Public relations as expectation management?

2014 ◽  
Vol 18 (3) ◽  
pp. 222-239 ◽  
Author(s):  
Laura Olkkonen ◽  
Vilma Luoma-aho
Keyword(s):  
Public Relations ◽  
Empirical Study ◽  
Media Industry ◽  
Communication Management ◽  
Content Type ◽  
Stakeholder Relationships ◽  
Response Strategies ◽  
Strategic Value ◽  
Expectation Management ◽  
The Media

Purpose – The purpose of this paper is to assess how expectation management can contribute strategically to communication management, and how understanding and managing expectations can increase organizations’ sensitivity toward stakeholder voices and concerns. Design/methodology/approach – An example of mapping and identifying expectations is presented as a result of a thematic analysis of qualitative interview data, collected from six stakeholder groups of the media industry. Findings – Expectation types and gaps can be identified through the use of systematic expectation mapping, conceptualized in this paper as “expectation management.” Expectation management analyzes expectation types and priorities, and it assists in crafting response strategies. Four types of expectations (must, will, should, and could) were identified in an empirical study of the media industry. Research limitations/implications – As the empirical study focussed on one industry in one country, the findings should be considered an introduction to expectation mapping and expectation management, to be further developed in other settings. Practical implications – Organizations can gain strategic advantages by using expectation management to deepen communication management. New skills and processes may be needed to enable communication professionals to analyze and understand the core level of expectations. Social implications – Expectation management can help organizations respond to current societal pressures and help publics voice their concerns toward organizations. Originality/value – A new concept with strategic value is presented. The reported study of mapping and identifying expectations helps to clarity and interpret factors that shape stakeholder relationships and satisfaction on a deeper level.

An attributional analysis of corporate reporting in crisis situations

2014 ◽  
Vol 18 (4) ◽  
pp. 422-435 ◽  
Author(s):  
Falk Tennert
Keyword(s):  
Public Relations ◽  
Attribution Theory ◽  
Media Coverage ◽  
Long Term Effects ◽  
Communication Management ◽  
Content Type ◽  
Attributions Of Responsibility ◽  
Corporate Reporting ◽  
The Media ◽  
Crisis Situations

Purpose – The purpose of this paper is to use an attributional approach to examine press coverage in Germany dealing with Toyota’s 2010 global product recall due to purportedly defective brakes. The research focuses on the attributions of cause and responsibility and, thereby, the practices of media-brokered selection and interpretation of events. Design/methodology/approach – The methodology used is a quantitative content analysis of selected German print media. Corporate reporting is analysed with the help of attribution theory approaches from the field of psychology, which, when applied to public relations themes, thereby enables the identification of latent and manifest risk factors that emerge from the perceived responsibility of the media. Findings – Causal attributions are an essential aspect of coverage in acute crisis situations. The key findings show a dominance of internal attributions of responsibility in which the media interprets the crisis as self inflicted and ascribes a high level of fault on the company. Exonerating attributions according to a self-serving bias find little resonance in the coverage. The responsibility attributed to Toyota by the media coverage to a sustained damage to the company’s reputation. Originality/value – The study demonstrates that attribution theory can be productively applied to questions of communication management. This approach enables an analysis of attribution discourse as well as the potential long-term effects on the company’s reputation. Thus, the original value of this study lies in the psychological foundation of organisational risk and opportunity.

scholarly journals Webs y portales de transparencia para la participación ciudadana en la gestión de las relaciones públicas con los stakeholders locales

2020 ◽  
Author(s):  
Pilar Paricio-Esteban ◽  
Teresa Bruno-Carlos ◽  
Elvira Alonso-Romeero ◽  
María P. García-Alcober
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Public Relations ◽  
Linear Regression Analysis ◽  
Provincial Government ◽  
Web Pages ◽  
Autonomous Community ◽  
Stakeholder Relationships ◽  
Local Stakeholders ◽  
The Media

