playbooks

home / skills / gtmagents / gtm-agents / moderation-safety-playbook

moderation-safety-playbook skill

/plugins/community-building/skills/moderation-safety-playbook

This skill helps organizations implement moderation safety playbooks with policy matrices, workflows, and escalation guidance for scalable risk management.

npx playbooks add skill gtmagents/gtm-agents --skill moderation-safety-playbook

Review the files below or copy the command above to add this skill to your agents.

Files (1)
SKILL.md
1.3 KB
---
name: moderation-safety-playbook
description: Guidelines and workflows for community moderation, trust & safety, and
  escalation.
---

# Moderation & Safety Playbook Skill

## When to Use
- Launching or scaling moderated forums, chats, or live events.
- Training moderators, ambassadors, or vendors on policies.
- Handling escalations, abuse reports, or crisis communications.

## Framework
1. **Policy Matrix** – code of conduct, content types, enforcement tiers, regional considerations.
2. **Workflow** – intake → triage → resolution → follow-up, with SLAs and ownership.
3. **Tooling** – moderation dashboards, keyword lists, automation rules, reporting forms.
4. **Escalation Ladder** – when to engage legal, security, PR, or executive sponsors.
5. **Post-Incident Review** – retrospectives, comms templates, improvements.

## Templates
- Moderator guide with sample responses, tone guidance, and decision trees.
- Incident log + scoreboard for tracking volume, severity, MTTR.
- Crisis comms outline for public/partner updates.

## Tips
- Publish a transparent policy summary so members know expectations.
- Rotate moderators to reduce burnout; provide mental health resources.
- Pair with `launch-community-activation-series` for real-time event safety coverage.

---

Overview

This skill provides a production-ready moderation and safety playbook for community platforms, live events, and chat environments. It bundles clear frameworks, actionable workflows, and ready-to-use templates to help teams scale trust & safety operations while keeping response times and risk controlled.

How this skill works

The playbook defines a Policy Matrix that maps content types to enforcement tiers and regional considerations. It prescribes an end-to-end Workflow (intake → triage → resolution → follow-up) with SLAs, ownership, and tooling recommendations. Included templates cover moderator guidance, incident logging, and crisis communications, plus an Escalation Ladder and post-incident review cadence.

When to use it

  • Launching or scaling moderated forums, chats, or live events
  • Training new moderators, vendors, or volunteer ambassadors
  • Handling abuse reports, policy disputes, or legal/security escalations
  • Implementing SLAs and ownership for content triage and resolution
  • Running post-incident retrospectives and process improvements

Best practices

  • Publish a concise, public policy summary so members know expectations
  • Use a triage-first approach: fast intake, prioritized investigations, measured enforcement
  • Rotate moderators and provide mental health resources to reduce burnout
  • Maintain a central incident log with severity scoring and MTTR metrics
  • Predefine escalation points for legal, security, PR, and executive involvement

Example use cases

  • Preparing moderator teams and vendor onboarding for a product launch
  • Setting up automation rules and keyword lists to reduce manual triage load
  • Running live-event safety coverage with on-call escalation playbooks
  • Responding to coordinated abuse campaigns with incident scoring and comms
  • Conducting post-incident reviews to update policies and tooling

FAQ

How quickly should incidents be triaged?

Set triage SLAs based on severity: immediate (minutes) for safety risks, same-day for harmful content, and 48–72 hours for low-priority reports.

When should legal or PR be engaged?

Escalate to legal for threats, doxxing, or subpoena risks; involve PR for public-facing incidents or where partner reputation is affected.