Daily Archives: May 26, 2020

Tech Tip: Microsoft quarantine notification

By: Ryan JohnsonMicrosoft quarantine screenshot for tech tip

When Office 365 quarantines a message or file sent to a Penn State user it should generate an email that looks like the image above.

This message is usually legitimate. If you do not recognize the sender mentioned in the message it is very likely that the contents referred to are malicious and should not be opened.

If you recognize the sender and when you hover over a link in the message if it does not resolve to protection.microsoft.com or a subdomain of protection.microsoft.com please do not click the link and forward the message as an attachment to phishing@psu.edu.

Customer Service Tip: How to help your team cope with empathy fatigue

By: Jeff Toister (submitted by Carmen Gass)

Empathy is a critical customer service skill that’s hard to master.

Showing customers a little empathy requires two things:
1. We must be able to relate to how our customer is feeling.
2. We must have the presence of mind to acknowledge and understand those feelings.

Empathy is fairly easy if you’ve been in your customer’s shoes. Just think about how you felt when it happened to you and try to show the customer you understand.

It gets trickier if it’s never happened to you. For example, someone working in tech support might find it hard to empathize with a confused customer because they can fix their own computer.

Here’s what you can do to demonstrate empathy when you don’t have a relatable experience:
1. Ask yourself, “Why is this customer upset?”
2. Think about a time when you had a similar feeling.
3. Try to demonstrate to the customer that you know how they feel.

Learn more about empathy fatigue here.

Events: May 26

Summer 2020
Academic calendar information for all campuses is available online.

UPDATE: In light of the University’s March 11 announcement regarding measures to address the COVID-19 pandemic, nonessential events and meetings scheduled at University Libraries locations throughout the spring semester have been canceled, rescheduled or will be offered virtually. 

Earth Archives exhibition posterEXHIBITION: Earth Archives: Stories of Human Impact. To coincide with the 50th anniversary of Earth Day, Earth Archives explores the intersection of the environment, human activity, and the documentary record. Highlights of the virtual exhibition include representations of varied print, manuscript, and art works that invites the viewer to consider a range of environmental-related topics and will serve as a growing, centralized resource.

 

buttons from INTERNATIONAL SOLIDARITY: Highlights From the Ken Lawrence Collection

EXHIBITION: International Solidarity: Highlights from the Ken Lawrence Collection. A virtual look at the visual culture of political protest in the late 20th-century, to provoke thought about international solidarity in our own time, including human and civil rights, immigration, and independence movements.

 

Wednesdays, Apr. 22-June 10, Remote Research Webinar Series. Free webinars to assist Penn State researchers with shifting their research from onsite to offsite. The series highlights various University services and infrastructure to support remote research. All sessions will be held via Zoom. Additional resources for remote research may be found at https://remoteresearch.psu.edu.

Thursdays, Apr. 23-June 4, Research Data Skills for Graduate Students. Learn more about and improve skills in the areas of data management, data analysis, data visualization and data publishing. in collaboration with the Institutes of Energy and the Environment, the free virtual seminars highlight essential data skills that graduate students can utilize throughout the research data life cycle.All sessions begin at 3 p.m. Advance registration is required.

Please submit event information — and all Library News submissions — to Public Relations and Marketing via its Staff Site request form and selecting the “Library News blog article” button.