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

1. THE
GUIDE TO
PHONE
SUPPORT
SURVIVAL
Matt Weaver
Web
Librarian

2. OR,
…

3. Or,
EVERYTHING I NEED TO KNOW ABOUT
HANDLING EREADER SUPPORT
QUESTIONS, I LEARNED AT THE
MOVIES

4. “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.

5. “Pop quiz, hot shot!”
What do you do?

6. “Pop quiz, hot shot!”
What do you
do?!

7. “Pop quiz, hot shot!”
Keanu doesn’t know.

8. “Pop quiz, hot shot!”
Keanu doesn’t know.
White-knuckle grip on phone

9. “Pop quiz, hot shot!”
Keanu doesn’t know.
Flaming wreckage

10. IDENTIFY THE HARDWARE

11. Identify the hardware
 Device name:
 Kindle
 Nook
 iOS device
 Kobo

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. 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. PATRON’S COMFORT LEVEL

15. Is she comfortable with
technology?

16. Or, is the technology a little
intimidating?

17. INDENTIFY THE SOFTWARE

18. Indentify the software
 Computer operating system
 Windows (version?)
 Mac (version?)
 Linux (it could happen)

19. Indentify the software
 System requirements
 Overdrive
 Amazon
 Adobe Digital Editions
 Device manufacturer

20. Indentify the software
 Have they installed:
 Apps (tablets, smart phones)
 Adobe Digital Editions (if applicable)
 Software required by the device manufacturer

21. THE PATRON’S MOOD

22. Is the caller…
frustrated (and kinda smug)?

23. Is the caller…
just about to give up?

24. Is the caller…
eerily determined?

25. HOW FAR ALONG IS
THE PATRON?

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. Or, are they stuck?
 Are they getting error messages on their
device/computer?
 Are they confused about a particular step?

28. HOW MUCH TIME DO
YOU HAVE?

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. (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?

31. If you have to, cut the red wire

32. Or was it the blue wire?

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. 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. Go for it!
Be a superhero!
(okay, technically not from the
movies,
but you get my point)