By: Tim Buckley Owen

Paperback

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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.

About previous editions: 'Tim Owen has done a cracking job... This really is a most excellent text. The style is lively without being patronising. This title should be required reading for LIS students...' MANAGING INFORMATION 'This book is on my list of must have titles, order it for your office now!' INFONEWS

What do they really want? (How to make sure you really understand the question.) Flying blind. (Why remote enquiry handling is different.) Getting started - suppressing the panic. (Imagining what the final answer will look like.) More on choosing sources and media. (How to decide on the best media for the job.) Smarter searching. (Tips for efficient search strategies.) Quick! Time's running out. (How to meet deadlines every time.) Can't find the answer - what now? (What to do if your chosen sources fail.) Success! Now let's add some value. (Presenting your answer well.) Sign-off - what can we learn from this enquiry? (Using completed enquiries to develop your service.) New job - where do you start? (Setting up an enquiry service from scratch.) Starter Sources: links to professionally edited information sources that provide quality-checked content.

ISBN: 9781856048118
ISBN-10: 185604811X
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 160
Published: 18th May 2012
Publisher: Facet Publishing
Dimensions (cm): 23.4 x 15.7  x 1.4
Weight (kg): 0.294