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Links with other standards and competency frameworks

The British Standards Institute and CEN (the European Committee for Standardization) have developed standards for facilities management which may be relevant, e.g. PrEN 15221 Facility management - terms and definitions and PrEN 15222 Guidance on facility management agreements.

Standard E4 – Provide appropriate environments and systems for physical collections and repositories

To meet the standard, you must be able to:

1. Design and maintain storage facilities appropriate to the material (printed material, artefacts, images, etc) held within the collection and, to the greatest extent possible, accessible for staff with physical or sensory impairments.

2. Ensure that access to the collections is appropriate to the level and type of use, and the amount of control required.

3. Design and maintain customer space that encourages and facilitates effective use of the collection and allows for interaction between customers, and between customers and staff, allowing for the access requirements of disabled people (either as staff or customers).

4. Design a helpful and logical arrangement for the collections, taking account of the physical media of the collections.

5. Ensure appropriate environmental controls.

6. Maintain and develop appropriate information systems such as filing systems and manual records.

7. Monitor and assess the utility and effectiveness of the environment.

Standard E4 – Provide appropriate environments and systems for physical collections and repositories

To meet the standard, you must know and understand:

1. The environmental requirements for different types of material and collections.

2. The principles of designing environments and facilities for the materials for which you are responsible.

3. How the collection is used and the facilities that will support these uses.

4. The long term policies for the collection and its content.

5. The requirements of the Disability Discrimination Act, other relevant legislation and the implications for the design of physical environments.

6. Good practice and trends in the design of physical environments for specific collections.

Standard E5 – Provide effective virtual environments for digital content and repositories

What is the standard about?

The standard is about designing, managing and maintaining interfaces and systems that enable electronic content to be created and effectively accessed. This includes the development of environments for specific customer groups, e.g. virtual learning environments, research environments, digital repositories, portals, navigation and content management systems. It also includes contributing to the development of information architecture for the organisation through the selection of standards and systems. It does not include the development or application of coding and labelling schemas such as taxonomies, metadata, which are covered in standards E3 and E7.

Who is the standard for?

This standard is applicable to people in practitioner and operational roles who are responsible for enabling the organisation and management of e-content so that it can be found and used.



In addition to the core values and behaviours, these behaviours underpin effective performance:

• You appreciate the different ways in which people interact with electronic environments, including people with visual, hearing or other impairments affecting access to the electronic environment and users of assistive technologies.

• You work closely with colleagues in related areas of activity, e.g. business strategists and IT strategists to ensure a good fit between the organisation’s business strategy, IT infrastructure, and its information architecture and information environments.

• You offer support and expert help to departments and functions developing their own shared environments.

• You are willing to adopt and adapt other people’s systems.

Links with other standards and competency frameworks:

The Skills Framework for the Information Age (SFIA) provides a common reference model for the identification of the skills needed to develop effective information systems (IS). See www.sfia.org.uk

Standard E5 – Provide effective virtual environments for digital content and repositories

This standard has links with the NOS for Health Informatics, developed by Skills for Health.

See www.skillsforhealth.org.uk or www.ukstandards.org

UKOLN have links to a number of technical standards on their website including JISC Information Environment Technical Standards. See http://www.ukoln.ac.uk/distributedsystems/jisc-ie/arch/standards/

To meet the standard, you must be able to:

1. Assess and monitor the requirement for access to virtual content, collections and repositories by different customers, including those with visual, hearing or other impairments affecting access to virtual content.

2. Align the design of virtual environments to organisational needs.

3. Provide information management advice to inform the planning of IT infrastructure and technical architecture which support virtual working environments.

4. Specify ICT and information management requirements for virtual content environments.

5. Specify standards and protocols that provide a coherent information architecture to enable the identification, access and use of content and repositories irrespective of location.

6. Identify appropriate search engines and other tools to support navigation of digital material.

7. Specify and select appropriate content management systems.

8. Specify requirements for general and personalised interfaces, (including web sites and portals) and ensure that they conform with accessibility guidelines and good practice in content and navigation.

9. Develop and implement processes to ensure that links to required content are current and usable.

10. Establish appropriate access procedures.

11. Design processes to monitor performance, use and customer satisfaction.

12. Establish procedures for maintaining the currency of standards and tools.

13. Monitor developments in the technology and approaches being used to develop and manage virtual environments.

Standard E5 – Provide effective virtual environments for digital content and repositories

To meet the standard, you must be able to:

1. Assess the implications of new systems development on records policies and practices and embed records management requirements in systems design and operation.

To meet the standard, you must know and understand:

1. The policy and design of your organisation’s enterprise architecture.

2. The principles of information architecture and of virtual environment design.

3. The implications of collaborative and virtual working for the storage, finding and exchange of information.

4. Customer requirements for access to collections and content.

5. The design and access implications of the different environments required by different customer groups.

6. The implications of accessibility standards on the design of electronic environments.

7. Technical developments and current trends in virtual environment design and, tools.

8. Current good practice in the design of interfaces – including websites and portals.

9. Legislation and regulations relating to the content of websites, portals and other interfaces.

10. Constraints on access to content resulting from, for example, supplier contracts, restricted access rights or the special needs of customer, and the levels of customer identification required by the organisation.

Standard E6 – Preserve, conserve and manage collections and content

What is the standard about?

This standard is about ensuring the necessary systems for appraisal, retention and disposal of material, and safe storage are observed. Also that appropriate techniques for the preservation and conservation of physical and electronic materials, including archives, rare books, records, artworks and other artefacts held in collections, are applied. The standard includes managing the digitisation of materials to provide for their survival and to protect the original while allowing access and use.

Who is the standard for?

This standard is applicable to people in practitioner and operational roles with who are responsible for ensuring that content and collections (physical and electronic) are managed appropriately to ensure their preservation. It includes the assessment of whether a conservator is needed for particular materials and whether electronic formats are likely to remain accessible in the future.

In addition to the core values and behaviours, these behaviours underpin effective performance:

• You recognise the importance of managing content and collections to the organisation's standards.

• You recognise the need to preserve particular physical and electronic materials and apply objective criteria to decide which content requires preservation.

• You recognise the need to dispose of material that is no longer needed safely and appropriately.

• You will recognise the value of using specialist skills such as, for example, conservation skills.

• You work collaboratively with experts in other disciplines.

Links with other standards and competency frameworks:

This standard also has links with the NOS in Conservation, developed by Creative & Cultural Skills. See www.ccskills.org.uk or www.ukstandards.org

Standard E6 – Preserve, conserve and manage collections and content

The following technical standards may also be relevant:

• UKOLN, the centre of expertise in digital information management based at the University of Bath, contributes to the development of service standards, and provides advice on their implementation. See http://www.ukoln.ac.uk/

• British Standards Institution. BS 4971 2002 Repair and allied processes for the conservation of documents.British Standards Institution. BS 5454 2000 Recommendations for storage and exhibition of archival documents.

To meet the standard, you must be able to:

1. Contribute to the policies and strategies concerning the care and management of collections and content.

2. Apply collection management processes including retention and disposal.

3. Ascertain the identity, current and future roles, and location of the item and content.

4. Identify risks factors associated with the use and retention of an item or content.

5. Identify, to an appropriate level of detail, the structure and composition, of items.

6. Identify possible risk factors associated with the item and its use.

7. Propose and implement preventative care and routine procedures.

8. Guard against unauthorised changes to electronic content.

9. Determine criteria for the selection of physical material to be digitised and apply processes and standards for the digitisation process.

10. Apply the processes for maintaining the quality of digital records and content.

11. Apply appropriate access and use criteria and processes.

12. Identify and obtain specialist skills when needed.

Standard E6 – Preserve, conserve and manage collections and content

To meet the standard, you must know and understand:

1. The principles of lifecycle management, conservation and preservation.

2. The policies, strategies and processes agreed within your organisation for lifecycle management, preservation and conservation.

3. National and international standards and accepted good practice in preservation and conservation.

4. The techniques for ensuring that digital records can be preserved and/or migrated to future formats.

5. Where specialist advice can be obtained and who are the relevant experts for the class of item.

6. The likely relevant sources of information about the item and how they can be accessed.

7. The different methods of recording decisions on content.

8. The possible future uses there might be for items.

Standard E7 – Apply standards that help people find content

What is the standard about?

This standard is about enabling customers to find the specific information and content they need within physical and digital collections. It covers the application of classification schemes, indexing schemes, taxonomies, thesauri, ontologies, etc. It does not include the application of cataloguing, and other tools for determining the storage location of items, which are covered in standard E8.

Who is the standard for?

This standard is applicable to people in practitioner and operational roles who use standards and tools to describe the content of items so that users can find relevant content irrespective of location. It is relevant to staff who are responsible for coding and labelling items of content to reflect their subject matter, content type and potential use, and for ensuring that content can be effectively located and accessed.

In addition to the core values and behaviours, these behaviours underpin effective performance:

• You appreciate the level of detail needed to meet the needs of the organisation and customers and to ensure that the information can be found.

• You recognise that standards for labelling and identifying information so that it can be easily located are essential and champion their use across the organisation.

• You are willing to adopt standards and tools developed by others.

• You pay attention to detail together whilst appreciating the purpose of the labelling and coding systems you use.

• You look for opportunities to simplify the coding and labelling of content using automated techniques.

Links with other standards and competency frameworks:

This standard has links with the NOS for Health Informatics, developed by Skills for Health.

See www.skillsforhealth.org.uk or www.ukstandards.org

Standard E7 – Apply standards that help people find content

To meet the standard, you must be able to:

1. Select appropriate standards, rules and descriptors to apply to the content of collections and items, in order that customers can find the content they need irrespective of location (i.e. taxonomy, thesaurus, ontology, classification schemes, cataloguing rules, metadata etc).

2. Identify, introduce and use automated tools for coding and labelling content.

3. Analyse and understand the information content.

4. Use appropriate standards and rules (e.g. taxonomy, thesaurus, ontology, classification, cataloguing and metadata schemes, etc) to index, label and describe specific items of content.

