SparkRef
Virtual Reference Software
Training & Reference
Manual
 
Revised Edition
November 2010
 
Don Boozer
KnowItNow24x7 Coordinator

 

1          Introduction

The software you are using grew out of a collaboration between Ohio's KnowItNow24x7 virtual reference service and L-Net, the Oregon Libraries Network online reference service. In 2007, both Ohio and Oregon saw the need for new virtual reference software platforms but were unable to find any one product meeting all their needs. In consultation with the State Librarians of Ohio and Oregon (Jo Budler and Jim Scheppke, respectively, at that time), Cleveland Public Library (the administrative center for Ohio's KnowItNow24x7) and Multnomah County Library (the home base of Oregon's L-Net) began collaborating on bringing the needed software to fruition.

 

The present software is the result of that joint project and is based on the open source Spark cross-platform real-time collaboration client from Jive of Portland, OR. The Spark client incorporated an instant messaging platform known as Fastpath. Not being specifically designed to handle a virtual reference service, Spark was enhanced by Source(N), a software developer in San Jose, California, for this purpose.

 

The new software was implemented on September 1, 2008, and is being utilized by both Ohio’s and Oregon’s virtual reference services with servers located at Cleveland Public Library in Ohio.

 

In mid-2009, a new round of development was initiated to add some features to the Spark client as well as to update the Openfire server. At that time, a versioning system was installed in Spark and the client has been renamed, for the use of KnowItNow24x7 and L-net, SparkRef.

 

2         Definitions

Some terms used in this manual may be new to library staff who previously provided service on KnowItNow24x7 and L-Net. This short glossary gives basic definitions of these words and how they are used in the text.

 

Agent

The library staff member who logs in, answers questions, etc. The agent is contrasted with the user/customer/patron.

 

Client

The SparkRef software residing on the Agent's computer.

 

Co-Browser

The Internet browser within Fastpath. Agents should NOT use this feature but rather cut-and-paste URLs directly into the chat with the user (See Section 23)

 

Customer

Another name for user or patron.

 

Fastpath

The aspect of the SparkRef software through which users' questions are answered. In a hierarchical relationship, Fastpath is dependent on SparkRef; however, many SparkRef functions can work independently of Fastpath.

 

Idle

When an agent is idle, he or she cannot receive any incoming messages which is not desirable. The default in SparkRef is for this option to be unchecked. See here for more on being Idle.

 

Macro

A series of commands and procedures identified by a single name. In this software, macros are used to manage the Canned Responses (See Using and Editing Canned Responses).

 

Queue

A sub-group of a workgroup. The agent can be part of more than one queue. This is set up when accounts are created by administrators.

 

Resolution Code

One of the options displayed after an agent ends a conversation showing the final outcome of the transaction. See Section 24.4.1 as well as the KnowItNow24x7 Provider Handbook

 

SparkRef

SparkRef is the name of the virtual reference software which is based on an open source software product called Spark. It was originally developed by Jive and is part of Ignite Realtime, the community site for the users and developers of Jive Software's open source Real Time Communications projects.

 

Toast Popup

A small window which "pops up" in the lower right of your monitor screen (see Section 7.1.6.1.)

 

User

The person asking questions through the service; the patron. Also referred to as a customer or patron.

 

Workgroup

The primary group to which an agent belongs in Fastpath. The agent can only be logged into only one workgroup at a time but can belong to several workgroups. One workgroup can include multiple queues.

3         Installing and Accessing the Software

The most up-to-date downloading instructions for SparkRef are posted on the KnowItNow24x7 Provider page at http://provider.knowitnow.org/content/installing-and-downloading-sparkref. Instructions for Windows, Mac, and Linux are available. If you have any questions on this process, contact support@knowitnow.org.

 

4         Logging into SparkRef

 

The image above shows an example of the login window that is used to login to SparkRef. This is the screen where the agent's Username, Password, and Server information will be input or stored. The password can be saved once the information is entered. This window will "disappear" after you log in. When the Username and Password are entered correctly (or displayed), simply click the Login button at the bottom right of the window to login to the system.

 

4.1      Auto Login

Another option will be to have the SparkRef software automatically login when the computer is turned on. Simply check the "Auto Login" option.

4.2      Remember Username and Password.

KnowItNow24x7 agents are highly encouraged to keep their SparkRef Username and Password in a secure location for reference in cases such as using another computer, after deleting one’s Profile, etc.

 

5         The SparkRef Client: Your "Control Panel"

Below is an example of what the Client looks like after logging into SparkRef by following instructions in Section 4. A detailed look at all the functions of this "control panel" are given beginning in Section 7.

 

 

6         Logging into Fastpath

As a final step to receive incoming KnowItNow24x7 chat messages from users, the agent must login to Fastpath. You can use the SparkRef IM functions and some other aspects of the client without logging into Fastpath (as well as receive IM from other services (see Section 26), but the agent MUST BE LOGGED INTO FASTPATH for his or her web chat virtual reference shift.

 

6.1. Click the Fastpath tab at the bottom of the SparkRef client:

 

6.2. Choose the correct Workgroup to join from the pull-down menu (in middle of SparkRef client):

 

 

6.2.1. Note that not all agents will be a part of multiple workgroups. If you are only part of one workgroup, you will be automatically logged into that workgroup.

 

6.3. Click Join. You are now logged into Fastpath and the SparkRef client will display the message "Logged into the ***** Workgroup" (with ***** replaced by the name of the workgroup chosen).

 

 

6.4. If the Auto Login is checked (under Save Password on the SparkRef Client), the agent may see that he or she automatically joins the workgroup when the "control panel" loads. If it does not happen to be time for your library's virtual reference shift, simply click Logout next to the workgroup name. This will disconnect the agent from Fastpath but still keep the agent able to IM other agents, to be IM'd by other agents, and otherwise take advantage of SparkRef's other functions.

 

7         Options Along the Top of SparkRef Client

 

 

7.1      SparkRef (Top Left Corner of Client Screen)

 

 

7.1.1     Preferences

The first option under SparkRef () allows the agent to change a number of settings on the client. Many of these should remain in the default setting, but several are customizable and may make using the software a better experience for the agent and customer.

