This unit applies to individuals who have knowledge of the relationship between web-sites and the core functions of an organisation. They also have working knowledge and skills of performing basic updates to web site content. They may provide administrative support within an organisation or be other individuals who have been delegated this responsibility.

ELEMENT

PERFORMANCE CRITERIA

1. Review website content and use

1.1. Monitor and analyse customer and user feedback in accordance with organisational timelines

1.2. Analyse automatically collected website data and identify trends

1.3. Make recommendations on changes to the website and its content in response to feedback and data analysis and approve changes scheduled for implementation

1.4. Review cost implications of the recommended changes to determine their viability

2. Update website

2.1. Replace superseded and inaccurate information with current information and add additional material in accordance with organisational requirements

2.2. Follow protocols for ensuring the accuracy and authenticity of information

2.3. Remove services no longer available or required and add new ones in accordance with organisational requirements

2.4. Check off-line information against that posted on the website and rectify discrepancies in accordance with organisational timelines

2.5. Follow security procedures for updating the website

3. Carry out non technical site maintenance

3.1. Analyse user feedback to confirm that faults have resulted from the site and are not user problems

3.2. Rectify faults and make improvements to the site in response to user feedback approved by the organisation

3.3. Add new web pages and/or active links and remove redundant pages and links in accordance with organisational requirements

3.4. Make site changes in response to changes in marketing strategy in accordance with organisational requirements and consideration of cost benefits

Required skills

literacy skills to interpret policies and procedures, provide recommendations to others and to draft text in a logical sequence and structure appropriate for an online format

numeracy skills for basic statistical analysis of website usage data

communication skills for consultation with users and customers.

Required knowledge

identification and overview knowledge of key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

Occupational Health and Safety

basic principles of website design and maintenance

online security issues.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

website and its content continues to meet the requirements of the business after maintenance changes

identification and resolution of faults, errors and/or complaints with website.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and networked computers

documentation relating to analysis and strategies/policies for implementation.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of authenticated documents from the workplace or training environment

demonstration of techniques in a workplace or simulated environment.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

marketing units

other information and communications technology units.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Feedback and data analysis may include:

feedback in relation to content, ease of navigations and appropriateness/usefulness of content

statistical data in relation to usage, including;

hits

page views

visits

Offline information may include:

information available in other forms, such as;

brochures

databases

knowledge management systems

news letters

records systems

Security procedures may include:

access protocols

password protected areas

Unit sector

Information and Communications Technology - E Business

This unit contains employability skills.