Section B: Knowledge Activity

Answer each question in as much detail as possible.

1. In approximately 300 words, identify and describe the common risks to an organisation's reputation in an online setting.

2. In approximately 150 words, identify and describe the common security risks associated with an online presence that may compromise an organisation's reputation.

3. Describe the risks to organisational reputation and security risks associated with social media and an online presence. (Max. 150 words)

4. In approximately 350 words, explain the ways to respond to positive and negative comments on social media with the use of appropriate language and tone, and list some of the points to remember while choosing such words.

5. Describe the difference between a problem and a crisis, and common crisis scenarios. (Max. 300 words)

6. Describe how to develop a social media and online crisis management plan to deal with damaging issues and incidents. This should include the format and inclusions of social media management plans, typical actions taken during crisis response, and the roles typically allocated to personnel and to external providers. (Max. 800 words)

7. Explain how to establish a schedule for analysing online performance using analytics tools. (Max. 350 words)

8. In approximately 400 words, identify and describe five monitoring and alert functions provided by social media and review platforms and how these operate.

9. List five reasons to consistently monitor social media and review sites and common schedules. (Max. 50 words)

10. Describe the monitoring services offered by external providers and the benefits of engaging with them. (Max. 100 words)

11. In approximately 200 words, describe the importance of providing timely responses on social media for the following reasons:

- Managing complaints and negative reviews

- Answering enquiries to avoid complaints

- Compliments to ensure customer feels valued, not ignored and how responses can add value to reputation.

12. List six points to consider while drafting the policies and procedures for response times. (Max. 150 words)

13. In approximately 500 words, identify and describe the types of standard responses that can be provided in an online setting for common circumstances and describe the role of a holding response.

14. In approximately 250 words, describe the organisational chain of command for responding to and managing:

- Compliments

- Complaints and criticism

- Crises.

15. The learner should describe why it can be advisable to resolve complaints offline in approximately 50 words.

16. In approximately 350 words, identify and describe six functions provided by social media and review platforms to manage persistent and damaging interactions. Describe how these operate and the factors to consider before implementing them:

- Removal of comments

- Reporting

- Blocking and banning users.

17. The learner should describe the process of escalation in approximately 175 words.

18. In approximately 250 words, describe the principles of positive and professional online communications that minimise risk to organisational reputation.

19. Identify and describe six types of positive language and approaches that can be used when dealing with negativity, complaints and conflicts. (Max. 400 words)