7.1.1.1   Chat: General Chat Settings

 

7.1.1.1.1 General Information: Change/Confirm Password

This will allow agents to change their own passwords. If an agent forgets a password, it can be reset by the KnowItNow24x7 Web Site Coordinator, but it cannot be retrieved. The agent would need a new password if the current one is forgotten or misplaced

 

7.1.1.1.2 Chat Window Information: Perform spell checking in background

If this option is checked, SparkRef will automatically spell check your chat messages as you type them (see Section 20.1). If not checked, you must click  within the Chat Window to spell check your message. See Section 18.1.

 

7.1.1.1.3 Chat Window Information: Disable Chat History

Do NOT disable chat history. This is where user transcripts will be accessible by the agent. See also Accessing Transcripts.

 

7.1.1.1.4  Chat Window Information: Chat tabs appear on top (Requires restart)

This requires a restart if changed, so it is recommended to NOT change this setting.

 

7.1.1.1.5 Chat Window Information: Allow users to buzz you

Check this option to allow other agents to use the Bell icon () to  you when IM'ing through SparkRef. This also appears in the window when an IM to another agent is initiated. When clicked, this "shakes" the other agent's IM window. Note that this only applies to IM'ing other agents through SparkRef, not customers. See also Alternative to Sending an Initial Message to the Contact Through IM

 

7.1.1.1.6 Chat Window Information: Allow Transfer of Chat to Specific Agent

It is highly recommended to NOT transfer to a specific agent since this kind of transfer does not send the customer's metadata. See Transferring.

 

7.1.1.1.7 Chat Window Information: Minutes before an inactive room becomes stale

The preferred alternative to allowing an inactive room to become stale is to disable the Time till Idle option.

 

7.1.1.1.8 Chat Window Information: Number of chats stored in history

This setting is customizable for each agent's account. The number entered is the number of conversations stored in the  link on the SparkRef client. ALL transcripts are accessible by other means as well (see Accessing Transcripts), but this option allows a certain number of transcripts to be readily available directly from the SparkRef client. 50 is the default; however, a lower number will allow for a quicker retrieval from the server. Setting this to a number between 5 and 15 is recommended.

7.1.2     Login Settings

Most of these settings are set by the Administrator and should NOT be changed. The options for individual agents are outlined below.

 

 

7.1.2.1   XMPP Port: DO NOT CHANGE!

 

7.1.2.2   Response Timeout (sec)

It is recommended to NOT change this setting.

 

7.1.2.3   Time till Idle (min) and Idle Enabled

The default in SparkRef is for this box to be unchecked. This will keep agents online and ready to take questions from the queue during their entire shift.

 

7.1.3     File Transfer DO NOT CHANGE!

This option does not need to be changed by the agent.

 

7.1.4     Sound Preferences

This gives the agent the option of when a sound is played, alerting him or her to a change in status of some aspect of the service.

 

7.1.4.1   Adding new sounds

By clicking on the  button to the right of each Sound option, new sounds can be downloaded. Agents may modify sound files; however, any unauthorized file changes may have detrimental effects on the software and should be avoided unless absolutely necessary. Please check with the Administrator before attempting.

 

7.1.4.2   Play sound when new message arrives

This option refers to incoming IM messages, NOT webchat messages from patrons.

 

7.1.4.3   Play sound when message is sent

This is somewhat redundant (since the agent will see the message appear in the chat box), but it is an option.

 

7.1.4.4   Play sound when user goes offline

This chime-like sound alerts the agent when the user has gone offline. Also somewhat redundant, but in an environment in which the agent is working with several users at a time, this may be useful. Turn on or off. The sound will also play when the agent ends the session as well.

 

7.1.4.5   Play sound conversation is transferred to Queue/Workgroup

Software development in 2009 added a new option to the Sounds menu:

This option (when checked) plays the same sound for incoming transfers as the sound for original customer sessions submitted to the service. The default is for this to be checked. If you are not getting a sound on transfers, verify that this box was not unchecked.

 

7.1.5     Appearance

Can be used to change appearance of agent's chat screen.

 

7.1.5.1   Emoticons

Emoticons are available, but their use is not necessarily encouraged in the virtual reference interview. Some browsers may or may not display them, and their use can sometimes be seen by the user as encouraging conversation not directly associated with his or her information needs.

 

7.1.5.2   Chat Room Font Size

This will change the font size in the agent's chat screen (on the next session). It cannot be changed when the agent is within a chat session. This does NOT change the patron's screen. Those setting have to be changed by the patron himself/herself.

 

7.1.6     Notifications

 

7.1.6.1   Show a Toast Popup

When enabled, this pops up a small window with the user's (or other agent's) messages as they are sent (alerting agent to a new message). This is useful when working with more than one chat at a time. Not only will the tabs on the chat interface alert the agent to new messages (See Typing/Connection Indicators), but a small pop-up window will also serve to alert the agent to messages from the user that the agent is not currently working with.

 

7.1.7     Edit My Profile

This is where the agent will enter information to be displayed when someone "mouses over" their name in the SparkRef client contacts list (accessible by clicking tab at the bottom of the SparkRef client) When doing so, remember that you are filling it out as a KnowItNow24x7 agent and NOT as your individual library (although you should include this information under Business as this will be helpful in other agents contacting a specific library). A screencast on how to change one’s display name is available at http://provider.knowitnow.org/KINdocs/video/Nickname/Nickname.htm.

 

7.1.8     Plugins: DO NOT CHANGE!

 

7.1.9     Log out

Log out allows an agent to shut down their SparkRef client; however, the client will then reappear as it did on Login. If the agent wishes to log in with a different username (or if a new agent is taking over a shift), Log out would be the most efficient option.

 

7.1.10  Log out with a reason

You can simply log out or choose to log out and leave a reason for your absence for others to see. Remember, this does NOT close SparkRef; it simply lets others know your status. Remember that everyone will see your reason when your account name is displayed in the contacts list. Keep these professional.

 

7.1.1     Exit

This will close down all SparkRef functions and the client will not reappear (as opposed to using Logout above). To completely log out and close your SparkRef client, the agent MUST use this option. Clicking the X in the upper right of the SparkRef Client will merely close the window and place it in the startup menu (the SparkRef icon  will appear in the bottom right of the screen, for example, if your computer is running Windows).

 

7.2      Contacts

 

7.2.1     Add Contact

This option allows you to add a contact to your Friends list.

 

7.2.2     Show Empty Groups

Contact groups which have no one logged into SparkRef will remain visible when clicking on this option. Clicking on this option will toggle it on and off.

