OverDrive Support Trainings
OverDrive Support Course
The WPLC OverDrive Support Course is a virtual 5-week course designed to help you provide front line support to OverDrive users. Each week there is a lesson, a quiz over the material, and a mock support email to respond to. Some library systems offer this course occasionally throughout the year and will share information about upcoming courses to the WPLC Announcements List. All course lessons are available below. Contact your system directly to see if they provide the course for your member libraries.
- Week 1: The Basics
- Week 2: The Tools
- Week 3: Common Questions
- Week 4: Less Common Questions
- Week 5: Putting It All Together
Documents
Materials to help libraries & systems provide great OverDrive Support:
- “Support information to gather” worksheet
- Using OverDrive Marketplace: A step-by-step guide to using OverDrive Marketplace for technical support
- OverDrive Support Common Questions and Answers, Part 1: A document that includes information on how to answer common questions, including sample responses
- OverDrive Support Common Questions and Answers, Part 2: Slightly harder questions, with slightly more complex answers.
- What To Do If You Are Stuck – A guide and process for finding solutions to patrons’ problems using Wisconsin’s Digital Library.
- What To Do with Title Requests
- Check to see if it is available in Wisconsin’s Digital Library via Deep Search. If so, share information with the patron about how to search with Deep Search and tag a title with a “Notify Me” tag [Note: If the title does not appear as available for purchase in Wisconsin’s Digital Library, it is likely that it is not a title we can purchase due to publisher restrictions.]
- If your system has an Advantage account – an account that allows consortium members to grow their own collection to supplement the statewide collection – share the recommendation to the designated Advantage account administrator for your system. Do not direct the patron to contact that person directly.
- Share the recommendation to your system representatives on the WPLC Selection Committee. Do not direct the patron to contact that person directly.
- Explaining Wait Times and High Holds in Wisconsin’s Digital Library
- Checkout Time Policies