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Click on the cover image above to read some pages of this book! 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 , 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. 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.
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Connect your team with the practical tools, original research and expertise to build and support information strategy in your organisation. Identifying actual sources Coming next — smarter searching 4. More Details But while the days of personal intervention in this kind of enquiry are inevitably numbered, the professional skills that underpin them are not. Authors: Chris Oliver.
Description Table of Contents Product Details Click on the cover image above to read some pages of this book! Introduction: Why thinking skills matter Eight essential thinking skills for successful enquiry answering 1 What do they really want?
Using your analytical thinking skills to understand the question Avoiding misunderstandings Asking the right questions Does all this really work? Agreeing the task Finding out how long you've got Coming next - when the enquirer's not there 2 Why remote enquiry handling is different Anticipating problems by thinking emphathetically Can't see, can't hear - the risk of misunderstanding, even offence Keeping your remote enquirer on-side Keeping good records Coming next - avoiding panic, thinking on your feet 3 Getting started Dealing with the panic by thinking imaginatively Imagining the final answer Choosing the best type of source and delivery medium Does all this really work?
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Successful Enquiry Answering Every Time is designed to guide information professionals through all the stages of research, from finding out what the enquirer. "With its cutting edge coverage of contemporary developments, Successful Enquiry Answering Every Time is much more than was ever taught to trainee.
All listings for this product Buy it now Buy it now. New New. About this product Product Information 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. Additional Product Features Author s.
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