Daily Archives: November 29, 2021

Penn State – A Top 10 Research Library

By: Leigh Tinik

The Association of Research Libraries (ARL) has released the 2020 Investment Index rankings and Penn State is ranked 10th. For the past fifteen years, Penn State University Libraries has
consistently ranked in the Top 10. The ARL Investment Index is a measure of relative size among the 125-member association and is determined by the following four variables: total library expenditures, salaries & wages of professional staff, total library materials expenditures, and the total number of professional and support staff. It is not an attempt to measure a library’s services, quality of collections, or success in meeting the needs of users.

The Penn State University Libraries 2020 ARL statistics including Penn State Law, Dickinson Law and Penn State College of Medicine are available on the University Libraries website.

In addition, the historical BTAA ARL comparisons have been updated. These visualizations compare Big Ten institutions on eight ARL metrics including: circulation, collections, expenditures, gate counts, inter-library loan, instruction, personnel, and reference. The historical BTAA ARL data is also available to download.

Customer Service Tip: Dealing with angry customers—Be sincere when you apologize

By: Shep Hyken (submitted by Carmen Gass)

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article (The Five Best Things to Say to an Angry or Upset Customer), but I want to dive into the “I’m sorry” comment a little deeper.

Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.” I appreciated those words. I felt that I was being heard and even understood. That was until a minute later when the agent once again said, “I’m sorry.” Read more here.

Tech Tip: Forwarding Outlook email messages as an attachment

By: Ryan Johnson

How do I forward email messages as an attachment?

A common reason to forward messages as an attachment is to report suspected phishing email.  Forwarding as an attachment preserves helpful diagnostic information, which is lost when simply forwarding the email.

Outlook on the Web 

  • Click the + New message button to create a new message.
  • Find the message that you want to send as an attachment, click on it, and drag it over to the message body of the new message.
  • Enter relevant information in the To, Subject, and Body of the message.
  • Click Send.

Outlook Desktop Client (Windows)

  • In the Message List, select the message you wish to forward.
  • Press the Ctrl, Alt, and F keys, simultaneously.  A new message will open with an attached message.
  • Enter relevant information in the To, Subject, and Body of the message.
  • Click Send.

Outlook Desktop Client (Mac)

  • In the Message List, select the message you wish to forward.
  • Right click on the message (Press and hold the “Control” button while clicking).  A menu will open.
  • Click on Forward Special.
  • Select, As Attachment.  A new message will open with an attached message.
  • Enter relevant information in the To, Subject, and Body of the message.
  • Click Send.