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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Determine organisational and communication requirements.
   • 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.
2. Prepare content.
   • 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.
3. Utilise platform functions.
   • 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.
4. Promote engagement with organisation.
   • Curate and post content regularly or according to planned organisational schedule.
   • Create opportunities to attract user generated content.
   • Use posts during targeted campaigns.
5. Monitor sites and engage professionally with customers.
   • 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.