The aim of this research is to determine whether web pages and portals aimed at municipal transparency are in fact used as public relations tools directed at liaison with local stakeholders. The study focuses on the municipalities of the Autonomous Community of Valencia, using a methodology based on the InfoParticipa map via a content and regression analysis. Five main models of transparency web pages and portals were identified in this study, all showing, in general, a low level of compliance with transparency and participation indicators. The online site, although the most heavily used by the municipalities, was the model with the lowest levels of compliance. Separate websites or website sections, the model most widely used by municipalities with more than 50,000 inhabitants, greatly favor relations with citizens and local associations. In contrast, the media and participatory bodies are the stakeholders that are less well addressed from the perspective of public relations in the transparency web pages and portals adopting all the models. The results obtained by linear regression analysis show that independent websites and website sections are significant for the whole dataset. Nevertheless, for small municipalities, independent websites and the Diputación (provincial government) template are the most significant models. The latter model provides the opportunity to address stakeholder relationships for small municipalities that cannot afford to draw up their own designs. Resumen El objeto de la investigación es conocer si las webs y portales de transparencia municipales son utilizados como herramientas de Relaciones Públicas orientadas al diálogo con los públicos locales. Para ello, se ha realizado un análisis de contenido utilizando como base la metodología del Mapa InfoParticipa y un análisis de regresión, centrándose el estudio en los ayuntamientos de la Comunidad Valenciana. En el trabajo se han identificado 5 modelos predominantes de webs y portales de transparencia: web independiente, apartado en web, sede electrónica, plantilla de la Diputación provincial y plantilla del Gobierno de España. En todos los modelos se observa, en general, un bajo nivel de cumplimiento de indicadores de transparencia y participación. El modelo más utilizado por los ayuntamientos es la sede electrónica, siendo el que peores niveles de cumplimiento registra para todos los públicos. La web independiente y el apartado en el sitio web, que son las fórmulas más utilizadas en los ayuntamientos de más de 50.000 habitantes, favorecen más la relación con los ciudadanos y asociaciones locales. Los medios y los órganos de participación son los públicos menos atendidos desde una perspectiva de las Relaciones Públicas en todos los modelos. En el análisis de las regresiones lineales, se evidencia que la web independiente y el apartado en web son significativos en el conjunto de la población, junto con el primer modelo y las plantillas de la Diputación en ayuntamientos más pequeños. El uso de las últimas es una oportunidad para facilitar las relaciones con los stakeholders locales en los municipios de menos de 20.000 habitantes, que cuentan con menos recursos para la elaboración de diseños propios.

Food safety incidents’ influence on the food industry

2014 ◽  
Vol 6 (2) ◽  
pp. 264-277 ◽  
Author(s):  
Kaisheng Zeng ◽  
Xiaohui Luo ◽  
Yinglin Liu
Keyword(s):  
Food Safety ◽  
Public Relations ◽  
Statistical Power ◽  
Food Industry ◽  
Environmental Changes ◽  
Statistical Significance ◽  
Food Markets ◽  
Content Type ◽  
The Media ◽  
Strategic Reactions

Purpose – The purposes of this paper are to find out the correlations between the changes of food companies’ environments and the strategic reactions of food companies after the media disclosed that there were food safety incidents out there in the food markets. Design/methodology/approach – This paper uses a randomly sampling survey of 139 food enterprises in China. After statistical significance and statistical power were examined, canonical correlation analysis was used as the main data analysis technique of this research. Findings – Based on the environment-strategy paradigm, the authors found that the changes of the competition environment, resource environment, and institution environment in the food industry have significant association with food companies’ strategic reactions such as public relations, networking with firms and futurity after food safety incidents in the food market were disclosed. Originality/value – The paper is the first to quantitatively examine the relationships between the changes of food companies’ environments and the strategic reactions of food companies after the media disclosed that there were food safety incidents in the food markets. The findings of this paper send novel and important messages to government decision makers and the public, evidencing how food companies strategically respond to external environmental changes, and suggesting that the institution-builder as well as the media have more work to do in the aftermath of food safety incidents.

The dimensionality of corporate communication management (CCM)

2019 ◽  
Vol 32 (1) ◽  
pp. 71-97 ◽  
Author(s):  
Bahtiar Mohamad ◽  
Bang Nguyen ◽  
TC Melewar ◽  
Rossella Gambetti
Keyword(s):  
Public Relations ◽  
Quantitative Research ◽  
Operational Definition ◽  
Corporate Communication ◽  
Corporate Management ◽  
Corporate Communications ◽  
Measurement Scales ◽  
Communication Management ◽  
Content Type ◽  
Corporate Advertising

