Research and analyse information to meet customer needs

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBLIB511, 'Research and analyse information to meet customer needs'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Research and analyse information to meet customer needs' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and 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