[Link].

uk/pksb

My Professional Knowledge
and Skills Base
Identify gaps and maximize opportunities
along your career path

Chartered Institute of
Library and Information
Professionals

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 1

Contents
Introduction

My Professional Knowledge and Skills Base

Ethics and values

Professional Expertise

1. Organising Knowledge and Information

2. Knowledge and Information Management

12

3. Using and Exploiting Knowledge and Information

15

4. Research skills

18

5. Information Governance and Compliance

20

6. Records Management and Archiving

23

7. Collection Management and Development

26

8. Literacies and Learning

28

Generic Skills

31

9. Leadership and Advocacy

31

10. Strategy, Planning and Management

33

11. Customer Focus, Service Design and Marketing

36

12. IT and Communication

38

Wider Library, Information and Knowledge Sector context

41

Wider Organisation and Environmental context

42

References

43

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 2

Introduction
Your Professional Knowledge and Skills Base

A range of uses

Your Professional Knowledge and Skills Base has been developed by

CILIP following extensive consultation with employers, the library,
information and knowledge community and learning providers.

The Professional Knowledge and Skills Base can be used in a number

of ways:

It outlines the broad range of skills that are required by workers

across the library, information and knowledge profession. It is made
up of the following elements:
Ethics and values are placed at the centre of the
wheel as they underpin the work of practitioners in
the sector.
Professional expertise and generic skills are
the key sets of knowledge and skills which make our
profession unique.

It outlines the broad spectrum of knowledge and skills that are

required across the profession.
It can be used as a self-assessment tool for you to think about your
personal and professional development.
It can be used to demonstrate your unique skill set to employers.
It is a framework which can be used for skills analysis, staff training
and development plans and to develop ideas for training courses
and Continuing Professional Development opportunities.
It will be used as part of CILIPs Framework of Qualifications and
will be used to assess which academic and vocational qualifications
are directly relevant to the profession.

Each heading is broken down into further detail; each

section having between 6 and 10 further knowledge
and skill headings. A glossary of what is included in
each can be found on the website.
Professional expertise and generic skills have been
set within the wider library, information and
knowledge sector context and the wider
organisation and environmental context because
it is important for practitioners to maintain current
awareness and understanding of the wider profession
and have a good knowledge of the world outside their
own workplace.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 3

Using it as a self-assessment tool

The Professional Knowledge and Skills Base has been designed as a
practical online self-assessment tool. This means you can carry out
self-assessment of your knowledge and skills against all areas. To help
with this CILIP have developed a set of self assessment ratings.
The descriptions of the ratings will help you consider your level
of knowledge and skills in each area and identify areas that you
might want to develop as part of your own continuing professional
development.
Self assessment ratings
Rating

Descriptor

None

I have no understanding of this subject or practical experience of this skill

Basic

I have a basic awareness and understanding of this area

AND/OR
I am able to use this to carry out simple tasks under instruction or supervision.

Good

I have a good understanding of the concepts, principles and theories

AND/OR
I can use this to carry out tasks with a measure of complexity with limited supervision or on my own

Description

Comprehensive

I have a comprehensive understanding of the subject area

AND/OR
I am able to apply this in my day to day work and have experience in doing so. I can support others in developing
their knowledge and skills.

Advanced

I have a specialised understanding of this area and can use this to solve problems in specialist areas
AND/OR
I am highly skilled in this area and am able to use my skills to deliver change. I am recognised as an expert in this
area.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 4

Resources to support you

There is no expectation that anyone completing this will have

the same level of knowledge or skills across the whole of the
Professional Knowledge and Skills Base. It is expected that your level
of knowledge and skills will vary depending on which part of the
profession you work in and your role.
Consider using the comments box to provide evidence of your level
of knowledge or skills, or areas that you feel you need to develop.