Purpose This paper aims to investigate the conceptualisation of corporate communication management (CCM) and its dimensionality from the practitioners’ perspectives. It proposes to validate an operational definition and dimensions of the CCM construct, which have not been identified in the literature. Design/methodology/approach The initial concepts are based on academic literature and followed by 12 face-to-face interviews with corporate communication practitioners and consultants from Malaysia to confirm the practicality of each dimension. QSR Nvivo Version 9.0 software is used to analyse the qualitative data. Then, the data are classified through deductive content analysis based on key words or themes. Findings The diverse perspectives are shown from the practitioners and consultants on the dimensionality of CCM. Most of the interviewees suggest that CCM dimensions include corporate advertising, corporate affairs, investor relations and employee communication within the corporate communication and other departments. They also found the public relations and media relations are clearly under corporate communications manager’s supervision. This research confirms the concept of CCM and its dimensionality to operationalise the CCM construct. The CCM dimensions also offer opportunities for further research to develop the measurement scales. Originality/value This research contributes to the clarification on the subject matter by developing clear concepts of the CCM and by offering insights about the role of the CCM dimensions, which help managers to more successfully incorporate the CCM dimension into the corporate management strategy. This paper also examines the concept of CCM and confirms its dimensionality, which helps in developing the CCM measurement for further quantitative research.

scholarly journals Message content features and social media engagement: evidence from the media industry

2019 ◽  
Vol 29 (5) ◽  
pp. 533-545 ◽  
Author(s):  
Gillian Moran ◽  
Laurent Muzellec ◽  
Devon Johnson
Keyword(s):  
Social Networking Sites ◽  
Negative Binomial ◽  
Behavioral Responses ◽  
Radio Station ◽  
Media Richness ◽  
Media Industry ◽  
Message Content ◽  
Content Type ◽  
Brand Engagement ◽  
The Media

Purpose This paper aims to uncover the drivers of consumer-brand engagement on Facebook, understood here as users’ behavioral responses in the form of clicks, likes, shares and comments. We highlight which content components, interactivity cues (calls to action [CTA]) and media richness (e.g. video, photo and text) are most effective at inducing consumers to exhibit clicking, liking, commenting and sharing behaviors toward branded content. Design/methodology/approach This study analyzes 757 Facebook-based brand posts from a media and entertainment brand over a 15-week period. It investigates the relationship between interactive cues and media richness with consumer engagement using a negative binomial model. Findings Results show positive relationships for both interactivity cues and media richness content components on increasing consumer-brand engagement outcomes. The findings add clarity to previous inconsistent findings in the marketing literature. CTAs enhance all four engagement behaviors. Media richness also strongly influences all engagement behaviors, with visual imagery (photos and videos) attracting the most consumer responses. Research limitations/implications The sampled posts pertain to one brand (a radio station) and are thus concentrated within the media/entertainment industry, which limits the generalizability of findings. In addition, the authors limit their focus to Facebook but recognize that findings may differ across more visual or textual social networking sites. Practical implications The authors uncover the most effective pairings of media richness and interactivity components to trigger marketer-desired, behavioral responses. For sharing, for example, the authors show that photo-based posts are more effective on average than video-based posts. The authors also show that including an interactive call to act to encourage one type of engagement behavior has a near-universal effect in increasing all engagement behaviors. Originality/value This study takes two widely used concepts within the communications and advertising literatures – interactivity cues and media richness – and tests their relationship with engagement using real and actual users’ data available via Facebook Insights. This method is more robust than surveys or wall scrapping, as it mitigates Facebook’s algorithm effect. The results produce more consistent relationships than previous content marketing studies to date.

Service ecosystems: why the media industry prefers access, not ownership

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jennifer Chandler ◽  
Atul Teckchandani
Keyword(s):  
Global Economy ◽  
Design Methodology ◽  
Feedback Loops ◽  
Media Industry ◽  
Managerial Decision ◽  
Managerial Decision Making ◽  
Content Type ◽  
Service Ecosystems ◽  
The Media ◽  
Service Ecosystem

Purpose Because of the increasing importance of access over ownership, the purpose of this paper is to propose a service ecosystem perspective to help managers navigate hypercompetition. With the rise of cloud-based services and the ongoing recovery from the COVID-19 pandemic, the global economy has shifted toward hypercompetition, a state characterized by organizational advantages that are rapidly created and then destroyed by intense competitive moves. Because advantages are quickly eroded, organizations must be aggressive in the number of actions they take and the speed with which they execute these actions. The service ecosystem perspective focuses on relationships that allow organizations to jointly adjust to one another and to their environment. Design/methodology/approach This paper first reviews traditional strategies for navigating hypercompetition. Then, it presents an explanation of the service ecosystem perspective. Finally, the three north stars and media examples are provided. Findings The service ecosystem perspective asserts “north stars” that can guide managerial decision-making in hypercompetitive environments. These north stars are: cultivate system norms, facilitate feedback loops and embrace servitization. Originality/value In today’s world, organizations are increasingly seeking access to resources instead of ownership of them. The proposed approach suggests that, rather than an organization owning the resources it needs to achieve advantages, organizations are increasingly relying on accessing resources by coordinating with other organizations to draw upon the resource(s) as needed, without incurring the additional burdens of ownership. Examples from the media industry are used to illustrate the three north stars of the service ecosystems perspective.

