Elements and Performance Criteria
- Establish and confirm customer information request/need
- Interview customers to determine and confirm details of the information need
- Discuss options for satisfying the request with the customer including, where relevant, cost and timeframes for delivery
- Where appropriate, keep customers informed of progress of delivery and, if necessary, recommend alternative options to fulfil the information need
- Determine details of required information resources
- Determine accurate bibliographic and other relevant details of the required information sufficient to locate resources
- Keep customers informed of progress or provide accurate advice on alternative document delivery options
- Identify and agree delivery requirements taking into account customer needs
- Identify any other customer requirements in relation to required information and take appropriate action
- Search external and networked sources
- Complete information search based on knowledge of appropriate external and networked sources, including those used for commonly requested material
- Develop, maintain and access professional/business networks and links with other information sources to facilitate location of required information/material
- Identify and implement appropriate, logical and reasonable search strategies to locate unusual or difficult to locate information
- Obtain and return information
- Make accurate and complete requests to external sources in accordance with organisational standards and procedures
- Monitor requests to external sources and take follow-up action as required
- Check information/material received from external sources for its relevance to customer needs and for its condition, and take appropriate follow-up action
- Take action to recall material, where required, and return it to provider, in the required condition, in accordance with established procedures or prior arrangements
- Inform provider of any difficulties in relation to return of material and take appropriate action