Poor communities as corporate stakeholders: A bottom-up research approach

Abstract

This article strives to provide an understanding of salient issues affecting the daily lives of participants from various developing communities in the country, and within the bigger picture, discuss some implications for organisations that affect or are affected by such communities. A key implication is that the process of constant connectivity and dialogue, including dissent, with communities as corporate stakeholders, may be more important in establishing trust and earning accountability, than the outcomes of well-planned corporate social responsibility campaigns. The study is based on qualitative research undertaken between 2006 and 2008 in 35 South African rural and township communities in Limpopo Province, North-West and Gauteng. A bottom-up research approach was proposed by the researchers, which, instead of evaluating the effects of corporate communication campaigns on communities, was to begin at a grassroots level with communities themselves, by exploring top-of-mind issues. From the findings it was apparent that a vicious cycle of extreme and endemic poverty was the focal area that occupied community members’ minds. This study provides a linkage between certain aspects of corporate social responsibility, normative stakeholder theory, strategic communication and stakeholder dialogue, in an attempt to provide organisations with guidelines to evaluate and respond to the challenges of poor communities, and offer a perspective on the way strategic communication with poor communities should take place.     

The internal consumer response process: Towards an integrated conceptual model

Abstract

Most existing consumer response models explain consumer response processes in a simplistic linear and sequential manner (Strong 1925; Lavidge & Steiner 1961; Rogers 1962; McGuire 1978; Ray 1973; Smith & Swinyard 1982; Vaughn 1980; Petty & Cacioppo 1983; Preston 1982; Moriarty, Mitchell and Wells 2008), ignoring variables or factors which could alter the response process order. Although various theorists criticised existing consumer response models mainly because of this (Belch & Belch 2001; Hanekom 2006; Hanekom, Barker & Angelopulo 2007; Moriarty et al. 2008; Del Barrio-Garcia & Luque-Martinez 2003; Mortimer 2002; Wu [sa]; Bendixen 1993; Wilmshurst 1985), no efforts have been made to develop a conceptual model to address these limitations. The main objective of this article is, therefore, to develop an integrated conceptual model for the internal consumer response process through a comprehensive qualitative literature review and theoretical analysis of existing advertising response models. This model integrates existing and original consumer response levels and phases, and appends specific variables to each response level that influence the manner in which consumers internally proceed through the diverse response processes. Furthermore, the proposed model will allow the execution of more specific objectives which include (a) to propose a paradigm shift from advertising consumer response models to integrated marketing communication response models; (b) to systematise existing consumer response models by arranging them into three proposed paradigms, based on their focal aim; and (c) to develop an integrated marketing communication internal consumer response model, depicting eight internal consumer response levels, consisting of diverse internal consumer response phases.     

Centring development: Education centres supporting rural development

Abstract

Since the 1950s various paradigms of development have aimed to improve living conditions in the developing world (Africa, Asia and Latin America). Globalisation has increased the gap between information and technology haves and have-nots, and development practice (born out of the paradigms developed over the past fifty years) now seeks to address issues such as access to information communication technology (ICT) and the need for developing countries to participate in the global economy. This article examines the first year of the joint venture between the Media in Education Trust (MiET) and the KwaZulu-Natal Department of Education (KZNDE) to develop Education Centres Supporting Rural Development in KwaZulu-Natal, and how these centres address a crucial aspect of development – the question of access.     

Cultural dimensions of South African employees and internal organisational communication satisfaction

Abstract

This article aims to help communication practitioners know which cultural dimensions are associated with communication satisfaction. The meta-theoretical framework is the Excellence Theory of Public Relations and Communication Management (Dozier, Grunig and Grunig 1995, 35). The conceptual theoretical framework; cultural dimensions by Geert Hofstede (Hofstede and Hofstede 2005, 39) and communication satisfaction by Downs and Hazen (1977, 68) and Gray and Laidlaw (2004, 427) fit into the Excellence Theory of Public Relations and Communication Management. The research design was a quantitative survey with an online questionnaire as a data collection method distributed among a random sample. Validity was improved through pilot tests and the sampling technique. In terms of reliability this survey's scores sufficed as accurate and consistent, scoring above the acceptable score of 0.7 (Van Heerden 2001); 0.72 for national culture and 0.83 for communication satisfaction. Regression analysis was used to analyse the relationship between cultural dimensions (independent variables) and communication satisfaction (dependent variable). The findings clearly showed that national cultural dimensions have significant relationships with communication satisfaction. The implication was that internal communication practitioners could now be informed about the dynamics of the interaction between the cultural dimensions prevalent amongst South African employees and internal organisational communication satisfaction.     