CILIP have developed a resources section on the website to support

each area of the Professional Knowledge and Skills Base which will
give you some suggestions for developing your knowledge and skills.
Resources include:
Publications
Links to our Special Interest Groups
Training and Events
Websites and other resources

You could also add in additional levels of detail which are relevant to
your role or sector. This is your tool; it is up to you how you fill it in.
You dont need to have it assessed by CILIP or your employer.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 5

Take a look
Now you know what it is, here are a few practical suggestions:
Read the full Professional Knowledge and Skills Base

Using the Professional Knowledge and Skills Base to get
a job
CILIP are developing some guides to different sectors. These will
be available as a resource on the website and give you a feel for the
broad levels of knowledge and skills you will need in different parts of
the profession.
However, we strongly urge you to talk to people in the sector or the
people doing the kind of roles that you want to do. Also consider
looking at job adverts and job descriptions. Think about what
employers are looking for. This will help you to identify the levels to
which you should be aspiring too and help you to analyse the areas in
which you may want to develop.

Use the self assessment ratings to score your level of knowledge

and skills
Identify any areas that you want to develop and think about how
you might do that
Show it to your employer or line manager. This is a great way for
the entire profession to help raise awareness.
Consider using it with your line manager as a way of jointly
identifying areas which you want to develop.

If you are particularly interested in developing your knowledge or

skills in a particular part of the sector, we would strongly advise you
to get involved with one of our regional branches or special interest
groups. They can provide great networking, training, and opportunities
to develop skills which arent always possible in the workplace.

For more information about the Professional Knowledge and

Skills Base visit [Link]/pksb
CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 6

Please complete the following information before proceeding to the

main document. This information can then be used as a reference.
Name:
Membership No:

Date:

id

rO
W

rg

ide

atio
s
i
n
a

rL

ibr

Info
ar y,

n & Environme

rmation & Knowled

Information
Governance &
Compliance

Research
Skills

Using &
Exploiting
Knowledge &
Information

on a l E xpe

Pro

si
es

or

Co

nt

on

ex

te

xt

Collection
Management &
Development

Ethics
&
Values

ene

l
ric S ki

Leadership
&
Advocacy

se

Organising
Knowledge &
Information

ect

lC

Records
Management
& Archiving

r ti

Knowledge
& Information
Management

ge S

nta

Literacies
&
Learning

ls

IT &
Communication
Strategy
Planning &
Management

Customer
Focus, Service
Design
& Marketing

My Professional Knowledge and Skills Base

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 7

Ethics and values

Ethics and values should underpin the work of practitioners in the
sector.
Ethical principles will include legal requirements but extends
to expectations of professional behaviours (shared with other
professions) and specialist practice (what would pertain only to a
library, information or knowledge professional).
CILIP has developed a set of Ethical Principles for Library, Information
and Knowledge Professionals. The conduct of members should be
characterised by the following general principles:
Concern for the public good in all professional matters, including
respect for diversity within society, and the promoting of equal
opportunities and human rights.
Concern for the good reputation of the information profession.
Commitment to the defence, and the advancement, of access to
information, ideas and works of the imagination.
Provision of the best possible service within available resources.
Concern for balancing the needs of actual and potential users and
the reasonable demands of employers.

Respect for confidentiality and privacy in dealing with information

users.
Concern for the conservation and preservation of our information
heritage in all formats.
Respect for, and understanding of, the integrity of information items
and for the intellectual effort of those who created them.
Commitment to maintaining and improving personal professional
knowledge, skills and competences.
Respect for the skills and competences of all others, whether
information professionals or information users, employers or
colleagues.
For more information on CILIPs Ethical Principles and a Code of
Professional Practice for Library and Information Professionals visit
the website.
Values are the non-regulatory principles which inform behaviours and
ethics. The Library, Information and Knowledge worker should ensure
they have an understanding of any values and expected behaviours
that have been set by their employer.

Equitable treatment of all information users.

Impartiality, and avoidance of inappropriate bias, in acquiring and
evaluating information and in mediating it to other information
users.
Rating

Comments

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 8

Professional Expertise
1.

