6.1 Define the detail of a complex enquiry in conjunction with the client

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
3. Determining the nature of detailed information to be provided
4. Constraints

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 "search engine syntax", be sure to explain it.

1	Explain Dark Internet How would you explain "the Dark Internet" to a client who is not familiar with this term? You might say something like "By the Dark Internet I mean all those web-sites which for one reason or another are not found by search engines like Google or Yahoo."

Conversely a client with expertise in the field they are enquiring about is likely to use specialist or technical vocabulary when describing the search topic. Such vocabulary can be useful for you when you are deciding on your search terms (see Outcomes 2 and 3) but make sure that you fully understand the meaning of any such specialist terms. The client should be able to explain them to you.

Now let's have a look at Body language ...