See the bad buzz forming, while a reply still changes it.
A crisis is rarely a surprise, it is a signal someone saw too late. A single complaint gets a few agreeing replies, then a screenshot, then momentum, and by the time it reaches you it is a narrative instead of a moment. Eko's job is to catch the acceleration early: the negative spike, the pile-on forming, the post gaining reach, brought into the channel in minutes with a drafted response.
Crisis detection, also called bad buzz detection, is the practice of catching a negative conversation about your brand while it is still small and fast-moving, so you can respond, correct or de-escalate before it spreads into a wider reputation problem.
01
Catch the acceleration, not just the mention
Eko watches for negative mentions gaining traction fast: replies stacking up, reach climbing, the same complaint repeating. A single grumble waits for the digest, a spike interrupts the channel immediately.
02
Brief and draft in minutes
The moment something is building, Eko lands it in the channel with what is being said, where, how fast it is spreading, and a drafted response in your voice, so your team can decide and reply while it still changes the outcome.
03
Assign an owner before it splinters
A forming crisis gets an owner, not a group shrug. Eko hands the thread to the right person with full context, so the response is coordinated instead of five people typing over each other.
Crisis detection is Eko's job, not Buska's. Eko never DMs anyone or works the pipeline during a crisis. Her focus is helping your team respond fast and calmly, in the channel, before a moment becomes a story.
# market-listening
Eko's desk · signals, briefs & market memos · Social intelligence by Buska
EkoApp9:47 AM
X · Thread · 42 replies, 210 reposts · Jess Tran (12.4k followers · ops community) · 23 min ago · View original
“PSA: Waypoint has double-charged us two months in a row and support keeps closing the ticket. Anyone else? Starting to regret the migration.”
Why it matters: This is your third billing complaint this month, but the first from an account with reach. Left alone for a few hours, it becomes the top result for 'Waypoint billing'.
Recommended: Assign to Dan (Support) now. Reply publicly within the hour acknowledging the issue, move details to DM. I've drafted a response in your support voice.
Rule applied · Reputation risk escalates immediately: Negative signals gaining traction are flagged as critical, posted in-channel and recommended for assignment within minutes, not batched into the digest.
< 15 min
from a negative spike to a briefed team with a draft
1 owner
assigned per forming crisis, no coordination chaos
24/7
watch, so a Saturday pile-on does not wait until Monday
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