Elements and Performance Criteria
- Identify analytics tools and functions.
- Obtain information on inbuilt analytics tools provided by social media and online platforms.
- Search and identify external providers of analytics tools.
- Identify types of available data and functions to assist with analysis.
- Determine how specific data can be used to measure and improve customer engagement.
- Collect and analyse data.
- Determine data analysis needs, select analytics tools and collect and store relevant data according to organisational privacy procedures.
- Filter, assess quality of data and clean data to ensure relevance to analysis.
- Identify trends in quantitative performance through statistical analysis.
- Evaluate qualitative information to identify patterns.
- Monitor performance of social media and online presence regularly to ensure ongoing effectiveness.
- Evaluate performance.
- Assess quantitative and qualitative information against organisational objectives for use of social media and online platforms.
- Determine success of online presence in engaging customers for general and targeted purposes.
- Create and present reports on data analysis and evaluation, and include recommendations for future improvements.
- Generate reports that protect sensitive information provided by customers.