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Evidence Guide: BSBLIB511 - Research and analyse information to meet customer needs

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

 

BSBLIB511 - Research and analyse information to meet customer needs

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

Analyse information needs

  1. Determine complete nature of information needs with reference to relevant documentation or information from customers
  2. Conduct reference interviews with customers to determine specific information needs, including level, type and amount of information required
  3. Confirm the level of complexity customers need in their information
  4. Formulate complex search strategies using sound knowledge of a broad range of potential information sources
  5. Identify and assess customer expectations in relation to available resources and likely constraints
  6. Advise customers of likely outcomes of information search and possible delivery options
  7. Review and revise search terms or topics in consultation with customers
Determine complete nature of information needs with reference to relevant documentation or information from customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct reference interviews with customers to determine specific information needs, including level, type and amount of information required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm the level of complexity customers need in their information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formulate complex search strategies using sound knowledge of a broad range of potential information sources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and assess customer expectations in relation to available resources and likely constraints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customers of likely outcomes of information search and possible delivery options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and revise search terms or topics in consultation with customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement strategies to locate difficult to find information

  1. Consider access to information sources into account when evaluating different search strategies
  2. Select and prioritise information sources
  3. Evaluate and select logical and reasonable strategies to locate difficult to find information
  4. Consult with colleagues, as required, to identify appropriate information sources
  5. Use effective search techniques to locate relevant information
  6. Assist customers to actively participate in search processes through practical demonstration of information-seeking skills
Consider access to information sources into account when evaluating different search strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and prioritise information sources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and select logical and reasonable strategies to locate difficult to find information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult with colleagues, as required, to identify appropriate information sources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective search techniques to locate relevant information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers to actively participate in search processes through practical demonstration of information-seeking skills

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure quality of customer service

  1. Assess information obtained for its validity, reliability and suitability in relation to customer requirements and expectations
  2. Ensure appropriate packaging and presentation of information to meet customer requirements and expectations, ensuring inclusion of relevant support information
  3. Communicate with customers regarding problems, difficulties, suitable alternatives or followup requirements
  4. Observe cultural sensitivities, ethics, privacy and copyright issues and obligations in meeting customer requirements
Assess information obtained for its validity, reliability and suitability in relation to customer requirements and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure appropriate packaging and presentation of information to meet customer requirements and expectations, ensuring inclusion of relevant support information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with customers regarding problems, difficulties, suitable alternatives or followup requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe cultural sensitivities, ethics, privacy and copyright issues and obligations in meeting customer requirements

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 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

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 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 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.

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.