Channel objectives
Map a current situation involving channel objectives; separate facts from assumptions and identify questions that need clarification.
All programmesMarketing & Customer Experience / PM-MAR-001
Managing Social Channels
A practical programme in managing social channels, connecting working concepts with team decisions and relevant workplace examples.
About the Course
This programme develops a working approach to managing social channels in the context of customer needs and service outcomes. Participants move from understanding the main concepts to examining a case, testing alternatives and explaining a practical recommendation. The three modules focus on channel objectives, content planning and response standards. Examples are selected after the training brief so that they reflect the responsibilities and experience of the participant group.
Course Objectives
- Explain the role of channel objectives and identify the information required for a reliable assessment.
- Use a structured worksheet to examine content planning and compare reasonable alternatives.
- Identify assumptions, missing evidence and implementation concerns related to response standards.
- Prepare a customer improvement proposal and success measures for discussion with a marketing or customer-service team.
- Translate the exercise into a workplace action plan with owners, review points and measurable progress.
Who Can Benefit
- Marketing and account teams: apply channel objectives to their responsibilities through a guided case and a course-specific worksheet.
- Customer-service supervisors: apply content planning to their responsibilities through a guided case and a course-specific worksheet.
- Customer-experience and research professionals: apply response standards to their responsibilities through a guided case and a course-specific worksheet.
Participant experience and learning needs are reviewed before the programme is confirmed.
Curriculum & Practical Work
Content planning
Compare two approaches to content planning; explain the expected benefits, limitations and information gaps.
Response standards
Develop an action plan for response standards; assign responsibilities and agree how results should be reviewed.
Learning Method
Short concept discussions, guided worksheets, group comparisons and instructor feedback, followed by a workplace action plan.
Educational programme. No professional accreditation is implied; specialist legal, engineering or tax advice requires qualified professionals.