1st Edition
Organizational Listening for Strategic Communication Building Theory and Practice
Embracing listening as a useful tool for strengthening organization-publics and organization-employee relationships, this book offers theoretical and practical insights for listening across myriad strategic communication contexts.
Chapters authored by a diverse global collective of communication scholars and professionals present original research and case examples of listening for strategic communication in corporate, government, and nonprofit environments. They explore topics such as utilizing artificial intelligence and social media; activism, social justice, and ethics; and fostering diversity, equity, and inclusion within and outside organizations. Each chapter concludes with recommendations for strategic communication practice.
This book will be of interest to researchers and advanced students in public relations and strategic communication, organizational communication, and listening.
Unit 1: Organizational Listening Competencies and Technologies
1.Stakeholders’ Conceptualizations of Organizational Listening
Debra Worthington and Graham Bodie
2. Incorporating competent interpersonal listening practices in social media
Christopher C. Gearhart and Sarah K. Maben
3. Developing Organizational Employee Communication Competency Diagnostics: Breaking Employee Silence via Organizational Climate of Listening for Dialogic Employee Communication
Minjeong Kang and Bitt Moon
4. The Power of AI-Enabled Chatbots as an Organizational Social Listening Tool
Alvin Zhou, Linjuan Rita Men, Wan-Hsiu Sunny Tsai
5. Evaluating Organizational Listening: Models and Methods for Measuring the Value of Listening for Identifying Opportunities, Risks, and Crises
Sophia Charlotte Volk Unit 2: Organizational Listening for Ethics and Justice
6. The State of Ethical Listening to External Stakeholders in U.S. Organizations
Marlene S. Neill and Shannon A. Bowen
7. Why Are Organizations Criticized for Not Listening? Findings from Practitioners and Publics
Lisa Tam, Soojin Kim and Helen Hutchings
8. Improving Organizational Listening to Build Trust with Black Residents and Disrupt Racism in Local Government
Ashley E. English, Julie O’Neil and Jacqueline Lambiase
9. Organizational Social Listening & Corporate Climate Advocacy: Amazon & Amazon Employees for Climate Justice
Ioana A. Coman and Rosalynn Vasquez
Unit 3: Organizational Listening for Diversity, Equity, and Inclusion
10. Organizational Listening for Diversity, Equity & Inclusion
Katie R. Place
11. Listening in polarized times: Centering presence in Arendt’s actualized plurality for organizational listening
Luke Capizzo
12. Listening to historically marginalized publics: A conceptualization of perceived organizational listening in LGBTQ advocacy
Ha Young Lim, E. Ciszek, Won-Ki Moon
13. Organizational Listening and Empowered women in the workplace: A cross-cultural comparison between the U.S. and South Korea
Yeunjae Lee, Yo-Jun Queenie Li, Enzhu Dong
Unit 4: Cultural and Global Considerations for Organizational Listening
14. The Local and the Global in Organizational Listening Amidst an Evolving Media Landscape
Ingrid Bachmann and Claudia Labarca
15. Listening across borders: Global considerations for listening and public diplomacy
Leysan Khakimova Storie and Sarah Marschlich
Conclusion. The Future of Organizational Listening Research and Practice
Katie R. Place and Debashish Munshi
Biography
Katie R. Place is Professor of Strategic Communication in the School of Communication at Quinnipiac University, USA. Her research examines power, ethics, and listening in public relations. She has authored more than 60 conference papers or publications in such peer-reviewed journals as Journal of Public Relations Research, Public Relations Review, and Journal of Media Ethics.
