crisis-and-moderation

# 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-apolog...