Patron Assistance: Become an OverDrive Specialist.

Transcription

1 v v v OverDrive, Inc Page 1 1 Patron Assistance: Become an OverDrive Specialist. We'll help take your understanding of your OverDrive service to the next level so you can share your knowledge through support and training. We'll review frequently asked questions, support tips, and online help resources. Contact: training@overdrive.com

2 Agenda 1. The OverDrive Specialist What is an OverDrive specialist? Super user checklist. Trainer's toolkit. Outreach philosophy. 2. Patron Assistance Scenarios Introduction. Mobile options. Basic troubleshooting. Formats. OverDrive Support. 3. Staff resources 4. Appendix v OverDrive, Inc Page 2

3 About your OverDrive service Browse Check Out Download What's included? A customized 'Virtual Branch' website. A collection of digital titles selected by your library / consortium. How does it work? Browse, check out, and download using a library card anytime, anywhere! Download to a Windows or Mac computer and popular mobile devices. Transfer to devices like the Apple ipod and Sony Reader. Plus, ebooks for Kindle now available! For U.S. library partners Accessibility features included for the visually impaired. What assistance is available? Expert training, collection assistance, and promotional assistance are included. Real-time reports track circulation online. OverDrive Support: support@libraryreserve.com. v OverDrive, Inc Page 3

4 The OverDrive Specialist v v v OverDrive, Inc Page 4 4

5 What is an OverDrive specialist? Super User Comprehensive knowledge of your OverDrive Download Service. Trainer Can explain and demonstrate how to browse, check out, download, and enjoy titles from your library's Virtual Branch website. Cheerleader Show enthusiasm for the service, and encourage others to try it. v OverDrive, Inc Page 5

6 Super user checklist c Software c Formats q Audiobooks q Music q Video q ebooks c c c c c Browse, Check Out, Download Place a Hold / Retrieve a Hold Transfer / Burn Portable Devices Support Resources v OverDrive, Inc Page 6

7 Trainer's toolkit Here's what you'll need 1. Computer / laptop. Free software installed. Internet connection. Patron Training Template. easy to customize for your library 2. Portable device(s): For hands-on practice. Go to to download OverDrive's Patron Training Template. v OverDrive, Inc Page 7

8 Outreach philosophy Remember these key points 1. Keep it simple. Easy to understand language. 2. Engage person to person. Hands-on is best. 3. Be enthusiastic. Encourage! 4. You don't have to know everything. Contact us: v OverDrive, Inc Page 8

9 v v v OverDrive, Inc Page 9 9 How do I use the OverDrive service? What accessibility features are available? Tell me more about mobile options. Patron Assistance Scenarios

10 Chris. Just found out about downloads from the library. 'How do I use the OverDrive service?' v OverDrive, Inc Page 10

11 How can I find my library's Virtual Branch website? Look for a link on the library's home page. Go directly to the Virtual Branch website. Suggestion: Offer a promotional item with the address. From a mobile device: Search for a library using the 'Get Books' feature within OverDrive Media Console. Browse for downloadable titles in the library's online catalog. If the library / consortium has purchased MARC records for the OverDrive collection. v OverDrive, Inc Page 11

12 Here's what you need Computer or mobile device Internet connection Library card Free software v OverDrive, Inc Page 12

13 Help resources Self-service My Help: Customized help based on a user's computer or device. Help Link: Frequently Asked Questions. Guided Tour: Self-paced guides. How to browse, check out, and download. Quick Start Guide: Get started in three easy steps. In-App Help: Short tutorials appear the first time the app is opened and the first time a title is opened. More in-depth help articles are also available. Support Assistance User Support: A link is located on the main Help Page. Library Staff Support: support@libraryreserve.com. Please do not share with users. DEMONSTRATION Browse, check out, download How to install free software Help resources v OverDrive, Inc Page 13

14 Kelly. Travels extensively. 'Tell me more about mobile options.' v OverDrive, Inc Page 14

15 Direct downloads to mobile devices with OverDrive s app Available on Android iphone / ipad / ipod touch BlackBerry Windows Phone 7 Get the app from Any OverDrive-powered site Apple App Store sm Android Market Mobihand / AppWorld Windows Marketplace Watch our Mobile Update presentation for more information about mobile devices v OverDrive, Inc Page 15

