Elements and Performance Criteria
- Prepare to use social media.
- Review organisational social media requirements and policies and procedures.
- Research various social media platforms, and identify and compare their audience, functionality and reach.
- Research emerging trends in social media platform use.
- Select social media platforms that meet brand needs and reach target customer.
- Source information and content from internal and external sources for use on social media platforms
- Develop content in line with target audience, brand cultures and social media requirements as required.
- Source or create a social media calendar.
- Use social media to enhance customer engagement.
- Create opportunities to attract and promote user-generated content.
- Respond to customers in a timely manner, directing them to relevant information as required.
- Identify potential brand damage, and take action to prevent escalation.
- Promptly respond to customer complaints and issues according to social media policies and procedures.
- Adhere to legal and ethical practices for social media use.
- Promote products and services.
- Review social media use.