Scope: LTS staff who interact with patrons should record information about these transactions in the CUL Count-It system. In 2019, the e-resources troubleshooting staff moved to using the integrated statistics counting feature in LibAnswers, and no longer uses Count-It to record transactions; the following procedure has been updated accordingly. LTS Procedure #141 refers to troubleshooting of library resources on the behalf of patrons. Note: If you are involved in any presentations for academic departments or students, please refer to the information about reporting presentations.
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Date of next review: January 2019
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Recording E-Resources Troubleshooting and Responses to Other Patron Queries (LTS Procedure #141)About the Count-It system
Information included In the Profile section
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Recording E-Resources Troubleshooting and Responses to Other Patron Queries (LTS Procedure #141)
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A. About the Count-It systemLibAnswers:Anchor About the Count-It SystemLibAnswers About the Count-It SystemLibAnswers
- URL for Count-ItLibAnswers: http://countit.library.cornell.edu/cornell.libanswers.com/ and you can log in by clicking on the link at the bottom of the page. You can also log into: https://cornell.libapps.com/libapps/login.php, which includes all SpringShare products - you will have to chose LibAnswers after logging in.
- LibAnswers Count-It help: https://confluenceask.cornellspringshare.edu/display/countit/Helpcom/libanswers
- Email list if you have questions: cule-countitresources-l@cornell.edu
- Record questions as you go. Record all transactions and approximate time spent with patrons. Make it quick - you don't need to add a lot of detail.
- Do not include patron identifying information The initial report will pull in netid of the patron in the report, but this will be anonymized in a matter of days.
B. Information included In the "Profile" section:Anchor Profile section Profile section
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