 

7.2.3     Group offline users

Clicking on this option groups agents who are offline into one "Offline Group". Clicking on this option will toggle it on and off.

 

7.3      Actions

7.3.1     Start a conference...

This option allows agents to invite one or more other agents to a common chat room online. This is a good way to have an impromptu group chat with other agents via SparkRef.

 

To initiate a conference, first click on the  Start a conference... icon. This will pop-up the window displayed directly above. Then click on Roster and choose the agents to be invited to the conference. Multiple agents can be selected by holding down the Ctrl key on your keyboard and clicking each agent individually. Agents can rename their "Room" to reflect the topic of discussion or simply leave the default as assigned by SparkRef. For example, the default in the graphic above is don_UgH. Finally, click Invite to initiate the conference "room" in which the chat occurs.

 

7.3.2     Broadcast Message

This sends a message to other agents. Be aware that EVERYONE you choose to send to will receive the message you send.

 

7.3.2.1   Broadcast options

There are two ways to send a broadcast message: Regular IM or Alert. The regular IM will simply send an instant message to each agent.  The Alert will make a Toast Popup (See Section 2.14. Toast Popup) appear for a short time and then disappear. When sending a Broadcast, the agent must specify whether it is a Normal Message (comes to other agents as a regular IM message and stays until read and/or responded to) or Alert Notification (this message will arrive as a Toast Popup which will “popup” then disappear). The PREFERRED method of Broadcasting is the Normal Message since it allows for a longer reading time. The agent must also decide which group or individual agents to which to send the message. This is done by using the check-boxes on the right side of the Broadcast Message window (which appears after the Broadcast icon is clicked). To send, click OK. (See also Section 9.4)

 

7.3.3     Start a Chat

This can be used to start a chat with another agent; however, it is simpler to double-click on his or her name in one's Contacts list.

 

7.4      Bookmarks

These are the bookmarks loaded into Fastpath via the Co-Browser. These cannot be changed from this option. Agents are discouraged from using this feature but rather to cut-and-paste URLs directly into the chat with the user and to use their preferred browser's own bookmarks. (See Co-Browsing)

 

7.5      Help

Options under this heading link directly to Ignite Realtime's online user guides and forums. This provides information only on the original open source Spark client. Agents are encouraged to use this Virtual Reference Software Training & Reference Manual as their primary source of information.

 

7.5.1     Check for Updates

This should NOT be used by Agents to check for updates to the software. If any updates are forthcoming, KnowItNow24x7 agents will be informed via the regular communication channels from administrators (e.g., The Provider site, newsletter, Twitter, etc.)

7.5.2     View Logs

This option may be used when attempting to diagnose a problem with SparkRef.

 

8         Agent Status Indicator

This appears under the Agent's Login Name (upper left of SparkRef Client screen):

 

 

The text which appears here as the agent's name (i.e., Don - KIN24x7, in this case) is edited under Edit My Profile.

 

8.1      Available Agent Statuses

By clicking the displayed status, the available options are displayed: Free to Chat, Online, Away, Extended Away, On the Phone, Do Not Disturb. Status should be set to Online when agent is available for receiving questions; Away if momentarily away from the desk. BE SURE TO RESET MESSAGE WHEN RETURNING!

8.1.1     Set status message...

This is another way of choosing the agent's status. Note that changing the Status to Away during a chat or IM will NOT affect the session(s) in progress. It will simply preclude receiving new messages.

 

8.1.2     Edit custom status messages...

Keep these professional as these will be seen by all agents and administrators.

 

8.1.3     Difference Between Statuses

Primary difference in agent statuses is whether the "dot" is green  or not. If it is green, the agent is available and incoming customer questions will be received. If it is not green, the agent is NOT available and incoming customer questions will NOT be received.

 

9         Icons (Below Agent Status Indicator)

Descriptions appear when the agent mouse-overs.

 

 

9.1      Add a contact

(See also Contacts) This option allows you to add a contact to your Friends list.

 

9.2      Join Conference Room

Allows agent to join an active conference room. For a screencast on how to join a conference room, go to http://provider.knowitnow.org/KINdocs/video/JoinChat/JoinChat.htm.

9.3      View Downloads

Do not use.

 

9.4      Send a broadcast

This sends a message to everyone listed in your Friends list. Use this with caution as EVERYONE will receive the message you send. (See also Section 7.3.2.)

 

9.4.1     Broadcast options

There are two ways to send a broadcast message: Regular IM or Alert. The regular IM will simply send an instant message to each agent.  The Alert will make a Toast Popup (See Section 2.14. Toast Popup) appear for a short time and then disappear. It is preferable to send a regular IM so as to give everyone sufficient time to read the message. When sending a Broadcast, the agent must specify whether it is a Normal Message (comes to other agents as a regular IM message and stays until read and/or responded to) or Alert Notification (this message will arrive as a Toast Popup which will “popup” then disappear). The PREFERRED method of Broadcasting is the Normal Message since it allows for a longer reading time. The agent must also decide which group to which to send the message. This is done by using the check-boxes on the right side of the Broadcast Message window (which appears after the Broadcast icon is clicked). To send, click OK.

 

9.4.2     View Tasklist

Although not specific to virtual reference work, this is an option for keeping track of job tasks. The agent can enter specific tasks and dates and the SparkRef client will alert you when he or she logs on with a Toast Popup (See Section 2.14. Toast Popup). This can also be useful for alerting someone coming in the next day to follow-up on a reference question left unresolved from the previous day or other similar tasks.

 

9.4.3     View Notes

 

9.4.4     IM Icons

Commercial Instant Messaging (IM) Icons that have been loaded onto SparkRef appear at the end of this line. For example, in the graphic above, we see MSN, AIM, XMPP, and Yahoo! Messenger, respectively. This is where the agent can login to a commercial IM service and receive messages from these services through Fastpath. Please refer to Using Instant Messaging (IM) for Virtual Reference.

 

10   History | Conference | Macros

This line of functions lies directly below the "Logged into..." message when the Fastpath tab is selected on the SparkRef client and when agent is logged into Fastpath.

 

10.1 History

This is where transcripts ("Previous Chats") will be accessed. See also Section 28. Accessing Transcripts. KnowItNow24x7 transcripts are now available online to agents through the KIN24x7 Provider site (with a username and password).

 

10.2 Conference

This allows chat among Workgroup members.

