, not Zimbra.
F:	Very	happy	with	functionality	of	Zimbra,	esp.	pushing	updates	to	my	iphone.	Great	system
G: Ability to share events with Stanford community.
G: ability to sync with google calendar
G: better desktop integration
G: can’t deal w/ time changes well.
G: connection between e-mail and calendar so that I can save dates on calendar based on e-mails content.
G: Easier to distinguish between day long and week long events. Ability to sync with my Blackberry.
G: everyone uses google
G:	For	outlook	I	would	want	over-the-air	(OTA)	synchronization	with	my	mobile	device,	automatic	sync	across	com-
puters,	availability	on	Linux.	For	Google	Calendar,	I	want	synchronization	of	tasks	with	my	mobile	device	(currently	
not	supported)




                                                                                                      MOR Associates, Inc.
A-16 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


G: I am used to the ease and structure of MS Outlook, and I find Zimbra limited. I cannot differentiate between
appointments in terms of color which is a huge help visually, and I cannot copy and paste appointments which is
frustrating. In terms of email, I am EXTREMELY frustrated that I cannot search email addresses by who sent them
(like	Outlook	which	is	so	simple	in	this	respect),	and	the	way	that	emails	tuck	up	and	hide	responses	to	emails	sent	
to multiple adressee has caused me multiple problems over the last few years. In the past I had a PC and filtered my
emails through Outlook which was great, but I don’t have Outlook for my new Mac, so I feel trapped with the issues
and frustrations I’ve encountered with the Stanford email program. I would appreciate some changes in the areas I’ve
mentioned and in any others that would improve its ease of use. Thanks!
G: I’m fairly new to calendaring, as both an activity and a word. But I love Google Calendar because it pops up no
matter what computer I’m on in the world. I do wish it would auto-update though...I’ve missed events because
my laptop had been on for several days and the calendar had not advanced to the current date. But this is Google’s
problem, not yours...
G: Meeting scheduling tools
G:	More	color	event	labeling	by	event	type,	not	just	which	calendar	owns	it	(i.e.	rather	than	“work	cal”	be	able	to	color	
label “student meeting” “office planning” “project work” each in their own color.
G: Sync iCal with Zimbra
G: Sync with mobile device
G: When accessing Stanford Calendar over iCal, events beyond a certain age are not shown. It is vital to me that *all*
events	in	my	calendar	be	accessible	via	iCal,	so	this	forced	me	to	switch	to	Google	Calendar	(which	has	issues	of	its	own).
G: wireless and automatic synching with my laptop
G: You typed “with” twice in this question. Anyway, the academic calendar really needs to have an iCal file.
U: Ability to export class schedules from Axess to iCal
U: Ability to import/export universally.
U: Ability to view my Google calendar in “full page” mode so I can see all of my events at once.
U: Being able to more easily modify events.
U: Better “To Do” list features which includes allowing me to specify time blocks during which I intend to complete a
“To Do” task.
U: I like the Google Calendar interface and ease of use, but sometimes it lags. 1. Easy interface 2. Speed 3. Features
(ability	to	share	with	others,	publish	to	others)
U: I should sync it with my iPhone, but the iPhone version is more difficult to use/edit
U: I’d probably want to keep using my gmail calendar, and have everything compatible with that.
U: If I was able to sync it to my ipod, that would be great.
U: syncs easily with iphone and laptop.
U: wireless syncronisation with my iphone
A: 1. overlay shared calendars 2. fix glitch that requires reset; calendar will not accept data w/ out a reset
A: 100% use by my department and support from my department head. Ability to schedule several reoccurring
meetings	that	are	NOT	regular	(i.e.	two	Thursdays	a	month,	but	not	every	other	Thursday	necessarily).	Option	to	
notify attendees that text or an attachment has been added to a meeting entry without the system requiring them to
reply	a	second	(or	third)	time.


MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-17


A: Ability to sync Google and Zimbra calendars--we use both!
A: Add a good task list management system. Google’s is not good, but I don’t want to use another calendar just to get
good tasking.
A: better features, ability to somewhat customize
A: Better flexibility in viewing options for daily calendar items. Can only make squares so large and then have to open
appointment	to	view	all	details.		Some	of	the	prompts	for	setting	the	times	of	the	meetings	(AM/PM)	are	annoying.
A: Better help
A: Ease of sharing calendars between Stanford Google account and personal account so I can see all calendars at once,
even at home or on my phone without having to log in to the Stanford Google calendar.
A: ease of use accuracy and high functionality
A:	Ease	of	use	and	interoperability	with	other	programs	(e.g.	Calendar	in	Zimbra	and	Outlook)
A: easier for user to manuever on calendar and find others
A: Easier use of address information. Dislike the autofill that includes all Stanford emails. Not intuitive as far as mod-
ifying contact lists, adding/deleting email addresses.
A:	Easier	way	to	add	calendars,	to	view	schedule	conflicts/openings,	and???
A: Faster application response time.
A: For Zimbra --- ability to drag and drop from email, resources that were not doublebooked, perhaps the use of the
desktop client
A: hard to see the entire’s day at a glance; hard to organize various types of meetings in the “month” view
A: have fewer steps to take to make additions to schedule
A: I am having big Outlook problems and problems with Outlook Connector that seem to be difficult to resolve. Our
local IT person is looking into this. It is frustrating.
A: I am very happy with the Zimbra Apple Mail iCal integration ... no complaints ... just keep making it better with
time.		:>)
A: I can’t even answer that since “meetings” are not normally part of my job responsibility. For my own personal use
in keeping the few meetings I do attend, straight, I use my Palm.
A: I would like to not have meeting proposals sent through Zimbra.
A: if I could use my apple calendar at work
A: If if comuunicated better with Mac users and if Microsoft would stop changing fetures with every so-called
“upgrade.” I really hate the fact that I can’t set copy, paste, etc. to work on my Mac from home when I am logged into
Stanford email through web apps.
A: If problems and other features on zimbra got fixed
A:	If	Zimbra	could	be	linked	to	my	desktop’s	Outlook.		We	use	Zimbra	(because	of	HIPPA	issues)	for	work	related	
scheduling and communication. It is very time consuming to transfer the information to my outlook each time. I
wish that could be done automatically.
A: Interoperability between multiple types of calendars. Some folks use Outlook some use Google or Yahoo. Meeting
invitations between these systems are problematic a best.



                                                                                                       MOR Associates, Inc.
A-18 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


A: It could be easier to print out details.
A: it is not at all intuitive. clearer directions on how to do functions that are available on the site itself. i have no idea
where to get information on use it and find it incredibly frustrating.
A: It would be great if I can see other people’s availability and have the office assistant update my calendar for
appointments.
A:	It	would	be	nice	if	it	was	possible	to	see	other	people’s	calendars	(if	they	are	busy	or	not)	without	setting	up	a	
meeting and the looking to see if they are free.
A: less problems. i frequently get two calendar entries exactly the same and calendar entries that dissappear for no
reason.
A: make it more like outlook
A: More features allowed - different fonts, colors, icons, etc.
A: More like Outlook
A: More obvious reminders for appointments in Zimbra such as a pop-up screen that stays in front of other applica-
tions.
A: simpler direct access on Droid hand held
A:	The	addition	of	tasks	to	be	completed	on	the	calendar	(month	view)	would	be	useful.	The	addition	of	creating	a	
group	and	viewing	the	group	members	calendars	together	(time	periods	parallel	to	each	other)	would	be	helpful.
A: to be able to choose whether or not an email should be sent with every change to the calendar
A: University-wide use, to ensure that all attendees are using the system.
A:	Why	can’t	we	all	use	the	same	calendar?		It	would	save	SOOO	much	time.
A: Zimbra Connector to Outlook does not always sync correctly - meetings are missing from Outlook sometimes.
Syncing calendar to iPhone is worse - meetings missing on iPhone frequently. This is despite always accepting
meetings through Zimbra. Zimbra Calendar is very slow to create an entry; the interface is just too clunky. Also, no
ability within Zimbra to accept a meeting, but mark the time as free. This is useful, for example, when an employee
sends you a mtg request as a reminder that they will be out of the office all day. In Outlook/Exchange, one can just
accept	it	and	mark	the	time	as	free.		Can’t	(or	don’t	see	how)	to	do	that	in	Zimbra.
A: Zimbra does not interface with the rest of campus well at all, and causes a lot of problems when invitations are
sent. It’s absolutely terrible. Also, Outlook locally is very unstable and is slow to respond, even though I have a new
computer!		Perhaps	version	2010	will	solve	the	response	time	issue?
A: Zimbra is pretty cool, but I just got it so still getting used to how it all works.
A: Zimbra should not be limited to those who have a Stanford email address. This is an issue in the SOM when a
SHC	employee	may	need	to	access	a	faculty	calendar.		The	department	then	has	to	sponsor	and	pay	for	the	email	
account. It should be open to those with a SUNet ID.




MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-19


Q31 ..Is.there.a.particular.place.on.campus.or.in.the.residences.where.you.would.like.
to.see.WIRELESS.access.added/enhanced?
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.satisfaction.with.wireless.in.the.
residences .
G:	(VS)	Abrams	Midrise	fifth	floor
G:	(VS)	Escondido	Village
G:	(VS)	Escondido	Village
G:	(VS)	I	have	no	very	poor	wireless	connection	on	3rd	floor	gates,	especially	in	various	people’s	offices
G:	(VS)	IPs	in	certain	classrooms/buildings	run	out	quickly,	ie	gates	building
G:	(VS)	Lyman	Residences.		Weaker	signal	in	rooms.		Signal	needs	to	support	handheld	device	with	weaker	power
G:	(VS)	Not	particularly.	I	think	it’s	pretty	widely	accessible.
G:	(VS)	studio	5	&	6	Lounge	does	not	get	wireless	signal,	and	wired	connection	doesn’t	always	work
G:	(S)	2nd	floor	conference	room	in	Packard	(signal	cuts	out	sometimes)
G:	(S)	CCSR	Building	and	Alway	Building	at	the	Medical	School
G:	(S)	Computer	Science	department	basement.
G:	(S)	Gates	building	basement
G:	(S)	I	live	in	Studio	1	where	there	are	repeated	daily	interruptions	in	my	connection.
G:	(S)	Lyman	Graduate	Residences
G:	(S)	Quillen	highrise
G:	(S)	The	availability	in	the	Hoskins	midrise	is	spotty	at	times.	Also,	a	guest	laptop	cannot	access	the	residential	
wireless.	Very	frustrating.
G:	(SS)	EV	Building	13	--	Weak	signal	this	year,	last	year	it	seemed	okay	though?
G:	(SS)	Gates	building--I	always	show	‘limited	connectivity”
G:	(SS)	I’ve	had	problems	maintaining	wireless	connection	in	my	on	campus	apartment	but	it	has	greatly	improved	
this year.
G:	(SS)	in	my	residence	(Rains)	the	wireless	connection	is	constantly	there,	but	the	actual	quality	of	it	fluctuates
G:	(SS)	lab,	office
G:	(SS)	Rains
G:	(SS)	Some	areas	of	rains	have	no	wireless
G:	(SS)	studio	3	and	4
G:	(SS)	Studio	5,	3rd	floor
G:	(SS)	Wireless	access	in	the	Studios	is	flakey;	this	is	likely	due	to	spectrum	contention	as	significant	numbers	of	
people run their own access points.
G:	(SD)	Every	room	in	dorms	(corner	rooms	in	Munger	building	1)	-	I	had	to	buy	my	own	router



                                                                                                        MOR Associates, Inc.
A-20 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


G:	(SD)	The	CoHo
G:	(D)	Escondido	Village
U:	(VS)	Corners	of	Mirrilees	rooms	(I	had	no	wireless	last	year)
U:	(VS)	More	IP	addresses	in	dorms,	Jerry
U:	(VS)	Stanford	Stadium	(football)
U:	(S)	Any	residence	hall	where	one	does	not	live	-	guest	IPs	are	hard	to	come	by
U:	(S)	Jerry	dining	and	lounge	areas
U:	(S)	Murray	House
U:	(S)	Pup	Cluster,	Gates	Building
U:	(S)	Roble	Gym
U:	(S)	Sometimes	the	wireless	network	in	Gates	(basement	rooms)	refuse	connections.	This	proved	to	be	a	problem	
last Fall, not just with my computer either.
U:	(S)	Wilbur	had	horrible	wireless	access	last	year.		I	lived	in	Arroyo	and	could	not	even	work	in	my	room.		I	talked	
to our RCC and he couldn’t figure anything out except that the connection was bad for MAC users.
U:	(SS)	It	can	be	slow	in	Wilbur	but	I	assume	that’s	when	there	are	a	lot	of	people	on	at	once.
U:	(SS)	Outside
U:	(SS)	Wilbur	Field,	Grove	by	the	band	shack
U:	(SD)	Ariallaga	downstairs
U:	(SD)	OUTSIDE!	in	the	quad,	on	oval,	in	white	plaza.
U:	(SD)	the	dorms-	wireless	is	pretty	bad	in	the	cowell	cluster
U:	(SD)	twain
U:	(SD)	Wilbur	field
U:	(D)	Mirrilees	and	Suites
U:	(VD)	GovCo




MOR Associates, Inc.
              Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-21


Q37 ..Other.telephony.devices.rated.for.importance
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.the.importance.rating.respondents.
assigned.to.the.named.device .
F:	(Very	Imporant	6)	Paging	-	need	reliable	integration	with	paging
F:	(Very	Imporant	6)	Video
F:	(5)	iPad
F:	(4)	I	do	not	have	a	phone	because	of	budget	cuts
F:	(NR)	i	have	ceased	to	use	a	desktop	telephone	and	only	use	an	iphone
F:	(NR)	I	plan	to	continue	to	use	pressent	services
F:	(NR)	less	complicated	international	access
G:	(5)	A	campus	phone	number	that	is	automatically	forwarded	to	my	cell-phone	where	I	know	it	is	a	work	call.
G:	(NR)	All	of	our	offices	have	discarded	our	smart	phones.	I	use	Google	Voice	instead	for	professional	work.
U:	(Very	Imporant	6)	Dorm	room	phone
A:	(Very	Imporant	6)	blue-ray	earpiece
A:	(Very	Imporant	6)	fax	machine
A:	(Very	Imporant	6)	Google	voice	or	other	service
A:	(Very	Imporant	6)	I	need	phone	which	works	globally
A:	(NR)	desktop	video	conference
A:	(NR)	I	want	to	use	my	iPhone	for	EVERYTHING




                                                                                                   MOR Associates, Inc.
A-22 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q40 ..Other.items.available.on.desk.phone,.cell.phone,.or.mobile.device.rated.for.
importance
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.the.importance.rating.respondents.
assigned.to.the.named.item .
F:	(Very	Imporant	6)	contacts	with	e-mail
F:	(Very	Imporant	6)	Emergency	and	other	important	numbers
F:	(Very	Imporant	6)	large	document	storage;	apps	for	common	tasks,	i.e.	Marguerite	schedule
F:	(Very	Imporant	6)	Meeting	Notification	to	cell	phone	via	SMS	(Google)
F:	(Very	Imporant	6)	Paging	system	that	uses	the	cellphone	rather	than	our	current	paging	system	which	has	a	20%	
miss rate and it is impossible to answer at times.
F:	(Very	Imporant	6)	Web	access
F:	(5)	Personal	contacts
F:	(Not	At	All-Important	1)	no	phone
F:	(NR)	I	use	an	iPhone,	so	I	have	all	of	this.		My	desk	phone	is	just	a	phone	with	voicemail.
F:	(NR)	medical	formulary
G:	(Very	Imporant	6)	Marguerite	real-time	schedule	data
G:	(Very	Imporant	6)	Shuttle	schedules	app
G:	(Very	Imporant	6)	weather
G:	(5)	iStanford	app	+	ipod	touch	covers	all	of	above
G:	(5)	Stanford	cartographic	map	technology
U:	(Very	Imporant	6)	Integration	with	other	email/calendar	services.
U:	(Very	Imporant	6)	laptop	computer
U:	(NR)	I’m	happy	not	to	have	too	much	on	my	phone,	I	have	to	check	my	email	enough	as	is.
A:	(Very	Imporant	6)	Coursework
A:	(Very	Imporant	6)	internet	access
A:	(Very	Imporant	6)	local	Outlook	contacts
A:	(Very	Imporant	6)	memos
A:	(Very	Imporant	6)	notes,	work	orders,	personal	directory
A:	(Very	Imporant	6)	Resident/Fellow	clinical	rotation	schedules
A:	(Very	Imporant	6)	task	manager	that	syncs	with	Outlook	through	Zimbra	similar	to	Calendar
A:	(Very	Imporant	6)	texting	capability,	paging	capability
A:	(Very	Imporant	6)	texting,	page	forwarding
A:	(NR)	Text	message




MOR Associates, Inc.
               Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-23


Q42 ..Other.mobile.devices.used.for.work.or.study
The.answers.to.this.question.have.been.sorted.by.cohort
F: basic cell pghone and laptop
F: Cell w SMS messages sent from google calendar
F: cellphone
F:	digital	voice	&	video	recorders
F: Laptop
F: None currently, but I plan to change
G: I don’t use mobile devices for work or study
G: I don’t use one.
G: MacBook Air
G: Nokia e71x running Symbian
G: Nokia N800/N810
G: Nokia N900
G: Non-internet enabled cellphone
G: regular cell
G: sony ericsson
U: normal cell phone-no internet capabilities
U:	Vaio	CS	laptop
A: /tracfone
A: cell phone
A: cell phone and stanford laptop
A: digital recorder for interviews
A: ipod touch
A: Nokia, Symbian
A: standard cell phone, and main program I use with it is Outlook, which is synchronized via cable with my work
computer’s outlook




