For Librarians: Running Activity Reports

This messages is for librarian-members of the New Hampshire Downloadable Books Consortium. Library patrons can disregard this message. 

Librarians, you may notice that if you run your activity reports by specific formats, you might not come up with numbers that sum up correctly when you run the report by all formats. For the best results, run your reports with all formats and sum up eBooks and audiobooks separately.

• Log into Content Reserve >> open the "Reports" tab >> select "Circulation Activity." 
• Run "Checkouts by Format." 
• Select your library (Branch)
• Select "All Formats."
• Select the start and end dates. 
• Run the report. 

The report will show the number of each format checked out during that time period. Using a calculator or formulas in Excel, total up the eBooks and audiobooks separately. 

Note that the PDF titles are typically the PDFs attached to "enhanced" audiobooks. 

Here's an explanation from OverDrive about the "pending" titles:

When a user completes a checkout or an audiobook or eBook (not a download), the checkout shows in CR as ‘Pending’. This is the nature of One-Step Checkout since the user does not select their format type at check out. 

Once a user selects a format (EPUB, Kindle, etc.), the checkout is moved to the appropriate format (i.e., no longer counted as ‘Pending’). 

If a user clicks ‘Read’, the checkout is attributed to OverDrive Read. However, if that user then downloads the EPUB format, the checkout moves to EPUB and is no longer counted for OverDrive Read. In other words, no checkout would be counted twice.

You can also export the data to a spreadsheet by clicking the "Create worksheet" button.

More Information

• We've requested that the reports be saved instead of recreating each report each month. That is under development. (February 15th, confirmation February 18th)
• New user registrations has been added back into Content Reserve.
• A request to see the number of monthly (or yearly) users was put in on February 15th. 

For Librarians: Submitting a Support Ticket

This information is for librarian-members of the New Hampshire Downloadable Books Consortium. (If you are a patron of the service, feel free to disregard this message.) 

There are times when you will need to submit a support ticket to OverDrive's tech support team. Here's how it is done:

• Log into Content Reserve with your personal login or a common login. 
• Click on the "Support" tab. 

• Click on "Support" to submit a support ticket. 

When filling out the form, it is very important that you enter your own email address. Many people use a shared login to access Content Reserve. If you would like your own login (librarians only), please let me know. 

Be as specific as possible about what you need done by the support team. Be sure to include the format of the title and all information you have about the patron's device and operating system. 

All future correspondence with the support team member will be via the email address you provided. 

Note that the characters <, >, and @ are a few that cannot be put into the description field of the form. Using any of these characters will result in an error message.

Please Report Hold Errors

RESOLVED! This was just a setting that got turned off. All should be well with the holds now.

If you place a hold on an eBook and get the following message, please report it to your local librarian.

For librarians:

If you have the permission to do so, take a look at the checkouts remaining on the title.

Connecting to a Wireless Network with the Kindle Touch

The Kindle Touch comes in two different models:

• The Kindle Touch includes only wireless internet access.
• The Kindle Touch 3G includes both wireless internet AND cellular internet access.

Why is this important to know? 

When purchasing eBooks from Amazon, users are able to download their purchases via a local wireless network or through the cellular service built into their Kindle Touch 3G device. However, when downloading an eBook from our NHDB service, the user can only use a local wireless network to make the transfer. (Amazon doesn't pay for its customers to get free library eBooks delivered through the cellular service Amazon pays for.)

Check out Amazon's help page for even better instructions! 

Turn on the wireless settings and select a wireless network to download your library loan: 

• Turn on the device. The power button is at the bottom of the device. 
• If you are on a page other than the home page (the page that lists the titles on your Kindle), press the physical "button" at the bottom of the device. (This is the raised button consisting of four horizontal lines.)
• From the home screen (which lists your titles), tap the "Menu" button at the upper-right of the touch screen.
• From the new menu that overlays the screen, tap "Turn on Wireless."
• If this is the first time connecting to a new network, tell the device which network to connect to… 

(This is an important step. KF3G devices would simply connect to the 3G network if there is no known Wi-Fi network available. They will not be able to get their library loans on the 3G network.)

• To see the available networks, tap on "Menu" again, now "Settings" and then on "Wi-Fi Networks."
• If this is the first time connecting to the local wireless network, the device with take a moment to scan and access the available wireless networks.
• Tap on the desired network. 
• If a password is required, you'll be given the opportunity to enter it now. 
• If a special Wi-Fi security protocol is required, select the "Advanced" button to select the type of protocol. (This is the WPA, WPA2, WEP, etc.)

Turning off the wireless:

It's always helpful to shut off the wireless on your Kindle once you've finished the transfer. This is extend the time needed between charges.

To shut off the wireless, tap the "Menu" button >> "Turn Off Wireless."

Troubleshooting: Transferring Audiobooks to an iPod

Since iPod users are accustom to using iTunes to transfer audio files to their iPod, getting audiobooks onto their devices can be a little confusing the first time. Here is the information to iPod users will need to know to listen to audiobooks on an iPod:

In order to transfer an audiobook to an iPod, you'll need to: 

• Have new versions of iTunes and the OverDrive Media Console installed on your PC or Mac.
• Download the audiobook using the default download location.
• On a PC, the audiobook should automatically open (and continue to download) with the OverDrive Media Console. On a Mac, depending on the browser used, you may have to double-click the file to open the audiobook in the OMC.
• With iTunes running and your iPod plugged into the computer, start the transfer from the OMC. 
• WMA audiobooks will take about 2-4 minutes per part to convert to a Mac-friendly file format. 

Additional Troubleshooting Hints for Librarians: 

• Make sure both iTunes and OMC are up to date. I had one case where a person had an earlier version of the OverDrive Media Console on their computer and installed a new version without uninstalling the old version. (Typically that not a problem.) In turns out the newest version (3.x) was a big upgrade, and really needs a clean installation. If you had an earlier version of the OMC installed from a year or two ago, install and reinstall the OMC. (It only take a few minutes and it's worth trying...)
• Make sure iTunes is up and running before attempting to transfer an audiobook.
• Make sure the iPod has been recognized by iTunes (you should see the name of your iPod listed on the left sidebar in iTunes.
• If this is the first time transferring an audiobook, pay attention to the prompts (given in the OMC) to make some changes to your iTunes settings.
• Always download the audiobook to the default download location, ultimately opening it with the OverDrive Media Console. Never change the download location. Always create the new folders the firest time you use the service when prompted to do so. Don't try to open the file with iTunes. The file must first be opened in the OMC to manage the DRM.

If you are new to the service, this slideshow might be helpful:
http://nhdbooks.blogspot.com/p/getting-started-with-audiobooks.html

And for those looking for more information, here's our librarian handout for PC users:
http://nhdbooks.blogspot.com/2009/10/nhdab-training-handout.html

Additional iPod Resources:

How to Delete Audiobooks from an iPod:
http://nhdbooks.blogspot.com/2011/01/how-to-delete-audiobooks-from-ipod.html

Handout for Mac Users:
http://nhdbooks.blogspot.com/2009/10/mp3-audiobooks-for-mac-users.html

Managing MP3 Audiobooks on an iPod:
http://nhdbooks.blogspot.com/2011/01/managing-mp3-audiobooks-on-ipod.html

Working with the Library Card Manager (Librarians Only)

Here is a quick tutorial on adding a new library card to the OverDrive Library Card Manager. Also included is how to search for a card to remove access to OverDrive. (I don't state that very clearly on the video.) Sorry that the quality isn't very good. This screencasting is harder than you'd think!

Troubleshooting Questions for iPod (iOS) Users

Here are a set of questions to ask your iPod users who are having difficulty getting the audiobook on their iPod via a wired transfer:

What type of computer do you have? 

• Remember, even though the iPod is compatible with both WMA and MP3 audiobooks, if they are using a Mac they won't be able to download and transfer WMA audiobooks. 
• WMA audiobooks can only be downloaded, played, and transferred using a computer with the following software installed: a Windows operating system, a current version of the OverDrive Media Console, Windows Media Player (9+), and a Windows Media Player security upgrade. 
• If the patron is a Mac user they will not be able to download the WMA audiobooks to their iPod using their Mac. 

Is this the first time using the audiobook service? 

Why? Due to the DRM, these files must be opened and transferred using the correct software. 

