Building organisation–public relationships: Towards an understanding of the challenges facing public relations

Abstract

The main aim of this article is to investigate the challenges facing public relations professionals in building organisation–public relationships (OPRs), by means of an overview of related modernistic literature, mainly within a modernistic paradigm. Dominant business developments have historically impacted the broader role of public relations in organisations and society, and it is maintained that the change in the domain of public relations to a relational perspective is yet again a consequence of the efforts by business to survive in the new millennium. There can be no doubt about the strategic importance of relationships to the survival of organisations and to public relations. A relational approach to public relations has major strategic value, and embracing its challenges is vital for the profession. The relational approach offers a two-fold opportunity to public relations professionals, namely to confirm their contribution to achieving organisational goals through the measurement of their relationship-building efforts, and the prospect of realigning themselves with other business functions in the organisation. The main objective of this article is to review the change in the domain of public relations to a relational perspective, and to investigate the current challenges facing public relations professionals in building mutually beneficial OPRs on the basis of the relational perspective of public relations.     

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.     

A postmodern critique of public relations theory and practice

ABSTRACT

Public relations is defined as the management of communication. However, the theory and practice of public relations are based on a modernist understanding of organisation. Alternative perspectives on the societal and organisational role of public relations are limited. This article explores the contribution of a postmodern critique of public relations, and the differences between modernism and postmodernism, particularly in organisational context. The current debate between critical theory and postmodern critique is also reviewed. Postmodernism is particularly critical of the public relations focus on strategy and management. It rejects the manager as a rational being who has the ability to determine organisational outcomes through strategies, which are viewed as discursive techniques used to enhance the power of some corporate actors. Modern public relations is a hegemonic practice that interpellates practitioners into the system to legitimise the perspectives and actions of corporate managers as objective knowledge, particularly through discursive practices in organisational media. Finally, the media relations role of public relations is critiqued for its creation of a hyperreality that leads to the creation of a hypercivilisation that has no factual existence. This article concludes with suggestions for a postmodern research agenda and defends the simultaneous use of critical and postmodern theory.     

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.     

The case for ‘face-time’ in a computer-mediated global economy

Abstract

The structuring of marketing and communication management within key organisations in South Africa is changing. These changes are affecting the relationship between marketing and communication practitioners, as well as the key tasks they are responsible for within the organisation. Globally, companies are downsizing, restructuring and eliminating hierarchy. This article investigates how key South African companies have responded to these changes, by looking at how the marketing and communication functions are structured within the organisation. Marketing and communication managers from top South African companies were interviewed telephonically. Findings from the study indicate that the two functions are progressively moving towards an integrated approach. However, a commonly agreed organisational structure is still not pervasive. Each organisation structured the marketing and communication functions differently, and various perspectives existed on the key tasks of both marketing and communication managers. From these findings, it is evident that the relationship between marketing and communication, as well as the role and tasks of marketing and communication managers, is still very diverse in the South African 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.     

Online crisis communication response: A case study of fraudulent banking transactions in South Africa

Abstract

The emergence and advancement of information technology – specifically the replacement of face-toface services with innovative self-service technology, such as banking transactions on the Internet – is forcing companies to adopt a proactive approach to online crisis communication response, and to combine the management and control of online messages during a crisis. In the financial services industry, deregulation and the rapid growth in technology have removed entry barriers in the online environment, forcing financial institutions to transform from the traditional brick-and-mortar to click-and-mortar service delivery, while at the same time allaying customers’ fears (and the perceived risk) of fraudulent online transactions. Although studies have been conducted on the adoption, use, perceived risk and purchase intention of self-service technology, limited research has examined the knowledge management of an online crisis communication response. Knowledge management, which focuses on the acquisition, transfer and assimilation of information, is one way in which to manage messages effectively before, during and after an online crisis communication response situation. The main aim of this article is to identify and characterise typologies of the management and control of messages in an online crisis communication response, through an interpretative and critical analysis of fraudulent websites, based on the main premises of the knowledge management approach. This is done through a case study approach: the website of one of the top ten banks in South Africa was studied in terms of it dealt with fraudulent banking transactions, specifically from the knowledge management paradigm.     

