Organizational Listening and Response: Attending to External Stakeholders

by David Randall Brandt, William A. Donohue

Overview

This book argues that listening to constituents who reside outside organizational boundaries, but who are essential members of an organization’s ecosystem, is a vital constitutive element of organizational communication. It also attempts to demonstrate that, by and large, the field of organizational communication has neglected such listening.

The book goes on to introduce a conceptual and methodological framework organizations can use to assess listening practices and effectiveness. Through a combination of theory, research, and case illustrations, the book will be valuable to both scholars and practitioners in the fields of organizational communication, marketing, and public relations. It will provide insight and direction for theory-building, knowledge development, and implementation of best practices.

Product Details

ISBN-13:	9783031587788
Publisher:	Springer Nature Switzerland
Publication date:	07/11/2024
Series:	New Perspectives in Organizational Communication
Edition description:	2024
Pages:	240
Product dimensions:	5.83(w) x 8.27(h) x 0.00(d)

About the Author

David Randall Brandt is Associate Professor of Practice in the School of Media and Communication at Northern Kentucky University, USA and former Founder and Principal of Voice Crafter, a Cincinnati-based research and consulting firm. He has assisted more than 300 organizations in North America, Europe, Asia, and Australia with their efforts to listen and respond to customers, employees, and other external stakeholders.

William A. Donohue is Professor of Communication at Michigan State University. He has published extensively in the areas of conflict, communication, negotiation, and mediation, while also conducting workshops and other intervention activities focusing on communication, leadership development, and conflict management.

Table of Contents

Chapter 1- The Organizational Listening Imperative.- Chapter 2- Foundations of Organizational Listening.- Chapter 3- A Conceptual Model of Listening and Responding to External Stakeholders.- Chapter 4- Capturing and Leveraging the “Voice of the Customer”.- Chapter 5- A Program of Research on Organizational Listening Practices and Effectiveness.- Chapter 6- Assessing the Current State of Corporate Voice of the Customer Programs – Part One.- Chapter 7- Assessing the Current State of Corporate Voice of the Customer Programs – Part Two.- Chapter 8- Assessing the Current State of Corporate Voice of the Customer Programs – Part Three.- Chapter 9- Organizational Listening in 2023: Perspectives of Thought Leaders and Subject Matter Experts.- Chapter 10- Addressing Organizational Listening Challenges and Opportunities: Some Best Practices and Potential Solutions.

What People are Saying About This

From the Publisher

“It is gratifying to see a growing list of authors focusing on the under-researched field of organizational listening. Organizational Listening and Response: Attending to External Stakeholders is one such valuable contribution. Brandt and Donohue’s conceptual model highlights the importance of going beyond capturing stakeholder feedback to analysis to gain insights and understanding, and then acting on insights gained.” (Jim Macnamara, Distinguished Professor, University of Technology Sydney, Author of “Organizational Listening II: Expanding the Concept, Theory, and Practice”)

“It is about time someone applied rigor and research integrity to the state-of-the-art stakeholder experience management efforts. I know of no two individuals more capable of the in-depth perspectives presented in Organizational Listening and Response: Attending to External Stakeholders. Kudos for the insights and rigor that make this a must read.” (Lou Carbone, Professor of Practice, Michigan State University, CEO and Founder Experience Engineering, Inc. Author of “Clued In: How to Keep Customers Coming Back Again and Again”)

“Brandt and Donohue have focused on the tools, processes and, most importantly, the synergy of internal and external organizational listening in a manner resulting in both responsiveness to external stakeholders and a more positive organizational environment. This is a valuable combination and definitely worth reading.” (John Goodman, Vice Chairman, Customer Care Measurement & Consulting, Author of “Strategic Customer Service and Customer Experience 3.0”)