About this Course

Code TP429
Duration 3 Days

Implementing a robust social media strategy can deliver vastly improved business effectiveness, but it needs to be planned meticulously.

Social spans all areas of the organisation and must involve thorough governance and reputational risk planning.

This three-day course will help you understand how social media can help your business. It will also give you the practical skills to engage and assess the effectiveness of an evolving set of social media platforms.

The supplier's intensives are three-day programmes offering you a deep dive into specific digital disciplines. With content drawn from our academically accredited digital certificates, the intensives offer the practical training without the need for long-term commitment.


Who should attend?

This course is ideal for anyone involved in social media, communications, ecommerce, customer experience or marketing

Intensives are ideal for professionals looking to develop a new skillset or deepen their knowledge in a particular discipline.

They are also ideal for teams embarking on a new project where it's important that there's a strong, shared understanding of customer experience principles.

Course Requirements: Use of a laptop or tablet is recommended.

Delegates will learn how to

  • Sell the benefits of developing an integrated social media strategy
  • Develop a social media strategy for their organisation
  • Design a social media strategy that benefits from best practice approaches
  • Iterate and evolve a social media strategy as customer expectations and habits change over time


Day 1 - planning

Creating the business case

  • Creating the business case
  • Challenges to successful business integration
  • Social media maturity modelling
  • Example social organisations

Critical Success Factors

  • Understanding departmental needs and interdependencies
  • People planning - essential roles and processes
  • Capabilities and skills
  • Governance, regulation, policies and guidance
  • Change Management


  • Examples of best practice to highlight successful social media integration
  • Cross departmental alignment
  • Agency alignment

Developing the strategy

  • Internal and external research/audits
  • Aims and objective setting
  • Audience analysis and mapping
  • Operating models
  • Roadmaps
  • KPIs and measurement

Day 2 - Social media management

Social media platform management

  • Platform Typologies
  • Platform Planning (PESO - Paid, Earned, Shared, Owned)
  • Platform Management and engagement
  • Community Management and engagement
  • Content planning and management
  • Reputation Management
  • Crisis/issues management and escalation processes
  • Social customer service
  • Advanced techniques for optimum PESO engagement

Vendor/Technology Market Place

  • Industry Overview
  • Toolkits and Technologies - management, measurement and moderation
  • Implementation Considerations

Day 3 - Measurement and Optimisation

Information Management

  • Data Management
  • Content Management
  • Insight management

Measurement approaches

  • Metrics and KPIs
  • Appropriate Frameworks

3 Days


This is a QA approved partner course

Delivery Method

Delivery method


Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0113 220 7150 or email us at info@qa.com to discuss how we can help.

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