Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SIRXOSM007 Mapping and Delivery Guide
Manage risk to organisational reputation in an online setting

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency SIRXOSM007 - Manage risk to organisational reputation in an online setting
Description
Employability Skills
Learning Outcomes and Application 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.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Online and Social Media
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify risks to organisational reputation and plan control measures.
  • Identify risks to organisational reputation associated with social media and online presence, including any security risks.
  • Develop social media and online crisis management plan to deal with damaging issues and incidents.
       
Element: Establish processes for monitoring customer commentary, feedback and criticism.
  • Determine a schedule for monitoring organisation’s social media and online sites and external review pages.
  • Allocate responsibility to personnel or external providers for consistently and regularly monitoring sites.
  • Register organisation for alerts provided by social media and review platforms.
  • Establish a schedule for analysing online performance using analytics tools.
       
Element: Develop policies and procedures for response.
  • Establish standards for use of appropriate language and tone for responding to both positive and negative comments.
  • Develop standard responses that can be used for common circumstances.
  • Designate response times in policies and procedures.
       
Element: Manage organisational reputation.
  • Take responsibility for resolution of complex and difficult customer interactions.
  • Utilise functions provided by social media and review platforms to manage persistent and damaging interactions.
  • Assess performance reports regularly to identify systematic communication issues and implement improvements.
  • Assess escalating issues and implement crisis management processes to minimise impacts.
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify risks to organisational reputation associated with social media and online presence, including any security risks. 
Develop social media and online crisis management plan to deal with damaging issues and incidents. 
Determine a schedule for monitoring organisation’s social media and online sites and external review pages. 
Allocate responsibility to personnel or external providers for consistently and regularly monitoring sites. 
Register organisation for alerts provided by social media and review platforms. 
Establish a schedule for analysing online performance using analytics tools. 
Establish standards for use of appropriate language and tone for responding to both positive and negative comments. 
Develop standard responses that can be used for common circumstances. 
Designate response times in policies and procedures. 
Take responsibility for resolution of complex and difficult customer interactions. 
Utilise functions provided by social media and review platforms to manage persistent and damaging interactions. 
Assess performance reports regularly to identify systematic communication issues and implement improvements. 
Assess escalating issues and implement crisis management processes to minimise impacts. 

Forms

Assessment Cover Sheet

SIRXOSM007 - Manage risk to organisational reputation in an online setting
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SIRXOSM007 - Manage risk to organisational reputation in an online setting

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: