Monthly Archives: July 2021

Tech Tip: Zoom Immersive View

By: Ryan Johnson

screenshot of a Zoom Immersive room

Have you checked out Zoom’s Immersive View yet? Immersive View assembles up to 25 participants into a single virtual “scene,” and it’s one of the simplest ways to create a fun, cohesive, and collaborative virtual space for your meeting or webinar.

To use Immersive View, the host and meeting creator need to have it enabled in your zoom settings at zoom.psu.edu

Zoom Immersive screenshot of settings

In addition, you must be running zoom version 5.6.3 or higher.

To learn more about Immersive view, please check out this knowledge article in the Penn State Knowledgebase.

Customer Service Tip: Show more empathy

By: Jeff Toister (submitted by Carmen Gass)

Empathy is a critical customer service skill that’s hard to master. Here’s a guide that will help.

** How to demonstrate empathy**
Empathizing with customers 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 them 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.

Tech Tip: How to clear your browsers cookies and cache

By: Ryan Johnson

Clearing cookies screenshot for tech tip

Your browser tends to hold onto information, and over time it could cause problems with logging in or bringing up websites. It’s always a good idea to clear out the cache, or browser history, and clear cookies on a regular basis. The drawback to this is that your saved usernames and passwords will be deleted and you’ll need to re-enter them. But on the plus side, your privacy is more secure and your browser will work better.

Library Strategic Technologies has seen several tickets relating to issues logging into various Penn State websites since the new Penn State Sign-in took place on July 7th . If you experience a similar issue, try clearing your browser cookies and cache first before putting in a helpdesk ticket. This resolution seems to fix most issues related to this change.

Please see the instructions below to clear your cookies in cache in most browsers:

https://libraries.psu.edu/about/departments/libraries-strategic-technologies/how-clear-your-web-browsers-cache-and-cookies

Penn State Libraries negotiating Elsevier contract to access scholarly journals

The University Libraries is negotiating a renewal contract with the scholarly publisher Elsevier for its ScienceDirect, Scopus, PURE, SciVal and Funding Institutional library databases. The Libraries makes this content available to scholarly researchers and others across Penn State.

The University Libraries’ current ScienceDirect subscription, which ends on Dec. 31, 2021, includes more than 2,000 journals. The subscription cost has been increasing significantly over the years and has become financially unsustainable,” said Mihoko Hosoi, University Libraries associate dean for collections, research and scholarly communications. “The University Libraries, as with other Penn State divisions, has encountered financial challenges during the pandemic and must continue to be mindful of budget realities while being responsible stewards of its funds. As a result, the Libraries intends to keep essential content available to researchers and contain costs by negotiating persistently with Elsevier, which is a for-profit scholarly publishing company.”   

Kelly Thormodson, Penn State College of Medicine’s associate dean for library and information services and director of the Harrell Health Sciences Library, offered additional context. “In the academic world, staff and faculty researchers provide scholarly publishers with much of their required labor as authors, peer reviewers and editors who do this work usually for free,” Thormodson said. “This work and the act of publishing in scholarly journals are essential for research, teaching, and faculty promotion and tenure. Unfortunately, covering increasing costs of library journal subscriptions has become unfeasible for many institutions of higher education.”  

Some research libraries, including peer institutions such as those in the University of California system, have successfully negotiated fees as well as open access publishing agreements with Elsevier. Libraries approach such negotiations differently depending on their priorities.

University Libraries negotiators will do their best to ensure that Penn State faculty and students have access to the resources they need for education and research, while simultaneously being optimal stewards of the University’s funds. University Libraries representatives will present an update on these negotiations to the University Faculty Senate and the University Research Council this fall.

Final reminder for replacement nametag initiative

Reminder! For those who wish to order a replacement name tag as part of the replacement nametag initiative, please fill out the new Order Form no later than Friday, July 16. Orders placed by this date will be received in time for the start of Fall semester 2021. Orders made after that time will be processed but may not arrive in time for the beginning of the semester.

Replacement nametags with pronouns are optional and there is no requirement to change your current name tag.

If you have any questions, please contact Linda Klimczyk at gk1@psu.edu

Tech Tip: How to determine who manages a Library Listserv

By: Ryan Johnson

Two years ago, the University Library Listserv application was retired.

At this time, Libraries Strategic Technologies only maintains the listservs listed on this staff site page:  https://staff.libraries.psu.edu/libraries-strategic-technologies/staff-support/library-listservs  (great page to bookmark on the staff site).

The listservs that are maintained by Strat Tech for the library are hierarchical, meaning that any message sent to a top level list (e.g., UL-University Park,  UL-CCL, etc.) will go to all of the lists below it.

For any changes to these listservs, please feel free to open a Libraries helpdesk ticket.

If your listserv is not on listed on this page you have several options to try to see who manages it.

  • First, you can try lists.psu.edu for Penn State’s Listserv management system.
  • UMG’s are located at accounts.psu.edu under User Managed Groups.
  • Otherwise, email the listserv to determine who manages access or open a ticket with Enterprise ITThe list may be a distribution list setup in Office 365 and managed my a library employee.

Reminder: Preferred pronouns nametag initiative – orders due 7/16

Just a reminder that Libraries Administration has announced a replacement nametag initiative which includes a line for preferred pronouns.

For those who wish to order a replacement name tag, Fill out the new Order Form no later than July 16, 2021. Orders placed by this date will be received in time for the start of Fall semester 2021. Orders made after that time will be processed but may not arrive in time for the beginning of the semester.

Replacement nametags with pronouns are optional and there is no requirement to change your current name tag.

If you have any questions, please contact Linda Klimczyk at gk1@psu.edu

 

Customer Service Tip: How to Manage High-Stakes Conflict

By: American Negotiation Institute and Kwame Christian
submitted by Carmen Gass

Conflict seems unavoidable in life, but how can we wind down and diffuse anger, especially when there’s a lot on the line? In this audio-only course, adapted from the Negotiate Anything podcast, Justice Yvette McGee Brown explains how to present conflict, have constructive conversations with those who have different viewpoints, and find your specific approach to
resolving conflict. Listen to the 19 minute class here.

Tech Tip: Customize your most frequent actions in Outlook

By: Ryan Johnson

Now you can make your most used actions (Mark as read, Delete, Flag, etc,) appear front and center in outlook on the web.

The Easiest way to make changes currently, is simply clicking on the What’s new Section located in your Outlook Toolbar.

Simply click on Try it under the Make Outlook yourOwn window.

"make Outlook your own" screenshot for tech tip

The following window will appear:

Customization screenshot for Outlook - tech tip

You can also open Settings -> Mail -> Customize actions in Outlook Settings as well and make adjustments under quick actions.