Answer: Everyone, but…
Video production involves not only a lot of time, but a lot of people. Having a main contact is crucial, but understand that the more your know about the process and who is involved, the easier it will be to get specific answers to your questions. Always default to your main contact, but if you have a question about a specific area, it pays to know who exactly is in charge of that aspect of the project.
During the concept development phase you’ll be working with the project manager, who may or may not also be the producer you’ll work with on the actual shoot. Under the best circumstances the producer and project manager will both be involved in every pre-production meeting. However, in companies where there are multiple projects going on at the same time (which is most of them) there may be a meeting or two where either the project manager or the producer isn’t able to attend. The project manager is the person you go to first with pressing questions on the main aspects of your shoot: schedule, budget, casting, and even craft services. This is also the person who can answer any questions during the shoot, and during the post-production process. If you have a separate project manager and producer, you should feel free to call either one with any questions at any step of the process. It’s their job to have answers, or to be able to get them quickly. Having two contacts, rather than just one, can be helpful. You won’t be pinned down to just one person, waiting for that person to get back to you with answers you need.
Now Comes The Tricky Part
Everyone involved in the process has to focus on their job. But, because they are experts in their specific field, it’s not out of bounds to ask them questions about their specific purview. The producer may have no earthly idea why false eyelashes are needed for your on-camera talent, but the makeup artist will be able to tell you. The audio operator can reassure you that the car you saw driving by during an outside scene won’t be heard in the final video.The editor can explain why she chose to use a specific transition to get from one shot to another. Be mindful that everyone has to focus on their job first, so try to stagger your questions during breaks or other times when they’re not busy. Many of the professionals who work on a shoot are glad to give you more insight into what they’re doing, and appreciate the fact that you’re taking an interest in them.
Bottom line: always get contact info for the project manager and producer. If they’re one and the same, then make sure to get a secondary contact at the video production company. Remember, you’re the client, so you should always have a way to get the answers you need when you need them.