[Lswtalk] FW: OverDrive's Digital Library Blog (in this message: 2 new items)

Tue Feb 19 08:43:26 CST 2013

Loretta Gharst
Collection & Computing Division Head
Calcasieu Parish Public Library

From: noreply+feedproxy at google.com [mailto:noreply+feedproxy at google.com] On Behalf Of OverDrive's Digital Library Blog
Sent: Tuesday, February 19, 2013 4:05 AM
To: Loretta Gharst
Subject: OverDrive's Digital Library Blog (in this message: 2 new items)

OverDrive's Digital Library Blog (in this message: 2 new items)<http://overdriveblogs.com/library>
[http://gmodules.com/ig/images/plus_google.gif]<http://fusion.google.com/add?source=atgs&feedurl=http://feeds.feedburner.com/OverdrivesDigitalLibraryBlog>

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Top Ten OverDrive Support Solutions<http://feedproxy.google.com/~r/OverdrivesDigitalLibraryBlog/~3/Coix1w1F1RE/?utm_source=feedburner&utm_medium=email>

Posted: 18 Feb 2013 11:44 AM PST

[http://overdriveblogs.com/library/files/2013/02/Support368.jpg]<http://overdriveblogs.com/library/files/2013/02/Support368.jpg>It’s February, and unless you’re Phil Connors<http://www.imdb.com/title/tt0107048/?ref_=fn_al_tt_1>, it’s the shortest month. By this time of year, users are getting the hang of those new devices they received for the holidays, the weather is (hopefully) showing signs of spring, and love is in the air.

To help you handle users’ support inquiries, the “Top 10 Support Solutions<http://www.overdrive.com/LearningCenter/viewnow.aspx>” support module—available as a webinar<http://cc.readytalk.com/play?id=8argh5> or as slides<http://www.overdrive.com/files/TrainingCenter/2012/top10sol.pdf> in our Learning Center—is a handy resource. The tutorial covers issues that you can resolve on your own, including:
1.     Reset downloads (after user clicks “Download” too many times)
2.     User forgot their PIN/ Library card is blocked
3.     User cannot find their holds
4.     Content issues that can’t be duplicated
5.     Send titles to Kindle device or app

The tutorial also specifies issues that you’ll need to forward on to OverDrive Support Services, namely:
1.     Remove a title/ swap format requests
2.     Merge library cards
3.     Move a user to the top of the waiting list
4.     Clear Adobe ID credentials from a title
5.     Content issues that can be duplicated (audiobooks missing parts, download contains incorrect content)

To submit a request with OverDrive Support Services, click the “Support” tab in Content Reserve<https://www2.contentreserve.com/>, where you’ll be able to provide the info we need to resolve the issue ASAP. Once we receive the request, we’ll respond within 24 hours (usually 2-4 hours).

In addition to “Top 10 Support Solutions,” the Learning Center<http://www.overdrive.com/LearningCenter/viewnow.aspx> includes several useful  tutorials, including “Collection Budgeting<http://cc.readytalk.com/play?id=hdku9o>,” “Screen Readers and OverDrive<http://cc.readytalk.com/play?id=9h2k4h>” and more.

Justin Noszek is a Support Specialist at OverDrive.

Marketing Template: Promote Your Digital Collection Via Email<http://feedproxy.google.com/~r/OverdrivesDigitalLibraryBlog/~3/oPxLAHCb1n0/?utm_source=feedburner&utm_medium=email>

Posted: 18 Feb 2013 07:00 AM PST

[http://overdriveblogs.com/library/files/2013/02/EmailTemplate368b.jpg]<http://overdriveblogs.com/library/files/2013/02/EmailTemplateB1.jpg>One of the best ways to promote your digital collection is through a channel you already use to connect with your patrons: email. It’s a direct, easy, and effective means of raising awareness and generating interest.

While many of your patrons already use your digital collection, it’s important to remember that others may not know about all the great digital content your library has to offer. Perhaps they only recently signed up for a library card, or they rarely visit the physical branch, where they’d  be likely to notice your smart guides, bookmarks or other in-library promotions. For these users, a great way to connect is to reach out via email.

With that in mind, we’ve created this email template<http://overdriveblogs.com/library/files/2013/02/EmailTemplateB1.jpg> for you to use. All you have to do is paste this image into the body of an email, add a hyperlink to your OverDrive-powered website, and send to your patron email list. The email provides a direct link to your digital collection and enables you to reach all your patrons, whether they’re first-time users or eBook veterans.

Using email to connect with patrons also creates the possibility that they’ll share this message with friends and family, opening your library’s virtual doors to even more new users.

As a reminder, you can always find useful marketing tools on the online marketing kit<http://overdrive.com/Resources/PartnerServices/MarketingOutreach/>, or you can contact us at librarypartnerservices at overdrive.com<mailto:librarypartnerservices at overdrive.com> to get help with any marketing and outreach campaigns you may have in mind.

Adam Sockel is a Marketing Specialist at OverDrive.

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