Know it All, Find it Fast: An A‐Z Source Guide for the Enquiry Desk (2nd ed.)

Citation

Turner, R. (2005), "Know it All, Find it Fast: An A‐Z Source Guide for the Enquiry Desk (2nd ed.)", New Library World, Vol. 106 No. 5/6, pp. 292-293. https://doi.org/10.1108/03074800510595904

When the first edition of this handbook came out I remember smiling at the snappy, and rather ambitious, title. Two years on and the second edition has arrived. Again, I am smiling, but this time with sincere pleasure and welcome. In 2003 this work was voted the Best General Reference Work by the Emerald Literati Awards for Excellence. Equally, if not more, importantly, I, and other information professionals, have used Know it All, Find it Fast extensively in the workplace.

The basic premise of this book is still eyebrow‐raising. It aims to be a first point of reference for library and information practitioners, particularly if the subject of the enquiry is unfamiliar. The authors hope to assist the busy enquiry desk operator, who often does not have formal information handling qualifications or get to go on reference source courses for specific types of information. The enquiry desk worker also usually has to handle telephone and e‐mail enquiries, troubleshoot equipment failures and still deal with the all‐important customer stood in front of their desk. Most information professionals have been in this situation at some stage in their careers. Yes, I too am shuddering at the memories!

This book is aimed at general library staff and assumes no prior knowledge. I still believe that this book will be of greatest use in the public library. The introduction clearly states that “This is not a book for the specialist”. However, I suspect that many academic and special library staff would appreciate the comfort that this tome can add to their array of information handling resources.

So, what has changed in the new edition? The layout and most of the subjects covered remain the same, apart from a few revisions of headings, etc. However, there are two major improvements. Firstly, a chapter on “General Sources” has been added to include those resources which cover a large number of subjects. These include such tools as Whitaker's Almanack, my personal weapon of choice in dealing with general enquiries in a school library. This section also includes general yearbooks, encyclopaedias, web sites, directories, etc. It also reminds us that asking colleagues for help, checking records of previous enquiries and information searches, and referral to other agencies should not be overlooked.

The second welcome addition is an index. I realise that the book is alphabetically arranged but cross referencing via “See Also” is, to me at least, less effective than a decent index for one‐stop access to a book's contents on a particular topic.

The authors have set about their task of helping in where to look to find answers to general enquiries quickly by addressing around 150 subject areas which they consider to be the most frequently handled at enquiry desks. These proceed from “Abbreviations & Acronyms” through to “Writers & Writing”. Each section begins by suggesting typical questions, for example under “European Information” the question might be “How do I find out about European legislation?”. Although these are only typical questions, it is likely that these may at least partially cover most of the enquiries received on these subjects.

A “Considerations” section reflects on the motives for an enquirer asking that question, for example under “Drugs (Pharmaceuticals)” it may be that the client wants an independent view on medicines prescribed to him or her. This will also involve skills in ascertaining what the enquirer really wants, what depth and how much information is needed. It must be pointed out that this book specifically does not aim to teach library staff how to handle an enquiry, as these skills are taught elsewhere.

The main part of each subject entry is, of course, “Where To Look”. This includes printed and electronic sources, including specialist associations dealing with each subject. The importance of accessing the resources of specialist and relevant associations cannot be over‐emphasised. Helpfully, one of the c. 150 subjects is “Associations & Organizations” and this lists major directories, including the very useful Key Organizations produced by Carel Press.

Finally, each section has a “Tips And Pitfalls” paragraph, which stresses such issues as finding out exactly what the enquirer wants before starting any search. Ethical, copyright and other legal considerations are also warned about, as is the danger of giving advice rather than information. Again, the need to tailor information to the needs of the enquirer is emphasised – amount, currency, depth, level, etc. There are also useful little tips throughout the book, such as reminding the enquirer to telephone places of interest before setting off to visit them!

The authors quite candidly admit that there may well be other sources of information that the reader will know about that they have not mentioned in the book. And, despite the title, they conclude that “No book can ever provide the answers to everything”. It must also be emphasised that this book is not for the specialist library, but will be of use to any library where general enquiries occur (I suspect that this will be most information services in all sectors!).

However, each of the compilers spends most of their time at the enquiry desk (at Bradford Central Libraries), so that they fully understand the need for this guide and have the expertise to give it authority. Due to the constantly changing nature of information work, including the types of information that people want and the sources available to address these needs, it is likely that Know it All, Find it Fast will need to be revised at least every two years. The book is certainly a labour of love that is well researched and very practical. I am sure that this edition will be as heavily used as the first one was.