The right answer to the right question : Training for managing the information enquiry service

Suggests that research has identified psychological barriers between information professionals and enquirers, and emphasized the need for training institutions to include courses on interpersonal relations, non‐verbal behaviour and counselling skills. Describes student experience in the module “The information enquiry process” at Liverpool John Moores University (LJMU). Identifies and discusses a number of significant factors which interrelate in providing an effective information enquiry service. During their period of professional work experience prior to the module, LJMU students are encouraged to note details of the broader environment, non‐verbal behaviour, aspects of professional competence and methods of evaluation which relate to customer service and customer satisfaction in the enquiry process. These broad issues provide the academic framework of the module in which practical problems are addressed in video‐recorded workshops.