16 How do I download titles to a mobile device? v OverDrive, Inc Page 16

17 Deliver titles to Kindle devices and Kindle reading apps Get for Kindle takes you to Amazon s website. 1. Log into (or create) your Amazon account. 2. Download a free Kindle app, or register your Kindle device. 3. Select destination to deliver the title. v OverDrive, Inc Page 17

18 Transfer to an Apple device On a Windows computer via OverDrive Media Console Transfer WMA with publisher permission. On a Mac computer via OverDrive Media Console Transfer 1. Install OverDrive Media Console. Windows: v3.2 (or newer). Mac : v1.0 (or newer). 2. Install itunes v9.1 (or newer). 3. In itunes Enable 'Manually manage music'. See Appendix Item 1 Set 'AAC Import Settings'. See Appendix Item 2 4. Browse, check out, and download titles. 5. Transfer to an Apple device. Use OverDrive Media Console's Transfer Wizard. DEMONSTRATION Transfer to an ipod v OverDrive, Inc Page 18

19 Transfer a video Check out a video and choose between: Standard: View on your computer. Mobile: Transfer to mobile device. v OverDrive, Inc Page 19

20 ebook readers Transfer ebooks to an ebook reader. 1. Download ebooks to Adobe Digital Editions. 2. Drag and drop to transfer. DEMONSTRATION Transfer to a Sony Reader Note: The Sony Reader requires the Reader Library software to be installed. v OverDrive, Inc Page 20

21 User's device not recognized I have a compatible device, but it's not recognized when I connect it to my computer. The user may need to install software for the device on their computer or complete a firmware upgrade for the device. Direct the user to the manufacturer's website. Adobe Digital Editions: A connected ebook reader should display as a Bookshelf. OverDrive Media Console: The Transfer Wizard displays an alert if your device is not found. v OverDrive, Inc Page 21

22 Robert. Provides support assistance. 'What are some basic issues we can help with?' v OverDrive, Inc Page 22

23 Windows Media Player Security Upgrade What is the Windows Media Player Security Upgrade? Windows Computers: Firsttime users of OverDrive Media Console will be prompted to complete a one-time security upgrade for Windows Media Player. Follow the prompts to complete the upgrade. v OverDrive, Inc Page 23

24 Windows Media Player Security Upgrade I tried to complete the Windows Media Player Security Upgrade and nothing happened. A pop-up blocker may be blocking the 'License Acquisition' box. Temporarily disable the pop-up blocker to allow the box to display. Ensure that Windows Media Player is permitted to access the Internet through any firewalls or Internet security software. If the above steps do not help, open Internet Explorer and go to Select 'Upgrade' to run the upgrade. v OverDrive, Inc Page 24

25 DRM error messages (OMC) Why have I received an error when using OverDrive Media Console? Example: 'Error 0x : The parameter is incorrect' Corruption in one of the Windows Media Player DRM (Digital Rights Management) components could cause this error. Ask the user to complete the Windows Media Player Security Upgrade again. If the Security Upgrade fails, forward the issue to OverDrive's Support Team. We will send instructions to reset the DRM folder. v OverDrive, Inc Page 25

26 .ODM files Instead of the audiobook I expected, I downloaded a file with the extension 'ODM'. Where is the audiobook? The download of an ODM file is part of the download process for audiobooks, music, and video. However, the ODM file should automatically prompt OverDrive Media Console to open. Confirm the user has installed OverDrive Media Console. If OverDrive Media Console is already installed, then the user may need to adjust their computer's file associations. See Appendix Items 3A 3C. v OverDrive, Inc Page 26

27 Adobe Activation I was prompted to activate my computer and / or device. What should I do? Authorize the computer or device with an Adobe ID. If you do not have an Adobe ID: 1. Create one on Adobe.com. 2. Return to the software and authorize the computer or device with the new ID. Authorizing with an Adobe ID allows a user to download to their computer(s) or mobile device(s) and transfer to ebook reader(s) when registered with the same Adobe ID. v OverDrive, Inc Page 27

