Daily Archives: July 20, 2020

Tech Tip: How to delay or schedule sending mail in Outlook on the web

By: Ryan Johnson

A feature previously only available in Outlook desktop client (PC only) is now available on the web version of outlook.

  1. After composing your message, select the dropdown menu next to the Send button.

2. Select Send later:

'send later' screenshot

3. Select the date and time you’d like the email to be delivered and click Send.

Outlook for Windows

  1. In the message, click the Options tab.
  2. In the More Options group, click Delay Delivery.
  3. Under Delivery options, check the box for Do not deliver before, and select a date and time.
  4. After you click Send, the message remains in the Outbox folder until the delivery time.

Customer Service Tip: Reset expectations

By: Jeff Toister (submitted by Carmen Gass)

Some customers want the moon. They’re inevitably frustrated when we can’t deliver on an impossible request.

There is something we can do.

** Set appropriate expectations**
Customers judge our service by whether we meet, exceed, or fall short of their expectations. When we get a chance to influence a customer’s expectations, we should be careful to set ourselves up for success.
Example:
Let’s say a customer asks you to do something that takes 30 minutes for you to do. You probably tell your customer you’ll get it done in 30 minutes, right? That’s a very dangerous promise. What if something unexpected comes up and it takes you longer than 30 minutes to complete? In the eyes of the customer, you’ve taken longer than you promised.

A better approach is to set expectations that provide you with some wiggle room while still being acceptable to your customer.

If the task will take you 30 minutes, why not see if the customer will agree to a one hour turnaround time? Getting back to the customer within 30 minutes will exceed their expectations. If something comes up and it takes you an hour, you’ve simply met your customer’s expectations and nobody is upset.

Bonus Tip: We often have many opportunities to manage a customer’s expectations. This short video explains how to find some of them.

 

Events: July 20

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.

Friday, Aug. 17, Libraries Trivia Night: Historical Markers. Trivia topics from markers located on campuses across the Commonwealth. will include campuses, diversity, equity, and research. University Archivist Angel Diaz will emcee the evening. Please register in advance for the Zoom event, 7-8 p.m.

book cover of "The Hidden Life of Life: A Walk Through the Reaches of Time"Thursday, Aug. 20, Libraries Lunch Book Club. The University Libraries quarterly book club will launch with the selection “The Hidden Life of Life,” including a Q&A and discussion of the book with author Elizabeth Marshall Thomas. Noon-1:30 p.m. via Zoom. Advanced registration 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.