                                                                                                 MOR Associates, Inc.
A-24 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q50 ..How.can.we.change.Stanford’s.existing.central.web.hosting.features.to.better.
meet.your.needs?
The.answers.to.this.question.have.been.sorted.by.cohort .
F: help to create and maintain lab web site
F:	I	ask	students	&	assistants	to	do	most	of	this...
F: I wish my lab had a web site but I never have time to figure out how to get one or who could do it or what to put
on it. It would be great if there were a Stanford service that would automatically setup something at least barebones
F: I’ve stopped doing this myself as it was too difficult ... now an undergrad handles it
F: If this includes bigfix, allow us to decide when reboots occur; what a disaster the current situation is!!!
F: My web site is pretty sophisticated but it was set up by graduate students in my lab. I know nothing about it was
done, just the results.
F: Online teaching tools for things like Drupal and Wiki
F: simpler user interface. More like ning.
G: The last version of iWeb made it very easy to publish to my AFS space. Before, I think I had to re-publish the
whole site to my desktop every time I made a change, and then drag the changed pages into AFS. Now I think I
can publish only the pages I’ve changed, and directly into AFS. But I haven’t updated in maybe a year or so, so my
memory of the process could be off. My point is that being able to publish directly into AFS is good. Also, I recall
that I couldn’t set up any sort of Comments section on my site because I don’t have MobileMe. It would be great if
Stanford had some kind of work-around for this. I hope that made sense.
G: web interface for managing AFS and web page content would be nice
U: Automatic upgrade for wordpress doesn’t work for me.
U: i can’t get on the afs from in my dorm! Pain in the neck. I have to go to a library or classroom to edit my site or
put things on the server... I live on the row, and IT was useless in helping fix the issue.
U:	Please,	please,	PLEASE	make	PHP	and	MySQL	faster.	It’s	nearly	impossible	to	run	a	simple	Wordpress	blog	in	our	
web space. It is way too slow.
A: I am pretty much satisfied with what I do.
A: More Drupal support




MOR Associates, Inc.
              Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-25


Q51 ..What.features.or.advantages.do.you.gain.from.local.department.resources.that.
are.not.available.from.Stanford’s.central.web.hosting.service?
The.answers.to.this.question.have.been.sorted.by.cohort .
F: Complete control over the machine
F: Easy access to local IT personnel who can troubleshoot and/or assist in a very timely manner.
F: EDucation, anti-virus services, and abillity to correct problems with cooomppputer function.
F: Flexibility.
F: I do not know of any except for personal service of an on-site IT person at the Department.
F: i pay an IT person to take care of my lab linux servers that have my lab home directories as well as manage the
BIAC computers.
F: Local control
F: More control on the system. We run our Wiki server.
F: more disk space.
F: most of my IT needs are handled through my department: local network, email, and my research storage and com-
putation
F: Not sure... not sure we had an option when we set up our page through SOM
F: Perhaps none - I need to look into the cost/benefit of this.
F: site license software
F:	Someone	else	to	do	the	updates	for	me.	PROMPTLY	and	RESPONSIVELY
G: ability to run computationally intensive processes on department machines without strict disk quota or restrictions
on number of big jobs per quarter.
G:	Ability	to	run	Trac	wiki	and	issue	tracking	system;	ability	to	provide	http/webdav	access	to	SVN	repository;	ability	
to run arbitrary web statistics software.
G: Ability to self-administer Linux machines for root-access programming/deployment.
G: Lots of storage, a guy down the hall I can bother with questions, automatic daily backups.
G: More ability to customize, repository hosting, more relevant/compact hostname, ability to solve problems immedi-
ately
G: nfs mounted on my work pc
G: sever space is bigger, needed for audio
G:	Unlimited	storage	space,	SSH	access	to	the	server	hosting	my	page,	NFS	mounting	of	my	home	directory	on	the	
server	(including	my	web	page’s	directory),	ability	to	administer	the	server	myself	and	not	rely	on	others,	ability	to	
install and run any application/add any feature I like.
G: virtually unlimited space
A: control over installed software and hardware configurations
A: Dopn’t know. Local IT provides most of our stuff.



                                                                                                      MOR Associates, Inc.
A-26 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


A: It’s just always been there.
A: Knowledge of departmental role.
A: None we are working on updating our site so that it can be hosted by IRT
A: not sure, but believe we have better access/control of content.
A:	Quicker	updates	to	site
A: ultimate control over what type of technology used
A: We are connected through a server at the Stanford Management Company.
A: We have a top-notch web group here that provides us with a full-service web tech support.
A: We have to update content locally. Not really sure how to answer this question.




MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-27


Q53 ..What.features.or.advantages.do.you.gain.from.off-campus.hosting.providers.
that.are.not.available.from.Stanford’s.central.web.hosting.service?
F: Control




Q55 ..To.help.IT.Services.determine.if.it.can.provide.a.competitive.service,.would.you.
tell.us.the.monthly.rate.you.are.paying.for.your.hosting.service?
U: 6.99




Q57 ..Other.new.central.web.infrastructure.capability.rated.for.likelihood.of.use
The.answers.to.this.question.have.been.sorted.by.cohort.and.teh.by.likelihood.of.using.the.capability.
respondents.named .
F:	(L)	Web	page	design/management
F:	(NR)	I	don’t	know	most	of	what	you	are	asking	about.
F:	(NR)	just	don’t	know	what	you	are	talking	about	in	this	question
G:	(L)	Something	which	isn’t	as	hard	to	use	as	AFS
A:	(HL)	FileMaker	Pro




                                                                                           MOR Associates, Inc.
A-28 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q58 ..What.is.one.thing.IT.Services.could.do.that.would.make.it.easier.for.you.to.
work.or.study?
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.overall.satsifaction.with.the.services.
provided.by.IT.Services .
F:	(VS)	Assist	with	data	base	development
F:	(VS)	Better	interface	to	permit	individual	web	page,	blog,	and	calendar	creation.
F:	(VS)	easier	guest	wireless	privileges
F:	(VS)	educate	us	on	web	security
F:	(VS)	Faster	email
F:	(VS)	Help	me	fix	my	VPN	problem.
F:	(VS)	I	primarily	rely	on	our	in-house	computer	person	for	the	first	line	of	defense.		Calls	to	IT	are	made	only	when	
he is unable to fix the problem--- maybe once or twice a year.
F:	(VS)	Increase	email	quota.
F:	(VS)	IT	people	seem	so	busy	and	often	just	provide	a	quick	fix	rather	than	looking	at	a	system	wide	solution
F:	(VS)	Maintain	the	campus	IT	services	at	a	high	level
F:	(VS)	Make	it	easier	to	get	newer	versions	of	operating	systems	for	University	computers
F:	(VS)	Make	Sophos	run	faster.	It	REALLY	slows	things	down.
F:	(VS)	Provide	an	easier	way	that	I	can	creat/edit	my	personal	homepage	on	Stanford	website.
F:	(VS)	Provide	cheap	and	semi-automatic	backup	service
F:	(VS)	Reminders	to	update	security	features	with	easy	instructions	to	do	so.	Improvement	of	webmail	features.
F:	(VS)	SUSE	IT	is	great!	Get	a	data	management	for	students	in	our	program
F:	(VS)	thank	you	for	asking.		it	would	be	very	nice	to	have	off-site	backup	of	my	labs	data.
F:	(VS)	To	be	able	to	talk	to	a	person	when	I	need	help
F:	(S)		laptop	support	(such	as	provided	by	the	macstore	on	El	Camino	near	Frys)
F:	(S)	3-way/conference	call	hosting
F:	(S)	A	central,	personalized	dashboard,	specific	to	me,	that	shows	not	only	my	passwords,	contact	info	etc,	but	
that also links to my campus IT services including central data storage, webmail, etc. Imagine StanfordYou as my
homepage. I open it and have access to everything I need within Stanford IT.
F:	(S)	application	for	calendar	to	iphone
F:	(S)	As	before	(1)	Better	DSL;	(2)	Cluster	management/cloud	computing	cycles	and		new	(3)	make	it	easier	to	create	
new web sites for individual labs.
F:	(S)	Assign	a	staff	member	to	help	East	Asian	Languages	and	Cultures	maintain	its	website--we	have	just	one	dept	
manager/administrator who does everything. Recently the dept homepage has been updated with outside help. But we
need someone to MAINTAIN it on a regular basis.
F:	(S)	back-up



MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-29


F:	(S)	be	able	to	reach	and	talk	to	a	tech	person
F:	(S)	Better	ATT	wireless	service	on	campus
F:	(S)	Better	cheap	data	archiving
F:	(S)	better	connection	to	the	web	at	home
F:	(S)	better	integration	of	my	school	systems	and	my	home	systems
F:	(S)	Continue	to	identify	new	ways	to	provide	faculty	access	to	all	web	resources.
F:	(S)	Easy	local	backup	of	my	network	drive
F:	(S)	Explanation	of	how	to	easily	use	the	secure	email	system	and	password	protected	data	on	my	laptop.
F:	(S)	faster	response
F:	(S)	free	classes	for	faculty	periodically	on	features
F:	(S)	Full	integration	of	all	devices.
F:	(S)	Help	make	updates	easier	(if	they	can)	to	incorporate	on	computer.
F:	(S)	I	hate	to	list	just	one.	Here	are	a	few:	(1)	offsite	backup	and	archiving,	(2)	digital	library/archive	service	--	a	cen-
tralized place where faculty can store digital copies of datasets, articles, and other materials they have collected, and
search them via a web interface.
F:	(S)	I	would	like	to	have	some	way	to	connect	to	the	internet	when	I	am	traveling.
F:	(S)	Improve	access	to	library	electronic	resources	from	home
F:	(S)	Improve	Coursework	so	that	it	works	better	for	Humanities	professors.		It	is	clunky	and	difficult	to	use.		Also	
improve Stanford webmail so that it is easier to interact with and view. Provide remote data storage like Mobile me so
that I could easily access files between different computers.
F:	(S)	Improve	the	assignment	tools	on	Coursework
F:	(S)	Improve	the	speed	and	functionality	of	the	e-mail	service.
F:	(S)	Improve	web-mail.	Web	mail	used	to	be	reliable	and	fast.	The	last	upgrade	has	made	it	very	unreliable	and	
slow. I pretty much don’t use it anymore. I use the Mac mail software. The problem is when I am without laptop or
away	from	my	desktop.		Help	desk	has	to	be	more	familiar	with	solutions	for	MAC	computers.	Support	for	EPIC	and	
LINKS on mac has to improve.
F:	(S)	In	my	webmail	inbox,	when	it	starts	getting	full,	I	would	like	to	be	able	to	globally	delete	all	the	messages	
EXCEPT those from the last few days. What I do is to move the messages from the last few days to a temporary
folder, and then do a global delete of everything that remains. But, it is a little cumbersome.
F:	(S)	larger	space	on	email	server	allowed
F:	(S)	make	everything	simple.	too	complicated
F:	(S)	Make	it	easier	to	know	what	services	are	available	--	e.g.	I	did	not	know	about	existence	of	central	web	hosting	
until now...
F:	(S)	more	software	available
F:	(S)	more	space	on	my	lpch	email	account
F:	(S)	Not	have	to	use	a	token	code	to	log	onto	hospital	system



                                                                                                          MOR Associates, Inc.
A-30 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


F:	(S)	On-line	ability	to	change	page	status.
F:	(S)	Promote	a	coherent	suite	of	services	with	carefully	considered	options.		Choice	for	choice	sake	is	bad.		Just	
throwing stuff out there and not marketing it coherently is bad.
F:	(S)	provide	kerberos	setup	on	my	linux	machines
F:	(S)	Provide	method	for	personal	contacts	to	be	made	available	to	LDAP	clients	-	e.g.	Firefox	and	Apple	Mail.
F:	(S)	provide	smart	pone	support
F:	(S)	Provide	wireless	connectivity	throughout	campus	housing.		My	DSL	at	home	(on	campus)	is	very	slow	and	the	
wiring prevents me from upgrading it to a faster speed. My productivity would go up greatly if I could get a faster
connection. My guess is that this would be true for many other faculty members.
F:	(S)	Rapid	trouble-shooting	service	when	I	have	an	IT	problem.
F:	(S)	Secure	access	from	off	campus
F:	(S)	Server	solution.
F:	(S)	Support	for	more	vendors/networks,	and	more	devices,	and	more	frequent	updating	of	newly	available	devices,	
in IT Services Cell Phone Service.
F:	(S)	true	help	to	maintain	web	site	for	lab
F:	(S)	Video	conferencing.	Better	phone	services
F:	(SS)	Calendar	sync	with	Blackberry
F:	(SS)	Conference	calls	on	the	office	phone.	Better	international	calling	service.
F:	(SS)	faster	more	reliable	webmail
F:	(SS)	Improve	WebMail
F:	(SS)	More	high	performance	computing.	Computing	on	GPU’s
F:	(SS)	Not	have	computer	turn	off	for	automatic	updates
F:	(SS)	Provide	better	intergration	of	resources	at	the	university	and	school	level.
F:	(SS)	Reliable	service
F:	(SS)	Stop	automatic	rebooting	of	my	computer;	makes	me	not	want	to	have	bigfix.	Improve	webmail	--	it	remains	
clunky and intolerably slow when travelling
F:	(SS)	We	somehow	don’t	have	full	privileges	to	administer	our	own	website,	which	means	that	we	can’t	make	struc-
tural changes, and it would be helpful to be able to do that
F:	(SD)	1)	Include	functionality	in	Zimbra	email	to	delete	attachments.				2)	Drastically	increase	allocation	of	free	
space	for	email	(relates	to	#1,	as	well).		3)	Better	coordination	with	Hospital	IT	and	MedIRT.
F:	(SD)	Better	integration	of	CourseWorks	and	the	separate	services	that	IT	Services	provides	would	be	great.		
Currently I use a bit of both and at the start of every quarter it is always time consuming to do all the email/form
filling to get what I need from both.
F:	(SD)	Deal	with	more	day	to	day	services	in	a	timely	and	efficient	manner	Advertise	better	what	services	are	avail-
able
F:	(SD)	help	link	up	our	clinical	databases



MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-31


F:	(SD)	provide	economical	data	backup	and	storage	options
F:	(D)	Easier	remote	access
F:	(D)	It	was	a	big	mistake	to	change	to	Sophos	and	Zimbra.		They	might	be	technically	better,	but	people	at	Stanford	
have	used	Outlook	and	Norton	with	years	of	success.		Why	start	a	new	learning	curve?
F:	(D)	Provide	more	timely	assistance	with	respect	to	software	installation	problems.
F:	(D)	See	what	I	already	said.
F:	(NR)	Helping	to	better	attain	remote	access	to	work	files
F:	(NR)	improved	AT&T	mobile	phone	reception	for	on-campus	houses/condos
F:	(NR)	Let	visitors	use	the	internet	without	guest	registration
G:	(VS)	Better	webmail
G:	(VS)	Can’t	think	of	anything
G:	(VS)	don’t	know	if	this	is	in	your	realm,	but	axess	is	terrible
G:	(VS)	Guarantee	wireless	in	residences	like	Escondido	Village.		I	lost	my	wireless	connection	almost	weekly	last	
term, sometimes for several days. This term has been better, but I have still lost the connection once or twice, for just
a short time.
G:	(VS)	have	more	linux	compatible	software
G:	(VS)	I	don’t	want	to	type	my	password	all	the	time,	I	would	like	to	type	it	once	for	all	and	Kerberos	is	definitely	
not an optimal solution.
G:	(VS)	Improve	the	search	speed	on	AFS/Email/Calendar
G:	(VS)	Is	it	possible	to	access	files	stored	in	local	department	server	from	central	server?
G:	(VS)	More	AFS	space	and	better	documentation	!
G:	(VS)	Nothing	comes	to	mind,	things	are	good.		Internet	is	great.
G:	(VS)	Perhaps	simpler	access	to	AFS	files,	off-site.
G:	(VS)	Stanford	community	IM,	calendar	system,	preferably	integrated	in	Gmail.
G:	(VS)	The	HelpSU	method	is	useful	and	gets	problems	solved
G:	(VS)	unrestricted	wireless	all	over	campus
G:	(VS)	You’re	doing	a	great	job
G:	(S)	A	readily	accessible,	cross-platform	data	storage	system	that	other	users	cannot	browse	the	file	contents	
(whether	or	not	they	can	open	the	files).
G:	(S)	Accessibility	to	software	programs
G:	(S)	Allow	me	to	sync	my	calendar	with	my	phone.
G:	(S)	faster	x	forwarding	when	I	connect	from	off-campus	to	department	machine.
G:	(S)	Give	me	an	easy	way	to	set	up	an	svn	repository	that	I	can	share	with	other	people	(not	requiring	me	to	give	
them	my	SUnet	password).
G:	(S)	I	think	the	website	could	be	a	bit	more	user-friendly.


                                                                                                       MOR Associates, Inc.
A-32 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


G:	(S)	Improve	wireless	connectivity	at	residences
G:	(S)	Increase	email	quota.
G:	(S)	Increase	the	availability	of	wireless	Internet	at	the	Medical	School	campus.
G:	(S)	Larger	storage	capacity	for	email
G:	(S)	most	of	the	software	available	doesn’t	seem	to	support	latest	version	of	Windows	7,	64	bits	machine.
G:	(S)	Myself	and	my	research	group	are	really	eager	to	set	up	a	shared	cloud-based	or	server-based	file	storage	space	
of	a	pretty	substantial	size	(50	GB	or	so)	that	we	all	could	access	easily	in	a	‘native	setting’	or	whatever	on	our	com-
puters	(we	are	all	now	using	dropbox.com	and	using	to	share	folders	and	collaborate,	but	are	hitting	the	limit	of	the	5	
GB	of	free	space	that	they	offer).		If	Stanford	were	to	supply	such	a	shared	space	for	us,	we’d	all	be	excessively	happy,	
and obviously could collaborate with greater ease. I know that Stanford does supply some small amount of storage
space, but what we really need is a larger shared storage space, and especially one that can be easily accessed and auto-
matically synced.
G:	(S)	Offer	native	gmail	instead	of	webmail	--	I	haven’t	used	webmail	for	4	years	and	gmail	pulling	mail	from	
Stanford’s servers sucks incredibly hard.
G:	(S)	Other	than	write	my	thesis,	not	much.
G:	(S)	Please	make	it	easier	to	register	new	computers	on	the	Stanford	network	--	at	my	undergraduate	institution	I	
could do this just by opening up a web browser once I connected a new computer to the network.
G:	(S)	Provide	internet	access	on	my	phone	when	I	am	on	campus.
G:	(S)	Provide	more	AFS	space.
G:	(S)	Support	for	Linux	OS	like	Ubuntu
G:	(S)	Work	on	making	Zimbra	more	user	friendly	(I	included	in-depth	suggestions	earlier	in	this	survey).
G:	(SS)	Make	the	Stanford	Webmail,	Zimbra,	more	user-friendly.	Frankly,	it	sucks	because	simple	tasks	are	not	intui-
tive and are difficult to accomplish. For example, bolding or italicizing a word in an email or returning an email to an
‘unread’	state	after	having	read	it.	Just	simple	stuff.
G:	(SS)	More	reliable	wireless.
G:	(SS)	Stop	converting	machines	to	Apple	machines	and	bring	some	back!	It	is	becoming	more	and	more	difficult	
and inefficient for me to use library or residence cluster computers. The Macs are much slower than windows in
logging in and the fact that they can be rebooted into windows is just a sham. Rebooting into windows takes ages,
though it is sometimes faster than logging into OS/X and trying to do what I need to do there even to just print an
email. The user interface has a learning curve that I am not willing to spend time on to learn, and the fact the mouse
has only one button is stupid. The keyboard is completely confusing. Why should I waste time learning how to use
a	Mac	when	Windows	does	the	same	thing	faster	and	cheaper?	It	used	to	take	me	a	few	minutes	to	login	and	print	
a document, and now it takes me upwards of 25 minutes. Even Linux would be smarter and better than a Mac, and
last time I checked, Windows was still the dominant worldwide desktop OS. I don’t know how the decision to switch
was made, but it seems to me that it is at least unfair and perhaps unwise. I fail to see how it is cheaper than having
separate	boxes	(given	that	windows	machines	are	much	cheaper).
G:	(SD)	More	reliable	wireless	connection	in	the	Abrams	Midrise	Building
G:	(NR)	Sync	with	mobile	device	(calendar	and	email)
U:	(VS)	Better	integrate	Google	Calendar	and	Mail.	Unfortunately	Zimbra’s	calendar	is	just	not	as	good	as	Google	
Calendar. I’d appreciate acknowledgment of this, and better integration from the IT end.


MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-33


U:	(VS)	Better	internet	access	outside	of	buildings
U:	(VS)	Easier	wifi	access	in	between	residences	and	campus
U:	(VS)	I	do	not	like	the	newest	webmail	program	as	much	as	the	last	one.
U:	(VS)	improve	email	system
U:	(VS)	Make	people	more	aware	of	their	services-	I	didn’t	even	know	about	many	of	those	help	websites	or	phone	
numbers.
U:	(VS)	Make	PHP	and	MySQL	faster	for	group	websites.
U:	(S)	1)	Make	Open	AFS	really	really	easy	to	setup	on	all	my	computers
U:	(S)	Add	more	storage	space	on	Zimbra	email.
U:	(S)	Better	information	on	the	servers	available	to	remotely	connect	to	at	Stanford.
U:	(S)	Ensure	strength	of	wireless	networks	at	dorm	locations.
U:	(S)	Faster	internet	service
U:	(S)	Git-like	automatic	version	control	support.
U:	(S)	Improve	wi-fi	access	in	the	dorms	and	on	wilbur	field
U:	(S)	It’s	all	about	strength	and	availability	of	wi-fi.		That’s	the	basis	of	90%	of	what	I	do	here.
U:	(S)	make	afs	easier	to	use
U:	(S)	Make	it	easier	to	register	devices,	particularly	smart	phones
U:	(S)	Nothing	at	the	moment.
U:	(S)	Nothing	really
U:	(S)	The	initial	health	check	when	connecting	is	notoriously	difficult,	and	will	stop	or	freeze	midway	through.
U:	(S)	Unsure
U:	(SS)	color	printers	everywhere
U:	(SS)	Faster	Everything
U:	(SS)	My	internet	has	frequently	low	signal	and	does	not	always	function	so	I	have	to	disconnect	and	reconnect	to	
the network.
U:	(SS)	Please	make	an	empty	inbox	button	for	webmail.	Since	I	get	my	email	forwarded	to	another	account,	I’d	like	
to be able to empty my inbox with one click.
U:	(SS)	Solid	Wireless
U:	(SD)	Cingular/AT&T	cell	phone	connection	does	not	work	properly	in	upper	row	locations	(Campus	and	Mayfield	
to	717	House.		I	can	often	not	use	my	phone	in	my	house	(French	House).
U:	(SD)	make	wireless	reliable	all	over	campus
U:	(NR)	It	takes	FOREVER	(up	to	5	min)	for	the	axess	timecard	to	process	when	i	submit	my	hours	for	my	job.	
majore waste of productivity dude
U:	(NR)	Upgrade	wireless	hubs.	I	live	in	Adams	(FroSoCo,	Governor’s	Corner),	and	we’ve	already	had	two	very	
untimely internet failures. Faster and more reliable internet service is a must.


                                                                                                        MOR Associates, Inc.
A-34 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


U:	(NR)	Wireless	in	residences	is	not	as	reliable	as	the	rest	of	campus.
A:	(VS)	answer	the	phone	more	often--so	busy	it	usually	goes	to	voicemail.
A:	(VS)	better	integration	of	the	Stanford	directory	into	Apple	Mail
A:	(VS)	Can’t	think	of	anything	offhand.
A:	(VS)	I	wish	there	would	be	a	way	for	me	to	store	email	files	on	the	departmental	server	from	webmail	so	I	could	
clear out more space for email. I have a lot of archival files that take up a lot of space and that I don’t need regular
access to, but I don’t have a way to off-load them to the server.
A:	(VS)	I	would	like	some	very	basic	‘drop	in’	type	classes	that	would	provide	opportunities	for	questions	on	an	
informal basis.
A:	(VS)	Install	or	training	to	use	VPN	for	remote	access
A:	(VS)	Integrate	phone	and	email	and	not	make	me	re-register	my	personal	computer	every	time	I	use	it	on	campus	
for Wi-Fi.
A:	(VS)	Keep	all	applications	compatible	with	the	latest	Internet	Explorer	Browser.		I	hate	that	I	have	to	use	IE7	at	
work and also that some applications are still only compatible with IE6.
A:	(VS)	Make	it	easier	to	sync	and	manage	calendar	to	iphone
A:	(VS)	More	variety	of	training	classes	-	maybe	more	customized.
A:	(VS)	My	frustrating	problem	is	that	since	the	university	discontinued	the	telephone	dial-up	possibility	two	or	so	
years ago, I can no longer access my e-mail from my home.
A:	(VS)	Perhaps	follow	up	to	make	sure	we	are	receiving	resolutions.
A:	(VS)	Provide	voice	mail	with	a	date	stamp.
A:	(VS)	Quite	sending	redundent	email	requesting	my	participation	in	serveys.
A:	(VS)	remote	support
A:	(VS)	replace	desk	phones	with	cell	phones	with	iphone	functions.
A:	(VS)	Satellite	network	agreement.
A:	(VS)	Speak	clearly
A:	(VS)	To	have	from	home	to	EPIC
A:	(VS)	Update	Webmail.		I	find	it	less	flexible	than	other	email	providers.
A:	(VS)	VPN	access	from	working	long	distance.
A:	(VS)	VPN	for	Vista	64bit!
A:	(VS)	When	I	log-in	from	home	to	access	my	work	desktop,	if	I’m	reviewing	a	long	report	and	stop	to	evaluate	
the data or make a phone call to discuss an open document, if I’m not constantly scrolling through the doucment,
the system “times out” or looses its connection to quickly. I’m assuming it due to “inactivity”. The time needs to be
extended before the system shuts me out. I think it does this within maybe 10 minutes.
A:	(VS)	You’re	doing	a	great	job	and	I	can’t	think	of	anything	to	s	uggest.
A:	(S)	Ability	to	view	invoices	from	vendors	regardless	if	they	are	EDI
A:	(S)	affordable	smart	phone	plan


MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-35


A:	(S)	allow	us	to	use	monitoring.stanford.edu	to	monitor	our	local	department	servers
A:	(S)	allow	user	to	download	existing	software	updates	and	new	software
A:	(S)	be	easier	to	FIND
A:	(S)	better	email	program
A:	(S)	Better	WiFi	access
A:	(S)	Continue	to	provide	24/7	help	desk	services.
A:	(S)	Easier	access	to	Stanford	network	from	remote	locations.
A:	(S)	encourage	everyone	to	use	the	same	calendar	system
A:	(S)	faster	drupal	support
A:	(S)	Faster	HELP	service.	Maybe	it’s	better	now	but	iot	used	to	be	really	slow	and	unhelpful.
A:	(S)	Faster	speed	of	the	net
A:	(S)	free	internet	access	from	home
A:	(S)	get	rid	of	pagers	-	use	cell	phones
A:	(S)	Have	a	HELP	desk	that	can	actually	help	me.
A:	(S)	Improve	the	have/have-not	situation	in	regard	to	hardware.		As	a	librarian	I	am	expected	to	be	at	least	on	
par with the technical facility of my patrons, yet I am not even provided a laptop or portable device to use for daily
work, or for database access testing. I would be significantly more productive and less fumbling if I had 21st century
hardware.	Very	frustrating!!
A:	(S)	Improve	the	interface	between	my	home	laptop	computer	and	SUH/LPCH	computer	systems,	so	that	I	could	
access images more easily from home, and sign reports from home more easily than current systems permit. Provide
an easy interface to make powerpoint slides of hospital clinical imaging exams for purposes of teaching, creating
teaching conferences, etc
A:	(S)	Improve	time	tracking	features	(Journal,	etc.)	from	Outlook;	1)track	phone	calls,	2)more	automated,	and	3)
more accurate. Our group has to track time closely on specific project related activities. Gathering the data is time
consuming even w/ Outlook and accuracy should be improved, still relies on memory.
A:	(S)	Improve	Zimbra’s	ability	to	show	you	other	people’s	calendars	and	book	rooms.	The	functionality	to	reserve	
rooms doesn’t seem extremely reliable.
A:	(S)	Make	available	services	and	software	more	easily	identifiable	and	usable
A:	(S)	make	it	much	easier	to	use	the	SU	wireless	network	and	register	my	own	laptop
A:	(S)	more	organization	in	the	technical	pages...such	as	ReportMart1	requirements...it	took	me	a	while	to	find	the	
resource...Other than that, it is good...
A:	(S)	passwords	are	the	bane	of	our	existence	-	currently	have	8	different	passwords	required	for	all	of	the	different	
work related things I do - all change at different times, making keeping track very hard - figuring out some kind of
password collation would be terrific
A:	(S)	The	phone	process	for	setting	up	the	date	for	an	away	message	can	be	less	complicated	when	setting	for	certain	
dates.




                                                                                                      MOR Associates, Inc.
A-36 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


A:	(S)	This	survery	mentions	many	features	and	services	of	which	I	am	wholly	unaware.	I	am	quite	busy,like	most	
people at the university, and don’t have time to troll Websites to understand what IT servies are available to me. Can’t
there	be	some	other	way	to	inform	us	of	the	various	IT	options	available	to	us?	Perhaps	a	downloadable,	comprehen-
sive	booklet	or	the	like?
A:	(S)	to	be	able	to	resolve	simple	inquiries	without	have	to	transfer	or	leave	messages	to	depart	and	wait	for	someone	
to call you - which takes a day or so later to give you an answer. Sometimes it is critical to have the answer right away
A:	(S)	very	solow	service	some	time.
A:	(S)	VPN	needs	to	be	more	stablize.	Whenever	using	VPN,	other	applications	slow	down	or	suddenly	die
A:	(S)	We	use	a	departmental	IT	group	for	most	desktop	support,	I	mainly	need	to	use	IT	services	when	I	have	a	
problem	with	my	DSL.	The	HELP	desk	people	have	always	been	quick	to	repsond	and	help	out.
A:	(S)	While	I	am	unsure	if	IT	Services	have	the	ability	to	remotely	access	our	computer	systems,	perhaps	it	would	be	
easier	if	IT	Service	Reps	resolved	computer	issues	through	remote	access	while	we	are	on	the	phone	(i.e.,	going	into	
our computers and working to resolve the problem; employee would still log-in their passwords and the IT Service
Rep	would	“drive”	the	mouse	and	work	“inside”	our	computer	to	resolve	the	problem).	In	my	experience	here	at	
Stanford,	the	IT	Services	Rep	would	either	direct	me	over	the	phone	(which	doesn’t	always	resolve	the	issue)	or	come	
over to sit in front of my computer to resolve problem.
A:	(SS)	a	good	calendar	system
A:	(SS)	Able	to	choose	home	internet	service	provider.
A:	(SS)	Answer	all	HelpSU	tickets.	One	of	my	staff	and	I	have	unresolved	help	tickets	(1-2	each)	that	were	never	fixed.	
They are 1-2 years old and relate to reporting.
A:	(SS)	As	a	Mac	user,	the	website	support	is	good,	but	I	would	like	to	have	better	phone	support,software	updates	
and accessibility. More control over phone - voicemail and routing of numbers for my team.
A:	(SS)	better	calendar.			helpsu.stanford.edu	is	not	clear	to	choose	at	all.	it’s	not	descriptive	for	users	to	choose	the	
category of the problems.
A:	(SS)	Determine	and	provide	one	cohesive	approach	to	issues.	When	setting	up	my	calendar(s),	iPhone,	and	
intranet	site,	I	worked	with	several	people	at	IT	Services	and	each	one	had	a	different	solution	to	my	question(s).	
It created chaos for me so I can only imagine what it would do to the academics in my department who can barely
use email. We are all set up differently here, which means increased issues with compatibility and ability to help each
other troubleshoot.
A:	(SS)	have	a	campus-wide	but	limited	to	campus	social	networking	software
A:	(SS)	help	with	email-	email	ability	to	organize	files,	learn	how	to	use	address	book	in	email
A:	(SS)	Increase	awareness	and	access	to	services.
A:	(SS)	itemization	of	the	expenses	and	rate	schedule	for	billing	services
A:	(SS)	Make	sure	servers	for	ofweb	stays	up?		I	feel	like	everytime	I	go	in	to	iOU	to	pay	bills	and	such	I	get	an	
internal server error and it’s down often.
A:	(SS)	Mostly,	I	need	to	learn	to	take	advantage	of	back-up	services.
A:	(SS)	Stay	more	abreast	of	innovative	trends	and	bring	them	to	the	University	quickly	(e.g.,	secure	Stanford	IM).
A:	(SD)	Be	able	to	reach	them	more	readily.
A:	(SD)	constant	WiFi	availability


MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-37


A:	(SD)	Respond	faster	when	requested.
A:	(SD)	Respond	to	requests.	Someitmes	I	get	a	solution	and	sometimes	I	never	hear	back	after	the	initial	contact.	
They hope I will go away and I do because I don’t have time to keep pestering so I figure out work-arounds but think
less well of them as a result.
A:	(SD)	Set	up	a	guest	self-registration	service	for	wireless.		Very	important	for	visitors,	vendors,	continuing	studies	
students,	etc.		Also	make	it	so	I	don’t	have	to	submit	a	Help	ticket	whenever	I	want	to	change	the	message	in	one	of	
my menu voicemail boxes.
A:	(NR)	Global	directory	that	is	accessible	in	email	and	a	global	calendar	tool.
A:	(NR)	have	a	way	to	set	up	a	really	fantastic	phone	tree	on	line	specific	to	what	we	need
A:	(NR)	Improve	Coursework




                                                                                                        MOR Associates, Inc.
A-38 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q59 ..What.are.the.two.or.three.most.important.services.IT.Services.provides.you?
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.overall.satsifaction.with.the.services.
provided.by.IT.Services .
F:	(VS)	(1)	Powerful	computing	and	data	storage	capabilities	for	my	research	(2)Web	mail	services
F:	(VS)	access	to	LAne	MEd	Library	services
F:	(VS)	an	onsite	person	to	deal	with	IT	issues
F:	(VS)	Backup	for	in-house	services.		Help	with	new	software,	e.g.	migration	to	new	email	provider.
F:	(VS)	backups,	data	recovery
F:	(VS)	CrashPlan,	help	with	various	laptop	issues.
F:	(VS)	desktop	support
F:	(VS)	e-mail,	access	to	electronic	journals
F:	(VS)	Email
F:	(VS)	email	and	help	solving	it	problems.
F:	(VS)	email	by	far
F:	(VS)	Email,	data	backup
F:	(VS)	fixing	all	my	computer	problems
F:	(VS)	Good	advice	and	distant-fixes	when	necessary
F:	(VS)	Help	in	selecting	and	installing	technology.		Help	in	trouble	shooting	problems.
F:	(VS)	help	when	my	cooomputer	is	down:	guidence	when	new	sytems	for	campus	computing	are	initiated	by	IT
F:	(VS)	hummm.	My	department	admin	consults	about	my	questions	and	provides	answers.
F:	(VS)	Immediate	fixes	with	problems
F:	(VS)	IT	support	in	a	timely	manner.		Explanation	of	various	glitches
F:	(VS)	Maintains	my	desktop	and	laptop	computers.	Back-up	of	files
F:	(VS)	Networking	Phone	Back-up	of	my	desktop
F:	(VS)	New	computer	set-up	&	data	transfer	Software	Upgrades	and	problem	solving	Hard	disk	replacement
F:	(VS)	prompt	response	to	HelpSU	calls;	updating	my	computer	and	configuring	new	ones	every	few	years
F:	(VS)	reliability.	timeliness	if	I	have	a	problem
F:	(VS)	software	access
F:	(VS)	Support	and	problem	solving
F:	(VS)	support	for	computer	issues,	password	retrievals
F:	(VS)	web	hosting
F:	(S)	-	assistance	with	stanford	websites/coursework/




MOR Associates, Inc.
               Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-39


F:	(S)	1.		Timely	problem	solving	2.		Wireless	connection-	needs	to	include	consistent	wireless	connection	in	the	
clinical areas- hospitals, clinic
F:	(S)	1)	new	equipment	setup	2)	troubleshooting	with	hardware	and	software	problems	3)	there	should	be	more	
Stanford-licensed softwares available to the faculty--if these are available, I’m not aware of them.
F:	(S)	Access	to	Brian	Palermo	for	helpsu,	updates	(Bix	fix),	SWDE
F:	(S)	calendar	service,	email,	database	creation
F:	(S)	CrashPlan
F:	(S)	desktop	support,	research	disk	space,	file	backup	and	recovery
F:	(S)	e-mail	voice	mail
F:	(S)	e-mail,	access	to	Stanford	services	from	off	site.
F:	(S)	email
F:	(S)	Email	and	calendaring.
F:	(S)	email	and	remote	access	to	my	desktop
F:	(S)	email	calendar	files	service
F:	(S)	email	Coursework	Axess
F:	(S)	Email	forwarding,	wired/wireless	internet,	business-use	cell	phone	services.
F:	(S)	email,	calendar,	security
F:	(S)	Email,	cell	phone,	voice	mail.
F:	(S)	email,	course	website
F:	(S)	Email,	web,	internet	access.
F:	(S)	Email.	Computer	protection.
F:	(S)	Email.	VPN	access	to	stanford,	helpSU
F:	(S)	fix	things	when	my	computer	breaks	down
F:	(S)	help	when	there	is	a	problem	with	phone/email,	essential	softwares
F:	(S)	Help	with	problems
F:	(S)	Help	with	setting	up	new	computers,	software,	networking.		This	includes	iPhone.
F:	(S)	HelpSU		webhosting
F:	(S)	I’m	not	sure	what	IT	Services	does	separately	from	the	GSB	IT	services,	so	it	is	hard	for	me	to	answer	this.		I	
get good prompt service when I have computer problems. I get much less spam with my email than I used to and i
greatly appreciate the filtering that is being done. I am very satisfied that I am able to have access to many academic
journals online. It saves me immensely compared to having to dig through paper journals in the past!
F:	(S)	Internet	access	Global	storage	Off-site	access	to	my	files	and	desktop	(remote	access)
F:	(S)	internet	access,	most	importantly	to	the	scientific	journals.
F:	(S)	iPhone,	website



