2. Communication and collaboration

Queensland Government employees communicate and collaborate with colleagues, stakeholders, customers and communities using a wide range of digital technologies.

Effective digital interaction supports:

• Better collaboration and teamwork
• Improved service delivery
• Faster information sharing
• More inclusive participation
• Better stakeholder engagement
• Improved customer experiences
• Productive remote and hybrid working

Choosing the right communication method can improve clarity, reduce misunderstandings and ensure information reaches the right people at the right time.

Digital interaction also requires employees to consider accessibility, inclusivity, professionalism and the needs of different audiences.

You may be demonstrating this competency when you:

• Select the most appropriate channel to communicate a sensitive issue, balancing urgency, audience needs and recordkeeping requirements.
• Facilitate a hybrid meeting where in-person and remote participants can contribute equally.
• Adapt digital communications to support accessibility, including plain language and inclusive presentation formats.

Tool availability and configuration differ between agencies. Use only systems approved by your agency.

Common tools

Tools are the digital technologies used to communicate and interact with others.

Examples include:

• Microsoft Teams
• Outlook
• SharePoint
• OneDrive sharing features
• Microsoft Forms
• Viva Engage (where enabled)
• Video conferencing platforms
• Intranets and collaboration platforms
• Customer and stakeholder engagement platforms
• Approved messaging and communication systems

Common processes

Processes are the ways of working that help communication remain clear, effective, accessible and professional.

Examples include:

• Selecting appropriate communication channels
• Following communication protocols and standards
• Using meeting and collaboration tools effectively
• Sharing information using agreed processes
• Practising respectful and professional communication
• Considering accessibility requirements
• Managing communication preferences and expectations
• Maintaining appropriate records of key decisions and actions
• Engaging stakeholders through suitable digital channels
• Using digital tools to support collaboration and participation

1. Think about a recent piece of communication or collaboration activity.
2. Identify the digital channel that was used.
3. Consider whether it was the best channel for the purpose.
4. Identify who the audience was.
5. Consider whether accessibility or inclusion needs were taken into account.
6. Reflect on whether the message achieved its intended outcome.
7. Identify one way the communication approach could be improved.
8. Apply that improvement to your next digital interaction.

Hint: Effective digital communication is not about using the newest tool. It is about choosing the most appropriate tool and approach for the audience, purpose and context.

DigComp 3.0 describes eight proficiency levels grouped into four broad bands. For simplicity, this Hub presents the four bands: Basic, Intermediate, Advanced and Highly advanced. The descriptions below are practical workplace interpretations of DigComp 3.0 and are not verbatim reproductions of the official competence statements.

Basic

With guidance as needed, individuals can:

• Use digital technologies to communicate with others.
• Identify common digital communication channels.
• Share simple information through digital technologies.
• Participate in basic digital interactions.

Intermediate

Individuals can:

• Select appropriate digital technologies for communication and interaction.
• Adapt communication approaches to different audiences.
• Participate effectively in digital environments.
• Use a range of digital communication and collaboration tools.
• Understand the benefits and limitations of different communication methods.

Advanced

Individuals can:

• Evaluate and select communication approaches for different contexts.
• Facilitate productive digital interactions and participation.
• Adjust communication strategies to achieve desired outcomes.
• Support others to engage effectively in digital environments.
• Promote inclusive and accessible communication practices.

Highly advanced

Individuals can:

• Design or improve digital communication approaches.
• Lead digital engagement activities involving diverse audiences.
• Promote effective and inclusive digital communication practices across teams.
• Support organisational approaches to communication and engagement.
• Contribute to improvements in how digital technologies support interaction and participation.

Digital Communication Planner

Objective

Plan and deliver a digital interaction using the channel and approach that best fit the audience, purpose and context.

Learning outcomes

After completing this activity, you will be able to:

• Define a communication objective.
• Choose an appropriate digital channel.
• Adapt communication for audience and accessibility needs.
• Review whether the interaction achieved its purpose.

Instructions

Using the downloadable template:

1. Choose a current communication activity.
2. Write the communication objective in one sentence.
3. Identify the audience and what the audience needs to know or do.
4. List available channels and compare their strengths and limitations.
5. Choose a channel and explain the choice.
6. Plan the message, timing, accessibility and follow-up.
7. Deliver the communication, then record the outcome and one improvement.

