Unit of competency Outline

Date retreived
22/07/2026 5:57 PM AWST

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Manage risk to organisational reputation in an online setting

Manage risk to organisational reputation in an online setting

Unit of competency
National Code
SIRXOSM007
State Code
OBG17
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
12/09/2019
View on TGA
State Implementation and Classification
Approved Date
27/11/2019
Field of Education
080301 - Business Management
Original Release Date
27/11/2019
Nominal Hours
55
Description
This unit describes the performance outcomes, skills and knowledge required to develop and implement processes for managing risks to an organisation’s reputation associated with social media and online engagement, including the impacts of online negative commentary, complaints and criticism.It requires the ability to develop a social media crisis management plan and other processes to monitor and respond to issues and incidents.It applies to individuals who work at a senior level who operate independently, can have responsibility for others and are responsible for making a range of operational and strategic decisions.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.
Notes
Elements and Performance Criteria
1. Identify risks to organisational reputation and plan control measures.
  • 1.1. Identify risks to organisational reputation associated with social media and online presence, including any security risks.
  • 1.2. Develop social media and online crisis management plan to deal with damaging issues and incidents.
2. Establish processes for monitoring customer commentary, feedback and criticism.
  • 2.1. Determine a schedule for monitoring organisation’s social media and online sites and external review pages.
  • 2.2. Allocate responsibility to personnel or external providers for consistently and regularly monitoring sites.
  • 2.3. Register organisation for alerts provided by social media and review platforms.
  • 2.4. Establish a schedule for analysing online performance using analytics tools.
3. Develop policies and procedures for response.
  • 3.1. Establish standards for use of appropriate language and tone for responding to both positive and negative comments.
  • 3.2. Develop standard responses that can be used for common circumstances.
  • 3.3. Designate response times in policies and procedures.
4. Manage organisational reputation.
  • 4.1. Take responsibility for resolution of complex and difficult customer interactions.
  • 4.2. Utilise functions provided by social media and review platforms to manage persistent and damaging interactions.
  • 4.3. Assess performance reports regularly to identify systematic communication issues and implement improvements.
  • 4.4. Assess escalating issues and implement crisis management processes to minimise impacts.
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