The Library

1
The Library

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

2
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.

3
On the frontline

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

4
Wrong book, right book?

• Enquirer Im after a particular book. Its
  called Clinical management of back pain in
  primary care. I wonder if you have a copy?
• Petra No problem, Ill just check the catalogue
  for you..... No there isnt a book with that
  exact title. Do you have any idea who the author
  is?
• Enquirer I think its 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 isnt 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.

5
Skin deep

• Enquirer Do you have any journals that might
  have something in about chromoblastomycosis?
• Rebecca Im sorry, what was that word again?
• Enquirer Chromoblastomycosis.
• Rebecca Im afraid I havent heard of that
  before. What is it exactly?
• Enquirer Its 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. Ill look it up when I get back to my
  office.

6
I need it yesterday!

• Enquirer Ive 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 emailing 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
  arebut we usually find most requests come back
  within a couple of weeks.
• Enquirer Oh that sounds fine, I can wait that
  long for it.

7
Database gone AWOL

• Enquirer Hello, I dont know if you can help me,
  I am trying to access the Cochrane Library and it
  doesnt 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,
  Ill 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 Ive just given you.
  Ill write down the NeLH website for you too just
  in case
• Enquirer Thanks.

8
End of Part Three