Ereader presentation

Serving Up Downloads

Best practices in ereading customer service

Katy Dillman, James Blackstone Memorial Library

Photo: Flickr user sucelloleiloes

Why support digital downloads?

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

• 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


• Potential frustrations:• Limited ebook 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


• 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

Whatever you do…

Digital Books @ Blackstone

• Offer Digital Downloads• Access to Overdrive Digital Media for audiobook/ebook lending• OneClickDigital for additional audiobooks through iconn.org

• Support patrons with:• Customized handouts• One-on-one help• Offer classes on downloading from digital catalog• Devices for staff training/use


• Handouts• Two-sided half-sheets• Basic steps for downloading• Includes our website, email, & phone number• Made for Nook, Kindle ereaders & tablets, iPads/iphones


• One-On-One Help• 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 Put monitor on lazy susan stand so patrons can see screen

• 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


• 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 quickly look up answer in front of 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

• Looking to circ tablets at some point? Issues with user data/resetting info


• 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) Kindle Fire & Touch Nook Color & Touch

• Staff (Ref especially) 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, also in PDF, browser

• Three ways to download ebooks: Kindle way (Kindle books and PDF; wireless and USB transfer) Digital Editions way (EPUB and PDF, USB transfer) App way (EPUB books; wireless transfer)

• iPad, 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!

Image from The Passive Voice blog: http://www.thepassivevoice.com/03/2012/penguin-annoys-library-readers-with-usb-only-ebooks/

http://www.thepassivevoice.com/03/2012/penguin-annoys-library-readers-with-usb-only-ebooks/


• Promoting service/downloads• Most people don’t know libraries lend digital books• Promote on:

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-ebook-television-commercial-increases-circulation-for-one-library/

TV Ad link: http://vimeo.com/55612963

http://goodereader.com/blog/e-book-news/the-first-ebook-television-commercial-increases-circulation-for-one-library/

http://goodereader.com/blog/e-book-news/the-first-ebook-television-commercial-increases-circulation-for-one-library/

http://vimeo.com/55612963

http://vimeo.com/55612963

Digital Books in Connecticut

Henry Carter Hull Library, Clinton

Library Website


Guilford Free Library

Library Email Newsletter


EC Scranton Library, Madison

Library Email Newsletter

Senior Center Newsletter


Darien Library

Library Website

Service around Connecticut

Francie Berger, Reference Librarian, Hall Memorial Library, Ellington CTSince 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.

Louise LeClaire, Tech Svcs, Cheshire Public Library, CheshireWe 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 e-reader 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.”

Handouts

(in person, online)

Demos

(on screen, videos)

One-on-one

(drop-in, appointment-based)

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 device-specific 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-not-necessary-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!

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Collaborate & Share

http://digitalhelp.weebly.com/

•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/

Ereader presentation

Documents

Transcript of Ereader presentation