FAQ

Find answers to our most frequently asked questions.

My library account

Library cards, account logins and PINs

How do I get a library card?

Complete a library card application and bring it to Lawson McGhee Library or any branch library with name and address verification.

Do library cards expire?

Library cards do have an expiration date. If you receive a message that your card is expiring soon or has expired, contact us at 865-215-8750 or visit us at any of our locations. We will need your library card number to update your account.

(Patrons that receive email notifications will receive a notice by email 30 days before the expiration of the library card. There is no other method of notification prior to expiration.)

If you have an Out-of-county card, you may send a check for the $40.00 annual Out-of-county fee—along with your library card number—to:

Lawson McGhee Library
ATTN: Circulation Department
500 W. Church Ave.
Knoxville, TN 37902

What is a PIN?

The PIN (personal identification number) is your password to keep your library account secure. You can get a PIN by bringing your library card to the Lawson McGhee Library or a branch library (excluding McClung), or you can call 215-8750 to get a PIN over the phone. Have your library card number available.

How do I reset my PIN?

Use the "I forgot my PIN" link in the library catalog underneath the sign in button in the upper right corner. If you have set an email address in your library account, you will receive PIN reset link in an email message. If you do not receive the email, please call 865-215-8750. You will be asked several questions to verify your identity before we can make an account change.

The PIN reset will take effect for OverDrive and for database access. It will have no effect on accounts with third-party services such as ILLiad, RBdigital, Career Transitions, PowerSpeak Languages, and Learning Express Library.

Can I get library notices by email, or change my email address?

Yes, you can request email notices or change your email address in your online account. You can also call a library and request the change; have your library card number handy.

For notices from one of our third-party services (such as OverDrive for ebooks or ILLiad for interlibrary loans), you'll need to sign in to the third-party site to change your email address.

Where can I use my card?

You can use it at any Knox County Public Library location, and return materials to any Knox County Public Library location. With your library card number and PIN, you can use the online catalogdownloadables and other online resources.

How can I keep lists in my account?

It is up to you to maintain a list of items you've checked out, or that you want to check out. Sign in to your account to use the My Lists feature. To add items to a list, first check that the list is active, then search the catalog for something to add, and use the "Add to My List" check box.

The list feature is handy for many purposes. You can create a "to read" list, a "have read it" list, and any other lists.

It's not "Mark"

When you click the Mark button for items in a search results list, you're creating a list which lasts only for the length of the current session (Marked Items).

  • Only one bibliography of marked items can be maintained in an e-Library session, but you can have many My Lists.
  • From a list in the My Lists feature, you can go to the details of an item in order to request that item. This is not available in Marked Items.

Other library products with personal lists:

WorldCat

WorldCat includes not only our library catalog, but the catalog of thousands of other member libraries. From any item, if we own it, you can click the link that is our library's name and be taken to our website where you can reserve the item. If we don't own it, we can try to get it for you on interlibrary loan

Create an account on WorldCat, and then you can search for an item and add it to a list. You can make your lists public or private, share them, and add your own comments and reviews. You can also subscribe to another user's public list, post on social networking sites, install a WorldCat browser tool, or use it with a mobile app.

NoveList

You can make multiple lists in the NoveList database, and from any item in NoveList you can link to our catalog to look for the item.

Goodreads

Many readers who enjoy social networking use Goodreads (our catalog displays some Goodreads ratings and reviews). Create your own account and start making your lists, called shelves. Set up a book link to our catalog (through the My Account > Book links tab) so that you can go from an item in Goodreads straight to the item in our catalog. Join the library's group to discuss the books we select for programs.

Please call Melissa Brenneman at 215-8723 if you have any questions about any of this.

Borrowing

About borrowing, returning, renewing, and overdues

How many items may I have checked out at one time?

You may check out up to four items as a first time card user. After these items are returned, you may check out up to 35 items. (These limits do not apply to downloadables.)

Limits by format:

  • Audiobooks
    • 15 books on compact disc
    • 15 books on tape
  • Movies
    • 5 DVDs
    • 5 videotapes
  • Music compact discs – 15 items
  • Playaways – 2 per adult card
  • Launchpad – 1 per adult card
  • Downloadables
    • OverDrive – 15 items
    • RBdigital audiobooks – 10 items
    • RBdigital magazines – no limit

How long may I keep items I check out?

Most items are loaned for 21 days. Videotapes, DVDs, Playaways and Launchpads are loaned for 7 days. 

How do I renew items I have checked out?

Items may be renewed three times except for materials on hold. It is not necessary to bring materials in for renewal.

You can request renewals by telephone during open library hours. Due to state confidentiality laws, you must provide your library card number for service by telephone.

To renew items online:

  1. sign in to your account
  2. click Review My Account
  3. use the checkboxes to select items
  4. click Renew Selected Items below the list

What am I charged for overdue items?

That depends on the format and how long they've been overdue.

Can I pay my fine with a credit card?

VISA, MasterCard, Discover, and American Express cards are accepted, but not gift cards. A 2.32% fee will be charged by the electronic processing company for each transaction; this fee does not go to the library or Knox County.

Payments using credit/debit cards will not be accepted over the phone. Payments must be made in person.

Must I return items to the same place I borrowed them?

All material may be returned to any Knox County Public Library location. Bookdrops are available for after hour returns, but some non-book items should not be returned via bookdrop because they may be damaged.

Downloadables

Downloadable ebooks and audiobooks

How do I download an OverDrive ebook or audiobook to a tablet or smartphone?

Begin by reading the OverDrive Help information specific to the computer or device you'll be using.

Tablets and smartphones

These are non-Kindle mobile multi-use devices, not dedicated ereaders.

You have three options. You can install the Libby app install the OverDrive app, or simply read or listen in a browser directly from our Overdrive partner website. (Okay, technically you also have a fourth option of using the Kindle app for Kindle-compatible ebooks, but since that's not everything, we suggest using one of the first three options.)

Assuming you have installed the OverDrive app:

  1. Open the OverDrive app and follow the prompts to sign in. See "Which library sign-in option is best for me?" about how to do this.
  2. Use "add a library" and search by zip code to find Knox County Public Library, then add the library and connect to the library.
  3. Sign in on the website with your library card number and PIN. Search or browse, and borrow.
  4. Go to your Loans page and add the item to the app. Select ebooks in the EPUB format.
  5. Use the "Bookshelf" command in the app's home menu (the hamburger icon in the upper left) to find the book, complete the download, and begin reading or listening.

Steps 1 and 2 are first-time setup. Afterwards, you just open the app and tap "Add a title", then follow steps 3 through 5.

The Libby app may be a little easier. Just follow the prompts for setup. Once you are set up, you can use the Libby icon in the upper right to access options such as adding a new library card or getting help. Tap "Shelf" at the bottom to get to your loans, holds, and activity; tap "Library" to return to browsing the inventory. You'll see many ways to start browsing if you just pan (scroll), or enter a search at the very top.

How do I download an OverDrive ebook to a Kindle?

Begin by reading the OverDrive Help information specific to the computer or device you'll be using.

Ebooks for Kindle

Kindle, other than Fire:

Unless you have a Kindle Fire, you will use a Web browser (such as Internet Explorer, Firefox, Chrome, Safari) on a computer for checking out a library ebook from OverDrive. You may use a library computer for checking out ebooks. Getting the ebook for Kindle sends you to Amazon.com, where you sign in to your Amazon account and click a button to deliver the ebook to your device. Then you sync your Kindle reader on a Wi-Fi network (not a mobile network) to receive the book.

USB transfer:

If you don't have Wi-Fi, you might have to download the book to a computer and transfer it to a Kindle with a USB connection.

Kindle Fire:

You don't need a computer. Just go in a Web browser (Silk, or another browser of your choice) to our OverDrive catalog and check out a book. In the download step, select the Kindle format, then follow the on-screen prompts through the Amazon.com website to deliver the ebook to your Kindle. Then check your home screen to find the book.

Kindle Fire users can get the OverDrive app or the Libby app in the Amazon app store for use with the EPUB (and MP3 audiobook) format.

Kindle app on a non-Kindle device

We recommend the OverDrive app or Libby app instead, but if you choose to use a Kindle app, use a Web browser to check out a library ebook from OverDrive. In the download step, select the Kindle format, sign in to your Amazon account, and deliver the ebook to your registered device. Then sync your Kindle app to receive the book.

How do I download an OverDrive ebook to an ereader that isn't a Kindle?

Begin by reading the OverDrive Help information specific to the device you'll be using. If you are having issues, check this article.

Setup:

Very important: Do not download a library ebook to ADE software without authorizing the software first.

Download:

  1. sign in to your library account on the OverDrive site
  2. search or browse for ebooks
  3. borrow, visit your Loans page, and download the EPUB format
  4. open it in the Adobe Digital Editions software

Transfer:

  1. connect your ereader to your computer with the USB cable
  2. if you get a prompt to authorize your device, do so
  3. in Library View, drag the book icon on the right to the ereader icon on the left
  4. safely disconnect your device
  5. find the ebook on your device

Exceptions:

See these transfer instructions specific to the NOOK GlowLight Plus. If you get errors, please contact Barnes and Noble for help.

If you wish to use a computer to transfer books to any model of Sony Reader, please install and use the Sony Reader Library software following the instructions in your user guide.

What about this new Libby app?

This is several questions in one. Meet the new Libby app for OverDrive downloadables.

Will the Libby app replace the OverDrive app? No. If you’re a current user of the OverDrive app and love using it, please keep doing so. Whether you’re a new user or a current OverDrive app user interested in a new reading experience, give Libby a try.

Can I use both the OverDrive app and Libby at the same time? Yes, but we recommend using one or the other for the best experience because the apps are not fully synced.

What features are not available in Libby? OverDrive is expecting to update Libby with important features like accessibility and multilingual support by Fall 2017.

How will Libby users find Help and Support? Libby help is available at https://help.libbyapp.com and is also available via the Tips & Secrets option in the app’s menu. OverDrive will provide direct support for the Libby app (but you are still welcome to call and ask us, 215-8700).

What can I do if Adobe Digital Editions stops working?

The Adobe Digital Editions software doesn't let you know when there is an update, so you probably need to uninstall it and install the latest version.

After installing the latest version of the software, if it does not recognize your Adobe ID, test your Adobe username and password by signing in on Adobe.com. If you can sign in, then you haven't forgotten your password, but while you are there you should go ahead and change your password to something that meets their current requirements (or see below about authorizing with an OverDrive account).

Try erasing the authorization in Adobe Digital Editions under the Help menu. If it does not work, then you will need Adobe support to help you get Adobe Digital Editions to erase your authorization. You can start an online chat through the Contact Options : Chat on the Adobe support for Digital Editions page. Explain to them that after installing the latest version of the software, it does not recognize your Adobe ID and you need to erase the authorization.

After Adobe support helps you de-authorize Adobe Digital Editions, you can authorize it with the Adobe ID or, even better, with an OverDrive account.

What's with the sign up or sign in step in the OverDrive app?

You will be using two accounts for downloadables: an OverDrive account to authorize the app, and your library account to check out titles. Here's OverDrive's explanation of the OverDrive account

When you first launch the OverDrive app after installing it, you get three choices for authorizing the app with an OverDrive account: library card number, Facebook, or an email address and password. We recommend the email address and password option, as it comes with the most account features and benefits.

Some app errors might be resolved by deleting and re-installing the app, in which case you will authorize the app again by signing in. You should use the same method—such as email address and password, or Facebook sign-in—that you used previously, if you want to be able to download books that were already checked out to you and downloaded before you deleted the app.

How do I download an RBdigital audiobook to a tablet or smartphone?

  1. Read RBdigital help. While you're there, click "Register" in the top right corner and set up your account.
  2. Install the RBdigital app on your mobile device and launch the app, or install the MediaManager app on your computer.
  3. Follow directions on screen to find the library and sign in to your RBdigital account. 
  4. Select a title, check out, then tap play.
  5. The audiobook may automatically start downloading; check your auto-download settings from the menu (the hamburger button in the upper left).
  6. Call 215-8714 if you have any questions.

How do I return a downloadable?

If you used Adobe Digital Editions 2.0 or higher on a computer

Open Adobe Digital Editions on your computer and go to Library view. See the book you want to return, in the right-hand column? Right-click on the book to see the option to return it.

If you got a Kindle ebook

Sign in to your Amazon account and go to Manage Your Content and Devices. See the Actions button to the left of the title? Click that to see the option to return it.

If you use the OverDrive app on Android or iOS (iPod touch, iPad, iPhone)

Open the app and go to the Bookshelf. Press and hold a title to display the return options.

If you downloaded an audiobook on a computer

Windows: Open Overdrive Media Console and select the title you would like to return. Click the Delete button to display the return and delete options.

Mac: OverDrive Media Console for Mac does not currently support the return feature.

How do I renew a downloadable?

Renewing on OverDrive is through a "Request again" link that appears on your OverDrive Loans page three days before a loan's expiration, if there is no one waiting for the title. Read more

Why does the catalog say that a downloadable ebook or audiobook is available, when it isn't?

This happens because our catalog computer system is not in real-time communication with the OverDrive and OneClickdigital computer systems for the status of an item. When you find a description of a downloadable ebook or audiobook in the online catalog, the catalog says "1 copy available at Online Collection in Online" meaning that we own a downloadable copy, but the book may be currently checked out from OverDrive. The records in the catalog are meant to help people understand that we own downloadable copies, but if downloadables are all you are interested in, you are best served by using the e-media services directly rather than searching our catalog.

What do I do if I can't find a downloadable ebook or audiobook on hold in my account?

Downloadables are checked out through a different computer system from your library card account, although you sign in with the same card number and PIN.

Did you get a replacement library card since placing the hold? If so, your OverDrive account was probably never switched over to your new card number. Call 215-8700 and request that your downloadables account be moved to your new number.

What is the date on the email notifying you that an ebook is available? Maybe the hold expired, if you have turned off automatic hold checkout (in your OverDrive account settings). You get four days to check out an item before the hold expires, including the time required for emailing the notification.

How do I download magazines to a tablet or smartphone?

Begin on the library's RBdigital partner site; create an account and, if you choose, you can go ahead and start checking out magazines.

On your tablet or smartphone, install the RBdigital app from your device's app store; then sign in to your account.

As soon as you sign in to your account on the app, any magazines you already checked out will be available for download. You can select and download magazines within the app, also.

You do not need to return them at any time; they are yours to keep.

Which ebook reader should I buy?

Look closely at compatibility

Most e-reader brands will be EPUB compatible, so they will work with books you might find through libraries and a wide variety of other sources, free or otherwise.

Kindle does not support the EPUB format, which pretty much limits you to the Amazon ecosystem (*see footnote below). There are some publishers that are not distributing through Amazon; meanwhile, Amazon is trying to court publishers and authors to be exclusive to the Kindle ecosystem. With either format, therefore, some ebooks will be unavailable to you. All of the Library's ebooks to date are either EPUB or PDF compatible, while not all of them are Kindle compatible. If the publishers won't work with Amazon, it means that the library's books from those publishers also can't go to Kindles. 

Buying one for your travels?

The other thing to think about is ease of loading library books onto the device when you're not at your own computer. With most electronic ink models, you must side-load (via USB connector) library books from a computer that's been authorized to you (Digital Rights Management, DRM, being used to track the loan period and expire the book). This makes it difficult to get new library books loaded while you're traveling. Load up before you leave home.

The Kobo Aura One allows you to borrow ebooks directly from us (more details), so there's no need for an authorized computer for loading library books.

The Kindles with electronic ink and Wi-Fi allow you to sync over Wi-Fi for delivery of the book, but you still have to perform the checkout in a Web browser. It can be any computer, though—the computer doesn't have to be authorized to your account. That makes it easier to get new books while you travel. You could even use a browser on your smartphone.

Smartphone and tablet

If you use a tablet or smartphone for reading your ebooks, you aren't subject to any of these limitations. You can read Kindle and EPUB formatted ebooks (using different apps) and load them wirelessly any time, anywhere you have Internet connectivity. You can also use our RBdigital downloadable magazines. There are some disadvantages: you may have eyestrain, the screen may be difficult to read in bright direct sunlight, they're not as comfortable to hold, they're more expensive, and the battery runs out faster. And since they perform so many computer functions, you might be distracted from the reading you want to be doing.


*EPUB files that are not protected by DRM can be converted to a Kindle-supported format through the use of Calibre software. Library ebooks are DRM protected.

