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skills/community-ops/SKILL.md

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+---
+name: community-ops
+description: Use to orchestrate workflows, tooling, and automation for community programs.
+---
+
+# Community Operations Playbook Skill
+
+## When to Use
+- Standing up new community channels, automation, or tooling.
+- Coordinating moderator schedules, onboarding flows, and partner access.
+- Auditing operations for consistency, compliance, or scale.
+
+## Framework
+1. **Channel Setup** – naming conventions, permissions, integrations, and backup owners.
+2. **Workflow Automation** – welcome flows, tagging, escalation triggers, and reporting pipelines.
+3. **Resource Management** – moderator rosters, ambassador kits, and knowledge base updates.
+4. **Compliance & Security** – access reviews, data retention, legal approvals, and crisis playbooks.
+5. **Continuous Improvement** – retros, tooling evaluations, and experiment backlog.
+
+## Templates
+- Channel launch checklist (config, automation, QA, analytics hooks).
+- Moderator shift planner with coverage heatmap.
+- Automation registry (flow, trigger, owner, status, notes).
+
+## Tips
+- Keep SOPs in a shared workspace with version history.
+- Pair with `escalation` skill to ensure automation ties into incident paths.
+- Review automation logs weekly to catch failures before members notice.
+
+---

skills/escalation/SKILL.md

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+---
+name: escalation
+description: Use to define incident tiers, response protocols, and stakeholder communications.
+---
+
+# Community Escalation Framework Skill
+
+## When to Use
+- Preparing moderators for sensitive situations (security issues, harassment, outages, leaks).
+- Coordinating cross-functional response when community incidents impact customers or brand.
+- Reviewing past incidents to tighten governance and tooling.
+
+## Framework
+1. **Tiering** – classify incidents (info request, policy violation, critical escalation) with examples.
+2. **Ownership** – map responders per tier (moderators, comms, legal, security, exec sponsor).
+3. **Response Playbooks** – outline steps, messaging, approvals, and timelines per tier.
+4. **Tooling & Evidence** – define logging requirements, screenshots, data retention, and ticketing.
+5. **Post-incident Review** – document root cause, remediation, and preventive actions.
+
+## Templates
+- Escalation matrix (tier → trigger → primary owner → backup → SLA).
+- Incident log form with fields for context, actions, and status.
+- Postmortem template (summary, timeline, impact, actions, follow-ups).
+
+## Tips
+- Tie escalation flows into `community-ops` automation for faster routing.
+- Keep response macros ready for common issues to ensure consistent tone.
+- Conduct quarterly tabletop exercises to keep responders aligned.
+
+---

skills/sentiment-analysis/SKILL.md

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+---
+name: sentiment-analysis
+description: Use to interpret qualitative feedback, trends, and risks across community
+  channels.
+---
+
+# Community Sentiment Analysis Skill
+
+## When to Use
+- Monitoring community tone during launches, incidents, or roadmap changes.
+- Preparing executive updates that require member sentiment context.
+- Prioritizing response or enablement efforts based on emerging themes.
+
+## Framework
+1. **Signal Sources** – forums, chat transcripts, surveys, social listening, support tickets.
+2. **Tagging Schema** – categorize by emotion, topic, product area, persona, and severity.
+3. **Trend Analysis** – track frequency over time, correlate with launches or incidents.
+4. **Risk Scoring** – define thresholds for escalation (negative volume, influencer involvement, compliance).
+5. **Action Loop** – translate findings into comms responses, content updates, or product feedback tasks.
+
+## Templates
+- Sentiment tagging sheet (message → tags → severity → owner).
+- Trend report layout with charts + narrative.
+- Escalation matrix referencing response SLAs.
+
+## Tips
+- Combine manual review with NLP dashboards to balance accuracy + scale.
+- Capture representative quotes for exec storytelling.
+- Pair with `measure-engagement` command to provide recommendations alongside metrics.
+
+---