Member Services: Learning Ally Audiobook Manager

1. Please use this tool for any calls related to ordering, the bookshelf, or the new Download Manager.

* 2. Where did the caller experience problems?

Ordering books

Adding books to bookshelf

Installing Learning Ally Audiobook Manager

Downloading books or syncing books to a player

Other

* 3. What type of user is calling?

Individual membership

Individual member, aided by 3rd party

Institutional account

Non-member

* 4. What operating system is the caller using?

* 5. Is the individual using a screenreader?

Yes, they said they were using a screenreader or I heard their screenreader.

Not sure, but their membership record indicates that their disability type is BVI.

Not sure, but their record indicates that their disability type is LD.

No, they said they were not using a screenreader.

* 6. What bookshelf are they using?

New bookshelf

Legacy bookshelf

* 7. What player was the caller using?

ReadHear software

Windows Media Player, listening on a computer

Windows Media portable device player or (mp3 player / AudioAccess)

iOS device (iPhone, iPod Touch, iPad)

Other Daisy based device

None of the above

* 8. What web browser was the caller using?

Internet Explorer

Firefox

Chrome

Other

* 9. Which DAISY device was the caller using?

* 10. What happened when the caller encountered the issue?

Crashed/froze - computer or program stopped working

Confused - didn't know what to select or do

Stuck - couldn't find next step

Book problem - audiobook could not be used

Device/hardware issue - player stopped working

Other

* 11. Please describe the problem the caller was having, and what you had them do to fix it.

* 12. Were you able to resolve the problem on the phone?

Yes

No

13. What is the individual's contact information? We may follow up on the problem or find out how the new software affects their use of Learning Ally.

* Name :
* Member ID :
* Email Address :

14. Did you send a follow-up E-mail?

Yes

No

* 15. What information or action would help to resolve the problem, or what information did you send them via E-mail to fix the problem?