Section C: Performance Activity

1. Focus on a particular organisation of your choice or an example organisation provided by the assessor. Identify the significant risks to brand reputation and develop one social media and online crisis management plan to deal with any potential damaging issues and incidents.

The plan should be approximately two pages but may be longer if necessary. Attach the completed plan to your workbook and submit to the assessor.

2. Develop written policies and procedures for the organisation identified in Q1 that cover all of the following issues:

• Schedule for monitoring social media, online sites, and external review pages
• Schedule for analysing and assessing online performance data
• Designated response times for customer compliments, complaints, negative commentary, and bad reviews
• Standard responses that can be used for common circumstances, including holding responses
• Guidelines on the use of appropriate language for responding to positive and negative comments
• Issues that should be escalated and referred to managers
• Guidelines for removing comments, and reporting, blocking, and banning users.
• Communicate the written policies and procedures to a group of 3-4 of your peers. Ask and answer relevant questions and discuss and respond appropriately. Your discussion should be no longer than 20 minutes.

3. Collaborate with one of your peers to build a document to present a strategy on how to respond to customer communications in an online setting. This must cover the following circumstances:

• Two escalated complaints, considering previous organisational communications, and measures to resolve them
• Two bad reviews.
• This should be approximately one to two pages. Attach the completed strategy to your workbook and submit to the assessor.