Success At The Enquiry Desk

To be successful, information managers constantly need to reassess the effectiveness of their information services, and to ascertain whether they are delivering the services their users actually need. Given that information services can now transcend the restrictions of a particular physical location or specific opening hours, it is more essential than ever to take advantage of the opportunities afforded by new technologies. Through the use of case studies, this resource shows how to revamp an existing service, as well as how to create one from scratch. Key issues covered include: . Introducing the concept of the e-information service . What kind of an information service do you want to provide? . Where are the customers? . What kind of information do your customers need and in what formats? . Who needs to be involved in your plans? . Budgeting for your e-information service . Keeping in touch with your customers . Keeping one step ahead of your competitors. Also includes an illustrated glossary of sample electronic services and a list of further information sources. Regardless of the type or size of your organization, this reference will help broaden your horizons, as well as those of your users."

How ambitious are you? Do you have a career plan? Are your skills up-to-date? Where do you want to be in three, five or ten years' time? This book is an essential read for any information professional eager to prosper in the library and information environment of the 21st century. It offers guidance on managing every stage of your career, whether you are a new entrant to the profession wishing to know how to get a foot on the ladder, an information professional in mid-career wishing to progress, or a candidate for a more senior position needing a view of the current state of the profession. Since publication of the first edition there have been a number of changes in employment law, and in the range of skills - online, linguistic, negotiating and consultancy, for example - required for an information professional to be able to deliver the information services of the future. Making full use of case studies, summaries, further readings and referrals to websites and other sources of practical help, this indispensable guide offers advice on: Challenges and changes in employment for LIS professionals Acquiring new types of skills Your master career plan Starting your career in information work Applying for a job Your successful interview Going for promotion Looking sidewards. Readership: This is an essential deskbook to explore if you are an information professional in any sector and at any level wishing to learn the skills and techniques to sell yourself with confidence to current and future employers.

This best-selling 'one-stop' practical guide is designed to help all information professionals become self-sufficient in answering enquiries. Step by step, the book guides the reader through all stages of research, from finding out what the enquirer really wants to providing a polished, value-added answer. There’s an emphasis throughout on how to make the best use of limited resources – and a final chapter offers practical advice on how to set up an enquiry service from scratch or revive a run-down one. This fully updated sixth edition features a brand new chapter on remote enquiry handling by email, SMS and instant messaging. It has cutting-edge coverage of developments in mobile media, social networking, microblogging and e-books. The new Starter Sources section provides an essential and up-to-date list of quality-checked reference sources, on the web and in print. In this edition: • What do they really want? (How to make sure you really understand the question.) • Flying blind. (Why remote enquiry handling is different.) • Getting started (Dealing with the panic – thinking clearly.) • Smarter searching. (Tips for efficient search strategies.) • Help! Everything’s going wrong. (When you can’t find the answer and you’re running out of time.) • Success! Now let's add some value. (Presenting your answer well is part of the job.) • Setting up – how do you start? (Establishing your own enquiry service from scratch.) • Choosing your toolkit. (Resources that you’ll need to run your enquiry service.) 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.