13.3. Media Relations
13.3.1. Media relations duties are handled through the PRO. PRO serves as the exclusive channel for communicating with all media except when covering breaking news.
13.3.2. Any media that contact staff about a story involving HPL are to be referred to PRO. This is true even if the media outlet claims to have prior approval from PRO. If unsure, call PRO to confirm prior approval was received.
13.3.3. Media members are welcome to use library services just like any other customer. Reference questions are to be answered provided the same answer would be provided to any other customer.
13.3.4. If the media arrive in your unit unannounced, PRO should be called immediately. Begin by calling office numbers. If unsuccessful, call pager numbers. If during off-hours or weekends, call home numbers. Keep trying until you reach someone and be sure to leave messages. Also, consult with immediate supervisor to alert them that the media is present.
13.3.5. Privacy of customers is valued and to be respected at all times. Customers are to be given every opportunity to opt out of photos/film taken to accompany news stories. Permission from parents must be obtained before children can be photographed.
From Sandra Fernandez, 8/4/08:
Heat advisories, cooling centers, and tropical storms are approaching – this is a good time to reacquaint ourselves with what to do when the media show up. Please review this, keep it handy, and share with your staff.
Houston Public Library Policies and Guidelines related to Media
Houston Public Library (HPL) policy states that the Public Relations Office (PRO) "must be the exclusive channel for communicating with any citywide print media and all electronic media (who should request access and cooperation in advance, except when covering breaking news)." What this means is that Media Relations inquiries are handled through the PRO.
If a member of the media contacts you for a story about the Library or in which the Library will be featured, please refer the media representative to the Public Relations Office and/or check with us - even if he/she claims that PRO has already been contacted and OK’d. We do our best to give you a warning if we think that media is heading your way. This is especially important if a reporter/photographer/camera crew shows up in person. This includes the Municipal Channel.
When the media shows up
Here are some basic Dos and Don'ts on what to do when the media shows up at your location:
Do go up to the reporter/cameraman and introduce yourself. Example, “Hi, I'm Sandra. What can we help you with today?” At this point, most reporters will tell you who they are and what they're doing at the library. At Central Library this normally happens from security when the camera is attempting to enter the building.
Do ask who they are and what they're doing, if they haven't volunteered it already. “I notice you have a camera with you today, is there something specific you're here for today?”
Do ask if they've already checked in with the Public Relations Office.
If they say yes, ask them if we reviewed camera guidelines in the library. Example, “It's great that you've already spoken with the Public Relations Office. Just to check, what did they tell you about using cameras in the library?” If they say yes, call us to confirm.
If they say no, ask them to accompany you to a phone so you can put them on with one of us to discuss guidelines about cameras in the library.
Do be aware of the basic guidelines we cover with them. Our main consideration is the safety and comfort of our customers, so we normally permit reporters to do stories within our buildings if the story is about the library, doesn't disrupt our ability to provide adequate services to our customers, and they agree to follow these guidelines.
Library will staff will make an announcement on who they are and what they're doing, to let customers know what's going on.
Do not take photos/footage of children without parental consent.
If any customer asks to be excluded from photos/footage, please honor the request.
If any customer declines a request for an interview, please move on to another customer.
Library staff may be asked to give a brief comment on the air, if needed. This will be coordinated by PRO.
Photography
At HPL we safeguard the privacy of our customers, so it's essential that they are given an opportunity to opt out of being photographed or included in photos/video taken to accompany news stories. This is particularly important since we have so many events geared towards children. There are safety issues involved in photographing children, some of which reporters/photographers may not be aware.
Taking photos without the consent of our customers falls within “behavior that reasonably can be expected to disturb others” and is not permitted in the library. In most cases, verbal consent is enough to proceed with photographs or video. If we are taking the photos to share with program partners or if we've permitted program partners to take photos of an event, written consent is requested.
There are a few Dos and Don'ts we give to media to observe when preparing to take photos or video footage within an HPL building:
Give PRO advance notice. PRO staff will review best practices with you, give HPL staff on site advance notice and ensure that your proposed activity does not interfere with providing library services to customers at that site.
Check in with HPL staff on site. Once you arrive at the HPL site where you will be taking photos or video, let the staff on site know who you are and what you're doing. If you gave PRO advance notice, they will be expecting you. If you didn’t give PRO advance notice, they may ask you to contact them before proceeding.
Make an announcement. If the event or service being photographed or videotaped permits, HPL staff may make an announcement on who you are and what you’re doing. This is done to reassure customers that staff is aware and have approved your activity. This also gives customers an opportunity to request to be omitted from your photos/video.
Honor requests to be omitted. In an effort to safeguard customer privacy, we request that you honor any request received to be excluded from photographs or video.
Obtain parental consent. In an effort to provide a safe, comfortable environment for all customers, we request that you obtain parental consent before taking photos of children at HPL sites.
Things we do not permit:
Do not take photos/video footage of children without parental consent.
Do not take photos/video footage of customers who have requested to be omitted.
Do not take photos/video footage of computer screens that show what customers are doing on a computer, unless you have first obtained consent from each customer individually.
Do not take photos/video footage of computer screens showing what staff are doing, this will reveal personal customer information.
PRO staff makes every effort to facilitate all requests for media coverage, including photos/video. However, the safety and comfort of library customers are their primary consideration.
Reference
Members of the media are welcome to use our programs and services just like any other customer – PRO does not need to OK that. Though, as stated in the policy, PRO is the exclusive channel for communicating with media, please answer any questions that are "reference" – members of the media have access to the same information and services you would give out to any other customer. If you're unclear on whether you need to contact PRO or refer something to us, feel free to contact us and ask.
Contacts
If you need to contact someone from the Public Relations Office, start with office numbers, proceed to cell phone numbers, and, if during off-hours or weekends, try home numbers or personal cell phones (which are included in the Emergency Info Cards, and all branch managers should have a copy).
If this is a time-sensitive issue (something happened at your branch in off-hours which may result in media coverage, a member of the media showed up and wants to interview your staff, you have a nice program on the weekend and a photojournalist walked in and wants to take photos of the people in attendance, etc.) keep trying until you speak to someone, and please leave messages.
If you are unable to contact PRO staff (there are only two of us for the entire library system) check with your supervisor and:
Use good judgment,
Follow policy, and
Make decisions based upon the best interests of the library and our customers.
Public Relations Office contacts are:
Sandra Fernandez 832-393-1381 (office) 713-435-9448 (cell)
Blanca Quezada 832-393-1382 (office) 713-435-9596 (cell)
If you see the Library mentioned in the press, let us know. We don’t have a service checking for media clips, so we rely on your watchful eyes to help us keep track of what is being said about HPL. We are especially grateful for copies of newspaper articles, particularly the neighborhood weekly and biweeklies - please send us copies via interoffice mail.