Monthly Archives: August 2022

A note to readers

Please note: As of Aug. 15, 2022, the Library News blog has been decommissioned. All future internal communications are encouraged to be posted to the Staff Site via self-service Staff Site Posts. To submit a Post, find the Add Content menu on the Staff Site, then select Post at the bottom of that dropdown menu.  

DeskTracker migration

By: Heather Ross

DeskTracker will be upgrading and migrating to new servers on Aug. 15-16.

We will be pausing account creation until 8/16.

What does that mean for you?
– The url will change. We will update links from the DT page.
New url will be: https://nam10.safelinks.protection.outlook.com/?url=https%3A%2F%2Fpsu.desktracker.net%2F&data=05%7C01%7Cul-itservicerequest%40lists.psu.edu%7C27e8b791115f4bbe47ae08da76eea89f%7C7cf48d453ddb4389a9c1c115526eb52e%7C0%7C0%7C637953064783785084%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C2000%7C%7C%7C&sdata=oICqGA5O18J2BYQUhrP8tUfFuM6ap9qIzhs%2BdYxk%2Fa8%3D&reserved=0
– Your DT userID will be your PSU userID (e.g. abc123)
– You will need a new password. DON’T use your PSU password!
– You will have your PSU email address associated with the account so you can reset your own passwords in the future

What can you do now?
If you use your browser to remember your password and you don’t know your password, please ask for a password reset now.

The functionality of DeskTracker will remain the same, but the look will be updated. I do not have any screen captures to show you at this point.

Tech Tip: WAH vs hybrid vs office – laptop best practices

By: Ryan Johnson

There has been a lot of discussion on the new Flexible Work Guidelines and HR 107 Policy at Penn State.  With all the possible work environments, what are the best practices for your Library Computer?

Please join me this Thursday, Aug. 11 at 2 p.m. to learn more about WAH vs. Hybrid vs. Office: Desktop/Laptop Best Practices

flexible working photo

During this 1-hour session, we will review what you need to know about Working at Home, Hybrid and Office Work environments, including what equipment Libraries IT Provides, best practices for various applications, when and how to update your computer and tips to ensure your computer runs smoothly.

Objectives:

  • What does Library Strategic Technologies provide for each Work setup.
  • Best Practices for Key IT Programs When Working in Flexible Environments.
  • How/When to Update My Computer if I’m Working In The Office, Hybrid or Working at home.
  • Basic Tips to Ensure your Computer Runs Smoothly.

The session will occur at https://psu.zoom.us/my/ultraining and WILL BE RECORDED.

 

Tech Tip: What equipment does Strat-Tech provide for WAH vs. hybrid vs. the office

By: Ryan Johnson

office graphic

What Equipment does Library Strategic Technologies provide for employees working at home, hybrid or working in the office.

General Stipulations:

  1. Due to security and data protection, employees are expected to use University/Library equipment to do their work from home.
  2. Employees are only provided one computer.
  3. Employee must provide reliable internet that meets the needs of their work.
  4. Employees may have a full computer set in one place – not both.
  5. Cables and connections used to connect personal equipment to work equipment is the responsibility of the employee. Technical support for these setups is limited.
  6. Printers, scanners and other peripherals will not be provided at home.

Employees who work exclusively at home or with limited time (1 day or less per week) at a Libraries worksite:

  1. Complete set up at home with computer (laptop), docking station if needed, and up to two 24”monitors.
    1. Hybrid work/personal setups will not be supported. Cables and connections are the responsibility of the employee. Technical support for these setups is limited.
  2. No computer set up will be provided at Libraries worksites.  Employees may bring their laptop with them and use space that is provided by their department as touchdown space. Strat-Tech will have a limited number of laptops available for employees to borrow for short time periods.
  3. Printers and other peripherals will only be provided to employees who have a documented need due to their job functions. This request must be made by their Library/Department Head and approved by Libraries IT. Printing to network printers located at Libraries worksites from home is available using a Global Protect. Most paperwork can be printed to pdf and emailed or placed in a shared folder.

Employees who work exclusively at a Libraries worksite or with limited time (1 day or less per week) at home:

  1. Complete set up at the Libraries worksite with computer (laptop or desktop), docking station if needed, and up to two 24” monitors.
  2. No computer set up will be provided at home.  Employees may bring their laptop with them to use at home wirelessly. Library IT will have a limited number of laptops available for employees to borrow for short time periods.
  3. Printers and other peripherals will not be provided at home.  Printing to network printers located at a Libraries worksite from home is available using Global Protect. Most paperwork can be printed to pdf and emailed or placed in a shared folder.

Employees who work equally at a Libraries worksite and at home (2-3 days per week at each location):

  1. Complete set up at one location with computer (laptop), docking station if needed, and up to two 24” monitors.
    1. Employee may keep one of their monitors at each location or both at one location.
  2. Employees may bring their laptop between the two locations. Libraries IT will have a limited number of laptops available for employees to borrow for short time periods.
    1. Hybrid work/personal setups will not be supported. Cables and connections are the responsibility of the employee. Technical support for these setups is limited.
  3. Printers and other peripherals will not be provided at home.  Printing to network printers located at a Libraries worksite from home is available using Global Protect. Most paperwork can be printed to pdf and emailed or placed in a shared folder.

Customer Service Tip: This is how you reduce escalations

By: Myra Golden (submitted by Carmen Gass)

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down, techniques right out of my
De-escalation Training.

One. Coach Your Team to Acknowledge Customer Concern

When staff acknowledges how hard things are for customers, they can foster rapport and make connections. Acknowledging concern links the communication chain with customers and makes it easier for employees to create calm, reframe conversations, and move interactions toward closure. Read more here.