Cisco’s First Global Social Crisis Response Strategy
Project Description:
Create a globally integrated social crisis workflow to identify crisis situations quickly, develop response plans and tracking mechanisms, and execute a seamless global response.
My Role:
Initiated and led a global collaborative task force of Security, Legal, Regional Teams, Human Resources, Social Governance, Corporate Communications, Social Listening, and more in developing Cisco’s first social crisis plan and workflows.
Developed workflows that seamlessly integrated with existing crisis response plans across the company, established listening alerts to notify the team of potential crisis surges, established Twilio SMS emergency notification integration with Sprinklr social listening tool, and trained the global organization on process and execution. Led ongoing crisis surge alert review and action evaluation.
Results:
Social Crisis Response & Resolution Model
Crisis Scenarios Identified With Surge/Threshold Alerts
