Success at the enquiry desk : successful enquiry answering - every time (4th ed)

A desk-book designed to help the information professional become self-sufficient in answering enquiries, this title 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 that should be equally effective in large or small libraries and information units, the emphasis is on how to make the best use of limited resources.

The fully revised and expanded edition of this guide offers further advice on when and when not to use the Internet, how to deal with information overload and how to add value to answers by presenting them effectively.

It also has a new chapter "Sign-off: what can we learn from this enquiry?" which looks at how new sources, gleaned from successfully completed enquiries, can be exploited to develop the information service even further.