Escalation

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

1. Tiering – classify incidents (info request, policy violation, critical escalation) with examples.
2. Ownership – map responders per tier (moderators, comms, legal, security, exec sponsor).
3. Response Playbooks – outline steps, messaging, approvals, and timelines per tier.
4. Tooling & Evidence – define logging requirements, screenshots, data retention, and ticketing.
5. 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.