5. Prepare informative abstracts.

6. Identify and apply the level of descriptive cataloguing appropriate for your organisation and its collections.

7. Assess the need to ensure that catalogues and indexes capture information on traditionally under-represented groups (including those defined by age, disability, gender, race, religion, belief and sexual orientation) ensuring their visibility in collections.

8. Enter coding information accurately into manual or electronic systems.

9. Develop, amend and maintain indexing and classification systems as appropriate.

10. Keep records about modifications needed and made to the indexing and classification systems.

11. Develop indexes to collections using agreed conventions.

Standard E7 – Apply standards that help people find content

To meet the standard, you must know and understand:

1. The basic principles of describing information content including classification, indexing, abstracting and thesaurus construction.

2. Published techniques and standards relevant to your area.

3. The principles underlying the construction of classification and indexing systems.

4. The latest developments in information organisation standards relevant to your organisation.

5. Your organisation’s own indexing and labelling systems.

6. The subject matter in your area of responsibility.

7. How the content will be used and any long-term implications of this use that will affect your treatment of material.

8. How the retrospective assessment of collections and their associated finding aids can reveal ‘hidden histories’ and how best practice in cataloguing can ensure the visibility of under-represented groups.

Standard E8 – Apply standards for the description and location of items

What is the standard about?

This standard is about cataloguing items so that they are accurately described and their location assigned. It covers the use of metadata standards for describing the item’s purpose, type, audience, currency, provenance, etc. It also covers the use of cataloguing and filing schemes so that items can be stored in an appropriate place and easily retrieved. It does not cover indexing and labelling standards to enable the identification of the content of an item for subject searching, which is covered in standard E7.

Who is the standard for?

This standard is applicable to people in practitioner and operational roles who apply processes and standards that enable items in physical and digital collections and repositories to be found.

In addition to the core values and behaviours, these behaviours underpin effective performance:

• You appreciate the level of detail needed to meet the needs of the organisation and customers.

• You champion the application of standards across the organisation.

• You are willing to adopt standards and tools developed by others.

• You seek to improve the relevance of standards for describing items for your organisation.

• You recognise the importance of standards for enabling items to be identified, stored, and found.

Links with other standards and competency frameworks:

This standard has links with the NOS for Health Informatics, developed by Skills for Health. See www.skillsforhealth.org.uk or www.ukstandards.org

Standard E8 – Apply standards for the description and location of items

To meet the standard, you must be able to:

1. Analyse and understand the information content.

2. Ensure a helpful and logical arrangement of the physical collections by applying agreed classification and filing schemes.

3. Organise physical and digital items according to the scheme used.

4. Apply or check metadata to ensure it accurately describes the item and its provenance.

5. Develop templates and systems to enable the automated addition of metadata.

6. Develop indexes to collections using agreed conventions.

7. Write catalogue entries with the amount of description appropriate to the collection and its use.

8. Develop and maintain classification and filing systems appropriate to the collection.

9. Accurately enter classification and filing data into manual or electronic systems.

10. Keep records about modifications needed and made to the conventions.

Standard E8 – Apply standards for the description and location of items

To meet the standard, you must know and understand:

1. The principles of classification, metadata and filing structures.

2. Relevant external standards for classification, metadata, and filing structures.

3. Your organisation's processes and standards for classification, metadata, and filing structures.

4. The subject matter in your area of responsibility.

5. How the content and materials will be used and any long-term implications of this use that will affect your treatment of material.

6. The purpose of the indexes, catalogues or files, and the factors that determines their scope and range.

7. How best practice in cataloguing and indexing can ensure the representation and visibility of under-represented groups in collections.

Standard E9 – Manage content and collections for businesscontinuity and information security

What is the standard about?

Organisations require systems to counteract and prevent interruptions to their activities and to protect critical processes from the effects of major failures or disasters. This standard is about developing and implementing policies for managing information assets and vital records, including safeguarding sensitive information and records, such as corporate information and customer information. It includes the enabling of secure information sharing.

Who is the standard for?

This standard is applicable to people in management, practitioner and operational roles with responsibilities for information assets and vital records, and for implementing agreed security policies and strategies. It is also relevant for people with responsibility for ensuring authorised access to and use of information assets.

In addition to the core values and behaviours, these behaviours underpin effective performance:

• You judge what content, collections and assets have implications for business continuity and work closely with those in your organisation with responsibility for business continuity management.

• You champion the need to include information and vital records in business continuity plans.

• You recognise the impact that information security controls have on customers.

• You work to reduce risk, and promote compliance with standards and processes for information security to colleagues and customers.

• You comply with business continuity policies and practices in your own work.

• You are sensitive to breaches of security and their importance.

Links with other standards and competency frameworks:

This standard links with the NOS for Health Informatics, developed by Skills for Health. See www.skillsforhealth.org.uk or www.ukstandards.org

Standard E9 – Manage content and collections for business continuity and information security

The Skills Framework for the Information Age (SFIA) provides a common reference model for the identification of the skills needed to develop effective information systems (IS) and includes a number of standards relevant to this area. See www.sfia.org The Business Continuity Institute has developed 10 standards of professional competence which provide an overview of good business continuity practice and relate to this standard. See

www.thebci.org/10Standards.pdf

To meet the standard, you must be able to:

1. Provide management direction and support for information security, demonstrate that information security is being taken seriously and that effective steps are in place.

