Paper details

Materials for WORKSHOP A

Author

Tim Buckley Owen, Independent Information Industry Commentator, United Kingdom

Documents to download

Full text Presentation

Abstract

Everyone knows that answering enquiries in the 21st century is completely different from how it was in the 20th and it’s technology that has made all the difference – right?

Wrong! Technology is just the enabler. It’s enquirers’ habits and expectations that have changed. 21st century enquirers are remote, mobile and think they know it all. So how are library and information professionals to respond?

Join Tim Buckley Owen, author of Successful Enquiry Answering Every Time, to find out how you can ensure that your people skills are fit for the 21st century.

When we can’t see, and often can’t even hear our enquirer, we are deprived of over 90% of the clues that we take for granted when dealing with people face-to-face. The risk of misunderstanding – even offence – is high. So our questioning and customer care skills are more important than ever before. Your enquirer frequently has access to exactly the same information resources as you do, on the web. So you have to demonstrate your professionalism by adding value to your answer and locking the enquirer into your services.

With assistance from INFORUM keynote speaker Barbara Buckley Owen, this lively workshop will offer plenty of opportunity for group discussion and problem solving. It will help you get to grips with some of the challenges of being a 21st century library and information professional – including some that you probably never even thought of.

cerge.gif

The workshop is organized in cooperation with CERGE-EI.


Organized by

Albertina icome Praha
VŠE

Main Sponsor

Albertina icome Praha & Albertina icome Bratislava

Media and Technology Partners

Ikaros

INCAD

LibRa

banner
http://www.inforum.cz/proceedings/2012/85/
www.inforum.cz
crawl=CC-MAIN-2013-20
9440
application/http; msgtype=response
sha1:ZGKUJQRPG44CQF52BKC4VT3D347YI4DN
<urn:uuid:888753b4-b526-4317-9b27-30dba766d944>
2013-05-24T20:32:18Z
193.85.160.91
sha1:NZ6LLXKMW7QBY5S3BJC37QTOMGGUOABJ
<urn:uuid:8484356a-5b67-42d2-a1a1-a3f2e0a2e8df>
http://www.inforum.cz/proceedings/2012/85/
response
<urn:uuid:7a372475-8440-46a5-8a79-fe6d1a7931c6>
robots: classic
hostname: ip-10-60-113-184.ec2.internal
software: Nutch 1.6 (CC)/CC WarcExport 1.0
isPartOf: CC-MAIN-2013-20
operator: CommonCrawl Admin
description: Wide crawl of the web with URLs provided by Blekko for Spring 2013
publisher: CommonCrawl
format: WARC File Format 1.0
conformsTo: http://bibnum.bnf.fr/WARC/WARC_ISO_28500_version1_latestdraft.pdf