Handling Enquiries
This unit provides the student with a practical approach to dealing with a variety of enquiries and enquirers. The course will teach a variety of techniques for identifying the nature of the enquiry, sourcing the required information and presenting the information.

On completing the unit, students will be able to:

• recognise the different types of reference enquiry
• devise a strategy for dealing with requests for information
• identify reference sources appropriate to the enquiry
• evaluate and use a range of references sources
• systematically record search results
• present search results in an appropriate manner

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1 Introduction

1.1 Objectives of unit
1.2 Distance learning
1.3 Organisation
1.4 Assessment procedures

2 The information environment

2.1 Types of enquiry
2.2 Bibliographic enquiries
2.3 Factual enquiries
2.4 Subject enquiries

3 Enquiry handling techniques

3.1 The reference process
3.2 The reference interview
3.3 Query analysis
3.4 The search
3.5 The review

4 Information sources: general

4.1 Introduction
4.2 Dictionaries
4.3 Encyclopaedias
4.4 Yearbooks
4.5 Directories
4.6 Handbooks

5 Guides to the literature

5.1 Introduction
5.2 Bibliographies
5.3 Periodical title directories
5.4 Indexes and abstracts
5.5 Annual reviews and progress reports

6 Information sources: specialised

6.1 Introduction
6.2 Statistical sources
6.3 Standards
6.4 Patents
6.5 Trade literature
6.6 Report literature

7 Providing the information

7.1 Presentation and format
7.2 Bibliographical references

Appendices 1 – 5

8 Conclusion

8.1 Summary of unit
8.2 Moving forward

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