2. Promote a strategic approach to securing the organisation’s knowledge and information assets and collections.

3. Identify vital records and other information assets critical to your organisation’s business and the level of protection required.

4. Ensure that proper attention is given to information assets and vital records in your organisation’s business continuity planning.

5. Ensure that your area of responsibility manages information assets and vital records in accordance with business continuity policies.

6. Identify developments in information assets and vital records that require current business continuity plans to be amended.

7. Develop and apply processes for establishing customer's identity, their eligibility to use/access information and collections and to enable secure access to information and collections.

8. Identify, quantify, and manage the range of threats to electronic information in the organisation.

9. Develop and implement policies and procedures that reduce the risks to physical records and collections of human error, theft, fraud or misuse of facilities.

10. Monitor the application of information security processes by the organisation or ensure that monitoring is undertaken by the appropriate function.

Standard E9 – Manage content and collections for business continuity and information security

To meet the standard, you must be able to:

1. Develop contingency plans and procedures for disaster recovery and for salvage of materials, both physical and electronic.

To meet the standard, you must know and understand:

1. The importance of information security to your organisation and to your customers.

2. Your organisation’s business continuity plan.

3. Current practices and issues in business continuity.

4. The implications for information, records and archive management of relevant national and international standards and guides to good practice, e.g. BS 25999 and the Business Continuity Institute standards.

5. How to influence stakeholders to feature information assets and vital records in business continuity plans.

6. The information content, collections and records acquired and created by the organisation and their implications in terms of information risk and security.

7. How the organisation uses key information, collections and records.

8. The information sharing security standards (ISS) employed by the organisation.

9. Your and others' responsibilities for information security.

10. The range of standards and guides to good practice developed by national and international organisations, e.g. BSI/ISO and the Information Security Forum.

11. Asset protection, recovery and disaster planning techniques and facilities.

12. The impact of any changes in ISS controls on customers and others.

Standard E10 – Assist customers to organise information effectively

What is the standard about?

In order to use information well customers need to be able to organise their own information. This standard is about helping customers to manage their personal physical and electronic information (including email) effectively and in accordance with any legal guidelines or organisational procedures. It is also about helping them to understand when and how to discard information.

Who is the standard for?

The standard is applicable to people in management and practitioner roles with responsibility for helping customers to manage information effectively.

In addition to the core values and behaviours, these behaviours underpin effective performance:

• You promote the advantages of self–sufficiency in organising information.

• You keep your own knowledge on information management techniques current and share your skills with others.

• You identify with customers and the way they work.

• You communicate with users without using unnecessary jargon.

Standard E10 – Assist customers to organise information effectively

To meet the standard, you must be able to:

1. Identify the training needs of your users and your organisation.

2. Support and advise individuals on their training needs and how to obtain training

3. Develop, design and promote training to help customers understand why they should manage their information effectively.

4. Develop, design and promote training to help customers manage and integrate their physical and electronic files, and email.

5. Develop, design and promote training to help customers apply metadata and index terms.

6. Develop, design and promote training to help customers understand when and how to store and discard information.

7. Plan, design and deliver training and support for customers to enable them to make use of guides and finding aids to the collections.

8. Plan and deliver training and support for customers to enable them to use technology to find information.

9. Plan, design and deliver one-to-one training and coaching.

10. Provide appropriate assistance to people with visual, hearing or other impairments affecting the management of information.

11. Match the need for information skills development with the resources available.

Standard E10 – Assist customers to organise information effectively

To meet the standard, you must know and understand:

1. The principles of information literacy.

2. Current thinking in user education and the development of information literacy skills.

3. Theories and principles of effective communication and ways to structure and present information and ideas clearly and effectively to learners.

4. Techniques that can be employed to support learning and how to design training and skills transfer events and e-training to meet user needs.

5. How to design and promote the relevant guides and aids to organising information.

6. How available technology can help customers organise information.

7. How to organise and record information in accordance with your organisation’s policies and procedures.

8. How to assess the effectiveness of training, coaching and support.

9. How people with visual, hearing or other relevant impairments can access and manage information using a variety of methods and assistive technologies.

Area F – Facilitating access to and use of content and collections

Standard F1 – Develop strategy and policy for service provision

What is the standard about?

This standard is about developing strategy and policy for the provision of services that facilitate access to and exploitation of content and collections. The service strategy will define the types of services to be provided and their target customer groups, the priorities and the way resources will be allocated to reflect priorities. The standard also covers the definition and application of policies and procedures to manage access to services, e.g. customer registration, access rights and lending policies.

Who is the standard for?

This standard is applicable to people in management and practitioner roles who develop strategy and policy on access to and use of content and collections. It is also relevant for those in other roles who contribute to the development and delivery of services relating to accessing and using information materials.

Values and behaviours which underpin effective performance:

• You are committed to defining the optimum range and type of services to meet organisational and customer needs.

• You balance the needs of your customers with the needs of the organisation in setting service and access priorities.

