Information Technology (IT)
Company Size
100,000+ Employees
How a Big Tech Company Can Use Blackbird.AI for Post-Incident Response Monitoring to Navigate Public Backlash and Restore Narrative Control
24/7
monitoring of high-engagement narratives across fringe and mainstream platforms
Multiple
calls to action—boycotts, lawsuits, regulatory demands—surfaced and monitored in real-time
Problem Statement
Public media was awash with confusion about the cause of a data breach and who was to blame. The largest narratives, as measured by user engagement, pointed to a flaw in the company’s security infrastructure. A loss of trust in the company’s infrastructure posed a significant risk to revenue, as customers considered leaving for competitors—putting stock price and shareholder value at risk.
Process Before Blackbird.AI
The company lacks granular visibility into the public narratives taking shape across digital platforms. Traditional monitoring tools focus on volume and sentiment, failing to track how narratives are forming, who is promoting them, and which storylines show signs of becoming viral. The team cannot surface coordinated narrative escalation or determine the threat posed by community-based calls to action.
Solution
Blackbird.AI can provide situational understanding around both high-volume narratives and early-emerging risks. The Blackbird.AI platform monitors digital discourse to detect indicators of future virality, surfaces calls to action against the company and its executives, and maps how these narratives are either confined to specific online communities or spreading across platforms. Blackbird.AI also identifies the actors driving harmful narratives and provides a clearer understanding of network dynamics across fringe and mainstream media.
Customer Impact
The company could respond to the crisis in a proactive, constructive, and transparent manner while investigating the root cause of the breach. Blackbird’s intelligence can help enable the company’s PR agency to shape strategic messaging and target the right audiences based on influencer clusters and narrative trajectories. By gaining insight into both emergent and dominant narratives, the company can reduce uncertainty, stabilize public perception, and protecte long-term stakeholder confidence.