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

Writing e-mails

If you are using e-mail to communicate with the client, it is important to establish a cordial tone while remaining concise and to the point. Writing clearly and grammatically is key to this, as is structuring your e-mail so that the client can follow it easily and respond appropriately.

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Logical order for e-mail Rearrange these sections into a logical order for an e-mail: 1. Your proposals for how you will action the enquiry 2. Thank client for the enquiry 3. Statement of when you will provide the search results 4. Request for confirmation from the client that your proposed actions and timescale are acceptable 5. Summary of what the enquiry consists of The correct sequence is: 2-5-1-3-4 Thank client for the enquiry Summary of what the enquiry consists of Your proposals for how you will action the enquiry Statement of when you will provide the search results Request for confirmation from the client that your proposed actions and timescale are acceptable

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