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-ops automation for faster routing.

• Keep response macros ready for common issues to ensure consistent tone.

• Conduct quarterly tabletop exercises to keep responders aligned.