Elements and Performance Criteria
- Analyse information needs
- Correctly interpret relevant documentation or information from customer to determine the overall nature of the information needs
- 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
- Participate in customer discourse in a manner that reflects sound knowledge of a broad range of potential information sources and complexsearch strategies
- Identify and assess customer expectations in relation to available resources and likely constraints
- Explore and explain appropriate options and provide suggestions and advice
- Assist customer to clarify and, if necessary, adjust requirements to facilitate a more effective result
- Determine and implement assistance strategies
- Evaluate different assistance strategies based on knowledge of likely information sources and/or location of required information
- Evaluate and select logical and reasonable strategies to locate unusual or difficult to locate information
- Consult with colleagues, as required, to identify appropriate information sources
- Evaluate and select appropriate strategies to minimise costs of accessing required information
- Where possible, work with the customer to select strategies that enable customer participation in the use of reference tools or equipment
- Implement selected strategies and searches using appropriate information sources
- 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 all relevant support information
- Where problems occur in meeting agreed customer requirements negotiate constructively with customer and suggest suitable alternatives
- Conduct constructive negotiation with customers in relation to problems, difficulties, alternatives or follow-up requirements
- Ensure customer service is in keeping with legal requirements and reflects awareness of liability and other legal and ethical responsibilities