This unit describes the skills and knowledge required to help customers obtain information they need, that can be found in readily accessible sources. It applies to individuals working in frontline information services roles in any industry sector. They may be working in library and information services organisations, records management units, government departments, tourist information centres or community advisory organisations. These roles are undertaken within established guidelines under general supervision.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - use bibliographic tools and industry-current technology; - communicate information to several customers using a range of print and electronic information sources; - apply well-developed information literacy skills, and; - respond constructively to a wide range of information requests within established collections.Students will also be expected to demonstrate the following knowledge: - reference organisational policies in relation to customer assistance; - describe typical customer requests and appropriate information sources for responding; - describe techniques for using print and electronic reference resources and tools, including formulating search strategies; - analyse a range of information resources, formats and delivery options, including: document delivery and supply processes; electronic and print; interlibrary loans; - outline copyright, moral rights and intellectual property legislation, and issues relevant to information services providers, and; - explain cultural considerations when working with customers and potentially sensitive material.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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