Media Management

It is very important that the General Manager and the Headquarters Communications department are notified quickly of an event that has the potential to raise media or public interest. They will draft messages and coordinate the release of information with the Client as necessary.

Turner Communications Philosophy

Turner’s communications philosophy promotes proactive interaction with internal and external audiences. To preserve our credibility and reputation, we will be responsive when a reporter contacts the company.

Our actions and comments during a public crisis must reassure the public that we are responding quickly, efficiently and responsibly to the situation, and that the company is cooperative and forthcoming with the facts as they pertain to public interest. “No comment” is never a good idea.

Crisis Communications Protocols

• Secure the site. Prevent access by unauthorized individuals, bystanders or members of the press.
• Identify a safe and secure area away from the gate for reporters and photographers. Seek the assistance of public safety officers if applicable.
• Designate a Turner media escort.
• If media representatives show up at the site, the Turner media escort should meet them outside the site perimeter to politely explain that they are not allowed on site for their own and other people’s safety. This is a safety measure and not an attempt of media avoidance.
• The Turner representative meeting the media, or answering a call from the media, should gather contact information and inform them that a statement will be issued.
  • Do not say, “No comment.” And, do not raise hands in front of a camera. Explain they are not a media spokesperson and explain that a spokesperson will contact them.

• In consultation with the General Manger, Client and Headquarters Communications, identify a spokesperson.
  • A spokesperson for our company positions Turner in the best light possible and must be truthful, straightforward and readily available to respond.
• Advise all staff on site and local business unit external facing people (i.e. admins, receptionists) of the situation and that they should gather media contact information and share that with the approved spokesperson.
• Direct reporter requests to the appropriate spokesperson.
• Keep in mind that the camera and microphone are always on. Offhand, overheard and off-the-record comments may be reported.
• If a reporter asks questions of any Turner representative such as, “When did the incident occur?” or “Why were the police called to the site?” they can reply by saying, “I personally do not have the answer to your question. However, I can gather your contact information and a representative will be in touch with you directly or you can feel free to contact them.”
• Turner should contact the principals of other firms on the project site to explain that the incident is under investigation and that the principals should discourage their employees from discussing this with the media. If the media contacts them directly, they should refer all calls to Turner or the Client.
• Coordinate responses to the media with our Client.
• Remember the news media are on deadline. The news will be broadcast and the newspaper will go to press whether the reporter has all the facts confirmed or not.
• People should not discuss the situation on their personal social media accounts, no matter what is being said or written by others.

Our job is to protect Turner and our Client within the constraints of the information we have, and help reporters get a fair, accurate story.