Know It All, Find It Fast: an A‐Z source guide for the enquiry desk

Citation

Nesbeitt, S. (2003), "Know It All, Find It Fast: an A‐Z source guide for the enquiry desk", Library Review, Vol. 52 No. 3, pp. 134-135. https://doi.org/10.1108/00242530310465951

Experienced library staff know that the secret of a successful transaction at a busy enquiry desk is not so much knowing all the answers in advance, but rather having the ability to find a source or sources in which the answer might reside. In other words, to paraphrase the title slightly, you will give patrons the impression of knowing it all if you can find it fast.

As the authors mention in their introduction, few can imagine the panic that can strike a library staff member who is suddenly faced with an unfamiliar question. The pressure to find the correct answer, and do so quickly, can be overwhelming. This volume is a subject‐based guide that will provide relief in these situations. It is geared, appropriately, toward the non‐specialist, and staff members who have never before worked at a reference or enquiry counter will likely find it a lifesaver at times.

Listed alphabetically, each subject entry contains the following sections:

• •

  “Typical questions” asked by patrons on the topic;

• •

  “Considerations” that should be taken into account when deciding how to respond;

• •

  “Where to look”, an annotated list of possible sources (print, online, and other) for the correct answer; and

• •

  “Tips and pitfalls”, additional words of wisdom. This is provided when necessary.

Topics (approximately 150 in all) for the most commonly asked questions are represented, along with cross‐references. Don’t remember which country’s flag is blue with a yellow cross? Simply turn to the flags entry. Did you never take a course on legal reference services? Turn to the section on law for some helpful suggestions. The advice within “Considerations” testifies to the authors’ experience in the field. For example, you should neither get too involved nor look unbearably bored when a novice researcher seeks to discover information about his ancestry.

In the “Where to look” sections, the authors present strengths and weaknesses of the resources they list. They also do not neglect to remind readers to ask their colleagues if they do not know an answer, or simply to pick up the telephone to find someone else who might. This is common sense advice, but something that may easily be forgotten during busy times. Print and online resources are given equal attention. One caveat: in several instances it would have been helpful to state which online resources were fee‐based. For example, under “Market research”, Datamonitor (www.datamonitor.com) is given no annotation, and staff who expect to find free market reports here may be surprised.

One aspect of the book that is important to mention in an international forum is its geographical limitation. This not a criticism but a statement of fact, since many reference resources are themselves geographically limited; it would be impossible to produce a concise book such as this for an international readership. This volume is geared toward, and highly recommended for, paraprofessionals and new librarians at British reference libraries and information centres. It will be particularly helpful for new staff, but even experienced librarians will find some useful pointers and resources here.