Media

About compact discs, DVDs, and tapes

How do I use library Blu-Ray discs?

We now offer a selection of films on Blu-Ray, a high-definition disc format that offers a higher quality picture and better sound than standard DVD.

  • Blu-Rays circulate just like our DVD collection, up to 5 at a time for 1 week
  • Blu-Ray discs must be played on a Blu-Ray player
  • Blu-Ray players also play DVDs
  • Some of our Blu-Ray items are "combo" packages that also include a DVD copy of the movie
  • Search using the term "Blu-Ray"; Blu-Ray-only packages have a call number beginning with BLU-RAY, while combo packages begin with call number DVD

What can I do if my disc won't play?

We can repair most DVDs and CDs. Please notify staff of problems when you return the item.

What should I do if I check out an item with a missing or incorrect disc or tape?

Please alert circulation staff when you return the item. If you must leave it in a drop box, include a note with the item explaining the problem.

Services

Some of the things we do; see the Services page for more

How do I request library materials?

You can:

  • reserve things that are checked out
  • request things to be transferred to the location nearest you
  • request that we buy or borrow something that's not in the collection

Does the library have wireless Internet?

Wireless Internet (Wi-Fi) access for properly equipped laptops, tablets and other devices is available at all of our locations.

 

Does the library have meeting rooms for public use?

Meeting rooms are available for public use at several branches and the Lawson McGhee Library during normal library business hours.

Read the meeting room policy

Reserve a meeting room

Can I borrow equipment from the library?

Sights and Sounds at Lawson McGhee Library has the following equipment for rental:

  • Overhead transparency projector
  • Portable projection screens: 50" x 50" and 70" x 70"

Each item rents for $2.00 per evening and must be picked up and returned to Sights and Sounds during open hours. Library card holders in good standing may rent equipment. Contact us at 865-215-8714 for more information.

We do not lend digital projectors. Local companies that do so can be found in the yellow pages under "Audiovisual Equipment."

Does the library have a typewriter?

Yes, at Lawson McGhee Library. It's located in the reference area, along the back wall.

Can I get something notarized at the library?

We don't offer notary service, but the Knox County Clerk's offices do, for a small fee.

Can I register to vote?

Yes, at public libraries and several other government offices.

Can I get something FAXed?

These branch libraries offer FAX services. Call one of them for details:

Sending locally: $.50 per page (no charge for cover sheet)

Sending long distance: $1.00 per page, long distance (no charge for cover sheet)

Receiving: $.50 per page (no charge for cover sheet)

What is Imagination Library?

Imagination Library mails one new, age appropriate book each month to any Knox County child from birth until age five at no cost to the family.

¿Ofrece la biblioteca de servicios para los Hispanohablantes?/ Does the library offer services for Spanish speakers?

Sí, la biblioteca ofrece libros, DVDs, música, y bases de datos para los hispanohablantes. Nuestra colección incluye los recursos para los adultos, los jóvenes y los niños. Si necesita ayuda para acceder a materiales en bibliotecas o recursos locales, pídanos

Yes, the library offers books, DVDs, music, and databases for Spanish speakers. Our collection includes resources for adults, teens, and children. Let us know if you need help accessing materials in our collection or local resources.

Databases

Our deep, rich research and interactive services

What is a database?

A library database is a searchable collection of information about published works or reproductions of the full content of published works such as magazine and newspaper articles, encyclopedias and other reference books. Unlike websites that are open to view by all, library databases are selected for subscription based on their quality, and only authorized library users may connect to the databases that the library pays for.

I just used XYZ database this morning, so why won't it work now?

When you connect to a database using a link on the library's website, several technical things happen behind the scenes to get you access to the resources. You might be required to enter your library card number, which permits you a session with that database for a limited time. Maybe your earlier session with the database has timed out. Just go back to the library's website and follow the link again to establish a new session. If that doesn't work, close the window and start up your web browser (Internet Explorer, Firefox, Chrome, Safari, etc.) again. Call the reference desk if you still have trouble.

What about a database that doesn't ask for my library card number?

Some of the databases are provided to all Tennesseans by the Tennessee Electronic Library (TEL). In most cases, the method that authorizes you to use these databases is not your library card number, but your location within Tennessee. Each database provided by TEL is noted in the database description with a link that takes you to the TEL website. If you have trouble using our link to one of these databases, you can try connecting to it from the TEL website. 

