How Law Firms Should Handle a Journalist's Enquiry About an Active Matter

Here's a scenario most firms haven't scripted 💖: a journalist calls reception asking about a matter currently before the court. It doesn't happen often, but when it does, an unprepared answer — even a well-meaning one — can create a real problem. This is a five-minute prep task that most firms never get around to, right up until they need it.

What Most Law Firms Get Wrong

The most common mistake isn't saying too much — it's letting whoever picks up the phone improvise. A junior staff member trying to be helpful might confirm a client's name, a hearing date, or even a general comment on the matter, none of which was theirs to give. The second mistake is having no plan at all, so the call gets escalated in a panic rather than handled calmly.

The Mechanics: Setting This Up Before You Need It

Name one, maybe two, authorised spokespeople in writing. Brief reception and junior staff on the exact holding line so nobody has to improvise under pressure. Loop the client in immediately once a media enquiry comes in — it's their matter, and they should know before any statement (even "no comment") goes out.

Mistakes to Avoid

• Letting untrained staff confirm or deny any matter detail, even something that feels harmless
• Failing to loop the client in before or immediately after any statement is given
• Having no pre-agreed script, so the response is improvised under pressure
• Assuming this will never come up and skipping the five-minute prep entirely

Frequently asked questions

What if the journalist already has accurate details from a public court filing?

Public record information is different from firm confirmation — but it's still safest to route the enquiry to your authorised spokesperson rather than confirming anything informally.

Should every staff member know the holding line, or just reception?

Everyone who might plausibly answer the phone or a walk-in enquiry should know it — that includes support staff, not just lawyers.

Is it ever better to actively engage with media rather than decline comment?

Sometimes, with the client's informed agreement — but that's a strategic decision made deliberately, not a default response to an unexpected call.

Does this apply to social media enquiries too?

Yes — the same holding approach applies whether the enquiry comes by phone, email or a direct message, and it's worth briefing whoever manages your social accounts.

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