Type of work: Managing, presenting and researching

Date: June 2013- June 2014

Audience targeted: GSK employees

Tactics:

Reports:

Arrange initial calls to explain what a report can offer and the different levels of reporting that are available

Understand what the clients would like to understand by having a questionnaire completed by the client

Send the completed questionnaire to Analysts to be made into a project brief along with an estimated project cost

Arrange and chair a kick-off call between both clients and the analysts to ensure complete understanding and expectations before the project is started

Be the primary point of contact between the client and analysts if any questions or queries are raised

Arrange and chair a interim review call before the report is completed to ensure everyone will be happy with the outcome and to make any changes needed

Ensure clients are happy with the final report Check back in with clients a few weeks later to find out

how the report/s have been used

Evaluation: At present (January 2014) this project is only half way completed and there is currently 7 Listening Lab installs in progress with more recent interest. Our analysts have run 6 reports in the past 3months and I am currently in discussion with two more potential clients.

Tactics:

Installations:

Present the listening lab to potential clients and explain the benefits of what the lab has to offer

Send out the LL installation pack to those interested ( a list of materials needed)

Liaise with those interested in LL installs about what they would like to see on the screens when they are up and running e.g. specific brands or categories

Run simple searches myself such as basic content around e-cigarettes

“We used the research to better inform our content on global patient/consumer-focused channels, including Facebook and Twitter. By better understanding consumer questions and gaps in existing content, we were able to develop actionable insights that guided the content development in these channels resulting in true value to our digital presence. As a result of these insights we’ve seen an average weekly increase of ~100 followers on our global Facebook page” (Rachel Garcia, Stiefel)

Strategy: To encourage GSK to make the most out of the Listening Lab services

Objective:

To have listening labs in every market – 20 by June 2014 To run more reports in 2014 than in 2013

Samantha Hill

Q The Listening Lab: Installations and Reports

Involvement: I have presented the Listening Lab in GSK house too many different people explaining what the listening lab shows, why it is important and the basic context of the build. I have managed the conversations between clients and our analysts who run the reports.

Reflection:

This project has really taken off over the last few months and has introduced a new feature (consumer calls) which adds to its diversity. In 2014 there are plans in place to increase demand for this service so that the business can really make the most of this service.

I’ve really enjoyed working on this project because it has encouraged me to take ownership of meetings which has intern boosted my confidence. It has educated me on the benefits of using social media in a business and has changed my perception of social media monitoring. I personally feel like this is a vital service for any business to have as it enables the consumer’s voice to be heard and understood in a simple way.