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Elements and Performance Criteria

1. Identify risks to organisational reputation and plan control measures.
   • Identify risks to organisational reputation associated with social media and online presence, including any security risks.
   • Develop social media and online crisis management plan to deal with damaging issues and incidents.
2. Establish processes for monitoring customer commentary, feedback and criticism.
   • Determine a schedule for monitoring organisation’s social media and online sites and external review pages.
   • Allocate responsibility to personnel or external providers for consistently and regularly monitoring sites.
   • Register organisation for alerts provided by social media and review platforms.
   • Establish a schedule for analysing online performance using analytics tools.
3. Develop policies and procedures for response.
   • Establish standards for use of appropriate language and tone for responding to both positive and negative comments.
   • Develop standard responses that can be used for common circumstances.
   • Designate response times in policies and procedures.
4. Manage organisational reputation.
   • Take responsibility for resolution of complex and difficult customer interactions.
   • Utilise functions provided by social media and review platforms to manage persistent and damaging interactions.
   • Assess performance reports regularly to identify systematic communication issues and implement improvements.
   • Assess escalating issues and implement crisis management processes to minimise impacts.