Kathy Roddy 

Biography - Kathy Roddy is a qualified librarian with experience in public, academic and voluntary sector libraries. For the past seven years, Kathy has run her own research, training and consultancy business and regularly delivers training courses through CILIP on a range of topics.

Abstract - What do you really want? How to understand enquirers' questions.

The key to answering reference enquiries successfully is to understand the question! However, users sometimes present their enquiries in oblique ways! This practical and interactive seminar will equip you with strategies and questions to help you decypher what information users are really looking for when they approach the enquiry desk.