Success at the Enquiry Desk: Successful Enquiry Answering - Every Time

"Success at the Enquiry Desk" is an essential desk-book to help the information professional become self-sufficient in answering enquiries. Step by step, it guides the reader through all the stages of research, from finding out what the enquirer really wants to providing a polished, value-added answer. Designed as a 'one-stop' manual of techniques which will be equally effective in large or small libraries and information units - and in any subject area - the emphasis is on how to make the best use of limited resources. It includes the author's list of 25 multi-purpose reference sources you can't afford to ignore, and the crucial "Success at the Enquiry Desk" enquiry form, which is especially designed to match the book's step-by-step approach to enquiry answering. The fifth edition of this best-selling practical guide is fully revised throughout, with new examples and techniques. It illustrates when and when not to use the web, and assesses new developments including blogs, wikis and RSS feeds. It also includes an entirely new chapter on using your previous enquiry answering experience to create a brand new information service.