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 Provider Handbook. Includes policies and procedures (PDF)
  • Publication History (The current draft is available via the link above):
    • New Revised Edition, May 2010 (31 pages)
      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)
    • 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
• KnowItNow24x7 Software Training & Reference Manual (PDF)
  • Publication History (The current draft is available via the link above):
    • 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)
  • 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 Quality Reference Transactions 2009-2010 (PDF)
  • A compilation of the work of the QuACK members from July 2009 through March 2010. The booklet also includes positive feedback from users of the service as well.
• KnowItNow24x7 Memorandum of Understanding (MoU)
  • Updated 1/6/2010 (updated to new logo)
  • Revised 10/20/2009 (added local service)
  • For use by public libraries
  • Libraries are requested to fill out the MoU and fax a copy to the Statewide Coordinator at 216.623.7120
  • Detailed instructions for filling out the MoU are available here.
• 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.
• Email Cheat Sheet