Reflection

Consider:

• Did the channel fit the purpose?
• Was the message clear and inclusive?
• What would you change next time?

Stretch activity (optional)

Plan the same message for a second audience and create a simple channel-selection guide for your team.

Evidence of completion

• The objective and audience are clear.
• Options are compared and a channel is selected.
• The outcome and an improvement are recorded.

Download: Digital Communication Planner QGov (Word)

• Queensland Government Web writing and style guide
  Guidance for clear, consistent and accessible digital communication.
• Queensland Government Digital service standard
  User-centred, accessible and secure digital service expectations.
• Queensland Government Design System - Designing
  Design and accessibility guidance for consistent digital experiences.
• Microsoft Teams training
  Free Microsoft learning resources for digital communication and collaboration.
• DigComp 3.0 - Competency 2.1
  Competence statements and learning outcomes for interacting through digital technologies.

After completing this competency section, consider:

• Do you consciously choose communication channels based on audience and purpose?
• Which digital communication tools do you use most often?
• When does email work better than chat, meetings or collaboration spaces?
• How do you ensure your communication is inclusive and accessible?
• What digital communication challenges do you encounter most frequently?
• What is one change you could make to improve your digital interactions?
• Which DigComp proficiency statement best reflects your current capability?

Queensland Government employees routinely share information with colleagues, stakeholders, agencies, suppliers and customers.

Effective digital sharing helps:

• Improve collaboration and teamwork
• Reduce duplication of effort
• Ensure people have access to the information they need
• Support consistent and informed decision-making
• Improve productivity and service delivery
• Maintain organisational knowledge

Information must also be shared responsibly.

Employees need to consider:

• Privacy obligations
• Information security requirements
• Access permissions
• Recordkeeping requirements
• Intellectual property considerations
• Agency policies and procedures

Sharing information effectively is about balancing collaboration with appropriate controls.

You may be demonstrating this competency when you:

• Share project information with internal and external stakeholders while ensuring permissions and information classifications are applied correctly.
• Publish guidance materials through approved platforms so staff can access current and accurate information.
• Coordinate cross-agency information sharing while maintaining privacy, confidentiality and governance requirements.

Tool availability and configuration differ between agencies. Use only systems approved by your agency.

Common tools

Tools are the digital technologies used to share information, content and data with others.

Examples include:

• SharePoint
• Teams
• OneDrive
• Outlook
• Power BI sharing and distribution features
• Intranets
• Content management systems
• Knowledge management platforms
• Approved file-sharing systems
• Approved collaboration platforms

Common processes

Processes are the agreed ways of working that help information be shared securely, appropriately and efficiently.

Examples include:

• Applying access permissions
• Managing sharing settings
• Following information security requirements
• Following privacy obligations
• Applying recordkeeping requirements
• Determining information ownership
• Reviewing information before sharing
• Using links rather than duplicate attachments where appropriate
• Controlling access to sensitive information
• Maintaining version control when collaborating

1. Select a document, report or resource that you regularly share.
2. Review how it is currently shared.
3. Identify who genuinely needs access.
4. Check whether permissions are appropriate.
5. Consider whether a link could be used instead of sending attachments.
6. Confirm that the information is current and approved for sharing.
7. Test whether recipients can access the information successfully.
8. Identify one improvement that would make sharing more secure or efficient.

Hint: Effective sharing is not about giving everyone access to everything. It is about ensuring the right people can access the right information at the right time.

DigComp 3.0 describes eight proficiency levels grouped into four broad bands. For simplicity, this Hub presents the four bands: Basic, Intermediate, Advanced and Highly advanced. The descriptions below are practical workplace interpretations of DigComp 3.0 and are not verbatim reproductions of the official competence statements.

Basic

With guidance as needed, individuals can:

• Share files and information using digital technologies.
• Recognise that information can be shared with different audiences.
• Use basic sharing functions provided by digital tools.
• Understand that some information should not be shared openly.

Intermediate

Individuals can:

• Share information, data and content using a range of digital technologies.
• Manage access and permissions when sharing information.
• Choose appropriate methods for sharing based on audience and purpose.
• Understand responsibilities relating to privacy, security and ownership.
• Collaborate by sharing information through digital environments.

