REFERENCES
- Arnett, R. C., Bell, L. M., & Fritz, J. H. (2010). Dialogic learning as first principle in communication ethics. Atlantic Journal of Communication, 18, 111–126. doi:https://doi.org/10.1080/15456871003742021
- Bodie, G. D. (2011). The Active-Empathic Listening Scale (AELS): Conceptualization and evidence of validity within the interpersonal domain. Communication Quarterly, 59, 277–295. doi:https://doi.org/10.1080/01463373.2011.583495
- Bodie, G. D., Gearhart, C. C., Denham, J. P., & Vickery, A. J. (2013). The temporal stability and situational contingency of active-empathic listening. Western Journal of Communication, 77, 113–138. doi:https://doi.org/10.1080/10570314.2012.656216
- Bodie, G. D., St. Cyr, K., Pence, M., Rold, M., & Honeycutt, J. (2012). Listening competence in initial interactions I: Distinguishing between what listening is and what listeners do. International Journal of Listening, 26, 1–28. doi:https://doi.org/10.1080/10904018.2012.639645
- Bortree, D. S., & Seltzer, T. (2009). Dialogic strategies and outcomes: An analysis of environmental advocacy groups’ Facebook profiles. Public Relations Review, 35, 317–319. doi:https://doi.org/10.1016/j.pubrev.2009.05.002
- Brainard, L., & Edlins, M. (2015). Top 10 U.S. municipal police departments and their social media usage. The American Review of Public Administration, 45, 728–745. doi:https://doi.org/10.1177/0275074014524478
- Brandt, D. R. (2018). The current state of corporate Voice of the Consumer programs: A study of organizational listening practices and effectiveness. International Journal of Listening, 1–22. Published online June 18, 2018. doi:https://doi.org/10.1080/10904018.2018.1482747
- Brunner, B. R. (2008). Listening, communication & trust: Practitioners’ perspectives of business/organizational relationships. International Journal of Listening, 22, 73–82. doi:https://doi.org/10.1080/10904010701808482
- Buber, M. (1955). Between man and man. Boston, MA: Beacon Press.
- Burnside-Lawry, J. (2012). Listening and participatory communication: A model to assess organization listening competency. International Journal of Listening, 26, 102–121. doi:https://doi.org/10.1080/10904018.2012.678092
- Burton, S., & Soboleva, A. (2011). Interactive or reactive? Marketing with Twitter. Journal of Consumer Marketing, 28, 491–499. doi:https://doi.org/10.1108/07363761111181473
- Caspi, A., & Blau, I. (2008). Social presence in online discussion groups: Testing three conceptions and their relations to perceived learning. Social Psychology of Education, 11, 323–346. doi:https://doi.org/10.1007/s11218-008-9054-2
- Colliander, J., Dahlén, M., & Modig, E. (2015). Twitter for two: Investigating the effects of dialogue with customers in social media. International Journal of Advertising, 34, 181–194. doi:https://doi.org/10.1080/02650487.2014.996197
- Cooper, L. O. (1997). Listening competency in the workplace: A model for training. Business Communication Quarterly, 60, 75–84. doi:https://doi.org/10.1177/108056999706000405
- Crawford, K. (2009). Following you: Disciplines of listening in social media. Continuum: Journal of Media & Cultural Studies, 23, 525–535. doi:https://doi.org/10.1080/10304310903003270
- Distaso, M. W., McCorkindale, T., & Agugliaro, A. (2015). America‘s most admired companies social media industry divide. Journal of Promotion Management, 21, 163–189. doi:https://doi.org/10.1080/10496491.2014.996799
- Drollinger, T. (2017). Using active empathetic listening to build relationships with major-gift donors. Journal of Nonprofit & Public Sector Marketing, 30, 37–51. doi:https://doi.org/10.1080/10495142.2017.1326336
- Drollinger, T., Comer, L. B., & Warrington, P. T. (2006). Development and validation of the active empathetic listening scale. Psychology & Marketing, 23, 161–180. doi:https://doi.org/10.1002/mar.20105
- Gearhart, C. C., & Bodie, G. D. (2011). Active-empathic listening as a general social skill: Evidence from bivariate and canonical correlations. Communication Reports, 24, 86–98. doi:https://doi.org/10.1080/08934215.2011.610731
- Grant, W., Moon, B., & Busby Grant, J. (2010). Digital dialogue? Australian politicians‘ use of the social network tool Twitter. Australian Journal of Political Science, 45, 579–604. doi:https://doi.org/10.1080/10361146.2010.517176
- Grunig, J. E., & Huang, Y. (1998). From organizational effectiveness to relationship indicators: Antecedents of relationships, public relations strategies and relationship outcomes. In J. A. Ledingham & S. D. Bruning (Eds.), Public relations as relationship management: A relational approach to the study and practice of public relations(pp. 23–54). Mahwah, NJ: Erlbaum.
