Successful Enquiry Answering Every Time
eBook - PDF

Successful Enquiry Answering Every Time

Thinking your way from problem to solution

  1. 192 pages
  2. English
  3. PDF
  4. Available on iOS & Android
eBook - PDF

Successful Enquiry Answering Every Time

Thinking your way from problem to solution

Book details
Table of contents
Citations

About This Book

Successful Enquiry Answering Every Time is designed to guide information professionals through all the stages of research, from finding out what the enquirer really wants, to providing a polished, value-added answer.
When people want to satisfy their immediate curiosity they're much more likely to use a search engine on their mobile device than ask their local library. But while the days of personal intervention in this kind of enquiry are inevitably numbered, the professional skills that underpin them are not. This book uses technology as the enabler of the thought processes that information professionals need to engage in when answering enquiries, and makes the case that new technology, far from making them irrelevant, raises the skill stakes for all.
Now in its 7th edition, this book is fully updated to cover new skills, such as:

  • employing critical thinking to manipulate, categorise and prioritise raw search results
  • using strategic reading and abstracting techniques to identify and summarise the essential information the enquirer needs from the retrieved documents
  • drawing on established story-telling practice to present research results effectively – whether orally or in writing
  • working to the POWER model: plan, organise, write, edit, review.

This book is ideal for anyone who has to answer enquiries from users in any information role; those working in contact centres who are dealing with information enquiries, processing transactions or trouble-shooting technical issues; and information professionals working on enquiry desks in large or small academic, public, school or special libraries.

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Yes, you can access Successful Enquiry Answering Every Time by Tim Buckley Owen in PDF and/or ePUB format, as well as other popular books in Languages & Linguistics & Library & Information Science. We have over one million books available in our catalogue for you to explore.

Information

Publisher
Facet Publishing
Year
2017
ISBN
9781783302154
Edition
7
Topic
Languages & Linguistics
Subtopic
Library & Information Science
Index
Languages & Linguistics

Table of contents

  1. Title Page
  2. Contents
  3. CHAPTER 1 - What do they really want?
  4. CHAPTER 2 - Why remote enquiry handling is different
  5. CHAPTER 3 - Getting started
  6. CHAPTER 4 - Smarter searching
  7. CHAPTER 5 - Help! Everything’s going wrong
  8. CHAPTER 6 - Success! Now let’s add some value
  9. CHAPTER 7 - Don’t just give me another reading list!
  10. CHAPTER 8 - Choosing your toolkit
  11. Index