1.1 Define the precise nature of the enquiry in conjunction with the client

Table of Contents

1. The Reference Interview
2. Finding out what the client wants to know
3. Spoken and written communication
   1. Factors leading to good communication
   2. Spoken language
   3. Body language
   4. Feedback
   5. Note taking
   6. Writing e-mails
4. Open and Closed Questions
5. Nature of information required
6. Constraints
7. Special needs
8. Further Information

Spoken language

You should use language which is appropriate to the client, avoiding talking down to the client or, at the other extreme, baffling the client with specialist jargon. If you do have to use a term which the client may not understand, eg "bibliography", be sure to explain it.

1

Describing a search engine How would you explain "search engine" to a client who is not familiar with this term? You might say something like "A search engine allows you to search for websites related to a particular topic. To use a search engine, you have to choose and type in appropriate key words describing the topic."

Now move on to Appropriate body language ...