1. “The matter is under investigation and that information is not available at this time.”
2. “We will provide updates as more information becomes available.”
3. “Let me put you in contact with someone who is better able to answer that question.”
4. “Those details are covered by the Privacy Act and I cannot discuss them, but I can give you this general information . . .”

When you can’t answer a question, make sure the response you give is suited to the situation, is truthful, and is as forthcoming as possible.

• The first two options are suitable when you are dealing with an unfolding situation. Do not promise updates, however, unless you plan to provide them.
• If you cannot answer a question but someone else can, the third response is appropriate. Make sure you follow up and connect the reporter with the appropriate spokesperson or say that you are unable to do so.
• The fourth response is a good option when you are restricted from providing some information but you can offer general information that conveys your key message.
• Have several planned responses. “What I can share is….” Or “What we do know is…”