Towards a new model to describe the organisation–stakeholder relationship-building process: A strategic corporate communication perspective

Abstract

Successful organisations depend on stakeholder perceptions to address changes in turbulent organisational environments, report on the social and environmental impact of activities, the prevalence of public activism, globalisation, emerging issues and crises, and the need to be good corporate citizens through ethical and socially responsible behaviour. Despite the current emphasis on stakeholder relations and management, a lack of research exists on how to build these relationships. This article aims to report and discuss the findings of a study that explored the lack of organisation–stakeholder relationship (OSR) building models, to emphasise the elements and development of an OSR and highlight the need for a generic, strategic, integrated approach for sustainable OSR to contribute towards organisational effectiveness. This will be done using an exploratory literature review to constitute a conceptual framework for OSR building, of which the principles of the framework will be measured among leading Johannesburg Stock Exchange-listed South African organisations, by means of a quantitative web-based survey and qualitative one-on-one interviews. The dominant focus on organisational stakeholders has provided added impetus and importance to the role of corporate communication, hence, this article will simultaneously endeavour to highlight the importance of practising corporate communication strategically, by emphasising its role in OSR.     

Utilising an Ubuntu-Centred Communication Management Framework to Analyse CSR Messages on SNSS

ABSTRACT

This article is the result of qualitative research conducted on the corporate social responsibility (CSR) communication disseminated by two financial institutions, FNB and Capitec, on their social networking sites (SNSs). The research employed a phenomenological research paradigm to explore the interactions between the financial institutions and their stakeholders on Facebook and Twitter. Collected data were analysed by means of interpretative discourse analysis as well as two computer-aided qualitative data analysis software programmes, Leximancer and Centim. The authors categorised the financial institutions’ CSR communication in themes and coded it according to a newly formulated theoretical framework of Ubuntu-centred communication practices on SNSs. It was found that FNB's CSR communication was based on Ubuntu values whereas Capitec's CSR communication did not exhibit key characteristics, such as the inclusion of narratives and archetypes, sound conflict resolution strategies, and the presentation of mutually beneficial solutions to societal issues. Based on the findings, it is proposed that organisation-stakeholder interactions can be facilitated when organisations disseminate CSR messages and constructively engage with stakeholders on SNSs. Moreover, culturally-specific communication management strategies, such as Ubuntu-centred communication, should be infused in holistic communication models to foster participatory online communities which are characterised by dialogue, mutual trust and reciprocity.     

Towards contextualising stakeholder relationship indicators for corporate–community relationships

Abstract

In circumstances that are substantially different from the norm, new ways of thinking about those alternative contexts are necessary. In the context of corporate governance and corporate social investment (CSI) the relationship between corporate donors and community organisations is regarded as important, but the indicators used to describe this relationship need revisiting. The argument in this article is that context-specific indicators are needed to bring the true nature of the corporate–community relationship to the fore. In addition, a suggestion is made that such indicators be both rigorous and relevant in describing the relationship. In an interpretative, qualitative exploration of data from individual interviews it was revealed that well-known relationship indicators were inadequate to describe the relationship between corporate donors and community organisations accurately. The article could serve as the first step in reviewing stakeholder relationship indicators from organisational communication research and adapting these indicators to a specific context.     

A new conceptual framework to strengthen internal corporate image: A stakeholder-inclusive perspective

The potential influence that internal stakeholders’ image of the organisation could have on external stakeholders’ image of the organisation, is strongly supported in the literature. This research project attempted to address the need for an approach that facilitates employee engagement, coupled with a leadership approach that allows collaboration, inclusion and cooperation within the organisation, to strengthen internal corporate image. This article reports on the results of the second phase of this research project, where a proposed stakeholder-inclusive conceptual framework for strengthening the internal corporate image, built from a stakeholder-inclusive perspective as depicted in the King III report on corporate governance, was explored in practice. A quantitative, self-administered web-based survey was conducted with the 2014 winners of the Deloitte Best Company to Work For (BCTWF) survey. The results not only indicated that these organisations’ practices resonate with the proposed stakeholder-inclusive framework, but also that the principles of the framework, namely stakeholder theory; integrated internal communication; peace arena; stakeholder engagement by means of the AA1000 Stakeholder Engagement Standard (AA1000SES) and responsible leadership and stewardship correlate with one another. The stakeholder-inclusive conceptual framework expands on the body of knowledge on corporate image and provides corporate communication professionals with a guide for strengthening their organisation’s internal corporate image, which could serve as starting point for strengthening the external corporate image and eventual corporate reputation.     

