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--- module_3_people_skills_reference_behaviours_ref-ex [2025/03/12 18:33] – [Telephone and email] ellen.forsyth_sl.nsw.gov.au
+++ module_3_people_skills_reference_behaviours_ref-ex [2025/03/12 18:42] (current) – ellen.forsyth_sl.nsw.gov.au
@@ Line 410: / Line 410: @@
   * The question may come by telephone, but the answer may need to be provided in another format, for example by a reservation, or an e-mail.
   * Make sure the patron understands the answer. Make sure the patron is ready to take down the answer. "Are you ready for me to read this now?" Offer to spell difficult words or names and check to make sure the patron heard. "Would you like me to repeat that?"
-  * Always identify the source of the information first, before giving it. For example, __"I'm reading from the 2020 edition of ___ , and it says..."; or "I have the 2020 __ encyclopedia website on my screen__, and it says...". Both the title and the date of the source are important, so the patron can evaluate the currency and accuracy of the information.
+  *Always identify the source of the information first, before giving it. For example, "I'm reading from the 2025 edition of [name of publication], and it says..."; or "I have the 2025 [name of] encyclopedia website on my screen, and it says...". Both the title and the date of the source are important, so the patron can evaluate the currency and accuracy of the information.
   * Use a standard follow-up question to end the interview, such as, "Does that completely answer your question?".