Crisis Respond

Detect and respond to negative social situations before they become crises. Speed and tone are everything — a well-handled complaint can build trust; an ignored or defensive response can cause reputational damage that takes months to undo.

Purpose

One hour is the difference between a contained complaint and a viral crisis. This skill triages situations, drafts appropriate responses, and knows exactly when to escalate to the founder.

When to Use

• Negative comment detected on brand post
• Spike in negative mentions
• Customer complaint goes public
• Founder or brand is being criticized
• Potential PR issue brewing

Inputs Required

• The triggering comment, mention, or DM
• Context (one-off or pattern)
• Brand voice guide (for tone calibration)
• Escalation contacts

Quick Reference

Procedure

1. Detect via mention-monitor, dm-respond, or manual feed check.
2. Triage:
   • Legitimate complaint or bad-faith?
   • One-off or pattern?
   • Worst-case scenario if it escalates?
3. For legitimate complaints: Acknowledge first. Validate feeling. Offer path to resolution (DM/email). Keep first reply public (others see responsiveness).
4. For trolls: Do not reply. Hide/block. Report if violating policies.
5. For coordinated attacks: Escalate to founder immediately. Do not reply individually.
6. Document every interaction: What triggered, what response, outcome, what to do differently.

Output Format

# Crisis Response: [Situation]

## Detection
**Time:** [Timestamp] | **Platform:** [X / LinkedIn / IG / TikTok]
**Source:** [Comment / DM / Mention / Coordinated]
**Trigger:** [What was said]

## Assessment
**Type:** [Complaint / Troll / Criticism / Attack / Misunderstanding]
**Severity:** [Low / Medium / High / Critical]
**Pattern:** [One-off / Recurring]

## Response
**Drafted reply:** [Full text, tone-calibrated]
**OR no response:** [Why]

## Escalation
**To founder:** [Yes / No]
**Founder briefing:** [Who, what, what's been done, what's needed]

## Monitoring
**Watch for:** [Volume, sentiment, media pickup]
**Check frequency:** [Every 30 min / 1 hour / 4 hours]

Done Criteria

The skill is complete when:

1. Situation is triaged and categorized
2. Response is drafted (or "no response" decision made)
3. Escalation decision is clear
4. Monitoring plan is set

Pitfalls

• Responding defensively (validates the complaint and escalates)
• Responding too slowly (4-hour-old complaint with 50 replies is harder to contain)
• Engaging with trolls (every reply is fuel)
• Deleting legitimate criticism (Streisand effect)
• Using corporate crisis language ("we take this matter seriously")

Verification

Read drafted response. Does it sound like a human who cares? Would the complainer feel heard? Is it short enough to not be screenshot-worthy? Has the founder been informed if needed?