Cb Crisis Communication Protocol

SKILL.md

---
name: Cross-border Crisis Communication Protocol
description: Handle PR crises in any market with culturally-appropriate response protocols. Get press statements, social media responses, internal comms templates, and stakeholder updates — all localized for your target market's media landscape and cultural expectations.
version: v1.0.0
tags: cross-border, crisis-communication, pr, reputation-management, international
---

# Cross-border Crisis Communication Protocol

## Overview

A response framework for overseas brand, product, service, cultural, or compliance crises across multiple markets and channels.

This is a pure descriptive OpenClaw skill for overseas expansion planning. It provides frameworks, templates, checklists, decision criteria, and risk reminders. It does **not** execute code, call APIs, access the network, scrape websites, submit forms, make purchases, send messages, or perform any external action.

## When to Use

Use this skill when the user needs structured help with cross-border crisis communication protocol in a cross-border or international expansion context.

Typical trigger phrases include:
- overseas PR crisis
- cross-border crisis communication
- international brand backlash
- foreign customer complaint crisis
- global reputation response

## Target Users

Founders, PR teams, customer support leads, legal/compliance coordinators, and market managers.

## Inputs to Collect

Ask for or infer the following context before producing the final framework:

- Target market or list of candidate markets
- Product, service, category, or business model
- Current business stage and domestic traction, if any
- Target customer segment and purchase context
- Expansion goal, timeline, budget range, and constraints
- Existing assets such as brand story, content, team, channels, customer data, or partners
- Known risks, assumptions, compliance concerns, and decision deadlines

If important inputs are missing, state the assumptions clearly and provide a version that can be refined later.

## Workflow

1. Classify the issue by severity, market scope, stakeholder harm, legal exposure, misinformation risk, and speed of escalation.
2. Map affected stakeholders and channels, including customers, creators, partners, regulators, employees, media, communities, and platform audiences.
3. Create the first-response holding statement with empathy, facts known, facts not yet known, action underway, and next-update timing.
4. Design localization, approval, and escalation workflow so the response does not contradict local law, cultural expectations, or operational reality.
5. Plan monitoring, correction, customer support, and post-crisis learning actions that reduce recurrence rather than only closing the PR cycle.

## Output Modules

### Crisis classification matrix
- Purpose: turn the user's market context into a structured planning component.
- Include: assumptions, recommended actions, decision criteria, and questions that require local validation.
- Output style: concise tables, checklists, and bullet-point rationale rather than generic advice.

### Stakeholder and channel map
- Purpose: turn the user's market context into a structured planning component.
- Include: assumptions, recommended actions, decision criteria, and questions that require local validation.
- Output style: concise tables, checklists, and bullet-point rationale rather than generic advice.

### First-response statement template
- Purpose: turn the user's market context into a structured planning component.
- Include: assumptions, recommended actions, decision criteria, and questions that require local validation.
- Output style: concise tables, checklists, and bullet-point rationale rather than generic advice.

### Localization and approval workflow
- Purpose: turn the user's market context into a structured planning component.
- Include: assumptions, recommended actions, decision criteria, and questions that require local validation.
- Output style: concise tables, checklists, and bullet-point rationale rather than generic advice.

### Escalation and monitoring plan
- Purpose: turn the user's market context into a structured planning component.
- Include: assumptions, recommended actions, decision criteria, and questions that require local validation.
- Output style: concise tables, checklists, and bullet-point rationale rather than generic advice.

### Post-crisis learning review
- Purpose: turn the user's market context into a structured planning component.
- Include: assumptions, recommended actions, decision criteria, and questions that require local validation.
- Output style: concise tables, checklists, and bullet-point rationale rather than generic advice.

## Example Prompts

Try these real-world scenarios to see what this skill can produce:

**Prompt 1: Product Safety Crisis**
> "A customer in France posted a TikTok showing our kitchen appliance smoking during use (15M views in 48 hours). The product is UL-certified but this looks bad. We're a US-based brand selling in 12 EU countries. Build our crisis response: French market statement, EU-wide customer notification, social response strategy, and internal escalation protocol."
> → Output: Crisis severity assessment (Level 2 — brand trust at risk, not safety), French market statement (FR + EN, apologetic but factual, compliant with French consumer law tone), EU-wide customer email (GDPR-compliant, proactive recall/check offer), social response matrix (TikTok, Instagram, X — response templates per platform, per sentiment), internal comms templates (CEO → team, support team script), media Q&A prep (10 anticipated questions + approved responses), 72-hour action timeline

**Prompt 2: Data Breach Response**
> "A data breach exposed 50,000 customer email addresses on our ecommerce site. We operate in the US, UK, and Australia. Each jurisdiction has different notification requirements (GDPR, CCPA, Australian Privacy Act). Build the multi-jurisdiction crisis response."
> → Output: Legal notification requirements matrix (US/UK/AU — deadline, format, required content per law), customer notification emails (3 versions, jurisdiction-specific), press statement (3 versions), regulatory filing checklist, social media holding statement, CEO internal memo, 48-hour communications sequence

**Prompt 3: Social Media Backlash**
> "An influencer we sponsored in the Middle East made a politically insensitive comment. We're getting boycott calls across GCC countries (Saudi, UAE, Kuwait, Qatar). Our local partners are panicking. Build the response protocol — we need to act within 4 hours."
> → Output: Crisis triage (severity, stakeholder map, escalation triggers), holding statement for immediate release (AR + EN), influencer relationship termination statement, local partner communication packet (talking points + customer-facing template), GCC-market social listening dashboard setup, recovery campaign framework (post-crisis, 30-day rebuild)

## Getting Started

👋 **cb-crisis-communication-protocol installed!**

When things go wrong in international markets, I build your response — statements, social replies, internal comms, all localized and culturally calibrated.

Test it with a scenario:
> "A crisis just hit: [describe incident] in [market]. Our brand is [brand context]. Build the response protocol."

Even hypothetical — I'll show you exactly how the response should look.

## Safety and Limitations

Crisis guidance is strategic communication support only; legal, regulatory, safety, or liability matters require qualified professional counsel.

Additional limitations:

- No professional legal, tax, financial, medical, employment, investment, or compliance advice.
- No guarantee of market success, conversion improvement, legal compliance, or platform acceptance.
- Verify local laws, platform policies, consumer expectations, and current market facts with qualified professionals and reliable sources.
- Avoid stereotyping cultures or users; treat all cultural observations as hypotheses requiring local validation.

## Acceptance Criteria

- Classifies crisis severity and stakeholder impact
- Provides first-response templates with adaptation notes
- Defines approval and escalation roles
- Includes channel-specific response guidance
- Adds a post-crisis review checklist
- Provides structured, market-aware outputs rather than generic overseas expansion advice.
- Includes explicit assumptions, evidence gaps, and validation steps.
- Stays pure descriptive with no code execution, API calls, browsing, network access, or external side effects.


## Usage Scenarios

| # | User Input | Expected Output |
|---|---|---|
| 1 | "A product-safety issue just surfaced in our German market. Build a crisis communication plan for the next 48 hours." | 48-hour plan: Hour 0-2 → incident-assessment team activation, Hour 2-6 → holding statement (German, legally reviewed), Hour 6-12 → customer notification (email + website banner), Hour 12-24 → press release + regulator notification, Hour 24-48 → social listening response, FAQ updates. Spokesperson: local DE managing director. |
| 2 | "The same crisis is now spreading to social media in Japan. Adapt our EU response for the Japanese market - the apology culture is different." | Japan-specific adaptation: earlier and more formal apology (deep bow not needed but sincere ownership language critical), press-conference format (preferred over written statement for major issues), consumer-compensation norms, and media-outreach priority list (NHK, Nikkei before international outlets). |
| 3 | "Simulate a crisis drill: a data breach affecting customers in 5 countries. Test our protocol and report gaps." | Drill scenario injected. After-action report: notification timelines met for 3/5 countries (AU and SG delayed 4 hours), translation errors in Korean notification, escalation to DPO happened but too slowly. Improvement actions: pre-translated templates for top 10 languages, automated DPO escalation trigger. |


### Scenario 2: 产品在海外被骂了怎么办
**User input:** "我们的产品在TikTok上被一个KOL发视频吐槽质量差，视频播放量已经100万了。评论里全在骂我们。怎么回应？"
**Expected output:** 海外社媒危机回应流程——第一步：黄金1小时（发现后1小时内内部确认问题严重程度，不要急于回复但不回复会扩大）；第二步：评估（问题是真的质量问题还是误会、有多严重、是否涉及安全问题）；第三步：回应（在品牌社交账号发简短声明表示"我们在调查中会尽快给大家一个回复"，不要沉默）；第四步：关注（24小时内出完整回应，如果确实是质量问题要诚恳道歉+退换货方案+改进措施+赔偿）；第五步：长期修复（找中立KOL做产品重新评测、加强质量管控、把改进后的产品寄给之前差评的人体验）。关键：道歉要真诚+具体行动+短期和长期方案，不能说套话。