Book title: Success at the Enquiry Desk
Type: book
Author: Buckley Owen, Tim
Year: 2006
Edition: 5th
ISBN: 1856046001
Publisher: Facet Publishing
Publisher's Description: "This essential desk-book helps 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, 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 one 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. This fifth edition of the 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 a brand new chapter on acquiring the right tools for the job."
Reviewer: Sarah Jackson (Senate House Library, University of London)
Book Rating: 4/5
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Review Summary:
The book provides a good introductory grounding in the art of answering enquiries for the beginner.
Review
As the author says, ‘everyone’s an expert searcher these days – or so they think …’. It is important that information professionals use their skills and knowledge to search both the internet and specialist tools effectively. In this fifth edition of Success at the Enquiry Desk, Tim Buckley Owen gives a wealth of tips in his short, but well-structured book on answering enquiries. The author is a chartered librarian, independent writer and trainer, with over thirty-five years of experience in enquiry work. Each revised edition of the book incorporates feedback from participants on his courses. The book is a useful addition to existing literature in the field, and will especially benefit LIS students, and professionals with little experience of enquiry work.
The book introduces the reader to a variety of techniques for handling enquiries. Tim Buckley Owen uses amusing examples to illustrate his points. One interesting chapter describes different types of enquirer, and how to question them effectively to elicit information. Another particularly useful aspect of the book is the sample enquiry form. Although it may not always be practical to use this in a face-to-face situation, it is a valuable exercise for those new to information work or taking written enquiries. The enquiry form is a good template for thinking through the process of answering an enquiry. It provides a way of recording the enquiry and the time taken to answer; and of listing sources checked and any new information elicited, for the benefit of colleagues. Thus, the enquiry form would act as a useful training tool and a technique for record keeping.
Success at the Enquiry Desk also provides an overview of reference sources. These include the internal, such as library catalogues, reference works and newspapers, as well as specialist information sources – both printed and electronic publications, which can be subscription-based or freely-available over the Internet. A handy list of general reference sources is provided, ranging from BBC News Online and BNB, to Keesing’s Record of World Events and Ulrich’s Periodicals Directory.
This fifth edition takes into account Web 2.0 technology, such as weblogs, wikis and RSS feeds. It also features a new section on establishing and developing an information service when new in post. Whilst interesting, this chapter is of limited use to the general reader, as it concentrates on the solo worker or the LIS professional who is setting up a service from scratch. Here, the author stresses the importance of ongoing communication to promote the information service and maintain a high profile and current awareness – something which none of us can be complacent about.
Readable and thoughtfully structured, with well-defined chapters, Success at the Enquiry Desk covers just what it says it will on the cover. It provides a good grounding for those who lack experience in enquiry-handling. The examples are thought-provoking and illustrate the sort of pitfalls one can encounter when working at the enquiry desk. This book would be most useful to library and information students, and in training staff in enquiry work.
About the Reviewer
Publicity and External Relations Manager, Senate House Library, University of London
Please note: Book reviews are provided for guidance only. The views expressed in the reviews are the personal opinions of the reviewer alone. They do not represent the views or opinions of the Higher Education Academy Subject Centre for Information and Computer Sciences, its staff or agents.
