Scope: LTS staff who interact with patrons should record information about these transactions in the CUL Count-It system.
Contact: Adam Chandler, Liisa Mobley
Unit: E-Resources
Date created: January 2016
Date of next review: January 2017
URL for Count-It: http://countit.library.cornell.edu/
Record questions as you go. Record everything. Make it quick.
Do not include patron identifying information in the report.
In the "Profile" secton:
Login with netid
Staff type: other staff
Unit: LTS
Location: library office
In the "Question" section:
Question type: Knowledge
Duration (in minutes): Use one of these values, round up: 5, 10, 30, 60,
Notes: Add information about waiting for publishers, etc.
Mode: Email, almost always
Content/type: software/systems
Patron type: If you know patron type, record it. Otherwise use unknown.
As liaison: Leave blank
In the "Optional" section:
Topic: Enter a value. For example, roper ipoll, books24x7
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.