                                                                                                      MOR Associates, Inc.
A-40 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


F:	(S)	Network	availability
F:	(S)	quick	response	to	problem	with	hardware	and	software
F:	(S)	Reliable	internet	access	email
F:	(S)	Remote	access	to	stanford	local	machines	E-mail
F:	(S)	security	email	updates
F:	(S)	Server	hosting	Advice
F:	(S)	software	provider
F:	(S)	Software,	storage,	email
F:	(S)	SOS	response	to	computer	craziness.
F:	(S)	support	for	desktop	and	blackberry
F:	(S)	They	update	systems	and	virus	protection.	They	do	a	periodic	“tune-up”	of	my	Mac,	the	performance	of	which	
seems to degrade over time. They make sure I am attached to a backup system.
F:	(S)	web	connection	security
F:	(S)	Webmail
F:	(S)	Webmail	WiFi	Cable	TV
F:	(S)	Wireless	access	SUMC	Wired	access	to	Internet	in	offices
F:	(SS)	Access	to	VPN
F:	(SS)	email	server	internet	access	software
F:	(SS)	ESS;	Software	licensing;	web	hosting
F:	(SS)	setting	up	computers	on	the	Stanford	network	email
F:	(SS)	Uptime.	AFS	(despite	my	dislike	for	it).
F:	(SS)	webmail,	wifi
F:	(SS)	Webmail.
F:	(SD)	help	with	iPhone
F:	(SD)	Reliable	campus	network,	reliable	campus	email	gateway,	general	security	at	the	campus	level.
F:	(SD)	Troubleshooting,	applications	and	their	download	instructions
F:	(D)	Basic	email	and	Web	access	services.
F:	(D)	networking	of	the	clinical	epilepsy	unit	-	but	this	is	hospital	IT
F:	(D)	Support	for	statistical	software	used	on	the	mainframe	(when	they	feel	like	providing	it).	Desktop	support	
(this,	actually,	has	been	quite	good).
F:	(NR)	Services	that	Central	IT	Services	provides	to	my	School	IT	Services
F:	(NR)	Software
G:	(VS)	email	&	computer	support	&	data	storage



MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-41


G:	(VS)	HelpSU	option,	Website	hosting,	great	network	speed/reliability
G:	(VS)	internet	connection;	webmail;	AFS	server
G:	(VS)	Internet	Internet	Internet
G:	(VS)	Library	access,	off-site	(including	electronic	resources).	The	essential	software	and	security	updates.
G:	(VS)	stable	WiFi	connection	having	stanford	e-mail	running	keeping	servers	with	large	capacity	and	high	speed	for	
computations.
G:	(VS)	Webmail,	Wireless	internet,	WebAfs
G:	(VS)	Wi	Fi	AFS
G:	(VS)	Wireless	connection.
G:	(VS)	wireless	internet
G:	(VS)	wireless	internet	wired	internet
G:	(VS)	Wireless	internet,	Remote	access,	Antivirus	software.
G:	(VS)	Wireless,	email,	secure	login.
G:	(S)	at	home	visits	for	computer	problems
G:	(S)	E-mail	and	free	software
G:	(S)	E-mail	and	Internet
G:	(S)	e-mail	and	internet	access
G:	(S)	email	-	Wireless	internet
G:	(S)	Email	Internet	Web	host
G:	(S)	email,	wired/wireless	networking
G:	(S)	Email,	Wireless	access.
G:	(S)	email,	wireless,	AFS
G:	(S)	Email,AFS.
G:	(S)	essential	softwares	download
G:	(S)	Fast	and	reliable	internet	connection
G:	(S)	Free	usage	of	softwares,	remote	computing	resources,	central	data	storage.
G:	(S)	I	think	that	the	stanford	email	and	general	networking	stuff.
G:	(S)	Internet	access,	Data	storage
G:	(S)	internet	and	email
G:	(S)	internet	connection	and	email.
G:	(S)	Network	access,	email,	AFS	space
G:	(S)	Networking	(wired	/	wireless),	E-mail,	?
G:	(S)	Residence	and	Office	network	connections.	Email	hosting	with	IMAP.


                                                                                                      MOR Associates, Inc.
A-42 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


G:	(S)	residence	wired	internet	residence	wireless	internet
G:	(S)	software	downloads,	webmail
G:	(S)	speed,	efficiency
G:	(S)	webmail	axess	coursework
G:	(S)	Webmail,	Wired	and	wireless	internet	access,	website	hosting
G:	(S)	Wireless	internet,	computer	problem	support
G:	(S)	Wireless	network	Email
G:	(S)	wireless	network,	Cable,	Unix/Linux	Server
G:	(S)	WLAN,	E-Mail
G:	(SS)	Email	Wireless	connection	in	my	residence	HelpSU	services
G:	(SS)	Email,	Internet	service
G:	(SS)	Internet	access,	Webmail
G:	(SD)	ability	to	connect	to	the	internet	when	I	need	it,	email	and	help	when	I	need	it
G:	(NR)	internet	&	email
G:	(NR)	Wired	Internet	access	Mail/Calendar	service
U:	(VS)	AFS	space,	remoting	capability	Stanford	software	especially	SecureFX	Departmental	computer	clusters
U:	(VS)	Cell	phone	reception	and	wireless.
U:	(VS)	Email
U:	(VS)	Email,	AFS.
U:	(VS)	High	speed	wireless	internet.
U:	(VS)	Webmail	internet	access	cable	tv
U:	(VS)	Wifi
U:	(VS)	Wireless
U:	(S)	1)	AFS	space	2)	MySQL	hosting	3)	really	fast	internet
U:	(S)	Email	and	Coursework.
U:	(S)	Email,	space	to	store	data	on	department	servers
U:	(S)	email,	SU	help	requests
U:	(S)	HelpSU	and	wireless	internet
U:	(S)	Internet	and	Email
U:	(S)	Internet	service,	webmail.
U:	(S)	Off-campus	access.	E-mail	service.
U:	(S)	Online	Storage.	Wireless	internet.
U:	(S)	Webmail,	Coursework.


MOR Associates, Inc.
                Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-43


U:	(S)	webmail,	wireless	internet
U:	(S)	Wi-Fi	connection,	Cable	television
U:	(S)	Wireless	Internet	and	Wireless	Internet
U:	(S)	wireless	internet,	security	especially	off	campus
U:	(S)	wireless	network.
U:	(SS)	E-mail	and	billing	services
U:	(SS)	Free	wireless	internet	access	and	computer	cluster	access	when	my	personal	laptop	is	not	working	(for	
whatever	reason)
U:	(SS)	Internet,	anti	virus	software
U:	(SS)	internet,	help	sites
U:	(SS)	Webmail	and	internet	use	in	general.
U:	(SS)	Webmail,	Server	Access
U:	(SS)	wifi.
U:	(SS)	Wired/Wireless	Internet	Email
U:	(SD)	email,	lanelibrary	pubmed	connection
U:	(SD)	fast	internet	connection
U:	(NR)	Internet,	antivirus
U:	(NR)	Internet,	HelpSU,	maintaining	Stanford	websites	that	I	use	often	(stanfordwho,	coursework,	axess,	etc.)
U:	(NR)	Internet,	mail,	wireless.
A:	(VS)	(1)	reminders	to	change	password;	(2)	websites	that	provides	services	like	this	survey	and	(3)	remote	access	to	
desktop.
A:	(VS)	1.	server	to	organize	and	store	our	departmetns	work	and	2.	Iphone	where	i	can	always	check	email	and	
calendar
A:	(VS)	Accessibility	--	ability	to	talk	to	a	live	person	at	any	time.	&	Suggestions	-	when	we	mention	a	problem,	they	
proactively suggest a way to avoid the problem in the future.
A:	(VS)	back-up	program,	VPN,	access	to	central	network/server	for	storing	documents
A:	(VS)	Customer	service	x	3
A:	(VS)	Easy	access	for	help;	Protection	against	viruses.
A:	(VS)	email,	access	to	SU	network	from	offsite,
A:	(VS)	email,	calendar	and	desk	phone
A:	(VS)	email,	calendar,	network	availability
A:	(VS)	Email,	Oracle	interface,	voicemail	to	email
A:	(VS)	Help	desk,	help	email
A:	(VS)	Help	when	something	goes	wrong.


                                                                                                     MOR Associates, Inc.
A-44 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


A:	(VS)	helpsu	stanford.edu	acccess	personalized	tech	support	through	department
A:	(VS)	I	always	have	been	getting	excellent	help.		Curently	Eric	Deskin	helps	us,	he	is	just	amazing,	hard	working,	
and so far there has been no problem that he has not been able to fis. Who ever does the hiring for your department
does a great job.
A:	(VS)	I	telecommute,	so	the	most	important	things	for	me	are	smooth-running,	quick	webmail	and	a	secure	place	
to	store	my	files	on	the	department	server	via	VPN.	IT	Services	more	than	adequately	provides	these	things	for	me	at	
present. Eric in Med IT makes everything run smoothly, quickly answers questions and solves problems.
A:	(VS)	Laptop	support,	software,	email	support
A:	(VS)	Most	recently,	service	with	the	Voice	Message	System.	This	was	an	urgent	issue	due	to	the	importance	of	
having our study hotline ready for paricipant use. The issue was resolved within one day!
A:	(VS)	Mostly	all	the	off-campus	needs	because	I	am	a	research	field	worker.	I	need	to	be	able	to	connect	even	if	I	am	
not at campus, and it’s always great that I can easily access everything even if I am outside of campus.
A:	(VS)	One	on	one	help	when	needed.
A:	(VS)	Quick	response	to	HELPSUs.		Helpful	people	who	guide	me	through	processes	easily.
A:	(VS)	reliable	connections	to	the	server/mail.
A:	(VS)	Solutions	when	the	system	isn’t	working	right.	Fast	follow-up.	Knowledgeable	solutions.
A:	(VS)	Support	for	desktop	applications	and	problem	solving	when	working	remotely.
A:	(VS)	Tech	training	&	briefings	and	computer	security	software/updates
A:	(VS)	telephone	assitance	Ben	Patterson	assitance
A:	(VS)	terriffic	desk	top	support
A:	(VS)	The	help	desk	is	very	helpful	and	important	The	Classes	are	great
A:	(VS)	Training,	problem	solving,	backing	up	of	data.
A:	(VS)	trouble	shooting,	updates,
A:	(VS)	web	axess	webmail	Phone/voice	mail
A:	(VS)	web	help	technical	advice	for	when	I	encounter	problems	creating	or	maintaining	my	website
A:	(VS)	Webmail	and	HelpSU
A:	(VS)	Wi-Fi.
A:	(VS)	wireless	connectivity,		email,		voicemail
A:	(S)	1.	Back	up	of	our	server	2.	HELPSU
A:	(S)	1.	Creating	DocuShare	accounts	for	our	department	2.	Helping	us	integrate	Remedy	with	Jira
A:	(S)	Adding	new	services,	and	Classes
A:	(S)	afs,	mysql,	webauth
A:	(S)	Anti-virus	consulting	Web	Site	Services	Software	consultation
A:	(S)	Cell	service
A:	(S)	Computer	Phone


MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-45


A:	(S)	Computer	support	when	needed.
A:	(S)	Desk	top	support.	Updating.	Keeping	VPN	and	Remote	Desk	top	functioning.
A:	(S)	DSL
A:	(S)	Email		calendaring
A:	(S)	email	and	web	hosting
A:	(S)	Email	Desktop	support
A:	(S)	email,	calendar
A:	(S)	emails+wireless	internet+AFS
A:	(S)	forward	work	phone	to	cell	phone
A:	(S)	FW	rules	TSM	backups
A:	(S)	Hardware	firewall	Mail	services	Updated	ESS
A:	(S)	Help	Desk		(although	service	is	extremely	variable,	depending	on	expertise	of	staff	member).		AUtomatic	
updates.
A:	(S)	Help	Desk,	Webmail
A:	(S)	help	with	Cantor	Center	database	connection
A:	(S)	help	with	my	home	mac	eAM	fix	desktop	office	computer
A:	(S)	HelpSU	tickets	and	phone	support	and	automatic	backups
A:	(S)	HelpSU,	Well	Taught	Relevant	Technology	Classes,	Information	Security
A:	(S)	High	speed	internet	service	Online	and	phone-based	trouble	shooting	and	problem	solving	continuous	
updating of software
A:	(S)	I	love	getting	my	phone	messages	on	my	computer	--	it	really	helps.	Also,	the	IT	website	for	new	iPhone	users	
was very helpful!
A:	(S)	immediate	access	to	E-mail	from	any	location,	immediate	access	to	calendaring	from	any	location,	ability	to	
store sensitive information securely
A:	(S)	installation/repair	of	university	phone	line	network	access
A:	(S)	Internet/web	access,	and	phone	services.
A:	(S)	Network,	windows	systems	support,	LDAP
A:	(S)	Phone	and	web	help	Data	backups
A:	(S)	phone/voicemail,	webmail,	quick	assistance/trouble-shooting
A:	(S)	Provide	immediate	resolution	without	being	told	that	someone	is	going	to	call	back	which	most	of	the	time	
does not call until a day or so later.
A:	(S)	Support	for	administrative	systems.	Ability	to	access	central	systems	off-site.
A:	(S)	support	for	using	software	like	peoplesoft,	hardware	support
A:	(S)	support	knowledge



                                                                                                    MOR Associates, Inc.
A-46 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


A:	(S)	Troubleshooting	and	solving	problems
A:	(S)	VPN
A:	(S)	Web	access	and	security.	Quick	and	helpful	responses	to	a	variety	of	questions	and	problems	(very	much	appre-
ciated!!)
A:	(S)	wired	and	wifi	network
A:	(S)	Zimbra	Client	for	Outlook,	Calendar	Sharing,	Smartphone	sync,	Internet	access.
A:	(SS)	a	reliable	and	helpful	tech	person
A:	(SS)	CRC	desktop	support,	IT	Services	Server	support,	server	hosting	at	the	data	center,	and	BARS	server	backups
A:	(SS)	E-mail,	Help	service.
A:	(SS)	Email,	calendar,	support	for	iphone	sync
A:	(SS)	email,	Epic,	desk	phone
A:	(SS)	Help	Tickets	and	phone	help.
A:	(SS)	Set	up,	set	up,	set	up.	Since	we	are	each	set	up	differently,	I	couldn’t	begin	to	figure	it	out	myself	and	have	
resorted to putting in a help ticket for anything and everything. Even configuring my iPhone.
A:	(SS)	The	HelpSU	system	for	routing	things	to	many	offices	(payroll,	GFS,	student	services).
A:	(SS)	web	access,	email
A:	(SS)	webmail,	efficient	helpsu	and	reliable	internet.
A:	(SS)	wireless	internet	activation	for	visiting	scholars
A:	(SD)	campus	WiFi
A:	(SD)	Computer	support!
A:	(SD)	desktop	support	in	a	timely	fashion	when	I	lose	access	to	an	important	piece	of	work.
A:	(SD)	Keeping	all	the	servers	&	systems	running!!!		:)	Support	so	that	I	don’t	have	to	think	about	a	lot	of	this	stuff.
A:	(VD)	helps	me	with	little	glitches,	i.e.	virus	problems.	Identifies	where	the	problems	are.
A:	(NR)	Computers/phones
A:	(NR)	Email




MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-47


Q60 ..What.is.one.thing.IT.Services.could.do.to.improve.the.way.it.communicates.
about.its.services?
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.overall.satsifaction.with.the.services.
provided.by.IT.Services .
F:	(VS)	Availability	of	personal	contact	and	opportunities	for	updating	my	knowledge	via	contact	with	a	person.	I	
know it is expensive but this is what high cost an low budgets have done to us.
F:	(VS)	DSL	at	my	hom	on	campus
F:	(VS)	On	site	visual	demonstrations
F:	(VS)	Status	update	emails	(should	be	routine)
F:	(VS)	they	are	very	good	about	it
F:	(VS)	They	do	a	good	job	for	me.		They	are	responsive	and	use	their	knowledge	to	correct	errors.
F:	(S)	Always	lead	with	a	simple	story	about	the	usefullness	of	common,	centralized	services
F:	(S)	B	certain	to	write	instructions	at	every	level	in	simple	plain	english
F:	(S)	Communicate	on	a	regular	basis	about	software	updates.
F:	(S)	email	me
F:	(S)	find	better	ways	to	tailor	communication	to	users	needs
F:	(S)	Finding	IT	services	on	Stanford	website	is	too	difficult.
F:	(S)	I	actually	think	it	does	a	pretty	good	job	of	communicating	about	its	services.
F:	(S)	I	deal	pretty	much	directly	with	a	person	from	IT	services	whom	I	know	and	who	knows	my	system	configura-
tions and those of my secretary. In the end, a reliable person like this is probably the most important service overall
and it is the communication happens. Each user is different and such an IT human is more like a personal physician
than	a	technician.		In	this	way,	we	can	optimize	use	(I’m	a	sophisticated	user	without	needing	to	know	or	waste	my	
time	on	any	of	the	mechanics).
F:	(S)	I	miss	the	old	“On	Computing”	newsletters...	found	those	very	helpful.
F:	(S)	I	would	like	to	know	more	about	what	IT	does	provide	--	free	software,	assistance,	etc.		I’d	also	like	to	know	
more about email options while off campus.
F:	(S)	Keep	up	what	you	are	doing.
F:	(S)	miss	the	paper	version	of	On	Computing	because	I	carried	it	around	and	read	it	carefully;	what	about	an	
annual bulletin on paper
F:	(S)	Plans	for	improvements	and	updates	to	IT	Services	Cell	Phone	Service	should	be	clear	and	kept	current	on	the	
website.
F:	(S)	regular	commitment	of	a	pool	of	IT	experts	to	departments	so	that	they	know	generally	the	common	range	of	
problems
F:	(S)	Send	messages	through	department	service	managers,	who	can	help	make	sure	the	message	reaches	the	faculty
F:	(S)	Send	out	a	menu	of	currently	offered	services
F:	(S)	you	are	doing	it.



