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Inextricably linked to neoliberal market economies, public
relations' influence in our promotional culture is profound. Yet
many aspects of the professional role are under-researched and
poorly understood, including the impact on workers who construct
displays of feeling to elicit a desired emotional response, to earn
trust and manage clients. The emotionally demanding nature of this
aspirational work, and how this is symptomatic of "always on"
culture, is particularly overlooked. Drawing on interviews with
practitioners and agency directors, together with the author's
personal insights from observations in the field, this book fills a
significant gap in knowledge by presenting a critical-interpretive
exploration of everyday relational work of account handlers in PR
agencies. In underscoring the relationship-driven, highly
contingent nature of this work, the author shows that emotional
labour is a defining feature of professionalism, even as public
relations is reconfigured in the digital age. In doing so, the book
draws on a wide range of related contemporary social and cultural
theories, as well as critical public relations and feminist public
relations literature. Scholars, educators and research students in
PR and communications studies will gain rich insights into the
emotion management strategies employed by public relations workers
in handling professional relationships with clients, journalists
and their colleagues, thereby uncovering some of the
taken-for-granted aspects of this gendered, promotional work.
Inextricably linked to neoliberal market economies, public
relations' influence in our promotional culture is profound. Yet
many aspects of the professional role are under-researched and
poorly understood, including the impact on workers who construct
displays of feeling to elicit a desired emotional response, to earn
trust and manage clients. The emotionally demanding nature of this
aspirational work, and how this is symptomatic of "always on"
culture, is particularly overlooked. Drawing on interviews with
practitioners and agency directors, together with the author's
personal insights from observations in the field, this book fills a
significant gap in knowledge by presenting a critical-interpretive
exploration of everyday relational work of account handlers in PR
agencies. In underscoring the relationship-driven, highly
contingent nature of this work, the author shows that emotional
labour is a defining feature of professionalism, even as public
relations is reconfigured in the digital age. In doing so, the book
draws on a wide range of related contemporary social and cultural
theories, as well as critical public relations and feminist public
relations literature. Scholars, educators and research students in
PR and communications studies will gain rich insights into the
emotion management strategies employed by public relations workers
in handling professional relationships with clients, journalists
and their colleagues, thereby uncovering some of the
taken-for-granted aspects of this gendered, promotional work.
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