Assessment Requirements for SIRXMKT002 Use social media to engage customers

Release: 1

Assessment Requirements for SIRXMKT002 Use social media to engage customers

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research four social media platforms and select two platforms for use, appropriate to business needs and target customer

use the above two social media platforms to engage the customer by:

curating and posting written and visual content appropriate to the target customer

promote one organisational marketing activity

respond to two of the following types of customer social media posts:

customer reviews

user generated content

questions

complaints

troll

review effectiveness of social media platform across a one month period by:

reporting on social media activity

making at least one recommendation for continuous improvement of social media use.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for social media use

rules and regulations and terms of use of specific social media platforms:

privacy

spamming

copyright

creative commons

social media trends:

trending platforms

consumer behaviour

trending content

various social media platforms:

demographic of primary users

key features and uses

integration into business activity

useability

privacy and security features

costs

legal and ethical practices for use of social media:

responsible use of platforms

responsible marketing practices

fair competition guidelines

duty of care

bullying and harassment policy

types of social media users and their impacts:

troll

angry customer

misguided customer

unhappy customer

complimentary customers

brand advocates

techniques for:

marketing the business using social media platforms:

promoting products

promoting special events

creating brand awareness

responding to customer posts on social media:

customer reviews

user generated content

questions

complaints

troll

social media tools, and their use, for:

monitoring

scheduling social media content

capturing engagement and reach data

commercial impact of social media platform both favourable and unfavourable:

importance of consumer reviews and user generated content

value of building a community of advocates on a social media platform

types of crisis issues or conflicts that can arise on social media locally, nationally and internationally

sources and types of social media content:

product information

images and photos

links to other websites

videos

text and graphics

current trends

Internet.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for social media use

legal and ethical use of social media

social media content calendar that details:

key events and promotions

milestones and relevant dates

content for release

files for use across social media platforms:

image files

text files

PDF files

audio files

video files

link associated files

computer or mobile device with Internet access

social media monitoring tools

social media platforms

customer postings on social media platforms

assessment activities that allow the individual to work with commercial speed, timing and productivity.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d