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 CULLB003B, '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
Books
Reference books for 'Research and analyse information to meet customer needs' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1

Analyse information needs

1.1

Correctly interpret relevant documentation or information from customer to determine the overall nature of the information needs

1.2

Engage with customer where appropriate to discuss and confirm relevant details of the information need and its complexity, including objectives and scope of the information requirement

1.3

Participate in customer discourse in a manner that reflects sound knowledge of a broad range of potential information sources and complexsearch strategies

1.4

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

1.5

Explore and explain appropriate options and provide suggestions and advice

1.6

Assist customer to clarify and, if necessary, adjust requirements to facilitate a more effective result

2

Determine and implement assistance strategies

2.1

Evaluate different assistance strategies based on knowledge of likely information sources and/or location of required information

2.2

Evaluate and select logical and reasonable strategies to locate unusual or difficult to locate information

2.3

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

2.4

Evaluate and select appropriate strategies to minimise costs of accessing required information

2.5

Where possible, work with the customer to select strategies that enable customer participation in the use of reference tools or equipment

2.6

Implement selected strategies and searches using appropriate information sources

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 all relevant support information

3.3

Where problems occur in meeting agreed customer requirements negotiate constructively with customer and suggest suitable alternatives

3.4

Conduct constructive negotiation with customers in relation to problems, difficulties, alternatives or follow-up requirements

3.5

Ensure customer service is in keeping with legal requirements and reflects awareness of liability and other legal and ethical responsibilities


Qualifications and Skillsets

CULLB003B appears in the following qualifications:

  • CUL40104 - Certificate IV in Library-Information Services
  • CUL50104 - Diploma of Library-Information Services
  • CUL60104 - Advanced Diploma of Library-Information Services