Session 3 - BSBLIB405 Assist customers to access information

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The following description is from Training.gov.au:
"This unit describes the skills and knowledge required to help customers obtain information they need, that can be found in readily accessible sources."




Image by Arek Socha from Pixabay

Element 1. Clarify customer information requirements

  • Use communication techniques appropriate to the form of customer contact to identify exact nature of information request
  • Confirm purpose of information request and any special requirements
  • Compile basic search terms, including list of keywords and phrases appropriate to topics

Class Activity 1

What communication techniques could you use to identify and clarify the information needs for:
  • A grade 1 child looking for information on dinosaurs
  • A VCE student looking for information on dinosaurs
  • A 70 year old pensioner looking to research their family tree
  • A 15 year old secondary student looking to research their family tree
How would the techniques differ? Provide examples of some questions you might ask each of the above to firstly identify their information needs and secondly to clarify them.

What different purposes might the above researchers have for the information? Why does it matter? Information is information isn't it?

Class Activity 2

Whiteboard activity: What search terms would you use for each of the scenarios above? What other keywords or phrases might you include?

Element 2. Follow search strategies

  • Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment
  • Assist customers to develop own information-seeking skills and become independent learners
  • Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers
  • Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services
  • Inform customers of constraints regarding access to information or use of reference tools and equipment

Search Strategies



Class Activity 3

Provide examples of how you could assist customers to develop their own information seeking skills?

Where would you direct customers to information on interlibrary loans and document delivery services?Find the relevant information for your public library.

Find your library's customer service charter (or the main policy document outlining customer service).
What are the guidelines for providing prompt service to customers?

Element 3 Source and provide information

  • Source information from readily accessed sources in response to customer requests
  • Provide information in appropriate format, and confirm with customers that their information need has been met
  • Take appropriate action to resolve remaining issues or refer customers to other personnel as required

Class Activity 4

What would be an appropriate format for resources for:
  • A grade 1 child looking for information on dinosaurs
  • A grade 6 child looking for information on dinosaurs
  • A 70 year old pensioner looking to research their family tree
  • A 15 year old secondary student looking to research their family tree
Justify your response.

Information Literacy

What is Information Literacy?

"To be information literate, a person must be able to recognize when information is needed and have the ability to locate, evaluate, and use effectively the needed information."
https://otterbein.libguides.com/infolit/whatinfolit

Watch the following video - What is Information literacy: Modern librarian memoirs



Watch the following video - 5 Components of Information Literacy: Seminole State Library



What is Digital Literacy?

Digital literacy is not just about being able to use technology to communicate but is very similar to information literacy. It is about being able to use digital technologies to research and find information and also to evaluate that information. You can apply the same principles and tests to Digital Literacy as you can for information literacy.

More about Digital Literacy can be found in this article from renaissance.com titled What is digital literacy and why does it matter?
https://www.renaissance.com/2019/02/08/blog-digital-literacy-why-does-it-matter/

Class Activity 5

Read the above article on Digital Literacy. How is Digital Literacy important? Do you consider yourself to be digital literate? Why?

Chat about the Assessment Tasks

We will finish this session by discussing the Assessment task for this unit. 

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