Organising Knowledge and Information

Organising all types of knowledge, information and other resources including

the development and use of tools, strategies and protocols, and enabling these
resources to be organised, searched and retrieved effectively. Includes cataloguing
and classification, metadata and thesauri, subject indexing and database design.
Knowledge/Skills Area

Rating

1.1

Information resources
Understanding the nature of information and of documents,
theories and models; forms of information resources, and
consequences for information organisation

1.2

File planning
Creating a single arrangement of resources to meet a particular
need; includes knowledge resource planning

1.3

Classification schemes and taxonomies

Using forms of knowledge organisation which aim to show
the relationships between concepts by bringing together terms
representing similar meanings

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 9

Knowledge/Skills Area

Rating

1.4

Ontologies
A formal description of a domain of knowledge, in terms of the
entities within it, and their relationships

1.5

Cataloguing and resource description

Creating descriptions of information resources, based on standard
rules and formats

1.6

Thesauri
Using systematic arrangements of controlled indexing terms that
shows the relationships between concepts

1.7

Subject indexing
Providing a systematic arrangement of index terms to enable
users to locate subject information in a document, or in a
collection of documents

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 10

Knowledge/Skills Area

Rating

1.8

Information architecture
Design, manage and maintain interfaces and systems that enable
content to be accessed effectively. It includes the development of
environments for specific customer groups.

1.9

Database design and management

Planning and designing a system for storing, retrieving and
manipulating data/information

1.10 Metadata

Schema and formats for description of information resources

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 11

2.

Knowledge and Information Management

Collecting, organising, storing and exploiting information, data, expertise and other
knowledge assets which are held within an organisation, ensuring that these assets
remain available for future use. Includes capturing and recording knowledge and
data, reflecting on results and sharing knowledge, skills and outcomes for the
benefit of others.
Knowledge/Skills Area

Rating

2.1

Knowledge management
Nature of knowledge as distinct from information: methods
for making tacit and explicit knowledge available within an
organisation

2.2

Information management
All aspects of the management of information resources and the
information communication chain, within an organisation

2.3

Data management
Understanding all aspects of the management of sets of
structured data, typically facts and figures

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 12

Knowledge/Skills Area

Rating

2.4

Knowledge synthesis and information integration

Integrating information and synthesising knowledge from diverse
sources to form a coherent whole

2.5

Knowledge transfer/organisational learning

The sharing of knowledge and understanding developed in
one part of an organisation to a wider group, which may be
another part of the organisation, customers or stakeholders and
also supporting others to learn from organisational projects/
programmes and situations

2.6

Organisational information/knowledge assets

Recognising and quantifying the combined value of all the assets
within an organisation, including the knowledge and skills of
employees

2.7

Knowledge sharing and collaboration

Encouraging engagement in networks and communities of
practice. Exchange of skills, information, expertise. Encouraging
users to teach and learn from each other.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 13

Knowledge/Skills Area
2.8

Rating

Comments

Obtaining benefits from information products/expertise

Ability to identify potential benefits, including revenue generation,
from information products and the expertise of information
professionals

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 14

3.

Using and Exploiting Knowledge and Information

Combining information skills, information content and knowledge to meet the

needs of the user community, for example researchers, academics, communities,
individuals, businesses or government. Includes providing enquiry and search
services, research, data mining, bibliometrics, abstracting and promoting collections.
Knowledge/Skills Area

Rating

3.1

Understanding information services

Appreciate the way in which information skills and knowledge are
used to provide a range of information services, including enquiry,
research, alerting and intelligence services

3.2

Understanding information seeking behaviour

Understanding theories and models of why people need
information, and how they find and use it; ways of assessing
individual information needs

3.3

Information retrieval
Locating and accessing information through a variety of systems
and services

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 15

Knowledge/Skills Area

Rating

3.4

Data analytics
Extraction of information from databases, and identification of
patterns and relationships; including visualisation, data mining,
and text mining

3.5

Informetrics
Understanding and using quantitative analysis of information
resources and of the communication of information; includes
bibliometrics and webometrics, and aspects of scientometrics

3.6

Information analysis
Understanding and using quantitative or qualitative analysis of a
set of information to provide insight on specific aspects

3.7

Information evaluation
Analysis of a set of information, or of information resources,
against a set of quality criteria

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 16

Knowledge/Skills Area
3.8

Rating

Comments

Abstracting and summarising

Producing concise representations of the contents of lengthy
documents

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 17

4.

Research skills

Using research techniques and knowledge of information resources to support

organisational, client or personal research projects to provide new findings and data.
Includes knowledge of research methods, literature searching, citations, statistics
and statistical analysis and report writing.
Knowledge/Skills Area

Rating

4.1

Understanding research
Appreciating the nature and value of research, including
practitioner research, and research carried out on behalf of
clients

4.2

Evaluative research
Evaluations and comparisons of systems and services, including
experiments, observations and surveys

4.3

Desk research
Undertaking research, including literature analysis and methods
such as content analysis and historical research

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 18

Knowledge/Skills Area

Rating

4.4

Statistics and statistical analysis

Analysing data, interpreting and presenting results; understanding
published statistical analyses

4.5

Understanding research contexts

Assessing the needs of a service, organisation or client, and
selecting appropriate research methods and ways of presenting
results

4.6

Understanding and presenting research reports

Appreciating the ways in which research is reported, including
references and supporting information and data, so as to be
able to understand research reports and articles, and to present
research results professionally

4.7

Research ethics
Appreciating ethics norms of research, and any relevant laws,
regulations and guidelines, so as to carry out research in a
professional manner

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 19

5.

Information Governance and Compliance

Developing and adhering to policies and regulations regarding processes and

procedures for information use, while retaining an appropriate balance between
information availability and information security. Includes knowledge of
information law, copyright, intellectual property and licensing as well as issues
relating to information risk management, information ownership and accountability.
Knowledge/Skills Area

Rating

5.1

Information governance
Delivering mutually agreed processes or imposed rules from an
authority which relate to policy, processes and responsibilities.
Information governance organisation and structures.

5.2

Information rights
Keeping within, acting in accordance with the law directly
affecting information work

5.3

Copyright, intellectual property and licensing

Knowledge and encouragement of conformity to laws and
regulations covering intellectual property; including copyright and
licensing

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 20

Knowledge/Skills Area

Rating

5.4

Assured information sharing

Balancing making information available with information security

5.5

Information ownership and accountability

Responsibility for accuracy of information including identification
of where responsibility lies and maintaining information asset
registers

5.6

Information risk management

Assessing the risks to information, developing mitigation strategies
and assessing their effectiveness

5.7

Information assurance
Managing risk to information in transit and in storage.
Information assurance describes the steps taken to gain
confidence that controls are effective and that systems and
services will protect the information they carry and will function
as they need to, when they need to, under the control of
legitimate users.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 21

Knowledge/Skills Area
5.8

Rating

Comments

Information audit
Systematic evaluation of information use, resources and flows,
with verification by reference to both people and existing
documents, in order to establish the extent to which they are
contributing to an organisations objectives

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 22

6.

Records Management and Archiving

Recording, organising and preserving information records held in a range of formats

in an organisation, and continuing to evaluate them for retention or disposal based
on their format, relevance, usage and legal requirements. Includes storage and
retrieval of records and collections, digitisation, curation and preservation.
Knowledge/Skills Area

Rating

6.1

Records management
Ability to identify and use information-bearing media within an
organisation. Ability to search databases, catalogues or physical
stores and recover a required item.

6.2

Retention and disposal

Understanding organisations needs and awareness of legal

requirements in order to keep, dispose of and locate documents.

