If you can't handle a media inquiry, provide the contact for an authorized person.

When media shows up at the door, a security guard often becomes the face of the organization in that moment. It happens in a second: a reporter slides a microphone your way, and the whole scene feels like a test. In Ontario, where public trust and privacy matter a lot, the safest move is not to try to handle everything solo. The best action is simple, practical, and responsible: provide contact information for an authorized person.

Let me explain why this matters and what it looks like in the real world.

Why rushing to answer isn’t the smartest play

• You’re not trained to be a public spokesperson. Even with the best intentions, speaking off the cuff can misrepresent facts, reveal sensitive information, or blur lines of responsibility.

• Information is a currency with value. On the ground, you might have pieces of the story, but you don’t have the full picture. If you share a detail that’s not cleared, you could mislead the public or violate privacy rules.

• Public image matters. The way an organization handles media inquiries can either build trust or erode it. A quick, careful response signals professionalism and respect for the audience.

So, what should you do when you can’t handle a media inquiry yourself?

The concise, responsible move is to provide contact information for an authorized person. This ensures the media gets a clear, accurate, and approved line to the right spokesperson without risking leakage of confidential information or miscommunication.

The safer path and its ripple effects

• Accuracy beats speed every time. An authorized spokesperson has access to the latest facts, approved talking points, and any necessary legal or privacy boundaries.

• Consistency protects the brand. Routing inquiries through one channel helps keep the message uniform. Mismatched statements can sow confusion and undermine credibility.

• Privacy stays intact. Ontario regulations around privacy and sensitive information are strict. Directing reporters to the right person helps ensure you don’t disclose more than you’re allowed.

• You build a reliable playbook. Each inquiry routed properly becomes part of a trackable process. Over time, the organization knows who speaks for what and when.

On the flip side, here’s what happens if you go off-script

• Engage directly with the media and you risk sharing information that isn’t cleared. Even a well-meaning sentence can become a headline that isn’t accurate.

• Refer to protocols for media inquiries and you haven’t actually answered the question. The reporter leaves with a sense that someone will get back to them, but the delay can breed anxiety—especially if the incident is time-sensitive.

• Remain silent and you invite rumor. Without a prepared path for contact, people fill the void with speculation. That’s rarely helpful for anyone involved.

What “authorized person” means in the Ontario context

• An authorized person is someone who has the training, permission, and mandate to speak on behalf of the organization. This often means a designated security supervisor, a communications officer, or a legal/comms liaison who has the authority to share approved information.

• The list of who qualifies should be clear and up-to-date. It’s part of a simple protocol that sits in your incident-response toolkit.

• If you’re working in a setting like a shopping centre, hospital, or corporate campus in Ontario, the authorized person is usually identified in the organization’s security or corporate communications policy, aligned with PSISA requirements and privacy obligations.

Practical steps you can take on-site

1. Have a ready list of contacts

• Name, role, direct phone number, email, and when they’re available.

• Include alternates in case the primary contact is unreachable.

• Keep this list in a secure, easily accessible location (and ensure someone on-site knows where to find it fast).

2. Prepare a short, reusable script

• You can say something like: “I’m not the right person to discuss this. Please contact [Name and Title] at [phone] or [email]. They’re the authorized spokesperson for our organization.”

• Practice with your team so the message sounds natural, not robotic.

• Keep it simple and non-technical. Journalists haven’t come for a lecture; they’ve come for clear, verified information.

3. Collect key details without becoming a data store

• If a reporter asks for specifics you can’t share, you can still gather information in a safe way: outlet name, nature of the inquiry, rough timeline, and the reporter’s contact. Do not promise a reply—just pass them to the authorized person.

4. Escalate quickly

• If you’re unsure whether something is shareable, escalate to your supervisor or the designated liaison immediately. A fast hand-off prevents delays and missteps.

5. Document every inquiry

• A quick note in your incident log about who asked, what was asked, and who you referred them to can be priceless if questions later arise. It’s not about micromanaging—you’re creating a trail that supports accountability.

6. Stay calm and professional

• You don’t have to be perfect, but you should be poised. A calm demeanor helps the reporter trust that you’ll connect them with the right person.

A practical on-site script you can model

• Reporter: “Can you tell me what happened last night?”

• Guard: “I don’t have the authority to discuss incident specifics. I’ll connect you with our authorized spokesperson. Here are their contact details: [Name], [Title], [Phone], [Email]. They can provide official information.”

• If pressed: “I’m not able to share more than what’s already approved. Please reach out to [Name], and they’ll handle it.”

The Ontario angle: privacy, law, and trust

• Privacy rules apply. Ontario’s privacy landscape emphasizes that sensitive information should be protected and disclosed only through the proper channels. Even a seemingly harmless detail can cross a line.

• The right approach is part of good security governance. When guards know who speaks for the organization, the process runs smoother, the information remains accurate, and the public gains confidence in the organization’s response.

• Real-world tools help. Many organizations rely on simple systems to route inquiries—up-to-date contact sheets, a digital mailbox, or a lightweight ticketing entry for media requests. In larger operations, PR and legal teams may use tools like Cision or Meltwater to monitor inquiries and coordinate responses. The key is that the system exists, is understood by the team, and is tested.

A quick comparison of common paths

• Engage directly with the media: risky. You’re exposed to misinterpretation and possible breaches of protocol.

• Refer to media-inquiry protocols: helpful, but incomplete if there’s no immediate contact to escalate. It’s a good step, but not a substitute for a living link to a real person.

• Remain silent: tempting in a tight spot, but it almost always invites speculation and negative chatter.

• Provide contact information for an authorized person: the most reliable, practical, and responsible option. It keeps the information accurate, respects privacy, and supports a clear line of accountability.

A few digressions that stay on point

• Think of it like a fire drill for communications. You don’t expect a blaze every day, but you practice the steps until they feel second nature. The goal isn’t to be perfect in the moment but to be dependable when the moment arrives.

• In big venues, media requests can hop from one department to another. A single, well-known contact avoids confusion. It’s like having a single welcome desk rather than a maze of doors.

• Even outside crisis moments, this approach builds a culture of responsible communication. When employees know exactly who speaks for the organization, decisions are faster and messages are clearer.

What to do next

• If you’re part of a security team, start by reviewing or creating a simple, accessible contact list for media inquiries. Include who is authorized, how to contact them, and when they’re available.

• Draft a short, ready-to-use script. Share it with your colleagues and rehearse it.

• Make sure your team understands privacy obligations. A quick refresher on what can and cannot be shared goes a long way.

• Consider a lightweight log for media inquiries. It protects you and helps the authorized person prepare a coordinated response.

In the end, the simplest, most reliable action wins

When a media inquiry lands in your hands and you’re not the right person to speak for the organization, the responsible move is to hand off properly—provide contact information for an authorized person. It’s a small step with big payoff: accuracy, privacy protection, and trust. The moment you do it, you’re not dodging a question; you’re ensuring the right questions reach the right people, and that the organization speaks with one clear voice.

If you’re part of a security team in Ontario, consider this a quick touchstone: a well-maintained contact list, a succinct script, and a clear escalation path can save you a world of trouble. It’s not about being perfect under pressure; it’s about doing what’s right, fast, and transparent. And yes, done consistently, it becomes second nature—a natural reflex that strengthens your organization’s reputation in the eyes of the public.