 

10.3 Macros (Canned Responses)

This allows the agent to edit Canned Responses without being connected to a user.

 

10.3.1Editing Canned Responses in Macros

Click on Macros. This will bring up a screen displaying "Personal Macros." There is an "Initial Response" that is sent automatically to all users logging into the service. Below that are the individual "Canned Responses." You will see a "Response Name" and "Response Text." The "Response Name" will be what is displayed within the chat session selection. The "Response Text" will be what is actually sent to the user. (see Using and Editing Canned Responses for more information)

 

 

11   Online Agents | Current Chats | Queue Activity

 

11.1 Online Agents

(Below History/Conference/Macros) This shows all available agents logged onto Fastpath.

 

11.2 Current Chats

This displays online agents and their chats currently being conducted. The agent viewing this will NOT see her or his own current chats, only those of others in the Workgroup. The number of chats currently taking place will be displayed in parentheses (i.e., (1)) after "Current Chats" (as in the example above).

 

11.3 Queue Activity

Shows Name, # in Queue, Average Wait Time, Last Queue Activity.

 

12   Contacts | Conferences | Fastpath

 

12.1 Contacts

Highlighting this tab will display all your available contacts. These can be contacted via SparkRef's instant messaging function without being logged into Fastpath. (See Section 24.1. on how to send instant messages to Contacts.)

 

12.2 Conferences

Highlighting this tab will display all current conferences.

 

12.3 Fastpath

From this tab, agents will access all Fastpath functions including logging in to their virtual reference shifts.

 

13   Search Bar

 

The search bar at the bottom of SparkRef client can be used to search for Contacts using keywords

 

14   Logging into Fastpath

The agent must log into Fastpath to begin his or her virtual reference shift. Fastpath is utilized for agents' access to users' questions coming in through the web chat portal. Subsequent Parts of this manual will address other ways for the user to access the virtual reference librarian. First click the Fastpath tab at the bottom of the SparkRef client:

 

14.1 Choosing Workgroup

For agents assigned to only one workgroup, they will automatically be logged into their workgroup when they log into SparkRef. For agents assigned to more than one workgroup, they must choose which one they wish to log into at the beginning of their shift. Workgroups can be logged into and out of during a shift if necessary. If you are assigned to more than one workgroup, choose the correct Workgroup to join from the pull-down menu (in middle of SparkRef client):

 

 

14.2 Click Join

After clicking Join You are now logged into Fastpath and the SparkRef client will display the message "Logged into the ----- Workgroup" (with ----- replaced by the name of the workgroup chosen).

 

14.2.1  Join vs. Logout

When logged into Fastpath, the Join button will change to Logout. Click this button to logout of your KnowItNow24x7 shift and still stay logged into SparkRef.

 

 

14.2.2  Auto-Login

If the Auto-Login is checked (under Save Password on the SparkRef Client (see image in Section 4), the agent may see that he or she automatically joins the workgroup when the "control panel" loads. If it does not happen to be time for your library's virtual reference shift, simply click Logout next to the workgroup name. This will disconnect the agent from Fastpath but still keep the agent able to IM other agents, to be IM'd by other agents, and otherwise take advantage of SparkRef's other functions.

 

 

15   Accepting Sessions through Fastpath

 

15.1 Customer Waiting Alert

When a question is in the queue, a pop-up window and sound will alert the agent that there is an "Incoming Chat Request From [User's Screen Name]." This window has options for "Accept" and "Reject." The incoming user's Name, Email Address, and Question are listed on the pop-up window.

 

The patron will also see his or her own status in the queue. Both their position in the queue as well as their estimated "wait time" will be available to the user after they connect to the service and are waiting for an agent to accept the question.

 

15.1.1  Accepting Customers

Click . The user is then automatically connected to you.

 

15.1.2Rejecting Customers

This does NOT eject the user from the queue or cancel their request. Clicking  releases the user from the individual agent's Fastpath interface and puts them back into the queue for the next available agent to pick up. This will also automatically happen after a 20 seconds without hitting the  option.

 

15.1.3View more information...

To view the customer's complete question and metadata, click on View more information... in the left bottom corner of the Incoming Chat Request box.

16   Fastpath Chat Window

 

After accepting the user, a new window will open (similar to the image above). The chat window directly above is the window through which your interaction with the user will happen. The following sections will explain the various functions and uses of the different areas of this window and allow you to take full advantage of the Fastpath software.

 

16.1 "Accepting" IM messages

It should be noted that instant messages (IM) are also displayed in the chat window. These appear without the agent "accepting" them so be aware of extra tabs that appear in this window. You will be able to tell the difference from the different option icons along the right top of the IM's tab window. This applies to both SparkRef IMs from other agents as well as commercial IMs from patrons (See Section 26).

 

16.2 Chat Session Tabs

 

 

Within the chat session box, there are four tabs in the upper right area that can be useful for managing the questions and users being served.

 

16.2.1  User Info Tab

This tab contains the basic user information: Name, Email Address, Question, ZIP Code, Local Library, etc. Note that the user's question also appears as the first message in the actual chat.

 

16.2.2  User History Tab

This tab allows agents to see previous chats with the same username. By clicking on the tab, a list of previous sessions is retrieved. Double-clicking on any one session listed will retrieve the full transcript.

 

16.2.3Participants Tab

This tab shows the participants in the current session.

 

16.2.4Notes Tab

Notes can be added, but this feature is not fully enabled. Not recommended for use.

17   Using and Editing Canned Responses

 

Canned Responses are a quick way of sending pre-scripted messages to the user to facilitate the reference transaction. In Fastpath, there are several ways of editing these. One message can be set as the automatic "Welcome" message.

 

17.1 Accessing Canned Responses

The Canned Responses are accessed using the menu below where the chat transcript is displayed within the Chat Window. Click on  and three options will appear: "Global Canned Responses," "Personal" and "Edit Canned Responses."

 

17.2 Global Canned Responses

These canned responses are those which will be entered by Administrators and will be available to all agents. Clicking Global Canned Responses under Canned Responses will display a list of Response Names. These are the short titles assigned to each canned response. Choose the appropriate "name" and the full text of the response will be displayed in the chat window and can then be sent to the user by simply hitting Enter on the agent's keyboard.

 

 

17.2.1Global KnowItNow24x7 & Oregon

Agents will notice two sets of Global Canned Responses, one for KnowItNow24x7 agents and one for Oregon agents. It is recommended (unless you are an AfterDark provider) to stay with the specific global messages for the service for which you monitor.