Advanced

Individuals can:

• Evaluate and apply appropriate information-sharing approaches.
• Manage sharing practices across multiple digital environments.
• Support others in sharing information securely and effectively.
• Balance accessibility, collaboration and security requirements.
• Identify and address risks associated with information sharing.

Highly advanced

Individuals can:

• Design or improve approaches to information sharing and collaboration.
• Lead initiatives that improve organisational information sharing practices.
• Support teams to manage complex sharing and access requirements.
• Promote secure and responsible information-sharing behaviours.
• Contribute to improvements in organisational collaboration practices.

Information Sharing Review

Objective

Review how information is shared and improve access, security, version control and collaboration.

Learning outcomes

After completing this activity, you will be able to:

• Identify who needs access.
• Review sharing methods and permissions.
• Reduce unnecessary copies.
• Recommend a safer or more efficient sharing approach.

Instructions

Using the downloadable template:

1. Choose a document library, Teams workspace, dashboard or shared resource.
2. Record what information is shared and why.
3. List the people or groups who need access.
4. Review current links, permissions and sharing settings.
5. Check for duplicate files, emailed copies or unclear versions.
6. Identify privacy, security, ownership or recordkeeping risks.
7. Choose one improvement and record its owner and target date.

Reflection

Consider:

• Is access too broad or too limited?
• Could links replace attachments?
• How will permissions stay current?

Stretch activity (optional)

Review access from the viewpoint of an external partner and design a regular permission-review process.

Evidence of completion

• Access needs and settings are reviewed.
• Duplication or risk is identified.
• An improvement action is documented.

Download: Information Sharing Review QGov (Excel)

• Open data, information sharing, access and use policy
  Current requirements for sharing, accessing, licensing and using government information.
• Information access and use guideline
  Practical guidance for appropriate information access and release.
• Information and cyber security policy (IS18)
  Current mandated policy for risk-based protection of government information and systems.
• Information security classification framework (QGISCF)
  Guidance for classifying and protecting government information.
• Information privacy
  Queensland Government privacy obligations for personal information.
• SharePoint documentation
  Microsoft guidance on sharing, permissions and collaboration.
• DigComp 3.0 - Competency 2.2
  Competence statements and learning outcomes for sharing through digital technologies.

After completing this competency section, consider:

• How do you currently decide who should have access to information?
• Do you typically share files or links?
• Are permissions applied consistently and appropriately?
• What risks could arise from oversharing or undersharing information?
• How could collaboration be improved while maintaining privacy and security obligations?
• What is one improvement you could make to how information is shared within your team?
• Which DigComp proficiency statement best reflects your current capability?

Queensland Government employees are expected to participate effectively in digital environments, both as public servants and as contributors to organisational and professional communities.

Digital technologies increasingly shape how governments engage with communities, consult stakeholders, deliver services and make decisions.

Strong participation skills help employees:

• Contribute to communities of practice and professional networks
• Participate in digital consultation and engagement activities
• Engage with stakeholders through digital channels
• Support digital service delivery
• Share knowledge and lessons learned
• Collaborate across agencies and jurisdictions
• Promote inclusive participation and engagement
• Better understand community needs and expectations

Digital participation is becoming increasingly important as more services, consultations, communities and professional networks operate online.

You may be demonstrating this competency when you:

• Use digital consultation platforms to gather community feedback and ensure responses are captured transparently.
• Help colleagues understand how to access and use government digital services safely and effectively.
• Contribute to online engagement activities that encourage informed participation in government programs or initiatives.

Tool availability and configuration differ between agencies. Use only systems approved by your agency.

Common tools

Tools are the digital technologies used to participate, contribute and engage with others.

Examples include:

• Microsoft Teams
• SharePoint
• Viva Engage (where enabled)
• Microsoft Forms
• Webinars and virtual event platforms
• Online consultation platforms
• Professional networking platforms
• Government service portals
• Community and stakeholder engagement platforms
• Communities of practice and knowledge-sharing platforms

Common processes

Processes are the ways of working that help participation remain inclusive, respectful, effective and purposeful.

