2003 CSE Help Desk Student Survey
There were 227 student responses in total, 89% of which were undergraduate students.
The graphical results of this survey can be found here .
Results of the survey and action taken:
Computers and equipment:
Summary of results:
Overall, machines were rated highly in terms of usability and speed.
- A suggestion for more labs and computers was evident throughout the survey.
- Several comments were made to upgrade computing equipment within the labs.
Action taken:
- The Mallet lab on the Electrical Engineering third floor was recently introduced .
- Every four years equipment is upgraded, with the latest batch of eighty machines being installed into the Mechanical Engineering Undercroft area. These machines feature a P4 2.8GHz processor, 1GB of RAM, and a 17" flat screen monitor.
Laboratories:
Summary of results:
Overall, labs were well rated in terms of usability, availability, and the high level of comfort provided to students
- Escalating noise levels was highlighted as an issue within the labs.
- Temperature fluctuations, poor ventilation, and the resulting stale odor exist within the Electrical Engineering labs.
- Many commented upon improved working conditions within labs.
- The need to clean equipment more regularly.
- There were several requests to extend lab opening hours.
Action taken:
- The thesis lab area has been divided into two smaller labs (Banjo and Oud) to reduce the level of noise and increase usability.
- Air-conditioning issues are currently in the hands of UNSW Facilities.
- Lab working conditions have been improved through the introduction of optical mice, flat screen monitors that reduce glare, and as well as ergonomic tables and chairs.
- The Mechanical Engineering undercroft, as well as the thesis area has been given a complete refurbishment over the summer break.
- The labs are cleaned weekly by UNSW cleaning services, and the Help Desk undertakes a thorough clean of each area several times a year. The frequency of cleaning tables, mice, keyboards, and monitors will be increased to maintain a high standard of cleanliness at all times.
- To cater for higher lab usage during the later parts of the session, lab hours have been extended from weeks ten to fourteen. Furthermore, additional staff are rostered during busy periods to minimise printer and machine downtime. This ensures services are provided as quickly and efficiently as possible.
Printers:
Summary of results:
Overall, students were satisfied with printing facilities.
- The need for faster problem response times for printers was highlighted in the survey.
- Many students wanted a printing ban on large jobs.
- More printers in lab areas.
- Other requests including higher print, disk, and IP quotas, colour printer access, and access to Windows machines for all students may not be feasible to implement.
Action taken:
- One of Help Desk’s highest priorities is quick printer response times. To achieve this, two printers have been placed in all regions, and additional staff are rostered during busy periods.
- The Help Desk actively discourages students from printing large jobs during peak periods (10am to 6pm Mon-Fri). This includes removing jobs from printing queues, and sending emails to offending students suggesting alternative solutions.
Laptop lab:
Summary of results:
- The need for improvements to the laptop lab were highlighted, including more power points and Ethernet ports, better wireless coverage, and comfortable seating.
Action taken:
- A complete refurbishment of the area is in progress. Some of the issues that were addressed include: provision of more Ethernet ports and power outlets, ergonomic seating, areas catering for group discussion and individual use.
- Wireless coverage has been improved in the K17 building and the John Lion’s Garden.
Booking system:
Summary of results:
- Greater access to booking facilities.
- High level of difficulty associated with using the booking system
- The booking system is abused by students who book terminals for extended periods and don’t use them.
Action taken:
- The booking terminals available throughout the labs will be upgraded soon. These provide quick access to the booking system, and provide students with a five minute session to check email and access their account.
- To help students overcome the difficulty associated with the booking system, detailed instructions have been placed near booking terminals, and as well as on the Help Desk web page.
- To ensure a fair allocation of computing resources, the number of booking tokens issued to all students has been reduced.
Help Services and Resources:
Summary of results:
- Most students refer to the Help Desk, Unix Man pages, and CSE FAQ for sources of information.
- Many students were unfamiliar with their rights and responsibilities, as outlined by the Yellow Form policy.
Action taken:
- The FAQ, Help Desk web page, and the CSE website have undergone recent transformations, making the interfaces consistent, and allowing for faster access to information.
- In to activate student accounts, all students must view and accept the Yellow Form policy at least once per year.
|
