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Gannett I.T. announces reference guides


Gannettoid.com | news@gannettoid.com | Posted: Nov. 18, 2009 • Morning report


Gannett Information Technology sent a memo Tuesday outlining reference tools for employees for handling customer service and software questions.

The document outlines quick reference guides that are available for employees to better understand how to use customer service software for billing and other tasks. The guides also provide information for programs such as Microsoft Office, Microsoft SharePoint, Adobe Photoshop, Adobe Dreamweaver, Adobe Flash, Microsoft Project, Windows and Appleworks.

According to the memo, the tutorials "are designed to be short, informal movies that you can easily use for quick reference." The guides are available for download.

Here is the memo:

Announcing: New Quick Reference Guides Library and new "Quick Hits" Reference Tools for Common Customer Service Application Questions (Available Now)
Gannett Information Technology
Sent: Tuesday, November 17, 2009 5:22 PM
To: Advertising Executives
Circulation Executives
Human Resource Executives
Finance Executives
Information Technology Executives
From: Gannett Information Technology, Professional Development/Technology team
Date: November 17, 2009
Subject: Announcing: New Quick Reference Guides Library and new “Quick Hits” Reference Tools for Common Customer Service Application Questions (Available Now)


AUDIENCE

All Gannett locations.


DESCRIPTION

The Quick Reference Guides are documents that provide concise, targeted instruction for performing specific software related tasks. A collection of guides is now available for download on the Virtual Campus. These guides provide quick reference or help for applications such as Microsoft Office, Microsoft SharePoint, Adobe Photoshop, Adobe Dreamweaver, Adobe Flash, Microsoft Project, Windows, Appleworks, etc. Please feel free to download one or all of the guides. Note: We only have access to the Adobe application guides up through CS3.

Gannett IT has also taken some common questions received in Customer Service and recorded brief step-by-step movies/tutorials. These dynamic online tutorials (also known as "Quick Hits") are designed to be short, informal movies that you can easily use for quick reference. Click here to view the Dynamic Online Tutorials (DOTs) library for Acrobat Connect, Genesys, AP/GL, HR/Payroll and select Microsoft Office application questions.  Here is a list of the new “Quick Hits” recordings available by application:

General

SNC: User and Administration Groups: This Gannett IT Quick hit video explains how to create Groups within the Service-now helpdesk software.

Genesys Circulation

Thanksgiving Surcharge: How does it work on a SMB bill?: In this simulation, we explain how the Thanksgiving surcharge works on a SMB bill.

Thanksgiving Surcharge: Verify Thanksgiving for Current Year: In this simulation, we  explain how to verify that Thanksgiving is entered into the holiday control file as a published holiday for all frequencies of deliveries (FODs) in your system (step 1).

Thanksgiving Surcharge: Set up Debit and Credit PIA Surcharge Transaction Codes: Once you have verified that the holiday control file contains a published holiday for all frequencies of deliveries in your system, you need to set up some new PIA transaction codes (step 2). In this simulation, we explain how to set up new PIA transaction codes.

Thanksgiving Surcharge: Set up Carrier Billing Transaction Codes: Once you have verified the holiday control file and set up new PIA transaction codes, you will also need to set up some new Carrier Billing Transaction codes as well (step 3). In this simulation, we explain how to set up new Carrier Billing Transaction codes.

Thanksgiving Surcharge: Set up Thanksgiving surcharge in CIR0603-SSDXW01 menu option: Once you have verified the holiday control file, set up new PIA & Carrier Billing Transaction codes plus set up a transaction code for the surcharge carrier credit, you can then set up the Thanksgiving surcharge in the new surcharge menu option, called CIR0603-SSDXW01 Work with Sub Surcharge Date (step 4). In this simulation, we explain how to set up the Thanksgiving surcharge in the new surcharge menu option.

Thanksgiving Surcharge: Run Load/Maintain PIA and Carrier Collect Surcharge: Once you have set up the surcharge for Thanksgiving, you are then going to have to run jobs to create and load the surcharges into a file so they are available for SMB billing (steps 5 and 6). In this simulation, we explain how to create and load the PIA and Carrier Collect surcharges.

Thanksgiving Surcharge: SMB Items and Thanksgiving Notes: In this movie, we cover some key points and note a few other “gotchas” as well in SMB billing and Thanksgiving surcharges.

1099 Year End Processing – Coming soon!

Attention: Look for an upcoming special notice about the release of 1099 Quick Hits to guide you through the Genesys Circulation 1099 setup and processing steps.


DEADLINES/PREREQUISITES

Please share this information with anyone responsible for business applications at your location.

Further "Quick Hits" will be created on an on-going basis for other common application questions and will be added to the Virtual Campus and linked on the Genesys and CS SharePoint sites and in Service-now Service Desk.

We welcome your suggestions of other possible Quick Hits topics. Please submit them using the discussion board topic created for quick hits on the PDT SharePoint site. You can access other training information on this site as well: http://sps.gannett.gci/teams/pdt/default.aspx


SUPPORT

Since you need to log into the Virtual Campus to view the Quick Hits, we have provided information related to common questions about that process below:

1) What is the link to access the Virtual Campus? The link to access the Virtual Campus is:http://virtualcampus.gannett.gci/.

2) Do I use my network login and password to access the Virtual Campus? No. Currently, the Virtual Campus has login ids that are maintained separately from network ids. Therefore, your Virtual Campus id may not match your network id and password.

3) How do I register to use the Virtual Campus? If you are a new user to the Virtual Campus, you must register in order to receive a login id. Here are the steps to register:

a) Go to the Virtual Campus link: http://virtualcampus.gannett.gci/
b) You will be taken to the main login screen for the Virtual Campus.
c) Click on the “First Time User? Register Here” link.
d) Completely fill out the registration page and click on the submit button.
e) Your new Virtual Campus login id and a temporary password will be emailed to you.

4) I cannot remember my Virtual Campus login id and/or password. How can I reset it? Here are the steps to obtaining/resetting your password:

a) Go to the Virtual Campus link: http://virtualcampus.gannett.gci/
b) You will be taken to the main login screen for the Virtual Campus.
c) Click on the “Forgot your ID or Password?” link.
d) Enter your email address and click on the submit button. Your login id and a temporary password will be sent to you that you can change upon login.

Visit the Gannett Customer Service home page or contact Gannett IT Customer Service (703-854-3100) for questions or modifications to this notification distribution list. Use Service Desk Employee Self Service to search for knowledge and manage your open support tickets.


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