If a TEL database prompts you for your library card number and PIN, that may be because Knox County Public Library has paid for additional resources to be included in the database beyond what is available on TEL. You can still use the TEL database and not be missing too much, if your library card sign-in doesn't work.

Which databases are not available from home?

Due to restrictions in licensing, these information services must be used in a library facility:

Computer tech

Library apps, software and hardware available to you

Is there a scanner?

There's a self-service scanner at Lawson McGhee Library optimized for scanning documents, but you can also scan photographs. Output your scans to a USB drive, Google Drive, email address, or to a mobile device via QR code. File types include quick PDF, searchable PDF, jpeg, RTF (editable text), and MP3. Scan a text document and output to MP3 to listen to the text read aloud using synthesized text-to-speech.

What software is available on public computers?

Our computers run Windows 10 with the Edge and Chrome web browsers. Applications include:

  • Office 2016: Word, Excel, PowerPoint, Publisher
  • Audacity
  • Gimp 2
  • Paint 3D
  • Paint.net
  • iTunes
  • OverDrive

Does the library have apps?

Apps for your tablet or smartphone make it easy to search, get information, and download media.

I think my copyright was violated at a library; whom do I contact?

Designated agent for notification of claimed copyright infringement: Myretta Black, Director, Knox County Public Library
500 West Church Avenue, Knoxville, TN 37902
Phone: 865-215-8703
Fax: 865-215-8734
Email: director@knoxlib.org

Website

Explaining features of the website

What are the keyboard shortcuts for navigating this website (access keys)?

For improved accessibility, access keys are set for the main navigation menu and quick links to popular destinations in the site.

What do I do if I find an accessibility problem with the website?

Knox County Public Library is committed to making this website accessible to the widest possible audience. If you are experiencing difficulty accessing any element of this web site, please let us know. Please describe the nature of the problem and the section where the difficulty was found. We will do our best to provide you with the information you require. Please contact us at webmaster@knoxlib.org.

Why do I have to enter my library card number so often?

Many of the wonderful resources we offer are only for users of Knox County Public Library, not everyone in the world. Your sign-in authorizes you to use the resources, but your authorization can expire and then you'll be prompted to sign in again. Because these resources are on different systems, one single sign-in does not get you access to everything. 

Saving your sign-in (and suggesting that information to you as you type) is a feature of the software that you use to access the site. If you may have told your browser in the past not to save your sign-in, you need to go into the settings of your browser to change that. Then you should be able to simply type 4 and your browser will suggest the rest of your number, and probably your PIN as well.

You will still need to type in your sign-in to access any other resource that your browser has not yet remembered. For example, your browser may fill in your library card number for your account on OverDrive, but not for access to Value Line. They are completely different systems.

How can I get back to this website without having to use the back button a hundred times?

This site links to many different systems—your account and the catalog; downloadable books and magazines; databases and more. When a link goes away from this website, you'll see a tiny icon to the right of the link, indicating that it's an external link. That's your warning that you might want to open the link in a new tab so that it's easier to come back to our site after you finish using that resource.

To open a link in a new browser tab, computer users generally right-click a link for the context menu and users of handheld devices generally tap and hold the link. The wording of options in the menu will vary, but you may see open in a new tab, open in a new page, or open in a new window. Experiment to see what works best for you.

You might want to configure a setting for how your browser behaves when opening a new tab. For example, Safari users (iPad, iPhone) can set tabs to open in the background. Users of other browsers can also check their browser's app menu for settings to see what options there are.

Also, set a bookmark for the library's website in your browser, or a shortcut on your home screen (or desktop screen). Then you can quickly get back to using the library, no matter how far away you've roamed.

Need help with these suggestions? Call the reference desk and be able to tell us what device you're using and the name of the app (or browser). We'll do an Internet search for instructions and try to walk you through them.

Library work

For jobs and volunteering

How do I apply for a library job?

Complete a job application form and submit it to the Knox County Human Resources department.

How do I volunteer at the library?

Volunteer applications are accepted for help in the library and for programs and events such as Imagination Library, Books for the Homebound, and the Children's Festival of Reading.

 
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