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Support and Questions

About Knowledge Genie

» What is Knowledge Genie?
» How is Knowledge Genie different?
» What do I use Knowledge Genie for?
» How will people access my Genie?

What is Knowledge Genie?
Like a Rorschach test for your knowledge, Knowledge Genie is a number of different things. First, as someone who has something to share, it is software tool that helps you capture, package, and centralize what you know in a way that maximizes its application. Second, it is a vehicle to publish and share knowledge with a specific audience such as your employees or customers. Third, it’s a learning tool that provides structure, content, and guides a learner through specific steps. Lastly as a new technology, it’s too early to tell how you may end up using Knowledge Genie. We look forward to hearing your stories.

How is Knowledge Genie different?
Knowledge Genie is a revolutionary way to capture and share what you know. For the user, Knowledge Genie is the 21st Century learning tool that turns information and knowledge into results.

What do I use Knowledge Genie for?
You can use Knowledge Genie to share and profit from what you know, educate employees, market new products, reinforce classroom learning, provide customers with the information they need, track and manage students, catalog documents, and much more.

How will people access my Genie?
Your Genie is accessed one of two ways: The predominate way in which your Genie is accessed is through setting up accounts and inviting users to access their account. The second method is through providing free access. To allow free and instant access to your Genie select the "Free and Instant" setting in the Publish step. This overides any exiting settings and allows people who come to your Genie's login page to automatically access your Genie.
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General FAQs

» How can I sell my Genie on Amazon, at my next seminar, or through other retail channels?
» Do I have to see advertisements on my free Genie?
» Can I choose between Google and Yahoo's advertisements?
» Can I make my Genie automatically available to anyone?
» Why is access to my Knowledge Genie protected?
» Is Knowledge Genie reliable, secure, and confidential? Is my data safe? Where is the data hosted?
» What is SSL and will it keep my communications absolutely secure?
» Is my data backed up in case of an emergency?
» Can I install Knowledge Genie on my own server?
» Is there a storage limit to how much stuff I can upload into each Genie?

How can I sell my Genie on Amazon, at my next seminar, or through other retail channels?
Knowledge Genie provides an additional service that packages access to your Genie in a physical form. For a fixed fee, you can have your Genie physically packaged and ready to sell on Amazon or at another outlet. We provide you with everything from packaging and package templates, serialized access coding for each unit, integrated printing and fulfillment. Visit the 'Genie Sales Options' for more details.

Do I have to see advertisements on my free Genie?
Advertisements on your free Genie help cover the costs associated with making a free Genie available. If you, your customers, clients, or users do not want ads in your Genie, we invite you to upgrade to a paid account.

Can I choose between Google and Yahoo's advertisements?
We only offer Google AdWords at this time.

Why is access to my Knowledge Genie protected?
You control access to your Genie. Knowledge Genie gives authors the ability to control access to their work so that they may moderate how their Genie is used, profit from their effort, and measure how their Genie is utilized. That said, you can also make their Genie automatically accessible by designating "free and Instant" access setting found at the bottom of the Publish step.

Can I make my Genie automatically available to anyone?
Yes, you can make your Genie automatically accessible to anyone by designating "free and Instant" access setting found at the bottom of the Publish step. Note: When designating 'Free and Instant' access, login information to your Genie is automatically provided to your Users on your Genie’s login page.

Is Knowledge Genie reliable, secure, and confidential? Is my data safe? Where is the data hosted?
We take all reasonable precautions to keep your information safe and secure. Our servers are hosted in a highly secure SAS II certified hosting facility.

What is SSL and will it keep my communications absolutely secure?
SSL is an acronym for 'Secure Socket Layer,' a security protocol that provides communications privacy over the Internet. The protocol allows Knowledge Genie to securely communicate in a way that is designed to prevent eavesdropping, tampering, or communications forgery. It is the same technology used by banks and e-commerce companies such as Amazon.com to keep your information safe and secure during transactions. In Knowledge Genie’s case, SSL keeps your client communications absolutely secure (Knowledge Genie’s normal password protection keeps your information private, but SSL keeps it private and secure). Everyone has SSL on all Knowledge Genie connections –- even on free Genies.