This will include:

Comments

Knowledge of retention periods and the development of

Retention Schedules
Awareness of business context for records
Disposal - awareness of legal requirements
Access to archives - legalities
6.3

Storage of collections
An understanding of methods for storing physical and digital
collections, knowledge of the risks and issues associated with
storage and the best resources and practices for archiving
materials

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 23

Knowledge/Skills Area

Rating

6.4

Access to collections
Maintaining appropriate knowledge to meet professional
obligations to customers and the law in regard to the accessibility
of materials

6.5

Digitisation
Knowledge of the process and technical ability that enables the
transferring of information content from a traditional format (e.g.
books) into a digitally-readable version

6.6

Curation
Knowledge of technical, legal and organisational requirements
for the care of materials, whatever its format, in order to
maintain, preserve and add value to resources and their content
throughout its lifecycle

6.7

Preservation
Keeping collections safe from destruction, decay or loss through
events and passage of time that might include fire, flood, aging,
chemical action, theft or changes in technology. As well as
preserving materials as closely as possible in their original state,
preservation may involve transferring content to other formats to
ensure continued accessibility.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 24

Knowledge/Skills Area

Rating

6.8

Web information continuity

Instituting processes to record and capture web pages to prevent
loss of information and research history

6.9

Archiving
Appreciation of the specific features of archives, as distinct from
other forms of collection, of their legal and historical value, and of
archival principles

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 25

7.

Collection Management and Development

The process of planning, delivering, maintaining and evaluating a programme of

stock acquisition and management which meets current objectives and builds a
coherent and reliable collection to allow for future development of the service.
Includes collection management, resource selection and acquisition and planning for
continued future use.
Knowledge/Skills Area

Rating

7.1

Collection management
Understanding the nature of collections and how this is changing:
set out and apply criteria for selection, acquisition, conservation
and disposal of resources to organise collections of every kind, to
look after them and guarantee accessibility

7.2

Collection development policy

Providing a strategic framework for all decisions relating to stock
management. This may include acquisition, selection methods,
collection organisation, development, management, preservation,
review and disposal. It can also be used as a risk management
tool to raise the status of the service.

7.3

Selection of materials and resources

Understanding of information supply chain, and the way this is
being affected by changes to traditional publishing, including open
access, repositories, and new forms of publication. Developing
and managing strategies and processes for the cost-effective
acquisition and maintenance of internal and external materials
and resources to be acquired. Assessing for relevance, quality and
appropriateness.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 26

Knowledge/Skills Area

Rating

7.4

Legal deposit
Understand the process by which named libraries are entitled by
law to receive at least one copy of every publication made in a
particular country

7.5

Collection evaluation and information quality

Ensuring that the resources, however acquired, are fit for purpose
and meet customer and/or organisational needs, by evaluation
against agreed criteria

7.6

Collection promotion
Understanding methods for promoting collections to customers

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 27

8.

Literacies and Learning

Supporting users and teaching them how to work independently. Incorporates

information literacy, reading literacy, digital literacy and learning and teaching skills,
and includes reader development and training users.
Knowledge/Skills Area

Rating

8.1

Information literacy
Knowing when and why you need information, where to find
it, and how to evaluate, use and communicate it in an ethical
manner

8.2

Reading literacy and Reader Development

Understanding the importance of reading and the role of
information professionals and information agencies in developing
literacy, promoting reading and supporting learning across society.
A particular aspect is Reader Development which encompasses
schemes and initiatives that aim to improve the reading skills of
the population and enhance their enjoyment of reading.

8.3

Digital literacy
Appreciating the set of attitudes, understanding and skills needed
to find, communicate and use information effectively in a variety
of media and formats

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 28

Knowledge/Skills Area

Rating

8.4

Writing, numeracy and creativity

Understanding the importance of writing and numeracy skills
and the role that information professionals and services can play
in developing and encouraging these through service provision.
Providing opportunities for users to develop their creative skills
and develop their imagination.

8.5

Frameworks and curricula for education and training

An understanding of these aspects relevant for any particular
environment or user group

8.6

Teaching and training skills

Understand and apply skills for effective teaching and training;
awareness of how people learn and understanding of the
learning experience, design and deliver a range of learning
activities for specific audiences/users; undertake assessment and
give feedback; evaluate experiences

8.7

Supporting users
Helping users to find the information they need; help them to
appraise, understand and evaluate information/resources and
enable them to help themselves in future

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 29

Knowledge/Skills Area
8.8

Rating

Comments

Virtual Learning Environments

Understand the use of VLEs and appreciate how they can be
used for information literacy instruction and providing library/
information services

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 30

Generic Skills
9.

