Serving Up
Downloads
Photo: Flickr user sucelloleiloes

Best practices in ereading customer service
Katy Dillman
Reference...
Why support digital downloads?
• Pew Research Center report on libraries and ebook
lending findings:
• Ebooks reading on t...
Why support digital downloads?
• Potential frustrations:
•
•
•
•

Limited title offerings
Device/format compatibility issu...
Why support digital downloads?
• eBooks new medium for accessing knowledge
• Libraries have responsibility/opportunity to ...
Whatever you do…
Digital Downloads @ Blackstone
• Three ways to download ebooks:
• Kindle way (Kindle books/PDF; wireless/USB transfer)
• D...
Digital Downloads @ Blackstone

Kindle way - OverDrive
 Checkout books online from digital catalog
 Automatically direct...
Digital Downloads @ Blackstone

Digital Editions way – OverDrive/Axis360





Checkout books online from digital catal...
Digital Downloads @ Blackstone

App way – OverDrive/Axis360





Download app
Set up account/library if needed
Browse/...
Digital Downloads @ Blackstone
- checkout online / read in app
 Create Library Access account & Zinio account
when prompt...
Digital Downloads @ Blackstone
• Digital download services available to our patrons:
•
•
•
•

Axis 360 – service from Bake...
Digital Downloads @ Blackstone
• We support patrons with:
• Customized handouts
• Unscheduled one-on-one help
• Special pr...
Digital Downloads @ Blackstone
• eBook Downloading Handouts
• Two-sided half-sheets, w/basic steps for downloading
• Inclu...
Digital Downloads @ Blackstone
• OverDrive just started offering how-to handouts
• Available from: http://partners.overdri...
Digital Downloads @ Blackstone
• eMagazine Downloading handouts
•

Two-sided half-sheets w/color, includes our website/lin...
Digital Downloads @ Blackstone
• One-On-One Help (Unscheduled)
• Try to answer questions as asked
• Can be time-consuming,...
Digital Downloads @ Blackstone
• Downloading Classes
• Classes for Kindle check-out/downloading
 Contracted with technolo...
Digital Downloads @ Blackstone
• Tech Tuesdays
•
•
•
•
•
•

scheduled one-on-one sessions
Started September 2013
Book 2-4 ...
Digital Downloads @ Blackstone
Digital Downloads @ Blackstone
Digital Downloads @ Blackstone
• App Tips ‗n‘ Tricks Open Forum
• Capped at 10 people
• Bring own devices or we provide iP...
Digital Downloads @ Blackstone
Digital Downloads @ Blackstone
• Circulating eReaders
• Started with 6 Nooks with adult titles, 6 Nooks with kid‘s titles
...
Digital Downloads @ Blackstone
• Circulating iPads
• 20 iPads purchased for kids use - online summer reading
• Now, open t...
Digital Downloads @ Blackstone
• Management of iPads
• Still working out process of checkin/restoring iPads

• Can use iTu...
Digital Downloads @ Blackstone
• Staff Training is key
• Must be comfortable/familiar with check-out/download process
• Ge...
Digital Downloads @ Blackstone
• Need to own newer/latest devices?
• Ebook formats: Kindle & EPUB are main, can do PDF or ...
Other Considerations
• Frustrations with digital book availability/process
• Some books USB-transfer only or not available...
Other Considerations
• Promoting service/downloads
• Most people don‘t know libraries lend digital books
• Promote:



...
Other Considerations
How about TV?
Blog about ad: http://goodereader.com/blog/e-book-news/the-first-ebooktelevision-commer...
Digital Books in Connecticut
Henry Carter Hull Library, Clinton
Library Website
Digital Books in Connecticut
Library Email Newsletter

Guilford Free Library
Digital Books in Connecticut
Library Email Newsletter

EC Scranton Library, Madison

Senior Center Newsletter
Digital Books in Connecticut
Darien Library

Library Website
Service around Connecticut
Handouts
(in person,
online)