Is my data backed up in case of an emergency?
All data is backed up nightly and written to multiple disks instantly. We can perform full backup recovery in the event of a system-wide emergency. Our hardware is also fully redundant and our uptime is over 99%.

Can I install Knowledge Genie on my own server?
We don’t offer installable versions of any of Knowledge Genie. Knowledge Genie is only available as a hosted product. We maintain the servers, the security, all the updates and improvements so you don’t have to worry about anything.

Is there a storage limit to how much stuff I can upload into each Genie?
For every Genie account, there is a limit to the amount of storage assigned to that account level. Please contact us for rates on additional storage options and fees.
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Account Management

» What is an account owner? How can I change the account owner on my Knowledge Genie account?
» How do I update or change my credit card?
» How does the 30-day free trial work?
» What is the difference between Free and Paid plans?
» How can I upgrade or downgrade my plan?
» What happens with the 30-day free trial if I upgrade from a Free plan to a Paid plan?
» If I upgrade, will I be billed twice this month? If I downgrade, will fees be pro-rated?
» Are there signup fees? Termination fees? Any hidden fees I should know about?
» Do you have special pricing for non-profits, universities, or other groups in need?
» Can I pay for Knowledge Genie a year in advance? What payment types do you accept?
» Where can I find invoices or get a copy of an invoice?
» How do I cancel my account?
» How does your refund policy work?
» Do you provide phone support?

What is an account owner? How can I change the account owner on my Knowledge Genie account?
A Knowledge Genie account owner is the legal owner and responsible party of their Genies. The account owner is the only person who may upgrade and downgrade plans, change credit card billing information, and cancel accounts. To change account owners, the current account owner needs to go to the 'Genie Dashboard' and click on the 'Account' button. Scroll down to the 'Change account owner' section and choose the person whom you want to be the new account owner.

How do I update or change my credit card?
The account owner can change the credit card used for monthly Knowledge Genie billing by visiting the 'Genie Dashboard' and clicking the 'Account' button. On the Account screen, click the 'Change or update our card' link in the grey box near the top of the screen.

How does the 30-day free trial work?
There are two ways to try Knowledge Genie for free.
1. Sign up for the free 1-Genie plan. This Genie is free forever, but it does not provide subscription or payment integration option. In addition, the free plan Genie contains advertisements and provides only limited storage for supporting uploaded resources.
2. Choose a paying plan and you can try Knowledge Genie for free for 30 days. You can cancel any Paid account within 30 days of signing up with no charge. After 30 days, you’ll be charged for the prior month and start monthly billing.
Note:You need to stay on the plan you initially selected to try Knowledge Genie for free. Once you change your plan, billing begins. Of course, you can still cancel at any time. You’ll just have to pay for that month.

What is the difference between Free and Paid plans?
There are a few things that differentiate the Free versus Paid plans. The Free plan has Google AdWords, whereas Paid plans do not. Free plans cannot include Google or PayPal payment options. The Free plan is limited to one Genie. The Free plan also has smaller amount of storage for supporting materials than the Paid accounts.

How can I upgrade or downgrade my plan?
The account owner is the only person who can upgrade or downgrade the account. Changing your plan is easy. Just click the 'Account' button on the Genie Dashboard and you’ll see your options in the chart near the top of the page. You can upgrade from any level to any level at any time. Upgrades and downgrades take effect immediately. The new monthly rate begins at the start of your next billing cycle. In order to preserve your projects, you can only downgrade to a level that can handle your current active project Genies. Example: If you currently have 5 Genies, you can’t downgrade to the Starter plan because the Starter plan only allows 2 Genies. You’ll have to delete 3 Genies before you can downgrade to Starter.

What happens with the 30-day free trial if I upgrade from a Free plan to a Paid plan?
Upgrading from a Free plan to a Paid plan ends your free trial. Once you upgrade to a Paid plan, you will then be charged for your first month. The 30-day free trial applies only to people who sign up for a brand new Paid plan (this does not include upgraded plans). So if you upgrade from a Free plan to a Paid plan, the free 30-day trial no longer applies. Example: If you sign up for the free 1-Genie plan and then you upgrade to a Paid plan 12 days later, you will immediately be charged for your first month (the 30-day free trial no longer applies). You will continue to be charged every month after that until you cancel your account. You can always cancel at any time.

