Organisational Listening: A Vital Missing Element in Public Communication and the Public Sphere

Abstract

Report of a pilot study of public communication by organisations that shows allegedly communicative functions including public relations, involve considerable and often massive resources devoted to creating an architecture of speaking and doing the work of speaking on behalf of organisations including government departments and agencies, corporations, and institutions. However, this research raises serious questions about the extent to which organisations listen to those who seek to engage with them. Further, it suggests that organisations cannot effectively listen unless they have an architecture of listening or do the work of listening, and identifies cultural, structural, political and technological components to create this vital missing element in public communication and the public sphere.

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