Intended as a training reference book for anyone entering or already in the information profession, this book adopts a light, accessible and enthusiastic approach to enquiry work. It is easy to read and lively, and the author discusses the many problems which may be encountered day to day by staff in a busy department.
This revised 2nd edition has now been expanded to provide useful pointers to information provision in the fast moving “Global Information Age”. One of the most valuable additional features is the inclusion of an Internet resource list giving 25 multi‐purpose reference sources and their international equivalents. The author provides Internet addresses which will enable easy access to the sites, an extremely useful tool to have at hand on the enquiry desk.
The format of the book is user‐friendly and accessible with handy headings at the top of each page, allowing the reader to refer to sections as time permits, or to identify areas where their enquiry work techniques may need to be improved. A minor comment on the writing style is that the author tends to adopt a slightly critical stance when describing enquiring members of the public. As an aid to explanation he assumes that people can be categorised, for example describing “the Muddler”, the “Know‐all” and the “Chinese whisperer”. Perhaps it would be useful to examine the difficulties which an enquirer may encounter and how to overcome any communication problems. The importance of listening skills in library enquiry work could also receive more emphasis. These minor criticisms aside, the book, published by the Library Association may be recommended as a very useful guide for information professionals who wish to become self‐sufficient in answering enquiries.
