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Discover how to successfully deal with enquiries in this popular one day workshop: Giving a good answer 30 November, 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 answer 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. How will this event help you? This event will examine the processes from the initial encounter with an enquirer through the definition, searching and response, which is basic to a good information service. There will be a focus on the diversity of sources that now exist to help in responding to both new and the more familiar demands for help in library and information services. By the end of the day you 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. It could be useful for those who aim to move into or return to work in the area of information service, whether in a small unit of within a larger organisation. You will have an opportunity to refresh your searching skills and test awareness of the scope of new source materials. Programme 9.15 Registration & coffee 9.45 Welcome & introductions 10.15 People skills First impressions, establishing contacts. What constitutes good or bad service? 10.45 What do we know about enquiry services? 11.15 Coffee 11.30 Analytical skills Identifying types of enquiry Assessing sources Research strategies - questioning techniques (including a demonstration of use of the Internet) 1.00 Lunch 2.00 Mental mapping. Practical session 2.15 Practical skills Searching some sources Optional refresher session on IT sources 3.00 Tea 3.15 Feedback from practical session 3.30 Personal skills Making connections-helping yourself-helping the users 4.00 Outcomes from the day, points for reflection 4.30 Close. Places limited to: 25 Workshop leader: Margaret Redfern, Megalibre Associates Margaret is an independent trainer with extensive experience related to the education, training and continuing professional development of library and information services staff. Contributor Kim Greenfield, Assistant College Librarian, Farnborough College of Technology Fees LA Personal members £120 plus VAT (£21.00) £141.00 LA Institutional members £143 plus VAT (£25.02) £168.02 Non members £168 plus VAT (£29.40) £197.40 LA Student/unwaged members £25 plus VAT (£4.37) £29.37 To make a confirmed booking, please complete and return the booking form below by fax on 020 7255 0561. Alternatively, to make a provisional booking, please call Professional Development on 020 7255 0560 or email [log in to unmask] bookingform I would like to confirm a place on the following Workshop: (this constitutes a confirmed booking) Title of event: _________________________ Date: ___/___/___ Surname: ____________________________________ First name: __________________________________ Job title: ____________________________________ Organisation: ________________________________ Address: ____________________________________ Town:________________ Postcode:______________ Tel___________________ Email: _______________ Are you a LA Member? YES * NO * Personal * Institutional * Student * Unwaged * N.B. If you are a Personal Member, but your employer is paying, they will still be charged at Personal Member rate. LA membership no: ___________________________ Dietary/special requirements (sensory or physical) ___________________________________________ Payment of fee EITHER: __ Please invoice. Please give name and address if different from above: ____________________________________________________ ____________________________________________________ (Payment is required within 30 days of invoice) * I enclose a cheque for: £_______________ (payable to The Library Association) * Please tick if a receipt is required OR __ Please debit by credit card for: £_________ (Access or MasterCard only) Card no: __________________________________ Expiry date: _________________________________ Signature: ___________________________________ Name of cardholder:_______________________ Cancellation of a confirmed booking on the day will incur the full fee, or if received 7 working days prior to the event, 50% of the fee will be due. Please return to: Professional Development, LA Enterprises, The Library Association, 7 Ridgmount Street, London, WC1E 7AE or fax us on 020 7255 0561. %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%