SIRXOSM002 — Maintain ethical and professional standards when using social media and online platforms

Elements & performance criteria

Performance evidence

• source and interpret information on:
• terms of service for three different brands of social media, including information how those brands share user information
• general impacts of social media on organisations and users, both positive and negative, from three different sources
• cyberbullying and its impacts from three different sources
• a suitable code of conduct for online activities relevant to the individual’s current or prospective industry
• employment
• an organisational code of conduct for online activities relevant to the individual’s current or prospective job
• role, and obtain any required permissions for release
• the overarching requirements of commonwealth privacy regulations and any applicable local state or territory privacy regulations relevant to the individual’s current or prospective industry employment
• copyright in Australia; what it protects and does not protect, exclusive rights of owners and requirements for permissions
• defamation via social media from three different sources
• organisational criticism via social media; either customer or employee based
• from information collected, provide an overview evaluation of each of the above topics
• evaluate three situations involving personal online posts that present a risk to an organisation’s reputation and identify guidelines that could be used to avoid risk
• respond professionally to customer communications covering:
• a general product or service need, on two occasions
• negative comment or complaint about organisational issues, products or services, on two occasions.

Knowledge evidence

• at a fundamental level of understanding:
• terms of service for common brands of social media; how they share user information and how this may impact on users
• the general impacts of social media, both positive and negative :
• impacts on organisation reputation
• social impacts on users
• meaning of harassment and cyberbullying and how this occurs and can escalate through use of social media
• how bullying of employees and contractors can occur because of organisational connections and via organisational social media sites
• organisational duty of care to protect individuals from cyberbullying and processes that can be taken to avoid and respond to incidents
• the content of industry and organisational codes of conduct or policies for online activities, applicable to the individual’s context and the importance in guiding ethical and professional behaviours
• boundaries of personal and professional online activities how personal posts and online presence can adversely affect organisational reputation and others associated with the organisation including: customers, suppliers, sponsors, donors etc.
• methods that can be used to ensure personal posts are not assumed to be representing the organisation
• a fundamental understanding of the key contents of:
• commonwealth privacy law inclusive of the Australian Privacy Principles and how these regulate the collection, use, maintenance and secure storage of private customer information collected by private and government organisations
• any state or territory privacy regulations relevant to the individual’s industry and work context
• the content of organisational privacy policies and procedures, applicable to the individual’s industry context, and the importance in guiding ethical and professional behaviours
• types of:
• customer information generally considered to be sensitive and relevant to the individual’s work context
• consents used when publishing information about others and their images
• organisational information generally considered to be sensitive and deemed not for public release
• at a fundamental level of understanding:
• what copyright protects and does not protect
• who can own copyright, and procedures used by owners to identify copyright
• exclusive rights that owners have over their material and how this affects use of materials by others
• permissions that are required to use materials and how to obtain
• meaning of defamation, slander and libel and how this occurs and can escalate through use of social media
• potential personal and organisational consequences of both receiving and making defamatory comments
• differences between personal and professional online communication styles and choice of language
• principles of positive and professional online communications that enhance customer engagement and organisational reputation
• types of positive language and approaches that can be used when dealing with negativity, complaints and conflicts.

Foundation skills

• Reading skills: interpret unfamiliar and complex information to determine regulatory requirements and organisational standards.
• Writing skills: produce notes and summarise and record information in basic documents produce customer responses of varying complexity, using language suitable for purpose and audience.
• Learning skills: proactively use opportunities to obtain and update knowledge of social media impacts and ethical and professional standards.
• Technology skills: use computers or mobile devices and the Internet to search for and download information use software applications to create, update and store basic documents.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

Questions about assessing SIRXOSM002