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Evidence Guide: BSBLIB405 - Assist customers to access information

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBLIB405 - Assist customers to access information

What evidence can you provide to prove your understanding of each of the following citeria?

Clarify customer information requirements

  1. Use communication techniques appropriate to the form of customer contact to identify exact nature of information request
  2. Confirm purpose of information request and any special requirements
  3. Compile basic search terms, including list of keywords and phrases appropriate to topics
Use communication techniques appropriate to the form of customer contact to identify exact nature of information request

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm purpose of information request and any special requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Compile basic search terms, including list of keywords and phrases appropriate to topics

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow search strategies

  1. Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment
  2. Assist customers to develop own information-seeking skills and become independent learners
  3. Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers
  4. Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services
  5. Inform customers of constraints regarding access to information or use of reference tools and equipment
Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers to develop own information-seeking skills and become independent learners

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customers of constraints regarding access to information or use of reference tools and equipment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source and provide information

  1. Source information from readily accessed sources in response to customer requests
  2. Provide information in appropriate format, and confirm with customers that their information need has been met
  3. Take appropriate action to resolve remaining issues or refer customers to other personnel as required
Source information from readily accessed sources in response to customer requests

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information in appropriate format, and confirm with customers that their information need has been met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take appropriate action to resolve remaining issues or refer customers to other personnel as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Clarify customer information requirements

1.1 Use communication techniques appropriate to the form of customer contact to identify exact nature of information request

1.2 Confirm purpose of information request and any special requirements

1.3 Compile basic search terms, including list of keywords and phrases appropriate to topics

2 Follow search strategies

2.1 Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment

2.2 Assist customers to develop own information-seeking skills and become independent learners

2.3 Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers

2.4 Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services

2.5 Inform customers of constraints regarding access to information or use of reference tools and equipment

3 Source and provide information

3.1 Source information from readily accessed sources in response to customer requests

3.2 Provide information in appropriate format, and confirm with customers that their information need has been met

3.3 Take appropriate action to resolve remaining issues or refer customers to other personnel as required

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Clarify customer information requirements

1.1 Use communication techniques appropriate to the form of customer contact to identify exact nature of information request

1.2 Confirm purpose of information request and any special requirements

1.3 Compile basic search terms, including list of keywords and phrases appropriate to topics

2 Follow search strategies

2.1 Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment

2.2 Assist customers to develop own information-seeking skills and become independent learners

2.3 Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers

2.4 Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services

2.5 Inform customers of constraints regarding access to information or use of reference tools and equipment

3 Source and provide information

3.1 Source information from readily accessed sources in response to customer requests

3.2 Provide information in appropriate format, and confirm with customers that their information need has been met

3.3 Take appropriate action to resolve remaining issues or refer customers to other personnel as required

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.

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.