The Measuring Information Service Outcomes (MISO) Survey is a standardized survey administered annually to measure satisfaction with IT and Library services. Illinois State participates along with other higher education institutions and is able to compare aggregate results on standard questions. More information about the survey is available at https://www.misosurvey.org/home.
The MISO Survey was last administered at ISU in February 2021, with responses from 24% of undergraduate students sampled, 37% of staff, 41% of graduate students and 47% of faculty. The results related to IT services below are from that survey, which will next be administered in late January 2022. Prior to utilizing the MISO Survey, Illinois State administered the TechQual+ Survey as a measure of satisfaction with IT services.
Usage, Importance & Satisfaction
The primary measures of the MISO survey are related to how often IT services are used, how important they are to those that use them, and the level of satisfaction reported by users. Following are the top ten IT services for each category, across all audiences combined (faculty, staff, undergraduate and graduate students).
Overall IT Importance & Satisfaction
Survey respondents were asked to rate IT services overall for importance and satisfaction and were also asked to assign a Net Promoter score to Illinois State’s IT services. Net Promoter scores are a measure of whether an individual would recommend a service to a colleague. Scores can range from -100 to 100, with a score above 0 generally considered good.
The 2021 MISO Survey results provided valuable insights about faculty, staff and student perspectives on IT services, as well as useful direct feedback. More details about the full set of MISO Survey results is available here. Please click on the sections that follow for a list of improvements made by Illinois State IT teams since the last survey, based on your feedback.
Campus Solutions
- Enhanced registration shopping cart to allow classes to be added and validated prior to registration time, so that they can be enrolled with one click. Time conflicts can also be seen in the shopping cart.
- Increased capacity for heavy registration times
- Reduced the number of clicks required to register for classes, from 4-5 clicks to just 2
- Introduced Planner tool, allowing students to plot out their courses over multiple semesters and see progress toward graduation
- Registration times can be viewed in Enrollment Appointments in the Student Center, along with the shopping cart.
Microsoft 365 (Office 365)
- Several security measures were taken related to the email system, resulting in fewer phishing emails delivered to ISU inboxes
- Multi-Factor Authentication (MFA) is now required for additional security verification when using Microsoft 365 applications off-campus
- Transitioned from Microsoft Video to Microsoft Stream for hosting of video, providing greater functionality and accessibility (including closed captioning). Existing videos were automatically transferred for instructors to ease the transition.
- Microsoft Bookings, a new tool for scheduling/reserving appointments and resources online, was launched and is in use by several campus departments
- OneDrive, the cloud file storage tool in the Microsoft 365 suite, was cleared for use with external users in 2021. ISU users are now able to work with others outside the university and utilize OneDrive for collaboration.
Infrastructure Services (Zoom, Wired and Wireless Network, Phones, VPN)
- Additional wireless coverage and capacity was added to Cook Hall, along with outdoor wireless coverage for Redbird Plaza
- Bandwidth for the campus wired network was increased, in addition to upgrades to network infrastructure equipment and the equipment that protects the network
- Both the bandwidth and security of the Cisco AnyConnect VPN system was increased
- Zoom now provides live transcripts, live closed captioning of meetings and gender pronoun support; cloud recording options for Zoom meetings were added for faculty (automatically) and staff (by request)
- The campus phone system was upgraded for greater security and functionality, and a holding queue is now possible for hunt groups
My.IllinoisState.edu
- The search/filter feature implemented in Fall 2020 has seen an increase of over 150% in terms of usage
- The search/filter is also updated frequently with suggestions and key words entered by the user base
- Targeted alert notifications have been used increasingly to point users towards the information required on specific days: Password changes, Grades released, etc.
- Implemented a fix to address an issue with mobile navigation where the Student Center would appear not to load
Web Sites
- Implemented new search provider which allows results to be rendered in under a second, a significant performance increase over the previous search provider
- New search provides better insights and analytics to tweak and improve search results
- A new web template is scheduled to be released in 2022 that will implement the guidelines outlined in Illinois State University’s Design System
- Help.IllinoisState.edu improves ISU’s web presence as the new home for all help-related questions and easy access to knowledge articles, tickets, etc.
- Usability and accessibility have matured in the past 2 years and there is now a robust methodology to train and educate web editors on best practices
Technology Support (IT Help)
- IT teams continue to find creative ways to help faculty, staff and students have the technology resources they need wherever they may be learning, teaching or working – changing and innovating to help ISU remain flexible in unprecedented circumstances
- Significant changes were mad to streamline the software tool IT teams use to track user issues, freeing up more IT staff time for support
- 750+ loaner laptops have been distributed to students since the pandemic began, and IT teams are continuously working to make sure faculty and staff have equipment for teaching and working from home as needed
- Upgraded 23 general use classrooms with new technology (furniture was upgraded as well), moved 49 classroom instruction stations to dual monitors, and distributed 539 personal voice amplifiers to instructors to assist with audio for teaching with face coverings
IT Training and Communication
- The Introduction to Technology orientation for new students was enhanced with remote learning tips during the FY21 academic year and then advertised to all students in Fall 2021 to help reacclimate them to technology use for the return to campus
- LinkedIn Learning was procured as a one year pilot for faculty, staff and graduate students, providing self-paced learning options for technology and other professional development topics
- The IT Help knowledge base was transitioned to the Help Center, which provides better search capabilities and will be combined with non-technology knowledge bases over time for a one-stop information source on all things ISU
- Marketing and communication resources within IT were reorganized to offer more focused effort in this area, including more intentional campaigns around technology awareness and outreach to students during the Fall 2021 back to school period
- New training courses on Zoom and other technology subjects were offered through the HR-managed training resources
ReggieNet
- The NextLMS task force has been formed to evaluation options for and select a new Learning Management System. The task force involves representation from all campus stakeholders to ensure all voices are heard in the process of making this major decision.
- Training and support resources for instructors were refreshed and offered in multiple formats
- The Technology Support Center (TSC) and the Center for Teaching, Learning, and Technology (CTLT) worked together to enhance ReggieNet tool support through the TSC
- The latest upgrade of ReggieNet included fixes and enhancements to several popular tools, including Discussions (formerly Forums), Gradebook, Rubrics and Lessons
- There are now 284 instructors taking advantage of pre-built ReggieNet course templates, saving themselves setup time and offering students consistency from course to course