- Grunig, J. E., & Hunt, T. T. (1984). Managing public relations. New York, NY: Holt, Rinehart and Winston.
- Hatfield, J. D., & Weider-Hatfield, D. (1978). The comparative utility of three types of behavioral units for interaction analysis. Communication Monographs, 45, 44–50. doi:https://doi.org/10.1080/03637757809375950
- Kent, M. L. (2013). Using social media dialogically: Public relations role in reviving democracy. Public Relations Review, 39, 337–345. doi:https://doi.org/10.1016/j.pubrev.2013.07.024
- Kent, M. L., & Taylor, M. (2002). Toward a dialogic theory of public relations. Public Relations Review, 28, 21–37. doi:https://doi.org/10.1016/S0363-8111(02)00108-X
- Kim, D., Chun, H., Kwak, Y., & Nam, Y. (2014). The employment of dialogic principles in website, Facebook, and Twitter platforms of environmental nonprofit organizations. Social Science Computer Review, 32, 590–605. doi:https://doi.org/10.1177/0894439314525752
- Ledingham, J. A., & Bruning, S. D. (1998). Relationship management in public relations: Dimensions of an organization-public relationship. Public Relations Review, 24, 55–65. doi:https://doi.org/10.1016/S0363-8111(98)80020-9
- Lee, A. M., Gil de Zúñiga, H., Coleman, R., & Johnson, T. J. (2014). The dialogic potential of social media: Assessing the ethical reasoning of companies’ public relations on Facebook and Twitter. Ethical Practice of Social Media in Public Relations, 157–175.
- Linvill, D. L., McGee, S. E., & Hicks, L. K. (2012). Colleges’ and universities’ use of Twitter: A content analysis. Public Relations Review, 38, 636–638. doi:https://doi.org/10.1016/j.pubrev.2012.05.010
- Lovejoy, K., Waters, R. D., & Saxton, G. D. (2012). Engaging stakeholders through Twitter: How nonprofit organizations are getting more out of 140 characters or less. Public Relations Review, 38, 313–318. doi:https://doi.org/10.1016/j.pubrev.2012.01.005
- Lu, B., Fan, W., & Zhou, M. (2016). Social presence, trust, and social commerce purchase intention: An empirical research. Computers in Human Behavior, 56, 225–237. doi:https://doi.org/10.1016/j.chb.2015.11.057
- Maben, S. K., & Gearhart, C. C. (2017). Organizational social media accounts: Moving toward listening competency. International Journal of Listening, 32, 101–114. doi:https://doi.org/10.1080/10904018.2017.1330658
- Macnamara, J. (2014). Organisational listening: A vital missing element in public communication and the public sphere. Asia Pacific Public Relations Journal, 15, 89–108.
- Macnamara, J. (2016a). Organizational listening: Addressing a major gap in public relations theory and practice. Journal of Public Relations Research, 28, 146–169. doi:https://doi.org/10.1080/1062726X.2016.1228064
- Macnamara, J. (2016b). Organizational listening: The missing element in public communication. New York, NY, USA: Peter Lang.
