To have a open comunication whit the media and press is one of the best ways to get free media time.
Normally companies always want to teel about all the good things they can do for people.When theres something wrong people normally hide and stay away from the press.
I belive you shall tell everything, even when things are going very wrong.
If you can get time in the televison and make a clear point out to people that you are aware of this issue and you are handling it the best you can. Then you will get more credit then the one that’s hiding
Its even better if you can give people some extra info that suprises them and maybe also the media..
Think in theese lanes and you will get a good mediasucces
Think offensive. Even when things are going downhill