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Evidence Guide: SIRXOSM007 - Manage risk to organisational reputation in an online setting

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SIRXOSM007 - Manage risk to organisational reputation in an online setting

What evidence can you provide to prove your understanding of each of the following citeria?

Identify risks to organisational reputation and plan control measures.

  1. Identify risks to organisational reputation associated with social media and online presence, including any security risks.
  2. Develop social media and online crisis management plan to deal with damaging issues and incidents.
Identify risks to organisational reputation associated with social media and online presence, including any security risks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop social media and online crisis management plan to deal with damaging issues and incidents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish processes for monitoring customer commentary, feedback and criticism.

  1. Determine a schedule for monitoring organisation’s social media and online sites and external review pages.
  2. Allocate responsibility to personnel or external providers for consistently and regularly monitoring sites.
  3. Register organisation for alerts provided by social media and review platforms.
  4. Establish a schedule for analysing online performance using analytics tools.
Determine a schedule for monitoring organisation’s social media and online sites and external review pages.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate responsibility to personnel or external providers for consistently and regularly monitoring sites.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Register organisation for alerts provided by social media and review platforms.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish a schedule for analysing online performance using analytics tools.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop policies and procedures for response.

  1. Establish standards for use of appropriate language and tone for responding to both positive and negative comments.
  2. Develop standard responses that can be used for common circumstances.
  3. Designate response times in policies and procedures.
Establish standards for use of appropriate language and tone for responding to both positive and negative comments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop standard responses that can be used for common circumstances.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Designate response times in policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage organisational reputation.

  1. Take responsibility for resolution of complex and difficult customer interactions.
  2. Utilise functions provided by social media and review platforms to manage persistent and damaging interactions.
  3. Assess performance reports regularly to identify systematic communication issues and implement improvements.
  4. Assess escalating issues and implement crisis management processes to minimise impacts.
Take responsibility for resolution of complex and difficult customer interactions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Utilise functions provided by social media and review platforms to manage persistent and damaging interactions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess performance reports regularly to identify systematic communication issues and implement improvements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess escalating issues and implement crisis management processes to minimise impacts.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge