WPPL Guide to Overdrive Phone Support Survival

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)