The Library A fly-on-the-wall documentary filmed at the Enterprise Library and Information Service April 2005 PART THREE

Communication Communication Communication A large proportion of the library assistants’ time is spent communicating with the library users. This part of the story “listens in” on some of these conversations to see how the library assistants and the customers communicate with each other.

On the frontline… The following conversations take place between the library assistants and various library users. These conversations take place at the enquiry desk.

Wrong book, right book? Enquirer: I’m after a particular book. It’s called “Clinical management of back pain in primary care”. I wonder if you have a copy? Petra: No problem, I’ll just check the catalogue for you..... No there isn’t a book with that exact title. Do you have any idea who the author is? Enquirer: I think it’s something like Chambers or Chalmers or something like that. Petra: There is a book here on the catalogue by Ruth Chambers, called “Back pain matters in primary care: clinical management of back pain in a healthy and safe environment” – do you think that might be it? Enquirer: Yes that must be the one. Can I borrow it? Petra: Yes it isn’t out on loan at the moment. You will find it at shelfmark WE720 (B) which is on the right hand side in front of you, around the second to last or last lot of shelves. Enquirer: Thank you.

Skin deep Enquirer: Do you have any journals that might have something in about chromoblastomycosis? Rebecca: I’m sorry, what was that word again? Enquirer: Chromoblastomycosis. Rebecca: I’m afraid I haven’t heard of that before. What is it exactly? Enquirer: It’s a skin disease that results in these sort of warty growths… Rebecca: I would suggest perhaps the British Journal of Dermatology, which we have both print and online copies of. Is it a specific article you are looking for? Enquirer: No, no, I was just going to have a browse. I’ll look it up when I get back to my office.

I need it yesterday! Enquirer: I’ve just filled in this inter-library loan form and I just wanted to let you know that it is very urgent so will I be able to get it today? Martin: You could but it would be quite expensive. The British Library charge £21 plus VAT for faxing or ing an article within two hours. Enquirer: Oh that does seem expensive, what if I wanted it by tomorrow? Martin: That would be £16 plus VAT. Enquirer: Mmmm, that still seems very pricy. If I just did a normal request, how long would that take? Martin: Well that all depends on how easy the article is to get hold of, how many other requests we have, how busy the British Library are…but we usually find most requests come back within a couple of weeks. Enquirer: Oh that sounds fine, I can wait that long for it.

Database gone AWOL Enquirer: Hello, I don’t know if you can help me, I am trying to access the Cochrane Library and it doesn’t seem to exist anymore. Owen: Oh yes, it has changed fairly recently. Do you know the web address you are trying to access? Enquirer: No I just had it bookmarked on my computer. I must admit I have not used it for quite a long time. Owen: [whilst demonstrating on the enquiry desk PC] You should be re-directed from any old address, but in case you are not, the Cochrane Library is now provided by Wiley InterScience, I’ll just write the URL down for you… Enquirer: Do I need a password? Owen: No, Cochrane is freely available through the National electronic Library for Health. You can always access it from there if you have any problems with the address I’ve just given you. I’ll write down the NeLH website for you too just in case… Enquirer: Thanks.

End of Part Three