                                                                                                      MOR Associates, Inc.
A-48 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


F:	(SS)	Ordering	new	services	is	a	convoluted	process,	and	it’s	unclear	who	should	be	contacted	about	what
F:	(SS)	Regular	newsletter.		E.g.,	I’d	never	heard	about	formbuilder	(or	whatever	it’s	called...	“Form	Management”?)		
But then again, it doesn’t work well, it doesn’t say up front what it’ll do for me... so it looks like a hack.
F:	(SS)	Send	out	hard	copy	“catalogue”	once	a	year	to	faculty	and	staff.				Email	/	webpage	based	means	of	communi-
cation are too passive.
F:	(SS)	synchronize	web	pages	with	emails	--	a	recent	email	about	backup	service	had	a	link	back	to	ITSS	that	led	
nowhere
F:	(SD)	A	bit	better	customer	relations.
F:	(SD)	Communication	is	a	major	weakness	at	this	ppoint.
F:	(D)	It	could	be	responsive.
G:	(VS)	I	wasn’t	aware	of	the	free	software	available	to	students.		I	don’t	know	if	this	is	because	it	was	communicated	
to me already and for whatever reason I didn’t remember, or because I was never told. I’m leaning toward the first
G:	(VS)	Inform	the	community	about	all	of	the	great	features	like	WebAfs
G:	(VS)	It’s	great
G:	(VS)	may	be	using	a	Facebook	page	(or	any	social	network	for	Stanford)
G:	(VS)	Send	an	introductory	summary	email	to	new	students,	or	maybe	once	a	year.
G:	(VS)	The	updates	are	good,	but	a	simplified	version	of	the	more	technical	ones	(e.g.	Speaking	about	Computers)	
could be useful.
G:	(VS)	When	trying	to	register	a	guest	in	a	residence	hall	it	is	brutal,	and	there	is	and	endless	cycle	of	website	clicking	
that	doesn’t	get	answers,	just	the	same	few	pages	without	critical	FAQ	to	the	process.
G:	(S)		Pretty	good	as	is
G:	(S)	A	lot	of	the	services	you	ask	about	in	this	survey	I	didn’t	know	existed,	so	I	guess	make	more	surveys?
G:	(S)	Advertise/Promote	its	service	more.	Let	people	know	we	can	do	these	with	Stanford	IT	Services
G:	(S)	Does	IT	Services	have	a	blog?	Twitter?
G:	(S)	have	the	names	and	contact	info	for	each	IT	person	assigned	to	our	EV	building	advertised	somewhere	easy	to	
find.
G:	(S)	I	think	the	communication	is	satisfactory.
G:	(S)	If	you	don’t	do	this	already,	it	would	be	nice	to	have	maybe	a	one-	or	two-page	summary	of	services	handed	
out to new students and/or readily available online.
G:	(S)	IT	Services	offers	much	but	a	lot	of	it	I	do	not	know	about.	A	better	designed	web	portal	to	all	the	services	with	
introduction and ease of access would go a long way.
G:	(S)	let	students	know	what	services	you	provide
G:	(S)	list	of	available	services	on	the	web	site
G:	(S)	more	organization	tools	in	webmail
G:	(S)	More	qualified	person	to	answer	questions.
G:	(S)	More	visiblity	on	the	Stanford.edu	main	webpage.


MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-49


G:	(S)	no	comment
G:	(S)	Organize	seminars/workshops	to	introduce	its	services	to	students.
G:	(S)	Send	out	newsletters
G:	(S)	Streamline	the	IT	services	website	&	keep	it	more	up	to	date.
G:	(SS)	Send	short	emails	highlighting	available	and	new	features/services.	In	those	emails,	be	brief	and	use	font	that	
directs the reader to the important details.
G:	(SS)	Tell	us	about	them	in	a	quarterly	newsletter.	I	don’t	know	all	the	services	that	are	provided.
G:	(SD)	the	help	desk	needs	to	be	more	pro-active	about	problem	solving	and	when	they	have	a	person	that	is	
supposed	to	be	in	charge	of	certain	areas	(like	EV	etc...)you	can	actually	get	a	hold	of	that	person	in	a	timely	manner,	
I live in the Abrams Midrise and called our contact person for three days and they never responded, that is not good
service to me
U:	(VS)	Email	updates	maybe?	I’m	not	sure	if	I	receive	any.
U:	(VS)	Emails
U:	(VS)	send	more	emails	because	no	one	checks	the	website
U:	(VS)	Sometimes	there	is	confusion	as	to	which	department	or	part	of	IT	services	is	issuing	an	email	or	notice.	
Perhaps some clarification on this.
U:	(VS)	Tell	us	more	about	what	services	are	available..
U:	(S)	1)	a	better	organized	website
U:	(S)	Better,	more	accessible	(and	central)	website
U:	(S)	Continue	to	send	emails	with	updates.
U:	(S)	Guest	registration	for	internet	is	confusing.
U:	(S)	I	don’t	know	about	the	resources	available;	eg	I	don’t	know	how	to	store	files	centrally/create	my	website.	More	
to	get	this	info	out	there?
U:	(S)	Maybe	send	an	email	after	a	computer	is	registered	about	what	is	available.
U:	(S)	More	emails	letting	students	know	what	IT	services	can	help	with
U:	(S)	More	storage.
U:	(S)	nothing,	it’s	fine
U:	(S)	Sometimes	it	is	difficult	to	know	who	to	contact	about	various	technological	problems;	the	website	is	confus-
ing.
U:	(SS)	e-mails
U:	(SS)	Good	for	now	through	emails	and	axess
U:	(SS)	i	don’t	know	about	most	of	them!	communicate	better!	teach	RCCs	so	they	can	teach	us	about	what	you	do
U:	(SS)	Not	sure.	Maybe	be	active	and	continue	to	ask.
U:	(SS)	send	an	“essential	email”	every	quarter	with	updates	and	links	to	helpful	webpages.
U:	(SD)	I	do	not	know	what	some	of	these	services	are	so	maybe	a	general	introduction	to	a	service



                                                                                                         MOR Associates, Inc.
A-50 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


U:	(SD)	make	students	more	aware	of	whats	available,	had	no	idea	all	these	applications	were	available	until	this	
survey
U:	(NR)	Publicize	the	services	you	offer.	I	had	no	idea	half	of	these	features	asked	about	were	available	to	students.
A:	(VS)	add	a	“did	you	know”	section	to	the	weekly	updates	on	resources	available.
A:	(VS)	Have	a	call-in	line
A:	(VS)	Have	more	surveys	like	this.
A:	(VS)	I	think	you	generalluy	do	a	great	job,	I	don’t	know	what	to	recommend.
A:	(VS)	improve	email	so	that	secure	pt	data	can	be	sent	without	going	to	a	specifically	configured	computer
A:	(VS)	Instant	chat	for	customer	service
A:	(VS)	maintain	close	connection	to	local,	department	network	manager
A:	(VS)	Make	Online-Chat	available.
A:	(VS)	Maybe	more	information	about	exactly	what	the	help	desk	can	and	can	not	do
A:	(VS)	N/A	--	you’re	doing	a	great	job!
A:	(VS)	Perhaps	a	weekly	listserv	email	providing	updates	on	current	and	future	services	and	enhancements
A:	(VS)	See	first	question.
A:	(VS)	they	do	a	great	job	already
A:	(VS)	We’re	all	pretty	busy,	so	unless	I	have	a	problem,	I	don’t	ordinarily	take	the	time	to	look	at	general	messages	
from IT Services. Our department has a designated IT person who takes care of our basic problems and needs, so
there really isn’t that much motivation to look up information on my own.
A:	(VS)	when	providing	a	survey,	you	may	want	to	describe	what	some	of	the	terms	are..(	I	am	not	sure	if	I	am	a	web	
host	or	not)	and	distinguish	as		answers	‘dont	use’	or	‘dont	know	what	it	is’
A:	(VS)	When	there	is	a	new	development	send	us	an	update	via	e-mail
A:	(S)	Advertise	on	the	Stanford	Home	Page...What’s	new	and	What’s	popular.	This	would	lead	me	to	investigate	
further, especially what’s popular; if many folks are using it, I probably should at least check out the service.
A:	(S)	advertise	them	better	(maybe	via	emails?)
A:	(S)	data	encryption
A:	(S)	Distribute	information	regarding	how	departments	can	use	the	services	more	economically	and	efficiently.
A:	(S)	does	fine
A:	(S)	Have	better	web	site.	I	can’t	figure	it	out
A:	(S)	host	brown	bags	to	learn	about	cool	new	features.		I’d	never	heard	about	half	the	things	mentioned	in	this	
survey.
A:	(S)	I	mostly	use	the	IT	people	in	my	department	and	they	are	very	helpful
A:	(S)	I	would	like	to	find	the	lbre	it	website.
A:	(S)	more	comms.
A:	(S)	Not	sure	...


MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-51


A:	(S)	Periodic	email	reminders	of	tips	and	tricks	or	new	additions	to	the	website.
A:	(S)	Provide	some	typical	use	cases	or	specific	examples	of	how	an	employee	can	fully	take	advantage	of	services	
available to them.
A:	(S)	Provide	Weekly	tips	(via	e-mail)	on	the	features	of	Zimbra.
A:	(S)	remember	that	a	lot	of	us	are	not	techies
A:	(S)	Word	it	in	ways	I	can	easily	understand.
A:	(SS)	Consolidate	it	Apple	support	to	one	area	where	you	could	search	for	info.	A	better	support	portal	as	it	is	easier	
to	search	google	for	info	than	go	to	the	support	site	to	find	help.		(maybe	that	is	the	way	you	want	it.)
A:	(SS)	Do	directed	training	sessions	for	a	department	instead	of	telling	us	to	try	to	make	it	to	one	of	the	hundred	
offered. Our needs are very very different from the needs of staff in the med school or the comptroller’s office and it
just confuses people to sit through a session where questions don’t pertain in any way to their work.
A:	(SS)	List	them	centrally	on	your	web	page	and	make	that	web	page	easy	to	get	to.
A:	(SS)	regularly	tailor	messages	to	specific	departments	(Business	Affairs)
A:	(SS)	you	do	just	fine
A:	(SD)	free	courses
A:	(SD)	Seems	like	there	is	a	lot	of	stuff	available	that	most	of	us	are	unaware	of.		My	office	did	not	even	know	the	
campus IM service went into play until we started seeing staff list their IM contact info on their emails. Maybe get
the	new	stuff	announced	in	the	Stanford	Report?
A:	(SD)	Write	an	email			from	the	perspective	of		consumers		needs	instead	of	IT’s	perspective.	Too	often	I	have	to	
read to the end of long emails to find out why they are writing me. Put our needs first and then tell us added details
that you want us to know. Example: Don’t tell us why you are doing something--say my email may be unavailable
Friday	afternoon		at	3	p.m.		and	then	tell	me	why.	Half	of	what	you	tell	me	about	why	is	stuff	I	don’t	understand	and	
really don’t need to understand.




                                                                                                      MOR Associates, Inc.
A-52 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


Q61 ..Anything.else?
The.answers.to.this.question.have.been.sorted.by.cohort.and.then.by.overall.satsifaction.with.the.services.
provided.by.IT.Services .
F:	(VS)	Advertise	the	courses	or	workshops	that	IT	currently	does.
F:	(VS)	David	Acoba	and	Ty	Franklin	are	phenomenal!		Also,	the	IT	tech	who	installed	Crash	Plan	was	wonderful	
too.		Unfortunately,	I	can	not	remember	his	name.		He	was	installing	Crash	Plan	in	the	history	department	during	the	
week of Feb 21
F:	(VS)	Eric	Deskin	is	absolutely	the	best
F:	(VS)	Host	a	periodic	laptop	“clinic”	at	various	locations
F:	(VS)	I	have	personally	impressed	with	Eric	Deskin’s	responsiveness	and	help.
F:	(VS)	No-	you	do	a	great	job.
F:	(VS)	Several	of	the	IT	service	providers	have	really,	really	been	helpful	with	problems	of	international	travel,	sab-
batical internet links, hard disk replacement, etc. The services are very much appreciated: keep up the good work!
F:	(VS)	thank	you	very	much
F:	(VS)	The	people	in	the	school	of	Education	are	incredible.	The	best	in	the	world	!!!!
F:	(S)	Ask	the	President	and	Board	of	Trustees	to	appoint	a	CIO	over	all	IT-related	services	at	Stanford.		You	are	an	
orphan and are being bypassed by users making bad choices about how they conduct their Stanford business. Many
of these choices should be made for users, not given to them to make in whatever quirky or negligent way they see fit.
Stanford business is Stanford’s, not the users to control.
F:	(S)	develop	ways	we	can	share	documents	in	the	clouds	with	other	people	off	campus
F:	(S)	Have	a	short-term	file	share	with	off	campus	individuals.		I’m	using	dropbox	now.
F:	(S)	Have	someone	on	your	staff	who	can	deal	with	East-Asian-language-related	computer	problems.
F:	(S)	i	like	being	able	to	call	and	get	a	person	to	help	me	with	my	IT	problem.	However,	i	do	not	like	it	when	they	try	
to push me to my local departmental IT person. If I wanted his help, I would have asked him myself. There is a reason
I	call	the	IT	Help	on	phone.	It	is	not	because	I	did	not	know	to	get	help	from	my	departmental	IT	person.
F:	(S)	I	rely	very	heavily	on	my	department	IT	people,	who	are	the	best	I	have	known	at	any	university	(Harvard,	
Chicago,	Utah).
F:	(S)	I’ve	been	part	of	the	Stanford	community	since	1991.	I	do	not	use	Stanford	webmail	or	other	central	services	
much	(nor	a	desktop	computer)	because	of	early	dissatisfaction	with	these	services.	At	the	moment,	I	have	everything	
nicely	set	up	using	external	support	(yahoo,	mozy).	It	will	be	a	barrier	for	me	to	change	over.	If	there	was	a	service	
that would help with that change over, I would.
F:	(S)	It	would	be	great	to	have	easy	centralized	backups	for	a	fee.			The	question	about	what	would	make	us	more	
likely to adopt them didn’t have “ease of use” as a line item. The great thing about my external hard drive is that it is
so easy to use.
F:	(S)	Please	improve	the	manner	in	which	phone	service	(land	line)	is	connected,	set	up,	billed,	etc.			Overcharging	
errors need to be eliminated. Reduce cost.




MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-53


F:	(SD)	I	think	IT	services	should	be	paying	more	attention	to	the	large	free	services,	such	as	Google	Calendar,	Gmail,	
etc. These services are free, convenient, and provide a degree of reliability we are unlikely to ever match within the
University. Current university policies that, for example, discourage the use of free email services seem counterpro-
ductive in the long term: these services are probably, overall, more secure than anything the university could provide,
for example, and have the potential to dramatically reduce IT costs at the university. I doubt they could be used by
everyone,	but	substantial	numbers	of	people	at	Stanford	could	(and	do)	benefit	from	these	services,	so	more	thought-
ful policies that help the university get the most out of such services would be welcome.
F:	(D)	IT	should	really	think	it	over	before	changing	major	programs,	such	as	Outlook	and	Norton.		I	think	that	the	
change to Sophos is an outrage.
F:	(D)	Pay	more	attention	to	support	of	highly	distributed	computing	or	computer-supported	information	retrieval	
by local individuals; spend less energy/time/resources trying to centralize computing activities when there are those of
us who will not use ANY central facility other than perhaps large-scale parallel-computing clusters IF these were more
available for use on campus than they are.
F:	(NR)	I	have	had	static	on	my	phone	for	2	years.		After	4+	service	calls	without	resolution,	I	gave	up.	I	need	to	better	
understand	how	to	maintain	my	computer	(i.e.,	antivirus	etc.)
F:	(NR)	most	of	my	IT	services	are	provided	by	our	School	IT	Services.
G:	(VS)	If	google	has	already	done	it,	IT	doesn’t	need	to	bother	making	a	SU	version	but	integrating	in	google	services	
would be great.
G:	(VS)	Nope.		You	guys	do	a	a	great	service!
G:	(VS)	Please	add	the	possibility	of	sorting	emails,	on	webmail,	by	size.	As	far	as	I	can	tell	(and	after	searching)	there	
isn’t	such	a	capability,	which	makes	it	very	difficult	to	empty	out	the	inbox	when	it	gets	full	(which	it	inevitably	does).
G:	(VS)	thanks.	:-)
G:	(VS)	Why	bother	with	Stanford	webmail?		I’ve	watched	it	evolve	from	Pine	to	Zimbra,	and	it	will	never	get	better.		
When I started grad school I began forwarding everything to Gmail, and it made my life much easier.
G:	(S)	I	really	appreciated	all	that	Matt	Kauffmann	did	to	help	me	with	multiple	computer	viruses	on	my	PC	last	
year--he was fantastic!!
G:	(S)	It	is	exceptionally	frustrating	that	guests	can	be	registered	to	use	internet	on	campus	but	not	within	the	resi-
dences.
G:	(S)	It	would	be	great	if	you	set-up	a	simple	method	for	a	guest	computer	to	connect	to	the	residential	network.
G:	(S)	Just	to	note,	I	never	actually	use	Stanford	webmail	--	it’s	forwarded	to	my	gmail	account...
G:	(S)	No,	thank	you.
G:	(S)	sophon	anti	virus	is	bad
G:	(S)	thanks!!
G:	(S)	The	process	for	registering	guest	speakers	for	invited	tech	talks	is	somewhat	cumbersome.	Also,	projector	tech-
nology has incredibly poor usability and wastes a lot of student/teacher time.
G:	(SS)	Please	bring	back	windows	machines
G:	(SS)	This	survey	is	too	long.
U:	(VS)	I	didn’t	understand	a	good	75%	of	the	questions.		Technology	is	beyond	me.




