Wow! In spite of all of the wonderful feedback I have received throughout my internship (both internally and externally), this week was undoubtedly the point of culmination for my time at Spring & Sprout this semester. Listening to the final, digital versions of the voice queue projects rendered me speechless. While I remain conscious of the fact that no one will know—let alone question—were these voice messages came from, this project was a personal victory for me for two primary reasons.
First, while I recognize this is an admittedly selfish mindset, I hold this project as a personal victory because it represents one of my first “published” pieces of work, intended for public consumption. While my other projects this semester (including the social media calendar, dashboard metrics, etc.) have been released to the team at large, the voice queues are the first project(s) to be released for consumption by communities outside of Spring & Sprout; the thought alone is mind blowing to me. Moving forward with my endeavors, not only after my time at Spring & Sprout but also after Transylvania, I am eager to be able to present these queues as viable, professional work that I am proud.
Secondly, and most importantly, the final voice queues represent a victory as they are a “tangible” representation of my positive contribution to the team’s vision for their role as a dental management company. In particular, I find this project aligning with Spring and Sprout’s mission which reads:
We strive to positively affect the lives of our patients, their families, our employees and our communities. We accomplish this by treating all parties with respect and empathy. We support our patients and their families through multiple locations and specialists, patient education…and access to superior dental care…
Having spent the past six months dealing with my own phone calls to insurance providers and doctors for a myriad of reasons, I understand all too well the festering frustration that builds as you are put on hold more frequently and for extended periods of time. In light of this, I have strived to harness my own experiences for the benefit of the Spring & Sprout patient experience in every perceivable way available to me.
In conjunction, my own experience as a patient alongside my rhetorical background have allowed me to critically examine the work I produce in relation to Spring & Sprout’s mission. Accordingly, the following ideals played an integral role in the drafting of the phone queues I produced:
- Respect, Empathy, and Ethos. Spring & Sprout’s mission is largely centered on respecting their patients in a manner that acknowledges parent’s concerns for their children via validation of their worries and concerns. In turn, this facilitates an ethos-based appeal on behalf of the team as a trusted, credible resource for pediatric dentistry needs. My phone queues were crafted in accordance with both ideals as they work to balance patient education of operations and procedures to facilitate transparency between patients and practices.
- Support and Pathos. From inception, the phone queues are intended to emphasize Spring & Sprout’s role as a support system to parents. Through patient education, Spring & Sprout is able to more easily exhibit their support to patients in a manner that establishes an appeal to emotions via reassurance and support. This connection is integral in developing and maintaining a strong patient-base. Accordingly, the phone queues serve as an excellent means of opportunity for patient education in areas of establishing good oral hygiene habits, regular care, and frequently asked questions.
- Superior Dental Care and Logos. While Spring & Sprout’s primary function is to educate and support parents in caring for their children, at the end of the day, they are still a growing business. In this regard, it is still important for the team to be able to highlight what makes them competitive in the industry in terms of state-of-the-art technology and services. By doing this, the team is better able to show parents that choosing to place their trust in Spring & Sprout practices is a logical decision.
Overall, I think the queues are one of the works I am most proud of. They were the perfect opportunity to tie together my personal, academic, and professional experiences in a manner that is befitting of the team’s mission and vision for Spring & Sprout. As my internship comes to a close for the semester, I am shifting my focus to Spring & Sprout’s social media usage. I aim to garner a foundation for the team moving forward by identifying audiences, mediums, and messages that will be most beneficial to their efforts in the future as they continue to develop their own brand.