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Organizational Listening: The Missing Essential in Public
Communication
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Organizational Listening: The Missing Essential in Public
Communication
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business account Paperback: 386 pages Publisher: Peter Lang Inc., International Academic Publishers;
Reprint edition (November 29, 2015) Language: English ISBN-10: 1433130521 ISBN-13: 978-1433130526
Product Dimensions: 6 x 1 x 9.2 inches Shipping Weight: 12.6 ounces (View shipping rates and policies)
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Book Description
Organizations, which are central in contemporary industrialized and post-industrial societies,
including government departments and agencies, corporations, and non-government
organizations, claim to want and practice two-way communication, dialogue, and engagement
with citizens, customers, employees, and other stakeholders and publics. But do they in reality?
Voice – speaking up – is recognized as fundamental for democracy, representation, and social
equity. But what if governments, corporations, institutions, and NGOs are not listening? This
book reports the findings of a two-year, three-continent study that show that public and private
sector organizations devote substantial and sometimes massive resources to construct an
‘architecture of speaking’ through advertising, PR, and other public communication practices, but
listen poorly, sporadically, and sometimes not at all. Beyond identifying a ‘crisis of listening’ in
modern societies, this landmark study proposes and describes how organizations need to create an
architecture of listening to regain trust and re-engage people whose voices are unheard or ignored.
It presents a compelling case to show that urgent attention to organizational listening is essential
for maintaining healthy democracy, organization legitimacy, business sustainability, and social
equity. This research is essential reading for all scholars, students, and practitioners involved in
politics; government, corporate, marketing, and organizational communication; public relations;
and all those interested in democratic participation, media, and society.

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