Unit of competency Outline

Date retreived
22/07/2026 6:27 PM AWST

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Develop, implement and monitor the use of social media in a business

Develop, implement and monitor the use of social media in a business

Unit of competency
National Code
SITXEBS002
State Code
AWQ58
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
35
Description
This unit describes the performance outcomes, skills and knowledge required to manage the development and implementation of social media in a business and monitor its effectiveness. It requires an understanding of social media tools and platforms in order to develop a social media plan, and supporting organisational policies for social media use. This unit does not address the skills and knowledge required to set up social media accounts or its day-to-day business use.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 owners or managers of businesses who are responsible for the planning, development and monitoring of social media use in a business context. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine social media requirements.
  • 1.1.Identify and profile target audience.
  • 1.2.Research social media platforms and tools, strategies for use and relevance to organisation.
  • 1.3.Select appropriate social media platforms and tools to meet organisational objectives.
2. Develop policies and procedures.
  • 2.1.Develop organisational policies and procedures for social media use.
  • 2.2.Establish guidelines for audience engagement and appropriate content.
  • 2.3.Develop a social media crisis management plan, including approved responses, to deal with social media issues and incidents.
3. Develop a social media plan.
  • 3.1.Identify strategies in relation to consumer and stakeholder engagement, marketing and customer service activities that are to be undertaken using social media.
  • 3.2.Prepare a calendar documenting planned social media activity.
  • 3.3.Establish metrics to measure success of social media activity.
  • 3.4.Document social media plan outlining activity to be undertaken, timelines and targets.
4. Implement social media plan.
  • 4.1.Identify and organise appropriate resources to implement social media plan.
  • 4.2.Implement social media plan according to organisational policies and procedures.
  • 4.3.Manage escalated complaints, conflicts and crisis situations according to social media plan.
  • 4.4.Post approved responses to issues and incidents promptly.
5. Evaluate social media effectiveness.
  • 5.1.Measure success of social media activities against social media plan targets.
  • 5.2.Identify gaps and determine strategies to address performance issues.
  • 5.3.Modify social media plan to support on-going business growth as required.
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