28 Adobe license error I got an error when I downloaded my ebook. Error: 'E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER' The user did not properly authorize all computers or devices with one Adobe ID. Please report this error to the OverDrive Support Team. Include the title and the user's library card number. The OverDrive Support Team can then clear the transaction data from the user's initial download. The user will be instructed to authorize their computer or device correctly. They will then be able to download the title to their computer(s) or device(s). Errors from OverDrive Media Console for iphone Error in Adobe Digital Editions v OverDrive, Inc Page 28

29 .ACSM files Instead of the ebook I expected, I downloaded a file with the extension 'ACSM'. Where is the ebook? The download of an ACSM file is part of the download process for ebooks. However, the file should automatically prompt Adobe Digital Editions or OverDrive Media Console to open. Confirm the user has installed the appropriate software for their computer or device. If the software is already installed: 1. On an Android device, select the ACSM file to open OverDrive Media Console and complete the download. 2. On a computer, adjust the computer's file associations. See Appendix Items 4A 4C. v OverDrive, Inc Page 29

30 Download limits / reactivation I encountered a download error on the Virtual Branch website. If the user is still within the lending period, then they have probably maxed out the allowed number of downloads. 1. OverDrive Audio Titles: 3 downloads of the license. 2. OverDrive Video: 2 downloads of the license. A license for a checked out title is downloaded when a user clicks the 'download' button. Have the user send their library card and the title to the support address on the main Help Page. v OverDrive, Inc Page 30

31 Download limits / reactivation The library's support team can reactivate a download link. 1. Login to Content Reserve. 2. Go to Reports Tab > Search Checkouts. 3. Enter the library card number. The 'Checkout Details' page appears. 4. Click 'View' next to the title to reactivate. 5. Under 'Reactivate Checkout', click 'Reactivate'. v OverDrive, Inc Page 31

32 Retrieving a title on hold I received an notification that my title on hold is available, but I can't find it. The user may have logged in with a different library card than the one they used to place the hold. The user may not have retrieved the title during the hold period set by the library or consortium. The user may have added the title to their cart, and failed to check out in the allotted time period. When this happens, the title is removed from the cart and the hold is canceled. v OverDrive, Inc Page 32

33 Seth. He has X computer and Y device. 'What formats can I enjoy?' v OverDrive, Inc Page 33

34 OverDrive Media Console format errors I tried to download a title to OverDrive Media Console and received an error. The message indicates the format is not supported. Remember, format support varies by platform. Windows / Mac / Android / BlackBerry / iphone & ipad / Windows Mobile. iphone Mac Computer Attempting to download WMA Attempting to download PDF v OverDrive, Inc Page 34

35 Mobile devices: What formats can I enjoy? OverDrive s Mobile app Android iphone / ipad / ipod touch BlackBerry Windows Phone 7 v OverDrive, Inc Page 35

36 Kindle: What formats can I enjoy? Kindle devices and free Kindle reading apps Kindle Books. v OverDrive, Inc Page 36

37 Windows: What formats can I enjoy? OverDrive Media Console Adobe Digital Editions Kindle for PC Download to Windows. Transfer to Apple devices. Transfer to MP3 players. Download to Windows. Transfer to ebook readers. Deliver to Kindle for PC. v OverDrive, Inc Page 37

38 Mac: What formats can I enjoy? OverDrive Media Console Adobe Digital Editions Kindle for Mac Download to Mac. Transfer to Apple devices. Download to Mac. Transfer to ebook readers. Deliver to Kindle for Mac. v OverDrive, Inc Page 38

39 Elizabeth. Provides outreach for the visually impaired. 'What accessibility features are available?' v OverDrive, Inc Page 39

40 Create an instant large print ebook EPUB ebooks feature reflowable text. Resize the text, and it automatically wraps itself within the available space. Optimized for ebook readers. v OverDrive, Inc Page 40

41 Accessibility features in OverDrive Media Console Accessibility is built-in to OverDrive Media Console. Navigate using keyboard shortcuts. Compatible with popular screen readers. OverDrive Media Console - Windows Download Parts: Ctrl+D Play: Ctrl+P Transfer: Ctrl+T Burn: Ctrl+B OverDrive Media Console - Mac Download Parts: Command-D Play: Command-P Transfer: Command-T Burn: Command-B DEMONSTRATION OverDrive Media Console's Accessibility Guide with text-only instructions and shortcut key information: v OverDrive, Inc Page 41

42 Robert. Provides support assistance. 'What information is important to send to the support team?' v OverDrive, Inc Page 42

43 Contacting OverDrive Support Key information to include when contacting OverDrive's Support Team: Steps to reproduce the problem (in as much detail as possible). Exact text of any error message (screen shots are helpful). See Appendix Item 5 URLs of any error pages. Library card number. Titles of problem downloads. Applicable software version (this information can typically be found under Help > About). Operating system (Mac OS , Windows 7, Windows Vista, Windows XP, etc.). Internet browser and version (Internet Explorer 8.0, Firefox 3.0, etc. In most browsers, find this under Help > About). If applicable, device type and operating system. Amazon will provide technical support for Kindle Book related issues. v OverDrive, Inc Page 43

44 Staff resources v v v OverDrive, Inc Page 44 44

45 OverDrive Central: Online Learning Center OverDrive Central is divided into four areas View Now: Need training right away? View our core courses at your convenience plus pause, stop and fast forward to suit your learning style. Register: Register here for live courses hosted by our Training team. These sessions focus on hot topics, and are open to staff members from OverDrive partners. Resources: Spread the word about your OverDrive service through free promotional and educational materials. Networking: Have questions, comments, or feedback? Connect with us and other partners through Facebook, Twitter, and our blog. v OverDrive, Inc Page 45

46 Marketing resources OverDrive's Partner Services can assist with your promotional efforts. Business cards. Bookmarks. Brochures. Posters. Press releases. Web link for your home page and catalog.... and more! Visit our online marketing kit or contact us for more information: v OverDrive, Inc Page 46

47 Try this c c c c c Browse, check out, download. Transfer an audiobook to an ipod. Transfer an ebook to an ebook reader. Check out OverDrive's Accessibility Guide. Watch Mobile Update. v OverDrive, Inc Page 47

48 Contact us Collection Development: Training: Library Partner Services: Support: Support for library staff. Please do not share this with users. Users should contact support via the link on the main Help Page of your library's Virtual Branch Website. Plus, connect with us! v OverDrive, Inc Page 48

49 Patron Assistance Appendix v v v OverDrive, Inc Page 49 49

50 1. How do I set my ipod to 'Manually Manage Music '? 1. Connect your Apple device to your computer. 2. Open itunes. 3. In itunes, locate the device in the left vertical navigation panel (under heading 'DEVICES'), and click the device. 4. The 'Summary' screen is displayed. 5. If it is not already checked, place a checkmark next to the option 'Manually manage music...'. 6. Click the 'Apply' button. 7. The itunes 'Summary' screen refreshes, and the changes are saved. 8. If desired, close itunes. Note: For users with an ipod shuffle, the setting that needs to be selected is 'Enable Disk Use', rather than 'Manually manage music...'. This setting can be found on the 'Summary' screen of itunes. v OverDrive, Inc Page 50

51 2. How do I set up the 'AAC Import Settings' in itunes? 1. In itunes, go to Edit > Preferences 2. The itunes Preferences dialog box is displayed. 3. Click the 'Import Settings ' button. 4. The 'Import Settings' dialog box is displayed. 5. In the 'Import Using' field, select option 'AAC Encoder'. 6. In the 'Setting' field, select 'Spoken Podcast' if transferring audiobooks or 'High Quality' if transferring music. 7. Click the 'OK' button to apply your changes and close the 'Import Settings' dialog box. 8. Click the 'OK' button to close the itunes Preferences dialog box. 9. (Optional) Once you have completed this transfer, return to itunes to restore your original settings. v OverDrive, Inc Page 51

52 3A. How to set file associations for the ODM file type If you have Windows 7 or Windows Vista 1. Go to Start > Control Panel > Default Programs. 2. Click 'Associate a file type or protocol with a program'. The computer lists the file types used on your system. It can take a few moments for the list to be available. 3. Select 'ODM' and click 'Change Program'. 4. If the OverDrive Media Console is not listed, select 'Browse' and scroll to the OverDrive Media Console folder. 5. Select 'MediaConsole.exe' and click 'Open'. The OverDrive Media Console should appear as a 'Recommended Program'. 6. Click 'OK'. Windows reassigns the file association. 7. Click 'Close' to close the 'Default Programs' dialog box. 8. Double-click the ODM file you downloaded to launch the OverDrive Media Console and access the title. 9. Click 'Download' from the OverDrive Media Console toolbar to download the audiobook, music, or video. v OverDrive, Inc Page 52

