Success at the Enquiry Desk: Successful Enquiry Answering Every Time. 4th ed.

Citation

du Preez, M. (2003), "Success at the Enquiry Desk: Successful Enquiry Answering Every Time. 4th ed.", The Electronic Library, Vol. 21 No. 4, pp. 382-383. https://doi.org/10.1108/02640470310491649

Success at the Enquiry Desk, which has been revised for the fourth time, was originally designed to become a “one‐stop” manual of techniques that will be effective in large or small libraries. Its purpose was, and still is, to assist the information professional to perform more effectively, especially now that users think they are expert searchers themselves. The information professional is introduced to the techniques that can help them deal with enquiries on any subject, whether or not there are any publications about it in this essential desk‐book. The fourth edition now also includes advice on when and when not to use the Internet, how to deal with an information overload, and how to add value to answers by presenting them effectively.

Owen lists five fundamentals for successful enquiry answering at the onset. He then describes nine steps to successful enquiry answering and lists about 25 multi‐purpose reference sources information workers cannot afford to ignore. These sources are all UK sources and their printed versions might not be available to reference workers working outside the UK. There are many references within the book though to alternative US resources that information workers might find very useful. Chapter 10 offers a guide to the key reference sources mentioned in the book, with some annotations that could be most helpful, even to the non‐UK based information worker. Advice is also given as to which local information sources could be great assets to the reference librarian.

This book is a step‐by‐step guide aimed at helping the information professional to become self‐sufficient in answering enquiries. Chapters 1‐4 show how to avoid misunderstandings by asking the right questions, determining how much information is needed, and how to start identifying and choosing sources. Chapter 5 offers some excellent tips for efficient search strategies by showing the information worker how to search systematically and get the best out of the Internet. Owen then advises the reader in Chapter 6 on how to meet deadlines and on what to do when chosen sources fail. The reader is now also guided in how to properly present the answer to the user.

Chapter 9 describes how completed enquiries could be used to develop a library’s services by assessing enquiry performances, reviewing the sources that were used and by ensuring that the right tools are available for the future.

Success at the Enquiry Desk forms part of the successful LIS professional series and is indispensable for all libraries. It will appeal to every information worker and student for its accessible, practical advice.