ITS Communication Plan: Focus Group & Survey Findings Raechelle Clemmons November 25, 2008.
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Transcript of ITS Communication Plan: Focus Group & Survey Findings Raechelle Clemmons November 25, 2008.
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)
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?
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
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
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
41%
49%
10%
Faculty Staff Administrators
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
Survey Findings: CommunicationResponse for All Audiences Combined
Q6: All Responses
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
Know What Services are Available Know Where to Find Info About Services Am Kept Informed About IT
Strongly Disagree Somewhat Disagree Neither Somewhat Agree Strongly Agree
Survey Findings: CommunicationKnow What IT Services Are Available
Q6: Know What IT Services Are Available
6.2% 5.4% 6.6% 7.4%
19.2%24.1%
14.6%
22.2%
13.8%
14.3%
13.9%
11.1%
36.2%
39.3%
35.0%29.6%
24.6%
17.0%
29.9% 29.6%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
All Faculty Staff Administrators
Strongly Disagree Somewhat Disagree Neither Somewhat Agree Strongly Agree
Survey Findings: CommunicationKnow Where to Find Info About IT Services
Q6: Know Where to Find Information About IT Services
7.3% 6.4% 7.2%12.0%
17.5%23.6%
12.2%
20.0%
10.9%
12.7%
9.4%
12.0%
34.3%
33.6%
37.4%
20.0%
29.9%
23.6%
33.8% 36.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
All Faculty Staff Administrators
Strongly Disagree Somewhat Disagree Neither Somewhat Agree Strongly Agree
Survey Findings: CommunicationAm Kept Informed About IT Services/Projects
Q6: Am Kept Informed About IT Services/Projects
10.6% 10.9% 10.9%7.7%
18.2%21.8%
16.7%
11.5%
15.0%
18.2%
11.6%
19.2%
30.3%
29.1%
31.9%26.9%
25.9%20.0%
29.0%34.6%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
All Faculty Staff Administrators
Strongly Disagree Somewhat Disagree Neither Somewhat Agree Strongly Agree
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?
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
Survey Findings: Service RequestsPercent Use of Service Request Methods
Q2: IT Service Request Methods, Use by Audience
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
SD - OnlineForm
SD - Email SD - Call SD - OnlineChat
IT Dept IT Person Face-to-Face Other
All Faculty Staff Administrator
Survey Findings: Service RequestsLevel of Use for All Audiences CombinedQ2: IT Service Request Methods, Level of Use for All Audiences (Of Those Who Use)
30.0%26.0%
43.0%
63.5%
27.4%
16.3%
24.0%
31.3%
45.6%
43.7%
41.4%
26.9%
40.2%
43.3%
46.8% 31.3%
24.4%30.2%
15.6%9.6%
32.4%
40.4%
29.2%
37.5%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
SD - OnlineForm
SD - Email SD - Call SD - OnlineChat
IT Dept IT Person Face-to-Face Other
Rarely Ocassionally Regularly
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
Survey Findings: Service Requests (2)Know Where/To Whom to Submit Request
Q3: Know Where/To Whom to Submit Request for IT Support or Service
6.9% 8.0% 5.9% 7.4%
11.3%
16.1%
5.1%
22.2%6.5%
4.5%
8.8%
3.7%
38.2%
44.6%
33.8%
33.3%
37.1%
26.8%
46.3%
33.3%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
All Faculty Staff Administrators
Strongly Disagree Somewhat Disagree Neither Somewhat Agree Strongly Agree
Survey Findings: Service Requests (2)Know How to Submit Request
Q3: Know How to Submit Request for IT Support or Service
7.3% 9.8%5.2% 7.7%
7.3%
10.7%
3.7%
11.5%
10.3%
9.8%
10.4%
11.5%
38.8%
43.8%
34.1%
42.3%
36.3%
25.9%
46.7%
26.9%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
All Faculty Staff Administrators
Strongly Disagree Somewhat Disagree Neither Somewhat Agree Strongly Agree
Survey Findings: Service Requests (2)Vary How Requests Are Submitted
Q3: Vary Where/To Whom I Submit Request for IT Support or Service
9.5% 7.7%11.3%
8.0%
9.9% 14.4% 6.5%8.0%
12.6%11.5%
12.9% 16.0%
43.1%45.2%
42.7%36.0%
24.9%21.2%
26.6%32.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
All Faculty Staff Administrators
Strongly Disagree Somewhat Disagree Neither Somewhat Agree Strongly Agree
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
Survey Findings: IT ServicesPercent Use of IT Services
Q4: IT Services, Use by Audience
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Desktop Classroom Software Blackboard PeopleSoft Web Telephone Specialized AssistiveTech
Training ProjectMgmt
All Faculty Staff Administrators
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
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%)
Survey Findings: IT ServicesQ4: Level of Satisfaction with IT Services, All Audiences (Of Those Who Use)
3.1% 3.5% 4.1% 5.3%9.2% 9.4%
5.5% 4.5% 4.2%7.5%
14.3%7.3% 8.5% 8.7% 6.9%
13.4% 11.4%
4.2% 5.1% 7.3%
10.0%
4.8%7.7%
11.3%
21.4%19.1%
24.6%24.2%
16.4% 18.5%
27.1%
25.0%
36.9%
19.9%
36.6%
21.9%
19.8%
22.5%
20.1%
21.2%
26.1%
20.8%
33.8%
23.8%62.1%
40.1%43.9%
48.9%
30.3%34.9%
52.7%
45.9%40.6%
23.8%20.2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Desktop Classroom Software Blackboard PeopleSoft Web Telephone Specialized AssistiveTech
Training ProjectMgmt
Strongly Dissatisfied Somewhat Dissatisfied Neither Somewhat Satisfied Strongly Satisfied
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!
Survey Findings: Overall SatisfactionLevel of Satisfaction with IT Services
Q5: Level of Satisfaction with IT Services Overall
2.9% 2.7% 3.0% 3.6%
9.1% 10.7% 8.1% 7.1%
12.4%
17.0%
7.4%
17.9%
32.7%
36.6%
31.9%
21.4%
42.9%
33.0%
49.6% 50.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
All Faculty Staff Administrators
Strongly Dissatisfied Somewhat Dissatisfied Neither Somewhat Satisfied Strongly Satisfied