Daily Archives: September 28, 2020

Customer Service Tip: What do you do for work?

By: Mat Patterson submitted by Carmen Gass

I have at least three different answers for that question, depending on who is asking:
– Soccer Dad at my kid’s game: “I work for a US software company”
– My Doctor: “mostly typing”
– Chatty seat mate at the start of a 15 hour flight: “insurance adjuster”

There is no single “best answer,” because so much depends on who you are talking to, and why. It’s just as true when delivering customer service.

Having the correct answer is only part of the job—delivering that answer in a way that the customer can understand and act upon is equally important.

High quality service comes from customer service folk who:
1. Have the necessary knowledge to answer the question correctly
2. Understand that answer deeply enough to be able to confidently explain it in several different ways
3. Can size up a customer and context and select the right approach to delivering that answer

Consistently doing all three takes skill, experience and ongoing company support to do well. It’s also why we’re so far from AI being a practical replacement for most human-powered customer

Tech Tip: New to Zoom — Live Transcription

By: Ryan Johnson

Penn State Zoom Service now includes a feature that uses automatic transcription that enables speech to text transcription in Zoom Meetings and Zoom Webinars. This feature is enabled by the host of the meeting or webinar once it begins. Participants will not see the Live Transcript option unless the host enables it.

Zoom screenshot for tech tip

Users must first enable the setting within their Penn State Zoom profile in order to use it within their meeting.  Closed captioning is on by default; however users must check the sub setting below to activate live transcriptions within their meetings.

  1. Navigate to psu.zoom.us
  2. Click Sign-in, and sign in using your PSUID and password (if necessary).
  3. Click the Settings tab in the upper left corner.
  4. Search for Closed captioning found in the In Meeting (Advanced) section.
  5. Check the sub setting: Enable live transcription service to show transcript on the side panel in-meeting.

To learn more about this new feature and how to use it, please visit the new Staff Site training page: Zoom Live Transcription

Fall 2020 Libraries Exhibitions

Fall 2020 — University Libraries Exhibitions

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 CollectionA 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.

Image: Physical Plant series, Greg Grieco photographs, 07488

EXHIBITION: Celebrating the ADA: The Legacy and Evolution of Disability Rights & Lived Experience at Penn StateTo coincide with the 30th anniversary of the American with Disabilities Act (ADA) on July 26, a new online exhibition, Celebrating the ADA explores the first 100 years of national disability rights legislation and the movement’s impact on the Penn State University community.

Please submit Libraries exhibit 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.