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 2022, with responses from 24% of undergraduate students sampled, 27% of staff, 29% of graduate students and 42% of faculty. The results related to IT services below are from that survey, which will be administered in February 2023.
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 2022 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
- Based on feedback from students and advisors, a new and faster way to access notes from advisors was added to the Academics/Advising tile
- Links and content were adjusted on Academic Progress tile for clarity
- Made an additional increase of system capacity for heavy registration, and implemented performance monitoring to give early warning of issues in the system
- Gathered advisors, registration and technical staff to monitor heavy registration days and identify improvement options
- The Planner page allows students to plan out courses and see progress toward graduation, including the ability to register directly from the page
Microsoft 365 (Office 365)
- Microsoft 365 was added to the University single sign-on system – single sign-on provides a more convenient transition, without additional logins, between Microsoft 365 and other ISU systems such as My.IllinoisState.edu and ReggieNet. In addition, use of the full ISU email address is no longer required to login to Microsoft 365.
- The warning message received on email from a source external to ISU was revised, and now provides more information to help recipients recognize phishing emails.
- The use of Bookings, a Microsoft 365 tool for scheduling/reserving appointments and resources online, was opened up for use by individuals, such as an instructor allowing online booking of appointments for office hours.
Infrastructure Services (Zoom, Wired & Wireless Network, Phones, VPN, Research Support)
- Established the Research Computing Advisory Board (RCAB), a group of interdisciplinary faculty who focus on lowering the threshold to using technology in support of research.
- New support for research in 2022 included a high performance computing cluster, an AR/VR boot camp for faculty, engagement with several grants, usage of innovation spaces in Julian Hall, and graduate assistant support for AR/VR, data & statistical consulting, and computing efforts.
- The Campus backbone network has been upgraded to increase bandwidth, throughput, and reliability, and to lay the foundation for future network upgrades, including upgrades to WiFi.
- Additional outdoor WiFi coverage was added to the Milner Library plaza, Bone Student Center Plaza, Golf Pro Shop area, and the Horticulture outdoor classroom.
My.IllinoisState.edu
- Added critical at-a-glance information individualized per student in the Success Team area – each student can now easily see their primary and secondary advisors, financial aid counselor, and student accounts representative.
- Quick links to registration were added during heavy registration times to help get students where they need to be quickly.
- Some features in My were disabled temporarily during heavy registration times to enhance system performance.
- Search is continuously improving in My, including revision of quick links for easier navigation and addition of relevant keywords.
- Deployed a proof of vaccination verification mechanism via My.IllinoisState.edu as part of the Coronavirus (COVID-19) response efforts.
Web Sites
- Launched a modern website template to provide a consistent experience throughout our University web sites – the new template meets or exceed current accessibility standards, and provides a unified, modern look and feel. As University web sites move to this new template, information is being updated and any broken links eliminated.
- A major effort to improve and optimize searching ISU’s web sites is underway, including search on Coursefinder.
- Supporting inclusion through accessible web sites is a daily concern involving multiple University departments. For more information, or to request an accessibility review, please visit https://illinoisstate.edu/accessibility/.
Technology Support (IT Help)
- The loaner laptop program continues to provide students in need with the technology they need to succeed as a student – to date, nearly 1400 loaner laptops have been distributed to students
- A new maintenance program for uPrint printers was instituted in 2022, and the closer monitoring has resulted in less printer issues for students.
- ISU IT support teams are collaborating more than ever to provide user support. The Office of Technology Solutions formed a new support partnership with the College of Business in 2022, along with backup support and staff cross-training partnerships for the College of Education and EMAS.
- ISU IT teams resolved over 80,000 tickets for faculty, staff, and students in 2022, resolving 55% of them within 24 hours
- Upgraded 19 classrooms across several academic buildings, and installed 50+ digital switchers to increase display options in the classroom, as well as adding new technology to 10+ conference rooms and specialized spaces.
IT Training & Communication
- Free access was expanded to LinkedIn Learning, an online self-paced training platform that includes technology and professional development topics. Student employees and graduate assistants now have access in addition to faculty and staff. The percentage of employees who have activated their LinkedIn Learning accounts continues to grow.
- A new employee technology orientation course was released for employees, building on the student technology orientation course that has been provided to new students for the past few years
- IT Marketing and Communication efforts expanded to Instagram, more stories on News.IllinoisState.edu, and focused sharing of practical technology tips
- Completed the transition of all public technology articles to the Help Center knowledge base, and several more IT teams began utilizing the tool to store information about the work they do supporting faculty, staff, and students.
- The Help Center includes a feedback mechanism for each knowledge base article, and the Technology Support Center used 150+ pieces of feedback from users in 2022 to improve articles
ReggieNet
- A campus-wide group evaluated ISU’s learning management system needs and the best options available, selecting Canvas as the replacement for ReggieNet. A group of 60 ISU courses are piloting Canvas in Spring 2023, and all courses are expected to utilize Canvas in Fall 2023. The transition to Canvas will be fully supported with training, assistance in transferring course content, and many support resources for instructors and students.
- Canvas provides many features important to students, including a standard course template that will result in a more consistent interface between courses, a calendar that can include due dates from all courses, and a mobile app.
- New and improved features for instructors in Canvas include multiple ways to save and keep content, an internal file manager that allows for a single change to be reflected across multiple courses, better rubrics, a speed grader that allows for faster grading and annotation, a comment library that includes audio and video feedback options, and more.
- Canvas features a more modern, intuitive interface, better accessibility, and better integration with third party applications. It is the learning management system of choice for more than one third of all colleges and universities.
Cybersecurity
- Automated the response to suspicious account activity that indicates an ISU account has been compromised. This allows IT staff to assist the user with securing their account and restoring access as quickly as possible.
- Improved the process of handling phishing reported by users, reducing the time between detection and a response that protects ISU accounts from the attack.
- Developed and released campus wide cybersecurity awareness training to educate students, faculty, and staff on the most prevalent attacks targeting their accounts and data.
- Implemented risk assessment procedures that ensure third parties handle university data and access securely.