If I upgrade, will I be billed twice this month? If I downgrade, will fees be pro-rated?
When you upgrade, you are instantly upgraded to the higher plan but you don’t have to pay the higher price until next month’s bill. When you downgrade, you are instantly downgraded, but you don’t begin paying the lower rate until next month’s bill.

Are there signup fees? Termination fees? Any hidden fees I should know about?
Absolutely not. We think extra fees aren’t the right way to do business. We don’t charge signup fees, termination fees, or any additional fees. The price you pay is simply the fixed monthly fee based on the plan you've chosen. We also don’t charge by the person. You can have 1 person or 100 people using Knowledge Genie and you’ll still pay the same price. No profit sharing! We believe that your knowledge is yours to do what you want to do with it. That is why you will never be required to pay Knowledge Genie a portion of your Genie’s revenue.

Do you have special pricing for non-profits, universities, or other groups in need?
No. We keep our prices as low as possible so that we can make our technology available to as many individuals and organizations as possible, including non-profits, universities, and other groups in need.

Can I pay for Knowledge Genie a year in advance? What payment types do you accept?
We only accept credit cards (Visa, MasterCard, American Express). You can pay monthly or in one lump sum for as many months in advance as you’d like. Once you’ve signed up, you can set up the lump sum payment on your Account page. Invoices are automatically emailed to the account owner every time you are charged.

Where can I find invoices or get a copy of an invoice?
The Knowledge Genie account owner can log in to their Knowledge Genie account, click the 'Account' button, and scroll down below the account chart. All invoices ever posted to the account will be listed there.

How do I cancel my account?
The account owner is the only person who can cancel the account. To cancel, go to the 'Genie Dashboard' and click on the 'Account' button. Once you are on the Account page, scroll to the section that says, “Need to cancel your account?” Click the link that says, “Please cancel my account (I understand this is irreversible).” Note: There is no undo for cancellation. Once your account is cancelled, all your project information will be immediately and permanently deleted.

How does your refund policy work?
Knowledge Genie offers a free 30-day trial on new Paid accounts. Your first charge will come 30 days after you originally sign up. If you cancel before this first charge, you won't be billed at all. If you cancel after you are billed on day 30, no refund will be issued and you will be charged for the rest of that month. Example: If you are billed on the 15th of every month and you cancel on September 24th, you'll still have to pay for the entire current month (September 15 - October 15, in this case). You won't be charged again after that. Accounts that begin as an upgrade from a Free account do not qualify for the free 30-day trial. You are responsible for whatever charges have been incurred. In order to treat everyone equally, no exceptions will be made.

Do you provide phone support?
We provide unlimited support via email for our paying customers, but we do not provide support over the phone. We do our best to respond to every email within just a few hours of receiving it. We also make sure one of the company owners or a knowledgeable employee answers the email. We do not outsource our support overseas or employ unqualified support staff.
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Step 1: Design

» How do I introduce my Genie?
» What should I add in the Instructions area?
» What is 'Organize my Genie' and how should I do it?
» What is a 'Learning Unit?'
» What is the 'Learning Goal Tool?'
» How do I add a logo and where will it appear?
» How do I add a background image?
» What is this circle with a square in the middle and how do I select colors with it?
» Why do I need to 'Save' my Genie before I 'Preview' it?

How do I introduce my Genie?
This is the first thing your users will read when they login to your Genie. Set the stage for your user. Introduce the Genie, its objectives, any high-level directions or instructions that you want to introduce. A couple of reminders: you will provide detailed step-by-step direction as you build each section of your Genie. Don’t worry about getting everything right in the first draft of your introduction. You can and will want to revise your intro as your Genie comes to life.

What should I add in the Instructions area?
In this area, you should provide your user with high-level guidelines as to how they will use your Genie. Will they be expected to login every day? If you'll be working directly with a client, will they be expected to meet with you to confirm their progress? Once again, don’t worry about getting everything right in your first pass. You can always come back and refine your instructions.

