CM
Community Management Playbook
🔵 Stable🕐 updated 2026-06-08
🔷 SkillSpec L3
pm-social
Build a community management playbook for a brand's social media channels. Use when asked to create guidelines for managing comments, DMs, and community interactions, define a moderation policy, or build response frameworks for social media community managers. Produces a complete playbook with response templates, escalation paths, moderation rules, and tone guidelines.
🗣 Say this to your agent
“Build a community management playbook for [brand]”“Create social media response guidelines for our team”“What should our moderation policy be for [platform]?”“Write community management templates and escalation procedures”“How should we handle negative comments on social media?”
What to give it
▸Brand / product name
▸Active platforms — which channels need community management (Instagram, LinkedIn, X/Twitter, Facebook, TikTok, YouTube, Discord, Reddit, etc.)
▸Team structure — who manages community? (solo, small team, agency, rotating)
▸Brand tone of voice — how the brand sounds (e.g. warm and friendly / professional / witty / technical)
▸Primary community type — customers, fans, professional network, creators, users of a product
▸Common comment types — what kinds of interactions do you get? (support questions, complaints, praise, spam, trolls)
▸Response time SLA — how fast must the team respond? (e.g. within 2 hours on weekdays)
✅ The bar it holds itself to
Every skill in this library self-verifies — these are this skill's own quality checks, straight from its definition.
✓Response templates cover all common scenarios (positive, neutral, complaint, crisis)
✓SLAs are realistic for available team resource
✓Moderation rules clearly distinguish between delete, hide, and leave
✓Escalation tiers are specific — each tier has a named contact and timeframe
✓Tone of voice guidance is concrete enough to write from (examples included)
✓Community health metrics have targets, not just labels
✓Platform-specific nuances are covered for every active channel
⚠️ What it refuses to do
Do not delete genuine customer complaints to silence negative feedback — deletion damages trust more than the original complaint and can escalate a minor issue to a viral one
Do not respond to competitor comparison comments publicly — engaging publicly with competitive comparisons amplifies them; redirect to DMs or ignore
Do not use the same template response for every complaint — copy-paste responses on visible complaints are noticed by other users and undermine brand authenticity
Do not leave a crisis without pausing scheduled content — queued posts published during an active brand crisis appear tone-deaf and make the situation worse
Do not set response time SLAs that cannot be met with the available team size — an SLA that is consistently missed is worse than no SLA
Install
npx pm-claude-skills add --agent claude # or codex · cursor · gemini · hermes
# or one-line MCP (every skill, any client):
claude mcp add pm-skills -- npx -y pm-claude-skills-mcpStart with
Related skills
🔌 Embed this skill
Drop this on your blog, docs, or site — it renders a "Run this skill" card:
<div data-pm-skill="community-management-playbook"></div>
<script src="https://mohitagw15856.github.io/pm-claude-skills/embed.js" async></script>💬 Discussion
Community Management Playbook is one of 1174 open-source professional AI agent skills — all SkillSpec L3.
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