                                                                                                        MOR Associates, Inc.
A-54 | Appendix A - Full Comments • Stanford Information Technology Services 2010 Client Survey


U:	(S)	Getting	a	guest	onto	the	wireless	network	is	difficult	sometimes,	because	they	can	only	connect	through	the	
Stanford network on their wireless device. In the dorms, the Stanford Residence page pops up and has no way to log
in the guest. Also, it is hard to access Stanford subscriptions on my laptop, say if I needed to write a paper or access a
database.
U:	(S)	Internet	gives	out	some	times	but	I	don’t	know	why.	Not	a	big	problem.
U:	(S)	More	free	software	like	Microsoft	Office	should	be	provided.
U:	(S)	no,	everything	is	pretty	good	as	I	see	it!
U:	(SS)	Let	me	know	if	there	are	any	short	classes	about	computer	literacy	(ie	an	hour	lecture	on	cleaning	up	a	hard	
drive	or	other	simple	but	important	things	I’d	rather	know	how	to	do	myself).
U:	(SS)	No,	but	I	don’t	particularly	use	the	IT	services	too	often.	It	would	be	nice	if	there	was	more	information	on	
how to utilize their services.
U:	(NR)	Increase	the	signal	for	T-mobile	users.
U:	(NR)	Make	axess	better.	It’s	very	counterintuitive	and	sloppy
A:	(VS)	I	appreciate	everything	you	do	to	make	our	work	lives	flow	smoothly.	We’re	so	dependent	on	our	comput-
ers, and I’m especially dependent on webmail, and the fact that I so rarely have problems speaks volumes about the
quality of care you all provide us. Many, many thanks for all you do. Rebecca Wyse
A:	(VS)	I	work	at	the	Business	School	and	we	have	an	amazing	IT	team	here.	i	can’t	answer	most	of	your	questions	
because they set up everything for me and immediately solve any problems that arise. We are spoiled over here.
A:	(VS)	I	work	for	Stanford	remotely	and	VPN	is	spotty	for	off-campus	access
A:	(VS)	IT	eliminated	the	dial-in	modems	(I	often	am	in	locations	with	only	a	phone	line),	and	IT	recommended	
Earthlink instead, which I subscribed to and never could use because of poor coverage, in spite of their marketing
claims. Do not recommned Earthlink. Ever.
A:	(VS)	It	would	be	great	if	IT	Services	could	expand	MySQL	to	personal	accounts.		Thanks!
A:	(VS)	Just	keep	providing	good	services	and	keeping	us	up	to	date	on	new	technology	to	help	our	work.		Thanks
A:	(VS)	No,	all	in	all,	IT	Services	does	a	fine	job.	Keep	up	the	great	work	!
A:	(VS)	some	of	the	best	IT	support	I	have	ever	experienced
A:	(VS)	Stanford’s	Web	site	and	all	of	the	HR	online	enrollment,	Axess,	EVERYTHING	is	great.		Stanford	has	an	
amazing website for staff. Whenever I need information, I go to the website first and I almost always find what I need.
A:	(VS)	Thank	you	for	all	you	do	to	help	us	do	our	jobs!
A:	(S)	Doing	a	good	job!
A:	(S)	I	like	the	following:		--	IT	representative	responds	to	calls	within	24	hours.	--	IT	representative	comes	over	to	
resolve the problem, if we are unable to resolve the issue via telephone. -- There was a time when IT representatives
would come over to our modular to introduce themselves and give helpful tips for using our computers and new
phones.
A:	(S)	I	wish	the	classes	were	less	expensive.
A:	(S)	I	work	with	a	lot	of	international	visitors.		I	sometimes	wish	the	self-registration	process	to	set	up	their	laptops	
on the Stanford network were easier.




MOR Associates, Inc.
             Stanford Information Technology Services 2010 Client Survey • Appendix A - Full Comments | A-55


A:	(S)	Provide	a	Go	To	Meeting	type	service	that	easily	incorporates	video/audio	and	desktop	sharing.		I	have	heard	
WebX does this, but know very little about it.
A:	(S)	RE:	communication	and	phone	lines.		Prompt	response	to	installation	and	new/changed	services	doesn’t	always	
translate into the connections/service working properly. Our office’s experience is that it usually takes multiple inqui-
ries	for	service	to	operate	properly.		I’ve	very	appreciative	of	the	many	cordial	people	who	man	the	Help	desk.		Thank	
you.
A:	(S)	Taking	weekend	desk	top	support	calls.
A:	(SS)	I	believe	less	choice	and	more	mandating	would	remove	some	of	the	guess	work	in	maintaining	a	depart-
ments’ IT. People may complain about the lack of choice, but sometimes, it is just easier to go with what is best for
the University as a whole.
A:	(SS)	I	know	that	Stanford	is	a	massive	bureaucracy,	but	it	would	be	very	useful	to	have	a	cohesive	approach	or,	at	
the very least, a cohesive approach per department, to set up and configurations.
A:	(SS)	If	a	Stanford	Social	Network	site	is	created,	I	think	that	it	would	only	truly	be	helpful	in	my	line	of	work	if	it	
included	active	and	former	Stanford	people	(alum,	emeritus,	former	AC	faculty).
A:	(SD)	The	voicemail	voice	we	have	now	is	very,	very	aggravating	and	way	too	long	winded.	And	I	don’t	know	why	
you	changed	the	codes	so	they	don’t	match	my	cell	phone	and	home	phone	codes	anymore.	(Envelope	info,	reply,	etc.		
should	be	consistent.)
A:	(SD)	You	folks	mostly	do	a	terrific	job.		I	think	the	rest	of	us	just	depend	on	you	so	much	that	we	really	get	stressed	
when something IT does not work or is inefficient.
A:	(VD)	not	a	thing




                                                                                                         MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-1




                Appendix B
      The Survey Instrument




                                                                                     MOR Associates, Inc.
B-2 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             Stanford IT Services
             2010 Satisfaction Survey
             Thank you for your interest in helping IT Services evaluate our services and
             determine your future IT needs. If you complete the survey, we'll send you a $10
             certificate good at Stanford Dining locations. It's really easy:

             Step 1: Answer the survey questions. That should only take you about 15 minutes.
             You don't have to finish the survey in one sitting. Your answers will be preserved
             if you exit the survey and return.

             Step 2: Submit your answers. Your answers are sent anonymously.

             Step 3: Provide your mailing address so we can send you the $10 Stanford Dining
             certificate.

             The survey is asking only about services provided by Stanford University's
             IT Services unit. Use the N/A Don't Know option if you do not use the
             particular service or you get the service from another IT support group
             (e.g., MedIRT, School/Departmental IT group).

             And thank you! IT Services appreciates your time in helping us evaluate our
             services and determine your future needs.




  Note On Questions In the Survey Instrument
 While the majority of questions were directed at all three cohorts (faculty, students and administrative
 staff), some questions in the survey were directed at only one or two cohorts. These questions have
 been flagged indicating which cohort(s) were asked.


                                               F S A

                                    Faculty     Students      Administrative
                                                                  Staff


MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-3




      Client Service
      How satisfied are you that IT Services takes a "client-oriented" approach to helping you?
                                                                   Some      Some
                                               Very D              whatDi    whatS               VerySa    N/ADo
                                               issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                fied1    sfied2     ied3       d4       ed5         6      Know

      ITS Customer-oriented approach            
                                                
                                                
                                                
                                                          
                                                           
                                                           
                                                           
                                                                    
                                                                     
                                                                     
                                                                     
                                                                             
                                                                              
                                                                              
                                                                              
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                  
                                                                                                   
                                                                                                   
                                                                                                   
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                            

      How satisfied are you with how well IT Services...
                                                                   Some      Some
                                               Very D              whatDi    whatS               VerySa    N/ADo
                                               issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                fied1    sfied2     ied3       d4       ed5         6      Know
      Keeps the IT systems it provides up       
                                                
                                                
                                                
                                                          
                                                           
                                                           
                                                           
                                                                    
                                                                     
                                                                     
                                                                     
                                                                             
                                                                              
                                                                              
                                                                              
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                  
                                                                                                   
                                                                                                   
                                                                                                   
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                            
      and running
      Delivers promised services on a           
                                                
                                                
                                                
                                                          
                                                           
                                                           
                                                           
                                                                    
                                                                     
                                                                     
                                                                     
                                                                             
                                                                              
                                                                              
                                                                              
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                  
                                                                                                   
                                                                                                   
                                                                                                   
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                            
      timely basis
      Helps you use technology effectively      
                                                
                                                
                                                
                                                          
                                                           
                                                           
                                                           
                                                                    
                                                                     
                                                                     
                                                                     
                                                                             
                                                                              
                                                                              
                                                                              
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                  
                                                                                                   
                                                                                                   
                                                                                                   
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                            
      Provides services that are valuable to    
                                                
                                                
                                                
                                                          
                                                           
                                                           
                                                           
                                                                    
                                                                     
                                                                     
                                                                     
                                                                             
                                                                              
                                                                              
                                                                              
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                  
                                                                                                   
                                                                                                   
                                                                                                   
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                            
      you


      How satisfied are you as a whole with the services provided by the IT Services
      organization?
                                                                   Some      Some
                                               Very D              whatDi    whatS               VerySa    N/ADo
                                               issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                fied1    sfied2     ied3       d4       ed5         6      Know

      IT Services services as a whole           
                                                
                                                
                                                
                                                          
                                                           
                                                           
                                                           
                                                                    
                                                                     
                                                                     
                                                                     
                                                                             
                                                                              
                                                                              
                                                                              
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                  
                                                                                                   
                                                                                                   
                                                                                                   
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                            




                                                                                                       MOR Associates, Inc.
B-4 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             Research Computing Priorities (F)
             Would you use IT Services' Forsythe Data Center to host your research computing
             hardware if the costs were comparable to hosting it locally in your School or lab?
                  Already host with IT Services
                 
                 
                 
                 
                  Don't currently host research computing hardware
                 
                 
                 
                 
                  Yes
                 
                 
                 
                 
                  No
                 
                 
                 
                 




             Research Computing Priorities (F)
             If these additional services were available for a fee, would you use them? (Check all that
             apply.)
                  Server management: includes operating system support and
                 
                 
                 
                 
                       security patching
                  Cluster Management: includes provisioning, deployment,
                 
                 
                 
                 
                       monitoring, and operating system security patching
                  Local Cloud Computing: pay for cycles (similar to Amazon
                 
                 
                 
                 
                   Elastic Compute Cloud - EC2)
                  Local Cloud Storage: pay for storage used (similar to Amazon
                 
                 
                 
                 
                   Simple Storage - S3)


             Why wouldn't central hosting be attractive?




             What is one thing IT Services could do that would make it easier for you to do your
             research computing on campus?




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-5




      IT Services Priorities
      How likely are you to use any of the following in your Stanford work:
                                                                      Neither
                                                                       Likely
                                                 Highly                 Nor               Highly     N/ADon't
                                                Unlikely   Unlikely   Unlikely   Likely   Likely      Know
      Central data storage that allows you        
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
      to access and store electronic files on
      or off campus
      Central data storage with additional        
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
      file-sharing features such as version
      tracking, check in/check out of files,
      file searching, and workflow
      management
      Central long-term archiving for             
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
      fileshares
      A full-featured tool for conducting web     
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
      surveys
      Support for departmental Linux              
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
      desktops/laptops and/or servers (e.g.,
      setup, configuration, network access,
      proactive security measures, and
      troubleshooting)
      Web site design and development             
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
      services
      Virtual desktop support                     
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        

      Which social networking applications do you use? (Check all that apply.)
          Facebook
         
         
         
         
          LinkedIn
         
         
         
         
          MySpace
         
         
         
         
          Twitter
         
         
         
         
          Ning
         
         
         
         
          Jive
         
         
         
         
          Other - please specify:
         
         
         
         




      If Stanford had a Stanford-only social networking application (available to just faculty,
      students, and staff), would you use it?
          Yes
         
         
         
         
          No
         
         
         
         




                                                                                                   MOR Associates, Inc.
B-6 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             General Support
             IT Services provides problem resolution to the Stanford community through the
             IT Help Desk, which can be contacted in the following ways:

             * by phone at 5-HELP, contacted through 5-4357
             * on the web at HelpSU, contacted through http://helpsu.stanford.edu


             How satisfied are you with the following aspects of 5-HELP (phone) services:
                                                                          Some      Some
                                                      Very D              whatDi    whatS               VerySa    N/ADo
                                                      issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                       fied1    sfied2     ied3       d4       ed5         6      Know

             Ability to get through to a person        
                                                       
                                                       
                                                       
                                                                 
                                                                  
                                                                  
                                                                  
                                                                           
                                                                            
                                                                            
                                                                            
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                   
             Timeliness of initial response to your    
                                                       
                                                       
                                                       
                                                                 
                                                                  
                                                                  
                                                                  
                                                                           
                                                                            
                                                                            
                                                                            
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                   
             inquiry
             Ability to solve problem                  
                                                       
                                                       
                                                       
                                                                 
                                                                  
                                                                  
                                                                  
                                                                           
                                                                            
                                                                            
                                                                            
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                   
             Turnaround time for resolving your        
                                                       
                                                       
                                                       
                                                                 
                                                                  
                                                                  
                                                                  
                                                                           
                                                                            
                                                                            
                                                                            
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                   
             problem


             How satisfied are you with the following aspects of HelpSU (online) services:
                                                                          Some      Some
                                                      Very D              whatDi    whatS               VerySa    N/ADo
                                                      issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                       fied1    sfied2     ied3       d4       ed5         6      Know
             Timeliness of initial response to your    
                                                       
                                                       
                                                       
                                                                 
                                                                  
                                                                  
                                                                  
                                                                           
                                                                            
                                                                            
                                                                            
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                   
             inquiry
             Ability to solve problem                  
                                                       
                                                       
                                                       
                                                                 
                                                                  
                                                                  
                                                                  
                                                                           
                                                                            
                                                                            
                                                                            
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                   
             Turnaround time for resolving your        
                                                       
                                                       
                                                       
                                                                 
                                                                  
                                                                  
                                                                  
                                                                           
                                                                            
                                                                            
                                                                            
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                   
             problem


             How satisfied are you with problem resolution overall?
                                                                          Some      Some
                                                      Very D              whatDi    whatS               VerySa    N/ADo
                                                      issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                       fied1    sfied2     ied3       d4       ed5         6      Know

             Problem resolution overall                
                                                       
                                                       
                                                       
                                                                 
                                                                  
                                                                  
                                                                  
                                                                           
                                                                            
                                                                            
                                                                            
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                   




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-7




      How satisfied are you with the length of time it takes to receive your completed order for
      the following:
                                                                  Some      Some
                                              Very D              whatDi    whatS               VerySa    N/ADo
                                              issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                               fied1    sfied2     ied3       d4       ed5         6      Know
      Voice services (desktop phone            
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
      service, phone feature changes, etc.)
      Cell phones                              
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
      Data Center services                     
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
      Cable TV                                 
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           

      How satisfied are you with the following web sites as resources for computing at
      Stanford:
                                                                   Some     Some
                                              Very D              what D    what S              Very S    N/ADo
                                              issatis   Dissati   issatis   atisfie   Satisfi   atisfie     n't
                                               fied 1   sfied 2    fied3      d4       ed 5       d6      Know

                                               
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
                                               
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
                                               
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           




                                                                                                      MOR Associates, Inc.
B-8 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             Data Storage Services
             Where do you store University data? (Check all that apply.)
                    On my Stanford laptop or desktop computer
                   
                   
                   
                   
                    On a departmental server or storage device
                   
                   
                   
                   
                    Stanford's central AFS service
                   
                   
                   
                   
                    Stanford Digital Repository
                   
                   
                   
                   
                    On a commercial data storage vendor's server (Amazon, etc.)
                   
                   
                   
                   
                    On removable storage (DVD, CD, USB thumb drive, external
                   
                   
                   
                   
                        hard drive, etc.)
                    On my personal laptop or desktop computer
                   
                   
                   
                   

             Where are you backing up your data today? (Check all that apply.)
                    Shared storage space provided centrally by IT Services
                   
                   
                   
                   
                    Shared storage space provided locally by your department
                   
                   
                   
                   
                    With an external vendor (e.g., Iron Mountain, Mozy, etc.)
                   
                   
                   
                   
                    On removable storage (DVD, CD, USB thumb drive, external
                   
                   
                   
                   
                     hard drive, etc.)
                    Other - please specify:
                   
                   
                   
                   




             How likely would you be to store your files on a central server instead of your computer
             to ensure they are backed up and protected?
                                                                             Neither
                                                                              Likely
                                                        Highly                 Nor                       Highly     N/ADon't
                                                       Unlikely   Unlikely   Unlikely       Likely       Likely      Know

             Central server backup likelihood            
                                                         
                                                         
                                                         
                                                                      
                                                                       
                                                                       
                                                                       
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                         
                                                                                                          
                                                                                                          
                                                                                                          
                                                                                                                     
                                                                                                                      
                                                                                                                      
                                                                                                                      
                                                                                                                      

             How important are the following shared storage features:
                                                       Not At
                                                       AllImp                                              VeryIm    N/ADo
                                                       ortant                                              portan      n't
                                                          1        2         3          4            5       t6      Know

             Backed up daily                            
                                                        
                                                        
                                                        
                                                                 
                                                                  
                                                                  
                                                                  
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                       
             Ability to define access privileges        
                                                        
                                                        
                                                        
                                                                 
                                                                  
                                                                  
                                                                  
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                       
             Ability to share stored data with          
                                                        
                                                        
                                                        
                                                                 
                                                                  
                                                                  
                                                                  
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                       
             others
             Ability to have different versions of      
                                                        
                                                        
                                                        
                                                                 
                                                                  
                                                                  
                                                                  
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                       
             stored data
             Encryption of stored data                  
                                                        
                                                        
                                                        
                                                                 
                                                                  
                                                                  
                                                                  
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                       
             Encryption of data in transit              
                                                        
                                                        
                                                        
                                                                 
                                                                  
                                                                  
                                                                  
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                       
             Ability to store backup offsite in case    
                                                        
                                                        
                                                        
                                                                 
                                                                  
                                                                  
                                                                  
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                       
             of disaster




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-9




      Data Storage Services
      What type of content do you store in AFS? (Check all that apply.)
          Personal files
         
         
         
         
          Department or work group files
         
         
         
         
          Web content
         
         
         
         
          Data sets
         
         
         
         
          Other - please specify:
         
         
         
         




      How satisfied are you with the following aspects of AFS:
                                                                   Some     Some
                                              Very D              what D    what S              Very S    N/ADo
                                              issatis   Dissati   issatis   atisfie   Satisfi   atisfie     n't
                                               fied 1   sfied 2    fied3      d4       ed 5       d6      Know
      OpenAFS desktop tool for interacting     
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
      with AFS storage and features
      WebAFS (aka Filedrawers) browser         
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
      tool for interacting with AFS storage
      and features
      Ease of managing your web content        
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
      in AFS
      Ease of sharing files with others        
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
      AFS overall                              
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           

      What one thing could IT Services do to improve AFS to meet your needs?




