"I don't know the answer, but I know how to find out"
Giving a good answer
A one day workshop on 11 October, Library Association, London
The familiar statement above 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.
How will this event help you?
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 which 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 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 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.
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.
Kim Greenfield, Assistant College Librarian, Farnborough College of
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
11.30 2. Analytical service skills
Types of enquiry - questioning techniques
12.00 Assessing the sources
Developing search strategies
2.00 3. Practical skills
2.15 Sources and searching
(optional refresher session on IT resources)
3.45 4. Managerial & personal skills Creating confident service. Making
connections-helping yourself, helping the users
4.30 Outcomes from the day
Places limited to: 25
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/Uwaged 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 faxt to Professional Development on 020 7255 0561.
Alternatively, to make a provisional booking please call us on 020 7255 0560
, textphone 020 7255 0505, or email [log in to unmask]
I would like to confirm a place on the following
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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.