How to Coordinate Responses Across Community, Media and Government Channels

Published on October 27, 2025 by Broadsight

Journalists aren’t the only people that issues managers need to respond to.

When a big (or small) problem pops up, you are just as likely to receive inbound correspondence from the community, government leaders or advocacy groups. Integrated issues management is essential. An inconsistent or uncoordinated response can erode your organization’s reputation and undermine the trust you and your team have been seeking to build through effective media responses.

Responding to these audiences consistently—when at times they fall outside communications’ area of oversight and into other VP portfolios or the president’s office—can be tricky with existing tools. Whether it’s community protests or critical news coverage, the inbound correspondence can be overwhelming and the turnaround time is often pressing. When emails are addressed to multiple executives and/or come from high-profile government officials, there can be a lot of confusion about who is responding to what. Without a single, unified source of truth, silos form.

Your organization’s messaging becomes disjointed, inconsistent and potentially damaging.

The Broken System: Shared Folders and Spreadsheets

Many seasoned issues-management teams are the connective tissue for this chaos, manually trying to keep everyone aligned. But if your system of record is a shared folder on a hard drive or a sprawling Google Sheet, you’re fighting an uphill battle.

These rudimentary systems often track media requests and key messaging, but the crucial inbound correspondence—the direct feedback from your community—is isolated elsewhere. This disconnect is a fundamental flaw, as effective media response and community messaging require the same consistent approach.

It doesn’t have to be this way.

Introducing the Broadsight Engagement Log: Your Integrated System of Record

The Broadsight Engagement Log is the integrated solution you’ve been waiting for. It’s a powerful, all-in-one system of record for all inbound correspondence regarding community-critical issues.

The Engagement Log is specifically designed to align communicators with correspondence teams and portfolio leaders, ensuring a consistent and clear message is always being sent, regardless of who is hitting “send.”

Here’s how the Engagement Log transforms your issues management:

1. Knit Together an Integrated Response

Forget digging through email threads or shared drives. The Engagement Log provides a centralized line of sight into every piece of correspondence. Your team can instantly see what was said, by whom, and what the proposed or prior response was. The handy integration with the media team and their responses further eliminates silos and ensures your executive team—from the president’s office to your issue-specific VPs—is aligned on a cohesive, organization-wide strategy.

2. Easy Customization for Comprehensive Tracking

This isn’t just a basic log. Our solution uses customized fields designed for the complexities of issues management. You can seamlessly track:

• Community members and groups: Know exactly who is contacting you.
• Contact details and background: Essential context at your fingertips.
• Detailed notes and history: Log conversations and decisions for future reference.

You can track pretty much whatever else you need, making it a flexible tool that integrates seamlessly into your broader media and communications response mechanisms.

3. AI-Powered Speed and Consistency

Managing high-volume correspondence eats up a lot of time—but not anymore. The Engagement Log includes a cutting-edge AI integration that rapidly speeds up your data entry.

Even better, the AI can autogenerate suggested responses based on your organization’s approved messaging and past communication. This feature saves staff time and ensures a high level of automated consistency in every reply, allowing your expert issues management team to focus on strategy instead of repetitive tasks. No more reinventing the wheel.

The challenges of modern issues management demand a modern solution. Stop letting organizational complexity breed communication chaos. Ready to gain clarity, consistency and control over your most sensitive communications? Learn more and request a demo of the Broadsight Engagement Log today!