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
4. Constraints
   1. Deadlines for completion
   2. Difficulties in meeting deadlines
   3. Currency of information
   4. Language
   5. Special needs

Deadlines for completion

It is important for you to gauge the urgency of the enquiry. This can range from enquiries where information is required immediately through to those where the results may be presented after some time has elapsed. You should agree with the client on the deadline for completion of the enquiry and also on the action to be taken should this deadline fail to be met for any reason.

If you cannot meet the deadline for completion of the enquiry, clearly it is important to explain to the client the reasons for this. Perhaps the enquiry has turned out to be much more complex than was originally envisaged. A specialist member of staff who would normally have handled the enquiry may be absent through sickness. Technical problems resulting in Internet access being temporarily unavailable can also throw your enquiry off schedule.

Let's take a look at Difficulties in meeting deadlines ...