Application

This unit describes the performance outcomes, skills and knowledge required to manage the use of social media platforms to interact with customers and promote products and services.

It applies to individuals working in customer service management roles in a diverse range of industry sectors and business contexts that have a social media presence. They operate independently with some responsibility for decision making, and within established organisational policies and procedures.

Unit mapping information

No equivalent unit.

Licensing, legislative, regulatory or certification requirements

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Foundation skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit sector or competency field

Cross-Sector—Marketing

Prerequisite, co-requisite or interdependent assessment of units

Not applicable

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.