 

 

17.3 Personal Canned Responses

 

 

These canned responses are those which each individual agent adds to his or her Fastpath client. These should be kept professional. Clicking "Personal" under "Canned Responses" will display a list of Response Names. These are the short titles assigned to each canned response. Choose the appropriate "name" and the full text of the response will be displayed in the chat window, and can then be sent to the user. Personal canned messages can be used for a variety of purposes; however, one of the more useful can be to respond quickly to a large number of similar questions. In the example image above, the agent has added Personal Canned messages for topics like "science fair question," "how far to moon," and "biology resources." The actual message for each of these can include a small amount of text and web links. After a science fair season or school topic has run its course, these kinds of canned messages can then be deleted and new messages added to client by individual agents.

 

17.4 Editing Canned Responses

17.4.1  Inside a Fastpath Session

You can edit canned responses inside a chat session. Click "Canned Responses," then "Edit Canned Responses." This will bring up a screen allowing you to Add new canned responses as well as Delete canned responses. You will see current canned responses listed by Name with the accompanying full text. If you want to delete, simply highlight the response and click Delete.

 

17.4.2  In SparkRef Client

As outlined in Editing Canned Responses in Macros, the canned responses can also be edited without being connected to a user directly through the SparkRef client by clicking Macros .

 

18   Chatting with User

To send a message to the user, the agent types his or her text into the space directly below where the conversation appears. Simply type in your message and hit the "Enter" key on your keyboard.

 

18.1 Spell Check

Fastpath provides a spell check feature (similar to what is found in many word processing software programs). It can be accessed by clicking on the Spell Check icon . A message can easily be spell checked before sending it to the patron.

 

18.1.1Automatic Spell Checking

If the agent has enabled the Spell Check in background option under Preference in the SparkRef client, a wavy red underline will appear under words that Fastpath sees as incorrect:

 

 

This alerts the agent to a possible misspelling (again, similar to what appears in many word processing documents).

 

18.2 Emoticons

Emoticons are available on Fastpath, accessed by clicking the smiley face to the left of the Spell Check icon . Use of emoticons is not encouraged, but agents are certainly permitted to use them within the chat environment. Remember that some browsers may also not display the images correctly for the user, leading to unnecessary confusion and the need for the agent to explain what is appearing on the user's screen.

 

19   Typing/Connection Indicators

One very useful feature of Fastpath is the two-way indicators of the agent's and user's continued presence within the chat session. This alleviates much of the need for either party to wonder "Are you still online?"

 

19.1 "User Typing" Indicators

When a user (e.g., cooldude24 in this example case) is first typing in his chat window, the icon on the agent's screen will change from the Fastpath icon to a cartoon balloon with a pencil over it. For example, see cooldude24's tab in the image below:

 

 

The agent will also see "Customer is typing..." appear in the bottom left corner of the window.

 

 

 

Next, when another user (e.g., angela) sends a message to the agent while that agent is interacting with cooldude24, angela's tab text will turn red. If angela sends multiple messages before the agent responds, the tab will show how many messages have been sent by angela since she was last answered:

 

 

(in this case, two messages have been sent). If the agent switches back to answer angela's questions, the text color will change back to black (angela) and cooldude24's tab will change if he sends a message (i.e., cooldude24). In this way, the agent is kept apprised of the status of all the users with which he or she is currently working.

 

19.1.1"User Typing" Indicators When Chat Window is Minimized

If the chat window is minimized, the tab at the bottom of the agent's screen will flash orange to indicate activity.

 

19.2 "Agent Typing" Indicator

When the agent is in the process of typing a message to the user, the user's screen will display "Agent typing..." at the bottom of his or her screen:

 

 

In this way, both cooldude24 and angela (to use the examples above) are kept apprised of the agent's status. Note that "User Typing" and "Agent Typing" indicators are only displayed, as might be expected, when the user or agent is actually typing. If the agent is searching a web page or other activity, the user will not see any indicator that the agent is doing anything. It is always very important to keep the user updated on the agent's status ("I'm still searching...", "Thank you for waiting. I'm still looking for information...", etc.).

 

19.3 Use of Toast Popups as a Typing/Connection Indicator

If the Show a Toast Popup is enabled in the agent's SparkRef preferences (See Show a Toast Popup), the messages that an inactive patron sends (i.e., the one not currently being viewed and/or worked with by the agent) will display as Toast Popups. This will allow the agent to monitor the inactive patrons messages without physically opening that patron's tab in the Chat window.

20   Sharing Files

Sharing files with users is simple and similar to attaching a file to an email. To begin, click the "Send files to this user" icon  . This will bring up a window where you can browse the files on your computer. Double-click on the desired file. This will send a link to the user: The Agent has Shared a File. Click here to download it. Let the user know that they have to click this link to view the file. When the user clicks the link, it will initiate the download. The user can then decide to view the file or to save it at that point. A wide range of file types can be shared through Fastpath including MS Word, MS Excel, RTF, PDF, etc. (e.g., .doc, .xls, .rft, pdf, etc.).

 

21   Conferencing with Other Agents

This option is available if the agent wishes to consult with another librarian on a question within the conversation itself. Click on the Invite Someone to Join Conversation  icon. The invitation will go out to all agents chosen in a queue or to a specific agent chosen from the available list. This option keeps ALL participants (user and agents) connected. REMEMBER: The customer will see ALL messages relayed back and forth between agents if this option is chosen. Keep messages succinct, on-topic, and professional! Everyone’s messages will be visible to everyone else participating in the call (and in the subsequent transcript).

 

21.1 Inviting Someone to Join Conversation

This works similarly to a transfer which may confuse some agents. The MAJOR difference is that a choice of Resolution Codes is NOT displayed when choosing  , i.e., the queues are available directly upon clicking the icon. If a Transfer is needed and  is clicked, the Resolution Codes will be displayed, Transferred is chosen, THEN the available queues are displayed. When the next agent picks up a Transfer, the first agent is automatically disconnected and his or her chat screen “grays out”. In an “Invited Session” everyone stays connected until the last agent Ends the Conversation and assigns a Resolution Code. If you want to simply TRANSFER a conversation, see Transferring a Conversation. If you wish to confer outside of a user's conversation, see Section 24.2. directly below.

