Table of Contents

  1. Reference interview techniques for complex enquiries
    1. Defining the nature of the enquiry
    2. Communication skills
    3. Spoken language
    4. Body language
    5. Feedback
    6. Note taking
    7. Writing e-mails
    8. Open and Closed Questions
    9. Using open and closed questions
  2. Eliciting information and advice from knowledgeable clients
    1. Determining the starting point
  3. Determining the nature of detailed information to be provided
    1. Quantity
    2. Level
    3. Other factors affecting level
    4. Format
    5. Other factors affecting format
  4. Constraints
    1. Deadlines for completion
    2. Difficulties in meeting deadlines
    3. Currency of information
    4. Language
    5. Special needs