CULINS501A - Research and analyse information to meet customer needs
Assessor Resource
CULINS501A Research and analyse information to meet customer needs
Assessment tool
Version 1.0 Issue Date: March 2024
This unit applies to individuals working in library and information services contexts who respond to complex information needs. They may be working in public, corporate or institutional libraries, record management units, government departments, tourist information centres or community advisory organisations.
Work is undertaken autonomously, with limited guidance from others.
This unit describes the performance outcomes, skills and knowledge required to provide customers with access to diverse and complex sources of information.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Not applicable.
Employability Skills
This unit contains employability skills.
Evidence Required
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.
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:
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
effectively interview, communicate and negotiate with customers about information needs
respond to complex and varied information requests
use effective search techniques using a range of print and electronic information sources and tools
work within time constraints that reflect industry practice and standards.
Context of and specific resources for assessment
Assessment must ensure:
use of current industry systems and equipment
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.
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 onthejob performance
evaluation of candidate’s response to different scenarios to assess ability to research, analyse and present information in response to a range of complex requests
review of reports prepared by the candidate in response to a particular information need
review of reports prepared by the candidate detailing the development of strategies to respond to a given need, including challenges faced and how these were overcome.
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:
CULRSK501A Monitor compliance with copyright and licence requirements.
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
analytical and evaluation skills to determine relevance and reliability of information
communication skills to:
liaise with customers
discuss complex ideas and concepts
initiative and enterprise skills to:
expedite search processes and minimise costs
find the most efficient and effective way of responding to a range of complex information requests from customers
information literacy skills to access and use a wide range of complex information sources
problemsolving skills to assess and select strategies to locate hard to find information
research skills to undertake complex searches and information analysis
self-management skills to:
follow workplace procedures
prioritise work tasks and meet deadlines
technology skills to:
assist customers to use different searching tools
use current information services industry technology.
Required knowledge
scope and range of available information sources available in print and electronic formats, including databases and technologies, such as current and emerging web applications
techniques for searching and retrieving information from a range of sources, including the internet and other electronic sources
strategies for obtaining information from external agencies or specialist organisations
range of available delivery options for presentation of information resources
legal considerations relating to accessing information sources, such as:
privacy
copyright
licensing agreements
bibliographic standards
reference sources and databases, both print and online
protocols associated with culturally sensitive material, including Aboriginal or Torres Strait Islander cultural material.
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.
Nature of information needsmay relate to:
commercial sensitivities and implications
degree of specialist assistance required
delivery or presentation method
level, detail and currency of information
purpose of requests
required formats
special requirements
timeframes
topic or subject definitions.
Level of complexity may relate to:
availability in print or electronic formats
clarifying customer requirements
content
need for sophisticated packaging or presentation of information
obscure or difficult to obtain nature of information
purpose for which information is being obtained
scope of information request
specialised access protocols
specialised nature of information
wide range of information sources, tools and access possibilities
wide range of information to which access is required by customers.
Complex search strategies may relate to:
availability of current information
commercial sensitivity of search processes
complexity of the subject field, its concepts and methodologies
cost implications
difficulty of finding or obtaining information
information belonging to a new or developing field where sources are not well-established
limited access to print and electronic resources
missing, vague or conflicting information
variety of possible sources requiring judgement about the best options.
Review and revisemay include:
changing search terms or using different combinations of search terms
changing to another topic due to lack of resources
limiting by date of publication, language, and country of publication
limiting by format
narrowing or broadening topics
revising list of keywords or phrases
use of Boolean operators.
Access may relate to:
constantly changing conditions
high cost of electronic databases or datasets
network interfaces that are not user friendly
poor organisation of information
varying quality.
Information sources may be:
biographical sources
books
conference proceedings
databases
discussion papers
e-books
e-journals
geographical sources
internet websites
items in library collection
items obtained through interlibrary loan or document supply/delivery options
local, state and government agencies
newspaper or journal articles
periodic indexing databases
print or electronic formats
reports
scientific or technical journals
statistical information from sources, such as the Australian Bureau of Statistics (ABS)
working papers.
Search techniquesmay include:
basic and advanced catalogue searches
combined searches using federated search engines across multiple databases
internet searches
limiting search parameters by criteria, such as:
date
format
language
place of publication
reviewing and revising search terms
searching electronic databases using basic or advanced search features
searching one database at a time
searching other library catalogues
seeking assistance from colleagues or external organisations.
Packaging and presentation of information may include:
annotated bibliographies
articles supplied through document delivery services
electronic copies sent as email attachments
physical copies of information resources
presentation of information or resources in person to customer
printed or electronic copies of newspaper or journal articles
providing explanation of search strategy
reference lists or bibliographies
resources in audiovisual or multimedia formats.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice
Yes
No
Comments/feedback
Determine complete nature of information needs with reference to relevant documentation or information from customers
Conduct reference interviews with customers to determine specific information needs, including level, type and amount of information required
Confirm with customers the level of complexity of their information needs
Formulate complex search strategies using sound knowledge of a broad range of potential information sources
Identify and assess customer expectations in relation to available resources and likely constraints
Advise customers of likely outcomes of information search and possible delivery options
Review and revise search terms or topics in consultation with customers
Take access to information sources into account when evaluating different search strategies
Select and prioritise information sources
Evaluate and select logical and reasonable strategies to locate difficult to find information
Consult with colleagues, as required, to identify appropriate information sources
Use effective search techniques to locate relevant information
Assist customers to actively participate in search processes through practical demonstration of information-seeking skills
Assess information obtained for its validity, reliability and suitability in relation to customer requirements and expectations
Ensure appropriate packaging and presentation of information to meet customer requirements and expectations, ensuring inclusion of relevant support information
Communicate with customers in relation to problems, difficulties, suitable alternatives or followup requirements
Observe cultural sensitivities, ethics, privacy and copyright issues and obligations in meeting customer requirements
Forms
Assessment Cover Sheet
CULINS501A - Research and analyse information to meet customer needs
Assessment task 1: [title]
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I declare that the assessment tasks submitted for this unit are my own work.
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Result: Competent Not yet competent
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Assessment Record Sheet
CULINS501A - Research and analyse information to meet customer needs
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Assessment task 1: [title] Result: Competent Not yet competent
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Feedback to student:
Overall assessment result: Competent Not yet competent