Patron Assistance: Become an OverDrive Specialist.

v.10012010 v.11012010 v.10012011 OverDrive, Inc. 2010 2011 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

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.10012011 OverDrive, Inc. 2011 Page 2

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.10012011 OverDrive, Inc. 2011 Page 3

The OverDrive Specialist v.10012010 v.11012010 v.10012011 OverDrive, Inc. 2010 2011 Page 4 4

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.10012011 OverDrive, Inc. 2011 Page 5

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.10012011 OverDrive, Inc. 2011 Page 6

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 http://overdrive.com/learningcenter to download OverDrive's Patron Training Template. v.10012011 OverDrive, Inc. 2011 Page 7

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: support@libraryreserve.com training@overdrive.com v.10012011 OverDrive, Inc. 2011 Page 8

v.10012010 v.11012010 v.10012011 OverDrive, Inc. 2010 2011 Page 9 9 How do I use the OverDrive service? What accessibility features are available? Tell me more about mobile options. Patron Assistance Scenarios

Chris. Just found out about downloads from the library. 'How do I use the OverDrive service?' v.10012011 OverDrive, Inc. 2011 Page 10

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.10012011 OverDrive, Inc. 2011 Page 11

Here's what you need 1 2 3 Computer or mobile device Internet connection Library card Free software v.10012011 OverDrive, Inc. 2011 Page 12

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.10012011 OverDrive, Inc. 2011 Page 13

Kelly. Travels extensively. 'Tell me more about mobile options.' v.10012011 OverDrive, Inc. 2011 Page 14

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 http://www.overdrive.com/learningcenter v.10012011 OverDrive, Inc. 2011 Page 15

How do I download titles to a mobile device? v.10012011 OverDrive, Inc. 2011 Page 16

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.10012011 OverDrive, Inc. 2011 Page 17

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.10012011 OverDrive, Inc. 2011 Page 18

Transfer a video Check out a video and choose between: Standard: View on your computer. Mobile: Transfer to mobile device. v.10012011 OverDrive, Inc. 2011 Page 19

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.10012011 OverDrive, Inc. 2011 Page 20

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.10012011 OverDrive, Inc. 2011 Page 21

Robert. Provides support assistance. 'What are some basic issues we can help with?' v.10012011 OverDrive, Inc. 2011 Page 22

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.10012011 OverDrive, Inc. 2011 Page 23

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 http://drmlicense.one.microsoft.com/indivsite/en/indivit.asp. Select 'Upgrade' to run the upgrade. v.10012011 OverDrive, Inc. 2011 Page 24

DRM error messages (OMC) Why have I received an error when using OverDrive Media Console? Example: 'Error 0x80070057: 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.10012011 OverDrive, Inc. 2011 Page 25

.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.10012011 OverDrive, Inc. 2011 Page 26

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.10012011 OverDrive, Inc. 2011 Page 27

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.10012011 OverDrive, Inc. 2011 Page 28

.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.10012011 OverDrive, Inc. 2011 Page 29

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.10012011 OverDrive, Inc. 2011 Page 30

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.10012011 OverDrive, Inc. 2011 Page 31

Retrieving a title on hold I received an email 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.10012011 OverDrive, Inc. 2011 Page 32

Seth. He has X computer and Y device. 'What formats can I enjoy?' v.10012011 OverDrive, Inc. 2011 Page 33

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.10012011 OverDrive, Inc. 2011 Page 34

Mobile devices: What formats can I enjoy? OverDrive s Mobile app Android iphone / ipad / ipod touch BlackBerry Windows Phone 7 v.10012011 OverDrive, Inc. 2011 Page 35

Kindle: What formats can I enjoy? Kindle devices and free Kindle reading apps Kindle Books. v.10012011 OverDrive, Inc. 2011 Page 36

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.10012011 OverDrive, Inc. 2011 Page 37

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.10012011 OverDrive, Inc. 2011 Page 38

Elizabeth. Provides outreach for the visually impaired. 'What accessibility features are available?' v.10012011 OverDrive, Inc. 2011 Page 39

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.10012011 OverDrive, Inc. 2011 Page 40

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: http://overdrive.com/software/omc/accessibility.asp v.10012011 OverDrive, Inc. 2011 Page 41

Robert. Provides support assistance. 'What information is important to send to the support team?' v.10012011 OverDrive, Inc. 2011 Page 42

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 10.6.2, 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.10012011 OverDrive, Inc. 2011 Page 43

Staff resources v.10012010 v.11012010 v.10012011 OverDrive, Inc. 2010 2011 Page 44 44

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. www.overdrive.com/learningcenter v.10012011 OverDrive, Inc. 2011 Page 45

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: http://overdrive.com/resources/partnerservices/marketingoutreach v.10012011 OverDrive, Inc. 2011 Page 46

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. http://overdrive.com/learningcenter v.10012011 OverDrive, Inc. 2011 Page 47

Contact us Collection Development: collectionteam@overdrive.com. Training: training@overdrive.com. Library Partner Services: partnerservices@overdrive.com. Support: support@libraryreserve.com. Support for library staff. Please do not share this email with users. Users should contact support via the email link on the main Help Page of your library's Virtual Branch Website. Plus, connect with us! v.10012011 OverDrive, Inc. 2011 Page 48

Patron Assistance Appendix v.10012010 v.11012010 v.10012011 OverDrive, Inc. 2010 2011 Page 49 49

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.10012011 OverDrive, Inc. 2011 Page 50

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.10012011 OverDrive, Inc. 2011 Page 51

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.10012011 OverDrive, Inc. 2011 Page 52

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.10012011 OverDrive, Inc. 2011 Page 53

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.10012011 OverDrive, Inc. 2011 Page 54

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.10012011 OverDrive, Inc. 2011 Page 55

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.10012011 OverDrive, Inc. 2011 Page 56

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.10012011 OverDrive, Inc. 2011 Page 57

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 email. 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 email. v.10012011 OverDrive, Inc. 2011 Page 58