Activity 3A

This activity will need to be observed. Your assessor has a list of criteria to base your assessment on.

Analyse the following scenario.

Scenario D

Technit Ltd. is a parts supplier to one of the biggest automobile Original Equipment Manufacturers. The company has definite plans for growth and has been marketing via all platforms, including social media and other digital platforms. Judy is the Senior Manager of product and digital marketing. Harry, Ron and Victor are the marketing team members in charge of the social media platform.

Recently, after reviewing the performance of the company in the digital marketing space, Harry and the team noticed that there was a mixed reaction to the company's external review including some positive and negative comments they should respond to. Keeping the company's reputation in mind, Ron and the team have set up a meeting with Judy to help them identify ways to use appropriate language and tone when responding to these online comments. For this, Judy has decided to establish some official organisational standards. Judy needs to suggest ways for Harry and the team to effectively respond to these comments.

For this activity, you will assume the role of Judy, the Senior Manager, and work with two of your peers who will play the role of the marketing team members. Lead a discussion with your peers to establish official organisational standards for the use of appropriate language and tone when responding to both positive and negative online comments, as explained in the scenario.

Your discussion should last no longer than 40 minutes.

Activity 3B

This activity will need to be observed. Your assessor has a list of criteria to base your assessment on.

Refer to Case Study B - Standard responses for common circumstances

Case Study B - Standard responses for common circumstances

Jane, Morris and Peggy are in charge of handling the social media marketing for Neeilsoft technologies, an IT and product company. As they had recently adopted social media as a part of digital marketing, the management was keen on identifying the quality of responses to comments by various parties. The comments could be from unknown people, employees, ex-employees, competitors and so on. There were mixed reviews that needed to be addressed. Jane, Morris and Peggy came up with a brilliant idea of standardising the responses by promptly identifying and categorising the comments. Today, they are meeting to discuss and decide how they can develop standard responses that can be used for common circumstances.

For this activity, you will work with two of your peers who will play the role of your digital marketing team members. You need to lead a discussion with your peers to develop standard responses that can be used for common circumstances in an online setting, as required in Case Study B.

Your discussion should be no longer than 40 minutes.

Activity 3C

This activity will not require observation.

Identify six general points that should be considered when designating response times to online communications in organisational policies and procedures.

Activity 4A

This activity will need to be observed. Your assessor has a list of criteria to base your assessment on.

Analyse the following scenario.

Scenario E

Ricardo, and Paula are Marketing Managers at Anzo Ltd, a leading manufacturer of electronic equipment. They have been playing a lead role in crafting digital marketing strategies for the company and have made significant progress in this area. Antony is the Senior Product Manager at Anzo. He has been very supportive in the digital marketing domain and has made multiple recommendations in the past.

Recently, Ricardo, and Paula have been facing difficulty in handling and resolving a couple of customer interactions. Antony has stepped in and is willing to support Ricardo, and Paula in this process and take on the responsibility of handling and resolving these complex and difficult customer interactions.

For this activity, you will take assume the role of Antony, who is the Senior Product Manager, and work with two of your peers who will play the role of the marketing managers. Lead a discussion with your peers to identify methods to assume responsibility for resolving complex and difficult customer interactions, as explained in the scenario.

Your discussion should be no longer than 40 minutes.

Activity 4B

This activity will not require observation.

identify and describe any five functions provided by social media and review platforms to manage persistent and damaging interactions online.

Activity 4C

This activity will need to be observed. Your assessor has a list of criteria to base your assessment on.

Analyse the following scenario.

Scenario F

Kim and James are partners and co-owners of Techsoft Ltd, a new software solutions company. Recently, they have been using a digital marketing platform to gain more visibility and promote their products and services. Now, they want to monitor how the digital marketing platform has worked out for them. Kim and James have set up a meeting to discuss how to assess the performance reports regularly in order to identify systematic communication issues and implement improvements in digital marketing methods.

For this activity, you will work with one of your peers who will play the role of your company partner. Lead a discussion with your peer to understand how to assess performance reports regularly to identify systematic communication issues and implement improvements in digital marketing methods.

Your discussion should be no longer than 30 minutes.

Activity 4D

This activity will not require observation.

Describe how to assess escalating issues in an online setting and implement crisis management processes to minimise negative impacts on the organisation's reputation.