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

Table of Contents

1. Reference interview techniques for complex enquiries
2. Eliciting information and advice from knowledgeable clients
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

Quantity

We tend to think that our problem in information searching will be an inability to find enough information. This can indeed sometimes be the case. But using the Internet often results in the reverse situation - an overabundance of results. Providing too much information is just as unhelpful as providing too little. You must clarify the scale of information required by the client in order to fully satisfy their needs.

If the search produces a large amount of information, you should determine whether the client wishes you to undertake any filtering on their behalf before presenting the information or whether they wish to see the full search results. If filtering is requested, you must establish with the client the criteria which are to be applied. Conversely, if the search results are meagre, you should seek guidance from the client as to the possibility of broadening out the search.

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