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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Clarify customer information requirements
   • Identify exact nature of information request
   • Confirm purpose of information request and any special requirements
2. Follow search strategies
   • Construct and follow search strategies to locate information using industry-current information
   • Assist customers to develop own information-seeking skills
   • Advise customers on other access arrangements, including inter-library loans and document delivery and supply services
   • Inform customers of constraints regarding access to information according to organisational policies and procedures
3. Source and provide information
   • Source information from sources in response to relevant customer’s requests
   • Provide information according to request
   • Confirm relevant customer’s requirements are satisfied
   • Take action to resolve remaining issues or refer customers to other personnel, as required

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

assist customers to access information from a variety of sources on at least four different occasions.

In the course of the above, the candidate must:

use bibliographic tools and industry-current technology

search and locate a range of information sources and communicate to relevant stakeholders

communicate to clarify information requirements of stakeholder

respond to stakeholders with information to complete their own searches.

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Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

organisational policies and procedures, including:

customer assistance

access to information

typical customer requests and appropriate information sources for responding

techniques for using reference resources and tools, including formulating search strategies

range of information resources, formats and delivery options, including:

document delivery and supply processes

electronic and print

inter-library loans.

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