 

21.1.1  Conferring outside Conversation

If an agent would like some help with a particular questions, an alternative is to send a SparkRef IM message to an available agent. A listing of available (i.e., online) agents can be seen in your SparkRef "control panel" Contacts tab. This will be a separate interaction from the user conversation and will leave that conversation intact while you chat with the other librarian. Be efficient and professional in these interactions with other agents as to return to your user as quickly as possible.

 

21.1.2  Initiating A SparkRef IM Session With A Contact

Simply bring up the list of contacts using either the Contacts tab or Fastpath tab and double-click on the desired name. If the agent mouses-over the names, the identifiers for each will be displayed. This will help the agent in determining who to contact.

 

21.1.3  Alternative to Sending an Initial Message to the Contact Through IM

An alternative to typing in a message after double-clicking is to simply click on the Bell icon  in the chat window. This will display the message  in your contact's chat window as well as “shake” their chat window back and forth. She or he can then ask what assistance is needed.

 

21.1.4  Possible uses of conferring

Uses of this procedure include, but are not limited to: checking with another library about a particular title's presence on the shelf, a policy or procedure NOT found on the library's web site, or particulars about a specific program or speaker, etc. By copying and pasting the agent's reply into your conversation with the user, these kinds of questions can be handled. Alternatively, the other agent may encourage you to provide contact information for a specific librarian at the remote location to give to the user.

 

21.1.5  Keep Patron Updated

If this procedure is used, be sure to keep your user updated on what you are doing. This will keep them online and alleviate any anxiety he or she might have in getting their question resolved.

 

21.1.6  Other Options

Another option for requesting help on a question from colleagues is to use the Conference or Broadcast options.

 

22   Transferring a Conversation

Sometimes it becomes necessary to transfer a user to a different agent. This is initiated in Fastpath by first clicking the "Transfer this conversation to another agent" icon . When the icon is first clicked, a Session Survey is opened. Choose "Transferred" as a Resolution Code when transferring. You can then choose the correct queue to which to transfer the call, and you can also add a message to the agent. This message can be used to alert the new agent as to the nature of the question being asked or other pertinent information. The text input is displayed when the conversation is transferred as the first thing the new agent will see before even accepting the call.

 

23   Co-Browsing

Agents should NOT use the SparkRef Co-Browser. Agents are encouraged to use their own web browser (IE, Firefox, etc.), utilize their own bookmarks, and copy-and-paste URLs directly into the chat window to share with users.

 

23.1 Copying and Pasting URL's

Using the agent's regular browser window, URL's can be copied and pasted directly into the chat conversation. These will show up as live links in both the agent's and user's conversations. The user can then choose to click on the link to open it. If she does, then the resource can be bookmarked, browsed, etc., by the patron herself.

 

24   Ending Conversations

There are two ways that a conversation can end in Fastpath: either the user initiates it or the agent does.

 

24.1 User Ends a Conversation

The user always reserves the right to end a conversation when she feels that her question has been adequately answered by the agent. When this happens, the agent will get a message in their conversation that "[Username] has left the room." This will alert the agent that no messages sent will be received by the user in real time; however, see Section 24.2. below for how to add more information to an "user-ended" conversation.

 

24.1.1Notification to Agent of Customer's Ending of a Conversation

If the customer clicks the  button on his or her screen, the agent will receive an instant notification that the customer has "left the room". If the customer instead simply closes their browser window or tab in which the conversation is taking place, there will be a slight delay. The software checks for the presence of the patron periodically and, if there is no customer, the chat message "[blank] has left the room" will display. This usually takes one minute, so an agent must give at least one full minute before logging out if there has been no activity from the customer. Use of this feature along with the typing/connection indicators should give both the agent and the customer a good indication of each other's activity and continued presence within the conversation.

 

24.2 Continuing After a Customer Disconnects

Fastpath allows the agent to add to a conversation even after the user has disconnected. This allows any extra resources or other helpful comments to be added to the transcript to answer the user's question. This must be done BEFORE the agent ends the conversation (as outlined directly below in Section 24.3).

 

 

24.2.1Tips on Continuing After a Customer Disconnects

The fact that an agent can add to or continue with a conversation does NOT mean that he or she must add to a conversation after the customer disconnects. This feature should be seen as a helpful tool if the patron gets disconnected or as an alternative to an offline follow-up if something is found immediately after the customer leaves the room. (This latter one would assume that the patron has entered their email when logging in. Otherwise, an offline follow-up would be necessary. Remember to use your KnowItNow24x7 email account instead of your local or personal account.)

 

24.3 Agent Ends a Conversation

First, click the "End Conversation" icon . This will bring up a choice of Resolution Codes (see also the KnowItNow24x7 Provider Handbook for uses of Resolution Codes). After choosing the most appropriate one, the session will end, and the window will close.

 

24.4 Closing Tabs in Fastpath

If the agent clicks on the x in the right section of the tab...

 

 

or on the x in the upper right corner of the chat window...

 

 

...this will also potentially close a conversation with the user. With the 2009 development, these x's work in the same manner as the "End Conversation" icon . When clicking the x's, agents will be prompted as to whether or not they want to leave the session. It is recommended to click No and to use the "End Conversation" icon  instead.

 

24.4.1  Importance of Using Resolution Codes

The sessions with Resolution Codes assigned are the official sessions used to compile usage statistics for KnowItNow24x7. It is very important to assign Resolution Codes so that each and every session that an agent handles is part of the official statistics. (See the KnowItNow24x7 Provider Handbook for more on Resolution Codes)

 

24.4.2  Blank Grey Window Appearing in Place of Resolution Codes

Some agents may see from time to time, a blank grey window appear in place of the available resolution codes. There are two possible solutions to resolving this issue (also outlined on the KIN24x7 Provider site at http://provider.knowitnow.org/newsletter/i-dont-see-resolution-codes-just-grey-box).

 

24.4.2.1                 Verifying Current Version of SparkRef

As of November 2009, all KIN24x7 agents should have the newest version of SparkRef running on their computers to participate in the service. You can verify this version two ways:

 

First, your client should have  in the upper left corner.

 

Second, by clicking Help on the menu options along the top of the client and , Agents should see the following box appear with the version numbers (SparkRef 1.1.0 (Spark 2.5.8)).

