May 2017 | 192pp
CILIP members price: £39.95
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This book guides the reader step-by-step through all stages of the research process, from finding out what the enquirer really wants, to providing a polished, actionable, value-added answer.
Continuously in print since 1996, and now in its seventh edition, Successful Enquiry Answering Every Time has evolved to focus on the information professional’s role in encouraging information literacy, managing the desk research process, and presenting research results effectively.
The book takes account of every technological development that has impacted on the research process, including social media, mobile communications and the exponential expansion of images as potential sources of information.
Using technology as the enabler of the thought processes that information professionals need to engage in during the enquiry answering process, the book makes the case that new
technology, far from making them irrelevant, raises the skill stakes for all information professionals.
This new edition has been fully updated to cover new skills, such as:
Readership: 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. Anyone working in a contact centre – dealing with information enquiries or processing transactions or trouble-shooting technical issues – should find it useful too. And it's particularly valuable for information professionals and those working on enquiry desks in academic, public, school and special libraries. It doesn’t matter whether your job is actually finding answers for people or helping others find the answers for themselves. This book is for you.