This unit describes the performance outcomes, skills and knowledge required to implement the use of social media and online platforms for organisational purposes. It requires the ability to identify the objectives for online communications, create and post relevant content to promote engagement with the organisation, and to engage professionally with customers.

It applies to individuals who work at an operational level. They use discretion and judgement to take responsibility for work outcomes but actions are guided by plans, policies and procedures, supervisors and managers. Although an operational function, it can apply to small business owner operators who are responsible for a range of functions.

This unit applies to self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice	Yes	No	Comments/feedback
Access and interpret predetermined strategies and plans to guide activities.
Identify target audience and organisational objectives for social media or online communication.
Select social media and online platforms suited to communication objectives and target audience.
Access or create schedule of types and frequency of social media and online communications.
Source and select organisational and external information to create content relevant to purpose.
Use language, style and tone suited to organisational image and target audience.
Check content for accuracy, currency and relevance for purpose.
Develop and format content in line with organisational guidelines.
Obtain required approvals before publication.
Utilise functions and templates provided by social media and online platforms to create posts.
Upload file types suited to communication requirements.
Create active links to organisational and external sites.
Curate and post content regularly or according to planned organisational schedule.
Create opportunities to attract user generated content.
Use posts during targeted campaigns.
Monitor customer activity according to organisational schedule.
Communicate with customers in a timely, professional and positive manner to enhance organisational reputation.
Respond to negative comments and complaints sensitively, courteously and respectfully according to organisational policies and procedures.
Refer customer negative feedback to relevant personnel according to organisational policies and procedures.

Assessment Cover Sheet

SIRXOSM003 - Use social media and online tools

Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SIRXOSM003 - Use social media and online tools

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: