[{"model":"Claude Sonnet 4","text":"# Crisis Playbook — \"AeroPure\" (air-purifier brand) · IG, X, Facebook\n\nCrisis voice: calm, accountable, human — never defensive, never legalese-first.\n\n## Triage\n| Level | Trigger | First response |\n|-------|---------|----------------|\n| 1 | isolated complaint | <30 min, support reply |\n| 2 | cluster / mild virality | <1h, public ack + DM |\n| 3 | viral negative + press sniffing | <30 min holding statement, exec loop |\n| 4 | safety / legal | immediate, legal + CEO, pause all scheduled posts |\n\n## Protocol\nDetect → classify → draft (owner) → approve (comms lead / legal if L3+) → respond → log → post-mortem.\n\n## 15 templates (samples)\n- **Viral negative post:** \"We see this and we're not going to brush it off. Here's what we know so far, and here's what we're doing in the next 24h…\"\n- **Service/safety issue:** \"Your safety comes first. We've paused affected units and DM'd you — please don't use the device until you hear from us.\"\n- **Full apology:** \"We got this wrong. No excuses. Here's what happened, who it affected, and the three concrete changes we're making so it can't happen again.\"\n\nEach template carries: <30-min ack → <2h investigation update → resolution follow-up.\n\n**Internal Slack template** + **post-crisis recovery plan** (rebuild-trust content arc) included. **Never say:** \"no comment,\" \"calm down,\" \"per our policy,\" or anything that blames the customer.","outputContent":"# Crisis Playbook — \"AeroPure\" (air-purifier brand) · IG, X, Facebook\n\nCrisis voice: calm, accountable, human — never defensive, never legalese-first.\n\n## Triage\n| Level | Trigger | First response |\n|-------|---------|----------------|\n| 1 | isolated complaint | <30 min, support reply |\n| 2 | cluster / mild virality | <1h, public ack + DM |\n| 3 | viral negative + press sniffing | <30 min holding statement, exec loop |\n| 4 | safety / legal | immediate, legal + CEO, pause all scheduled posts |\n\n## Protocol\nDetect → classify → draft (owner) → approve (comms lead / legal if L3+) → respond → log → post-mortem.\n\n## 15 templates (samples)\n- **Viral negative post:** \"We see this and we're not going to brush it off. Here's what we know so far, and here's what we're doing in the next 24h…\"\n- **Service/safety issue:** \"Your safety comes first. We've paused affected units and DM'd you — please don't use the device until you hear from us.\"\n- **Full apology:** \"We got this wrong. No excuses. Here's what happened, who it affected, and the three concrete changes we're making so it can't happen again.\"\n\nEach template carries: <30-min ack → <2h investigation update → resolution follow-up.\n\n**Internal Slack template** + **post-crisis recovery plan** (rebuild-trust content arc) included. **Never say:** \"no comment,\" \"calm down,\" \"per our policy,\" or anything that blames the customer.","outputType":"text","isPrimary":true}]

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