SIRXOSM006 — Develop and manage social media and online strategies

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What an assessment for SIRXOSM006 must cover

84 assessable components: 6 elements (27 performance criteria), 21 performance evidence and 30 knowledge evidence requirements, plus 6 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Determine social media or online requirements.

1.1Confirm core activities, customer base, organisational values and current direction.
1.2Determine organisational objectives for use of social media and online platforms.
1.3Assess the need for particular platform functions to service target audience and organisational requirements.
1.4Select social media and online platforms suited to organisational objectives and target audience requirements.

2 Develop social media or online strategy.

2.1Determine types and frequency of social media and online communications to match specific objectives.
2.2Identify which social media and online platforms will be utilised for communications and audiences.
2.3Establish key performance indicators and evaluation criteria to measure effectiveness of social media or online activities.
2.4Identify methods to analyse performance and establish a schedule for regular analysis, evaluation and reporting.
2.5Determine implementation budget, roles and responsibilities and allocate to personnel.

3 Develop content guidelines.

3.1Determine guidelines for use of appropriate language and tone for outbound communications and customer interactions.
3.2Develop standard responses for customer interactions.
3.3Establish standards for use and formatting of text and images.
3.4Determine parameters for appropriate and inappropriate content and what organisational and customer information can and cannot be published.
3.5Establish content approvals process and designate levels of authority to personnel.
3.6Communicate content guidelines to personnel.

4 Develop and document policies and procedures.

4.1Develop policies for customers of organisational social media and online sites.
4.2Develop organisational policies and procedures to guide activities of personnel.
4.3Communicate policies, procedures and expectations to personnel and customers.

5 Implement strategy.

5.1Develop action plans for implementing overall strategy and individual campaigns.
5.2Prepare a schedule documenting planned social media and online activities.
5.3Identify and communicate priorities, key responsibilities, targets and timelines.
5.4Monitor organisation’s social media and online activity and drive implementation.

6 Evaluate strategy.

6.1Assess reports on data analysis and evaluation.
6.2Evaluate social media and online activity against strategy, key performance indicators and reports.
6.3Determine and report on success of online presence in engaging customers for general and targeted purposes.
6.4Monitor, regularly, changes to social media and online platform functionality to determine impacts on strategy.
6.5Modify and continuously improve current and future strategies according to evaluation and changing platform functionality.

Performance evidence

develop and implement two strategies tailored to a particular organisation:
one overall strategy for an organisation’s online presence
one strategy for one targeted social media or online campaign
evaluate and report on the performance of an organisation’s social media or online strategy over three successive reporting periods
evaluate and report on the performance of an organisation’s social media or online strategy for one targeted campaign
develop and communicate written content guidelines covering the following issues:
use of appropriate language for outbound communications and customer interactions
four standard responses tailored to different types of customer interactions
at least three types for each of the following:
organisational information that can be published
organisational information that cannot be published
customer information that can be published
customer information that cannot be published
four formatting standards
approvals process and authority
develop and communicate the following written policies and procedures:
acceptable use policy for customers of organisational social media and online sites
online customer service policy including complaints resolution procedures
privacy policy
procedure to gain consent to publish information about and images of others
security policy for online activities

Knowledge evidence

organisation’s core activities, customer base, values and current direction
different organisational purposes for use of social media and online platforms:
exposure through social media activity
building brand awareness, loyalty and an online community
marketing and advertising
information dissemination
popularity of different categories and reach of particular brands of social media platforms and their key audiences
different functions provided by social media and online platforms and how the choice of platforms relates to organisational objectives
roles of different personnel in the implementation of social media and online activities
key performance indicators:
principles and purpose
importance of alignment to objectives
how to effectively express and document
how to use in conjunction with data analysis and evaluation reports to evaluate success of online strategy
common formats and styles for:
content guidelines and style guides
policies and procedures
action plans and schedules
purpose and typical inclusions of a range of customer and staff focussed guidelines, policies and procedures:
content guidelines
acceptable use for users of organisational social media and online sites
online customer service including complaints resolution
privacy
gaining consent to publish information about and images of others
security for online activities
for the particular industry, examples of best practice online policies and procedures including any templates issued by industry associations and other bodies
for standard customer responses:
purpose
commonly used responses
when different types would be used

Foundation skills

Reading skills: interpret complex and unfamiliar information.
Writing skills: produce comprehensive plans, policies and procedures using clear and detailed language that can be easily understood by personnel operating at different levels of seniority. produce standard customer responses of varying complexity, using language suitable for purpose and audience.
Numeracy skills: interpret fundamental statistical information from performance reports to draw conclusions.
Initiative and enterprise skills: identify opportunities to engage customers and promote exposure of the organisation through online activities.
Planning and organising skills: coordinate multiple elements involved in developing and implementing online strategies in a logical and time efficient sequence. produce and use cohesive action plans to guide implementation of online strategies for self and team members.
Self-management skills: take responsibility for strategy development from initial planning through to implementation and evaluation. critically evaluate successes and failures of strategies to initiate improvements.

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.

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Questions about assessing SIRXOSM006

What does an assessment tool for SIRXOSM006 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SIRXOSM006 needs to address all 84 unit components: 6 elements with 27 performance criteria, 21 performance evidence requirements, 30 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for SIRXOSM006?

Auditori pulls the current release of SIRXOSM006 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SIRXOSM006 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing SIRXOSM006 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SIRXOSM006, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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