Unit of competency Outline
Date retreived
22/07/2026 1:32 AM AWST
22/07/2026 1:32 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
CULLB003B
CULLB003B
State Code
D1776
D1776
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
19/09/2008
Field of Education
091301 - Librarianship And Information Management
Original Release Date
19/09/2008
Nominal Hours
80
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.
Notes
Elements and Performance Criteria
1 Analyse information needs
- 1.1 Correctly interpret relevant documentation or information from customer to determine the overall nature of the information needs
- 1.2 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
- 1.3 Participate in customer discourse in a manner that reflects sound knowledge of a broad range of potential information sources and complexsearch strategies
- 1.4 Identify and assess customer expectations in relation to available resources and likely constraints
- 1.5 Explore and explain appropriate options and provide suggestions and advice
- 1.6 Assist customer to clarify and, if necessary, adjust requirements to facilitate a more effective result
2 Determine and implement assistance strategies
- 2.1 Evaluate different assistance strategies based on knowledge of likely information sources and/or location of required information
- 2.2 Evaluate and select logical and reasonable strategies to locate unusual or difficult to locate information
- 2.3 Consult with colleagues, as required, to identify appropriate information sources
- 2.4 Evaluate and select appropriate strategies to minimise costs of accessing required information
- 2.5 Where possible, work with the customer to select strategies that enable customer participation in the use of reference tools or equipment
- 2.6 Implement selected strategies and searches using appropriate information sources
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 all relevant support information
- 3.3 Where problems occur in meeting agreed customer requirements negotiate constructively with customer and suggest suitable alternatives
- 3.4 Conduct constructive negotiation with customers in relation to problems, difficulties, alternatives or follow-up requirements
- 3.5 Ensure customer service is in keeping with legal requirements and reflects awareness of liability and other legal and ethical responsibilities
level, detail and currency of information
timeframe
delivery/presentation method
commercial sensitivities/implications
degree of specialist assistance required
Within this unit, information needs may be quite complex in nature and significant analysis, assessment and judgement is required.
specialised nature of the information
complexity of the information
complexity of determining the customer requirements
specialised access protocols particular to the area
wide range of information to which access is required by customers
wide range of information sources, tools and access possibilities
need for sophisticated packaging or presentation of the information
fact that information is not published
difficulty of finding or obtaining information
complexity of the subject field, its concepts and methodologies, and its publishing and scholarly communication patterns
information is in a new or developing field where the sources are not well established
missing, vague or conflicting information
commercial sensitivity of search processes
cost implications
variety of possible sources requiring judgement about most likely options
are in a state of constant change
are badly organised or of varying quality
have many different network interfaces which may not be user-friendly, e.g. high level internet navigational skills may be required to trace information
internal
external
networked
scientific or technical journals
reports
working papers
discussion papers
sound
graphics
text
organisational systems to ensure easy access
timeframe
delivery/presentation method
commercial sensitivities/implications
degree of specialist assistance required
Within this unit, information needs may be quite complex in nature and significant analysis, assessment and judgement is required.
specialised nature of the information
complexity of the information
complexity of determining the customer requirements
specialised access protocols particular to the area
wide range of information to which access is required by customers
wide range of information sources, tools and access possibilities
need for sophisticated packaging or presentation of the information
fact that information is not published
difficulty of finding or obtaining information
complexity of the subject field, its concepts and methodologies, and its publishing and scholarly communication patterns
information is in a new or developing field where the sources are not well established
missing, vague or conflicting information
commercial sensitivity of search processes
cost implications
variety of possible sources requiring judgement about most likely options
are in a state of constant change
are badly organised or of varying quality
have many different network interfaces which may not be user-friendly, e.g. high level internet navigational skills may be required to trace information
internal
external
networked
scientific or technical journals
reports
working papers
discussion papers
sound
graphics
text
organisational systems to ensure easy access
Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
effective customer communication and negotiation skills
highly developed information literacy skills
appropriate use of electronic sources and other technologies
knowledge of the organisation's reference, research and general collections
presence of time constraints which reflect industry practice and standards
practical demonstration of skills to respond to complex and varied information requests.
Context of and specific resources for assessment
Assessment must ensure:
use of current industry systems and equipment
interaction with others to reflect the communication and negotiation aspects of this unit
access to relevant policies and procedures manuals and a range of information sources and information systems.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
evaluation of candidate's response to different scenarios to assess ability to research, analyse and present information in response to a range of complex requests
review of reports prepared by the candidate in response to a particular information needs
review of reports prepared by the candidate detailing the development of strategies to respond to a given need, including challenges faced and how these were overcome.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
CULLB005B Search databases
CUSRAD02A Conduct research.
Evidence of the following is essential:
effective customer communication and negotiation skills
highly developed information literacy skills
appropriate use of electronic sources and other technologies
knowledge of the organisation's reference, research and general collections
presence of time constraints which reflect industry practice and standards
practical demonstration of skills to respond to complex and varied information requests.
Context of and specific resources for assessment
Assessment must ensure:
use of current industry systems and equipment
interaction with others to reflect the communication and negotiation aspects of this unit
access to relevant policies and procedures manuals and a range of information sources and information systems.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
evaluation of candidate's response to different scenarios to assess ability to research, analyse and present information in response to a range of complex requests
review of reports prepared by the candidate in response to a particular information needs
review of reports prepared by the candidate detailing the development of strategies to respond to a given need, including challenges faced and how these were overcome.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
CULLB005B Search databases
CUSRAD02A Conduct research.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C7130 | CULLB003A | Research and analyse information to meet customer needs | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D9432 | CULINS501A | Research and analyse information to meet customer needs | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| C726 | CUL60104 | Advanced Diploma of Library-Information Services | Qualification |
| C724 | CUL40104 | Certificate IV in Library-Information Services | Qualification |
| C725 | CUL50104 | Diploma of Library-Information Services | Qualification |