Elements and Performance Criteria
- Analyse information needs
- 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 the level of complexity customers need in their information
- 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
- Implement strategies to locate difficult to find information
- Consider 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
- Ensure quality of customer service
- 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 regarding problems, difficulties, suitable alternatives or followup requirements
- Observe cultural sensitivities, ethics, privacy and copyright issues and obligations in meeting customer requirements