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"
PLACES ARE LIMITED TO: 18
9.15 Registration & coffee
9.45 Welcome & introduction
10.00 People skills
First impressions, initial contacts.
10.30 Encountering enquirers, managing the process
What do we know about enquiry services? (Group work)
11.45 Analytical service skills
Types of enquiry - questioning techniques
12.15 Assessing the sources
Developing search strategies
2.00 Practical skills
2.15 Sources and searching
(optional refresher session on IT resources)
3.45 Managerial & personal skills
Creating confident service. Making connections - helping yourself, helping the users
4.30 Outcomes from the day
CILIP personal members:
£180 plus VAT (£31.50) £211.50
CILIP institutional members:
£215 plus VAT (£37.63) £252.63
£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
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