Are you involved in enquiry work?
Then why not attend one of the most popular workshops in The Library
Association's professional development programme:
Giving a good answer
On 28 March, in London
"I don't know the answer, but I know how to find out"
This familiar statement is the starting point for the handling of many
enquiries. The manner in which it is said and followed up can make or break
the reputation of an information or library service. Giving good answers to
requests for information depends on, skilled assessment of sources, an
understanding of helpful and accurate indexing and particular attention to
the interpersonal skills of good service.
Benefits from attending
This workshop will highlight the key skills required and examine the
processes involved from the initial encounter with an enquirer through to
the definition, searching and response, in providing a good information
service. The diversity of sources that must be considered in order to
respond effectively to both new and the more familiar demands for help in
library and information services, will also be covered.
By the end of the event participants will have:
* examined the process of handling an enquiry
* identified strategies available for finding answers
* considered the impact of technology on enquiry services
Who will benefit from attending?
Those who are interested in giving high quality service who wish to refresh
their searching skills and test their awareness of the scope of new source
materials. It could be useful for those who aim to move into or return to
work in the area of information services, whether in a small unit or within
a larger organisation.
Programme
9.00 Registration & coffee
9.30 Welcome & introductions
9.45 1. People skills
First impressions, initial contacts. Group work
10.15 Encountering enquirers, managing the process
What do we know about enquiry services? Group work
11.15 Coffee
11.30 2. Analytical service skills
Types of enquiry - questioning techniques
12.00 Assessing the sources
Developing search strategies
1.00 Lunch
2.00 3. Practical skills
Mental Mapping
2.15 Sources and searching
(optional refresher session on IT resources)
3.30 Tea
3.45 4. Managerial & personal skills
Creating confident service. Making connections-helping
yourself, helping the users
4.30 Outcomes from the day
4.45 Close
Places are limited to: 25
Workshop leader: Kim Greenfield, Open Learning Manager, Farnborough College
of Technology. Kim is an experienced librarian trainer.
Contributor: Margaret Redfern, Megalibre Associates. Margaret is an
independent trainer.
Fees
Personal members £125 plus VAT (£21.87) £146.87
Institutional members £151 plus VAT (£26.42) £177.42
Non members £175 plus VAT (£30.62) £205.62
Student/Unwaged members £25 plus VAT (£4.37) £29.37
How to book
To make a confirmed booking simply complete the booking form below and
return it by fax to Professional Development on 020 7255 0561.
Alternatively, to provisionally book a place please call us on 020 7255
0560, textphone 020 7255 0505, or email [log in to unmask]
bookingform
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Please return to:
Professional Development, LA Enterprises, The Library Association, 7
Ridgmount Street, London, WC1E 7AE
or fax us on 020 7255 0561.
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