53 3B. How to set file associations for the ODM file type If you have Windows XP, Windows ME, Windows 2000, or Windows 98SE 1. Open Windows Explorer. 2. Go to Tools > Folder Options > File Types. The 'Folder Options' dialog box is displayed. 3. In the 'Registered file types' box, find the entry for 'ODM'. Single-click the 'ODM' entry. The 'ODM' entry is selected. 4. In the 'Details for "ODM" extension' box, click the 'Change' button. The 'Open With' dialog box is displayed. 5. From the list of programs displayed in the 'Open With' dialog box, select 'OverDrive Media Console'. 6. Click 'OK' to save changes and close the 'Open With' dialog box. 7. Click 'OK' to close the 'Folder Options' dialog box. 8. Double-click the ODM file you downloaded to launch the OverDrive Media Console and access the title. 9. Click 'Download' from the OverDrive Media Console toolbar to download the audiobook, music, or video. v OverDrive, Inc Page 53

54 3C. How to set file associations for the ODM file type If you have a Mac 1. 'Control-click' the '.odm' file and select 'Get Info'. 2. Expand the 'Open with:' section. 3. In the list of programs displayed, select OverDrive Media Console. (You may need to select 'Other' in order to select the program from your list of installed applications.) 4. Click the 'Change All...' button. You should be prompted with a message asking if you wish to apply the change to all documents with the.odm extension. 5. Click Continue. 6. Close the Info window. 7. Double-click the ODM file you downloaded to launch the OverDrive Media Console and access the title. 8. Click 'Download' from the OverDrive Media Console toolbar to download the audiobook. v OverDrive, Inc Page 54

55 4A. How to set file associations for the ACSM file type If you have Windows 7 or Windows Vista 1. Go to Start > Control Panel > Default Programs. 2. Click 'Associate a file type or protocol with a program'. The computer lists the file types used on your system. It can take a few moments for the list to be available. 3. Select 'ACSM' and click 'Change Program'. 4. Click the 'Browse ' button. A second 'Open With' dialog box is displayed. 5. Go to C: > Program Files > Adobe > Adobe Digital Editions and select 'digitaleditions.exe'. 6. Click 'Open'. Adobe Digital Editions is now set to open ACSM files. v OverDrive, Inc Page 55

56 4B. How to set file associations for the ACSM file type If you have Windows XP 1. Open 'My Computer'. 2. Select Tools > Folder Options. The 'Folder Options' dialog box is displayed. 3. Select the 'File Types' tab. 4. Select '.acsm' and click 'Change'. A list of programs is displayed. 5. Select 'Adobe Digital Editions'. 6. Click 'OK'. Adobe Digital Editions is now set to open ACSM files. v OverDrive, Inc Page 56

57 4C. How to set file associations for the ACSM file type If you have a Mac 1. Control-click the 'urllink.acsm' file and select 'Get Info'. 2. Expand the 'Open with:' section. 3. In the list of programs displayed, select Adobe Digital Editions. (You may need to select 'Other' in order to select the program from your list of installed applications.) 4. Check the 'Always Open With' checkbox. 5. Click the 'Add' button. 6. Close the 'urllink.acsm Info' window. Adobe Digital Editions is now set to open ACSM files. v OverDrive, Inc Page 57

58 5. How do I make a screen shot? Windows: 1. Reproduce the error on your screen. 2. Once the error occurs, hit the 'Print Scrn' button on your keyboard (It is between the 'F12' and 'Scroll Lock' keys). 3. Open a new Microsoft Word document. 4. Paste the image into the document by going to Edit > Paste or by typing 'Ctrl+V' on your keyboard. 5. Save the document on your PC. 6. Attach the Word document to an . Mac: 1. Reproduce the error on your screen. 2. Once the error occurs, hit the 'Command-Shift-3' buttons on your keyboard. 3. Take a screen shot of the screen, and save it as a file on the desktop. 4. Attach the screenshot to an . v OverDrive, Inc Page 58