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 (31 pages).
• Publication History (The current draft is available via the link above):
  • Updated Section VI.D.5, December 2008
  • Updated Section III.B., December 2008
  • Revised & updated November 2008
• KnowItNow24x7 Software Training & Reference Manual
  • Publication History (The current draft is available via the link above):
  • 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)
  • Updated to Draft 3.5 (July 2008)
  • Draft 2.5: Updated Sections 26.1 and 27.3 (June 2008)
• 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