Examples include:

• Participating in professional communities
• Contributing to collaborative activities
• Sharing knowledge and expertise
• Providing constructive feedback
• Supporting digital consultation activities
• Following expectations for professional conduct
• Engaging respectfully with diverse viewpoints
• Supporting accessibility and inclusion
• Participating in organisational improvement activities
• Using digital channels to support community engagement

1. Identify a digital community, network or collaboration space you are a member of.
2. Reflect on how often you actively contribute.
3. Review recent discussions, activities or opportunities to participate.
4. Share a useful resource, lesson learned or insight relevant to the group.
5. Respond constructively to at least one other contribution.
6. Identify how participation could benefit your work, team or stakeholders.
7. Reflect on the outcome of your contribution.
8. Identify one way to increase your participation over the next month.

Hint: Meaningful participation is not about being the most active contributor. It is about providing useful, respectful and relevant contributions that add value for others.

DigComp 3.0 describes eight proficiency levels grouped into four broad bands. For simplicity, this Hub presents the four bands: Basic, Intermediate, Advanced and Highly advanced. The descriptions below are practical workplace interpretations of DigComp 3.0 and are not verbatim reproductions of the official competence statements.

Basic

With guidance as needed, individuals can:

• Access digital services and participation opportunities.
• Recognise ways that digital technologies support participation.
• Participate in simple online activities and communities.
• Use digital technologies to engage with others.

Intermediate

Individuals can:

• Participate actively in digital communities and networks.
• Use digital technologies to engage with organisations and stakeholders.
• Contribute to online discussions and collaborative activities.
• Access and use digital services effectively.
• Understand opportunities and limitations associated with digital participation.

Advanced

Individuals can:

• Select appropriate digital technologies to support participation and engagement.
• Facilitate participation and collaboration activities.
• Encourage inclusive and constructive participation.
• Support others to engage effectively in digital environments.
• Evaluate the effectiveness of participation approaches.

Highly advanced

Individuals can:

• Design or improve approaches for digital participation and engagement.
• Lead digital communities, networks or engagement initiatives.
• Promote inclusive and accessible participation practices.
• Support organisational approaches to digital engagement.
• Contribute to improvements in how technologies support participation and civic engagement.

Digital Participation Reflection Workbook

Objective

Make a useful contribution to a professional digital community, network or consultation and reflect on its value.

Learning outcomes

• Choose a relevant participation opportunity.
• Contribute respectfully and purposefully.
• Recognise inclusion and accessibility needs.
• Explain how participation supports work or development.

Instructions

Using the downloadable template:

1. Choose a professional community, network, consultation or collaboration space.
2. Write a participation goal.
3. Review recent discussions and identify three ways to contribute.
4. Make one relevant, respectful and accessible contribution.
5. Record the response, outcome or learning.
6. Choose one action to continue participating over the next month.

Reflection

Consider:

• How did the contribution help others?
• What made participation easy or difficult?
• How could participation support your role?

Stretch activity (optional)

Compare participation needs for two communities and plan an activity that encourages quieter members to contribute.

Evidence of completion

• A participation goal is recorded.
• At least one meaningful contribution is made.
• The outcome and next action are documented.

Download: Digital Participation Reflection Workbook QGov (Word)

• Queensland Government Digital service standard
  Supports inclusive, user-centred participation through digital services.
• Make digital services accessible
  Guidance for digital services that include users regardless of ability or environment.
• Digital Capability Uplift Community of Practice
  Queensland Government channel for cross-agency knowledge sharing and participation.
• Australian Government Digital Service Standard
  National guidance for inclusive and trustworthy digital services.
• Microsoft Teams training
  Free learning resources for participating and collaborating online.
• DigComp 3.0 - Competency 2.3
  Competence statements and learning outcomes for participating in society through digital technologies.

After completing this competency section, consider:

• Which digital communities or networks provide the most value to your work?
• How often do you actively contribute compared with simply observing?
• How does your participation benefit others?
• What barriers prevent you from participating more actively?
• How might increased participation support your professional development?
• How can you encourage others to participate and contribute?
• Which DigComp proficiency statement best reflects your current capability?

Queensland Government work is increasingly delivered through cross-functional teams, projects, programs, communities of practice and partnerships.

