SIRXOSM003 Use Social Media and Online Tools

This unit describes the performance outcomes, skills and knowledge required to implement the use of social media and online platforms for organisational purposes. It requires the ability to identify the objectives for online communications, create and post relevant content to promote engagement with the organisation, and to engage professionally with customers.

It applies to individuals who work at an operational level. They use discretion and judgement to take responsibility for work outcomes but actions are guided by plans, policies and procedures, supervisors and managers. Although an operational function, it can apply to small business owner operators who are responsible for a range of functions.

This unit applies to self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

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

Nil

• Basic Language, literacy and numeracy skills in English (LLN)
• Victorian Student Number (VSN) – Victoria only
• Unique Student Identifier (USI) – Australia wide
• Access to a functional pc or tablet device with video recording capabilities, internet access and Chrome internet browser.

The course covers the theory and practice associated with:

• Determine organisational and communication requirements.
• Prepare content for social media
• Utilise platform functions.
• Promote engagement with organisation.
• Monitor sites and engage professionally with customers.

This unit is completed by self-paced work online. The nominal hours for are 75hrs. Online access remains live for 3 months. Any additional extension/s will incur an Administration Fee of $250.

Online

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

• utilise three different types of social media or online platforms for organisational communications
• create and post content for six different communications and collectively use at least three different types of media files
• create and post content for a further two communications for a targeted social media or online campaign and determine links that could be used to external sites
• monitor customer engagement with posts and respond professionally to customer communications covering:
  - two positive comments
  - two negative comments
  - two questions
  - two complaints
  - respond to two issues of complaint or negativity that require escalation to relevant personnel.

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