Ereader presentation nov 2013 li

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

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

• 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

• 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

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


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

•


Digital Editions way – OverDrive/Axis360





Checkout books online from digital catalog
Download file to computer
Open Digital Editions
Drag and drop onto device


App way – OverDrive/Axis360





Download app
Set up account/library if needed
Browse/search for book
Checkout/download & read

- 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

• 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

• 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

• 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

• 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

• eMagazine Downloading handouts
•

Two-sided half-sheets w/color, includes our website/link to download

• 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

• 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

• 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.

• 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

• 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?

• 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

• 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

• 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

• 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

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!

• Promoting service/downloads
• Most people don‘t know libraries lend digital books
• Promote:
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

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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

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

Digital Books in Connecticut
Henry Carter Hull Library, Clinton
Library Website

Library Email Newsletter

Guilford Free Library

Library Email Newsletter

EC Scranton Library, Madison

Senior Center Newsletter

Darien Library

Library Website

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.‖

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

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/

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.

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.

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.‖


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

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!

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/

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

Ereader presentation nov 2013 li

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Ereader presentation nov 2013 li