Effective digital collaboration helps employees:

• Work productively across locations and agencies
• Reduce duplication and rework
• Coordinate activities and responsibilities
• Share knowledge and expertise
• Improve decision-making
• Deliver services and projects more effectively
• Support hybrid and flexible work arrangements
• Create better outcomes for customers and stakeholders

Strong collaboration skills are increasingly important as more work is conducted through shared digital workspaces rather than individual documents and email chains.

Digital collaboration is most effective when people, processes and technology work together.

You may be demonstrating this competency when you:

• Coordinate a multi-disciplinary project team through shared workspaces, version-controlled documents and collaborative planning tools.
• Use approved AI-enabled features to support collaboration while maintaining human oversight of decisions and outputs.
• Establish clear roles, responsibilities and workflows within a digital project environment to improve delivery outcomes.

Tool availability and configuration differ between agencies. Use only systems approved by your agency.

Common tools

Tools are the digital technologies used to collaborate and work together.

Examples include:

• Microsoft Teams
• SharePoint
• OneDrive
• Microsoft Loop
• OneNote
• Outlook
• Microsoft Planner
• Microsoft To Do
• Microsoft Forms
• Collaborative workspaces and project management tools

Common processes

Processes are the agreed ways of working that help collaboration remain effective, transparent and productive.

Examples include:

• Co-authoring documents
• Sharing responsibilities and actions
• Providing constructive feedback
• Managing version control
• Using collaboration spaces effectively
• Maintaining shared records of decisions
• Coordinating activities across teams
• Tracking actions and progress
• Following agreed governance and approval processes
• Supporting inclusive participation

1. Identify a piece of work that currently involves multiple people.
2. Review how collaboration is currently occurring.
3. Identify any reliance on emailed attachments or disconnected versions.
4. Move the work into an appropriate shared collaboration space if approved.
5. Use comments or collaboration tools to gather feedback.
6. Track actions, decisions and responsibilities in a shared location.
7. Ask collaborators what worked well and what could be improved.
8. Identify one change that would make future collaboration more effective.

Hint: Effective collaboration is not about using more tools. It is about making it easier for people to contribute, coordinate and work together towards a shared outcome.

DigComp 3.0 describes eight proficiency levels grouped into four broad bands. For simplicity, this Hub presents the four bands: Basic, Intermediate, Advanced and Highly advanced. The descriptions below are practical workplace interpretations of DigComp 3.0 and are not verbatim reproductions of the official competence statements.

Basic

With guidance as needed, individuals can:

• Use digital technologies to support collaborative activities.
• Participate in shared digital environments.
• Contribute information and content to collaborative activities.
• Recognise opportunities to work with others using digital technologies.

Intermediate

Individuals can:

• Collaborate with others using a variety of digital technologies.
• Contribute to shared goals and outcomes through digital environments.
• Select suitable digital tools to support collaboration.
• Share information, knowledge and resources within collaborative activities.
• Understand the benefits and limitations of digital collaboration.

Advanced

Individuals can:

• Coordinate collaborative activities using digital technologies.
• Manage shared content and workflows.
• Facilitate productive collaboration across teams and stakeholders.
• Support others to collaborate effectively using digital tools.
• Improve collaborative practices within digital environments.

Highly advanced

Individuals can:

• Design or improve digital collaboration approaches.
• Lead collaborative initiatives involving multiple teams or stakeholders.
• Promote effective and inclusive collaboration practices.
• Support organisational approaches to digital teamwork and collaboration.
• Contribute to improvements in how digital technologies support collective work.

Collaboration Improvement Workbook

Objective

Review a shared work activity and make one practical change that improves coordination, contribution and visibility.

Learning outcomes

• Map how collaboration currently happens.
• Identify duplication, gaps and barriers.
• Improve how actions, decisions and feedback are managed.
• Measure the effect of a small change.

Instructions

Using the downloadable template:

1. Choose a project or task with several contributors.
2. Record the shared goal, contributors and tools used.
3. Map how files, messages, decisions, feedback and actions are managed.
4. Identify one pain point and choose one low-risk improvement.
5. Agree who will test it and for how long.
6. Gather feedback from at least one collaborator.
7. Record the result and decide whether to keep, adjust or stop the change.

