Elements and Performance Criteria
- Source information on the general impacts of social media.
- Access and interpret information about the positive and negative impacts of social media.
- Identify and evaluate the terms of service associated with social media platforms to identify requirements.
- Determine how online harassment can occur via organisational sites and who may be targeted.
- Determine how social media platforms share user information and identify impacts on users.
- Evaluate ways to avoid negative impacts on users of organisational social media sites.
- Comply with industry and organisational ethical and professional codes of conduct for online activities.
- Identify industry codes of conduct, objectives and scope, and seek advice from relevant personnel on applicability to organisation.
- Identify organisational online code of conduct, objectives and scope, and determine applicability to own job role.
- Evaluate contents of codes of conduct and significance to own personal and work based online behaviours and communications.
- Clarify content and compliance requirements of codes with relevant personnel.
- Act according to professional values and principles outlined in codes, seeking advice when difficulties arise.
- Maintain personal online presence consistent with organisational standards.
- Protect customer privacy and maintain confidentiality of organisational information.
- Access and interpret information on privacy regulations and scope of requirements.
- Identify and interpret organisational privacy policies and procedures and determine applicability to own job role.
- Collect, use, maintain and protect information provided by customers and others, according to privacy regulations and organisational policies and procedures.
- Obtain and comply with permissions to publish images and text representing others.
- Maintain confidentiality of sensitive organisational information and confirm information that can be released before publishing.
- Source information on copyright.
- Engage professionally with customers online.
- Communicate with customers in a timely, professional and positive manner to enhance organisational reputation.
- Respond to negative and potentially defamatory comments, complaints and conflicts sensitively, courteously and respectfully.
- Minimise risk to self and organisational reputation by escalating conflict to relevant personnel.