An integrated crisis communication framework for strategic crisis communication with the media: A case study on a financial services provider

Abstract

In order for organisations to survive in an ever-changing milieu in the current business environment, sufficient crisis communication and management practices need to be in place. Despite this, organisational crises are often inefficiently managed, which could be ascribed to the lack of strategic management of crises (Kash & Darling 1998: 180). This article explores the lack of strategic crisis communication processes to ensure effective crisis communication with the media as stakeholder group. It is based on the premise that the media are one of the main influencers of public opinion (Pollard & Hotho 2006: 725), thereby necessitating the need for the accurate distribution of information. Furthermore, the study focuses specifically on the financial industry, which is arguably more sensitive and thus more prone to media reporting because financial services providers manage people's money (Squier 2009). A strategic crisis communication process with the media is therefore proposed, facilitated through an integrated crisis communication framework, proposing a combination of integrated communication (IC) literature, with emphasis on Grunig's theory of communication excellence, to build sustainable media relationships through two-way communication; and a crisis communication process that has proactive, reactive and post-evaluative crisis communication stages, thereby moving away from seeing crisis communication as a predominantly reactive function.     

Challenges in donor–NPO relationships in the context of corporate social investment

ABSTRACT

The purpose of this article is to highlight challenges in the relationship between corporate donors and recipient NPOs within the context of corporate social investment (CSI) in South Africa and to link the relational challenges to problems NPOs face in general. It is theoretically argued that CSI forms an important part of sustainable development and that NPOs, in turn, form an integral part of many organisations’ social investment. The challenges faced by them need addressing for the sake of NPOs, donors and society as a whole. It was found that although the stakeholder relationship generally shows both positive and negative perceptions of the parties involved, the challenges that exist can be traced to challenges in the everyday functioning of NPOs, including resource limitations and dependence; staffing problems; and strategy, management and environmental challenges. These challenges facing NPOs manifest in their relationship with donors and can be seen in the power imbalance in the relationship that favours donors, the lack of transparency by NPOs, divergent views on commitment, the questioned competence of NPOs, time constraints in the execution of activities, a perceived incomprehension by NPOs of the realities of the business world, and an unwillingness on the part of donors to allow NPOs some decision-making power.     

A meta-theoretical glimpse into the future of South African corporate communication management

Abstract

This article provides a concise discussion of meta-theoretical (critical-rhetorical, feminist and postmodernistic) approaches towards corporate communication management utilising meta-ethical points of departure with the aim of providing a glimpse into the meta-theoretical future of corporate communication management. The discussion is supplemented by an analysis of the challenges that face organisations in the fast-changing environment of the twenty-first century and corporate communication management as a critical/strategic management function that has the potential to assist organisations in adapting and remaining relevant to their environment, and by implication to the needs of their key internal and external stakeholders. The article is concluded by an explication of corporate communication management as being inextricably linked to ethical conduct and a product of the amalgamation of different meta-theoretical approaches, which interprets and advances the values of both stakeholders and the organisation in a manner that socially and ethically responsible, dialogical mutually adaptive, and contributes to democratising the organisation's decision-making and management processes. This poses challenges to, and insight into, the meta-theoretical approach held while engaging in discourse on the comprehensive nature of corporate communication management.     

Strategic integrated communication: An alternative perspective of integrated marketing communication?

Abstract

In spite of the increased emphasis being placed on integrated marketing communication (IMC), limited attempts have been made to critically analyse existing viewpoints, the evolution of the concept and its application. The research problem of this article is based on this limited mindset, which has arguably created a problem in understanding IMC as a process and in the integration of actions, which appear to be superficial in most cases. The main objective here is to contribute to these viewpoints by addressing the problem through an analysis of existing literature, to stimulate much-needed necessary debate on this phenomenon and advance IMC thinking, which is increasingly being challenged from the perspective of the emerging paradigm of strategic communication. This is done through a combined categorical, theoretical and integrated communicative perspective. The author highlights the need to approach IMC thinking from a strategic and corporate brand perspective, which could help engender dramatically changing expectations and demands across organisations, for a clear understanding of IMC practice and theory. Subsequently, taking an alternative re-orientated strategic perspective, based on all current approaches, is proposed into what is termed ‘strategic integrated communication’ (SIC). The focus in SIC is on the strategic intent of the organisation to enhance strategic, integrated communication and knowledge management of information through creative media strategies and environmental scanning. All of this should be based on trust, loyalty, integrity and credibility, to maintain valuable long-term stakeholder relationships.     

Support provided by corporate social responsibility programmes for the creation of universal access to ICT: a content analysis of corporate websites

ABSTRACT

This study analyses messages within corporate web pages as physical indicators of the following: the extent to which sampled companies provide information communication technology (ICT) to the South African society in terms of geographical spread; the types of ICTs they provide; the nature of their support; and the members of society targeted. Through latent coding, it seeks to deduce whether the companies realise their role in social development by focusing their corporate social responsibility programmes on societal needs and to establish whether their support is broadly aligned with government priorities.

