1st Edition

Organizational Listening for Strategic Communication Building Theory and Practice

Edited By Katie R. Place Copyright 2023
    334 Pages 15 B/W Illustrations
    by Routledge

    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


    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.