List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Analyse information needs | 1.1 Determine complete nature of information needs with reference to relevant documentation or information from customers 1.2 Conduct reference interviews with customers to determine specific information needs, including level, type and amount of information required 1.3 Confirm the level of complexity customers need in their information 1.4 Formulate complex search strategies using sound knowledge of a broad range of potential information sources 1.5 Identify and assess customer expectations in relation to available resources and likely constraints 1.6 Advise customers of likely outcomes of information search and possible delivery options 1.7 Review and revise search terms or topics in consultation with customers |
2 Implement strategies to locate difficult to find information | 2.1 Consider access to information sources into account when evaluating different search strategies 2.2 Select and prioritise information sources 2.3 Evaluate and select logical and reasonable strategies to locate difficult to find information 2.4 Consult with colleagues, as required, to identify appropriate information sources 2.5 Use effective search techniques to locate relevant information 2.6 Assist customers to actively participate in search processes through practical demonstration of information-seeking skills |
3 Ensure quality of customer service | 3.1 Assess information obtained for its validity, reliability and suitability in relation to customer requirements and expectations 3.2 Ensure appropriate packaging and presentation of information to meet customer requirements and expectations, ensuring inclusion of relevant support information 3.3 Communicate with customers regarding problems, difficulties, suitable alternatives or followup requirements 3.4 Observe cultural sensitivities, ethics, privacy and copyright issues and obligations in meeting customer requirements |
Evidence of the ability to:
analyse information to ensure suitability to meet customer needs
apply knowledge of the organisation’s reference, research and general collections
apply knowledge of types and scope of databases and other accessible reference tools
define, locate, analyse and evaluate information
demonstrate effective interviewing, communication and negotiation with customers about information needs
efficiently and effectively respond to complex and varied information requests
demonstrate effective search techniques using a range of print and electronic information sources and tools
demonstrate working within time constraints that reflect industry practice and standards.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
describe scope and range of information sources available in print and electronic formats, including databases and technologies, such as current and emerging web applications
analyse various techniques for searching and retrieving information from a range of sources, including the internet and other electronic sources
compare and contrast strategies for obtaining information from external agencies or specialist organisations
describe a range of available delivery options for presentation of information resources
outline legal considerations relating to accessing information sources
define bibliographic standards
evaluate several reference sources and databases, both print and online
identify and describe protocols associated with culturally sensitive material, including Aboriginal or Torres Strait Islander cultural material.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the Library – Information Services field of work and include access to:
opportunities for interaction with others to reflect the communication and negotiation aspects of this unit
access to:
relevant policies and procedures documents
a range of information sources and information systems
special purpose tools, equipment, materials and industry software packages.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.