Unit of competency Outline

Date retreived
22/07/2026 7:03 AM AWST

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Use social media in a business

Use social media in a business

Unit of competency
National Code
SITXEBS001
State Code
AWQ57
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
03/03/2016
View on TGA
State Implementation and Classification
Approved Date
12/07/2016
Field of Education
080905 - Practical Computing Skills
Original Release Date
12/07/2016
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to establish a social media presence in a business. It requires an understanding of the use of social media tools and platforms to enhance customer engagement and market a business.The unit is relevant to businesses operating in many industry contexts, including the tourism, travel, hospitality, events and other service industry sectors.It applies to individuals using social media for business at an operational level under limited supervision. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare to use social media.
  • 1.1.Review organisational social media requirements and related policies and procedures.
  • 1.2.Identify and confirm availability of resources required to comply with organisational objectives.
  • 1.3.Confirm understanding of terms of use and policies for social media tools and platforms.
2. Prepare content for use on social media.
  • 2.1.Source information and content from internal and external sources.
  • 2.2.Develop content in line with target audience, brand culture and social media plan.
  • 2.3.Source and use campaigns, promotions and community events that align with social media plan.
  • 2.4 Arrange for the supply of resources.
  • 2.5 Check impacts of corrective action on work health and safety (WHS), quality and environmental systems in work area and take action in accordance with procedures.
  • 2.6 Check that self and others in team or work area have required skills for corrective actions.
  • 2.7 Monitor implementation of corrective action.
  • 2.8 Make required adjustments.
3. Use social media to enhance customer engagement.
  • 3.1.Adhere to legal and ethical practices for use of social media according to social media plan.
  • 3.2.Track social media activity using monitoring tools.
  • 3.3.Respond to customers in a timely manner and direct them to relevant information as required.
  • 3.4.Respond to negativity and complaints promptly and within scope of own role, using crisis management processes, policies and standard approved responses.
  • 3.5.Identify potential incidents or points of conflict and escalate to relevant personnel as required.
  • 3.6.Identify opportunities to improve individual customer experience.
4. Market and promote a business.
  • 4.1.Curate and post content according to social media plan and content calendar.
  • 4.2.Create opportunities to attract and promote user-generated content.
  • 4.3.Monitor organisational metrics according to social media plan and report to relevant personnel.
  • 4.4.Recommend improvements to marketing and promotion through social media engagement to relevant personnel.
  • 4.5 Take appropriate corrective action to improve performance.
  • 4.6 Re-audit the improvement on an agreed basis.
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