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The Academic Technology Support Center (ATSC) has recently received a great deal of positive feedback through student and faculty surveys. During a summer brown bag session, ATSC staff (managed by Mike Gosselin), discussed the feedback they received about their services, ways to improve faculty utilization of their services, and techniques to solicit ongoing feedback from users.
Their initial user survey focused on exam scanning, a service that provides faculty with an overall statistical analysis of each exam, including student and question analyses. The exam scan survey obtained a 94% response rate, and no negative feedback was received. “I think that for exam scanning, the overall response rate was just amazing...over 90%. There were no one or two-star ratings. All three, four, and five.”, Mike confirms. This satisfactory feedback was no surprise. The ATSC is quickly made aware of any negative feedback that they do receive and attempts to respond to user requests rapidly.
A second ATSC feedback survey was sent to students. It asked questions such as how satisfied they were with the IT support they received, how they learned about ATSC services, and if they had any recommendations that would help improve these services. Similar to the faculty survey, a high response rate of 84% followed, along with a variety of helpful suggestions, such as simplifying the process of connecting one’s phone to the “UNH-Secure” wifi network. These results were a bit more surprising. The ATSC team expected more of a mixed response to the survey, due to both the challenge of successfully assisting everyone to their satisfaction, and the frequent lack of response from those with positive experiences.
Upon inquiring about how the data-collecting process could have been executed differently, Mike explained that while surveys are accessible in an email form, students do not always acknowledge these emails. Therefore, having an option right at the front desk that’s “right there and accessible” could potentially assist in opening the door for increased student interactions and feedback. Regardless, these optimistic survey results do not signify the end of ATSC’s willingness to better their system. The feedback has provided numerous helpful suggestions, such as alphabetizing the output by students’ names, and giving time estimates when exams are dropped off. In reference to what’s to come, Mike reveals that “We’re looking into implementing a project to reach out to faculty….we’re looking into finding out when students are requesting help for software in their classes, and we are going to narrow it down to the faculty who are teaching the classes that require this software. We are trying to reach out to them so that they can offer students a sort of seminar where they can get the software installed on their computers before they need it, thus making things easier for students to get situated.”