 

 

24.4.2.2                 Obtaining Current Version

If it is determined that the current version of SparkRef is not running on your computer, the software can be downloaded from the KIN24x7 Provider site at

http://provider.knowitnow.org/content/installing-and-downloading-sparkref

 

24.4.2.3                 Deleting Profile

If it is determined that the current version of SparkRef is running on your computer, the SparkRef profile should be deleted from your computer in the following way:

For Windows users:
- Exit SparkRef (make sure to exit, not simply minimize)
- Open "My Computer"
- Open C: drive
- Open "Documents and Settings"
- Open the folder that has the login name used to login your specific computer
- Right-click and delete the folder named "Spark"
A new folder will be created the next time you login to SparkRef.

For Mac users:
- Open your Finder, it should be in your home directory.

24.4.2.4                 Instructions Also Online

These instructions are also available at the Provider site at http://provider.knowitnow.org/newsletter/i-dont-see-resolution-codes-just-grey-box .

 

24.4.2.5                 Remember Login Information!

This procedure does not affect your SparkRef client itself. As stated above, a new Spark profile folder will be created the next time you login to SparkRef. Remember, however, that your login information will have to be entered after the profile is deleted. Be sure to know your username, password, and server information or to have it written down in a secure location for retrieval. KnowItNow24x7 agents are highly encouraged to keep their SparkRef Username and Password in a secure location for reference in cases such as using another computer, after deleting one’s Profile, etc. If any of this information is forgotten, contact support@knowitnow.org to have your password reset.

 

24.4.3Patron Can Stay Connected

Note that with the 2009 development, users can stay connected after the agent ends the conversation. The user cannot send any further messages; however, they will have access to their conversation (along with URLs sent) as long as they feel is necessary.

 

25   Accessing Transcripts

Transcripts of conversations are directly accessible through the  tab in the middle of the SparkRef Client. The default number of transcripts is fifty (see Number of chats stored in History on changing this default to a smaller recommended level). Simply click on  and then double-click on the desired transcript to display it in full. These can be printed or saved directly from this window.

 

25.1 Requesting Older Transcripts

Transcripts falling outside the agents History tab default are always accessible by contacting administrators.

 

25.2 Transcript Formatting

The conversation is displayed in full (including live web links within the context of the conversation) on the transcript. With the 2009 development, the patron's question will also display at the beginning of the transcript itself in addition to the metadata fields.

 

25.3 Online Access of Transcripts

KnowItNow24x7 transcripts from Sept. 2, 2008, to present are available online at the KnowItNow24x7 Provider site at http://provider.knowitnow.org/node/339. A Provider site account is needed, but KnowItNow24x7 agents can sign up for one simply by clicking Create New Account under User Login.

 

26   Using Instant Messaging (IM) for Virtual Reference

 

26.1 What Does IM Offer?

Beginning in 2009, select KnowItNow24x7 libraries began to provide reference service through commercial IM services via the SparkRef client. Some of the benefits of providing reference service by IM in general and via KIN24x7 SparkRef specifically are the ability for:

 

 

It should be emphasized that the commercial IM gateways are separate from the built-in SparkRef IM component. Agents can still IM colleagues in their Contacts list independent of any commercial IM service.

 

26.2 Commercial IM Plugins Supported

KnowItNow24x7 libraries will be supporting the three main players in the IM service field. Their icons can be seen directly below the status indicator:

 

 

The three icons, from left to right, represent MSN (Microsoft Network Messenger), AIM (America Online (AOL) Instant Messenger), Yahoo (Yahoo! Instant Messenger). Each of the designations will appear if each icon is moused-over. In the example above, the icons are to the right of the line, with AIM in yellow.

 

26.3 Signing-up for IM Accounts

Libraries monitoring IM traffic through a commercial service need to have an account with that specific service. Libraries can have multiple accounts with any one service (although each SparkRef client can only be logged into one at a time) as well as sign-up for one, two, or all three of the available IM gateways. Libraries have two options for obtaining IM account(s): 1) Libraries may sign-up on their own for an account with MSN, AIM, and Yahoo, or any combination of those, or 2) Libraries may request administrators to sign them up and notify them of their account information. Libraries should provide preferred usernames, passwords, and emails in this case. In either case, libraries monitoring commercial IM through SparkRef should notify support@KnowItNow.org with their screen names. Even if libraries are only monitoring IM and not Fastpath, these libraries will also need logins for the SparkRef client itself. These accounts are created by administators. Libraries are encouraged to provide preferred SparkRef usernames and passwords. KnowItNow24x7 libraries monitoring commercial IM services via SparkRef can be seen at http://www.knowitnow.org/im.php.

 

26.4 Fastpath and Commercial IM Gateways

As can be seen from the image below, the commercial IM icons are above the area visible when the Fastpath tab is logged on:

Here the "Join" button is visible, showing that Fastpath is not currently active. This demonstrates that commercial IM traffic can be monitored outside of a library's designated KnowItNow24x7 Fastpath/Webchat shift. When the "Join" button is clicked to initiate a Fastpath session, the screen changes to the following:

Also notice that the IM icons are "greyed out" to indicate that they have not been logged into.

 

26.4.1IM Libraries Have No Fastpath

If you are only a KIN24x7 IM library, you will not see the Fastpath tab at the bottom of your SparkRef client (i.e., the one highlighted in the image in Section 26.4 above)

 

26.5 Logging into IM Account on SparkRef

 

Click on the IM icon for the service you wish to log into. The first time you login, the screen will look like this.

 

 

Click on Enter login information. This screen will display:

 

 

Enter your Username and Password for (in the case displayed above) AIM and click "Save." On subsequent logins (now that your User information has been saved), the screen will look like the image below when you click the appropriate icon.

In other words, the box marked Sign in at login will automatically be checked since your information is saved. Once you are logged into the account(s) of your choice, the icon on the SparkRef client will take on its characteristic color (i.e., it will no longer be "greyed-out"). Note the yellow AIM logo below:

If another agent wants to login to the same SparkRef client previously logged into by another IM librarian with a different IM account, the second person can delete the previous agent's login by clicking Delete login information:

 

 

The screen will then default to the one seen in Section 26.4..

 

26.6 Accepting Incoming IMs

As opposed to the option to Accept or Reject incoming Fastpath web chat invitations from patrons, agents will simply receive IMs from patrons (similar to IMs through SparkRef from colleagues). If the agent has Toast Popups enabled, he or she will see both the pop-up window in the lower right of the display screen as well as a flashing tab on their taskbar:

 

Flashing Tab on Taskbar (above)   Toast Pop-up (above taskbar)

 

To open an incoming session, simply click on the flashing tab. NOTE: To protect the privacy of the "test patron" for the images in this section, their screen name has been xxx'd out in the image above and those in subsequent sections.

