13. Identify the hardware
If using a wireless device, do they have a
wireless network at home?
If
they have a Kindle 3G for instance, Kindle library
ebooks will only download via wi-fi.
They will have to manually transfer ebooks via a USB
cable
18. Indentify the software
Computer operating system
Windows (version?)
Mac (version?)
Linux (it could happen)
19. Indentify the software
System requirements
Overdrive
Amazon
Adobe Digital Editions
Device manufacturer
20. Indentify the software
Have they installed:
Apps (tablets, smart phones)
Adobe Digital Editions (if applicable)
Software required by the device manufacturer
26. Have they gotten started?
Have they taken the ereader out of the box
yet?
Do they have a library card?
Have they created the necessary accounts?
27. Or, are they stuck?
Are they getting error messages on their
device/computer?
Are they confused about a particular step?
29. How much time do you have?
Are you alone?
How busy is the desk?
Can you effectively answer the question?
Do you think they need more help than you
can give in a timely manner?
Do you need to do more research?
30. (The same goes for an in-person
visit)
Are you alone?
How busy is the desk?
Can you effectively answer the question?
Do you think they need more help than you
can give in a timely manner?
Do you need to do more research?
33. What I mean is, end the call/visit
(nicely).
Refer the patron to:
Our device-specific classes on ereaders and
tablets
Check the calendar and Downloadables Support page
Our one-on-one appointments
Check the calendar
Downloadables Support page
Offer to get back to them with an answer.
34. But if…
the patron is determined to figure it out
you feel you have the time
the patron is capable of learning enough to get
going
35. Go for it!
Be a superhero!
(okay, technically not from the
movies,
but you get my point)