You're facing a demanding media contact. How do you handle their expectation for instant responses?

As a former journalist myself I am familiar with the deadline pressures media contacts may be under from their end. But I also know that ethically journalists must give reasonable time for a response. Rather than asking when they need a response, ask them for their deadline instead and work to that.

- Acknowledge Urgency: Recognize the importance of timely communication. - Set Clear Expectations: Define realistic response times upfront. - Use Tools Strategically: Employ automated acknowledgments or designate a point of contact. - Maintain Open Communication: Keep the dialogue transparent to build trust. - Prioritize Quality: Emphasize delivering accurate and valuable information promptly.

Specify preferred communication methods (email, phone, etc.) and stick to them. Also, create an auto-reply for emails outlining your working hours and expected response times. Define your work hours, clearly state them, and be consistent about when you are available. Avoid responding to messages outside of these hours unless it’s an emergency.

When dealing with demanding media contacts, I prioritize their needs but manage expectations. Quick responses are crucial, but clarity and accuracy come first. I stay calm, professional, and focused on providing value. "Patience and perseverance have a magical effect before which difficulties disappear and obstacles vanish." - John Quincy Adams

Having been on both sides of this - first as a journalist and later managing client communications - I think the most important factor here is building an empathetic and authentic relationship based on mutual respect. The role of the reporter and the role of the PR person are inherently adversarial - provided that both parties are fulfilling the fundamental duties of their jobs. However, this can be mitigated by using a mature and balanced approach to relationship building focusing on authenticity. Be personable and make friends. That way, many issues resolve themselves along the way and you will have room to focus on more pressing challenges.

I think it is still important to have that respect and answer any query by a journalist's deadline. Enquiries of a less urgent nature are often easy "tick and flick" responses so if you can respond straight away then it is worth it. More complex enquiries take that time, particularly as it is your interest to be comprehensive.

Identify some potential scenarios and think about possible situations that could require a holding statement (e.g., a public relations crisis, unexpected event, or sensitive issue). Draft statements and write clear, concise, and factual statements for these scenarios. Ensure they acknowledge the situation without speculating or providing incomplete information.

Use CRM tools like Salesforce, HubSpot, or Zoho to keep track of all media contacts, interactions, and follow-ups. These platforms can help you manage relationships and ensure that no communication falls through the cracks. Also, tools like Mailchimp, Constant Contact, or Sendinblue can help automate email campaigns, making it easier to send out press releases, event invitations, and newsletters to large lists of media contacts.