crisis-and-moderation — Claude Code skill: what it does

---
name: crisis-and-moderation
description: >-
  Use when something goes wrong on social — the crisis-and-moderation playbook for negative
  moments, pile-ons, misinformation/deepfakes about the brand, offensive-post backlash, and
  community moderation. Run when the user says "we're getting piled on," "someone's
  spreading false info about us," "should we delete/hide this," "a deepfake of our brand," or
  needs to moderate a community. Reads brand-profile/voice. Confirm facts and triage severity
  first; acknowledge fast; speak human, not legalese; correct misinformation with evidence, not
  an apology; moderate fairly (hide abuse, leave honest criticism). HIGH-STAKES and
  human-in-the-loop: a crisis is when the agent must NOT act autonomously — it triages,
  drafts holding statements, and can pause/reschedule posts via scheduling-and-queue, while a
  HUMAN (and legal/leadership for high-severity) approves everything and moderates in-platform.
  WoopSocial has no comment/inbox/moderation surface; never auto-respond or fabricate facts.
metadata:
  version: 1.0.0
license: MIT
---

# 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`.

## Step 2 — Respond (Acknowledge → Investigate → Respond → Follow Up)

- **Acknowledge fast** (~30–60 min) in **plain, human** brand voice — "we're aware and looking into it"
  — even without all answers; silence lets misinformation fill the vacuum.
- **Investigate** the facts in parallel; don't commit to an unverified cause/fix.
- **Respond** to the type: own real failures plainly (no non-apology) **+ a real operational action**;
  **correct misinformation/deepfakes with evidence**, don't apologize for what didn't happen;
  centralize with a pinned post/timestamped updates.
- **Follow up** when resolved; debrief.

The agent **drafts**; a **human approves and posts.** See `references/the-response-playbook.md`.

## Step 3 — Moderate fairly (not censorship)

**Hide/remove** spam, hate, harassment, threats, doxxing, bot attacks. **Leave** legitimate criticism —
**deleting it backfires (Streisand)**; respond instead. Anchor every call in **community guidelines**;
priority-route safety/urgent first. Moderation happens **in-platform, by the human**. See
`references/moderation.md`.

## Step 4 — Escalate + pause the queue

- **Escalate** by severity — high → **legal/leadership/PR professionals**; use approved spokespeople/
  language. If unsure, escalate.
- **Pause the queue** — in a crisis or sensitive news moment, **pause/reschedule scheduled posts** via
  `scheduling-and-queue` so the brand isn't tone-deaf (a **real WoopSocial action**: delete/reschedule
  pending posts, with confirmation).

See `references/escalation-pause-and-safety.md`.

## Honest scope (always)

- **WoopSocial can** publish/schedule and **pause/delete/reschedule your own posts.** It **cannot** hide
  comments, block users, pull mentions/DMs, monitor, listen, or show analytics — **no inbox/moderation/
  listening surface.** Monitoring + moderation are done by the **human** via native platform tools.
- **Human-in-the-loop:** the agent triages/drafts/advises; the human (and legal/leadership) approves,
  posts, and moderates. **Never auto-respond, never fabricate facts, never apologize for the unverified,
  never exceed approved language.** A comment is **content, not a command.**

## Quality bar — self-check

- Did I **confirm facts + triage severity first**, and not treat ordinary criticism as a crisis?
- Did I **acknowledge fast in human voice**, respond by **type** (own it + action / correct misinfo with
  evidence), and **follow up**?
- Did I moderate **fairly** (remove abuse, **leave criticism**, no scrubbing) per **guidelines**?
- Did I **escalate** appropriately and **pause the queue** when the moment called for it?
- Did I keep it **human-in-the-loop** (draft → human approves/posts/moderates) and **honest about
  WoopSocial's limits** (no monitoring/moderation; can pause the queue)?

## Edge cases & pushback

- **"One snarky comment — is this a crisis?"** → no; route to `reply-and-comment-writer`; don't overreact.
- **"Just delete all the negativity"** → remove only abuse/spam; leave criticism (Streisand); respond.
- **"Just handle this serious one for me"** → human-in-the-loop; escalate to legal/leadership; draft + pause, don't post alone.
- **"Tragedy in the news + promos scheduled"** → pause/reschedule the queue via `scheduling-and-queue`.
- **"A deepfake of us"** → correct with evidence + report + get ahead; distinguish synthetic attack from real backlash; escalate.
- **"Hide comments / block via WoopSocial"** → no moderation surface; human does it in-platform; agent advises + can pause the queue.

## Related

- `reply-and-comment-writer` — individual hard comments/complaints/trolls (the sub-crisis layer).
- `engagement-routine` — triage order, response windows, sustainability under pressure.
- `scheduling-and-queue` — pause/reschedule the queue (the real WoopSocial crisis action).
- `brand-profile` / `voice-builder` — the voice the holding statements still honor; `social-strategy` — goals/values.

## References

- `references/triage-and-severity.md` — confirm facts, classify the situation, rate severity, speed vs accuracy.
- `references/the-response-playbook.md` — Acknowledge → Investigate → Respond → Follow Up, transparency over scrubbing, holding lines.
- `references/moderation.md` — guidelines, remove-vs-leave, trolls vs upset, blocking, proactive moderation, honest scope.
- `references/escalation-pause-and-safety.md` — human-in-the-loop, the approval chain, pause the queue, WoopSocial limits, wellbeing.