Recording E-Resource Troubleshooting Transactions (LTS Procedure #141)

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 created: January 2016

Date of next review: January 2017

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" secton:

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)": Use one of these values, round up: 5, 10, 30, 60.  Duration refers to the amount of time spent interacting with the patron, and some of the prep work done to fulfill this interaction.  If additional time is spent after communication is over with the patron, then please use the "notes" in the "optional" section for additional followup.
3. "Notes":  Add information about waiting for publishers, etc.
4. "Mode":  "Email" in most cases, but other methods may be used, such as "phone."
5. "Content/type":  "information" or "software/systems"
6. "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.
7. "Patron type":  If you know patron type, record it.  Otherwise use "unknown."
8. "As liaison":  Leave blank.

D.  Information recorded in the "Optional" section:

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. #blockednetid - patron netid blocked, probably due to a compromised netid, and/or an excessive downloading event
   2. #cookies - issue solved by clearing cache and cookies
   3. #excessivedownload (maybe #excessiveDL for brevity)- publisher notification of an excessive downloading event
   4. #ezproxy - resource needed to be added to ezproxy, or needed an ezproxy tweak
   5. #eternal - referring to issues which seem to take forever to resolve
   6. #festering - well, we just liked this one
   7. #holdings - the holdings information was incorrectly represented in our catalogs
   8. #openurl - issues related to openURLs, such as the problem reports we get from ProQuest
   9. #payment - we have not paid the publisher, either through our fault or theirs
   10. #permit - permits associated with the patron netid don't allow access to CUL resources
   11. #url - issues related to the url, such as link no longer working
   12. #walkthru - spent time with the patron on the phone, or through email, explaining each step of the process to get access
   13. #missing_content - content is missing; may be a corrupt file, or a pdf which is not there
   14. #activation - resource needs to be activated, or re-activated