- Macnamara, J. (2018a). Toward a theory and practice of organizational listening. International Journal of Listening, 32, 1–23. doi:https://doi.org/10.1080/10904018.2017.1375076
- Macnamara, J. (2018b). Public relations and post-communication addressing a paradox in public communication. Public Relations Journal, 11, 1–21.
- McGloin, R., & Oeldorf-Hirsch, A. (2018). Challenge accepted! Evaluating the personality and social network characteristics of individuals who participated in the ALS Ice Bucket Challenge. The Journal of Social Media in Society, 7, 443–455. Retrieved from http://thejsms.org/index.php/TSMRI/article/view/317/184
- Osei-Frimpong, K., & McLean, G. (2018). Examining online social brand engagement: A social presence theory perspective. Technological Forecasting and Social Change, 128, 10–21. doi:https://doi.org/10.1016/j.techfore.2017.10.010
- Rybalko, S., & Seltzer, T. (2010). Dialogic communication in 140 characters or less: How Fortune 500 companies engage stakeholders using Twitter. Public Relations Review, 36, 336–341. doi:https://doi.org/10.1016/j.pubrev.2010.08.004
- Schweidel, D. A., & Moe, W. W. (2014). Listening in on social media: A joint model of sentiment and venue format choice. Journal of Marketing Research, 51, 387–402. doi:https://doi.org/10.1509/jmr.12.0424
- Short, J., Williams, E., & Christie, B. (1976). The social psychology of telecommunications. London, England: John iley & Sons.
- Spitzberg, B. H. (1983). Competence as knowledge, skill and impression. Communication Education, 32, 323–329. doi:https://doi.org/10.1080/03634528309378550
- Spitzberg, B. H. (2000). What is good communication? Journal of the Association for Communication Administration, 29, 103–119.
- Stewart, M. C., & Arnold, C. L. (2017). Defining social listening: Recognizing an emerging dimension of listening. International Journal of Listening, 32, 85–100. doi:https://doi.org/10.1080/10904018.2017.1330656
- Taylor, M., & Kent, M. L. (2014). Dialogic engagement: Clarifying foundational concepts. Journal of Public Relations Research, 26, 384–398. doi:https://doi.org/10.1080/1062726X.2014.956106
- Taylor, M., Kent, M. L., & White, W. J. (2001). How activist organizations are using the Internet to build relationships. Public Relations Review, 27, 263–284. doi:https://doi.org/10.1016/S0363-8111(01)00086-8
- Tu, C. H. (2001). How Chinese perceive social presence: An examination of interaction in online learning environment. Educational Media International, 38, 45–60. doi:https://doi.org/10.1080/09523980010021235
- Tu, C. H. (2002). The relationship between social presence and online privacy. The Internet and Higher Education, 5, 293–318. doi:https://doi.org/10.1016/S1096-7516(02)00134-3
- Waters, R. D., Burnett, E., Lamm, A., & Lucas, J. (2009). Engaging stakeholders through social networking: How nonprofit organizations are using facebook. Public Relations Review, 35, 102–106. doi:https://doi.org/10.1016/j.pubrev.2009.01.006
- Weger, H. (2018). Instructor active empathic listening and classroom incivility. International Journal of Listening, 32, 49–64. doi:https://doi.org/10.1080/10904018.2017.1289091
- Weger, H., Castle Bell, G., Minei, E. M., & Robinson, M. C. (2014). The relative effectiveness of active listening in initial interactions. International Journal of Listening, 28, 13–31. doi:https://doi.org/10.1007/s12525-011-0065-z
- Wirtz, J. G., & Zimbres, T. M. (2018). A systematic analysis of research applying ‘principles of dialogic communication’ to organizational websites, blogs, and social media: Implications for theory and practice. Journal of Public Relations Research, 30, 5–34. doi:https://doi.org/10.1080/1062726X.2018.1455146
- Wolvin, A. D., & Coakley, C. G. (1994). Listening competency. Journal of the International Listening Association, 8, 148–160. doi:https://doi.org/10.1080/10904018.1994.10499135