Reflection

Consider:

• Could everyone contribute?
• Were decisions and actions visible?
• What caused the most rework?

Stretch activity (optional)

Compare the current approach with a different collaboration model and draft team working agreements.

Evidence of completion

• The current collaboration approach is mapped.
• A pain point and improvement are identified.
• Feedback and a decision are recorded.

Download: Collaboration Improvement Workbook QGov (Excel)

• Digital Capability Uplift Community of Practice
  Example of cross-agency digital collaboration and knowledge sharing.
• Records governance policy
  Requirements for capturing reliable records of collaborative work.
• Use of core and common solutions framework
  Supports reuse and reduced duplication across government.
• Microsoft Teams training
  Free learning resources for teamwork and collaboration.
• DigComp 3.0 - Competency 2.4
  Competence statements and learning outcomes for collaborating through digital technologies.

After completing this competency section, consider:

• What helps your team collaborate effectively?
• What causes the most frustration during collaborative work?
• Are decisions, actions and responsibilities clearly visible?
• How effectively are shared workspaces being used?
• What processes could be simplified or improved?
• How could collaboration be made more inclusive and efficient?
• Which DigComp proficiency statement best reflects your current capability?

Queensland Government employees communicate and collaborate with colleagues, leaders, stakeholders, customers and communities through a range of digital channels.

The way people behave online and in digital workspaces can influence:

• Workplace culture
• Collaboration and teamwork
• Stakeholder relationships
• Community trust and confidence
• Inclusion and accessibility
• Psychological safety
• Organisational reputation

Strong digital etiquette skills help employees:

• Communicate professionally and respectfully
• Build positive working relationships
• Reduce misunderstandings and conflict
• Support inclusive participation
• Foster productive online discussions
• Contribute to a safe and respectful workplace

Digital communication can sometimes feel less personal than face-to-face communication, making it even more important to communicate thoughtfully and respectfully.

You may be demonstrating this competency when you:

• Manage a difficult online discussion respectfully and professionally while maintaining focus on outcomes.
• Challenge inappropriate behaviour in a digital workspace and reinforce expected standards of conduct.
• Model inclusive communication practices that encourage participation from people with diverse experiences and backgrounds.

Tool availability and configuration differ between agencies. Use only systems approved by your agency.

Common tools

Tools are the digital technologies used to communicate and interact with others.

Examples include:

• Microsoft Teams
• Outlook
• SharePoint comments and discussions
• Microsoft Loop
• OneNote collaboration spaces
• Viva Engage (where enabled)
• Webinar and virtual event platforms
• Community and discussion forums
• Customer and stakeholder engagement platforms

Common processes

Processes are the behaviours and practices that support respectful, productive and inclusive digital interactions.

Examples include:

• Applying professional communication standards
• Considering audience, tone and context
• Using respectful and inclusive language
• Providing constructive feedback
• Following meeting etiquette
• Supporting accessibility and inclusion
• Respecting diverse opinions and perspectives
• Managing conflict professionally
• Being mindful of digital wellbeing and communication overload
• Modelling positive behaviour in digital environments

1. Review a recent email, Teams message or online discussion you participated in.
2. Consider the audience and purpose of the communication.
3. Reflect on the tone that was used.
4. Consider whether the message was clear, respectful and professional.
5. Identify any assumptions or wording that could have been misunderstood.
6. Ask yourself whether the communication encouraged constructive engagement.
7. Identify one improvement you could make to future digital communications.
8. Apply that improvement the next time you communicate online.

Hint: Good digital etiquette is not about being formal all the time. It is about communicating in a way that is respectful, appropriate and effective for the audience and situation.

DigComp 3.0 describes eight proficiency levels grouped into four broad bands. For simplicity, this Hub presents the four bands: Basic, Intermediate, Advanced and Highly advanced. The descriptions below are practical workplace interpretations of DigComp 3.0 and are not verbatim reproductions of the official competence statements.

Basic

With guidance as needed, individuals can:

• Recognise that different digital environments may have different communication norms.
• Demonstrate respectful behaviour when interacting online.
• Be aware that digital actions may affect others.
• Follow basic expectations for appropriate online conduct.

