GIVING A GOOD ANSWER
15 MARCH 2005, 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 good interpersonal skills.
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. The diversity of sources that must be considered in order to respond effectively
to both new and 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 SHOULD ATTEND?
Those who are new to reference and enquiry work or 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.
WORKSHOP LEADER: TERRY BECK
A Chartered Librarian, formerly a lecturer at the University of North London and currently
working in the reference department of a large public library service. He was also an online
tutor for the two CILIP/NOF e-learning programmes.
CONTRIBUTOR: CATH ALLWOOD
Currently Business Librarian in a central London public reference library, Cath is a
Chartered Librarian with many years' experience in the academic sector too. She is also
an assessor for the NOF public library staff ICT training programme.
FEEDBACK FROM PREVIOUS PARTICIPANTS:
"Great presentation & delivery by the speakers"
"Excellent"
PROGRAMME
9.15 Registration & coffee
9.45 Welcome & introduction
10.00 People skills
First impressions, initial contacts.
(Group work)
10.30 Encountering enquirers
What do we know about enquiry services? (Group work)
11.30 Coffee
11.45 Analytical service skills
Types of enquiry - questioning techniques
12.15 Assessing the sources
Developing search strategies
1.15 Lunch
2.00 Sources and searching
(Group work)
3.15 Tea
3.30 Managerial elements
Changing nature of enquiry work. Referrals, co-operative approaches, performance measurement
4.30 Outcomes from the day
4.45 Close
FEES
CILIP personal members: £160 plus VAT (£28.00) £188.00
CILIP institutional members: £195 plus VAT (£34.13) £229.13
Non members: £225 plus VAT (£39.38) £264.38
CILIP unwaged £25 plus VAT (£4.38) £29.38
PLACES ARE LIMITED TO: 18
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING:
Please print out and complete the booking form below and return it by fax to the Training & Development Department on 020 7255 0561, or post to: Training & Development, CILIP, 7 Ridgmount Street, London WC1E 7AE
TO PROVISIONALLY BOOK A PLACE:
To make a provisional booking simply telephone us on 020 7255 0560, textphone 020 7255 0505, email [log in to unmask] or visit this workshop's web page at <http://www.cilip.org.uk/training/training/tld/givingagoodanswer.htm>
(Provisional bookings will be held for three weeks. A confirmed booking must be received within this period or your place may be lost.)
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15 MARCH 2005, LONDON
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PLEASE NOTE: cancellations received on the day will incur the full fee. If a cancellation is received in the seven working days prior to the event, 50% of the fee will be due.
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CILIP reserves the right to alter details or to cancel this event should the need arise. CILIP has provision for those in wheelchairs. Induction loops are also available.
CILIP, The Chartered Institute of Library & Information Professionals
Registered Charity no. 313014
Message sent by:
Iona Khan
Events Assistant, Training & Development
CILIP
7 Ridgmount Street
London
WC1E 7AE
Telephone: 020 7255 0560
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our web pages at: www.cilip.org.uk/training
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