3 Review(s)

The first edition of this book (2016) broke new ground by identifying organizational listening as a major gap in public communication studies and practice. This entirely new edition substantially expands the concept, theory, and practice. Organizational Listening II reports the research findings of the author's Organizational Listening Project undertaken since the first edition, as well as findings from a number of other researchers who have entered this emerging field. In addition to confirming that organizations central to contemporary society continue to listen poorly, and sometimes not at all, this new edition makes a significant contribution to a growing body of theory on organizational listening and outlines more than 30 ways that organizations can implement listening in practice, resulting in major benefits for themselves, their stakeholders, and society. Macnamara brings a unique combination of academic research and professional experience to explain why organizational listening needs to go beyond interpersonal listening and identifies the necessary culture, policies, systems, resources, and skills for organizational listening as well as the role of new technologies. The Organizational Listening Project, a multi-stage research study led by the author over the past 10 years, has been described as "a research program of major international significance".* This book is essential reading for teachers, researchers, and practitioners in government, corporate, marketing, and organizational communication and related fields such as public relations, customer relations, and stakeholder engagement.