BSBLIB511
Research and analyse information to meet customer needs


Application

This unit describes the skills and knowledge required to provide customers with access to, and an analysis of, diverse and complex sources of information.

It applies to individuals working in public, corporate or institutional libraries, record management units, government departments, tourist information centres, community advisory organisations or other library and information services contexts, who respond to complex information needs, working autonomously with limited guidance from others.

No licensing, legislative or certification requirements apply to this unit at the time of publication.


Elements and Performance Criteria

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 Performance

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.


Evidence of Knowledge

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 Conditions

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.


Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill

Performance

Criteria

Description

Reading

1.1, 1.3, 1.7, 2.2, 2.3, 3.1, 3.2, 3.4

Critically organises, evaluates and applies content from a range of structurally complex texts

Writing

1.2, 1.4, 1.6, 1.7, 2.1, 2.2, 2.4, 2.5, 3.2-3.4

Prepares documentation and correspondence using clear language and correct spelling and terminology

Oral Communication

1.1-1.3, 1.5-1.7, 2.4, 2.6, 3.3

Effectively participates in verbal exchanges using active listening and questioning to clarify information

Clearly explains detailed information using language, tone and pace appropriate to audience

Navigate the world of work

1.1, 1.4, 2.1, 3.1, 3.2, 3.4

Takes personal responsibility for following explicit and implicit policies, procedures and regulatory requirements

Interact with others

1.1-1.3, 1.5-1.7, 2.4, 2.6, 3.3, 3.4

Adapts personal communication style to build a positive working relationship and show respect for opinions, values and particular needs of others

Get the work done

1.4, 1.5, 1.7, 2.1-2.3, 2.5, 3.1-3.4

Sequences and schedules complex activities, monitors implementation and manages relevant communication

Systematically gathers and analyses all relevant information and evaluates options to make decisions about the most efficient and effective way of responding to a range of complex information requests from customers

Approaches decision-making in diverse ways involving others when appropriate but making unilateral decisions when required

Fully utilises features of digital tools to complete complex tasks

Uses digital tools safely, legally and ethically when gathering, storing, accessing or sharing information


Sectors

Library – Information Services