• Check to make sure they've installed the OverDrive Media Console (OMC) to their Windows or Mac computer. 
• Check to make sure Windows users have updated their WMP Security Upgrade.
• Check that they are using a current version of the OMC. (If they have never upgraded to version 3.x they won't be able to do an iTunes/iPod transfer!) 
• Make sure they are opening the audiobook file with the OverDrive Media Console. 
• Internet Explorer and Firefox users should "Open" the file (with OMC). This should allow the OMC to take over the download. 
• When Safari users click the download link, the file will download automatically to their preferred download location (usually the Downloads folder). The Downloads folder will open and show the audiobook file name. Double-click the file name to start the download. 
• Important: Never change the download location. First time users will be prompted to create new folders (My Media and My WMA or MP3 Audiobooks); always allow the new folders to be created. 

Do you use this same computer to transfer music to your iPod/iPad/iPhone? 

Why? Where to begin... This is the simplified explanation: The iPod has a strong relationship with the computer it normally does business with. Plugging it into another computer without first prepping it can result in the lose of data.

• Generally speaking, older iPods with click wheels are formatted to be either Mac formatted or Windows formatted. Connecting a Mac formatted iPod into a Windows computer and attempting to transfer the audiobook to the iPod will result in reformatting the iPod -- all music, video, photos, etc. will be removed. Furthermore, when the user wants to put their music from their Mac back on the iPod, the audiobook will be wiped out. 
• Some newer models, such as the iPod Touch, can be used primarily on a Mac and occasionally connected to a PC for audiobook transfer -- but be sure to warn the patron of the risk of losing their data. 

Is iTunes and your iPod software up to date? 

Why? The OMC requires iTunes 7.6.2.9 or higher to transfer audiobooks.


Is iTunes running?

The iTunes program must be running to transfer to an iPod.



Does iTunes "see" your iPod? 

Why? If  iTunes doesn't recognize your iPod the transfer can't happen.


Are you prompted to change your import settings in iTunes? 

Why? Without changing the import settings, the transfer time at high quality would take hours to put the audiobook on your iPod.

Are you manually managing your music and videos? 

This is an important setting. If the patron does not already manually manage their music and videos, they will be prompted to make the change during the initial transfer process. Be sure to recommend clicking the "Apply" button after making the change. This is what keeps the audiobook from being removed from the iPod the next time the patron syncs the iPod to the computer. (A copy of the MP3 audiobook is not held in iTunes, therefore if the user doesn't manually manage the music, the copy on the iPod would be wiped out.)


Are you using the "transfer" button in the OverDrive Media Console to start the transfer? 

Most iPod users are conditioned to use iTunes to transfer music to their player. In this case the transfer has to be initiated by the OMC and then iTunes starts to work with the OMC to transfer the audiobook.

Does the transfer now start? Or does the transfer wizard search frantically for your device? 

Why? Following these tips the transfer should go smoothly, but what if the player isn't recognized? At that time, I'd go back and safely disconnect the iPod, maybe restart the computer, and open the OMC and iTunes, plug in the player, make sure it is recognized by iTunes (give it a minute, waiting for the sync to complete), and try the transfer again. In the rare instance that it doesn't work, you'll have to report the problem to OverDrive's tech support team.


Things to mention: 

• Transferring MP3 audiobooks from a PC or Mac to an iPod is very quick! 
• The MP3 audiobooks don't have extra data to let the iPod know that it's really an audiobook. The MP3 audiobooks will just end up in the music folder on the iPod. 
• Read more about how to change the MP3 files to true audiobooks (with resume playback!) using a Mac (pages 16-18) or PC.
• Transferring WMA audiobooks takes longer. The file is being converted from WMA to AAC. This can take two or three minutes per part. 
• WMA audiobooks transferred to a PC will show up in the iPod's "Books" folder. No need to change the format to audiobook like the MP3s.

Basic Audiobook Troubleshooting Tips

Install the free software:

You must install the OverDrive Media Console software prior to downloading your first audiobook. This free software manages your audiobook downloads and allows the WMA audiobooks to be opened and enjoyed on your PC.

Troubleshooting Tip:

Look at slide 24. If the patron is attempting to download the audiobook but does not get the option to open the file in the OMC, one of two errors is possible. First, perhaps the software was not completely installed. If someone is not use to installing software on a PC, they might think that downloading the installer means they have installed the OMC. They have not. They need to run the installer and the wizard to fully install the OMC.