                                                                                                      MOR Associates, Inc.
B-10 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             Email
             How satisfied are you with the following aspects of Stanford Webmail:
                                                              Some      Some
                                          Very D              whatDi    whatS               VerySa    N/ADo
                                          issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                           fied1    sfied2     ied3       d4       ed5         6      Know

             Speed                         
                                           
                                           
                                           
                                                     
                                                      
                                                      
                                                      
                                                               
                                                                
                                                                
                                                                
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                  
                                                                                   
                                                                                   
                                                                                   
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                       
             Features                      
                                           
                                           
                                           
                                                     
                                                      
                                                      
                                                      
                                                               
                                                                
                                                                
                                                                
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                  
                                                                                   
                                                                                   
                                                                                   
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                       
             Ease of use                   
                                           
                                           
                                           
                                                     
                                                      
                                                      
                                                      
                                                               
                                                                
                                                                
                                                                
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                  
                                                                                   
                                                                                   
                                                                                   
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                       
             Reliability                   
                                           
                                           
                                           
                                                     
                                                      
                                                      
                                                      
                                                               
                                                                
                                                                
                                                                
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                  
                                                                                   
                                                                                   
                                                                                   
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                       

             How satisfied are you with Stanford email overall?
                                                              Some      Some
                                          Very D              whatDi    whatS               VerySa    N/ADo
                                          issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                           fied1    sfied2     ied3       d4       ed5         6      Know

             Stanford email overall        
                                           
                                           
                                           
                                                     
                                                      
                                                      
                                                      
                                                               
                                                                
                                                                
                                                                
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                  
                                                                                   
                                                                                   
                                                                                   
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                       




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-11




         Calendaring
         Do you use a calendar tool to plan and schedule your Stanford meetings and work?
            Yes
           
           
           
           
            No
           
           
           
           




       Calendaring
       Please rate your satisfaction with whichever of the following calendaring tools you use
       for your Stanford work:
                                                                  Some      Some
                                              Very D              whatDi    whatS               VerySa    N/ADo
                                              issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                               fied1    sfied2     ied3       d4       ed5         6      Know

       Stanford Calendar (Zimbra)              
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
       Outlook locally (not shared with        
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
       others)
       Outlook online (shared, for example,    
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
       using an Exchange Server)
       Apple iCal locally (not shared with     
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
       others)
       Apple iCal online (shared, for          
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
       example, using Stanford Calendar)
       Google Calendar                         
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
       Yahoo! Calendar                         
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
       Microsoft Live Calendar                 
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           
       Other - please specify:                 
                                               
                                               
                                               
                                                         
                                                          
                                                          
                                                          
                                                                   
                                                                    
                                                                    
                                                                    
                                                                            
                                                                             
                                                                             
                                                                             
                                                                                      
                                                                                       
                                                                                       
                                                                                       
                                                                                                 
                                                                                                  
                                                                                                  
                                                                                                  
                                                                                                          
                                                                                                           
                                                                                                           
                                                                                                           
                                                                                                           




       What would increase your satisfaction with with the calendaring tool(s) that you use?




                                                                                                      MOR Associates, Inc.
B-12 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             Network Services
             Rate your overall satisfaction with these aspects of the main Stanford campus
             WIRELESS network (excluding Medical School and Hospitals):
                                                                         Some      Some
                                                     Very D              whatDi    whatS               VerySa    N/ADo
                                                     issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                      fied1    sfied2     ied3       d4       ed5         6      Know

             Signal strength/quality of connection    
                                                      
                                                      
                                                      
                                                                
                                                                 
                                                                 
                                                                 
                                                                          
                                                                           
                                                                           
                                                                           
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                        
                                                                                                         
                                                                                                         
                                                                                                         
                                                                                                                 
                                                                                                                  
                                                                                                                  
                                                                                                                  
                                                                                                                  
             Availability of network on campus        
                                                      
                                                      
                                                      
                                                                
                                                                 
                                                                 
                                                                 
                                                                          
                                                                           
                                                                           
                                                                           
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                        
                                                                                                         
                                                                                                         
                                                                                                         
                                                                                                                 
                                                                                                                  
                                                                                                                  
                                                                                                                  
                                                                                                                  
             Guest registration process               
                                                      
                                                      
                                                      
                                                                
                                                                 
                                                                 
                                                                 
                                                                          
                                                                           
                                                                           
                                                                           
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                        
                                                                                                         
                                                                                                         
                                                                                                         
                                                                                                                 
                                                                                                                  
                                                                                                                  
                                                                                                                  
                                                                                                                  

             How satisfied are you with the WIRELESS network in the residences? (S)
                                                                         Some      Some
                                                     Very D              whatDi    whatS               VerySa    N/ADo
                                                     issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                      fied1    sfied2     ied3       d4       ed5         6      Know

             Wireless in the residences               
                                                      
                                                      
                                                      
                                                                
                                                                 
                                                                 
                                                                 
                                                                          
                                                                           
                                                                           
                                                                           
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                        
                                                                                                         
                                                                                                         
                                                                                                         
                                                                                                                 
                                                                                                                  
                                                                                                                  
                                                                                                                  
                                                                                                                  

             Is there a particular place on campus or in the residences where you would like to see
             WIRELESS access added/enhanced? (Please be as specific as possible.)




             Rate your overall satisfaction with these aspects of the Stanford WIRED network:
                                                                         Some      Some
                                                     Very D              whatDi    whatS               VerySa    N/ADo
                                                     issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                      fied1    sfied2     ied3       d4       ed5         6      Know

             Reliability of network                   
                                                      
                                                      
                                                      
                                                                
                                                                 
                                                                 
                                                                 
                                                                          
                                                                           
                                                                           
                                                                           
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                        
                                                                                                         
                                                                                                         
                                                                                                         
                                                                                                                 
                                                                                                                  
                                                                                                                  
                                                                                                                  
                                                                                                                  
             Availability of network                  
                                                      
                                                      
                                                      
                                                                
                                                                 
                                                                 
                                                                 
                                                                          
                                                                           
                                                                           
                                                                           
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                        
                                                                                                         
                                                                                                         
                                                                                                         
                                                                                                                 
                                                                                                                  
                                                                                                                  
                                                                                                                  
                                                                                                                  
             High-speed (gigabit) access to other     
                                                      
                                                      
                                                      
                                                                
                                                                 
                                                                 
                                                                 
                                                                          
                                                                           
                                                                           
                                                                           
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                        
                                                                                                         
                                                                                                         
                                                                                                         
                                                                                                                 
                                                                                                                  
                                                                                                                  
                                                                                                                  
                                                                                                                  
             universities


             How satisfied are you with Stanford's network overall?
                                                                         Some      Some
                                                     Very D              whatDi    whatS               VerySa    N/ADo
                                                     issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                      fied1    sfied2     ied3       d4       ed5         6      Know

             Stanford's network overall               
                                                      
                                                      
                                                      
                                                                
                                                                 
                                                                 
                                                                 
                                                                          
                                                                           
                                                                           
                                                                           
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                             
                                                                                              
                                                                                              
                                                                                              
                                                                                                        
                                                                                                         
                                                                                                         
                                                                                                         
                                                                                                                 
                                                                                                                  
                                                                                                                  
                                                                                                                  
                                                                                                                  




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-13




       Telecommunications Services
       How satisfied are you with the following aspects of Stanford's telecommunications
       system:
                                                                      Some      Some
                                                  Very D              whatDi    whatS               VerySa    N/ADo
                                                  issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                   fied1    sfied2     ied3       d4       ed5         6      Know

       Ordering services                           
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       Problem resolution                          
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       Billing system/statements                   
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       Voicemail                                   
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               

       How important would the following service and feature improvements be for your
       Stanford work?
                                                  Not At
                                                  AllImp                                            VeryIm    N/ADo
                                                  ortant                                            portan      n't
                                                     1         2        3          4        5         t6      Know
       Ability to schedule call forwarding of      
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       your Stanford work number through a
       web interface
       Ability to set your office desk and cell    
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       telephones to ring simultaneously
       Ability to set your office desk and cell    
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       telephones to ring sequentially
       Delivery of voicemail messages and          
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       faxes to your computer
       Ability to make or receive calls from       
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       your computer (SoftPhone)
       Ability to modify phone features            
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       through a web interface


       How important will the following telephony devices be to your work requirements within
       the next one to two years:
                                                  Not At
                                                  AllImp                                            VeryIm    N/ADo
                                                  ortant                                            portan      n't
                                                     1         2        3          4        5         t6      Know

       Desk phone                                  
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       A WiFi VoIP phone that works only on        
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       campus
       Cell phone                                  
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       Smart Phone device (e.g., iPhone,           
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
       Windows Mobile Device, BlackBerry,
       etc.)
       Other - please specify:                     
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               




                                                                                                          MOR Associates, Inc.
B-14 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             How important is it that you have a Stanford phone number that is distinctive from the
             other phone numbers people use to contact you (e.g., your cell phone number)? (F,A)
                                                       Not At
                                                       AllImp                          VeryIm   N/ADo
                                                       ortant                          portan     n't
                                                          1     2   3   4       5        t6     Know

             Importance of Stanford telephone number    
                                                        
                                                        
                                                        
                                                               
                                                                
                                                                
                                                                
                                                                   
                                                                    
                                                                    
                                                                    
                                                                       
                                                                        
                                                                        
                                                                        
                                                                              
                                                                               
                                                                               
                                                                               
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                 

             Please rate the importance of having the following available on your desk phone, cell
             phone or other mobile device:
                                                       Not At
                                                       AllImp                          VeryIm   N/ADo
                                                       ortant                          portan     n't
                                                          1     2   3   4       5        t6     Know

             Email                                      
                                                        
                                                        
                                                        
                                                               
                                                                
                                                                
                                                                
                                                                   
                                                                    
                                                                    
                                                                    
                                                                       
                                                                        
                                                                        
                                                                        
                                                                              
                                                                               
                                                                               
                                                                               
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                 
             Stanford Directory                         
                                                        
                                                        
                                                        
                                                               
                                                                
                                                                
                                                                
                                                                   
                                                                    
                                                                    
                                                                    
                                                                       
                                                                        
                                                                        
                                                                        
                                                                              
                                                                               
                                                                               
                                                                               
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                 
             Class schedules                            
                                                        
                                                        
                                                        
                                                               
                                                                
                                                                
                                                                
                                                                   
                                                                    
                                                                    
                                                                    
                                                                       
                                                                        
                                                                        
                                                                        
                                                                              
                                                                               
                                                                               
                                                                               
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                 
             Calendar                                   
                                                        
                                                        
                                                        
                                                               
                                                                
                                                                
                                                                
                                                                   
                                                                    
                                                                    
                                                                    
                                                                       
                                                                        
                                                                        
                                                                        
                                                                              
                                                                               
                                                                               
                                                                               
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                 
             Other - please specify: (F,A)              
                                                        
                                                        
                                                        
                                                               
                                                                
                                                                
                                                                
                                                                   
                                                                    
                                                                    
                                                                    
                                                                       
                                                                        
                                                                        
                                                                        
                                                                              
                                                                               
                                                                               
                                                                               
                                                                                       
                                                                                        
                                                                                        
                                                                                        
                                                                                                
                                                                                                 
                                                                                                 
                                                                                                 
                                                                                                 




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-15




       Remote Access
       How satisfied are you with your ability to connect to Stanford's computing resources
       while:
                                                                     Some      Some
                                                 Very D              whatDi    whatS               VerySa    N/ADo
                                                 issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                  fied1    sfied2     ied3       d4       ed5         6      Know
       Using broadband service from               
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                      
                                                                       
                                                                       
                                                                       
                                                                               
                                                                                
                                                                                
                                                                                
                                                                                         
                                                                                          
                                                                                          
                                                                                          
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                              
       another provider at home (e.g.,
       Comcast, AT&T)?
       Using on-site Internet services when       
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                      
                                                                       
                                                                       
                                                                       
                                                                               
                                                                                
                                                                                
                                                                                
                                                                                         
                                                                                          
                                                                                          
                                                                                          
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                              
       traveling within the United States
       (e.g., hotel, Internet cafe, aircard)?
       Using on-site Internet services when       
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                      
                                                                       
                                                                       
                                                                       
                                                                               
                                                                                
                                                                                
                                                                                
                                                                                         
                                                                                          
                                                                                          
                                                                                          
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                              
       traveling internationally (e.g., hotel,
       Internet cafe, aircard)? (F, A)
       Using Stanford's VPN (Virtual Private      
                                                  
                                                  
                                                  
                                                            
                                                             
                                                             
                                                             
                                                                      
                                                                       
                                                                       
                                                                       
                                                                               
                                                                                
                                                                                
                                                                                
                                                                                         
                                                                                          
                                                                                          
                                                                                          
                                                                                                    
                                                                                                     
                                                                                                     
                                                                                                     
                                                                                                             
                                                                                                              
                                                                                                              
                                                                                                              
                                                                                                              
       Network) service?



       Mobile Devices
       Which of the following mobile devices do you use for work or study? (Check all that
       apply.)
           iPhone
          
          
          
          
           Windows Mobile device
          
          
          
          
           BlackBerry
          
          
          
          
           Palm device running Palm OS (e.g., Treo, Centro)
          
          
          
          
           Palm device running webOS (e.g., Pre)
          
          
          
          
           Android device
          
          
          
          
           iPod or other portable media player
          
          
          
          
           Kindle or other e-reader
          
          
          
          
           Other cell phone with Internet access capabilities
          
          
          
          
           Other - please specify:
          
          
          
          




       Software




                                                                                                         MOR Associates, Inc.
B-16 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             How satisfied are you with the following aspects of the free software available at the
             Essential Stanford Software (ESS) site (e.g., Stanford Desktop Tools, Sophos Anti-virus,
             BigFix):
                                                                      Some      Some
                                                  Very D              whatDi    whatS               VerySa    N/ADo
                                                  issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                                   fied1    sfied2     ied3       d4       ed5         6      Know

             Available selection of software       
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
             Ease of downloading and installing    
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
             software
             Helpfulness of Stanford-specific      
                                                   
                                                   
                                                   
                                                             
                                                              
                                                              
                                                              
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                          
                                                                                           
                                                                                           
                                                                                           
                                                                                                     
                                                                                                      
                                                                                                      
                                                                                                      
                                                                                                              
                                                                                                               
                                                                                                               
                                                                                                               
                                                                                                               
             installation/configuration
             documentation




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-17




       Security
       How satisfied are you with the following security software:
                                                                       Some      Some
                                                Very D                 whatDi    whatS               VerySa    N/ADo
                                                issatis   Dissati      ssatisf   atisfie   Satisfi   tisfied     n't
                                                 fied1    sfied2        ied3       d4       ed5         6      Know
       BigFix for automated Windows/Mac          
                                                 
                                                 
                                                 
                                                           
                                                            
                                                            
                                                            
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                           
                                                                                            
                                                                                            
                                                                                            
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                
       operating system security patching
       Stanford's Security Self-Help Tool for    
                                                 
                                                 
                                                 
                                                           
                                                            
                                                            
                                                            
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                           
                                                                                            
                                                                                            
                                                                                            
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                
       discovering vulnerabilities on your
       computer
       Sophos Anti-virus for protection          
                                                 
                                                 
                                                 
                                                           
                                                            
                                                            
                                                            
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                           
                                                                                            
                                                                                            
                                                                                            
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                
       against malicious software
       Timeliness of security software           
                                                 
                                                 
                                                 
                                                           
                                                            
                                                            
                                                            
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                           
                                                                                            
                                                                                            
                                                                                            
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                
       updates


       Which of the following preventive measures do you follow regularly? (Check all that
       apply.)
           Anti-virus/anti-spyware software is set to update itself
          
          
          
          
            automatically
           Anti-virus/anti-spyware scanning of your hard disks is turned on
          
          
          
          
           Operating system updates are installed automatically
          
          
          
          
           Application software updates (such as Office) are installed
          
          
          
          
            when available
           Passwords changed every six months
          
          
          
          
           Password is required to start/wake up computer
          
          
          
          
           Passwords are complicated and include random combinations
          
          
          
          
              of letters and numerals
           Don't know, IT support staff set my preventative measures
          
          
          
          

       How satisfied are you with the tools Stanford provides to:
                                                                       Some      Some
                                                Very D                 whatDi    whatS               VerySa    N/ADo
                                                issatis   Dissati      ssatisf   atisfie   Satisfi   tisfied     n't
                                                 fied1    sfied2        ied3       d4       ed5         6      Know
       Securely access University systems        
                                                 
                                                 
                                                 
                                                           
                                                            
                                                            
                                                            
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                           
                                                                                            
                                                                                            
                                                                                            
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                
       and applications
       Protect the information/data that         
                                                 
                                                 
                                                 
                                                           
                                                            
                                                            
                                                            
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                           
                                                                                            
                                                                                            
                                                                                            
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                
       resides on your desktop/laptop
       Securely store data and documents in      
                                                 
                                                 
                                                 
                                                           
                                                            
                                                            
                                                            
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                           
                                                                                            
                                                                                            
                                                                                            
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                
       a central location
       Securely send and receive restricted      
                                                 
                                                 
                                                 
                                                           
                                                            
                                                            
                                                            
                                                                        
                                                                         
                                                                         
                                                                         
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                           
                                                                                            
                                                                                            
                                                                                            
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                
       data via email




                                                                                                           MOR Associates, Inc.
B-18 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             Web Services
             How satisfied are you with the following features of Stanford's central web hosting
             service:
                                                               Some      Some
                                           Very D              whatDi    whatS               VerySa    N/ADo
                                           issatis   Dissati   ssatisf   atisfie   Satisfi   tisfied     n't
                                            fied1    sfied2     ied3       d4       ed5         6      Know

