ABOUT THE UNIT 

This unit is an elective unit for the Certificate IV in Library and Information Services. The unit provides the skills and knowledge required to help customers obtain information relevant to their needs. The unit will cover the following areas:

  • Clarify customer information requirements
  • Reference interviews
  • Customer contact and effective communication
  • Paraphrasing and questioning
  • Identify customer needs and respond appropriately
  • Types of customer queries
  • Compiling search terms and keywords
  • Follow search strategies
  • Using industry-current information sources and equipment
  • Encouraging information literacy skills
  • Assistive technology
  • Informing customers about constraints regarding access to information or equipment
  • Source and provide information in the appropriate formats required

HOW THIS UNIT RELATES TO YOUR LIBRARY AND INFORMATION SERVICES CAREER

This unit 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.

TRANSFERABILITY OF SKILLS AND KNOWLEDGE

The skills and knowledge gained from this unit are applicable to any workplace context, whether in the Library and Information Services sector or not.

For further information on this unit visit training.gov.au