Applying an open systems public relations model to destination image development

Abstract

Public relations is essentially a communications function concerned with relationships, image and image development and it is from this perspective that the subject is viewed. A literature survey of the use of public relations in tourism indicated that no structural theoretical framework for its application in destination image development has been postulated. This was found to be the case in both tourism and public relations literature. In this article, such a framework is devised. Adapting an existing open-systems public relations model to represent the process of establishing a tourism relationship between a tourist-generating country and a tourist destination does this. This model was used as the foundation for formulating a public relations strategic framework.     

A justice philosophy of public relations management

ABSTRACT

From a justice perspective, strategic publics may be viewed as victims who have been harmed by the organisation and now seek reparation. Long-term relationships are only formed with organisations that treat strategic publics fairly. For public relations to be viewed as just, it must incorporate all three dimensions of justice theory, viz: distributive, procedural, and interactional justice. When all three dimensions are incorporated, public relations stands a better chance of the organisation being viewed as just and trustworthy by strategic publics. Only when strategic publics experience the relationship with the organisation as trusting and dignifying will they be able to feel committed to the organisation and its decisions; feel attached to the long-term relationship; and be less hostile when outcomes of strategic decisions are unfavourable.

Justice theory provides public relations with a philosophy of how to conduct themselves with strategic publics that influence the goal attainment of organisations.     

Deradicalisation,disengagement, rehabilitation and reintegration of violent extremists in conflict-affected contexts: a systematic literature review

ABSTRACT

This article identifies, assesses and synthesises existing literature on deradicalisation, disengagement, rehabilitation and reintegration (DDRR) in conflict-affected states through a systematic literature review. While existing research has methodological shortcomings and determining the outcomes of DDRR programmes is challenging, 12 common themes surfaced in the synthesis. According to the studies selected, varying experiences of the individuals in violent extremist organisations, including form of engagement, role in the organisation and experiences of insecurity and disillusion, may affect DDRR processes. Capacity and resource constrains may pose challenges to DDRR programming in conflict-affected contexts, but engaging former extremists, their families and communities at large mitigates the issues characteristic for conflict-affected contexts and contributes to wider peace-building objectives.     

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.     

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.     

‘Communication’ in the era of ‘Empire’ and ‘multitude’

SUMMARY

Politics has been described as “an aggregate of persons in a power perspective of elaborated demands and expectations”. From this the collective nature of politics can be clearly seen. Without communication, however, no collective action is possible and consequently no political action. Based on this politics can be seen as the continuous defining of collective action in the context of mutual power relations in which there are differences (inter alia of objectives and methods) and consequently conflict over the allocation of scarce resources. Even though there has been an early interest in the relationship between politics and communication, e.g. Aristoteles and Julius Caesar with his Acta Diurna, systematic study of the relationship between communication and politics and the generation and regulation of conflict is of recent nature. A review of the literature on the theory and research in the field of political communication indicates it to be of original interest to researchers from fields such as journalism, mass communication, political science and speech communication. Recently, however, political communication emerged as a field on its own worthy of its recognition as a subdiscipline of communication science: it is recognized by professional bodies like the International Communication Association it is a separate area for research, teaching and for publication of journals devoted to it.     

A theoretical framework for the online consumer response process The article is based on Janette Hanekom's Master's dissertation entitled A theoretical framework for the online consumer response process,Department of Communication Science,Unisa, April 2007.

Abstract

This article describes the foundation and development of a theoretical framework for the online consumer response process. It is based on theoretical criteria for web-based commercial communication and the online consumer response process. Central to this article is the development of the concept of web-based commercial communication. This includes all advertising, marketing communication, public relations and promotional messages on the World Wide Web which are intended to move the consumer through certain response phases to the point of purchasing or proceeding to any other type of action; the identification of the marketing communication paradigm shift from offline to online; and the comparison between online and traditional mass media audience characteristics. A theoretical conceptualisation of the online consumer response process is undertaken and an analysis of consumer response models and the theory of the general consumer response process is performed. This article is a theoretical exploration of the phenomenon of ‘online consumer response’ and the proposed theoretical framework is intended to address the dearth of literature on the topic.     

