I work at at the reference desk at Bartholomew County Public Library and have seen the steady increase in the popularity of ebooks since I began working there almost three years ago. When I began working in the reference department, our assistant director told us that we needed to become familiar with how each device works (Kindle, Nook, iPad, etc.) and learn what is needed to download EPUB and Kindle ebooks (the two formats) because the library is the go-to place for help when trouble arises downloading titles. We have people come to the desk or call us every day with questions how to download ebooks from Overdrive or how to solve problems when they can't get their titles to download correctly. Some bring in their devices for us to take a look at. It can be difficult trying to figure out what the problem is when an ebook doesn't download correctly and is not showing on the device's "bookshelf". Sometimes we have to call the assistant director or another librarian who is very technology-savvy when we can't figure it out ourselves.
People of all ages have gotten frustrated when they encounter difficulties trying to download ebooks to devices. Occasionally elderly patrons will come in multiple times with their e-readers and i-Pads, gifts given to them by their children, and become frustrated when they can't get titles to download. I have spent up to an hour and even more helping elderly patrons download ebooks. I enjoy helping them find an answer to why their ebook isn't downloading and answering any questions that they have. During busy periods, we may not have the time to devote helping patrons with their e-reader problems. When that happens, we ask if the patron is interested in the "Book-a-Librarian" program where the patron makes an appointment for an hour with a librarian or staff member and may return as needed if more help is required.
Overall, I think that ebooks have been a wonderful and essential addition to our library. I believe that any format that encourages individuals to read is well worth the effort. I do believe that ebooks and their devices are here to stay and more improvements will be available in the future. There are some patrons that have told me that they prefer holding a book and turning its pages but some of those people also read books on devices. Overdrive does have some drawbacks. Users are not able to renew books and at the end of the checkout period. They must download the ebook again providing someone else has not put a hold on the book. Some patrons have complained about the Overdrive interface and have trouble locating titles. I recommend using the advanced search to narrow down titles. New titles on Overdrive are not available at the same time as the new books' publication dates.
As for e-audiobooks, I seldom have patrons ask how to download them. It seems that CD audiobooks are far more popular and requested more often than e-audiobooks.
This comment has been removed by the author.
ReplyDeleteI also work at a reference desk of a public library and have encountered the same e-book issues. I even had somebody come in with not only their new e-reader but also their new router! Couldn't help them with that. I wonder if the ability to renew on Overdrive is a library decided option because our patrons can renew a title as long as there isn't a hold on it.
ReplyDeleteI like that you said all the work librarians have to do to help people with ebooks is worth the effort. We too use our "book a librarian" service often for e-reader instruction if a patron really needs detailed help. Aside from that, we have handouts ready to go for the different e-readers and formats and can field simple questions at the reference desk. I've learned a lot by just playing around with them; I do not read ebooks myself but I've realized I need to know at least the basics so I can assist patrons.
ReplyDeleteI forgot to add that our library provides several handouts for patrons who want to download ebooks and audiobooks depending on the type of device (Kindles; Nooks; iPads, iPhones and Androids. etc.) I like to read ebooks on my Andoid phone, Samsumg Galaxy S3. It is lightweight and not difficult to hold for awhile. Some people have told me that they would never want to read off of a phone. I didn't think I would like it until I tried it. I have a Kindle Fire which I have not used yet to read an ebook because it is quite a bit heavier than the I also have an older Kindle Touch but I didn't like reading books off of it. The background wasn't lit and I thought the background was too dark.
DeleteThe book a librarian service is a great tool for reference. Most of my patrons don't come to me with these questions, but those who need help with technology would definitely benefit from having more time to work with us on an issue. It's hard for us to justify spending 30 minutes on a question when there is a line of other patrons needing assistance so I really like the idea of "booking" a librarian for a period of time.
ReplyDeleteI also agree with most of the complaints you noted about Overdrive. As a user, I've come across all of those problems and I hope in the future Overdrive will become more user-friendly.
I agree that it is difficult justifying the time it takes to help patrons with ebook issues.If it is not a busy time, depending on how many people are staffed at the desk, the reference staff at BCPL may have time to devote to patrons who have e-readers. If it is busier, the patrons need to make an appointment with "Book-A-Librarian".
ReplyDeleteThat's a good way to get patrons to ask for a specific time and help rather than just walking in and hoping to get all their issues resolved. Our library system has a set day and time, Monday's 2-4 pm, for anyone with any type of device and they can get help. The problem is - it's not at our branch, it's at the main branch. A lot of the patrons do not want to drive 20-30 minutes there to do that. Especially the older patrons, you know how that goes. It would seem every library has many of the same issues with Overdrive, devices, lack of staff (at times if not ALL the time), etc...One question I have for you is - when you were told that you needed to "know" how to help patrons download materials, were you given instruction or a class, or did you have to wing it on your own?
ReplyDeleteThe reference department had a meeting and we discussed how to download ebooks and audiobooks. Our assistant director gave us a variety of devices such as a Kindle, a Nook, and a Sony device and we were encouraged to become familiar with them. That was late 2011 and so much has changed since then when it comes to devices and how to download. Now there are iPhones and Androids, iPads, EPUB format changes, etc. I did not catch on as fast as my younger co-workers who have a knack adapting to technology. I have learned a lot and usually can navigate the devices well. There always seem to be changes regarding downloads!
ReplyDeleteI wanted to add a little extra to my prompt because I don't think I discussed the appeal factors enough. Older people seem to like the fact that they can adjust the font size and type of font to read their ebooks. While we have a good selection of large print novels in the library, some patrons will download an ebook title when the title is not available in large print in the library. After downloading the title, they can make adjustments as they see fit in order to read the book.Older patrons also don't have to make a trip to the library to get the book. Although there are not as many titles available on Overdrive compared to the library and there is wait for new titles to be made available on Overdrive, the convenience of using the database is very appealing. I like the fact that downloading an ebook is quick. I like having a "book" available on my phone because I can read it at any time. If I am waiting to pick my daughter up from her job, on a lunch break, or have any extra time, I can simply take out my phone and start reading. I still like reading a physical book but I don't read them as often.
ReplyDelete