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Scope: LTS staff who interact with patrons should record information about these transactions in the CUL Count-It system.  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.

Contact:  Adam Chandler, Liisa Mobley

Unit: E-Resources

Date last updated: January 12/2017

Date of next review: January 2018

About the Count-It system

Information included In the Profile section

Recording E-Resources Troubleshooting and Responses to Other Patron Queries (LTS Procedure #141)

Recording E-Resources Troubleshooting and Responses to Other Patron Queries (LTS Procedure #141)


A.  About the Count-It system:

  1. URL for Count-It: http://countit.library.cornell.edu/
  2. Count-It help: https://confluence.cornell.edu/display/countit/Help
  3.  Email list if you have questions: cul-countit-l@cornell.edu 
  4.  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.
  5. Do not include patron identifying information in the report.

 

B.  Information included In the "Profile" section:

  1. Login with netid.  Your netid will be pulled automatically into the profile.
  2. "Staff type": other staff
  3. "Unit": LTS
  4. "Location": library office

C.  Information recorded in the "Question" section:

  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 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. 
    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.

 

D.  Information recorded in the "Optional" section (this is mandatory for us - do not forget it!):

  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. #blocked_netid - 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. #excessive_download - 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. #platform - major or minor issues with the publisher or provider platform
    16. #url - issues related to the url, such as link no longer working
    17. #user_limits - patron runs into problems with access due to user limits
    18. #vendor_records - ex.  records pulled for unknown reason, or record not pulled out in time (Safari), cataloging errors
    19. #walkthrough - spent time with the patron on the phone, or through email, explaining each step of the process to get access
    20. #withdrawal - content has been pulled

 

 


 

 


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