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.     

The learning organisation: conditions of possibility in a feminist NGO

Amidst criticism of the concept of “the learning organisation” there is a perspective which is both critical of, and open to, innovative ways of developing the notion of a learning organisation. This article contributes to this perspective by examining the learning practices of a feminist NGO which operates across Southern Africa. The ways in which this NGO has interpreted the idea of a learning organisation and put it into practice are an example of a bottom-up approach which is informed by humanism. The findings of this qualitative study demonstrate both innovative possibilities for organisational learning and potential pitfalls.     

Web-based communication: the need for more valuable on-line information

Abstract

Numerous studies about the Internet have already been conducted or are in the process of being conducted. However, after several years there still is no clear understanding of what form Web-based or on-line communication should take to make it really valuable to the consumer.

The contribution of this article is its attempt to address the current contents of Web-based communication and to provide some ideas with regard to the shortcomings in this regard. It addresses the impact of the Internet on the South African society, the Internet as a new communication medium as well as its effect on organisational communication. It also argues that an on-line presence is no longer enough and that online customers want more value in terms of their online experience.

Although Web-based communication has become an integral part of many organisational practices, traditional communication channels or media will not necessarily become obsolete. The Internet is a new communication medium with much potential and can eliminate problems associated with traditional media and channels.

Web-based communication has become a powerful new means of communication in South Africa. Information has become more accessible, more affordable as well as more manageable to both individuals and organisations and has in the process also empowered South African society with more knowledge. However, new technologies are not only concerned with the availability of new communication channels, but also with the development of new credible communication messages for successful communication.

Web-based communication is a more complex task and requires a much more skillful approach to be successful than is the general belief among communication practitioners. After the initial rush to obtain an on-line organisational presence, organisations are currently concerned with the effective integration of the Internet into their traditional marketing communication mix. Marketers, public relations practitioners and advertisers today benefit from the advantages of Web-based communication in conjunction with traditional media. However, even though it is clear that the Internet has an impact on organisational communication (integration), it is less obvious what form on-line information should take to make it really valuable to the consumer.     

Theoretical criteria for online consumer behaviour: web-based communication exposure and internal psychological behavioural processes approaches

Various theories, theoretical viewpoints and models on consumer behaviour stipulate consumers’ offline and online behaviour when purchasing a product or using a service. This article deviates from the purchasing perspective and instead proposes an information and web-based communication message ‘seeking and consumption¹ perspective. This new perspective is theoretically grounded in two new approaches to online consumer behaviour: the web-based communication exposure and internal psychological behavioural processes approaches; as well as the integration of various theoretical perspectives, approaches, theories and models that address fragments of offline and online consumer behaviour. The research problem is to address the existing limited and fragmented approaches, because existing purchasing perspectives arguably do not provide adequate theoretical criteria to explain online consumer behaviour during interactive information-seeking and consumption activities. Hence, the main aim of this article is to propose new theoretical criteria for online consumer behaviour to address these shortcomings.     

Scalable competency in the communication profession

ABSTRACT

This article describes a research project that investigated the factors that enable entry to and advance within a career in professional communication. The scope of ‘professional communication’ is delimited to the areas that are embraced by the broad and overlapping domains of marketing communication, public relations, internal and external communication. A grounded theory approach was used. Individual professional competencies were identified and clustered. The ability to accumulate or scale these was termed ‘scalable competency’ and identified as a central factor in professional advancement. Scalable competency is related to two sets of determinants that are described as ‘push’ and ‘pull’ factors. An additional competency, that of integration, was identified as a factor that applies to both sets of determinants. Constraints to advancement were also identified.