本书针对平台管理员的岗位需求，系统介绍平台运营管理的关键技能。本书内容覆盖宣传准备，设备、软件和材料准备，风险评估，技术支持，互动管理，售后，复盘等多个方面，详细讲解如何发布产品图文信息、提供技术支持、管理用户互动，以及处理售后问题和进行数据复盘。同时，本书还强调风险判断与防控等风险评估及网络环境测试、设备选择与管理等技术支持的重要性，通过实操案例和详细的任务指导帮助学习者掌握平台管理员的核心职责，提升平台运营管理专业水平。本书可作为互联网营销师的培训教材，也可供相关从业人员参考。
唐红涛，副教授，研究方向为电子商务相关领域。
项目一 宣传准备····························································································1
（五级）任务一 网络搜索工具使用方法··························································1
（五级）任务二 产品图文信息发布技巧··························································7
（四级）任务三 产品宣传素材及计划制订······················································13
（四级）任务四 数据监控方案的主要内容······················································20
（四级）任务五 音视频转码的方法·······························································23
（三级）任务六 第三方资源库的建立方法······················································24
（三级）任务七 投入产出比的测算方法·························································25
习题········································································································28
项目二 设备、软件和材料准备·········································································29
（五级）任务一 硬件安装与调试方法····························································29
（五级）任务二 软件下载与安装方法····························································36
（五级）任务三 道具、场地选择方法····························································44
（四级）任务四 设备搭建与联调方法····························································46
（三级）任务五 设备检测标准与方法····························································49
习题········································································································51
项目三 风险评估···························································································53
（五级）任务一 断网、断电等故障的解决方法················································53
（五级）任务二 营销过程中法律、法规的风险判断方法····································57
（四级）任务三 团队协作风险的预判方法······················································62
（四级）任务四 风险应对计划的制订方法······················································64
（四级）任务五 设备、技术等故障的排除方法················································66
（三级）任务六 风险管理奖惩制度的主要内容················································67
（三级）任务七 风险防控方案的评估方法······················································69
习题········································································································71
项目四 技术支持···························································································72
（五级）任务一 网络环境测试·····································································73
（五级）任务二 直播设备连接与测试····························································74
（五级）任务三 产品链接发布·····································································75
（四级）任务四 设备选择的要求··································································79
（四级）任务五 直播间功能配置方法····························································84
（四级）任务六 产品素材的展示··································································86
（三级）任务七 设备管理的要求··································································91
（三级）任务八 协作规则的编写方法····························································92
（三级）任务九 互动特效的制作方法····························································94
（三级）任务十 舆论数据的查看方法···························································103
（三级）任务十一 实时数据的提供方法························································105
习题·······································································································107
项目五 互动管理··························································································109
（五级）任务一 用户沟通的原则及要求························································109
（五级）任务二 后台管理功能的操作方法·····················································112
（四级）任务三 互动管理规则的制定方法·····················································114
（四级）任务四 互动常见问题库的建立方法··················································116
习题·······································································································119
项目六 售后································································································121
（五级）任务一 发货进度查询方法······························································121
（五级）任务二 投诉问题的处理方法···························································123
（四级）任务三 售后标准工作流程的主要内容···············································124
（三级）任务四 智能交互系统的使用方法·····················································126
（三级）任务五 售后工作报告的主要内容和撰写技巧······································128
习题·······································································································131
项目七 复盘································································································132
（五级）任务一 营销数据采集····································································132
（五级）任务二 营销数据统计方法与工具·····················································135
（四级）任务三 营销数据复核方法······························································140
（四级）任务四 营销方案优化方法······························································142
（三级）任务五 数据维度和分析标准的制定方法············································142
（三级）任务六 数据采集操作流程的制定方法···············································145
习题·······································································································148
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