As part of our service for libraries, OverDrive offers training resources, comprehensive Help pages and access to top-notch Support Specialists to help you assist patrons who have technical questions about your library’s digital collection.

 

During Training Month (Sept. 5 to 28), we’ll be offering a number of programs designed to help you get the most out of your OverDrive experience. Included in the curriculum is an On-Demand training session titled “Top 10 Support Solutions.” This session will provide an in-depth look at common support issues and how to resolve them. You can also check out “Patron Assistance,” one of the core courses featured in the Learning Center’s “View Now” section . This session will increase your knowledge of OverDrive services, give you some tools to assist your users with getting started and even help you resolve some of their common support issues. For further information, or to set up a training session, please visit the OverDrive Learning Center.

 

To help patrons resolve more difficult issues, or for further assistance, you can always reach OverDrive Support Services via the contact form located within the “Support” tab in Content Reserve—my fellow Support Specialists and I will be happy to help.

 

Have you heard about the Front Line Tech Support option we offer to our public library partners?  Front Line Tech Support gives your patrons a direct line to OverDrive Support Services for assistance with any issue they may encounter.  By filling out a simple form on your virtual branch website, users can get directly in touch with OverDrive Support Services.  If you’re interested in offering Front Line Tech Support at your library, please contact your Account Specialist or Sales Representative. They’ll be happy to tell you more.

 

The recently redesigned Help pages, available through your OverDrive-powered digital site, are a great resource for troubleshooting tips and tricks. With the new look of the Help pages, you can easily find information you need. Rather than sorting through a collection of pages and lists, utilize the search bar at the top of the pages.  Be sure to check out the videos that are available to get your newest users started quickly and easily.

 

Justin Noszek is a Support Specialist at OverDrive.

One Response to “How To Help Patrons Resolve OverDrive Support Questions”

  1. allyson

    Have been using Overdrive for months now. Today I can’t download titles. It says error 256 and to contact Overdrive Support. Help, please.