Although the study is exploratory in nature, it reveals the following noteworthy issues: The geographical spread indicates that seven of the 11 companies analysed focus their support for ICT on the country as a whole; most companies tend to provide a whole range of technological equipment rather than one type; the provision of equipment is coupled with training; and the support for ICT is largely aimed at schools.

It is inferred that the companies realise their societal obligations; support government priorities; and are committed to social development by creating appropriate mechanisms for access to ICT.     

Towards an emerging paradigm of strategic communication: Core driving forces

Abstract

Major forces such as globalisation, the digital network revolution and the empowerment of myriad new stakeholders have resulted in a blurring of communication genres such as marketing and corporate communications, and are redefining the role of the communications professional within business and society. Such fundamental changes require that both scholars and practitioners challenge their own assumptions and consider the implications of these paradigm shifts. The values of the modernist age, resulting in linear, top-down, consensus-seeking decision-making behaviour, must be revisited to make way for emerging values such as activism, dialogue, communal values and dissent, which allow for co-creation and a multiplicity of viewpoints. This article reflects on paradigmatic debates and identifies shifts from modern to postmodern organisational practice, and how these impact on communication practices and integrated communication. Consideration is given to some theoretical, practical, research and educational implications of these shifts as core driving forces towards the new emerging paradigm of strategic communication, which can best be conceptualised as purposeful communication to realise the organisational mission.     

In whose name? The accountability of corporate social responsibility

Stakeholder dialogue, participation, and partnership have become mainstream concepts in international development policy, in particular in the field of corporate social responsibility (CSR). However, the accountability of multi-stakeholder initiatives on CSR to their intended beneficiaries in the global South is increasingly questioned. This paper looks at how the agendas of some initiatives in the areas of ethical trade and sustainability reporting are driven by what Western NGOs push for, what large companies consider feasible, and what consultants and accountants seek to provide. It describes how the resulting practices and discourse restrict change and marginalise alternative approaches developed by Southern stakeholders. It is argued that enthusiasm for stakeholder dialogue, participation, and partnership in CSR matters, and beyond, needs to be reconceived with democratic principles in mind. ‘Stakeholder democracy’ is offered as a conceptual framework for this endeavour, and some recommendations are made for NGOs, companies, and governments.     

What Dispute Systems Design Can Learn from Project Management

The discipline of project management (PM), a well‐recognized management approach to large‐scale, high‐cost projects, has much to offer the field of dispute systems design (DSD). This article explores the core concepts of each discipline, noting similarities and differences, with a particular focus on stakeholder management, scope management, risk management, and quality management. Two case studies, General Electric's early dispute resolution program and Chevron's corporate social responsibility initiative in the Niger Delta, demonstrate the application of project management priciples in two DSD scenarios: one with internal corporate stakeholders and one with external community stakeholders. The authors identify five key lessons that dispute systems design can draw from project management and identify areas for further study.     

An Integrated Model for Communicating Within and About Corporate Social Responsibility

Corporate social responsibility (CSR) initiatives have two main objectives, namely, contributing to sustainable development; and adding strategic value for organisations. These objectives imply that organisations should communicate about CSR initiatives with stakeholders to add strategic value, whilst also communicating within CSR with the beneficiaries of these initiatives to contribute to sustainable development. In the field of CSR communication, however, the majority of the literature focuses on communication about CSR, while communication with the beneficiaries within CSR is often overlooked. This article presents an integrated model for communication both within and about CSR initiatives. The constructs of such integrated communication are analysed in order to identify similarities and point out differences. The ultimate aim is to present a holistic model for CSR communication that covers the content, nature and aims of such communication. The model is based on a literature study involving the two-way symmetrical approach, the reflective paradigm, strategic communication management and the participatory approach to communication for social change. Integrating communication within and about CSR in a single model is a complex undertaking, which entails incorporating constructs of communication from diverse theoretical fields flowing from different meta-theoretical assumptions. To date, this model is the first attempt to integrate communication within and about CSR on a theoretical level.     

Communication strategy for community development: a case study of the Heifer project – South Africa

ABSTRACT

The objective of this qualitative pilot study was to develop a model to be used by a development agency in formulating communication strategy for community development, providing direction to development communication (DC) specialists/facilitators to play a more strategic role in the development process. Based on the findings of a literature study on communication strategy for development, as well as a case study on The Heifer Project – South Africa, the researchers suggest that an existing model for developing corporate communication strategy (Steyn 2000a) can be used for this purpose.

A major insight that emerged from the study was that the existing model for developing corporate communication strategy might also be applied in another context (with slight adaptations in terminology), namely to formulate ‘corporate’ communication strategy for the community/action group involved in the development project – more aptly to be called ‘development’ communication strategy. Such a strategy would make the participatory approach to development, and especially the participatory communication approach, even more ‘participatory’, since the strategic information on issues and stakeholders will be provided by the community and its designated communicator(s) themselves.     