What is 'Organize my Genie' and how should I do it?
Use the drop-down menu in this step to select the most appropriate way to organize the contents of your Genie in sections. If you are creating a Genie based on your book, you might want to structure your Genie by chapter; if you are teaching a class, you may want to organize your Genie based upon number of classes.

What is a 'Learning Unit?'
A Learning Unit represents each component that makes up your Genie's sections. How many chapters? How many weeks? How many steps? Here is where you add and name each section.

What is the 'Goal Management Tool?'
The Goal Management Tool is a dynamic goal-tracking tool that is an optional addition to your Genie. It is recommended that you add this tool if your Genie directs users to learn new skills or work toward achieving objectives. You can either call out this tool to your user and direct them to use it as part of their Genie experience...or not; it's up to you. Note: This Tool will not be accessible when your Genie is in test mode or when you set your Genie to 'Free Instant Access' mode.

How do I add a logo and where will it appear?
To add a logo, click 'Choose File' and select an appropriate file from your computer. Adding a logo will place a logo on the top left of your Genie’s page. Add your company logo or image that you want to use to represent your Genie. Note: Images must be smaller than 800K. If you don’t want or have an image, then the name of your Genie will appear instead.

How do I add a background image?
To add a background image, click 'Choose File' and upload an image from your computer to your Genie. Note: Images must be smaller than 800K.

What is the circle with a square in the middle and how do I select colors with it?
You can customize the five main components of your Genie: Background, Text, Links, Header Text, and Navigation Bar. Click your cursor in the box under the component you want to change, then direct your cursor to the color selector (the circle with the square in it). The circle controls hue. The square controls saturation and lightness/darkness.

Why do I need to 'Save' my Genie before I 'Preview' it?
Saving your Genie loads it into the database, which then allows you to see what you have created.
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Step 2: Build, Part 1

» What is the Build page?
» How can I re-order the Learning Unit list?
» How do I modify my Learning Units?

What is the Build page?
This page lists the Learning Units that you created in Step 1: Design.

How can I re-order the Learning Unit list?
Look for 'List-order' on the page's left-hand side and cursor over the three horizontal lines next to the section you want to move. Click and drag the section up or down to its appropriate spot.

How do I modify my Learning Units?
Click on the section you want to edit, or click the 'edit' button to the right of the appropriate unit.
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Step 2.1, Build, Part 2

» What should I include in my Learning Unit Introduction?
» What should I include in my Unit's Details?
» What are 'Checklist Items' and why should I add them to my Genie?
» What is a 'Resource?'
» What is a 'Definition?'
» How do I add 'Links' to my Learning Unit?
» Why add 'Reminders' or 'Questions' to my Learning Unit?

What should I include in my Learning Unit Introduction?
Provide a brief introduction, context for this Learning Unit, and set the stage for the specific actions that you will provide in the following step. Be specific regarding what you will be covering (“In this section, will cover the following… You will do…”), and any expected results (“At the end of this section, you will be able to do the following…”).

What should I include in my Unit Details?
This is where you add the details, insights, and instructions on your topic. Be concise. Add and reference resources that help your User. So, if you have a 20 page paper don't paste it here, just upload it in Step #4 below and tell them to read it. Add details and guidance that will help your user to achieve the objective(s) of this Unit. This may include reading a document that you have uploaded or visiting a web link that you have added (either in this instruction area or in the Links area or both). Or it may be a specific action on-the-job, at home, or in the classroom. Be specific as possible and when appropriate list your content in numerical steps. Example: 1. Read the process document. 2. Apply the process steps to your job. 3. Measure your success by visiting the website link I've provided.

What are 'Checklist Items' and why should I add them to my Genie?
Checklist Items are a fantastic way to call out important objectives to your user that can be tracked in the Statistics page. Specify important actions that you want your user to do as part of this section. Recommended: Write each item in first-person language so that it can be answered with a definitive "yes” or “no.” Example: “I assembled the rocket platform.” You can use Checklist Items in various ways, including: identifying the actions, activities, or learning that the user needs to confirm as part of the section. Or direct users to perform activities outside the Genie -- for example, like filling out forms or paperwork linked from the Genie.

