Crisis And Moderation
Use when something goes wrong on social — the crisis-and-moderation playbook for negative moments, pile-ons, misinformation/deepfakes about the bra…
By Frank Heijdenrijk, MIT licence. Shared here with credit.
Crisis & Moderation
The when-things-go-wrong playbook — and the highest-stakes skill in the library. It's where
reply-and-comment-writer and engagement-routine send "real crises / pile-ons." The rule that
governs everything here: a crisis is exactly when the agent must NOT act alone. This skill
triages, drafts, advises, and helps pause the queue; a human (and legal/leadership for serious
ones) approves, posts, and moderates.
Step 0 — Read the brand + the situation
Load brand-profile.md / voice.md (the voice still applies, a touch more serious). Get what actually
happened from the user — don't act on a half-picture.
Step 1 — Triage first (don't react yet)
Confirm the facts, then classify + rate severity: is this a single complaint (→
reply-and-comment-writer, not a crisis) or a real one? Low = customer care; medium = PR/
support; high = legal + leadership. Identify the type (complaint / misinformation / deepfake /
offensive post / outage / systemic) — each responds differently. See references/triage-and-severity.md.