This unit describes the performance outcomes, skills and knowledge required to develop and implement processes for managing the impacts of online negative commentary, complaints and criticism on an organisation’s reputation, as well as other general risks from engaging in an online setting
It requires the ability to develop a social media crisis management plan and other processes to monitor and respond to issues and incidents. It focuses on negative commentary but reputation also relies on responses to positive comments and this is also covered.
It can apply to individuals who work at a senior level who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions. It would apply to small business owner operators who are responsible for a range of functions.
This unit applies to any type of small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations. References to customers should be interpreted in the context of the particular industry and organisation which will use different terms to describe their stakeholders.
This unit is designed for use across industries. Training and assessment should be contextualised to meet the particular requirements of the industry for which it is delivered.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.