Elements and Performance Criteria
- Determine customer information needs
- Determine and confirm exact nature of information needs with customer
- Discuss options for satisfying requests with customer, taking into account any specific requirements
- Where appropriate, keep customer informed of delivery progress
- Recommend alternative options to fulfil customer information needs as required
- Clarify details of required information resources
- Search external and networked sources
- Complete information search based on knowledge of appropriate external and networked sources
- Check availability of information resources from external and networked sources by searching their library catalogues for items already held, and electronic databases
- Verify knowledge of reciprocal interlibrary lending networks and document delivery systems and services to source required information
- Seek assistance from colleagues to locate unusual or difficult to locate information
- Obtain and return information
- Complete and despatch requests to external sources using organisational standards, systems and procedures
- Monitor requests to external sources and follow-up as required
- Check condition of information resources received from external sources and confirm they meet customer needs
- Monitor receipt of electronic documents and present to customers using approved delivery methods
- Ensure compliance with copyright legislation in relation to supply of photocopied or electronic documents
- Take action to recall material, where required, and return to provider in the required condition
- Inform provider of difficulties in relation to return of material and take action