1. ITS Communication Plan: Focus Group & Survey Findings Raechelle Clemmons November 25, 2008

2. Background and Context When formed in September 2008, the RMAPS office was charged with “managing and coordinating communication between ITS and its clients” In October 2008, we conducted focus groups and an online survey to assess the current and desired states of ITS communications The next step, currently underway, is the development of an ITS communication plan Supporting Documentation –Focus Group Summary Report (pdf) –2008 Survey Data (xls) –2008 Survey Comments (pdf)

3. Focus Group Overview Conducted 4 focus groups on October 7, 2008 –One group for each audience: faculty, staff, administrators, and ITS staff –5-9 participants per group –Sessions recorded and transcribed Purpose: to gather qualitative input about ITS communications –What has worked about current communications, and what hasn’t? –What types of IT-related things do audience members want to hear about, and on what frequency? –How do audience members prefer to be communicated with?

4. Focus Group Key Findings None of the audiences feel particularly informed currently Each audience has a different interest in the type of information they wish to receive There is no consensus on communication method, except that a number of methods should be used, with possible recipient choices for what s/he receives All audiences, but particularly faculty, value face-to-face interactions with IT staff and an IT “liaison” A delicate communication balance is needed – audiences want to be kept well informed about IT activities, but don’t want to be inundated with email

5. Survey Overview Conducted between October 23 and November 5, 2008 –7 multi-part questions, conducted electronically –Email invitations sent to all VPs and Deans, all-faculty list (through Provost’s Office), and massmail (3 emails) Purpose: to gather quantitative data about ITS communications and customer satisfaction with services –Gather additional data to validate (or refute) focus group findings –Provide a benchmark against which to measure the effectiveness of the communication plan –Provide a benchmark against which to measure IT process, service, and support enhancements

6. Survey Responses 284 Responses –116 Faculty responses –140 Staff responses –28 Administrator responses 18% Response rate –14.7% Faculty response rate –16.5% Staff response rate –51.9% Administrator response rate Based on Fall 2007 IPEDS

7. Survey Findings: Communication Question: When thinking about IT services I might want/need, I feel that I: –Know what IT services are available to me –Know where to find information about IT services –Am kept informed about IT services and projects that might impact me Responses validated focus group findings: –25% of all audiences (combined) disagreed, either strongly or somewhat, with these statements –Faculty were least likely to feel communicated with, echoing focus group feedback –Of the audiences, staff felt most knowledgeable about available services and where to find information about them –Administrators were the only audience to have “strongly agree” scores that exceeded “somewhat agree”, but also strongly disagreed on 2 of the 3 questions at higher rates than other audiences

8. Survey Findings: Communication Response for All Audiences Combined

9. Survey Findings: Communication Know What IT Services Are Available

10. Survey Findings: Communication Know Where to Find Info About IT Services

11. Survey Findings: Communication Am Kept Informed About IT Services/Projects

12. Other Survey Areas of Inquiry What methods are used to request IT services, and how frequently is each method used? Do users know how and where/to whom to submit requests for IT service? What is the level of satisfaction with 11 types of IT service, based on use within the last 3 months? What is the level of satisfaction with IT overall?

13. Survey Findings: Service Requests 65-75% of all audiences use the Service Desk online form, email to Service Desk, call to Service Desk, or an email/call to a generic IT number to request service Over 85% of all audiences email/call an IT person directly or request service face-to-face The highest instances of “regular use” for each audience were: –Faculty: Email/call IT person directly, Email/call generic IT number –Staff: Email the Service Desk, Email/call IT person directly –Administrator: Service Desk online form, Email/call IT person directly

14. Survey Findings: Service Requests Percent Use of Service Request Methods

15. Survey Findings: Service Requests Level of Use for All Audiences Combined

16. Survey Findings: Service Requests (2) Question: When in need of IT support or service, I feel that I: –Know where/to whom to submit my request –Know how to submit my request –Vary where/to whom I submit my request, depending on my specific need Response findings: –Staff were more likely than other audiences to know where and how to submit requests for service –24% of faculty and 30% of administrators did not feel that they knew where/to whom to submit requests, and roughly 20% of both did not feel they knew how to submit requests –For the “vary where I submit my request” question, a high rate of disagreement is the preferred response, however, only 1/5th of all audiences (combined) disagreed with this statement

17. Survey Findings: Service Requests (2) Know Where/To Whom to Submit Request

18. Survey Findings: Service Requests (2) Know How to Submit Request

19. Survey Findings: Service Requests (2) Vary How Requests Are Submitted

20. Survey Findings: IT Services Question: For IT services I have used over the last 3 months, my level of satisfaction is… –11 services were measured Most used services –Faculty: 1) computer/peripheral support, 2) classroom computer/system support, 3) Blackboard support –Staff: 1) computer/peripheral support, 2) office productivity software support, 3) telephone support –Administrators: 1) computer/peripheral support, 2) office productivity software support, 3) website maintenance and support

21. Survey Findings: IT Services Percent Use of IT Services

22. Survey Findings: IT Services For all audiences, the highest and lowest levels of satisfaction were with: –Strongly satisfied: Computer/peripheral support (62.1%), Telephone support (52.7%), Blackboard support (48.9%) –Strongly dissatisfied: Project management (14.3%), Web maintenance and support (9.4%), PeopleSoft support (9.2%) All audiences (combined) rated only 4 services above 70% satisfaction (strongly and somewhat combined) –Desktop, classroom, telephone, and specialized system support –Faculty: 3 above; staff: 5 above; administrators: 7 above Individual audiences differed on satisfaction for the same service, which may reflect differences in expectations and/or differences in support when a service is provided in multiple locations

23. Survey Findings: IT Services Faculty satisfaction –Strongly satisfied: Computer/peripheral support (56.9%), Blackboard support (53.6%) –Strongly dissatisfied: Website maintenance and support (19%), Project management (17.9%), PeopleSoft (11.9%) Staff satisfaction –Strongly satisfied: Computer/peripheral support (66.7%), Telephone support (62%), Classroom computer/system support and Office productivity software support (52%) –Strongly dissatisfied: Project management (12.2%), PeopleSoft (7%), Blackboard (5.2%) Administrator satisfaction –Strongly satisfied: Assistive technology/accessibility support (66.7%), Website maintenance and support (63.2%), Computer/peripheral support (59.3%) –Strongly dissatisfied: Website maintenance and support (15.8%), Project management (13.3%), Training (13.3%)

24. Survey Findings: IT Services

25. Survey Findings: Overall Satisfaction Audiences were more generous when rating level of satisfaction overall, versus level of satisfaction with individual services With strongly and somewhat satisfied combined, all audiences rated satisfaction at or above 70%; staff above 80% Levels of dissatisfaction were much smaller for all audiences, as compared to levels of dissatisfaction with individual services Plenty of opportunities for improvement and growth!

26. Survey Findings: Overall Satisfaction Level of Satisfaction with IT Services