Perform a Windows Media Player Security Upgrade:

In order to listen to the protected WMA (Windows Media Audio) audiobook files, you will need to obtain a small audio file via Windows Media Player.

Troubleshooting Tip:

This step only takes a moment to complete, but it is easy to overlook and tends to be the source of many initial problems in using the service. On occasion WMP is unable to obtain the security upgrade file. I have seen this happen more on PCs running the Vista operating system. Please have your patron follow the instructions on this page to manually obtain the upgrade.

http://tech.nhlibrary.org/2009/03/troubleshooting-wmp-upgrade/

Get a Library Card:

Obtain a library card and, if necessary, a library code to log into the service. If a prefix is assigned, do not put any spaces, dashes, or extra zeros between the prefix and your library number.

Troubleshooting Tip:

Be sure to tell your patron if they need to add a four or five-digit prefix to their card numbers. If newly issued numbers do not work, check your enrollment form to see the range of active numbers. If you’ve exceeded the range of numbers, contact NHSL to increase the range of patron numbers. New numbers can typically be activated by the next workday.

Listen on a Player:

The collection of popular WMA audiobooks can only be enjoyed on compatible players. Not any portable player can handle the protected WMA audiobooks. Find a list of approved players from the following Website.

http://www.overdrive.com/resources/drc/compatibledevices.aspx?format=WMA

Troubleshooting Tip:

The list of WMA and MP3 compatible players can be found at the bottom of the left sidebar on the audiobook site. Before purchasing a player for the library or for personal use, talk to other audiobook listeners and see which players they recommend. Typically, a player with the capability to resume playback or with a bookmarking feature is preferred.

Install iTunes, if you are using an iPod:

If you have both a PC and an iPod, you’ll need to install the free iTunes software in addition to the OMC. The iPod requires iTunes to transfer all of the content to the player.

Troubleshooting Tip:

Be sure that the iTunes software is up to date (from the Help menu >> Check for Updates). When transferring the WMA audiobook file to an iPod, the WMA file is converted to an iPod-friendly AAC file. This transfer can take quite a while to finish. The OMC software prompts the patron to change the iTunes import settings from “High Quality” to “Spoken Podcast.” Doing so will significantly reduce the transfer time.

Enjoy the Audiobooks on CD

Some of the audiobooks can be burned to CDs. Not all publishers allow their titles to be burned. View the Digital Rights Information at the bottom of each audiobook record to see if burning is permitted.

Troubleshooting Tip:

Be sure to use CD-Rs, not CD-RW, when burning audiobooks to CD. Many car stereos don’t have the ability to read the CD-RW disks. Be sure to use the OverDrive Media Console to burn the CDs. The OMC “Burn Wizard” was added to the software in one of the more recent upgrades. It is no longer necessary to use the WMP to burn CDs.

Audiobook Statistics (For Librarians)

In order to obtain downloadable audiobook statistics for your library, you'll need to access Content Reserve. This Website is password protected. If you do not know the username and password, please contact me at NHSL.

Instructions:

• Log into http://contentreserve.com
• You must use Internet Explorer. 
• Go to the Reports tab.
• Click on the fifth link down the list (View Activity Charts).
• Choose your library from the list of "branches"
• Select the desired dates.
• You can futher refine the results by choosing to view both the Always Available titles (leased) and the purchased titles or just one of the two formats. 

Reset Patron Downloads (For Librarians Only)

If your patron receives an error message with the following text, you'll need to reset their downloads.



To reset the downloads, you'll need to log into Content Reserve with the same username and password you use to access your digital audiobook statistics.

• Go to the "Reports" section of the site.
• Scroll down to "Search Checkouts."

• In the dialog box, search for the title of the book. Be sure to enter the entire title and double-check for any misspellings. A search for "loving scoundrel" did not produce any results. Only "a loving scoundrel" produced the correct result.

• Scroll to the bottom of the long list of past checkouts until you reach the most current record.
• Click on "View."

(Note: The numbers associated with each checkout are not patron numbers.)

• Click on the "Reactivate" button to reset the checkout limit.
• If this does not resolve the error, be sure to send an email to the tech support team.