scholarly journals STRUKTURASI KOMUNIKASI INTERNAL DALAM PRAKTIK MEDIA RELATIONS DI DALAM INDUSTRI MEDIA

INFORMASI ◽  
2018 ◽  
Vol 48 (1) ◽  
pp. 49
Author(s):  
Brahma Putra Pratama
Keyword(s):  
Public Relations ◽  
Qualitative Approach ◽  
Internal Communication ◽  
Media Industry ◽  
Internal Environment ◽  
Media Relations ◽  
The Public ◽  
Adaptive Structuration ◽  
The Media ◽  
Initial Process

Media relations is one of the practices that can be found in the system of a publicrelations (PR) department. The PR department of a media industry still needs to do thepractice of media relations with other media industry although it has already had its ownchannel to disseminate information. The practice of media relations has aim that theinformation from an organization can be distributed to the public through the channelof the media industry. To achieve the aim, the initial process, such as the interactionand communication in the internal environment of the organization between the PRstaff with the superiors, is required. PR staff and the superiors as the agents use thestructure to act in the process of system production and reproduction. To know howthe process of the system production and reproduction in the interaction of the agentsin the practice of media relations, then analysis using adaptive structuration theorydeveloped by McPhee and Poole is required. This research aims to describe and providean understanding of structuration of internal communication in the practice of mediarelations in the PR department. The method used in this research is a single instrumentalcase study with descriptive qualitative approach. From this study, it is found that in thePR department system, the staff connects to the superiors in the internal environmentin the practice of media relations and the agents use the structure to act and to interactso that the system and practice can take place continuously either as a rountine or as atransformation.Media relations merupakan salah satu praktik yang terdapat dalam sistem departemen public relations (PR). Departemen PR dari suatu industri media ternyata masih perlu melakukan praktik media relations dengan industri media lain meskipun telah memiliki saluran media untuk menyebarkan informasi. Praktik media relations bertujuan supaya informasi dari suatu organisasi dapat disebarluaskan kepada publik melalui saluran suatu industri media. Untuk mencapai tujuan tersebut, diperlukan proses awal berupa interaksi dan komunikasi di lingkungan internal organisasi antara staf PR dengan atasannya. Staf PR dan atasannya sebagai agen menggunakan struktur dalam bertindak dalam proses produksi dan reproduksi sistem. Untuk mengetahui bagaimana proses produksi dan reproduksi sistem tersebut dalam interaksi para agen dalam praktik media relations, maka diperlukan analisis menggunakan teori strukturasi adaptif yang dikembangkan oleh McPhee dan Poole. Penelitian ini bertujuan untuk menggambarkan dan memberikan pemahaman mengenai strukturasi komunikasi internal dalam praktik media relations yang terjadi di dalam departemen PR. Metode yang digunakan dalam penelitian ini adalah studi kasus instrumental tunggal dengan pendekatan kualitatif deskriptif. Dari penelitian ini ditemukan bahwa di dalam sistem departemen PR, staf berhubungan dengan atasannya di lingkungan internalnya dalam melakukan praktik media relations dan para agen menggunakan struktur dalam bertindak dan berinteraksi sehingga sistem dan praktik dapat berlangsung terus-menerus baik sebagai rutinitas maupun sebagai transformasi.Kata kunci: Strukturasi, Komunikasi Internal, Media Relations, Industri Media

scholarly journals Connecting the dots: a bibliometric review of Habermasian theory in public relations research

2019 ◽  
Vol 23 (4) ◽  
pp. 444-467
Author(s):  
Alexander Buhmann ◽  
Øyvind Ihlen ◽  
Craig Aaen-Stockdale
Keyword(s):  
Public Relations ◽  
Theory Development ◽  
Recent Decade ◽  
Content Type ◽  
The Public ◽  
Stakeholder Relationships ◽  
Body Of Knowledge ◽  
Bibliometric Review ◽  
The Public Sphere ◽  
Connecting The Dots

