Assessing the Academic Networked Environment

Brown University
CNI Project: Assessing the Academic Network Environment
Summary of Measures, October 1997

Area
Measure
Purpose
Type
Help desk
Types of questions

Improvement

? Effectiveness


Department contacts


Improvement, accountability

? Effectiveness

Telephone trends


Improvement, accountability

Service quality

Turnaround time


Accountability, improvement
Service quality

Customer Satisfaction--Quality of Service


Improvement
Service quality

Customer Satisfaction--Services offered


Improvement
Usefulness, impact
Training
In-class evaluations
Improvement, accountability
Service quality, effectiveness

Instructor feedback


Improvement, accountability
Effectiveness

Postcourse evaluation


Improvement
Effectiveness

Sign-in sheets


Accountability
Extensiveness

Course registration


Accountability
Extensiveness
Applications support
Number of applications distributed
Accountability, improvement
Extensiveness

Annual software updates


Improvement
Effectiveness, Usefulness, Impact

Central software as a percentage of total software


Accountability
Efficiency
Instructional support
Instructional Contacts - Requests

Improvement


Extensiveness

Instructional Contacts - Specialized Software


Improvement
Effectiveness

Instructional Uses - Services


Improvement
Effectiveness

---