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

Note taking

In both face to face and telephone interactions, it is essential to take written notes of the main points of the conversation. These notes are your reference for checking that you have fully understood the details of the client's enquiry.

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Recording queries As well as checking your understanding of the query, can you suggest another reason why it is important to record the enquiry in writing? You may have to put the query on one side for actioning later or you may pass it on to a colleague to deal with. In both cases a written record will be essential.

Now move on to Clear and grammatical e-mails ...