Intermediate

Individuals can:

• Adapt communication approaches to different audiences and digital environments.
• Apply appropriate standards of behaviour when interacting online.
• Communicate respectfully and professionally through digital technologies.
• Consider the impact of digital communications on others.
• Recognise the importance of inclusion and accessibility in digital interactions.

Advanced

Individuals can:

• Promote positive and respectful interactions in digital environments.
• Manage challenging or sensitive interactions constructively.
• Support others to communicate appropriately online.
• Encourage inclusive participation and engagement.
• Adapt communication approaches for complex situations and diverse audiences.

Highly advanced

Individuals can:

• Lead by example in promoting positive digital behaviours.
• Foster respectful and inclusive digital cultures.
• Support organisational approaches to digital communication and engagement.
• Guide others in managing complex digital interactions.
• Contribute to improvements in digital communication practices and standards.

Digital Communication Reflection Workbook

Objective

Review a digital interaction and improve clarity, respect, inclusion and professionalism.

Learning outcomes

• Assess tone and clarity.
• Recognise how digital messages may affect others.
• Use inclusive and respectful communication.
• Create a personal digital etiquette commitment.

Instructions

Using the downloadable template:

1. Choose a recent email, chat, online discussion or feedback exchange.
2. Describe the audience, purpose and digital channel.
3. Review tone, wording, structure and timing.
4. Check whether the message was clear, respectful, inclusive and accessible.
5. Identify wording or assumptions that could be misunderstood.
6. Rewrite one part or plan one improvement.
7. Write one personal commitment for future interactions.

Reflection

Consider:

• How might another person read the message?
• Did the interaction encourage a useful response?
• How would you manage disagreement differently?

Stretch activity (optional)

Ask a trusted colleague to review the interaction and create three practical netiquette tips for your team.

Evidence of completion

• The interaction is reviewed.
• At least one improvement is identified.
• A personal commitment is recorded.

Download: Digital Communication Reflection Workbook QGov (Word)

• Queensland Government Web writing and style guide
  Guidance for clear, respectful and accessible digital communication.
• Employee health, safety and wellbeing
  Queensland Government workplace wellbeing guidance.
• eSafety - Online abuse in the workplace
  Practical guidance for recognising and responding to online abuse at work.
• UQ - Safety and respect online
  Practical guidance on respectful online behaviour and bystander action.
• Microsoft Teams training
  Free learning resources for communication and collaboration.
• DigComp 3.0 - Competency 2.5
  Competence statements and learning outcomes for netiquette.

After completing this competency section, consider:

• How does your communication style change across different digital channels?
• How do you ensure your messages are respectful and clear?
• What behaviours help create positive and productive digital environments?
• How do you respond when disagreements occur online?
• How do you support inclusion and accessibility in digital interactions?
• What is one improvement you could make to your digital communication habits?
• Which DigComp proficiency statement best reflects your current capability?

Queensland Government employees interact with a wide range of digital systems, online services, collaboration tools and professional networks.

Every digital interaction contributes to a person's digital identity and, in some cases, can influence the reputation of their team, agency or the Queensland Government more broadly.

Strong digital identity management helps employees:

• Maintain professional credibility
• Build trust with colleagues and stakeholders
• Protect personal and organisational reputation
• Manage information shared online
• Use professional networks appropriately
• Reduce risks associated with oversharing
• Understand how digital activities create a lasting digital footprint
• Navigate digital environments safely and responsibly

Digital identity is not limited to public social media. It also includes profiles, accounts, contributions, interactions and content created across workplace digital systems.

You may be demonstrating this competency when you:

• Maintain a professional digital presence that accurately reflects your role and responsibilities.
• Review privacy and profile settings across work-related platforms to minimise unnecessary exposure of personal information.
• Manage multiple digital identities appropriately when working across projects, systems or stakeholder groups.

Tool availability and configuration differ between agencies. Use only systems approved by your agency.

Common tools

Tools are the digital technologies used to establish, maintain and manage digital identities.

Examples include:

• Microsoft 365 profiles
• Teams profile cards
• Outlook profiles and signatures
• LinkedIn
• Professional networking platforms
• Agency intranets
• Communities of practice
• Online collaboration platforms
• Identity and access management systems
• Social media platforms used in accordance with agency requirements

Common processes

Processes are the actions and behaviours used to manage digital identity and reputation effectively.

