Triage
Operational playbooksTriage is the process of quickly sorting incoming issues by severity, channel, and ownership so the right team responds first. In reputation work, triage often distinguishes routine feedback from high-risk situations that require escalation. Effective triage uses clear categories and thresholds, such as safety claims, legal threats, privacy concerns, or viral reach, and then triggers predefined response templates and owners.
Triage prevents slow or inconsistent responses that escalate trust loss.
A standard complaint is routed to support, while a data exposure allegation is escalated to leadership and security with a holding statement.
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