THE GUIDE TO PHONE SUPPORT SURVIVAL Matt Weaver Web
May 21, 2015
THE
GUIDE TO
PHONE SUPPORT SURVIVAL
Matt WeaverWeb Librarian
OR, …
EVERYTHING I NEED TO KNOW ABOUT HANDLING EREADER SUPPORT QUESTIONS, I LEARNED AT THE MOVIES
Or,
“Pop quiz, hot shot!”
You’re alone at the desk. A patron calls. He just bought an ereader. He wants to read a book NOW. He can’t even open the box.
“Pop quiz, hot shot!”
What do you do?
“Pop quiz, hot shot!”
What do you do?!
“Pop quiz, hot shot!”Keanu doesn’t know.
“Pop quiz, hot shot!”Keanu doesn’t know.
White-knuckle grip on phone
“Pop quiz, hot shot!”Keanu doesn’t know.
Flaming wreckage
IDENTIFY THE HARDWARE
Identify the hardware
Device name: Kindle
Nook
iOS device
Kobo
Identify the hardware
Device model Kindle Fire, basic Kindle (the $79 model),
Kindle Touch
Simple Nook Touch, Nook Color, Nook Tablet
iPad 1, iPad 2, iPod Touch, iPhone
Kobo Vox, Kobo Touch, Kobo Wi-fi
Identify the hardware
If using a wireless device, do they have a wireless network at home?
If they have a Kindle 3G for instance, Kindle library ebooks will only download via wi-fi.
They will have to manually transfer ebooks via a USB cable
PATRON’S COMFORT LEVEL
Is she comfortable with technology?
Or, is the technology a little intimidating?
INDENTIFY THE SOFTWARE
Indentify the software
Computer operating system Windows (version?)
Mac (version?)
Linux (it could happen)
Indentify the software
System requirements Overdrive
Amazon
Adobe Digital Editions
Device manufacturer
Indentify the software
Have they installed: Apps (tablets, smart phones) Adobe Digital Editions (if applicable) Software required by the device
manufacturer
THE PATRON’S MOOD
Is the caller…
frustrated (and kinda smug)?
Is the caller…
just about to give up?
Is the caller…
eerily determined?
HOW FAR ALONG IS THE PATRON?
Have they gotten started?
Have they taken the ereader out of the box yet?
Do they have a library card?
Have they created the necessary accounts?
Or, are they stuck?
Are they getting error messages on their device/computer?
Are they confused about a particular step?
HOW MUCH TIME DO YOU HAVE?
How much time do you have? Are you alone?
How busy is the desk?
Can you effectively answer the question?
Do you think they need more help than you can give in a timely manner?
Do you need to do more research?
(The same goes for an in-person visit)
Are you alone?
How busy is the desk?
Can you effectively answer the question?
Do you think they need more help than you can give in a timely manner?
Do you need to do more research?
If you have to, cut the red wire
Or was it the blue wire?
What I mean is, end the call/visit (nicely).
Refer the patron to: Our device-specific classes on ereaders and
tablets Check the calendar and Downloadables
Support page
Our one-on-one appointments Check the calendar
Downloadables Support page
Offer to get back to them with an answer.
But if…
the patron is determined to figure it out
you feel you have the time
the patron is capable of learning enough to get going
Go for it!Be a
superhero!
(okay, technically not from the movies, but you get my point)