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Enquiry Services [Event Ref. No. TG3/ENQ]


9:30 am - 4:30 pm


City Business Library
Guildhall, London, EC2V 7HH

Event Type

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Twitter – #cpd25ENQ

Libraries are now handling enquiries by email, telephone, text and twitter. This event looks at systems available to help manage enquiries and provide management statistics through presentations of how universities are employing them with demonstrations of their systems in action. It will provide real life feedback of six different systems currently on the market (KnowAll Enquire, LibAnswers, NorMan, Questionpoint, Footprints and LibraryH3lp) and give opportunities to see how they might be used to fit into your own library service.


Guest speakers:

James Garry, Systems Assistant at Goldsmiths, University of London
Simone Ngozi Okolo, Learning Services Manager at University of East London
Anne Roberts, Customer Services Manager at the University of Warwick
Nader Bu-Rashid, Student IT Support Manager at Anglia Ruskin University
Gary Corcoran, Enquiry Services Librarian at University of Roehampton



0930-1000 – Registration

1000-1100 – The University of Warwick Library are using a practical online solution (KnowAll Enquire) to improve enquiry handling and reporting.  Anne Roberts will share her experience from a customer service viewpoint.

1100-1115 – Break

1115-1215 – Libanswers provides the ability to provide chat and email enquiry services and to create FAQs for common questions. James Garry will be discussing how Goldsmiths have employed the cloud based service including its reporting capabilities.

1215-1300 – NorMAN Out Of Hours service allows you to transfer your daytime helpline phone and email service through to NorMAN while you are closed. Nader Bu-Rashid will discuss the set-up, ongoing work and statistics that comes from working with NorMAN.

1300-1400 – Lunch

1400-1500 – University of East London use the online service Questionpoint to provide email and chat enquiry services.  Simone Ngozi Okolo will discuss her experiences of using and monitoring enquiries via the service.

1500-1515 – Break

1515-1615 – Gary Corcoran will review how the University of Roehampton uses Footprints for IT support and LibraryH3lp for Library enquiries.

1615 – Close



The Exchange, City Business Library, Guildhall, Aldermanbury, London EC2V 7HH

Website –



£75 for members and £112 for other institutions.

Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full fee will be charged.

To book a place please use our online booking form or email the administrator via

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