Francie Berger, Reference Librarian, Hall Memorial Library, Ellin...
Service Around the Nation
Main Concerns:
• Teaching patrons
 US libraries offering similar services to CT

• Staff traini...
Staff: Know What You Need to Know
Twinsburg Public Library (TPL), Ohio, created a Core
Competencies list.
• Two levels of ...
Staff: Know What You Need to Know
Suggested Core Competencies – Should Know:
• Know main devices available & compatible wi...
Staff: Know What You Need to Know
Suggested Core Competencies – Helpful-but-notnecessary-to-know
• Know how to uninstall s...
Hands-On Experience for Staff
Douglas County Libraries (DCL) in Colorado and La Crosse Public Library
in Wisconsin develop...
Hands-On Experience for Staff
La Crosse Public Library provides ereaders (Nooks or Kindles) to staff
on an extended loan.
...
Things to Do
• Know what you need to know
• Get staffers hands-on with devices
• Purchase some basic devices
• Routinely c...
Collaborate & Share
• Created website to share documents, handouts, program ideas, etc.
• Email me to share ideas, files, ...
Serving Up
Downloads
Katy Dillman
Reference and Information
Services Librarian
James Blackstone
Memorial Library
Branford,...
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Ereader presentation nov 2013 li

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Ereader presentation nov 2013 li