Examples include:

• Maintaining accurate profile information
• Reviewing digital footprints
• Managing privacy and visibility settings
• Separating personal and professional activities where appropriate
• Monitoring professional online presence
• Managing online reputation
• Using professional communication standards
• Following agency social media and communication policies
• Managing access credentials appropriately
• Reviewing information shared publicly

1. Review one of your professional digital profiles or accounts.
2. Check that your role, contact details and profile information are accurate and current.
3. Search for your name using an approved search engine.
4. Review what information is publicly visible.
5. Consider whether the information supports your professional identity.
6. Review privacy and visibility settings where appropriate.
7. Identify any information that is inaccurate, outdated or unnecessary.
8. Make one improvement that strengthens your professional digital presence.

Hint: Managing digital identity is not about removing your digital presence. It is about ensuring your digital presence accurately reflects who you are and how you want to be perceived.

DigComp 3.0 describes eight proficiency levels grouped into four broad bands. For simplicity, this Hub presents the four bands: Basic, Intermediate, Advanced and Highly advanced. The descriptions below are practical workplace interpretations of DigComp 3.0 and are not verbatim reproductions of the official competence statements.

Basic

With guidance as needed, individuals can:

• Recognise that digital technologies create digital identities and digital footprints.
• Identify simple ways to manage personal information online.
• Understand that online actions may have consequences.
• Maintain basic profile information in digital environments.

Intermediate

Individuals can:

• Manage one or more digital identities across digital environments.
• Adjust privacy and visibility settings appropriately.
• Understand how digital interactions influence reputation.
• Maintain a professional digital presence.
• Manage information associated with their digital identity.

Advanced

Individuals can:

• Evaluate the benefits and risks associated with different digital identities.
• Adapt digital identity management approaches for different contexts.
• Support others to manage digital identities appropriately.
• Maintain a professional and trusted online presence.
• Balance visibility, participation and privacy considerations.

Highly advanced

Individuals can:

• Develop and improve approaches for managing digital identity and reputation.
• Support others in managing complex digital identity issues.
• Promote responsible digital identity practices.
• Guide professional and organisational approaches to managing online presence.
• Contribute to improvements in digital identity awareness and capability.

Digital Identity Health Check Workbook

Objective

Review and improve a professional digital presence while considering accuracy, privacy, visibility and reputation.

Learning outcomes

• Identify professional digital profiles and footprints.
• Check profile accuracy and consistency.
• Review privacy and visibility settings.
• Plan improvements that support a professional identity.

Instructions

Using the downloadable template:

1. List work-related digital profiles and accounts.
2. Record the purpose and audience for each profile.
3. Check that role, contact and profile details are current.
4. Review what information is visible and who can see it.
5. Search for your name using an approved search engine.
6. Identify outdated, inaccurate, unnecessary or risky information.
7. Choose at least one improvement and record the action and completion date.

Reflection

Consider:

• What impression does your digital presence create?
• Are privacy and visibility settings appropriate?
• What should be reviewed again later?

Stretch activity (optional)

Compare your presence across two platforms and develop a simple professional profile standard.

Evidence of completion

• Profiles and visibility are reviewed.
• At least one risk or gap is identified.
• An improvement action is documented.

Download: Digital Identity Health Check Workbook QGov (Excel)

• Information privacy
  Queensland Government responsibilities for managing personal information.
• Information and cyber security policy (IS18)
  Current requirements for protecting government information, identities and systems.
• QChat Terms and Conditions of use
  Explains authorised identity, access and user responsibilities for QChat.
• Australian Cyber Security Centre - Protect yourself
  Practical account, identity and device protection guidance.
• eSafety Commissioner
  Australian online safety guidance, including digital footprint and identity risks.
• DigComp 3.0 - Competency 2.6
  Competence statements and learning outcomes for managing digital identity.

After completing this competency section, consider:

• What information about you is publicly visible online?
• Does your digital presence accurately reflect your current professional role?
• Are your profiles current and consistent?
• How effectively are you managing privacy and visibility settings?
• What are the benefits and risks of your current digital presence?
• What is one improvement you could make to strengthen your professional digital identity?
• Which DigComp proficiency statement best reflects your current capability?