             Speed (page loading time)      
                                            
                                            
                                            
                                                      
                                                       
                                                       
                                                       
                                                                
                                                                 
                                                                 
                                                                 
                                                                         
                                                                          
                                                                          
                                                                          
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
             Availability (up-time)         
                                            
                                            
                                            
                                                      
                                                       
                                                       
                                                       
                                                                
                                                                 
                                                                 
                                                                 
                                                                         
                                                                          
                                                                          
                                                                          
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
             Web Forms Service              
                                            
                                            
                                            
                                                      
                                                       
                                                       
                                                       
                                                                
                                                                 
                                                                 
                                                                 
                                                                         
                                                                          
                                                                          
                                                                          
                                                                                   
                                                                                    
                                                                                    
                                                                                    
                                                                                              
                                                                                               
                                                                                               
                                                                                               
                                                                                                       
                                                                                                        
                                                                                                        
                                                                                                        
                                                                                                        
             (formbuilder.stanford.edu)


             If you host or maintain a Stanford web site, which of the following is your primary
             hosting provider?
                  Stanford's central web hosting services
                 
                 
                 
                 
                  Local department resources
                 
                 
                 
                 
                  An off-campus hosting provider
                 
                 
                 
                 
                  I do not host or maintain a Stanford web site
                 
                 
                 
                 




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-19




       Web Services
       How satisfied are you with the following features of Stanford's central web hosting
       service:
                                                                               Some      Some
                                                       Very D                  whatDi    whatS                      VerySa     N/ADo
                                                       issatis    Dissati      ssatisf   atisfie        Satisfi     tisfied      n't
                                                        fied1     sfied2        ied3       d4            ed5           6       Know

       Restricting access via WebAuth                   
                                                        
                                                        
                                                        
                                                                   
                                                                    
                                                                    
                                                                    
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                                
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
       Ease of setup and maintenance of                 
                                                        
                                                        
                                                        
                                                                   
                                                                    
                                                                    
                                                                    
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                                
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
       web pages
       Ease of managing your web content                
                                                        
                                                        
                                                        
                                                                   
                                                                    
                                                                    
                                                                    
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                                
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
       in AFS
       CGI (ability to run scripts and                  
                                                        
                                                        
                                                        
                                                                   
                                                                    
                                                                    
                                                                    
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                                
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
       applications)
       Installer and upgrade tools for Drupal,          
                                                        
                                                        
                                                        
                                                                   
                                                                    
                                                                    
                                                                    
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                                
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
       WordPress, and MediaWiki
       (collaboration tools)
       Databases for groups and                         
                                                        
                                                        
                                                        
                                                                   
                                                                    
                                                                    
                                                                    
                                                                                
                                                                                 
                                                                                 
                                                                                 
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                           
                                                                                                            
                                                                                                            
                                                                                                            
                                                                                                                      
                                                                                                                       
                                                                                                                       
                                                                                                                       
                                                                                                                                
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
                                                                                                                                 
       departments (MySQL) (F,A)


       How can we change any of the features above to better meet your needs?




       What features or advantages do you gain from local department resources that are not
       available from Stanford's central web hosting service?




       How likely would you be to use Stanford's central web hosting service if it included the
       features or advantages you gain from local department resources?
                                                                                  Neither
                                                                                   Likely
                                                        Highly                      Nor                           Highly      N/ADon't
                                                       Unlikely     Unlikely      Unlikely         Likely         Likely       Know

       Likelihood of using alternate to local source     
                                                         
                                                         
                                                         
                                                                       
                                                                        
                                                                        
                                                                        
                                                                                    
                                                                                     
                                                                                     
                                                                                     
                                                                                                   
                                                                                                    
                                                                                                    
                                                                                                    
                                                                                                                  
                                                                                                                   
                                                                                                                   
                                                                                                                   
                                                                                                                               
                                                                                                                                
                                                                                                                                
                                                                                                                                
                                                                                                                                




                                                                                                                           MOR Associates, Inc.
B-20 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




             What features or advantages do you gain from off-campus hosting providers that are not
             available from Stanford's central web hosting service?




             How likely would you be to use Stanford's central web hosting service if it included the
             features or advantages you gain from off-campus hosting providers?
                                                                                           Neither
                                                                                            Likely
                                                                      Highly                 Nor               Highly   N/ADon't
                                                                     Unlikely   Unlikely   Unlikely   Likely   Likely    Know

             Likelihood of using alternate to off-campus providers     
                                                                       
                                                                       
                                                                       
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                         
                                                                                                                          
                                                                                                                          
                                                                                                                          
                                                                                                                          

             To help IT Services determine if it can provide a competitive service, would you tell us
             the monthly rate you are paying for your hosting service?



             If they were available, how likely would you be to use the following new central web
             infrastructure capabilities:
                                                                                           Neither
                                                                                            Likely
                                                                      Highly                 Nor               Highly   N/ADon't
                                                                     Unlikely   Unlikely   Unlikely   Likely   Likely    Know
             One web control panel for                                 
                                                                       
                                                                       
                                                                       
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                         
                                                                                                                          
                                                                                                                          
                                                                                                                          
                                                                                                                          
             activating/managing your web sites
             and their features (such as access
             restrictions, CGI, blogs, and group
             MySQL databases).
             Ability to run Java web applications                      
                                                                       
                                                                       
                                                                       
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                         
                                                                                                                          
                                                                                                                          
                                                                                                                          
                                                                                                                          
             Ability to run web applications on a                      
                                                                       
                                                                       
                                                                       
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                         
                                                                                                                          
                                                                                                                          
                                                                                                                          
                                                                                                                          
             Windows stack (IIS, .Net, MS SQL
             Server)
             A way to manage WebAuth                                   
                                                                       
                                                                       
                                                                       
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                         
                                                                                                                          
                                                                                                                          
                                                                                                                          
                                                                                                                          
             permissions through a web interface
             MySQL service for individuals                             
                                                                       
                                                                       
                                                                       
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                         
                                                                                                                          
                                                                                                                          
                                                                                                                          
                                                                                                                          
             (faculty, students and staff)
             A better web interface to the MySQL                       
                                                                       
                                                                       
                                                                       
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                         
                                                                                                                          
                                                                                                                          
                                                                                                                          
                                                                                                                          
             database server
             Other - please specify:                                   
                                                                       
                                                                       
                                                                       
                                                                                 
                                                                                  
                                                                                  
                                                                                  
                                                                                            
                                                                                             
                                                                                             
                                                                                             
                                                                                                      
                                                                                                       
                                                                                                       
                                                                                                       
                                                                                                               
                                                                                                                
                                                                                                                
                                                                                                                
                                                                                                                         
                                                                                                                          
                                                                                                                          
                                                                                                                          
                                                                                                                          




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix B - The Survey Instrument | B-21




       Final Questions
       What is one thing IT Services could do that would make it easier for you to work or
       study?




       What are the two or three most important services IT Services provides you?




       What is one thing IT Services could do to improve the way it communicates about its
       services?




       Anything else?




       Please press the submit button below to send us your answers.
       This may take a number of seconds, so please be patient.

       Once this process is complete, you will see a confirmation page.




                                                                                      MOR Associates, Inc.
B-22 | Appendix B - The Survey Instrument • Stanford Information Technology Services 2010 Client Survey




MOR Associates, Inc.
Stanford Information Technology Services 2010 Client Survey • Appendix C - Other Observations | C-1




                        Appendix C
                 Other Observations




                                                                                  MOR Associates, Inc.
C-2 | Appendix C - Other Observations • Stanford Information Technology Services 2010 Client Survey


The Relationship between Specific Services and Overall
Satisfaction with Information Technology Services
The table below presents the relationship between the service ratings questions and the expressed satisfaction with
“IT Services overall.” The column labeled R2 indicates the strength of this relationship and is often used as a derived
measure of importance. It should be noted that the individual question percentages are not additive because they
typically overlap in what they measure.

 Question                                                                                   R2*     N     Strength of
                                                                                                          correlation
 Q2c. ITS helps you use technology effectively                                              67%    450
 Q2d. ITS provides services that are valuable to you                                        66%    478
 Q2a. ITS keeps the IT systems it provides up and running                                   63%    493       High
 Q2b. ITS delivers promised services on a timely basis                                      62%    459
 Q1a. IT Services "client-oriented" approach                                                60%    422
                                                                                                           Moderate
 Q13a. Problem resolution overall                                                           31%    434
                                                                                                            to High
 Q15a. IT Services website                                                                  29%    344
 Q14c. Completed order timeliness for data center services                                  29%    104
 Q49a. Web hosting: Restricting access via WebAuth                                          28%     66
 Q21b. WebAFS (aka Filedrawers) browser tool for interacting with AFS storage and
                                                                                            26%      47
 features
 Q11c. 5-HELP: Ability to solve problem                                                     26%    305
                                                                                                           Moderate
 Q14b. Completed order timeliness for cell phones                                           24%    127
                                                                                                            to Low
 Q15c. Stanford Answers                                                                     24%    177
 Q34b. Telecommunications problem resolution                                                23%    198
 Q14d. Completed order timeliness for cable TV                                              23%     83
 Q11d. 5-HELP: Turnaround time for resolving your problem                                   22%    304
 Q30a. Wireless in the residences                                                           22%    177
 Q12c. HelpSU: Turnaround time for resolving your problem                                   20%    388
 Q12a. HelpSU: Timeliness of initial response to your inquiry                               19%    394
 Q34a. Ordering telecommunications services                                                 19%    183
 Q11b. 5-HELP: Timeliness of initial response to your inquiry                               18%    306
 Q12b. HelpSU: Ability to solve problem                                                     18%    388
 Q33a. Stanford's network overall                                                           18%    476
 Q21c. Ease of managing your web content in AFS                                             18%     78
 Q21a. OpenAFS desktop tool for interacting with AFS storage and features                   17%     73
 Q15b. HelpSU: for submitting help requests                                                 17%    413
 Q14a. Completed order timeliness for voice services                                        16%    203
 Q47c. Web Forms Service (formbuilder.stanford.edu)                                         16%    135       Low
 Q21e. AFS overall                                                                          15%     89
 Q11a. 5-HELP: Ability to get through to a person                                           15%    304
 Q32a. Reliability of wired network                                                         14%    400
 Q32b. Availability of wired network                                                        13%    396
 Q23a. Webmail speed                                                                        13%    445
 Q49c. Web hosting: Ease of managing your web content in AFS                                12%     66
 Q29a. Signal strength/quality of wireless connection                                       12%    418
 Q47b. Web hosting availability (up-time)                                                   11%    361
 Q29b. Availability of wireless network on campus                                           11%    409


MOR Associates, Inc.
        Stanford Information Technology Services 2010 Client Survey • Appendix C - Other Observations | C-3




Question                                                                               R2*   N     Strength of
                                                                                                   correlation
Q46b. Stanford tools to protect the information/data that resides on your desktop/
                                                                                       10%   345
laptop
Q26a. Stanford Calendar (Zimbra)                                                       10%   145
Q34c. Telecommunications billing system/statements                                     10%   165
Q23d. Webmail reliability                                                              10%   436
Q49e. Web hosting: Installer and upgrade tools for Drupal, WordPress, and MediaWiki
                                                                                       10%    23
(collaboration tools)
Q24a. Stanford email overall                                                           9%    475
Q43a. Available selection of software                                                  9%    360
Q34d. Voicemail                                                                        9%    269
Q32c. High-speed (gigabit) access to other universities                                8%    239
Q47a. Web hosting speed (page loading time)                                            8%    362
Q46a. Stanford tools to securely access University systems and applications            7%    392
Q23b. Webmail features                                                                 7%    441
Q46c. Stanford tools to securely store data and documents in a central location        7%    290
Q44a. BigFix                                                                           6%    219
Q46d. Stanford tools to securely send and receive restricted data via email            6%    302
Q29c. Wireless guest registration process                                              6%    297    Very Low
Q21d. Ease of sharing files with others via AFS                                        6%     71
Q43c. Helpfulness of Stanford-specific software installation/configuration
                                                                                       5%    340
documentation
Q23c. Webmail ease of use                                                              5%    445
Q44d. Timeliness of security software updates                                          5%    292
Q43b. Ease of downloading and installing software                                      4%    364
Q49b. Web hosting: Ease of setup and maintenance of web pages                          4%     74
Q44b. Stanford's Security Self-Help Tool                                               3%    204
Q44c. Sophos Anti-virus                                                                3%    304
Q41b. Using on-site Internet services when traveling within the United States (e.g.,
                                                                                       3%    361
hotel, Internet cafe, aircard)
Q41a. Using broadband service from another provider at home (e.g., Comcast, AT&T)      3%    373
Q41d. Using Stanford's VPN (Virtual Private Network) service                           2%    206
Q41c. Using on-site Internet services when traveling internationally (e.g., hotel,
                                                                                       1%    187
Internet cafe, aircard)
Q49f. Web hosting: Databases for groups and departments (MySQL)                        1%      9
Q49d. Web hosting: CGI (ability to run scripts and web applications)                   0%     32




                                                                                              MOR Associates, Inc.
C-4 | Appendix C - Other Observations • Stanford Information Technology Services 2010 Client Survey


2009 to 2010 Changes in Importance Ratings
There were a number of importance questions that were repeated from 2009 in this year’s survey. The following table
details the changes in average importance ratings and shows the tables from both 2009 and 2010.

 Question                                                                           All     F     G      U      A
 Q19a. Backed up daily                                                              0.27   0.09   0.59   0.31   0.19
 Q19e. Encryption of stored data                                                    0.26   0.34   0.16   0.15   0.22
 Q19d. Ability to have different versions of stored data                            0.21   0.21   0.11   0.14   0.28
 Q19b. Ability to define access privileges                                          0.20   0.09   0.28   0.29   0.19
 Q19f. Encryption of data in transit                                                0.12   0.06   0.23   0.00   0.09
 Q19c. Ability to share stored data with others                                     0.12 -0.07    0.34 -0.16    0.23



 Question                                                                           All     F     G      U      A
 Q35f. Ability to modify phone features through a web interface                     0.31   0.31   1.14 -0.02    0.08
 Q35a. Ability to schedule call forwarding of your Stanford work number through     0.30   0.43   0.86 -0.07    0.05
 a web interface
 Q35d. Delivery of voicemail messages and faxes to your computer                    0.29   0.14   1.01   0.06   0.30
 Q35b. Ability to set your office desk and cell telephones to ring simultaneously   0.21   0.30   0.61   0.55 -0.13
 Q35c. Ability to set your office desk and cell telephones to ring sequentially     0.20   0.19   0.54   0.35   0.05
 Q35e. Ability to make or receive calls from your computer (SoftPhone)              0.18 -0.08    0.88   0.01   0.29



 Question                                                                           All     F     G      U      A
 Q38a. Importance of Stanford telephone number                                      0.72 -0.04     -      -     0.02



 Question                                                                           All     F     G      U      A
 Q36d. Smart Phone device (e.g., iPhone, Windows Mobile Device, BlackBerry, etc.)   0.62   0.53   0.79   1.16   0.43
 Q36b. A WiFi VoIP phone that works only on campus                                  0.31   0.05   0.85   0.32   0.25
 Q36c. Cell phone                                                                   0.02   0.25 -0.05 -0.14 -0.05
 Q36a. Desk phone                                                                   -0.19 -0.52   0.44 -0.06 -0.30



 Question                                                                           All     F     G      U      A
 Q39a. Email                                                                        0.43   0.35   0.22   0.87   0.37
 Q39b. Stanford Directory                                                           0.26   0.14   0.49   0.49   0.06
 Q39c. Class schedules                                                              0.20   0.11   0.15   0.51   0.18
 Q39d. Calendar                                                                     0.20   0.05 -0.13    0.35   0.43




MOR Associates, Inc.
         Stanford Information Technology Services 2010 Client Survey • Appendix C - Other Observations | C-5


2009 to 2010 Changes in Likelihood Ratings
The following tables show results from both 2009 and 2010 for the one likelihood question that registered notable
changes.

2010
        Support for departmental Linux desktops/laptops and/or servers (e.g.,
Q8e     setup, configuration, network access, proactive security measures, and
        troubleshooting)
                                       Neither
              Highly                Likely Nor                    Highly
            Unlikely      Unlikely     Unlikely       Likely      Likely Count
All             17%           25%          18%          20%         21%      448
F               21%           27%          13%          20%         19%      151
G                8%           27%          17%          25%         24%       93
U               19%           27%          30%          14%         10%       73
A               18%           21%          16%          19%         27%      131



2009
Q8f     Web site design and development services
                                       Neither
        Support for departmental Linux desktops/laptops and/or servers (e.g.,
              Highly                Likely Nor                    Highly
Q5g                                                               Likely and
        setup, configuration, network access, proactive security measures,Count
            Unlikely      Unlikely     Unlikely       Likely
All     troubleshooting)
                 9%           22%          20%          29%         21%      480
F                5%           19%      Neither
                                           17%          38%         21%      165
G             Highly
                 8%           22% Likely22% Nor         26%       Highly
                                                                    21%       95
U           Unlikely
                 6%       Unlikely
                              23%      Unlikely
                                           28%        Likely
                                                        25%       Likely Count
                                                                    17%       81
All
A               32%
                14%           21%
                              24%         18%
                                           17%          17%
                                                        22%         11%
                                                                    22%      234
                                                                             139
F               36%           25%         12%          15%          11%      137
A               27%           15%         27%          20%          11%       97

Q8g     Virtual desktop support
                                       Neither
              Highly                Likely Nor                    Highly
             Unlikely    Unlikely     Unlikely       Likely       Likely Count
All               7%         17%          21%          31%          23%    446
F                 6%         20%          17%          32%          24%    143
G                 7%         19%          31%          31%          12%     90
U                 9%         21%          27%          31%          12%     75
A                 8%         12%          16%          29%          36%    138



Q18a    Central server backup likelihood
                                       Neither
              Highly                Likely Nor                    Highly
             Unlikely    Unlikely     Unlikely       Likely       Likely Count
All               4%          8%          13%          34%          42%    466
F                 5%          6%          10%          37%          43%    153
G                 4%          8%           7%          38%          42%     99
U                 4%         15%          23%          30%          29%     80
A                 2%          4%          14%          31%          49%    134




                                                                                                  MOR Associates, Inc.