  1. 1. Serving Up Downloads Photo: Flickr user sucelloleiloes Best practices in ereading customer service Katy Dillman Reference and Information Services Librarian, James Blackstone Memorial Library kldillman@gmail.com | referencingkaty.com
  2. 2. Why support digital downloads? • Pew Research Center report on libraries and ebook lending findings: • Ebooks reading on the rise – 16% in 2011 to 23% in 2012 • 40% of Americans have tablet/ereader; 50% have smartphones • Public libraries offering ebook lending: from 38% to 76% in last 5 years • Growing awareness of ebook lending, but most people/patrons still don‘t know about it  Of those who have borrowed ebooks, 46% likely borrow ereader with books on it; 32% likely take downloading class Libraries have a huge opportunity to attract new patrons to this and other services and show how we continue to add value to their lives. We provide computer help, and we view e-readers/tablets as an extension of that help. — Judy Sparzo, Reference Associate , Fairfield Public Library, Fairfield
  3. 3. Why support digital downloads? • Potential frustrations: • • • • Limited title offerings Device/format compatibility issues Book wanted is not available/waiting list for ebook Navigating steps to checkout/download can be tricky • Expectations can be managed — talk to patrons • eBook lending is still new and improving all the time • Libraries and groups working with publishers to increase access • Don‘t be afraid to tap the screen/click a button
  4. 4. Why support digital downloads? • eBooks new medium for accessing knowledge • Libraries have responsibility/opportunity to provide access  Includes helping patrons navigate process • Patrons have different levels of tech knowledge: still need librarians! • Advocacy and access • Navigating downloads • Hands-on experience with new technology On ebook downloading help: • • • • • I view it as an extension of reference service. It’s an opportunity to bridge an information gap in the community. People LOVE it. It’s one of the most appreciated, referred, and in-demand services we offer. It shows that the library is current, relevant, and responsive to changing technology. It helps e-book circulation. Ultimately I think it is our responsibility to be aware of and respond to the information needs of our communities as a whole. We provide e-reader training because it’s information that our community needs right now. —Rebecca Harlow, Head of Reference and Adult Services, Case Memorial Library, Orange
  5. 5. Whatever you do…
  6. 6. Digital Downloads @ Blackstone • Three ways to download ebooks: • Kindle way (Kindle books/PDF; wireless/USB transfer) • Digital Editions way (EPUB/PDF, USB transfer) • App way (EPUB books; wireless transfer)  iPad, Android tablets, Kindle Fire, Nook Color, smartphones
  7. 7. Digital Downloads @ Blackstone Kindle way - OverDrive  Checkout books online from digital catalog  Automatically directs to Amazon.com to complete checkout  Books delivered wirelessly – mostly USB transfer required for older Kindles, some publisher-restriced titles •
  8. 8. Digital Downloads @ Blackstone Digital Editions way – OverDrive/Axis360     Checkout books online from digital catalog Download file to computer Open Digital Editions Drag and drop onto device
  9. 9. Digital Downloads @ Blackstone App way – OverDrive/Axis360     Download app Set up account/library if needed Browse/search for book Checkout/download & read
  10. 10. Digital Downloads @ Blackstone - checkout online / read in app  Create Library Access account & Zinio account when prompted  Browse/search to checkout magazines  Read in browser or download Zinio app to read
  11. 11. Digital Downloads @ Blackstone • Digital download services available to our patrons: • • • • Axis 360 – service from Baker & Taylor OneClickDigital - audiobooks through iconn.org Overdrive Digital Media - audiobook/ebook lending Zinio – digital magazines, never expire/unlimited checkouts
  12. 12. Digital Downloads @ Blackstone • We support patrons with: • Customized handouts • Unscheduled one-on-one help • Special programs to help with tech  Classes on downloading  ―Tech Tuesdays‖ – scheduled 30 minute sessions  App Tips ‗n Tricks forum • Devices for staff training/use • Circulate eReaders & iPads
  13. 13. Digital Downloads @ Blackstone • eBook Downloading Handouts • Two-sided half-sheets, w/basic steps for downloading • Includes our website, email, & phone number • Made for Nook, Kindle ereaders & tablets, iPads/iphones
  14. 14. Digital Downloads @ Blackstone • OverDrive just started offering how-to handouts • Available from: http://partners.overdrive.com/  Click Learning Center  Resources  Printable Getting Started Guides  Marketing & Outreach resources, too
  15. 15. Digital Downloads @ Blackstone • eMagazine Downloading handouts • Two-sided half-sheets w/color, includes our website/link to download
  16. 16. Digital Downloads @ Blackstone • One-On-One Help (Unscheduled) • Try to answer questions as asked • Can be time-consuming, but still part of Reference services • Walk person through steps, check book out to our Reference card while they watch, answer questions as they come up • Can‘t always answer a question  Device issue  User/home computer error  Patron responsible for learning device; Library staff responsible for learning check-out/downloading process We put our monitors on a lazy susan stand so patrons can see the screen - $20 from Amazon.com
