Abstract

This best-selling 'one-stop' practical guide is designed to help all information professionals become self-sufficient in answering enquiries. Step by step, it guides the reader through all stages of research, from finding out what the enquirer really wants, to providing a polished, value-added answer, with an emphasis throughout on how to make the best use of limited resources. This fully updated sixth edition features a brand new chapter on remote enquiry handling by email, SMS and social media. It has cutting-edge coverage of developments in new mobile media (smart phones and e-books), assessing new sources of information (crowdsourcing, blogs) and how to manage, evaluate and improve remote enquiry handling. The new 'Starter Sources' section provides an essential and up to date list of quality-checked reference sources, on the web and in print. Ideal for anyone who has to answer enquiries from users, in any environment, this essential manual is suitable for use in large or small libraries and information units. It's particularly valuable for information professionals and those working on enquiry desks in academic, public, school and special libraries.
"With its cutting edge coverage of contemporary developments, Successful Enquiry Answering Every Time is much more than was ever taught to trainee librarians. It is highly recommended for students, librarians, and library educators and also for anyone who has to answer questions in a contact centre or enquiry desk anywhere. Whether finding answers or teaching others how to find answers, this book is a goldmine of effective ideas." - Australian Library Journal
Tim Buckley Owen BA DipLib MCLIP is an independent writer and trainer with over 40 years' experience of information work - at Westminster Central Reference Library, the City Business Library, and as Principal Information Officer at the London Research Centre. He has also held strategic media and communications posts at CILIP, the Museums, Libraries & Archives Council and the Library & Information Commission.