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- "Question type": "Knowledge"
- "Duration (in minutes)": Duration refers to the amount of time spent interacting with the patron, and some of the prep work done to fulfill this interaction. Round up to the nearest 10 5 minutes. If additional time is spent after communication is over with the patron, then please use the "notes" in the "optional" section for additional followup. Indirect patron interaction, then record "0".
- "Notes": Add information about waiting for publishers, etc.
- "Mode": "Email" in most cases, but other methods may be used, such as "phone."
- "Content/type": "information" or "software/systems"
- "Time": the Count-It system will time-stamp your entry with the time you save it. Note: If you submit all of your Count-It reports in one batch, such as at the end of your LIBIT shift or the end of the day, be sure to update this field accordingly for each report.
- "Patron type": If you know patron type, record it. Otherwise use "unknown."
- "As liaison": Leave blank.
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D. Information recorded in the "Optional" section (this is mandatory for us - do not forget it!): Anchor Information recorded in the Optional section Information recorded in the Optional section
- "Topic": Enter a value, such as the name of the resource involved. Example: roper ipoll, books24x
- "Other staff involved": If you collaborated with other staff, add their names.
- "How did patron find us": Libit-l, almost always. Might be Proquest, personal email.
- "Notes": Keep it brief. We have discussed using hashtags to simplify record keeping, and possibly use the hashtags to survey which types of problems arise frequently. Possible hashtags:
- #activation - resource needs to be activated, or re-activated; replacement access needs purchased
- #blockednetid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
- #browser - issue related to the browser; ex. cache and cookies, browser extensions, specific browser issues
- #excessivedownload (maybe #excessiveDL for brevity)- publisher notification of an excessive downloading event
- #ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
- #eternal - referring to issues which seem to take forever to resolve
- #festering - well, we just liked this one
- #holdings - the holdings information was incorrectly represented in our catalogs
- #IP- IP list incorrect at vendor's end
- #migration - issues related to migration of content to new publisher platforms - also include migration issues when one journal sold to another publisher????
- #missing_content - content is missing; may be a corrupt file, or a pdf which is not there, author does not allow access to article
- #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
- #payment - we have not paid the publisher, either through our fault or theirs
- #permit - permits associated with the patron netid don't allow access to CUL resources
- #url - issues related to the url, such as link no longer working
- #user_limits - patron runs into problems with access due to user limits
- #vendor_records - ex. records pulled for unknown reason, or record not pulled out in time (Safari), cataloging errors
- #walkthrough - spent time with the patron on the phone, or through email, explaining each step of the process to get access
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