This page contains valuable resources for KnowItNow24x7 agents, supervisors, and other stakeholders. Many technical questions about the Spark software will be answered by the KnowItNow24x7 Software Training & Reference Manual and policy or procedural questions are addressed in the revised/updated KnowItNow24x7 Provider Handbook. If there are any questions on any of topics related to staffing KnowItNow24x7, these are encouraged to be sent to support@knowitnow.org.
KnowItNow24x7 SMS Reference Manual
The new KnowItNow24x7 SMS Reference Manual is being made available in multiple formats:
The manual also includes a short 8-step summary of the SMS reference workflow (only 5 of which are new to KnowItNow24x7 librarians), a list of best practices, and a bibliography of additional online resources about SMS reference.
KnowItNow24x7 Provider Handbook. Includes policies and procedures (PDF)
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Publication History (The current draft is available via the link above):
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Revised, Updated Edition, November 2010
- Available for download as a PDF (above) and also:
- E-book format (Downloadable to any device supporting EPUB format including Android devices, Apple iOS devices (iPhone, iPad), Nook, Sony Reader)
- HTML (Use CTRL+F to search text)
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New Revised Edition, May 2010 (31 pages)
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Changes throughout; Major revisions include Sections I.B, I.D, III.A.3 (added), III.D., III.E, III.G.5-G.7 (added); streamlined Section IV (also added link to email manual)
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Revised & updated November 2009 (Note especially sections II.B and VI.B.5.)
- New logo added February 2010
- Updated Section III.B. and VI.D.5, December 2008
- Revised & updated November 2008
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Revised, Updated Edition, November 2010
- Expanded Crisis Call Guidelines
KnowItNow24x7 Software Training & Reference Manual (Available as HTML or E-book)
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Publication History (The current draft is available via the link above):
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Revision Edition (November 2010)
- E-book format
- (Downloadable to any device supporting EPUB format including Android devices, Apple iOS devices (iPhone, iPad), Nook, Sony Reader)
- HTML format. (Use CTRL+F to search text)
- Edition 6.2: Added sections 27.3.3. - 27.3.3.3.2 (May 2010) (45 pages)
- Edition 6.1: Revised sections 8.3.1 and 8.3.2 (April 2010) (42 pages)
- Sixth Edition: Revised throughout. New development features added. (November 2009) (41 pages)
- Draft 5: Note added to Section 26; Added Section 28.3 and 29 (i.e., Part V) (February 2009)
- Draft 4: Revised Sections 3.9, 8.1, 9.1, 24, 26.4; deleted 8.1.2.1, 27.4 (November 6, 2008) (37 pages)
- Draft 3.8: Revised Section 3.3; Added Section 22.4 (August 15, 2008)
- Draft 3.7: Added Sections 27.1.1 and 27.2.1; Edited Section 24.1. (July 2008)
- Draft 3.6: Updated Section 3 and 8.1.1.4, Deleted Section 25.2.1 (July 2008)
- Draft 3.5.1: Added Section 6.1.4, Updated Section 19 (July 2008)
- Draft 3.5 (July 2008)
- Draft 2.5: Updated Sections 26.1 and 27.3 (June 2008)
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Revision Edition (November 2010)
KnowItNow24x7 SparkRef Cheat Sheet
- This one-page summary covers basic operations of the SparkRef software and references to relevant section of the full Manual
KnowItNow24x7 Pathfinder Manual (PDF)
- This document provides step-by-step instructions for creating and editing KIN24x7 Pathfinder Project content
KnowItNow24x7 Memorandum of Understanding (PDF)
- This document allows libraries joining KIN24x7 to provide contact, shift, and other information.
KnowItNow24x7 Quality Reference Transactions Booklets
A compilation of the work of the QuACK members also with positive feedback from users of the service.
- KnowItNow24x7 Quality Reference Transactions 2009-2010 (PDF)
- KnowItNow24x7 Quality Reference Transactions 2010-2011 (PDF)
Pre-Scripted Messages for Email Replies: The following pre-scripted messages are made available to KIN24x7 librarians who reply to questions generated from the leave-a-message form.