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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Clarify customer information requirements
   • Use communication techniques appropriate to the form of customer contact to identify exact nature of information request
   • Confirm purpose of information request and any special requirements
   • Compile basic search terms, including list of keywords and phrases appropriate to topics
2. Follow search strategies
   • Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment
   • Assist customers to develop own information-seeking skills and become independent learners
   • Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers
   • Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services
   • Inform customers of constraints regarding access to information or use of reference tools and equipment
3. Source and provide information
   • Source information from readily accessed sources in response to customer requests
   • Provide information in appropriate format, and confirm with customers that their information need has been met
   • Take appropriate action to resolve remaining issues or refer customers to other personnel as required

Performance Evidence

Evidence of the ability to:

use bibliographic tools and industry-current technology

communicate information to several customers using a range of print and electronic information sources

apply well-developed information literacy skills

respond constructively to a wide range of information requests within established collections.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

reference organisational policies in relation to customer assistance

describe typical customer requests and appropriate information sources for responding

describe techniques for using print and electronic reference resources and tools, including formulating search strategies

analyse a range of information resources, formats and delivery options, including:

document delivery and supply processes

electronic and print

interlibrary loans

outline copyright, moral rights and intellectual property legislation, and issues relevant to information services providers

explain cultural considerations when working with customers and potentially sensitive material.

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