What is a 'Resource?'
In each Genie Learning Unit you create, you should add additional resources. These resources may include documents, articles, White Papers, media files, or anything you think will help bring the learning objective of your Learning Unit to life. Direct your audience to review these additional resources in the relevant Unit’s instructions.

What is a 'Definition?'
In each of the Genie’s Learning Units you create, you should add supporting explanations, further detail, and explicit actions of the concepts and terms that you introduce. For example, if you instruct your user to gather feedback from a co-worker, you should define what you mean by “feedback” and explain steps for gathering feedback. These additions are referred to as 'Definitions.' We recommend adding Definitions as much as possible. Your user will be able to access these from the Learning Unit page as well as from the Definitions index section in their Genie.

How do I add 'Links' to my Learning Unit?
You can add links to your Learning Unit two ways: first, click '+ Add New Links' underneath [6] Add Website Links. A new browser window will appear to add a link name and website address to that specific Learning Unit. It will also add the link to a database of ALL links attached to your Genie. Second, click '+ View Links' underneath [6] Add Website Links. Pull-down the menu on the left to reveal 'All Unit Links' and click the 'Add' button to add links stored in your Genie database to this specific Learning Unit.

Why add 'Reminders' or 'Questions' to my Learning Unit?
This is a good spot to keep your user on track, to give them a “head-up” of what’s coming, reinforce what you have covered in proceeding sections, or direct their focus in a specific direction.
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Step 3: Test

» What is 'Test' all about?
» What are the steps to 'Test' my Genie?

What is 'Test' all about?
This step gives you a chance to review your Genie and most importantly, gather input from your friends, colleagues, and trusted advisors.

What are the steps to 'Test' my Genie?
Step 1. Take some time to review your Genie, go back make edits and/or changes, and confirm that your links are working. Step 2. Invite people to review your Genie. Edit the pre-written email as needed. Provide specific directions or areas that you want reviewers to pay attention to. Add a timeframe for feedback. Insert email addresses and send off. Each invitee will receive an email that automatically includes a singular, shared username and password.
Step 3. Gather their feedback and update your Genie as needed.
Note: When your Genie is in 'Test' mode, it will not include the Goal Tracker tool.
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Step 4: Publish

» What is the difference between publishing in 'Private' or 'Public' mode?
» What is 'Free & Instant Access?'
» What is the 'Log-in Page Introduction?'
» How do I add payment options?
» What is a 'Privacy Policy?'
» What are 'Terms of Use' and why would I want to add this?
» Can I send reminder emails to my users?
» Can I control the length of time a person can access my Genie?
» Can I control whether or not my users skip ahead in my Genie?
» What is 'Export to PDF?' Can users print a paper version of my Genie?

What is the difference between publishing in 'Private' or 'Public' mode?
Publishing in Private mode gives you the ability to share your Genie with a pre-selected audience, such as a group of employees or customers. When you publish in Private, your Genie will not be made available in the Genie Marketplace (coming soon). Publishing in Public mode gives you the option of making your Genie available to an even wider audience. In addition, publishing in Public mode allows you to provide your users with free, instant access with an automatically-generated username and password on your log-in page.

What is 'Free & Instant Access?'
When you publish your Genie in Public mode, you have the option of allowing your users with immediate and direct access to your Genie. On your Genie’s login page, there will be a universal user login username and password. Note: Selecting this setting will override any Google or Paypal payment settings you have added.

What is the 'Log-in Page Introduction?'
This is the place to describe your Genie, introduce yourself, and set the stage for what’s inside. You can add links to this text box as well.

How do I add payment options?
If you have a paid Knowledge Genie account and want to collect payment for subscriptions to your Genie, you can add Google or Paypal account buttons to your Genie's Profile/Log-in page. You will need to have an account with either provider. Create a payment button of your choice in your Google and or PayPal account. Copy the account code and paste it in the designated area in the Publish page.