• You are committed to providing services that deliver value to the customer.

• You are sensitive to the effect of access restrictions on customers.

• You are vigilant for potential risks concerning access to services and to types of information.

Standard F1 – Develop strategy and policy for service provision

To meet the standard, you must be able to:

1. Determine the range of customers for which access to content and collections can be of value.

2. Determine the types of services required to meet customer and organisational needs.

3. Develop strategies for service provision that prioritise the services to be provided and the types of customers (markets) for which these services will be provided.

4. Determine whether access restrictions are needed for any services and resources for which you are responsible.

5. Determine the confidentiality and security of content and collections for which you are responsible.

6. Define access policies for the services for which you are responsible.

7. Secure support and approval for service strategy and access policies and restrictions.

8. Set up mechanisms for managing access restrictions and permissions; these may include customer registration, and identification, other access processes, or developing access management systems.

9. Set up mechanisms for providing services and content provision within the required levels of confidentiality.

10. Ensure that staff understand the reasons for any limiting of access and how to manage customers and requests for access sensitively.

11. Ensure that users are made aware of access restrictions, and the need and importance of them.

12. Review the effectiveness of access policies and procedures so that essential changes are made, e.g. the renegotiation of contracts for content.

13. Review the impact and effectiveness of the service provision strategy.

14. Work within the required regulatory and legal constraints.

Standard F1 – Develop strategy and policy for service provision

To meet the standard, you must know and understand:

1. Your organisation's strategies and objectives.

2. The range of customers for which services and resources can be provided.

3. Good practice in the principles and practice of service provision.

4. The services provided by other comparable organisations and other relevant sectors.

5. Market research techniques to enable customer needs to be established.

6. Contractual arrangements, which may affect users in terms of who can access certain materials and the types of use which can be made of them.

7. Your organisation's confidentiality and security arrangements.

8. Relevant information regulation and legislation that influences access to content and collections.

Standard F2 – Develop service delivery plans

What is the standard about?

This standard is about designing and developing specific services within the strategy for service provision and access, and determining how these services will be delivered costeffectively. It is also concerned with scoping and defining the services or mix of services required to meet the needs of specific customer groups with particular needs, e.g. services for students, researchers, business communities, children, disadvantaged groups, etc.

Who is the standard for?

This standard is applicable to people in management and practitioner roles who contribute to the planning and design of services and who will be responsible for and/or actively engaged in service delivery and the definition of customer needs. It is also applicable, in part, to people in operational roles who can contribute to service design from the perspective of delivering front line services.

Values and behaviours which underpin effective performance:

• You identify trends in services, processes and systems and judge their relevance and importance to your organisation and your services. You actively look for new and improved services that will deliver real value to your customers and to specific communities.

• You recognise the importance of fostering partnerships with specific communities as essential to the design, development and delivery of effective services.

• You seek to understand the various contexts which determine your customers' needs for services.

• You want to bring innovative thinking to service design.

Links with other standards and competency frameworks:

This standard has links with Standard F9 – Building your organisation's understanding of its market and customers in the NOS for Management and Leadership, developed by the Management Standards Centre. See www.management-standards.org

Standard F2 – Develop service delivery plans

To meet the standard, you must be able to:

1. Develop and deliver clear and measurable service provision plans for each service area.

2. Identify the market segments (specific customer groups) for which services may be relevant.

3. Work with a specific group of customers to determine the services they need.

4. Specify and design the service, using the expertise of colleagues and involving customers.

5. Assess the likely cost benefit of the service, including its anticipated value and impact and the cost of developing and sustaining the service.

6. Prioritise the need for a service.

7. Develop a plan for development and delivery of the service or cluster of services.

8. Develop a business case to secure approval to develop the service and to secure resources.

9. Ensure that the plan is executed to time and budget including testing the service.

10. Train those who will be involved in service delivery.

11. Capture experience with the service and monitor its use and effectiveness.

12. Report on the value of the service.

13. Review and enhance the service if appropriate.

Standard F2 – Develop service delivery plans

To meet the standard, you must know and understand:

1. How to identify specific customer groups for which services are relevant.

2. How to determine organisational needs and the needs of customer groups for services (customer needs analysis, market research, and community profiling techniques).

3. User behaviour and its influence on service design.

4. The range of potential services that are relevant to the needs of your customers.

5. The tools and techniques that enable the provision of services.

6. How to assess the potential value and impact of a proposed service and to undertake a cost benefit analysis.

7. Justifying and making a business case for a new service.

8. Project planning and management of a service development.

9. How to assess the use and value of a service.

Standard F3 – Promote resources and services

What is the standard about?

This standard is about engaging with customers to promote resources and services in order to ensure that customers are aware of their accessibility, value and potential benefit. It applies to promotion within an organisation and its premises, and to the development of promotion and outreach activities that are delivered externally to community groups and/or in external facilities.

Who is the standard for?

This standard is applicable to people in management and practitioner and operational roles who have responsibility for the promotion of services and for promotional strategies.

Values and behaviours which underpin effective performance:

• You regard every interaction with the customer as an opportunity to promote the range of services your organisation provides.

