Australian College of Business Intelligence

1.1 Welcome to this unit

1.2 Introduction to customers and social media

1.3 What this unit will cover

1.4 What you’ll learn

1.5 A note on completing this unit

1.6 Section 1 quiz

2.1 Welcome to section 2

2.2 Types of social media users

2.3 Understanding customer reviews

2.4 Understanding user generated content

2.5 Avoiding social media crises

2.6 Using social media responsibly

2.7 Following platform requirements

2.8 Section 2 Quiz

3.1 Welcome to section 3

3.2 Understanding social media platforms

3.3 Considering how people use social media

3.4 Example: How Australians use social media

3.5 Researching content trends

3.6 Introduction to researching social media platforms

3.7 Platform example: Pinterest

3.8 Platform example: YouTube

3.9 Platform example: TikTok

3.10 Platform example: Instagram

3.11 Documenting your research and selecting platforms

3.12 Platform comparison table template

3.13 Section 3 Quiz

4.1 Welcome to section 4

4.2 Types of customer-focused content

4.3 Preparing a content calendar

4.4 Content calendar template

4.5 Drafting post content

4.6 Tools for creating content

4.7 Tools for sourcing audio files

4.8 Backing up your content

4.9 Scheduling and publishing posts

4.10 Updating the look and feel of social media accounts

4.11 Section 4 Quiz

5.1 Welcome to section 5

5.2 Managing trolls and spam

5.3 Responding to customer complaints, questions and other comments

5.4 Tips for responding to customers

5.5 Monitoring for user generated content

5.6 Tools for monitoring user generated content

5.7 Using user generated content

5.8 Monitoring social media performance

5.10 Documenting and sharing a performance report

5.11 One-month performance report template

5.12 Section 5 Quiz

6.1 Welcome to section 6

6.2 Key takeaways

6.3 The future of engaging customers

6.4 How to keep your knowledge up to date

6.5 Congratulations and what’s next