Wednesday, April 11, 2012

New Look for the WPLC OverDrive Website & New Form for Library Staff to Request OverDrive Support

Exciting news! The Wisconsin Digital Library website is getting a new look on April 16! The main page will have a much cleaner appearance and the search choices along the left side will be simpler.

There will also be a brand-new login process: the patron starts typing in their library name and the form continually autofills until the library is listed. It's not left-anchored: all letters are fair game. The library is clearly linked with its system, and systems are still listed, but are no longer needed for the log in.

Be sure to take a look on Monday:, and send your comments.

New OverDrive Support Request Form for Library Staff  
OverDrive now offers a Support Request Form that empowers library staff to contact OverDrive's Support Services team directly. We strongly encourage staff at WVLS member libraries to use this form.
What's in it for you?
          Advice and troubleshooting tips directly from OverDrive staff
          Quick turnaround to assist patrons
          Complete and accurate information
How does the support form work?
The form for obtaining technical support is part of Content Reserve, a staff-only website provided by OverDrive. Support requests are submitted by logging in to the Content Reserve website and filling out the form. (To Login to Content Reserve, use your OverDrive Statistics Report login)
OverDrive assigns a case number to each request and responds to library staff via email. Detailed information about using the support form (pdf).
What kind of requests can you make via the support form?
          Move holds and checkouts from an old barcode to a new barcode
          Adjust the hold list for a patron who missed their hold due to technology issues
          Provide steps to resolve a specific error message
          Answer "how to" and device/format compatibility questions
          And more!
How can you use responses you receive via the support form? 

          Copy suggested steps into an email to the patron who needs assistance
          Use the suggested steps as your "script" for phoning the patron
What about the WPLC Support Request Form?
The WPLC Support Request Form is still available for patrons and librarians. If WPLC Support doesn't know the answer to the question, they also use OverDrive's support form to get help. Bypassing the WPLC form and using OverDrive's support form yourself may eliminate that extra step.

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