ABOUT THE UNIT 

This unit is a core unit of the Diploma of Library and Information Services. The unit provides the skills and knowledge required to help customers with a range of ICT (Information and Communications Technology). The unit will cover the following areas:

  • Determine customer problems using appropriate techniques, and action and record appropriately as per organisational requirements
  • Prioritising customer problems, including undertaking an impact analysis of the problem to determine severity and risks
  • Referring problems where required, including to third parties, or escalate internally if necessary
  • Carrying out maintenance where required, in line with organisational guidelines
  • Preparation of appropriate reports, including maintenance reports.
  • Obtaining feedback from the client to ensure that requirements have been met.
  • The safe and effective use of hardware and software products
  • Key functions and basic features of an operating system
  • Principles relating to equal employment opportunity (EEO) and anti-discrimination
  • Workplace security and network guidelines and procedures.

HOW THIS UNIT RELATES TO YOUR LIBRARY AND INFORMATION SERVICES CAREER

As the use and scope of technology rapidly escalates in our society, there are numerous groups in our society who can easily fall behind. Digital literacy is one of the most important 21st century skills. Those who don’t have digital skills are unable to participate as fully as they need to, to have positive life outcomes. As such, libraries are increasingly becoming centres for digital skill development. Customers often come to the library, to ask for help with their devices, with access to digital information etc. This unit will prepare you for handling such requests successfully!

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. They are also applicable to all library types.

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