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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