 

26.6.1  If the agent is already chatting with a patron

incoming IMs will open a separate tab in the same chat window.

 

26.7   IM Chat Window

After opening the chat, the agent will see something like this:

 

 

Note that some elements are similar to the Fastpath Chat Window. In fact, both Fastpath and IM chats will appear in the same window under separate tabs. You will be able to tell the difference between an IM chat tab and a Fastpath chat tab since the distinctive Fastpath "flame and arrow" icon will display on the tab for the Fastpath chats (See Jennifer's tab below:

 

 

26.7.1Grey vs. Green Dot

Note that the dot next to the IM patron name is grey. This does not mean that the user is unavailable. AOL, for example, has a feature to make oneself "invisible." If the user has set this option on their settings on their computer, they will appear as a grey dot. If the user has simply set himself or herself as "Available" on the computer being used, they will appear to the agent as a green dot. Neither the grey nor green dots will interfere with the supplying of reference service to the patron.

 

26.7.2Implications of Resizing Agent's Chat Winow

Notice that the window image above in Section 26.7. shows five (5) icons to the right of the AOL "walking man" icon...

 

...with one icon partially showing in the second row. If the window itself is resized, the icons will display in one row. In other words, the icons "wrap" similar to text in a document when the line is not long enough for them to be displayed on one. Resizing is simply accomplished by clicking and dragging one of the sides or corners of the window.

 

26.8 Chatting with Patron

 

As a chat progresses within IM, it will look very similar to other chat reference sessions...

 

 

26.8.1  SparkRef IM versus AIM/Yahoo!/MSN

Agents will notice that similar windows/tabs display when either a SparkRef IM from a KIN24x7 colleague is received or one from a patron through a commercial IM service. The only difference is that SparkRef IM's lack one icon:  " Add this user to your Buddy List." Here is a window with a SparkRef IM in progress:

 

Notice the lack of the "Buddy List" icon. Otherwise, the windows act the same way. This will be useful from a "learning curve" aspect: If agents are familiar with using the SparkRef IM, they will be able to serve patrons via the commercial IM gateways.

 

26.8.2No Canned Responses in IM

Agents will also notice there are no Canned Responses in either the SparkRef IM or the commercial IM windows. Agents may use their own saved document of canned messages or make use of the KIN24x7 Pre-Scripted Messages for Email Replies at provider.knowitnow.org/?q=/node/302.

 

26.9 Icons in IM Chat Window

From left to right, there are seven icons potentially displayed in the SparkRef IM Chat Window.

 

26.9.1  Add a Resolution Code for this user

 Clicking on this icon brings up the Resolution Code screen for the current IM chat. Agents should NOT use Resolution Codes in IM and do not need to use this icon.

 

26.9.2  View information about this user

 Clicking on this icon will display information about the patron if they have a profile. It does NOT display metadata like the Fastpath User Info tab.

 

26.9.3  Add this user to your Buddy List

 Clicking this icon will add the current user to the agents IM Buddy List (not necessarily recommended for patron conversations but an option).

 

26.9.4  Invite to conference (SPARKREF IM ONLY)

  This option will not work with the commercial IM gateways.

 

26.9.5  Send files to this user (SPARKREF IM ONLY)

 This option will not work with the commercial IM gateways. If agents need to send a file to a patron who has contacted them via MSN, AIM, or Yahoo!, they should ask for an email address and use the Resolution Code of Follow-up for the IM chat. In SparkRef IM chat, this function works the same as it does in the Fastpath chat.

 

26.9.6  Capture and send anything you see on your screen (SPARKREF IM ONLY)

 This option will not  work with the commercial IM gateways. After clicking this icon, the agent can select and capture any image currently on their computer.

 

26.9.7  View conversation history

 This function is somewhat superfluous in that previous IMs with the same user are displayed automatically within the chat window. See Section 29.9. for more information on this.

 

26.9.8  Icons Along the Bottom of the Chat Window

 

26.9.8.1                 Emoticons

Emoticons work the same in IM chat as in Fastpath Chat.

 

26.9.8.2                 Spell Check

Spell Check works the same in IM chat as in Fastpath Chat.

 

26.9.8.3                 Bell (SPARKREF IM ONLY)

 This option will not work with the commercial IM gateways. Clicking the Bell will send an alert to the other agent in SparkRef IM to ring or "rattle" his or her chat window. This can be used to get the other agent's attention.

 

26.9.9  NO Canned Messages in IM

Agents will also notice there are no Canned Responses in either the SparkRef IM or the commercial IM windows. Agents may use their own saved document of canned messages or make use of the KIN24x7 Pre-Scripted Messages for Email Replies at http://provider.knowitnow.org/?q=/node/302.

 

26.10                        Chatting with User

Chatting with users within the IM window tab is very similar to chatting with them in the Fastpath tab or any other chat environment. Messages are typed in the lower portion of the window and sent via the Enter key on the agent's keyboard. URL's should be copied and pasted into the chat the same as for Fastpath patrons. A web link pasted into that portion of the chat window will display as a live link for the patron:

 

 

Agents have access to spell check and emoticons in IM chat. Similar to Fastpath chat, the agent has the typing/presence indicators in the IM chat environment.

 

26.11                        Ending a Conversation

When a conversation is completed, the agent can simply close the IM chat window. Resolution Codes need not be assigned to instant messaging reference transactions.

 

26.12                        Adding Contacts

Just as agents can add Contacts to their SparkRef Contacts list, one can also add contacts to your specific IM account's "Buddy List" when logged into those services on SparkRef. If you click on , the following window will appear:

 

 

The agent can then add the appropriate information and choose which network the contact should be added to. These contacts will show up when the person logs into their IM icons. Otherwise, they will be unavailable.

 

27   Contact Information

For technical questions, contact information for the KnowItNow24x7 Web Services Coordinator is available to librarians staffing the service by logging into the KnowItNow24x7 Provider site at http://provider.knowitnow.org. 

 

 

KnowItNow24x7 is provided as an online resource free-of-charge to all Ohioans through a federal Library Services and Technology Act (LSTA) grant awarded by the State Library of Ohio.