Why Chat?

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The University Service Desk is encouraging LITS employees to try out the Chat function in ServiceNow.

The University Service Desk is encouraging LITS employees to try out the Chat function in ServiceNow.

Why Chat? Great question.

Asking the question “Why Chat?” is where we started. When thinking about avenues for communication, we understand that different people have different needs. Chat opens another portal for communicating with the University Service Desk.

The benefits of using a chat function in service desk operations are significant. Chat:

  • Enables multitasking
  • Complements and enhances the existing self-service experience
  • Makes customer service faster and more efficient
  • Reduces response time
  • Offers real-time issue resolution

The idea of placing greater emphasis on chat had been around for a few years, however, in previous versions of ServiceNow the audio chat notification, which notifies Service Desk analysts when a Chat customer is waiting, was too quiet, which caused spending Chats to be abandoned.

The recent ServiceNow upgrade to Helsinki offered Chat Connect, which improves our ability to provide timely service to customers because of its improved audio and visual cues. The Service Desk began testing Chat Connect in February, after piloting various forms of Chat since 2016.

The basic features of our Chat offering are as follows:

  • Firefox is the preferred browser
  • Live Chat conversations are subject to the same compliance rules and regulations as verbal contact. (ex. FERPA, Security vetting, etc.)
  • Information that cannot be transmitted via email cannot be transmitted via Chat
  • The following requests can only be completed over the phone:

    • Password Resets

    • Unlocking of accounts

    • Administering ePin codes to sponsors

    • VPN vetting

Although the Service Desk’s full support hours are 7 am to 6 pm Monday thru Friday, Chat is available from 9 am to 5 pm Monday thru Friday. So, the next time you are thinking about calling or creating a ticket, give Chat a try. Our analysts are standing by!

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LITS support of Emory Healthcare 2017 quality care event

Photo of event control setup

The screen showing the various venues.

The 2017 Annual Emory Healthcare Quality Conference was held on June 1, 2017, and LITS provided key support to make the event a success for EHC. Although the conference took place in the Cox Hall banquet room, it was broadcast to hundreds of medical staff around Atlanta, the Southeast, and beyond.

The broadcast was made possible by the three of our LITS teams, which worked closely with Drew Imhulse, Manager, Media Services EHC, who coordinated this event. LITS support included:

  • Geoff Huitt, with Video Production Services and crew, who provided cameras, recording, and switching. He was accompanied by an outside vendor who assisted with presentation support, monitoring, and microphones.
  • Brenda Rockswold, with the Messaging / Collaboration team, who provided video conference bridge support (Cisco MCU) for all sites and provided back-up signal technology for the origination site.
  • Michael Fowler, from the Field Services team, who provided the fiber optic transmission of the signal/event for a back up. Network Services also set up additional ethernet ports in Cox Hall for use by the production team.

EHC staff provided webconferencing from the ballroom using Adobe Connect.

“LITS routinely provides videoconference operational support connecting nearly a dozen Emory Healthcare locations,” said Imhulse. “The Quality Conference in particular reached hundreds of EHC medical staff, and I especially appreciate the effort to serve clinicians after-hours, when their patient care schedule is complete.”

The Emory sites included:

  • Cox Hall Ballroom – Main event
  • Emory Johns Creek Hospital
  • Emory Saint Joes Hospital
  • Emory University Hospital
  • Emory University Midtown Hospital
  • Emory University Orthopaedic Spine Hospital

The team also supported Grady Hospital and the VA on Clairmont.

This event was on the scale of what Commencement is for the University, except that it covered all of Atlanta and included AV/IT staff at all of the sites.

If you have any questions about the event, feel free to contact me at brocks [at] emory [dot] edu.

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Peter Shirts, Music Librarian, Music & Media Library

“I feel very welcome at Emory and am excited to work with its world-class collections and scholars.” – Peter Shirts

Peter Shirts has joined the Woodruff Library as the newest music librarian. Prior to coming to Atlanta, he was the music and audiovisual librarian for over two years at the University of Hawaii at Manoa. Peter also spent time as the Junior Fellow Intern in the Music Division of the Library of Congress.

A native of Utah, Peter holds a bachelor’s degree in music education from Brigham Young University, a master’s degree in musicology from the University of Michigan, and a master’s degree in library science from the University of North Carolina at Chapel Hill.

