Author Archives: Jennifer Ann Cifelli

Tech Tip: Penn State WikiSpaces to be retired on Dec. 16, 2022

By: Ryan Johnson

Penn State IT will retire the Penn State WikiSpaces service on December 16, 2022. If you content owner of a WikiSpace, you will start receiving email reminders to delete your space.

Moving forward, you should now use other collaboration platforms and applications such as SharePoint, OneDrive, Sites at Penn State, Google Workspace, and Canvas as an alternative to WikiSpaces to store and manage your work (Note: use of Canvas for course materials is for faculty and learning designers only). If your WikiSpace(s) is no longer needed, please delete it now.

Please refer to the following Knowledge Base articles for more information and instructions for transferring content to other collaboration platforms or for deleting your WikiSpace(s):

Several factors contributed to the decision to retire the Penn State WikiSpaces service, including the increase in the cost of the contract, costly required upgrades to the platform, as well as the availability of alternative collaboration and learning management tools that are included in the University’s existing contracts and at no charge to students, faculty, and staff.

You may continue to receive email reminders until your WikiSpace(s) is deleted by you or upon the retirement of the Penn State WikiSpaces service on December 16.

For questions or concerns about the Penn State WikiSpaces retirement or to report a unique use case, email the Penn State WikiSpaces Retirement Team.

For assistance with exporting or deleting your WikiSpace(s), contact the IT Service Desk via chat, phone, or email by visiting Get Support.

Customer Service Tip: How to effectively explain a policy to a customer

By: Leslie O’Flahavan [submitted by Carmen Gass]

Whether your customer should’ve read your policy but didn’t or tried to read your policy but couldn’t understand it, the outcome is the same. Explaining and enforcing the policy has become Customer Service’s duty. Customer Service didn’t create the policy, but when it comes to getting the customer to accept the policy, we find ourselves on the front line.
Read more here.

New LGBTQIA+ display in Maps and Geospatial Center

By: Tara Anthony

Mapping equality among the LGBTQIA+ community 

The Donald W. Hamer Center for Maps and Geospatial Information supports diversity, equity, and inclusion throughout the Penn State Community and beyond. We compiled sources from within our collection along with some others to create a display celebrating LGBT+ pride on campus.  The poster covers a variety of topics including historic gay travel guides from the mid 20th century, an openly gay man who did all the behind the scenes work for the March on Washington, transgender access to healthcare in Pennsylvania, and a detailed map of same-sex marriage published by the Treasury Department. It also includes statistics about the LGBT+ population in Pennsylvania and a screenshot of State College from “Queering the Map” where anyone can submit a point and write about their experience. This display was created by Olivia Neill, Maps and GIS Assistant, who is a 3rd year Geography major pursuing minors in Spanish and History. Additional guidance was provided by Heather Ross, Map Specialist, and Tara Anthony, GIS Specialist.      

Visit 1 Central Pattee Library, 9 a.m.-5 p.m. Monday-Friday, to view this display.

Tech Tip: Spotting a phishing email

By: Ryan Johnson

Identifying job offer scams, gift card scams, and phishing emails in general is crucial to keeping PSU safe. Here are a few suspicious things to watch out for and report.

Note: If you believe you have fallen for a phishing email, please change your password right away, and do not accept random two-factor requests (Duo pushes, phone calls, etc). 

  • When the email message contains the following:
    • Poorly worded message with grammatical errors are a dead giveaway.
    • Generally addressed emails such as “Dear employee”
    • Unwarranted product charge or fake refund. Might bait you into calling a number and being scammed over the phone
    • A sense of urgency, requiring contact or validating your password with a deadline
    • An unexpected request, shared document, or attachment (such as a fake invoice). These usually come with an empty email that tempts you to open the attachment, or login at a fake sign-in page, before realizing the email was a scam/phish
    • Requests to purchase gift cards, make an Amazon/PayPal payment with promise of reimbursement
    • Requests for personal information to apply for a job or retirement assistance, with a follow up request to deposit a check as a “first paycheck”
    • If it sounds too good to be true, it probably is. Do your research before accepting money, free items, or a job
  • When to be suspicious of the sender’s email address:
    • Note the sender email address, and their name. Some phishing emails use impersonation to trick people who skim over the email address, assuming the email is from who it says it is in the displayed name
    • Anyone can make a Gmail address and name themselves “IT HelpDesk” or someone you know. If the email address is something strange like dept.chair221@gmail.com, this is a dead giveaway
    • For legitimate PSU senders, their account may be compromised and used to send out spam. Let OIS know if you receive a suspicious phishing or job offer scam email from a PSU sender, and we will remediate the compromised account
    • The sender email address can also be spoofed. If you see what looks like a legitimate email address sending you an unusual email, you can forward the email (as an attachment) to phishing@psu.edu and we will analyze the email for you
    • Verify legitimate emails with a google search, or contact the sender through other means directly
    • If a document is shared with you via Google Drive or Sharepoint, always look at who shared it in the Subject and Sender. Common phishing emails come from someone unknown sharing a document via Sharepoint/OneDrive, and naming the document “<Your coworker> shared a file with you”.
      • The person who really shared the document should be at the top of the message, and their email address can be seen. They may be trying to impersonate someone you know to trick you into believing that document came from them.
      • The link will lead you to a Google forms or Microsoft Forms page asking for username and password. This is an attempt to  phish for your credentials.
      • Past phishing emails shared through Google Drive or Sharepoint include the following named documents:

      shared “FACULTY-STAFF” with you.
      shared “DEPT EVALUATION” with you.
      shared “DEPT ASSESSMENT” with you.
      shared “END OF THE YEAR SPORTS REVIEW” with you.
      shared “FACULTY EVALUATION FORM” with you.
      shared “Docx copy” with you.
      shared “IT HELP DESK” with you.
      shared “Office Evaluation doc.” with you.
      shared “Department Evaluation doc” with you.
      shared “FACULTY EVALUATION FORM” with you.
      shared “EVALUATION FORM” with you.
      shared “HR DEPT INFORMATION REQUEST” with you

      When in doubt, report it. You can always email phishing@psu.edu if you have concerns about a possible phishing email.

       

Customer Service Tip: The number one customer service strategy

By: Shep Hyken (submitted by Carmen Gass)

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. The top answers belong together: helpful and friendly.

That seems pretty simple. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them. How hard can that be? It seems like it’s just common sense, right? Yet we all have the customer service horror stories that are the exact opposite of people being helpful and friendly. Read more here.

Tech Tip: What is TeamViewer?

By: Ryan Johnson

TeamViewer is remote access software that allows Strat-Tech to remotely connect to your computer to provide support when you need assistance, regardless of where you are, as long as you have an Internet connection. The TeamViewer Host client is a very small application that runs in the background on your computer that connects it back to our management console so a remote connection can be established when needed.

How do I know if TeamViewer is running?

On a Windows computer, click the “up triangle” near your clock in the lower right and look for the TeamViewer icon, highlighted in red in the following image:

On a Mac, look for the TeamViewer icon in your menu bar, also highlighted in red in the following image:

If a member of Start-Tech contacts you and needs your TeamViewer ID, click on the TeamViewer Icon and a Window will appear.  Simply provide the 9 digit “YOUR ID” number.

Customer Service Tip: Good habits are just as important as talent and skill

By: Shep Hyken (submitted by Carmen Gass)

I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time.

I’ve seen lists like this before. They include being on time, having a good work ethic and a positive attitude, doing more than expected, and more.

I did a little research and found similar lists that included all those mentioned above and others including being coachable, smiling, saying please and thank you, being nice, doing what you
say, etc. Read more here.

Customer Service Tip: Why your people are the key to getting great customer feedback

By: Jeff Toister (submitted by Carmen Gass)

“How was everything?”

The hotel associate asked this standard question as I was checking out. Most guests probably say, “fine” without even thinking, but I had some constructive feedback to share.

Yet I hesitated. Three other hotel employees had ignored the feedback I gave them throughout my stay. Would this fourth employee do the same?

I decided to test the waters. “It was just okay,” I said. Adding, “The room was nice.”

My response barely registered. “Okay, well, you’re all set!” replied the employee, a bit too dismissively. Read more here.

 

Customer Service Tip: Answer the phone enthusiastically!

By: Jeff Toister (submitted by Carmen Gass)

The way you answer the phone creates an instant first impression. This week’s tip might be easy to use on your first call of the day, but what about your 50th?

** Answer the Phone with Enthusiasm**
————————————————————
We create a first impression when we answer the phone, so it’s important to give a warm and pleasant greeting each and every time. The challenge is we’re human. Sometimes, we’re distracted. Other times, we’re just having a bad day. And, occasionally, a co-worker decides to reheat fish in the microwave.

Here are a few tricks to try:
* Put a mirror near your phone so you can see yourself smile
* Create a list of different phone greetings so you can mix it up a bit
* Pause and take a deep breath to clear your mind before answering

Tech Tip: Keep your computer safe – lock your device, ALWAYS!

By: Ryan Johnson

lock and chain photo

Having an Anti-Virus running on your computer, protecting your email from phishing attempts and choosing strong passwords are all good ways to keep your University Library computer safe.

Another way to keep your computer safe everyday is to make sure your screen is locked when you need to step away.

Locking your computer keeps your files safe while you are away from your computer. A locked computer hides and protects programs and documents and will allow only the person who locked the computer to unlock it again. You unlock your computer by logging in again (with your PSUID and password).