• You consider customer needs and your organisation’s reputation and brand in all aspects of service delivery.

• You strive to ensure that services reach the widest relevant user base.

• You recognise that customers are individuals who will need different approaches to promotion.

• You are innovative in thinking of new ways to promote your organisation’s services.

• You promote services ethically and with accurate claims for their value.

Links with other standards and competency frameworks:

This standard has links with the NOS in Marketing, developed by the Marketing and Sales Standards Setting Body. See http://www.msssb.org/ for other relevant standards.

Standard F3 – Promote resources and services

To meet the standard, you must be able to:

1. Identify the range of customer groups for which specific services have potential benefit.

2. Identify current users and non-users of your organisation’s services so that the reasons for non-use can be ascertained.

3. Develop a promotion and marketing strategy and vision both for your services as a whole and/or for specific services or customer groups.

4. Secure resources for service promotion and ensure that the necessary skills are acquired.

5. Use the skills available in your organisation to support promotional activity.

6. Design, develop and deliver specific promotional activities, e.g. newsletters, promotional visits, displays and exhibitions, talks and workshops etc.

7. Select and obtain, or design and produce promotional materials and items for displays and exhibitions.

8. Share information with colleagues on your experience in promoting services and seek their advice and experience.

9. Use cross selling techniques to promote additional services to customers of other services that you provide.

10. Maintain accurate data on service use and trends in service use by specific customer groups.

11. Assess the impact of promotional activity on service use.

12. Identify specific instances where use of a service has produced a specific impact so that examples are available to use in promotion.

13. Learn from promotional activity in order to improve practice.

Standard F3 – Promote resources and services

To meet the standard, you must know and understand:

1. The principles and practices of promotional activity.

2. How specific services benefit their users.

3. The main factors that influence your existing customers to use specific services.

4. The range of techniques that can be applied to promotion.

5. How to carry out specific promotional techniques eg. how to run a storytelling circle, set up an exhibition, produce a newsletter.

6. How legislation such as health and safety, copyright, intellectual property, and security requirements impact on promotional activities.

7. How to give balanced information to your customers on the role and value of your services.

8. How to encourage customers to ask for information on additional services.

Standard F4 – Educate customers to find and use information

What is the standard about?

This standard is about engaging with customers to develop their information literacy skills. It is relevant if you assist customers to find information they need for themselves, deal with requests for assistance or contribute to creating guides, tools and training/development events. It also includes helping customers to critically appraise various types of information, to understand its significance, make inferences and deductions, and evaluate its reliability for decision making.

Who is the standard for?

This standard is for practitioners and operational staff who are involved in developing customer’s information literacy skills.

Values and behaviours which underpin effective performance:

• You advocate the advantages of developing effective information skills and seek to share your information skills with others.

• You listen carefully to customers to identify their needs for support and guidance.

• You are sensitive to customers and the way they work.

• You recognise the importance of communicating with a minimum of jargon.

• You look for opportunities for education and training programmes.

• You recognise the risk of using the wrong information or misusing information

Links with other standards and competency frameworks:

This standard links with the Professional Standards for Teachers, Tutors and Trainers in the Lifelong Learning Sector and NOS in Learning Support, developed by LLUK. See www.lluk.org For those working in a school environment, see also the Training and Development Agency for Schools’ standards at www.tda.gov.uk

Standard F4 – Educate customers to find and use information

To meet the standard, you must be able to:

1. Identify the training needs of your users and your organisation.

2. Prioritise the need for training on information skills against the available resources.

3. Support and advise individuals on their training needs and how to obtain training.

4. Plan, design and deliver induction programmes relevant to the resources and services of your organisation.

5. Develop guides and finding aids to help customers locate information or content.

6. Plan, design and deliver training and support for customers to enable them to make use of guides and finding aids to the collections.

7. Plan, design and deliver training and support for customers to enable them to understand the range of internal and external resources available to them, how to identify, evaluate, appraise and use the information they require, and how to share information appropriately.

8. Plan and deliver training and support for customers to enable them to use technical tools to find information.

9. Provide help to customers who experience difficulty in using technical tools.

10. Plan, design and deliver one-to-one training and coaching.

11. Evaluate the effectiveness of training programmes for planning their further development.

Standard F4 – Educate customers to find and use information

To meet the standard, you must know and understand:

1. Current thinking on user education and training

2. The principles and practices of information literacy.

3. The organisation's information resources, their content and how to use them and the available tools.

4. How to use the relevant guides and finding aids to the collections.

5. How to use the available technology to help customers find the information they need.

6. The range of techniques that can be employed to support learning.

7. Theories and principles of effective communication.

8. Ways to structure and present information and ideas clearly and effectively to learners.

9. How to design training and skills transfer events to meet user needs.

10. How to design e-training and support.

11. How to assess the effectiveness of training.

12. How to help customers evaluate information quality and reliability.

Standard F5 – Provide lending services

What is the standard about?

This standard is about managing and providing the lending process, including document supply and delivery services, and the systems employed to meet the needs of customers for loan materials, ensure the item’s safe eventual return to the lending organisation.

Who is the standard for?