Leadership and Advocacy

Provide active leadership by inspiring and managing themselves and teams, both
inside and outside the organisation and by promoting the positive value of library,
information and knowledge services across the organisation and society. Includes
leading and inspiring teams, influencing key stakeholders and understanding
external frameworks.
Knowledge/Skills Area

Rating

9.1

Leadership skills
Ability to influence and inspire individuals, teams and
organisations to achieve change. An understanding of leadership
styles and self-awareness of your own style. Developing a sense
of vision and direction.

9.2

Strategic thinking and evaluation

Openness to innovation and ideas from other areas to develop
new practices to meet goals. The ability to problem solve and
make decisions and to reflect and evaluate.

9.3

Advocacy
Building relationships to strategic advantage

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 31

Knowledge/Skills Area

Rating

9.4

Demonstrating value
Using evidence and good communication. Awareness of
the broader environments in which library, information and
knowledge services operate.

9.5

Partnership development
Forming alliances to enhance and increase [Link] may
be cross sectoral or with organisations outside the information
world.

9.6

Influencing key stakeholders

Development of the breadth of understanding the political
environment and stakeholder positions and deploying political
skills to shape, develop or change stakeholder thinking

9.7

Working with decision makers

Communicating value and relevant information to, and complying
with, the values, policies and procedures of the wider organisation

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

Comments

23/08/2012 Page 32

10. Strategy, Planning and Management

Setting long-term goals and objectives, and managing their planning and delivery
within financial and legal constraints, while ensuring that strategies and priorities
are in line with and support business objectives. Includes knowledge of business,
operational and financial planning and management.
Knowledge/Skills Area

Rating

Comments

10.1 Strategic planning

Developing strategies and priorities which are in line with and
which are aligned and supportive to overall organisational aims
and changing priorities. Understanding external influences which
may affect plans and service direction.

10.2 Business planning and asset management

Developing and monitoring the resource and financial framework
to ensure the effective operation of services, including the
management of physical resources, such as buildings and space

10.3 Operational planning

Ensuring all plans are in place for the effective delivery of
services, including business continuity, emergency planning, risk
management and sustainability

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 33

Knowledge/Skills Area

Rating

Comments

10.4 Policy

The development and statement of the services viewpoint
on a particular [Link] may be developed internally or in
consultation with stakeholders.

10.5 Legal compliance

Keeping within, acting in accordance with the law (e.g. Health
and Safety legislation, employment law, financial regulations,
procurement)

10.6 Financial management

Budget and financial planning, management and monitoring
approaches. Able to effectively plan, manage, organise and control
the financial resources available to an organisation to help meet
service objectives.

10.7 Contract management

Managing both pre and post contractual matters which includes
the review, drafting and negotiation of contracts, and the
thorough monitoring of the performance of that particular signed
contract until its close-out. Includes an understanding of licences,
Service Level Agreements, and negotiation skills.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 34

Knowledge/Skills Area

Rating

Comments

10.8 People management

Day-to-day management of people, including performance
management, conflict management, and balancing the
workforce across the organisation. Development of staff through
organisational strategy, (e.g. workforce planning) and operational
delivery (e.g. training and mentoring)

10.9 Project management

Understanding and applying a set of principles and tools for
defining, planning, managing and completing a time limited
business task (project), within agreed parameters of cost/
resources, timescales and quality.

10.10 Change management

Understanding the critical factors in leading change or an
organisational development programme. Ensure colleagues and
stakeholders understand the rationale for change and that they
are engaged, aligned and fully supportive of the solution.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 35

11. Customer Focus, Service Design and Marketing

Understanding user needs, shaping library, information and knowledge services

to meet those needs and using appropriate methods to inform customers of
accessibility, value and benefit of the resources and services. Includes knowing
the customer, identifying and communicating with stakeholders, designing and
promoting services and evaluating the outcomes.
Knowledge/Skills Area

Rating

Comments

11.1 Strategic marketing

Understanding the range of processes concerned with finding out
what customers and users want, and then providing it for them.
Using established techniques to identify key issues and design,
develop and promote products and services to meet the needs
of users and [Link] will include market research and
competitor analysis.

