THEGUIDE TOPHONESUPPORTSURVIVAL           Matt Weaver           Web           Librarian
OR,…
Or,      EVERYTHING I NEED TO KNOW ABOUT      HANDLING     EREADER    SUPPORT      QUESTIONS, I LEARNED AT THE      MOVIES
“Pop quiz, hot shot!”You’re alone at the desk. A patron calls. He justbought an ereader. He wants to read a bookNOW. He ca...
“Pop quiz, hot shot!”What do you do?
“Pop quiz, hot shot!”What do youdo?!
“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   Noo...
Identify the hardware   If using a wireless device, do they have a    wireless network at home?       If         they ha...
PATRON’S COMFORT LEVEL
Is she comfortable withtechnology?
Or, is the technology a littleintimidating?
INDENTIFY THE SOFTWARE
Indentify the software   Computer operating system     Windows    (version?)     Mac   (version?)     Linux   (it coul...
Indentify the software   System requirements     Overdrive     Amazon     Adobe    Digital Editions     Device   manu...
Indentify the software   Have they installed:     Apps (tablets, smart phones)     Adobe Digital Editions (if applicabl...
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 ISTHE PATRON?
Have they gotten started?   Have they taken the ereader out of the box    yet?   Do they have a library card?   Have th...
Or, are they stuck?   Are they getting error messages on their    device/computer?   Are they confused about a particula...
HOW MUCH TIME DOYOU HAVE?
How much time do you have?   Are you alone?   How busy is the desk?   Can you effectively answer the question?   Do yo...
(The same goes for an in-personvisit)   Are you alone?   How busy is the desk?   Can you effectively answer the questio...
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     ...
But if…   the patron is determined to figure it out   you feel you have the time   the patron is capable of learning en...
Go for it!                      Be a superhero!(okay, technically not from themovies,but you get my point)
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WPPL Guide to Overdrive Phone Support Survival

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I used this stack to make a training video for troubleshooting ebook issues over the phone. It is undeniably goofy.

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WPPL Guide to Overdrive Phone Support Survival

  1. 1. THEGUIDE TOPHONESUPPORTSURVIVAL Matt Weaver Web Librarian
  2. 2. OR,…
  3. 3. Or, EVERYTHING I NEED TO KNOW ABOUT HANDLING EREADER SUPPORT QUESTIONS, I LEARNED AT THE MOVIES
  4. 4. “Pop quiz, hot shot!”You’re alone at the desk. A patron calls. He justbought an ereader. He wants to read a bookNOW. He can’t even open the box.
  5. 5. “Pop quiz, hot shot!”What do you do?
  6. 6. “Pop quiz, hot shot!”What do youdo?!
  7. 7. “Pop quiz, hot shot!” Keanu doesn’t know.
  8. 8. “Pop quiz, hot shot!” Keanu doesn’t know.White-knuckle grip on phone
  9. 9. “Pop quiz, hot shot!” Keanu doesn’t know. Flaming wreckage
  10. 10. IDENTIFY THE HARDWARE
  11. 11. Identify the hardware Device name:  Kindle  Nook  iOS device  Kobo
  12. 12. 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
  13. 13. 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
  14. 14. PATRON’S COMFORT LEVEL
  15. 15. Is she comfortable withtechnology?
  16. 16. Or, is the technology a littleintimidating?
  17. 17. INDENTIFY THE SOFTWARE
  18. 18. Indentify the software Computer operating system  Windows (version?)  Mac (version?)  Linux (it could happen)
  19. 19. Indentify the software System requirements  Overdrive  Amazon  Adobe Digital Editions  Device manufacturer
  20. 20. Indentify the software Have they installed:  Apps (tablets, smart phones)  Adobe Digital Editions (if applicable)  Software required by the device manufacturer
  21. 21. THE PATRON’S MOOD
  22. 22. Is the caller… frustrated (and kinda smug)?
  23. 23. Is the caller… just about to give up?
  24. 24. Is the caller… eerily determined?
  25. 25. HOW FAR ALONG ISTHE PATRON?
  26. 26. 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?
  27. 27. Or, are they stuck? Are they getting error messages on their device/computer? Are they confused about a particular step?
  28. 28. HOW MUCH TIME DOYOU HAVE?
  29. 29. 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?
  30. 30. (The same goes for an in-personvisit) 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?
  31. 31. If you have to, cut the red wire
  32. 32. Or was it the blue wire?
  33. 33. 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.
  34. 34. 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
  35. 35. Go for it! Be a superhero!(okay, technically not from themovies,but you get my point)

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