Overdrive Support Email Box - Duty of Reference Desk Person

with the advent of Overdrive, we have had to implement a support email account so that any customer difficulties can be dealt with in a timely fashion.

This means that anyone who works on the Reference desk, at any time, should have the Overdrive email box open and attend to any enquiries that are there.

To do this if you have your own Lotus notes Email:

1. go to your Inbox
2. At top on left there is a dropdown box next to the word Mail
3. There is an option for "Open another persons mail"
4. Find the SSC's Address Book
5. then locate the email called "Overdrive"
6. Click OK. This will open the email box for you.

I suggest that you then drag it across to your left, so you have an icon there for the future. Since we are supposed to deal with them asap it may be worth you making your system prompt you when a new email comes in.

If you go to File > Preferences > User Preferences > Mail > General you can tick the box for Show a Popup. This will get your attention whether you are in earshot of your PC or not. Next time you access the keyboard you will know you have an email, if indeed you do have one!

If you are using a Libtemp signon:
For the moment you cannot access the Overdrive Inbox, so watch this space!!!

For all who are answering these questions:
There is an 'Actioned' folder on the left hand side. Please put any emails that a reply has been sent to, in there, so that each person who opens the box only sees what has not been answered.

But First:
Please read this below from the good people at Overdrive...

As far as patron tech support goes, I recommend we proceed as follows:

The people responsible for support on your end attempts to answer
questions as they come in with reference to the FAQ.
(http://sutherland.lib.overdrive.com/Help.htm) If desired, we welcome your tech
support person to forward any and all replies to us prior to sending to your
patron for these next 30 days. Kind of a 'training wheels' approach-in the next
few weeks, this will give us the opportunity to review and offer input where
appropriate as your tech support person learns the ropes. After this time, we
anticipate that your support person should have a strong grasp of day-to-day
issues, and of course they will continue to work with us on any real
stumpers.

Please forward support issues to support@libraryreserve.com.

This sounds like a resonable thing to do... Hopefully they are quick to reply!

Please do your best to answer the enquiry, using the very helpful pages on the Overdrive site itself, if you have no actual experience yourself. If you cannot or do not have time (customers are lined up in front of you) at least email back to say 'your enquiry has been recieved and will be answered as soon as is practicable' (there are some templates in the Standard Responses folder of the Overdrive mailbox)

I am sure there will be more, but this is all for now.

jacinta