11.2 Communicating with stakeholders

Ensuring that all key stakeholders are identified, so that they can
be communicated with and consulted. Ensuring that stakeholders
support and engage with the service. Recognising the importance
of communicating value and developing a marketing and
communications plan, ensuring that the service is highly visible to
all stakeholders.

11.3 Community planning and engagement

Working with other professions and members of the community
or institution to ensure needs of users are met as part of an
overall strategy, and that user views on issues are taken into
account in deciding future plans for information products and
services

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 36

Knowledge/Skills Area

Rating

Comments

11.4 Service innovation, development, and design

Distinguishing between the different information products and
services of the organisation and the different categories of end
user. Ensuring services are designed to ensure that all customers
can access them, regardless of any factors that result in
discrimination and inequality, and completing impact assessments
to assess the impact of new products and services.

11.5 Customer service skills

Engaging with customers to promote resources and services in
order to ensure that customers are aware of their accessibility,
value and potential benefit. Mediating access to information
for particular communities in specific contexts. Understanding
stakeholder and customer needs through relationship
management.

11.6 Quality management

The ability to design, develop and deliver information products,
systems and services to match customer requirements in
conformity with appropriate quality [Link] includes
customer service standards, service evaluation and benchmarking,
key performance indicators and quality assessment tools.

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 37

12. IT and Communication

Using a range of electronic information resources and systems, including databases,

catalogues,Web resources and software. Includes new internet applications and
social media tools and providing user-friendly electronic resources and tools.
Communication skills include oral, writing and presentation skills, networking and
relationship building and working effectively with individuals and groups.
Knowledge/Skills Area

Rating

Comments

12.1 ICT skills

Using technologies from computing, electronics and
telecommunications to process and distribute information in
digital and other forms

12.2 Library, information and knowledge technologies

Understand and apply the capabilities of technologies and
systems of particular relevance to the sector, including databases,
search engines, digital libraries and repositories

12.3 System design and development of systems

Designing, creating, managing and maintaining interfaces and
systems, particularly for database and library and information
functionality

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 38

Knowledge/Skills Area

Rating

Comments

12.4 Social media and collaborative tools

Using internet-based applications which allow the creation
and exchange of user generated [Link] include
magazines, internet forums, weblogs, social blogs, wikis, photos,
networking sites, learning environments and podcasts.

12.5 Communication skills

Using a range of skills including oral, written, presentation,
interpersonal, listening, and assertiveness

12.6 Networking skills

Ability to communicate with and maintain good relationships with
a chain of interconnected people

12.7 Media and PR skills

Ability to communicate with and/or understand practices of
public communicators (social media, press, radio,TV)

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 39

Knowledge/Skills Area

Rating

Comments

12.8 Language skills

Use and understand a foreign language/languages as appropriate
to workplace requirements

12.9 Open source systems

Awareness of open source systems, available freely and
developed by the user community

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 40

Wider Library, Information and Knowledge Sector context

The Library, Information and Knowledge Profession covers
a wide spectrum from schools to business.
It is important that professionals maintain their current awareness
and understanding of the wider profession, not just their own sector,
for a number of reasons:
Sharing of knowledge and information between sectors
Broadening our horizons and gaining a different perspective
Joint working, cooperation and partnership working opportunities
Employability (there is much greater movement between sectors)
Library, Information and Knowledge Workers should be able to
demonstrate that they are aware of key factors that affect their own
sector and cross-cutting issues that affect all sectors.
In addition, it is important for Library, Information and Knowledge
professionals to have a basic understanding of the history of
the Library, Information and Knowledge Sector and Information
Disciplines past, present and future. This provides professionals with
an understanding of background and context to the work that they
are doing but also ensures they understand the importance of keeping
abreast of the latest research and developments in the sector.
Rating