What is a 'Privacy Policy?'
A Privacy Policy designates if and/or how you will use information that your users provide you with as part of signing up and utilizing your Genie. Add this if you want your users to understand how their personal information is being used. You can use the Knowledge Genie Privacy Policy as a reference.

What are 'Terms of Use' and why would I want to add this?
Terms of Use spell out for the user how they can use your Genie. What are their rights? What are your rights? Your terms also spell out any liability you will or will not take on if they follow your advice. Refer to the Knowledge Genie Terms of Use for information and application.

Can I send reminder emails to my users?
Yes. In the Publish step of your Genie, you can select whether or not your users are sent a weekly email reminder to log into the Genie. You can edit this reminder email and other settings under 'Account Settings.'

Can I control the length of time a person can access my Genie?
Yes. Click 'Yes' to 'Limit Length of User Access.' Then enter the number of weeks you want your user to access your Genie. Note: You need to consider the length of user access with how you charge for your Genie subscription. For example, if you are charging a month-to-month subscription, you must provide your user with access to the completion of the Genie program.

Can I control whether or not my users skip ahead in my Genie?
Yes. In the Publish step of your Genie, you can select whether or not your users can skip ahead. Note: you will need to revisit this setting as needed to provide your users with access. You can also manage this and other settings under 'Account Settings.'

What is 'Export to PDF?' Can my users print a paper version of my Genie?
This allows your user the option of downloading your Genie's contents to a single PDF file, which includes all text, links and concepts. The user can then print out the Genie PDF.
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Build FAQs

» How do I create a new Genie?
» How do I copy or reuse a Genie that I have already created?
» How do I delete a Genie?
» Can you customize Knowledge Genie for me?
» Can I change my Knowledge Genie URL?

How do I create a new Genie?
If you have a paid Knowledge Genie plan ('Free' accounts only allow one Genie), you can create multiple Genies. You can create a Genie from scratch or copy one of your existing Genies. Or, you may delete an existing Genie and start over. Both can be accomplished by clicking the large 'Create New Genie' button at the top left of the Genie Author Area.

How do I copy or reuse a Genie that I have already created?
If you have a paid Knowledge Genie plan, you can duplicate your existing Genies by clicking the red 'Create a New Genie' button at the top right of the Genie Author Area, or click on the Accounts button on the navigation bar underneath. You will see a list of your current Genies. Clicking the 'Copy' button on the right-side of the list will allow you to duplicate the Genie.

How do I delete a Genie?
You can delete existing Genies by clicking on the accounts button on the right hand nav bar in your Genie Author account. You will see a list of your current Genies. On the right hand nav bar of your Author area you will see a list of your Genies. Click the “Delete” Genie button. Your Genie will be permanently removed from the system.

Can you customize Knowledge Genie for me?
Yes we can. Send us an email to let us know what you're thinking.

Can I change my Knowledge Genie URL?
Yes. You can change the URL by logging in, clicking the 'Account' tab and then 'Change our URL' link. Only the account owner can make this change. No data or information will be lost—everything will remain the same except that your Genie will have a new URL. Note: When you change your URL, all links to your old URL expire. You’ll have to let everyone (including all your clients) know that your URL has changed. They will also need to re-subscribe to RSS feeds and iCal feeds if they use those features.
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User Information

» How do I add users?
» How do I delete users?
» How do I retrieve a user’s lost password?

How do I add users?
You can add users to your Genie by clicking on the 'Accounts' button in your Genie Author account. You will see a list of your current Genies. Click on the appropriate Genie. At the top left is an 'Add User Button.' Click the button and you will be taken to a sign-up form. Fill out as needed. You can also edit the email invite below the form. Your user will be sent this email along their login information.

How do I delete users?
You can manage your Genie users by clicking on the 'Accounts' button in your Genie Author account. You will see a list of your current Genies. Click on the appropriate Genie. A list of those Genies users will come up. Click the 'Delete user' button. The user will be permanently removed from the system as well as all their personal information.

How do I retrieve a user’s lost password?
Direct your user to the Genie login page. On the Genie Profile page, the user can request that their password be sent to their email on record. If their email is not correct, you will be able to update their email address in your user accounts area. Note: For security purposes, you are not able to access your user’s passwords.