CITY OF LODI

ADMINISTRATIVE POLICY AND PROCEDURE MANUAL

SUBJECT: : PUBLIC RELATIONS/MEDIA - Policy

DATE ISSUED : May 1, 1995

SECTION : P

REFERENCE : Administrative Memorandum (1/1/70).

SECTION 1: PURPOSE

The purpose of this policy is to establish uniformity in the conduct of City employees in the provision of services to members of the community and the general public.

SECTION 2: PUBLIC RELATIONS GUIDELINES

The following are guidelines to be followed by those employees who are in positions normally involving contact with the public:

A. Emphasize courtesy. Avoid "Yes" and "No" answers; Use person's name in addressing if it is known, otherwise Sir, etc.

B. Be Helpful. Be alert to detect lack of understanding.

Take time to clarify. Be sure employee understands what person wants. Make effort to get answer from others if matter is not your function.

C. Wherever possible, get people in contact with right party. If possible, conduct the person to proper employee or, where possible, phone ahead to employee and inform him/her of impending visit from the public member.

D. Listen to complaint or request. Do not assume information. Get the facts.

E. Be interested in his/her problem.

F. Do not guess at your answers. It is better to take time to check on policy.

G. If your answer must be delayed, be sure to explain what it is you are trying to do for the person. Be careful you do not give the impression that you are putting him/her off. If you cannot furnish the information when promised, be sure to call and let him know of your progress.

H. Do not be curt. SMILE!

SECTION 3: MEDIA

Employees approached by the media for information on City business operations should refer the individual to the appropriate departmental media representative.