  17. 17. Digital Downloads @ Blackstone • Downloading Classes • Classes for Kindle check-out/downloading  Contracted with technology instructor to offer Kindle class • Classes for app-based devices (iPad, Kindle Fire, smartphones)  Held by on-staff librarian, gave out more detailed help sheet  Lasted 90 minutes, much time spent retrieving/resetting passwords • • Pros: able to take multiple people through checkout process in one shot; answer Q‘s they didn‘t know they had Cons: people move at different paces, levels of help needed vary, difficult to research answer in front of group
  18. 18. Digital Downloads @ Blackstone • Tech Tuesdays • • • • • • scheduled one-on-one sessions Started September 2013 Book 2-4 appointments/week 30 minutes each Mobile computer wheeled into study room Sessions on downloading books, ipads, email, loading pictures onto laptop, help with Microsoft Surface/Windows 8, etc.
  19. 19. Digital Downloads @ Blackstone
  20. 20. Digital Downloads @ Blackstone
  21. 21. Digital Downloads @ Blackstone • App Tips ‗n‘ Tricks Open Forum • Capped at 10 people • Bring own devices or we provide iPads to play with • Loose agenda – discuss issues patrons had, review settings, talk about popular apps and how to find/download apps • Continuing as monthly group
  22. 22. Digital Downloads @ Blackstone
  23. 23. Digital Downloads @ Blackstone • Circulating eReaders • Started with 6 Nooks with adult titles, 6 Nooks with kid‘s titles • Kept 2 Nooks for adults, rest to Children‘s (summer reading) • Added 2 Kindle Touch, 2 Nook Touch  5 new, fiction/nonfiction books on each • Circ for week  usually give more time • With power cord  Don‘t worry about always recharging • Check-out/return devices at Ref • Future of circulating ereaders?
  24. 24. Digital Downloads @ Blackstone • Circulating iPads • 20 iPads purchased for kids use - online summer reading • Now, open to anyone to checkout in-house & for programs • Sign agreement, borrow for the day, return to desk • Store iPads in Bretford PowerSync Cart for iPad • Holds up to 30 iPads, charges them, allows for management, must have Macbook for use
  25. 25. Digital Downloads @ Blackstone • Management of iPads • Still working out process of checkin/restoring iPads • Can use iTunes for 5 iPads/time  Create master backup, restore iPads from backup, one at time • Apple Configurator  Used by many schools/libraries for mass deployment/management of iPads (only way to use Volume Purchasing Program)  Not easy to use. Not easy at all. Call Apple, get trained. • Meraki, Macprofessionals, etc  Other options for management
  26. 26. Digital Downloads @ Blackstone • Staff Training is key • Must be comfortable/familiar with check-out/download process • Get staff hands-on with devices, encourage use (checkout/download) • Kept in our Reference office:  iPad (1st gen & iPad 4)  Kindle Fire & Touch  Nook Color & Touch • Staff encouraged to borrow/handle devices, check-out books, get familiar with devices/processes
  27. 27. Digital Downloads @ Blackstone • Need to own newer/latest devices? • Ebook formats: Kindle & EPUB are main, can do PDF or in browser • Three ways to download ebooks: • Kindle way (Kindle books/PDF; wireless/USB transfer) • Digital Editions way (EPUB/PDF, USB transfer) • App way (EPUB books; wireless transfer)  iPad, Android tablets, Kindle Fire, Nook Color, smartphones • If familiar with these downloading processes, do not necessarily need latest devices • Will depend on how knowledgeable/in-depth you want to be about specific device
  28. 28. Other Considerations • Frustrations with digital book availability/process • Some books USB-transfer only or not available at all • OK to share that we‘re in struggle with publishers  License restrictions and/or cost-prohibitive prices  Make patrons your ally  Stay generally aware of news/trends, read ebook articles  Attend meetings re: digital media – fight for your patrons!
  29. 29. Other Considerations • Promoting service/downloads • Most people don‘t know libraries lend digital books • Promote:     Links & pictures on website, Facebook, Twitter Write-up in blog, local papers, email newsletter Flyers & signs – in library or local businesses In-catalog & in-person Arapahoe Library District (CO) Facebook Post
  30. 30. Other Considerations How about TV? Blog about ad: http://goodereader.com/blog/e-book-news/the-first-ebooktelevision-commercial-increases-circulation-for-one-library/ TV Ad link: http://vimeo.com/55612963
  31. 31. Digital Books in Connecticut Henry Carter Hull Library, Clinton Library Website
  32. 32. Digital Books in Connecticut Library Email Newsletter Guilford Free Library
  33. 33. Digital Books in Connecticut Library Email Newsletter EC Scranton Library, Madison Senior Center Newsletter
  34. 34. Digital Books in Connecticut Darien Library Library Website
