Psi is the instant-messaging program Copytalk employees use to contact management regarding work-related questions and requests, all while the scribe/QA is logged in at their station. Below are some helpful tips on how to use this program and who to contact.

Index

• Getting Started
  • Opening and Using Psi Instant Messenger
• Psi Etiquette
• Who To Contact

Getting Started

Find the Psi shortcut on the desktop:

If nothing happens, try looking in the taskbar for the gold star icon. You may need to right-click and select “Unhide.”

Find the account labeled “Default.”

Right-click, then hover over “Status” and click “Online.”

Opening and Using Psi Instant Messenger

When first logging in, the following dialog box will appear. Choose “Trust this certificate.”

When receiving an IM, you’ll hear a “ding” followed by the normal gold star icon in the taskbar showing an envelope or speech bubble over top of it.

To open an IM, double click on this speech bubble, or click on the “event received” box near the bottom of the Psi window or double click on the person’s name with the icon next to it.

To send an IM, double click the name of the Operations Supervisor or Operations Manager you are messaging, and an IM box will pop up.

ATTENTION: Do not change profile name in Psi to your own. Do not modify any sound/notification settings. Do not delete the Default Psi profile.

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Psi Etiquette

Whenever contacting someone via Psi it is important to follow proper Psi etiquette. The person you are contacting, anywhere from Shift Lead to OM, may be busy with other tasks. By following proper Psi etiquette you'll make things easier for them and, in turn, yourself. This includes...

• Stating your name
• Clearly stating your question
• Giving any pertinent info regarding the job you're processing or tech issue you're dealing with

Observe the examples below:

• DO:

This is John Doe. I'm processing a basic caption job that's due tomorrow, 0.37 long. It seems to be some type of golf video. Ist here an RS for it?
Hey! Looks like it needs the Golf Channel RS.

• DON'T:

hey
I've got a job I'm having trouble with
can't tell if there's an RS or not
can you help me?
Who is this?
John Doe
When is it due?
Tomorrow
Looks like it needs the Golf Channel RS

Note how in the first example all of the pertinent info was given in the same message, whereas the second example had messages coming in one right after the other and still lacked important information

Remember, the more info you're able to give up front, the quicker you will receive an answer to your question. It is much easier for someone to answer a single message that has all pertinent info included than it is for the two of you to go back and forth, getting bits and pieces of information with each new message.

Additionally, please remember to be professional and appropriate when using Psi. While you are not required to be extra formal, venting about the quality of a job is not constructive and is not an appropriate use of the instant messaging system we have here at Copytalk.

By following the guidelines above, you can help ensure you get the best experience on Custom and with Psi.

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Who To Contact

Now that you know how to use Psi, it's important to also know who to contact. There are many names available to you, but that doesn't mean you should just randomly choose who to send a message to. To help you choose the best person to contact, we've created the following guide.

First, it is important to know that there are three main categories of people available for Custom-related questions:

1. Custom Operations and Pay - ATH OM John Lubeski
2. Custom Operations - SRQ/TLH OM Kyle Wilson
3. Custom Shift Leads
   1. Chris Chaires
   2. Dylan Mobley

Separate from these categories is Tech Support

1. Software Developer Manager - Amonte Andrews
2. IT Intern - Phil Sellick

Processing:
Any questions that directly relate to Custom processing standards or punctuation standards can be directed to any available CSL This includes how to format something, sentence structure, how to label speakers, etc.

Reference Sheets:
Depending on the nature of your question, you will either direct it to a CSL or to the Custom OS.

• If you are unsure what a reference sheet means, message a CSL. They can help give info on what certain instructions mean and how to format things, according to the RS.
• If you are unsure which RS to use for a particular job (i.e. you are unable to locate a job-specific RS), contact a CSL.

Job Allocation:

• If you are seeing a job in the queue that you’re unable to complete before the due date, DO NOT DOCK IT. Contact a CSL to see how you should proceed.
• If you are seeing “No Work Available”, contact a CSL to see how you should proceed.

Tech Issues:

• If you are experiencing in-office technical issues in Video Formalizer, contact a CSL. If unavailable, contact a Custom OM.
• If working remote and experiencing technical issues, contact tech support. If unavailable, contact a CSL. If unavailable, then contact Custom OM.
• While CSLs may have experience dealing with technical issues of their own, they should be your last point of contact if you are experiencing a tech issue.

Other:
If you have a question that doesn’t fit neatly into one of the above categories, always begin with a CSL. If they don’t have an answer for you, they will be able to direct you to the appropriate person to ensure everything is taken care of. Remember to always work your way up the chart shown above. When in doubt, contact a CSL and go from there.

ATTENTION: Any questions related to scheduling, broken equipment, or anything specific to your office should always be directed to a member of your office's Operations team, even if they are not one of the names listed above.

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