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GIVING A GOOD ANSWER 17 January 2006, 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 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. WORKSHOP LEADER: TERRY BECK A Chartered Librarian, formerly a lecturer at the University of North London and currently works 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" PLACES ARE LIMITED TO: 18 PROGRAMME 9.15 Registration & coffee 9.45 Welcome & introduction 10.00 People skills First impressions, initial contacts. (Group work) 10.30 Encountering enquirers, managing the process 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 Practical skills Mental Mapping 2.15 Sources and searching (optional refresher session on IT resources) 3.30 Tea 3.45 Managerial & personal skills Creating confident service. Making connections - helping yourself, helping the users 4.30 Outcomes from the day 4.45 Close FEES CILIP personal members: £180 plus VAT (£31.50) £211.50 CILIP institutional members: £215 plus VAT (£37.63) £252.63 Non members: £250 plus VAT (£43.75) £293.75 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/2006/persdev/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.) BOOKING FORM: I would like to book a confirmed place on GIVING A GOOD ANSWER - 17 January 2006, London Title: ____________ First name: _________________ Surname: ____________________________________ Job title: ____________________________________ Organisation: ________________________________ Address: ____________________________________ Town:________________ Postcode:______________ Email address: ________________________________ Tel___________________ Fax: __________________ Are you a CILIP member? YES __ NO __ Personal* __ Institutional __ Student** __ Unwaged __ * If you are a Personal Member, but your employer is paying, they will still be charged at Personal Member rate. ** The Student rate applies to personal payers only - but not if organisations are paying the fee CILIP membership no: __________________________ Dietary/special requirements (sensory or physical) ___________________________________________ PAYMENT OF FEE: Option 1: __ Please send an invoice (Your payment will be due within 30 days of the invoice date). Please give invoice name and address if different from above: Invoice Name________________________________________ Invoice Address_______________________________________ _____________________________________Postcode_________ Option 2: __ I enclose a cheque (payable to CILIP) for £_______________ Please tick here if you require a receipt: __ Option 3: __ Please debit £_________ to my credit card Credit card details: Name of cardholder:_______________________ Card no: __________________________________ Expiry date: _________________________________ Signature: ___________________________________ 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: Jodie Angel 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