1. Top tips for managing the media Julie Hollings, Head of Communications Housing 21

2. Policy of 'no surprises' Keep your comms colleagues in the loop and let them help Tell them about emerging issues Plan, plan, plan...statement, Q and As and key messages Keep employees and families informed Provide face to face briefings - don't let them read it in the paper first

3. 'No comment' won't wash Don't say nothing...if you don't respond, someone else will Build in thinking time Take advantage of media training Practise the questions you dread most...in front of the camera

4. Think before you click Keep an eye on social media and respond quickly If someone publishes a negative comment – you need to respond within an hour or two. A well-drafted response can turn the situation around quickly. Publish your social media policy – and make sure employees are in no doubt about the penalties for breaking the rules

5. Know your enemy Invest time in getting to know local or specialist journalists Invite them into see the services that you provide. Plan good news stories to offset any negative media. Think about human interest stories....picture stories...'firsts... new services, anniversaries and positive feedback from customers.

6. Over to you… Questions and comments?