  35. 35. Service around Connecticut Handouts (in person, online) Francie Berger, Reference Librarian, Hall Memorial Library, Ellington CT Since Kindle and Nook are most common, we've developed handouts on basic operations as well as ebook downloads from Overdrive. When patrons come in we give them the appropriate handouts and then do a quick demo on Overdrive. As for other devices, I try to find youtube videos that they can watch on their own. Demos (on screen, videos) One-on-one (drop-in, appointmentbased) Louise LeClaire, Tech Svcs, Cheshire Public Library, Cheshire We provide "cheat sheets" …as hard copies in the library and also online through our website. These are the first things we give people when they have ereader questions, and is often all the help they need. If more extensive help is needed, we offer e-Reader Help Desk sessions a couple of times a month where patrons can sign up for an hour of 1-on-1 help with a staff member. We try to keep the focus on how to use the device to download library books, but there are always general questions about the devices themselves. Rebecca Harlow, Head of Reference and Adult Services, Case Memorial Library, Orange Offers ereader/Overdrive training by appointment, as well as custom handouts covering downloading/holds/returns. ―I think no matter what type of help you offer it’s important to establish limits on what you will provide and reevaluate your services periodically.‖
  36. 36. Service Around the Nation Main Concerns: • Teaching patrons  US libraries offering similar services to CT • Staff training  Libraries have highlighted 2 key points for staff: • Know what you need to know • Get hands-on with devices
  37. 37. Staff: Know What You Need to Know Twinsburg Public Library (TPL), Ohio, created a Core Competencies list. • Two levels of competencies, including devicespecific troubleshooting • List will vary depending on library size/staff & patron needs • Created suggested Core Compentencies list based on TPL list - Use these as a guide to ―know what you need to know.‖ http://libraryrenewal.org/2011/11/08/helping-staff-help-themselves-ereaders-and-training/
  38. 38. Staff: Know What You Need to Know Suggested Core Competencies – Should Know: • Know main devices available & compatible with digital books. • Know the difference between tablets & e-readers. • Know the difference between Wi-Fi and 3G. • Know what an ―app‖ is and how to download one on the tablet vs. the computer. • Know basic FAQs: why there are waiting lists, how to explain publisher licensing. • Know how to check out an item, return an item early, download software associated with digital books, and how to transfer a file. • Know the basic difference between file types.
  39. 39. Staff: Know What You Need to Know Suggested Core Competencies – Helpful-but-notnecessary-to-know • Know how to uninstall software and reset devices. • Know how to purchase books online on each device and how the process compares to the checkout process for OverDrive.
  40. 40. Hands-On Experience for Staff Douglas County Libraries (DCL) in Colorado and La Crosse Public Library in Wisconsin developed programs to get their staffers hands-on experience with ereaders/tablets. They feel the best way to train staff is with hands-on experience. • DCL‘s Foundation provided staff members with $50 toward the purchase of one of six preselected ereaders or tablets. Rebate counted as compensation, employees received the full amount after taxes. • 104 employees took part. • Director Jamie LaRue wrote, ―It was cheap, effective, and quick. It moved the whole staff rapidly forward in tech savvy.‖ http://libraryrenewal.org/2011/11/08/helping-staff-help-themselves-ereaders-and-training/
  41. 41. Hands-On Experience for Staff La Crosse Public Library provides ereaders (Nooks or Kindles) to staff on an extended loan. • The devices remain the property of the library – for duration of employment, staff members can take device home for personal use (with the expectation that they will use Overdrive). • Expected to share the skills that they have gained by using device in some capacity with the library. • Along with the loan of the device, they get an annual stipend of $50 to spend on ebooks. …ebook/ereader training [for staff] ―tends to be expensive and slippery. It costs a lot – in equipment, presenter time, or staff time – to give a solid introduction to all the issues, and unless a staff member USES that particular device, it all fades away fast.‖ —DCL Director Jamie LaRue http://libraryrenewal.org/2011/11/08/helping-staff-help-themselves-ereaders-and-training/
  42. 42. Things to Do • Know what you need to know • Get staffers hands-on with devices • Purchase some basic devices • Routinely check out digital books • Offer training • Classes: Overdrive App & Dedicated eReader (Digital Editions-based and/or Kindle-based) • One-on-one: drop-in or sign-up • Offer hand-outs • Personalize with library info • Specific enough to be helpful, general enough to be relevant • Available in library, online • Use web, Facebook, Twitter, blogs to remind people about • digital offerings from library, start conversation about downloading Make it as easy as possible to checkout digital media!
  43. 43. Collaborate & Share • Created website to share documents, handouts, program ideas, etc. • Email me to share ideas, files, etc. Let‘s build a great support site together! http://digitalhelp.weebly.com/
  44. 44. Serving Up Downloads Katy Dillman Reference and Information Services Librarian James Blackstone Memorial Library Branford, CT Photo: Flickr user sucelloleiloes kldillman@gmail.com referencingkaty.com @referencingkaty
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