The phone rings. There's a reporter on the line asking questions. What do you do? How should you respond?
Most people try to be helpful. But you're not obliged to comment immediately. Reporters usually get a more informed story if you take time to gather the facts.
Ask for questions by email. Reassure the reporter that someone will update them, hopefully within the hour. If the topic is outside your authority, talk to your communications team.
Once you have the facts, you can respond by email or phone. If you don't want to engage, always explain why. Never say No Comment - always give a reason.
Most reporters have routine queries. Don't ignore their messages. Instead, keep them updated - even if you decide not to comment.
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