Organizational Listening in Public Communication: Emerging Theory and Practice

The research studies reported here, including a number of case studies, were conducted over a period of 10 years from a pilot study in 2013 to contemporary research working with the World Health Organization, government agencies, and multinational corporations between 2019 and 2022. In all, the research reported took place in 60 organizations on three continents and involved more than 300 interviews; analysis of more than 600 documents; more than 80 meetings and forums; analysis of hundreds of websites and thousands of social media posts; more than a year of direct first-hand observation (ethnography); and a number of evaluations of the public communication of organizations. Each of the studies explored one of two inter-related topics - evaluation of public communication by organizations or organizational listening.