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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.

Contact:  Adam Chandler, Liisa Mobley

Unit: E-Resources

Date last updated: 01/5/2018

Date of next review: January 2019

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

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 LibAnswers:

  1. URL for LibAnswers:  http://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.
  2. LibAnswers help: https://ask.springshare.com/libanswers
  3.  Email list if you have questions: e-resources-l@cornell.edu
  4. Reference staff may submit questions directly to our queue in LibAnswers, and emails from patrons can also be forwarded to the email, Cornell E-Resources Team <incoming@cornell.libanswers.com>, which will then load the question into LibAnswers.
  5.  Record all transactions and approximate time spent with patrons.  Make it quick - you don't need to add a lot of detail.
  6. 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 to record when closing up the ticket:

Once you have completed your troubleshooting work, and you are ready to close the ticket, fill in the following fields at the bottom of the ticket.

  1. "Add to FAQ Group" leave as "Do not add to FAQ Group"
  2. "Unit" - LTS
  3. "Location" - usually, this will be "library office"
  4. "Duration" -  Duration refers to the amount of time spent interacting with the patron, and some of the prep work done to fulfill this interaction.  
  5. "# Patrons" - This will usually be just one patron.
  6. "Patron type" -  If you know patron type, record it.  Otherwise use "unknown."
  7. "Mode" - Should be "email"
  8. "Content/type" -  "information" or "software/systems"
  9. "Prep/follow-up" - If additional time is spent after communication is over with the patron, record the time here.
  10. "Staff type" - "Other staff"
  11. "Internal Note" - Record the appropriate hashtags; the list is below.


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.  If you worked on a problem and then sent it to someone else to finish, use this field, too.  If you just forward a problem without working on it, do not record it as one of your Count It! issues.
  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. #false_alarm - problem resolves prior to us looking at it
    7. #festering - referring to issues which seem to take forever to resolve
    8. #holdings - the holdings information was incorrectly represented in our catalogs
    9. #IP- IP list incorrect at vendor's end
    10. #metadata_error - may be a cataloging error (either Cornell's or vendor-supplied), or a Summon, 360 Link, or other system metadata error
    11. #migration - issues related to migration of content to new publisher platforms; also include migration issues when one journal sold to another publisher
    12. #missing_content - content is missing; may be a corrupt file, or a pdf which is not there, author does not allow access to article
    13. #multiple_platform_error - content is posted on more than one platform, but we might not have full access on all platforms; patron generally wants access on the platform that does not give full access
    14. #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
    15. #payment - we have not paid the publisher, either through our fault or theirs
    16. #permit - permits associated with the patron netid don't allow access to CUL resources
    17. #platform - major or minor issues with the publisher or provider platform
    18. #subscription - ex. desired holdings not included in our subscription, or we missed a journal moving to another publisher
    19. #url - issues related to the url, such as link no longer working
    20. #user_limit - patron runs into problems with access due to user limits
    21. #vendor_records - ex.  records pulled for unknown reason, or record not pulled out in time (Safari)
    22. #walkthrough - spent time with the patron on the phone, or through email, explaining each step of the process to get access
    23. #withdrawal - content has been pulled; may refer to e-book, e-journal, database, or other content

 

 


 

 


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