Effect of time and relationships on victim–offender dialogue completion in felony cases

Victim–offender dialogues (VODs) often take place in organizational contexts, the stakeholders of which may very well be interested in measures of program effectiveness such as completion rates. When reported, completion rates typically ranged from 40 to 60%. At the time of this study, Ohio’s VOD program was completing just 25% of initiated cases and program stakeholders were unsure as to the cause(s). An archived data analysis was performed on a sample (n?=?212) of the Office of Victim Services (OVS) completed and will-not-proceed files. One hypothesis and two research questions make use of archived data to explore this felony VOD context. The amount of time between the date the crime occurred and the date on which the dialogue file was initiated was not a significant predictor of dialogue completion. However, both victim-offender’s pre-crime relationship and dialogue file initiator were found to significantly impact dialogue completion rates. These results are considered in light of social exchange and uncertainty reduction theories.     

Social Media Engagement of Berlin and Prague Museums

ABSTRACT

Attracting visitors and engaging them effectively in the highly competitive and saturated environment shaped by Web 2.0 and online social networking forces museums to creatively and purposefully examine channels for extended interaction with audiences. This exploratory and comparative research aims to compare the state of social media strategies across museums of two regions and to identify the influence of applied strategies on users’ reactions. The surveyed sample considers 296 museums from two European capitals—Berlin and Prague—whose activity has been observed during a three-month period. The findings identify the differences in the approaches of museums and suggest that the frequency and characteristics of published messages correlate to the level of fan reactions, facilitating targeted relationship-building possibilities with online audiences. They further imply that the museums can influence the engagement of visitors by focusing on the particular properties of their posts, both in the sense of post structure, media application, and underlying semantic features.     

The violence relapse process – a qualitative analysis of high-risk situations and risk communication in mentally disordered offenders

Abstract

Approximately 45% of mentally disordered offenders relapse into violence. Although much is known about factors related to the risk of future violence, the violence relapse process is still in many aspects an unexplored area. The aim of this study was to increase the knowledge of the recidivism process and risk communication of the repeatingly violent mentally disordered offender. A qualitative study using open-ended, semi-structured interviews was conducted with 14 mentally disordered offenders who had relapsed into violent behaviour. Important risk markers, pointed out by the informants, such as separations, drug problems, homelessness, and lack of sleep, were presented in a situational context. All but one of the informants were of the opinion that they directly or indirectly had communicated their violent intent or the experience of an intolerable situation. These results may help practitioners to target interventions and prevent further violence.     

Practitioner perspectives on rapport building during child investigative interviews

The inclusion of a rapport phase with children in investigative interviews is considered best practice as research shows that this can improve the quality of information provided. However, the phenomenon of ‘psychological rapport’, as demonstrated in a person's behaviour, is less understood. Specifically, how do practitioners build rapport with children in the rapport phase? The aim of this paper is to provide information on the methods used by practitioners for building rapport with children, with an explanation of how they may influence communication. Nineteen Scottish practitioners (police officers and social workers) were interviewed about their experiences and approach to rapport building with children in investigative interviews. These interviews were qualitatively analysed using a grounded theory approach and produced a model for the relationship between psychological rapport and children's communication. According to this group of practitioners, rapport building acts as a ‘communication tool’ and is approached using three main strategies. These strategies involve using rapport to assess the child, adjust interview approach based on the assessment, and produce a change in the child's psychological state that facilitates communication. These findings have established practitioner understanding of rapport building and highlighted a number of areas that require further research.     

Paradoxical and double-bind communication in treatment for people who sexually offend

Abstract

At its most fundamental structural level, treatment for people who sexually offend has inherently paradoxical elements. These involve questions about efficacy, the balance of community safety and client autonomy and responsibility for meaningful change. These elements can create further forms of paradoxical and double-bind communication within the treatment experience itself. This paper explores this communication and its potentially harmful effects on clients, therapy and community safety, particularly in light of the schemas, implicit theories and cognitive deficits exhibited by people with histories of sexually offending behaviour. It is intended to suggest topics for consideration in solving clinical dilemmas and preventing harm to therapeutic relationships.     

Mediatization of Civil Society Organizations: (De)legitimation of the Swedish Red Cross

Abstract

The article explores how media representations influence ideas about legitimate behaviour within a civil society organization (CSO). We develop understanding of the mediatization of CSOs, and in particular of how media coverage influences internal practices and decision-making. The analysis is based on a case study of the Swedish Red Cross and illustrates how (negative) media exposure influences the conditions for, and behaviour of, a CSO. The findings demonstrate that media constructed a legitimacy crisis and that the organization over time adjusted to the media story to maintain its legitimacy. The findings also suggest that professional communicators play significant roles in carrying and reinforcing ideas within CSOs about the importance of controlling media attention.