Revolutionising Meta's Social Media Crisis Response

During my tenure at Khoros, I led the development and implementation of a comprehensive crisis listening and response programme for one of the world’s largest technology companies, Meta. This initiative was designed to strengthen the brand’s ability to identify, assess and respond to emerging issues across digital and social channels in real-time. I worked closely with cross-functional teams, including data analysts, strategists and communications specialists, to design a system that continuously monitored brand sentiment, cultural trends and potential reputational risks.

Through the establishment of specialised workstreams and advanced monitoring protocols, the programme enabled Khoros strategists to remain proactive and alert to any brand-related or cultural crises that could affect Meta’s reputation. The automated escalation process ensured that critical issues were immediately brought to the attention of Meta’s leadership team, allowing them to make timely, informed decisions. In parallel, I led the creation of analytical frameworks that allowed our strategists to rapidly assess the relevance and potential impact of each situation, develop data-driven insights, and deliver actionable recommendations for crisis management and communication strategies.

Ultimately, this initiative not only enhanced Meta’s resilience during periods of heightened public scrutiny, but also reinforced Khoros’s position as a trusted strategic partner capable of delivering real-time intelligence and consultative support during moments of reputational risk.