OIT Survey Results
Thank you to everyone who submitted your feedback in the annual IT Survey. The survey closed on March 24 and the data is still being reviewed and action plans developed. However, we wanted to share some of the initial results with the SMU community.
Faculty and Staff Survey
Roughly 15% of the faculty/staff responded to the survey invitation. Overall the feedback was very positive. There were 5 main areas that were identified for improvement:
Communication and Education on the services that we already provide:
There were several comments expressing frustrations as to why we don’t offer certain features such as VPN or ipads, check out equipment or larger Locker quotas. All of these are available from OIT already! We will be exploring new ways to communicate with the campus about those services that are already established.
Help Desk response time on the phones:
There were some frustrations expressed about the difficulty of reaching a help desk staff member when you call. Although all phone calls are returned and issues resolved quickly, it is a frustration to leave a voicemail when you need assistance. Fortunately, several changes were made this semester which have already increased our percentage of calls answered without going to voicemail by 15%! We will continue to make adjustments to answer your call immediately!
Several frustrations centered on the lack of standardization of classroom equipment and software, as well as the reliability of some of the equipment. We understand how important technology is to enhance classroom instruction. Several different projects are underway to help address many of these concerns with classroom technology. A more detailed outline of these projects will be posted in the Summer newsletter.
Many expressed frustration as new services are introduced to the campus community. The comments pointed to a need for better marketing and communications as to how these services can enhance instruction or business operations as well as providing the necessary training to use these services.
Increased storage space:
Many faculty and staff indicated that additional storage is required. IT provides storage in a number of locations (Network drives, locker, email, Inside.SMU, etc). However, the comments focused on email storage as a primary concern.
We received valuable feedback from the survey and from the ITAC Communications Subcommittee. Over the next few weeks, OIT will construct an action plan to address each of the items based on these suggestions. The full action plan as well as a more detailed view of the results will be posted on our website next month.
Only 3% of the student body provided feedback for the survey. Overall, their rating of the services and support was favorable, with the exception of Residence Hall Wireless. PerunaNet capacity issues are a major source of frustration for students living in the Residence Halls and Fraternity Houses. This was the dominant area of feedback in the student survey. The other themes that emerged from the student survey were
- A lack of knowledge of the services and support provided by OIT
- Additional storage space
- More collaborative technology
The action plan and charts from the student survey will be posted on our website next month.
Thank you to everyone who contributed to this survey. We appreciate your ideas and feedback.
Tech Fair on April 13
IT is hosting a Technology Fair on April 13. This one day event will include a variety of training and software presentations conducted by IT staff including Inside.SMU and Lync training. Several vendors will also be present including AT&T, Sprint, Apple, Microsoft and Adobe. Event details and scheduling can be found on the Tech Fair Page.
Business Phone Number Available In Email
On April 7, a change will be made to automatically populate an "Online Directory" field with assigned campus phone numbers. These numbers are currently maintained and stored in a telephone database. This information will be imported into Access.SMU into an Online Directory field. This data will be used to populate your business phone number in the Email Global Address List as well as in the new Lync IM service.
If you want a different phone number to appear in the address book or Lync client, do the following:
- Login to Access.SMU
- Click on Self Service
- Click Phone Numbers (under Personal Information)
- Populate the Online Directory Number
- Click Save
SAS Software Campus Agreement
SMU Faculty, Staff and students may now download SAS software on their personal computers, free of charge. The software must be downloaded from the OIT Website after establishing a VPN Connection. For more information ,visit http://www.smu.edu/BusinessFinance/OIT/Services/Info/SAS.aspx.
People and Faculty Website Update
All people.smu.edu and faculty.smu.edu websites were successfully migrated to the new server. Keep in mind that you may need to change the way you previously editing your site on these servers. The new server is running the latest Microsoft Operating System which no longer supports FrontPage Extensions. These extensions allowed website authors to edit content directly on the server without using an FTP client. Since Microsoft no longer allows that functionality, OIT is recommending the use of Cyberduck as an FTP Client. For more details, visit http://www.smu.edu/BusinessFinance/OIT/Services/Info/WebProcedures.aspx.