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The following consolidated links to online materials serve as introductions and self-guided training for KnowItNow24x7 agents in the use of the Spark software platform. For individualized training for your staff or questions concerning the software, email support@knowitnow.org. These materials are also available by clicking the Training Materials link in the menu to the left.

(Note: Screencasts and video tutorials for KIN24x7 librarians are available here)

  • Documentation
    • KnowItNow24x7 SMS Reference Manual
      • The new KnowItNow24x7 SMS Reference Manual is being made available in multiple formats:
      • PDF File (22 pages)
      • E-Book (.epub format)
      • HTML format (opens as web page, use CTRL+F to search)
      • 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.
      • In conjunction with the manual, librarians can also view a screencast of how the new service will work at http://provider.knowitnow.org/KINdocs/video/TextRefDemo/. (Note, if you have trouble viewing the screencast, adjust your computer's screen resolution or click here for a smaller screencast screen.)
    • KnowItNow24x7 Software Training & Reference Manual (PDF)
      • The current draft is available via the link above. Publication history is available at the Documentation page.
    • KnowItNow24x7 Provider Handbook. Includes policies and procedures (31 pages). (PDF)
      • The current draft is available via the link above. Publication history is available at the Documentation page.
    • Expanded Crisis Call Guidelines (including Hotlines and Referrals)
    • KnowItNow24x7 SparkRef Cheat Sheet
      • This one-page summary covers basic operations of the SparkRef software and references to relevant section of the full Manual
  • OhioLINK Databases Online Training Materials
    • Instruction Clearinghouse: A large collection of tutorials and other training materials on OhioLINK in general as well as specific databases.
  • Online Training Materials for Ohio Web Library Databases
  • Spark Online Training Resources
    • SparkRef Broadcast instructions (screencast - 4 min.) (NOTE: No audio - can be viewed at reference desk)
    • Self-guided PowerPoint introduction to the SparkRef software
      • Revised December 2009
      • Revised 29 April, 2009
    • To practice outside of the "live" KIN24x7 environment (i.e., without "real" patrons), agents may login to the SparkRef client using a number of practice accounts. If you plan on using the SparkRef practice accounts, please contact support@knowitnow.org for usernames, passwords, and server information. REMEMBER, this information is ONLY for PRACTICE. You MUST be logged into the LIVE server to monitor your KIN24x7 shifts!
    • To "ask a question" as a practice patron, go to http://www.knowitnow.org/kin_training.php. At least one agent must be logged in to the practice server for this to work and you must select a queue that is monitored by a librarian. To send a question to the practice account (e.g., kin1, etc.), choose the corresponding "Topic" within the practice environment (e.g., Training1, etc.).

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