Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CULLB003B Mapping and Delivery Guide
Research and analyse information to meet customer needs
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | CULLB003B - Research and analyse information to meet customer needs |
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Description | This unit describes the performance outcomes, skills and knowledge required to provide customer access to diverse and complex sources of information using research and analytical skills. This unit builds on the skills in CULLB401C Assist customers to access information.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying Employability Skills requirements. | ||
Learning Outcomes and Application | This unit applies to individuals working in an information services context who apply well developed research and analytical skills to respond to complex information needs. They also possess a sound knowledge of bibliographic standards. Work is undertaken autonomously, with limited guidance from others.Information services contexts may include public, corporate or institutional libraries, record management units, government departments or community advisory organisations. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Nil | ||
Competency Field | Library Customer Service |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Analyse information needs | ||||||||
Element: Correctly interpret relevant documentation or information from customer to determine the overall nature of the information needs | ||||||||
Element: 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 | ||||||||
Element: Participate in customer discourse in a manner that reflects sound knowledge of a broad range of potential information sources and complexsearch strategies | ||||||||
Element: Identify and assess customer expectations in relation to available resources and likely constraints | ||||||||
Element: Explore and explain appropriate options and provide suggestions and advice | ||||||||
Element: Assist customer to clarify and, if necessary, adjust requirements to facilitate a more effective result | ||||||||
Element: Determine and implement assistance strategies | ||||||||
Element: Evaluate different assistance strategies based on knowledge of likely information sources and/or location of required information | ||||||||
Element: Evaluate and select logical and reasonable strategies to locate unusual or difficult to locate information | ||||||||
Element: Consult with colleagues, as required, to identify appropriate information sources | ||||||||
Element: Evaluate and select appropriate strategies to minimise costs of accessing required information | ||||||||
Element: Where possible, work with the customer to select strategies that enable customer participation in the use of reference tools or equipment | ||||||||
Element: Implement selected strategies and searches using appropriate information sources | ||||||||
Element: Ensure quality of customer service | ||||||||
Element: Assess information obtained for its validity, reliability and suitability in relation to customer requirements and expectations | ||||||||
Element: Ensure appropriate packaging and presentation of information to meet customer requirements and expectations, ensuring inclusion of all relevant support information | ||||||||
Element: Where problems occur in meeting agreed customer requirements negotiate constructively with customer and suggest suitable alternatives | ||||||||
Element: Conduct constructive negotiation with customers in relation to problems, difficulties, alternatives or follow-up requirements | ||||||||
Element: Ensure customer service is in keeping with legal requirements and reflects awareness of liability and other legal and ethical responsibilities |