CULLB401C Information

Determining client information – CULLB401CSchool of Human Services – Department of Humanities & F.E.

Advanced Diploma of Library/Information Services

Course details

CULL04 Advanced Diploma of Library/ Information Services

Unit CULLB401C: Assist customers to access information

Unit type Elective

Semester 1

Nominal Hours 40

Year 2011

Teacher Contact

Details Deirdre Wilmott

Telephone 53278056

E-Mail [email protected]

Days available



Unit of competency

CULLB401C: Assist customers to access information

Description

This unit describes the performance outcomes, skills and knowledge required to assist

customers in obtaining information relevant to their needs. No licensing, legislative, regulatory or

certification requirements apply to this unit at the time of endorsement.

Employability Skills

This unit contains employability skills.

Application Of Unit

This unit applies to individuals working in a frontline information services role in any industry

sector. This may include public, corporate or institutional libraries, record management units,

government departments or community advisory organisations.

The unit requires basic research and searching skills plus a sound knowledge of the scope of

information sources available within the organisation. Work relates to information which can be

found in readily and easily accessed sources, and is undertaken within established guidelines

under general supervision.

More complex and challenging information needs are covered in the unit CULLB504C Research

and analyse information to meet customer needs.

Unit Sector

Library Customer Service

Performance criteria

Element Performance criteria

1. Determine

customers

information

requirements

1.1 Determine the nature of information requirement using

appropriate questioning and listening techniques during

customer contact

1.2 Assess the likely availability of the required information from

readily accessed sources , and the level and nature of

assistance required

2. Advise customers

on independent

access

opportunities

2.

1

Take all appropriate opportunities to support the customer in

developing and applying information literacy skills

independently



2.

2

Correctly demonstrate the use of reference works and

equipment in a language and at a level and pace

appropriate to the customer

2.

3

Accurately advise customers on other access arrangements

including interlibrary loans

2.

4

Inform customers of relevant constraints regarding access to

information or use of reference works or equipment

3. Source and

provide

information

3.

1

Source appropriate customer information from easily and

readily accessed sources

3.

2

Provide information in an appropriate format and language

to the customers and confirm that information need has

been met

3.

3

Take appropriate action to resolve remaining issues and/or

refer customers appropriately

Skills and Knowledge

Required skills:

The following skills must be assessed as part of this unit:

communication skills to respond to customer needs and to provide information literacy

support and basic coaching, including active listening and questioning

technology skills to access information using automated systems

literacy skills to interrogate references and to interpret and write a broad range of

information.

Required knowledge:

The following knowledge must be assessed as part of this unit:

organisational policies in relation to customer assistance, such as interlibrary lending

common customer requests and sources for answering such requests

use of bibliographic works and technology

techniques for using standard reference resources and works, including searching

strategies



features of an information network and how it impacts on the scope of information which

can be provided

interlibrary loan processes

copyright, moral rights and intellectual property legislation and issues that impact on

information services providers

cultural considerations when working with customers and potentially sensitive material.

Range statement

The range statement relates to the unit of competency as a whole. It allows for different work

environments and situations that may affect performance. Bold italicised wording, if used in the

performance criteria, is detailed below. Essential operating conditions that may be present with

training and assessment (depending on the work situation, needs of the candidate, accessibility

of the item, and local industry and regional contexts) may also be included.

Customer contact may be: in person

by phone

in writing

electronically

Readily accessed sources

would generally include:

organisation's collection or remote sources of information

that are routinely accessed in the organisation, through

standard search processes for which there are well

established and clear cut procedures, e.g. searching for

known items

catalogues

online and other databases

remote sources

Reference works and

equipment may include:

automated catalogues

manual catalogues

Constraints regarding

access to information may

include:

cost

organisational policy

restrictions on access to required information

availability of other assistance

competing demands



ethical considerations

Within this unit the nature

of customer information

would be quite simple in

nature and may include:

current or topical information for a customer group e.g.

school assignments

frequently requested information

simple ready reference queries

community information

Appropriate format for

information may depend

on factors such as:

the preferred format

age e.g. pre-schoolers, adolescents

educational background or general knowledge

cultural and language background

language, literacy and numeracy needs

disabilities both physical and intellectual

Evidence guide

The evidence guide provides advice on assessment and must be read in conjunction with the

performance criteria, required skills and knowledge, range statement and the Assessment

Guidelines for the Training Package.

Critical aspects for

assessment and evidence

required to demonstrate

competency

Evidence of the following is essential:

sound understanding and application of customer service

skills

application of well developed information literacy skills

sound knowledge of the information services reference

resources

sound knowledge of bibliographic works

demonstration of skills (working with an established

collection) in response to a range of different information

requests.

Context of and specific

resources for assessment

Assessment must ensure:

use of current industry reference works and equipment

access to relevant policies and procedures manuals

access to a library/information collection.

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

direct observation of the candidate working with customers

and responding to different information requests

case studies/problem-solving exercises to assess ability to

respond to different information needs

oral or written questioning to assess knowledge of

reference works and equipment procedures.



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 used 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 this 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.



Assessment Criteria

Performance level 1 Performance level 3 Performance level 5

Criteria 1: Demonstrate depth of underpinning knowledge applied to assessment task

Locates information Demonstrates an understanding

of the use of reference sources

and catalogues

Demonstrates an understanding

of the complex nature of

reference sources

Demonstrates the ability to critically analyse and

assess reference sources

Using reference tools

including Internet,

reference sources

catalogue

Demonstrates basic techniques of

search strategies and an

understanding of how reference

tools can be used

Demonstrates complex search

techniques and has a detailed

understanding of the use of

reference material

Demonstrates the ability to analyse and integrate

search techniques and can use reference material

innovatively to respond to enquiries

Criteria 2 Communication people networking language and interpersonal skills

Use of open/closed

questions

Demonstrates an understanding

of open and closed questions

Uses open and closed questions

in a sequence which enhances

the exchange of information.

Uses open and closed questions to create a logical

and probing dialogue




Client Interaction Chooses relevant and useful

questions

Demonstrates responses which

indicate an understanding of the

clients answers and requirements

Creates full scenario sequence for role play

Criteria 3 Techniques and processes

Use of Wiki Accesses and uses Wiki correctly Demonstrates an understanding

of interactive web tools

Uses the resources in the wiki

effectively

Demonstrates the ability to analyse and interpret

rules

Uses the resources of the wiki to create an

innovative information tool

How to Guide Includes correct information

Demonstrates understandable

writing style

Uses correct spelling and

grammar

Organises information logically

and clearly.

Uses clear, plain and

grammatical English

Demonstrates analytical concepts in the

organisation of information

Creates a professional organisation of the

information.

Criteria 4 Work organisation




- Timeliness,

notification of

lateness,

addressing criteria

- Attends workshops

- Attends all sessions

- Completes all assessment

tasks.

- Attempts all activities

- Accesses unit homepage on

Moodle and accesses

relevant instructions

- Arrives punctually to class

- Provides timely notification

of non-attendance

- Submits timely request for

extension

- Submits work according to

instructions

- Identifies all tasks and work

as requested

- Completes all activities

- Submits assessment on time

- 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.

- Demonstrates excellence in planning by

following all instructions for every

assessment task

Criteria 5 Level of independence and performance of work tasks

Learning processes - Satisfies course

requirements, including

attempting tasks and

- Satisfies course

requirements, including

completing tasks and

- Demonstrates autonomy in completing tasks

and activities with most efficient processes,

asking for explanation and verification only




activities, with extensive

assistance from students

and teachers.

activities, with some

assistance from students

and teachers.

when necessary

Documents

CULLB401C Information