Top tips for managing the media

Julie Hollings, Head of CommunicationsHousing 21

Policy of 'no surprises'

• Keep your comms colleagues in the loop and let them help

• Tell them about emerging issues• Plan, plan, plan...statement, Q and As and key

messages

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Keep employees and families informed• Provide face to face briefings - don't let them read it in the

paper first

'No comment' won't wash

• Don't say nothing...if you don't respond, someone else will • Build in thinking time

Take advantage of media training • Practise the questions you dread most...in front of the

camera

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Think before you click

• Keep an eye on social media and respond quickly• If someone publishes a negative comment – you need to

respond within an hour or two. A well-drafted response can turn the situation around quickly.

• Publish your social media policy – and make sure employees are in no doubt about the penalties for breaking the rules

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Know your enemy

• Invest time in getting to know local or specialist journalists• Invite them into see the services that you provide. • Plan good news stories to offset any negative media. • Think about human interest stories....picture

stories...'firsts... new services, anniversaries and positive feedback from customers.

Over to you…

• Questions and comments?