GOOGLE WORKSPACE GEN AI (2023)

Social Media Support / Social Listening

Objective

1) Conduct social listening to understand how consumers are reacting to new Gen AI features

2) Create daily reports (summarizing social listening findings), to present to leadership

Responsibilities

  • Conduct daily social listening using X (formerly Twitter) and Sprinklr

  • Create a high-level daily recap deck with Top Positive Social Sentiment, Top Negative Social Sentiment, daily summary, competitive landscape, and recommendations

  • Create a detailed spreadsheet with all social listening findings

  • Flag any tweets that may need review by PR, Product teams and Senior Leadership

Know the User

The consumer is the most important stakeholder, so it was essential to understand their views on our AI offerings, in addition to the global perspective of our tools and their performance. After Google IO 2023 and the announcement of Gen AI features on Google Workspace, we began strategic social listening.

Featured below are slides from the high level recap deck which I constructed.

Results Snapshot

1) 80+ hours of social listening resulted in various stakeholders being equipped with data that was useful in improving product, marketing, and business decisions

2) Identified high-performing, positive tweets about Google Workspace that was re-tweeted and utilized to increase social engagement