Peter moved to Atlanta with his wife, Katherine, who just finished her degree in library science after completing a PhD in British literature. He enjoys singing, birdwatching, traveling, reading speculative fiction, blogging about music, and collecting musical instruments—someday he may actually learn to play them all. Peter recently made this awesome parody music video about Jupiter’s moon Ganymede.

You are probably wondering why Peter decided to leave Hawaii—”While I enjoyed my time there, it turns out Hawaii is an expensive place to live, and being 2,500 miles from land makes travel costly and communicating with anyone on the mainland difficult,” said Peter. “Besides, I’m not much of a beach person. I feel very welcome at Emory and am excited to work with its world-class collections and scholars.”

You can reach Peter at pshirts [at] emory [dot] edu.

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LITS recent headlines and upcoming events

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Recent LITS headlines:

Upcoming LITS events:

(go HERE for more information for each event)

  • June 29InfoForum: Newly formed Libraries Grants Support Committee to share charter and resources with staff – 2 pm – 3 pm – Woodruff Library E314
  • July 13 – InfoForum: Library Accessibility Coordinator Group – 2 pm – 3 pm – Woodruff Library E314
  • July 20IT Briefing: a monthly look into the IT projects across LITS – 10:15 am – noon – NDB 4th Floor Auditorium
  • July 27InfoForum: Developing 21st Century Business Leaders through Practice: The organizational dynamics and roles of librarians and other facilitators of experiential field-based learning in U.S. MBA education – 2 pm – 3 pm – Woodruff Library E314
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Pair of LITS staffers receive their PhDs

picture of LITS staffers getting degrees

Ann Cullen (left) and Kitty McNeill (right) at the hooding ceremony.

On May 18, Ann Cullen and Kitty McNeill each received PhDs in library information science during a graduation ceremony at Simmons College in Boston, MA. During the doctoral hoping ceremony, the graduates were officially “hooded” by their department chairs.

Simmons College is ranked as the #9 library science graduate school in the country.

Ann, who also holds a bachelor of arts degree from New York University and a master’s degree of library science from Columbia University, wrote her dissertation on “Developing 21st Century Business Leaders Through Practice: The Organizational Dynamics and Role of Librarians and Other Facilitators of Experiential Field-Based Learning in U.S. MBA Education.”

Kitty wrote her dissertation on “Leadership Influence to Transform Organizational Cultures.” She has a bachelor of arts degree from Winthrop College and a master of librarianship from Emory University.

Please join us in congratulating these two newest doctors in our midst.

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As you clean your office this summer, pay attention to Emory’s retention schedule

employee with a mountain of paper on her desk

Clutter is bad, but don’t just toss everything.

The summer months are often a popular time for office clean ups. Before filing up the shred bin and deleting old files, remember to consult and comply with Emory’s retention schedule.

The schedule identifies and describes Emory’s records, provides direction for the length of time they must be kept, and identifies their method of disposition. The retention schedule applies to all records, paper and electronic. When destroying records, consider if they contain sensitive or personally identifiable information. Confidential paper records must be shredded. Electronic records must be overwritten or the storage media physically destroyed.

The libraries and information technology have their own schedules, both of which will be under revision in the coming year.

For more information, contact me at anita [dot] vannucci [at] emory [dot] edu.

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LITS: recent headlines and upcoming events

Headlines & Events graphic banner

 

 


Recent LITS headlines:

Upcoming LITS events:

(go HERE for more information for each event)

  • June 15 – IT Briefing: a monthly look into the IT projects across LITS – 10:15 am – noon – NDB 4th Floor Auditorium
  • June 15 – “Billy Howard’s Epitaphs for the Living” exhibit opens in Level 3 Corridor Gallery; photographs of people living with HIV/AIDS in the 1980s
  • June 15InfoForum: ASERL’s Scholarly Communication Interest Group – 2 pm – 3 pm – Woodruff Library E314
  • June 22 – Epitaphs for the Living: Conversation with Billy Howard – 6:30 pm – Jones Room. More info:http://emorylib.info/news-events
  • June 29InfoForum: Newly formed Libraries Grants Support Committee to share charter and resources with staff – 2 pm – 3 pm – Woodruff Library E314
  • July 13 – InfoForum: Library Accessibility Coordinator Group – 2 pm – 3 pm – Woodruff Library E314
  • July 27InfoForum: Developing 21st Century Business Leaders through Practice: The organizational dynamics and roles of librarians and other facilitators of experiential field-based learning in U.S. MBA education – 2 pm – 3 pm – Woodruff Library E314
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