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