Corporate responsibility and the movement of business

The corporate social responsibility (CSR) agenda has taken off since the 1980s, with both civil society and business actors involved in mobilising around it. This paper examines the reasons for civil society mobilisation on CSR issues, the types of organisations involved, and their different forms of activism and relations with business. It then identifies the ways in which big business is engaging with and shaping the CSR agenda, but questions whether this agenda can effectively contribute to development. The paper argues that the CSR agenda can deal with some of the worst symptoms of maldevelopment, such as poor working conditions, pollution, and poor factory–community relations, but that it does not deal with the key political and economic mechanisms through which transnational companies undermine the development prospects of poor countries. A final section considers how this agenda may evolve on the basis of recent developments in CSR activism and regulation.     

Corporate accountability to the poor? Assessing the effectiveness of community-based strategies

This paper investigates how, why, and when community-based strategies are effective in promoting corporate accountability (CA) to the poor. It argues that mainstream approaches to corporate social responsibility (CSR) underestimate the importance of power in the relationship between corporations and the communities in which they invest, which limits their applicability to many developing-country contexts in particular. In addressing this neglect, the article draws on literature on power, accountability, and citizen participation in order to analyse cases where communities have attempted to hold corporations to account for their social and environmental responsibilities. The paper argues that more attention should be paid to a number of state-, corporation-, and community-related factors, which are found to be key to the effectiveness of strategies aimed at enhancing CA to the poor.     

A conceptual framework of corporate online communication: A marketing public relations (MPR) perspective

Abstract

This study identifies attributes that are perceived by online communicators as contributing to the effectiveness of corporate online communication. A marketing public relations (MPR) perspective is applied to assess the contribution of credibility, trust and long-term relationships to effective corporate online communication.

Q methodology is used as the research method and Q sorting as the means of data collection. Credibility, trust, long-term relationships and their composite factors are tested among 20 communicators and 20 receivers of corporate online communication. The participants' sortings of statements are first compared by means of Q factor analysis and then analysed. Four factors are ultimately identified that are perceived to contribute to effective corporate online communication by communicators and receivers: trust, responsibility, efficiency and meaningful relationships.     

Introduction: South Africa's multiple languages in a shifting media environment

Abstract

The global South, as the collective for the peripheries of mainstream development is known, is often regarded as merely a beneficiary of Northern-borne notions in the field of organisational communication. The problem is that the Southern context and circumstance do not always mirror those of the North, meaning that these dominant, revered theories are not necessarily applicable. One Southern context is that of the South African mining and construction industries, which is seen as notoriously dangerous, plagued by various obstacles to internal organisational communication (such as illiteracy and diversity), and what Le Roux and Naudé (2009, 29) refer to as ‘historical baggage’. The research question of this article is whether congenital Northern communication theories can be adequately incorporated into the unique global South, in order to fulfil the important task of communicating safety information to employees. The article explores the appropriate implementation of the principles of the excellence theory, the stakeholder theory as well as the relationship management theory, and the research methodology includes interviews, focus groups and quantitative questionnaires at two organisations. The result of the empirical research is the amalgamation and reworking of these theories’ principles into a model for internal safety communication applicable to the South.     

Corporate citizenship: Creating social capacity in developing countries

A corporation has only limited ability to create social capital through philanthropic activity, and, in the context of a decline in official aid, the corporate sector is increasingly assuming a de facto developmental role. The presence of social capital assists communities in moving towards sustainable development and may contribute to the business case for corporate–community partnerships. While it is not the role of corporations to deliver social services, their ability to enhance social capital by partnering with community organisations can contribute both to development and work to their own commercial advantage. Such partnerships, whether philanthropic or commercial, will be more effective if delivered through balanced and transparent relationships with community organisations that help to create social capacity at the local level.     

A computational text analysis of the South African banking sector's representation of its core values: A corpus-driven approach

Abstract

This article uses corpus linguistics (CL) to computationally quantify and qualitatively explain how meaning is represented vis-à-vis core values in the text of the 2009 annual reports of the South African banking sector. Core values prescribe the behaviour, attitude and character of an organisation and may be indicative of an organisation's ideologies. This article draws on the work of Fox (2006a and b), who advances the new development of merging linguistics and corporate communication, and in so doing adopting a transdisciplinary perspective on language. Written text is an ideal method with which to capture an organisation's ideologies through corporate public discourse (CPD) such as annual reports, because the organisation can control the content and distribution. However, as corporate messages are generally written by the ‘entity’ and not by the individual, writers essentially accept the banks’ practicing power through consent. The results illustrate how the repeated use of content words may skilfully position the reader of the text positively towards the South African banking sector's core values represented in the text. Researching language in organisations not only facilitates strategic competence in comprehending communication processes, but can also be beneficial in terms of more credible CPD.