HANDLING A MEDIA ENQUIRY

Document Update: 11 June 2021 | PR Agency Contacts: Mater Private Network

Overview:
Media enquiries need to be handled in a timely manner, with priority to avoid transferring calls to voicemail. Even an acknowledgment of receipt is crucial.

Process for handling a media enquiry:

Step 1:
Take the call. Speak with the caller without immediately transferring the call.

Step 2:
Take the caller’s name and contact details, and their question(s). Advise that they will be called back shortly.

Step 3:
See notes below on dealing with a call.

Step 4:
End the call.

Step 5:
Contact one of the following to pass on the information and have the enquiry dealt with, in the order presented:

Sabrina D’Angelo: sabrina@q4pr.ie, 086 032 3397
Nicole Fenner: nicole@q4pr.ie, 086 864 1544
Adrienne O’Keeffe, Marketing Manager: 087 339 2541
Bláithín Liston, Marketing Director: 085 874 7892
Sarah Corr: sarah.corr@q4pr.ie, 086 021 8862
Nuala Buttner: nuala@q4pr.ie, 085 174 4275
DEALING WITH THE CALL

Ensure to capture the following information from the caller:

Name of caller and publication/media outlet they are calling from
Contact number and/or email for our response
Details of the enquiry, which can be emailed to a generic email for the marketing team if lengthy
Do not transfer callers or provide contact information. This time is used to review the enquiry and gather necessary information.

Inform the caller:

You can take the specific enquiry
It will be passed on to an appropriate person
The appropriate person will get back to them as quickly as possible
Read the information back to the caller to verify it.
If pressed for more information or contact details, use the following sample response:

"I am only able to take your details and specific question. I will ensure that they are passed on to our team, as soon as I hang up from this call. Someone will respond to you shortly with a call back time or an answer. This is the quickest way to ensure your call will be dealt with."