> The publisher should absolutely support their author, as they chose to acquire, publish and profit from their work.
Agreed. And if publisher has doubts, publisher should (a) read the work in question; (b) speak to author and agent, in person, in order to agree on the course of action.
> The SoA shouldn’t say they won’t get involved but then get involved on social media.
Personally I'd like the SoA to offer a safe space for face-to-face discussions / listening. If the SoA are not able to do that, then I think the publisher should find a way to do it, via some third-party, non-judgemental, neutral space, even just with the very basic goal of getting the humans involved into a room together .
> The author should leave the situation to their publisher and agent to address.
I agree that this should be the first step in the protocol.
> Of course, if they fail to do so that’s a different matter.
Yes, and the problems arise where there is disagreement. So the next level of question is what each party should do in the case of disagreement; also, what each party should do when one of the above (author/publisher/agent/SoA etc) goes rogue and does something that they shouldn't (e.g. retaliating online). The priority should be to de-escalate and take the conversation offline, but there needs to be a safe space and protocol to enable that to happen. In my opinion.