Overview
This standard is about using social media (for example, but not limited to, Facebook, Twitter, LinkedIn) to promote venues and events. This standard is intended for use by those who utilise social media to undertake customer service. There is a strong link between sales and marketing and ticketing.
This standard will also impact how any employee/representative linked to an organisation communicates on their own personal social media profiles or accounts.
Performance criteria
You must be able to:
You must be able to:
P1 regularly access, maintain and update organisational posts on the appropriate social media platforms
P2 present the organisation's information to users (customers) in a concise and meaningful manner
P3 engage in promotional activity using appropriate language in line with organisational procedures
P4 report and/or deal with customer queries generated on the social media platforms according to organisational procedures
P5 identify potentially harmful or viral social media posts or activities and report or deal with them in line with organisational procedures
P6 report problems which occur with software or hardware following organisational procedures
Knowledge and Understanding
You need to know and
understand:
You must be able to:
K1 the various forms of social media platforms currently in use
K2 upcoming new social media platforms to the marketplace
K3 the target market for each social media platform and the benefits and limitations of each dependant on the purpose to be achieved by the promotion
K4 catchment of each social media platform for the organisation, including the number of "likes" or "retweets"
K5 organisational policies and procedures for resolving customer service issues online
K6 appropriate language to be used on each platform in line with both the social media provider and the organisation
K7 legal requirements involved in promoting venues and events, particularly with reference to competitions, on social media platforms
K8 profile/brand guidelines of the organisation to be adhered to when conducting promotions
K9 procedures for how regularly social media updates should be administered
K10 who to report abuse or other social media problems to
K11 organisational guidelines or policies in relation to personal social media use
Originating Organisation
Creative & Cultural Skills
Relevant Occupations
Admissions, Booking Office, Box Office, Ticketing Occupations, Visitor Services
Keywords
Ticketing; Customer; Communicate; Box Office; Admissions; Visitor; Sosial Media; Marketing