Organizational Listening
The Missing Essential in Public Communication
Jim Macnamara
Contents
Extract
Acknowledgements ix Introduction 1 Chapter 1: The Fundamental Role of Communication and Voice 7 Public Communication in Society 8 The Public Sphere 10 The Market 16 Civil Society 18 The Central Role of Organizations in Contemporary Societies 21 The Valorization of Voice and Speaking 25 The Missing Corollary of Speaking—Listening 29 What Is Listening? 36 The Pre-requisite of Openness 36 Receptivity 37 Reciprocity 37 Hospitality 38 Engagement 39 Seven Canons of Listening 41 Listen To, Listen In, Listen Out For, Listen Up 44 vi contents Listening and Silence 46 Listening Requires Interactivity 48 Listening Is Contingent 48 Listening and Hearing 49 Listening vs. Agreement 51 Listening Is Work 51 What Is Organizational Listening? 52 Non-listening and Fake Listening 53 The Ethics of Listening 56 The Problematic Nature of Audiences 58 Ventriloquism—Who Is Speaking and Who Is Being Listened To? 59 The Effects of Not Listening 60 Theoretical Frameworks for Organizational Listening 68 Chapter 2: How Organizations Say They Communicate 73 Research 73 Marketing Communication 75 Customer Relations 78 Political Communication 81 Government Communication 84 Corporate Communication 85 Organizational Communication 87 Public Relations 90 Public Consultation 97 Social Media 101 Correspondence, ‘Contact Us’ Links, ‘Info’ Lines, and Help Lines 103 The Missing Link in Public Communication 104 Information vs. Communication 110 Chapter 3: The Crisis of Listening in Organizations and Society 115 The Organizational Listening Project 115 Aims and Objectives 116 Research Questions 117 Methodology 118 Sample 119 Ethics 123 Research Methods 125 Data Capture and Analysis 127 Limitations...
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