Purpose Meta reviews are central for mapping the state of the field, consolidating the heterogeneous public relations body of knowledge, and pointing to new potential research directions. Habermas is one of the most influential contemporary social theorists and his work has repeatedly been used in public relations scholarship. While some have maintained that his work has been most influential in the development of public relations theory, this stream of research has never been reviewed empirically. Design/methodology/approach In this paper, the authors present a bibliometric literature review of 263 public relations research articles published between 1980 and 2016 that cite and use Habermas’ work. A network analysis of these publications based on the technique of bibliographic coupling was used to identify common forms of application, research themes, as well as patterns of impact. Findings Results show that the use of Habermas has grown significantly, specifically in the recent decade. At the same time, researchers have a narrow focus specifically on earlier developments in the theory. Finally, we discover three main topical research clusters that have been influenced by the theory: public relations and the public sphere, dialogic stakeholder relationships, as well as public relations and communication ethics. Originality/value The findings map out an important stream of scholarship in the field by showing where public relations scholars have been and where the research community has not ventured yet. Based on the results of our analysis, the authors propose directions for research to advance future theory development in public relations using Habermas’ work.

Triggering the emergence of digital ecosystems: the role of mobile and video games in emerging economies

2018 ◽  
Vol 20 (5) ◽  
pp. 449-478 ◽  
Author(s):  
Jean Paul Simon
Keyword(s):  
Video Games ◽  
Growth Model ◽  
Emerging Economies ◽  
Economic Conditions ◽  
Digital Content ◽  
Media Industry ◽  
Mobile Games ◽  
Content Type ◽  
The Media

Purpose This paper aims to shed some light on the role of video games within the media industry and IT sector, on its contribution to the production and distribution of digital content in emerging economies. It offers a case study on the role of mobile devices as a factor of transformation and shows how under changing socio–economic conditions, the transformations enabled the creation of digital ecosystems and innovative business models. Design/methodology/approach The paper is based on desk research, a review of literature and trade press and comments from experts and industry players. Findings The paper argues that as the internet is going mobile, driven by data – mostly video – the new mobile platforms are becoming the key for the distribution of content and mobile games. Whether it is the history of browser games in China, mobile games in India or PC games in Russia, each national gaming industry has required a unique strategy for making money, building on some prominent cultural factors and adapting to the local economic conditions. The paper reveals that video games are now clearly a vital part of digital content production in these countries, while stressing upon the role of public policies. Research limitations/implications The paper relies mostly on industry and consultancy data, as in such a fast-changing environment official data even when accessible are in most cases too old to remain relevant to identify the trends and the fast changing stakes. This calls for some caution about the data. Therefore, the data used should be treated as just signals of potential trends, sufficient to provide an appropriate overview of the evolution of the global mobile ecosystem. Practical implications This paper shows that the video games industry can serve as a pivot for the ICT industry. Besides, this prompts upstream and downstream industries of the entire digital entertainment market to thrive. Social implications The paper shows that companies from emerging markets companies have been betting on a combination of factors: the development of the economies, the growth of the mobile market, emerging middle-classes and young customers. It provides a growth model that appears to be close to a “regular” industrial growth model. Originality/value Although there is a growing academic literature on the video games industry, few research have been devoted to specific issues of emerging economies and to the role of video games within the media industry and IT sector.

scholarly journals PERAN PUBLIC RELATIONS DALAM MEMPENGARUHI KONTEN MEDIA

2017 ◽  
Vol 5 (1) ◽  
pp. 90
Author(s):  
Rizki Hidayat
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Media Content ◽  
Mutual Understanding ◽  
Media Ethics ◽  
Economic Sectors ◽  
Communication Management ◽  
The Media ◽  
Set Up ◽  
Local Companies

AbstractIn this era of globalization of business competition is getting higher. Especially in economic sectors where big companies from abroad increasingly free to operate and market its products in Indonesia so that local companies can not compete with itself would be eliminated. The purpose of this study was look at the effectiveness of IT utilization is also the creativity of a public relations. Popularity of media and social networks such as Facebook, Twitter, YouTube, spur the growth of "medium alone" that allows companies and organizations to set up reporting directly or through intermediaries and remediation (where, the media took the headlines of social media and republish). The results of this study indicate that the majority of social media is 'parasitic', take a lot of information and topics of the mass media. Public relations in general is a process of communication management activities to create mutual understanding between an organization and its publics.  Keyword : public relations, media ethics, media content   

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