1.4 KiB
1.4 KiB
name, description
| name | description |
|---|---|
| escalation | 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
- Tiering – classify incidents (info request, policy violation, critical escalation) with examples.
- Ownership – map responders per tier (moderators, comms, legal, security, exec sponsor).
- Response Playbooks – outline steps, messaging, approvals, and timelines per tier.
- Tooling & Evidence – define logging requirements, screenshots, data retention, and ticketing.
- 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-opsautomation for faster routing. - Keep response macros ready for common issues to ensure consistent tone.
- Conduct quarterly tabletop exercises to keep responders aligned.