The following pre-scripted messages are made available to KIN24x7 librarians who reply to questions generated from the leave-a-message form. Other KIN24x7 agents may also refer to these if they would like a template for responding to "live" questions as well. "Email librarians" may simply copy and paste the scripted messages in place of the [text of response] placeholder in the Reply template.If you have any questions, please contact the KIN24x7 Coordinator at support@knowitnow.org

I. If a patron expresses frustration or concern over waiting in the live KIN24x7 queue:

I apologize if you had trouble connecting to a live librarian. Sometimes our service is staffed by only a handful of librarians. If many people are trying to access the service, they can quickly become overwhelmed. That is one of the reasons that we instituted the leave-a-message form.

If you would like information on a specific topic, please feel free to log back into http://www.knowitnow.org or reply to this email. We will do our best to answer your question as quickly as possible.

II. If a patron asks the amount of their fines or other local issues:

(NOTE: This does not include renewing or placing holds on books. Patrons can be sent the link to the page that accomplishes this at their local library if they give their local library or it can be found in the session metadata)

KnowItNow24x7 is Ohio's online reference service staffed by librarians around the state. As such, we cannot help you with fines, books on your account, or other similar issues with your local library. Our suggestion is that you contact your local library directly by phone or in-person to resolve this situation. If you need to know how to contact your local library, feel free to log back into KnowItNow24x7 at http://www.knowitnow.org. One of our librarians would be able to get you that information.

III. If a patron asks for "help" in a particular subject area:

KnowItNow24x7 cannot provide one-on-one tutoring for academic subjects; however, I can offer some websites that might help you and also suggest you ask at your school or local library for available tutors. The following online resources should provide some general help with [fill in the subject]:

IV. If a patron asks an inappropriate or personal question or provides an offensive remark:

KnowItNow24x7 is Ohio's online reference service staffed by librarians across the state. If you have a question about resources to use for a homework assignment or want to ask about what books you might like to read, feel free to log back into http://www.knowitnow.org. One of our librarians will be happy to help guide you to authoritative sources of information.

V. When patron does not provide enough information to answer his or her question:

This email is in response to your recent question to KnowItNow24x7. I'm not sure I understand your question. If you could log back into http://www.knowitnow.org or reply to this email with more information, we should be able to provide information to help you. Thank you for using KnowItNow24x7.