Locking Your Computer

  •  Press and hold the Windows logo key on your keyboard (this key should appear next to the Alt key), and then press the L key. Your computer will be locked, and the Windows 10 login screen will be displayed. On a Mac, you can press Command+Control+Q to lock your Mac.

Note: Any applications, files, Web pages, or other windows you opened before you locked your computer will remain open while your computer is locked.

This is especially true if you work in a public area of the Library. If you have an office, lock your office space. If you don’t, ALWAYS lock your computer when stepping away for any period of time.

Finally, University Libraries machines are set to lock after 15 minutes of inactivity. However, web browsers with videos playing will prevent screenlock. Please make sure you always lock the device yourself whenever possible when stepping away. Remember, you are responsible for your computer, whether you work in a public space, have an office or work at home.

“Libraries are the Great Equalizers”

Jeff Knapp and Torrie Raish have been featured in the Chronicle of Higher Education‘s new publication, “The Library of the Future,” and they are featured in this Chronicle article, “Libraries are the Great Equalizers,” too — from among the 160 librarians who are included in the report! (The Chronicle of Higher Ed is accessible to everyone at Penn State for free.)

You can read the article at https://www.chronicle.com/chronicle-intelligence/report/libraries-are-the-great-equalizers

Customer Service Tip: Never, never, never be late

By: Shep Hyken (submitted by Carmen Gass)

Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when.

But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product. Maybe a customer orders something three days before Christmas. You ship it out that day, but the backup at the
post office causes a delay. Or perhaps there is a supply issue, and you can’t get the parts to manufacture your products.

None of these scenarios are your fault, but the customer doesn’t always see it that way. All the customer knows is that you were late. Read more here.

Tech Tip: Zoom apps now available

By: Ryan Johnson

Zoom app screenshot

Although there has been no official announcement from Penn State IT, Zoom apps has started to appear on our Zoom Applications.

Zoom Apps were released last year as a new type of in-product integration of popular web apps into Zoom. Currently over 50 apps are available in the Zoom Marketplace, however it appears only two have “officially” been added in the Penn State License, Timer and Virtual Backgrounds. Currently, it appears that you need to request for approval from the zoom admins any additional apps available in the Zoom Marketplace.

To get started with Zoom apps, follow the instructions below:

  1. Make sure you have the most recent version of Zoom available in Big Fix Self-Service. (While the most recent version is not needed, you need to be running a fairly recent version)
  2. Open Zoom and click the Apps tab (see above) in the desktop client.
  3. Click Discover to see the available Zoom Apps and add.

Zoom application screenshot for tech tip

To learn more about the new Timer App, please read the following marketplace description.

To learn more about the new Virtual Backgrounds App, please read the following marketplace description.

Common Services department update

By: Rachel White

In August 2021, Undergraduate Services in Pattee and Paterno Libraries merged with what most of us know as Lending Services. Currently known as Common Services, we support and staff the desks at the East and West entrances of Pattee and Paterno Libraries as well as the main circulation desk. Common Services has expanded the training offered to staff, covering both the Welcome Desks and the main Circulation Desk, resulting in a more consistent user experience and less need to travel between desks. Users can now check out materials at any public service desk on the first floor. The unit’s responsibilities include, but are not limited to, providing a high level of customer service, processing incoming and outgoing library materials, and re-shelving library materials.

The merger of departments isn’t without challenges, compounded by the ongoing pandemic, so we’ve had our share of growing pains. To that end, supervisors and staff meet regularly to discuss operational concerns, and have made changes to the provision of services based on needs. Supervisors encourage open communication so that staff can ask questions, share concerns, and talk about what is and isn’t working. COVID has continued to present a number of challenges when it comes to how we interact with our patrons, how to keep staff safe, how we schedule, and how (and when) to provide services and hours.

Looking to the future, we continue to work on identifying and formalizing roles and specialties within the department to fully leverage the expertise and strengths of our talented staff. Our
primary goal is to continue to build a strong, cohesive, and patron-focused team.

Tech Tip: What anti-virus can I run on my personal computer?

By: Ryan Johnson

Installing an anti-virus software program provides an additional line of defense against cyberattacks. Review below your options for your personal PC or Mac.

There are several FREE anti-virus software options available:

The good thing is Microsoft Defender should be set to run automatically.  You can verify this but doing the following:

Turn Windows Security real-time protection on or off

  • Select the Start button, then select Settings > Update & Security > Windows Security > Virus & threat protection.
  • In the current version of Windows 10: Under Virus & threat protection settings, select Manage settings, and then switch the Real-time protection setting to On or Off.
  • In previous versions of Windows 10: Select Virus & threat protection settings, and then switch the Real-time protection setting to On or Off.