How to establish a Key Contact

Key Information Points

Information contacts provide a single, well-informed source from which the public can obtain information. Information contacts should ensure good quality, correct and consistent information is given to all enquirers.

Method:

1. Select and appoint person (s) with appropriate public relations skills and knowledge of public participation processes.
   
2. Publicise person by name with relevant contact points: phone, in person and via email
   
3. Brief person on role and provide them with appropriate background information
   
4. Maintain a log of contacts
   
5. Regularly meet with central information contact to develop a sense of stakeholder concerns.

Uses/strengths:

• Can link stakeholders with technical experts
  
• Ensures people don't get 'the run around' when they call
  
• Controls information flow and promotes information consistency
  
• Conveys image of accessibility
  
• Useful when consultation process is intensive and widespread
  
• Gives the contact person(s) a good sense of stakeholder opinion.
  
• Useful in making suggestions for future consultation activities given understanding of stakeholder concerns
  
• Good for building up trust among all parties.

Special considerations/weaknesses:

• Organising group must be committed to and prepared for prompt and accurate responses
• May filter public message from technical staff and decision makers.
• Contact people require strong interpersonal skills.
• Contact people should be briefed first about major project issues.
• Contact people must be well briefed in what information is appropriate for release.
• All external contacts should be logged.