This standard is applicable to people in practitioner and operational roles who will are involved in the provision of lending services from library, archive and records (i.e. documents) collections. It is also applicable to those people involved in providing interlending services and those providing document supply services.

Values and behaviour which underpin effective performance:

• You strive to provide an efficient and cost-effective loans service in line you’re your organisation’s objectives.

• You strive to provide the customers with the best advice on how to obtain the material they need

• You strive to prevent the loss or damage of loaned materials.

• You value good relationships with interlending partners and document supply services.

• You proactively seek to identify developments required in lending processes to improve their effectiveness.

Links with other standards and competency frameworks:

This standard has links with the NOS for Customer Service, developed by the Institute for Customer Service. See www.instituteofcustomerservice.com for other relevant standards.

Standard F5 – Provide lending services

To meet the standard, you must be able to:

1. Identify the loans requirements of customer groups.

2. Determine loans policies and strategies in line with organisational policy to meet customer needs for loans services.

3. Define the role of interlending and document supply and access services within the loans strategy.

4. Win and manage resources to enable the implementation of loan strategies and processes.

5. Develop contractual arrangements for document supply and interlending.

6. Provide an effective and cost-efficient loans and document supply service to meet customer needs using local resources or interlending or document supply services as appropriate.

7. Ascertain requirements for loaned material accurately.

8. Issue loan material and process details of its return.

9. Manage inter-organisational loans supply and return.

10. Arrange for the safe transit of material loaned to or borrowed from another organisation, including insurance cover.

11. Manage a document supply service.

12. Maintain records of loans and loan operations.

13. Recover loaned material.

14. Ensure compliance with legal and regulatory constraints.

Standard F5 – Provide lending services

To meet the standard, you must know and understand:

1. Developments in lending, loans management systems, document delivery and access services, tools and technologies that are relevant to the management and operation of a loans service.

2. The legal and regulatory framework which influences the lending of materials.

3. Why users require materials on loan.

4. Characteristics of materials that determine their suitability for loan and the reasons for constraints on lending.

5. Criteria for lending material and the alternatives available.

6. The factors and access controls that may affect customers being able to borrow material.

7. How to manage potentially rare or delicate objects in transit.

Standard F6 – Provide enquiry and search services

What is the standard about?

This standard is about the provision of services that provide answers to initial enquiries for information from customers. Questions may be received via a variety of means. Answering initial enquiries does not require detailed research. Answers may be drawn from the knowledge of the person dealing with enquiries or require consulting another information resource.

Who is the standard for?

This standard is applicable to people in management, practitioner and operational roles who manage an enquiry service or deal with enquiries.

Values and behaviours which underpin effective performance:

• You recognise the value of enquiry and search services to customers and to your organisation.

• You strive to understand customer needs for enquiry and search services, generally and specifically.

• You strive to provide responsive and accurate answers.

• You recognise the need to balance answering enquiries with supporting the customer to find the information they need for themselves.

Links with other standards and competency frameworks:

This standard has links with the NOS for Customer Service, developed by the Institute for Customer Service. See www.instituteofcustomerservice.com for other relevant standards.

Standard F6 – Provide enquiry and search services

To meet this standard you must be able to:

1. Determine the needs for enquiry and search services.

2. Establish the scope of the enquiry and search service in terms of the type of enquiries to be dealt with and the customer groups to be supported.

3. Determine the boundaries between providing an enquiry and search service and encouraging self-help.

4. Plan and manage the enquiry and search service.

5. Secure resources to deliver the service from within or outside the organisation.

6. Develop the process for dealing with requests.

7. Identify, evaluate, select and provide access to the electronic and print resources needed to meet customer needs for enquiry and search services.

8. Ensure that staff involved in the provision of the service are sufficiently skilled and knowledgeable about sources to provide accurate and swift replies.

9. Deal with requests, taking care to ascertain the exact nature of an enquiry or reference request and why the information is needed so that replies are accurate and timely.

10. Direct an enquiry to the most appropriate person.

11. Answer enquiries using the appropriate sources, services, searching mechanisms and tools to meet the specified need.

12. Provide the enquiry response in the right format for the customer.

13. Deal with the enquiry within the time and budget restraints of the customer.

14. Identify and evaluate new sources for their usefulness in answering enquiries.

15. Develop your expertise in enquiry handling by learning from colleagues and sharing your experience.

16. Maintain records of enquiries and searches.

17. Monitor feedback, use and usage trends to plan for service development.

18. Monitor enquiry practices, ensure good practice is identified and shared and that enquiry teams strive to improve their expertise.

Standard F6 – Provide enquiry and search services

To meet the standard, you must know and understand:

1. Organisational and customer needs for enquiry and search services.

2. Developments in enquiry handling techniques and practices.

3. How to find out what a customer really requires.

4. Trends in the provision of enquiry and research services including outsourcing.

5. How enquiry and research services complement other services provided by your organisation and where self-help is expected.

6. The standard of services expected.

7. Services and systems relevant to the enquiry service that provided by your organisation.

8. How to evaluate a source for relevance and usefulness.

9. The influence of cultural, language and behavioural differences on how customers request enquiries.

10. How to communicate results effectively.

Standard F7 – Provide research and analysis services

What is the standard about?

