Overdrive has revised its tech support and customer service portal called “Overdrive Help.” This was a savvy move that answers most common questions and concerns but with an emphasis on specific e-readers.
Overdrive Help was a project that spent a few months in development before it was finally released today. They spent a fair amount of time talking with specific libraries and industry partners on the layout and accessibility. 93% of all libraries polled said the new help section was an improvement over the existing design and also an improvement over the old FAQ System. The new Help section section has a number of key improvements such as;
Search – Type in what you’re looking for to view articles that match your search terms.
Get Started With… – Android, BlackBerry, iPhone, iPad, Sony Reader or whatever you have.
Most Popular Articles – This section shows the articles that are being read the most. Three are displayed on the homepage; click ‘view more…’ to see additional articles.
Recent Searches – This tag cloud shows you what other users are searching for.
Recently Added Articles – When new articles are added to OverDrive Help, they’ll show up here.
We encourage all libraries to start recommending this new section to their patrons and spend a few hours training their staff on the new layout to better assist the public. You can access the revised Overdrive Help section at http://help.overdrive.com/
Michael Kozlowski is the editor-in-chief at Good e-Reader and has written about audiobooks and e-readers for the past fifteen years. Newspapers and websites such as the CBC, CNET, Engadget, Huffington Post and the New York Times have picked up his articles. He Lives in Vancouver, British Columbia, Canada.
