SimplyE: Troubleshooting

Scheduled Dates

August 31, 2022 1 pm - 2 pm CDT (Register Now)

Course Details
Course Description

It is a certainty – your patrons will come to you with problems.

  • How do you identify what the issue is – the patron or the device?
  • What are the questions that should be asked first?
  • What types of questions should you be able to handle yourself, and when is it time to escalate?

If you have helped patrons with other digital services, then you already have an understanding and troubleshooting the SimplyE app will be similar. We will discuss general troubleshooting principles but put it in the context of supporting SimplyE. In addition, we will consider how to know when to move the issue on to someone else and the types of information you should provide.

Learning objectives for this session include

By the end of the session, the participant will be able to:

  • List basic steps for troubleshooting.
  • Review differences in supporting patrons face-to-face and via email or text.
  • Create a list of common SimplyE issues and how to identify and fix them.
Session Information
Session Duration: 
This course consists of a 1-hour session.
Contact Hours: