Research and analyse information to meet customer needs Evidence Guide

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Evidence Guide: CULINS501A - 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

CULINS501A - 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

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 with customers the level of complexity of their information needs
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

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 with customers the level of complexity of their information needs

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

Take 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

Take 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

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 in relation to problems, difficulties, suitable alternatives or followup requirements
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 in relation to 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

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	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 effectively interview, communicate and negotiate with customers about information needs respond to complex and varied information requests use effective search techniques using a range of print and electronic information sources and tools work within time constraints that reflect industry practice and standards.
Context of and specific resources for assessment	Assessment must ensure: use of current industry systems and equipment 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.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance evaluation of candidate’s response to different scenarios to assess ability to research, analyse and present information in response to a range of complex requests review of reports prepared by the candidate in response to a particular information need review of reports prepared by the candidate detailing the development of strategies to respond to a given need, including challenges faced and how these were overcome. Assessment methods should closely reflect workplace demands and the needs of particular client groups (consider the requirements of different age groups, clients with English as a second language, clients with disabilities, remote library users, etc.).
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: CULRSK501A Monitor compliance with copyright and licence requirements.

Required Skills and Knowledge

Required skills

analytical and evaluation skills to determine relevance and reliability of information

communication skills to:

liaise with customers

discuss complex ideas and concepts

initiative and enterprise skills to:

expedite search processes and minimise costs

find the most efficient and effective way of responding to a range of complex information requests from customers

information literacy skills to access and use a wide range of complex information sources

problemsolving skills to assess and select strategies to locate hard to find information

research skills to undertake complex searches and information analysis

self-management skills to:

follow workplace procedures

prioritise work tasks and meet deadlines

technology skills to:

assist customers to use different searching tools

use current information services industry technology.

Required knowledge

scope and range of available information sources available in print and electronic formats, including databases and technologies, such as current and emerging web applications

techniques for searching and retrieving information from a range of sources, including the internet and other electronic sources

strategies for obtaining information from external agencies or specialist organisations

range of available delivery options for presentation of information resources

legal considerations relating to accessing information sources, such as:

privacy

licensing agreements

bibliographic standards

reference sources and databases, both print and online

protocols associated with culturally sensitive material, including Aboriginal or Torres Strait Islander cultural material.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Nature of information needsmay relate to:	commercial sensitivities and implications degree of specialist assistance required delivery or presentation method level, detail and currency of information purpose of requests required formats special requirements timeframes topic or subject definitions.
Level of complexity may relate to:	availability in print or electronic formats clarifying customer requirements content need for sophisticated packaging or presentation of information obscure or difficult to obtain nature of information purpose for which information is being obtained scope of information request specialised access protocols specialised nature of information wide range of information sources, tools and access possibilities wide range of information to which access is required by customers.
Complex search strategies may relate to:	availability of current information commercial sensitivity of search processes complexity of the subject field, its concepts and methodologies cost implications difficulty of finding or obtaining information information belonging to a new or developing field where sources are not well-established limited access to print and electronic resources missing, vague or conflicting information variety of possible sources requiring judgement about the best options.
Review and revisemay include:	changing search terms or using different combinations of search terms changing to another topic due to lack of resources limiting by date of publication, language, and country of publication limiting by format narrowing or broadening topics revising list of keywords or phrases use of Boolean operators.
Access may relate to:	constantly changing conditions high cost of electronic databases or datasets network interfaces that are not user friendly poor organisation of information varying quality.
Information sources may be:	biographical sources books conference proceedings databases discussion papers e-books e-journals geographical sources internet websites items in library collection items obtained through interlibrary loan or document supply/delivery options local, state and government agencies newspaper or journal articles periodic indexing databases print or electronic formats reports scientific or technical journals statistical information from sources, such as the Australian Bureau of Statistics (ABS) working papers.
Search techniquesmay include:	basic and advanced catalogue searches combined searches using federated search engines across multiple databases internet searches limiting search parameters by criteria, such as: date format language place of publication reviewing and revising search terms searching electronic databases using basic or advanced search features searching one database at a time searching other library catalogues seeking assistance from colleagues or external organisations.
Packaging and presentation of information may include:	annotated bibliographies articles supplied through document delivery services electronic copies sent as email attachments physical copies of information resources presentation of information or resources in person to customer printed or electronic copies of newspaper or journal articles providing explanation of search strategy reference lists or bibliographies resources in audiovisual or multimedia formats.

NTISthis.com

Evidence Guide: CULINS501A - Research and analyse information to meet customer needs

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

CULINS501A - Research and analyse information to meet customer needs

Analyse information needs

Implement strategies to locate difficult to find information

Ensure quality of customer service

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _