Unit of competency Outline

Date retreived
22/07/2026 10:37 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Research and analyse information to meet customer needs

Research and analyse information to meet customer needs

Unit of competency
National Code
BSBLIB511
State Code
AWF96
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
14/01/2016
View on TGA
State Implementation and Classification
Approved Date
05/07/2016
Field of Education
091301 - Librarianship And Information Management
Original Release Date
05/07/2016
Nominal Hours
60
Description
This unit describes the skills and knowledge required to provide customers with access to, and an analysis of, diverse and complex sources of information.It applies to individuals working in public, corporate or institutional libraries, record management units, government departments, tourist information centres, community advisory organisations or other library and information services contexts, who respond to complex information needs, working autonomously with limited guidance from others.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Analyse information needs
  • 1.1 Determine complete nature of information needs with reference to relevant documentation or information from customers
  • 1.2 Conduct reference interviews with customers to determine specific information needs, including level, type and amount of information required
  • 1.3 Confirm the level of complexity customers need in their information
  • 1.4 Formulate complex search strategies using sound knowledge of a broad range of potential information sources
  • 1.5 Identify and assess customer expectations in relation to available resources and likely constraints
  • 1.6 Advise customers of likely outcomes of information search and possible delivery options
  • 1.7 Review and revise search terms or topics in consultation with customers
2 Implement strategies to locate difficult to find information
  • 2.1 Consider access to information sources into account when evaluating different search strategies
  • 2.2 Select and prioritise information sources
  • 2.3 Evaluate and select logical and reasonable strategies to locate difficult to find information
  • 2.4 Consult with colleagues, as required, to identify appropriate information sources
  • 2.5 Use effective search techniques to locate relevant information
  • 2.6 Assist customers to actively participate in search processes through practical demonstration of information-seeking skills
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 relevant support information
  • 3.3 Communicate with customers regarding problems, difficulties, suitable alternatives or followup requirements
  • 3.4 Observe cultural sensitivities, ethics, privacy and copyright issues and obligations in meeting customer requirements
No information
No information
Replaces
State Code National Code Title Type
D9432 CULINS501A Research and analyse information to meet customer needs Unit of competency
Replaced By
State Code National Code Title Type
OCG07 BSBINS508 Research and analyse information to meet library customer needs Unit of competency
State Code National Code Title Type
AZJ4 BSB52115 Diploma of Library and Information Services Qualification