- Organisation:CILIP
- Provider:Training & Development
- Category:Library and information management
Watch introductory video
29 September 2010
With practical group exercises based on real enquiries throughout, this course will guide participants through the entire enquiry handling process, from taking the initial enquiry, through to searching efficiently and finding an answer.
Benefits of attending
This course enables participants to go one step beyond what enquirers can do for themselves by applying strategic questioning, analytical skills and smarter searching.
By the end of the course participants will have:
- practised questioning strategies and techniques to ensure that they really understand what the enquirer wants
- discovered how to analyse enquiries to work out where the final answer can be found
- reviewed some of the professional information sources available to help you get started on a wide range of enquiries
- discussed how to search with maximum efficiency, avoiding common searching pitfalls
- considered what to do if the answer can’t be found
Programme
- What do you really want? Practical: interrogation strategies and questioning techniques
- Getting started - Practical: imagining the final answer
- Choosing sources and delivery media - Overview: multipurpose information sources to get you started
- Devising your search strategy - Practical: determining the best information sources and delivery media for the purpose
- Efficient searching - Overview: knowing the pitfalls and avoiding them
- Devising your search strategy - Practical: determining the best information sources and delivery media for the purpose
- Finding an answer - Practical: putting all the ideas into practice
- What to do if you can’t find the answer - Overview & practical: managing expectations; negotiating a compromise answer; referral
Places are limited to: 18
09.15 Registration - 09.45 Start - 13.00 Lunch - 16.30 Close
Special offer: All participants in this course will have the opportunity to purchase a copy of Tim’s book Success at the Enquiry Desk at a 35% discount.
Who should attend?
Anyone new to enquiry work or needing a refresher on the basic techniques. Those looking for a systematic way of tackling enquiries, whatever the subject. Anyone who wants to boost their confidence in dealing with enquirers and finding information.
Course leader
Tim Buckley Owen
Tim has 40 years' experience in information provision - as a librarian, information manager, trainer, writer and consultant. He has set up and run effective information services including current awareness, on-demand information requests and resource discovery - and he's the author of the leading basic textbook on enquiry handling.
Fees
CILIP personal member: £220 + VAT
CILIP organisation member: £265 + VAT
Non members: £310 + VAT