The Work and ‘Architecture of Listening’: Addressing Gaps in Organization-Public Communication

ABSTRACT

Listening is extensively discussed in relation to interpersonal communication, in therapeutic contexts such as counselling and, to some extent, in the context of intra-organizational communication conducted as part of human resources management. However, listening is surprisingly and problematically overlooked in the large body of literature on organization-public communication including government, political, corporate, and marketing communication and related practices such as public relations. Based on critical analysis of relevant literature and primary research among 36 organizations in three countries, this analysis identifies a “crisis of listening” in organization-public communication and proposes strategies to address gaps in theory and practice including attention to the work of listening and the creation of an architecture of listening in organizations, which can offer significant stakeholder, societal, and organizational benefits.

Notes

¹ To facilitate access to senior communication executives, the researcher gained introductions and endorsements of the study from leaders in the disciplinary fields examined and professional organizations such as the United Kingdom Government Communication Service (GCS), Whitehall, and the Institute for Public Relations ((IPR) in the United States.

² This corporate plan published by the U.K. government department responsible for the project on behalf of the company is de-identified as part of ethics approval commitment. It is not listed in the reference list because of this requirement.