Page History

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1. "Question type": "Knowledge"
2. "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".
   
   1. "Notes":  Add information about waiting for publishers, etc.
3. "Mode":  "Email" in most cases, but other methods may be used, such as "phone."
4. "Content/type":  "information" or "software/systems"
5. "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.
6. "Patron type":  If you know patron type, record it.  Otherwise use "unknown."
7. "As liaison":  Leave blank.

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1. "Topic":  Enter a value, such as the name of the resource involved.  Example: roper ipoll, books24x
2. "Other staff involved":  If you collaborated with other staff, add their names.
3. "How did patron find us": Libit-l, almost always.  Might be Proquest, personal email.
4. "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:
   1. #activation - resource needs to be activated, or re-activated; replacement access needs purchased
   2. #blockednetid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
   3. #browser - issue related to the browser; ex. cache and cookies, browser extensions, specific browser issues
   4. #excessivedownload (maybe #excessiveDL for brevity)- publisher notification of an excessive downloading event
   5. #ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
   6. #eternal - referring to issues which seem to take forever to resolve
   7. #festering - well, we just liked this one
   8. #holdings - the holdings information was incorrectly represented in our catalogs
   9. #IP- IP list incorrect at vendor's end
   10. #migration - issues related to migration of content to new publisher platforms - also include migration issues when one journal sold to another publisher????
   11. #missing_content - content is missing; may be a corrupt file, or a pdf which is not there, author does not allow access to article
   12. #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
   13. #payment - we have not paid the publisher, either through our fault or theirs
   14. #permit - permits associated with the patron netid don't allow access to CUL resources
   15. #url - issues related to the url, such as link no longer working
   16. #user_limits - patron runs into problems with access due to user limits
   17. #vendor_records - ex.  records pulled for unknown reason, or record not pulled out in time (Safari), cataloging errors
   18. #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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