This standard covers the provision of value-added services that require in-depth information research, including synthesis, consolidation, analysis, evaluation and interpretation, and the presentation of results. Services may be provided to colleagues within an organisation or to external customers. The information research may require the use or a range of sources.

This standard does not cover undertaking primary market research, other than that directly undertaken for organisational planning.

Who is the standard for?

This standard is applicable to people in practitioner roles responsible dealing with in-depth enquiries requiring desk research using internal or external resources. It may be applicable to some operational roles where staff have in-depth subject knowledge. It is also applicable to those in management roles with responsibilities for desk research services. The standard is relevant to those working in information brokerage services.

Values and behaviours which underpin effective performance:

• You recognise the importance of relevant, high quality information in decision making.

• You strive to identify opportunities for research services to contribute to the success of your organisation and your customers.

• You strive to provide accurate, evidenced, well-structured and cost-effective responses to a research request.

• You judge the effort to be directed to a specific research request in terms of the use to which the information will be put and the breadth and depth required.

Links with other standards and competency frameworks:

This standard has links with the NOS for Health Informatics: HI10 - Capture, organise and disseminate information and knowledge, HI11 - Appraise information and knowledge resources, HI15 - Analyse data and information and present outputs of analysis, HI19 -Critically appraise clinical information and evidence, developed by Skills for Health. See www.skillsforhealth.org.uk A number of other NOS suites have standards relating to research, gathering and evaluating information. A search of www.ukstandards.org will identify these.

Standard F7 – Provide research and analysis services

To meet the standard, you must be able to:

1. Identify the needs of your organisation and your customers for a research service.

2. Define the scope of the research services needed.

3. Develop and obtain support for the strategy, priorities, operation and organisation of the research service and the required resources.

4. Develop processes for managing the research service.

5. Ensure that the electronic and physical resources required are selected, evaluated and accessible.

6. Implement and manage the research service.

7. Ensure that staff involved in the research service are sufficiently skilled to do so.

8. Monitor usage trends to plan for service development.

9. Evaluate the value of the research service to the organisation.

10. Establish relationships with customer and potential customers in order to understand their needs for research and to promote the value of desk research.

11. Take and develop a research brief with a customer so that you are both clear on the information required, how it will be used and how it needs to be presented.

12. Identify the appropriate sources, systems and tools to use.

13. Establish appropriate search strategies to retrieve information from the required range of text (structured and unstructured) and data resources.

14. Undertake the research and obtain the information needed.

15. Evaluate the information retrieved for relevance.

16. Synthesise, organise, analyse, and assess information to meet the research brief.

17. Use tools for data and text mining and visualisation to support the analysis of information located through desk research.

18. Develop and deliver the research output for use by the customer.

19. Maintain records of sources, search techniques and strategies together with the results or your research in line with organisational procedures.

20. Follow-up the enquiry to ascertain relevance, value and the need for follow-up work.

21. Track and evaluate new source of information relevant to your field of research expertise.

22. Share your expertise and know-how acquired doing research with your colleagues.

Standard F7 – Provide research and analysis services

To meet the standard, you must know and understand:

1. The context in which in-depth desk research takes place within your organisation.

2. Current best practice in desk research techniques and the tools and sources available to your organisation.

3. The value of data mining and text analysis for analysing search results.

4. Trends in the provision of desk research services including outsourcing.

5. How organisations use desk research, e.g. for business and competitor intelligence.

6. How desk research services complements other services provided by your organisation and when customers are expected to do their own desk research.

7. The standard of service expected.

8. Subject expertise, together with sources and tools in your field of research.

9. How to evaluate a source for relevance, quality and usefulness.

10. How to take and clarify a research brief.

11. Desk research techniques.

12. Conditions and legal requirements that may apply to the use of the information you find – in particular copyright, data protection and confidentiality.

13. How to manage the research process methodically so that sources can be cited and work repeated if and when needed.

Standard F8 – Provide alerting services

What is the standard about?

This standard is about the provision of services that enable customers to keep abreast of developments in their subject field, or other area of interest. Alerting services provide targeted information at regular intervals to individual customers or to groups. They may be automated or bespoke services that involve the selection of relevant information, summarising the material found, and highlighting information of particular importance.

Who is the standard for?

This standard is relevant to people in practitioner and operational roles who are involved with the delivery of alerting services. It is also applicable to those in management roles with responsibilities for alerting services.

Values and behaviours which underpin effective performance:

• You explore the potential opportunities for alerting services to deliver value to customers and the organisation.

• You balance the use of in-house resources with the use of commercial services.

• You look for new approaches and tools for providing alerting services.

• You judge the depth and breadth required of a service to meet a particular customer need.

• You target alerting services to areas of most importance.

• You strive to produce relevant and accurate alerting services.

Links with other standards and competency frameworks:

This standard links with Standard HI10 - Capture, organise and disseminate information in the NOS for Health Informatics, developed by Skills for Health. See www.skillsforhealth.org.uk This standard also has links with the NOS for Customer Service,


Date: 2015-12-24; view: 635


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