HANDLING ENQUIRIES: THE BASICS
30 October 2007, London
Presented by the author of the Facet book Success at the Enquiry Desk (free copy to all participants), this one-day course will reassure you that there are techniques you can use to tackle any enquiry, even if you know nothing about the subject or the information sources available to answer it.
BENEFITS OF ATTENDING
With practical group exercises based on real enquiries throughout, the course will guide you through the entire enquiry handling process, from taking the initial enquiry through searching efficiently to finding an answer and deciding what to do if you can't find one. It will also introduce you to some of the professional information sources that can be used to go one step beyond what your enquirers can do for themselves using the web and search engines.
BY THE END OF THE EVENT PARTICIPANTS WILL HAVE:
· learned and 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
WHO SHOULD ATTEND?
· anyone who is new to enquiry work or is looking for a refresher on the basic techniques
· anyone 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 is the author of Success at the Enquiry Desk (Facet Publishing 5th ed 2006). He has over 25 years' experience of enquiry handling - in quick reference, special enquiry work and extended desk research. Tim is an independent information consultant and a member of CILIP.
PROGRAMME
9:15 Registration and coffee
9:45 Welcome and introductions
10:15 What do you really want?
Practical: interrogation strategies and questioning techniques
11:15 Coffee
11:30 Getting started
Practical: imagining the final answer
12:15 Choosing sources and delivery media Overview: multipurpose information sources to get you started
1:00 Lunch
1:45 Devising your search strategy
Practical: determining the best information sources and delivery media for the purpose
2:15 Efficient searching
Overview: tips, techniques and pitfalls
3:00 Tea
3:15 Finding an answer
Practical: searching on the web; considering use of alternative professional sources
3:45 What to do if you can't find one
Practical: managing the enquirer's expectations; negotiating a compromise answer; referring the enquiry elsewhere
4:15 Final comments and questions
4:30 Close
PLACES ARE LIMITED TO: 12
FEES
CILIP personal members: £200 plus VAT £235.00
CILIP institutional members: £240 plus VAT £282.00
Non members: £280 plus VAT £329.00
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/2007/libinfo/Handlingenquiriesthebasics.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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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.
CILIP keeps any personal information you supply for the purpose for which you have provided it. It is not passed to other organisations unless this is made explicit when you supply it or if we are legally required to do so. However the Institute may from time to time wish to send you information about other services or products it provides.
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:
Cara Watson
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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