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CULL003B Research and analyse

information to meet customer needsSchool of Human Services ± Department of Humanities & F.E.Advanced Diploma of Library/Information Services

Course details

CULL04 ................................ ................................ ......Advanced Diploma of Library/Information

Services

Unit CULLB003B: ................................ ...................... Research and analyse information to meet

customer needs

Unit type ................................ ................................ ..Core Unit

Semester ................................ ................................ .1

Nominal Hours ................................ ......................... 80

Year ................................ ................................ ..........2011

Teacher ContactDetails ................................ ................................ ......Deirdre Wilmott

Telephone ................................ ................................ 53278056

E-Mail ................................ ................................ [email protected]

Days available ................................ .......................... Mon, Tues, Wed, Fri





Unit of competency

Elements of Learning

CULLB003B/01 Analyse information needs

1.1 Correctly interpret relevant documentation or information from

customer to determine the overall nature of the information need

1.2 Engage with customer where appropriate to discuss and confirm

relevant details of the information need, including objec tives 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

complex search 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

CULLB003B/02 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 Evaluate and select appropriate strategies to minimise costs of

accessing required information

2.4 Where possible, work with the customer to select strategies that

enable customer participation in the use of reference tools or





CULLB003B/03 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 Package/present information appropriately to meet customer

requirements and expectations, ensuring inclusion of all relevantsupport in formation

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 eth ical

responsibilities

Required Skills and knowledge

This section describes the skills and knowledge required for this unit.

Required skills

research and analytical skills to undertake complex searches and

information analysis

problem-solving skills to assess and select strategies to locate hard to find

information

Complex search strategies may berequired for a range of reasons

including:

difficulty of finding or obtaininginformation

complexity of the subject field, its

concepts and methodologies, and its

publishing and scholarly

communication patterns





variety of possible sources requiring

judgement about most likely options

Inf ormation sources may be di ff icult to

access because they:

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

Appropriate i nf ormation sources may

be:

internal

external networked

scientific or technical journals

reports

working papers

discussion papers

Packagi ng and presentation of

i nf ormation may include the use of:

sound

graphics

text

organisational systems to ensure

easy access







Holistic assessment with other units relevant to the industry sector, workplace

and job role is recommended, for example:

CULLB005B Search databases

CUSRAD02A Conduct research.

Recognition of Prior Learning

You may be granted RPL if you have completed equivalent learning within the last five years.

You will need to present evidence to support your claim.

You may be granted RCC if you present evidence that in your work experience you have

demonstrated the abilities and knowledge required in the unit to the level that is expected

of students when they COMPLETE the unit.

This means that in a unit about providing information for clients and assisting them using

the libraries resources it is not enough to have use d a library or offered directional

assistance to clients. You must be a competent reference assistant who can use library

resources to the standard required and provide assistance to clients at standard required.

You must be able to provide evidence of thi s competency, for example performance reviews

from supervisors, evidence of workshops attended.

Applications need to be made on the correct forms. Contact your teacher if you wish to

apply. You must attend class until RPL is granted.







Performance level 1 Performance level 3 Performance level 5

Content of

Bibliography

y Material is organised as

requested in the

instructions for the

assignment

y Material reflects the topic

chosen.

y Annotations are relevant

and correct length.

y Material is relevant to the

topic and reflects well

developed research skills.

y Annotations are well written,

accurately describing and

evaluating the item.

y Material is highly relevant and reflects

sophisticated search skills

y Annotations are insightful; description

is relevant for the intended audience

and evaluates the item using critical

analysis.






Criteria 2 Communication people networking language and interpersonal skills

Comarison of

sources

y Email explains the

reasons for choice

clearly

y Comparison of resources

demonstrates

understanding of each

medium

y Items recommended for

the client are relevant to

the clients needs

y Email explains reasons for

choices and

recommendations precisely,

demonstrating professional

communication skills

y Comparison of resources is

detailed and accurate.

y Recommendations reflect a

clear understanding of the

clients requirements

y Email explains choices and

recommendations in clear precise

English, demonstrating a mature writing

style, and an understanding of the

requirements of email communication.

y Comparison of resources is

authoritative and current and insightful.

y Recommendations accurately reflect ALL

the clients needs and shows an

understanding of complexities of usi ng

electronic medium.

Criteria 3 Techniques and processes






APA in assignment y No more than 15

separate inaccuracies in

the bibliographies

y No more than 10 separate

inaccuracies in the

bibliography

y No more than 5 separate inaccuracies in

the bibliography

Accesses Electronic

sources

y Accesses all sources and

downloads software

y Demonstrates competent use

of electronic sources and

software

y Demonstrates high level of proficiency in

the use of electronic and software

Criteria 4 Work organisation






- Timeliness,

notification of

lateness,

addressing

criteria

y Attends workshops

y Attends all sessions

y Completes all

assessment tasks.

y Accesses unit homepage

on Moodle and accesses

relevant instructions

y

y Arrives punctually to class

y Provides timely notification of

non-attendance

y Submits timely request for

extension

y Submits work according to

instructions

y Identifies all tasks and work as

requested

y Attempts all activities

y Submits assessment on time

y Submits all assignments correctly as per

instructions using correct software and

format for the submission of assessment

tasks and activities including naming of

file, layout, etc as instructed in the

assessment guide.

y Demonstrates excellence in planning by

following all instructions for every

assessment task

y Completes all activities

Criteria 5 Level of independence and performance of work tasks






Learning processes y Satisfies course

requirements, including

completing tasks and

activities, with extensive

assistance from students

and teachers.

y Satisfies course requirements,

including completing tasks

and activities, with some

assistance from students and

teachers.

y

y Demonstrates autonomy in completing

tasks and activities with most efficient

processes, asking for explanation and

verification only when necessary

Documents

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