Application
This unit applies to individuals working in frontline information services roles in any industry sector. They may be working in library and information services organisations, records management units, government departments, tourist information centres or community advisory organisations.
Work relates to information that can be found in readily accessible sources, and is undertaken within established guidelines under general supervision.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Clarify customer information requirements | 1.1 Use communication techniques appropriate to the form of customer contact to identify exact nature of information request 1.2 Confirm purpose of information request and any special requirements 1.3 Compile basic search terms, including list of keywords and phrases appropriate to topics |
2. Follow search strategies | 2.1 Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment 2.2 Assist customers to develop own information-seeking skills and to become independent learners 2.3 Demonstrate the use of industry-current information sources and equipment in a language and at a level and pace appropriate to customers 2.4 Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services 2.5 Inform customers of constraints regarding access to information or use of reference tools and equipment |
3. Source and provide information | 3.1 Source information from readily accessed sources in response to customer requests 3.2 Provide information in appropriate format and confirm with customers that their information need has been met 3.3 Take appropriate action to resolve remaining issues or refer customers to other personnel as required |
Required Skills
Required skills
communication skills to:
respond to customer needs in a supportive and helpful manner
provide information literacy support and basic coaching to customers
apply active listening and questioning techniques when communicating with customers
initiative and enterprise skills to source information to meet customer needs in a timely fashion
literacy skills to:
interrogate references
interpret and write a broad range of information
problem-solving skills to identify the best search strategies to locate information for customers
self-management skills to:
prioritise work tasks and meet deadlines
project a professional image when dealing with customers
teamwork skills to work collaboratively with colleagues
technology skills to access information using automated systems.
Required knowledge
organisational policies in relation to customer assistance
typical customer requests and information sources for responding
use of bibliographic tools and industry-current technology
techniques for using print and electronic reference resources and tools, including formulating search strategies
range of information resources, formats and delivery options, including:
document delivery and supply processes
electronic and print
interlibrary loan
copyright, moral rights and intellectual property legislation and issues relevant to information services providers
cultural considerations when working with customers and potentially sensitive material
scope of information sources available either from within the organisation or from external sources.
Evidence Required
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the ability to: communicate effectively and efficiently with customers apply well-developed information literacy skills use a range of print and electronic information sources respond to a range of different information requests within established collections. |
Context of and specific resources for assessment | Assessment must ensure access to: a range of library and information services and resources industry-current information technologies relevant policies and procedures. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third-party workplace reports of on direct observation or verified evidence of the candidate working with customers and responding to different information requests case studies and problem verbal or written questioning to assess knowledge of range of available industry-current information resources and technologies. Assessment methods should closely reflect workplace demands and the needs of particular client groups (consider the requirements of different age groups, clients with English as a second language, clients with disabilities, remote library users, etc.). |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: CUECOR03B Provide quality service to customers. |
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customer contact may be: | by fax by phone in person in writing via email via live chat via SMS via website. |
Exact nature | definition of the subject or topic keywords phrases terms. |
Purpose | for general interest for presentation for school or university assignment for self or others for work in response to an information need personal or family reasons. |
Special requirements may relate to: | level of detail photocopies printing from internet timelines specific formats, such as: audio or video recordings books images large print books newspaper and journal articles posters to be collected later to be delivered via email. |
Information sources and equipment may include: | electronic databases federated search engines internet websites library websites online catalogues other library catalogues print or electronic reference tools, such as: dictionaries encyclopaedias indexing services statistical sources. |
Constraints | bookings for computer workstations cost ethical considerations information resources not available for loan limits on number of concurrent users of databases organisational policy restrictions on access to required information terms and conditions of licensing agreements. |
Readily accessed sources may include: | catalogues online and other databases organisation’s collection or remote sources of information that are routinely accessed. |
Customer requests may relate to: | basic research topics community information current or topical information for customer groups, such as: general interest topics school assignments frequently requested information simple ready reference queries, such as for: basic subject searches specific authors titles. |
Appropriate format may depend on factors, such as: | age cultural and language background educational background language, literacy and numeracy levels level of general knowledge physical and intellectual disabilities preference, such as print or electronic readership level. |
Sectors
Knowledge management - Information services
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.