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

Level

It is essential that the information provided is at a level of complexity which enables the client's full comprehension but does not patronise the client or tell them what they already know.

The following points give you some guidance as to the likely level of complexity of information required:

• the client's age (But remember age does not automatically bring wisdom! Remember too that some young people can display astonishing knowledge and expertise in subjects which interest them.)
• the client's educational attainment
• the client's display of specialist knowledge
• the client's linguistic ability

Tactful questioning can be used to make an estimation of the points listed above.

Let's take a look now at some of the Other factors affecting level ...