Comments

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 41

Wider Organisation and Environmental context

The Library, Information and Knowledge worker must have a
good knowledge of the world outside their own workplace.
This should include:
An understanding of the operating context and environment of
their wider organisation, including strategic plans and policies
An understanding of the wider Political, Economic, Social,
Technological, Environmental and Legal factors which may impact
their organisation and service
An understanding of the Information Society and the implications
and opportunities that presents to the profession

Rating

Comments

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 42

References
The following organisations/sources were referred to and used
in the development of this Professional Knowledge and Skills
Base:
Association for Project Management

Digital Curation Centre

Equality Act.
[Office for Disability Issues] (2010). London; HMSO
EUROGUIDE LIS: Competencies and aptitudes for information professionals
2nd ed.(2004). Paris; ADBS

British Council
British Library

Government KIM Profession Skills Framework Self Assessment Toolkit

British Medical Journal

Harrods Librarians Glossary and Reference Book,

[Prytherch] (2005). Aldershot; Ashgate Publishing Limited

Chartered Institute of Marketing

Chartered Institute of Professional Development
Chartered Institute of Purchasing and Supply
Collins Concise Dictionary and Thesaurus.
4th ed. (2006). Glasgow; HarperCollins.

The UK Professional Standards Framework,

[Higher Education Academy] (2011)
The Information Audit,
[Henczel] (2001). Munich; K.G. Saur
Information and Records Management Society

Concise Dictionary of Library and Information Science,

[Keenan and Johnston] 2nd ed. (2000). Munich; K. G. Saur

Information Sciences,
Vol. 155, Oct 2003; Elsevier Inc

Concise Oxford Dictionary,

10th ed. (2001) Oxford; Oxford University Press

International Association for Contract & Commercial Management

DAMA - Data Management International

International Federation of Library Associations

Introduction to Information Science,

[Bawden and Robinson] (2012), London; Facet Publishing

JISC
Journal of Informetrics

Dewey Decimal Classification

V2 & V.3 (Schedules). 23rd ed. (2011). Dublin, Ohio; OCLC

Local Government Development and Improvement

Dictionary of Information and Library Management,

[Stevenson and Collin] 2nd ed. (2006). London; A & C Black

Managing Archives: foundations, principles and practice

[Williams] (2006). Oxford; Chandos Publishing

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 43

Managing Information Services,

[Roberts and Rowley] (2004). London; Facet Publishing

Systems thinker newsletter

Transliteracy Research Group

Measuring your librarys value,

[Elliott, Hayden and Holt] (2006). (s.I); ALA

United Kingdom Serials Group

National Occupational Standards for Libraries, Archives, Records and

Information Management, (2008). LLUK

Users of the world, unite! The challenges and opportunities of Social Media,
[Haenlein and Kaplan] (2010) Business Horizons 53 (1): 5968.

NHS Leadership Framework

Web Information Continuity Report,

(2009). Archives New Zealand

Practical Information Policies,

[Orna} (1999). (s.I); Gower Publishing
Service innovation: the next big thing,
[Jana] (2007). Business Week, available at [Link]
Seven Pillars of Information Literacy,
(2011). Society of College, National and University Libraries
Skills Framework for the Information Age,
(2011). British Computer Society
The Subject Approach to Information,
[Foskett] 5th ed. (1996). London; Library Association Publishing
Subject Benchmark for Librarianship and Information Management,
2nd ed. (2007). QAA

CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 44

Contact us
Telephone: +44 (0)20 7255 0500
Textphone: +44 (0)20 7255 0505

Email: info@[Link]
Website: [Link]
Twitter: @CILIPinfo
Chartered Institute of
Library and Information
Professionals

CILIP: the Chartered Institute of Library and Information Professionals

This version including all content is the Intellectual Property of CILIP
CILIP: the Chartered Institute of Library & Information Professionals 2012

(x)

23/08/2012 Page 45