EAN: 9781433130526

ORGANIZATIONAL LISTENING - JIM MACNAMARA KARTON...

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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