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Dealing with risk in stakeholder dialog : identification of risk indicators in a public service media organization's conversation and discourse with citizens

  • Purpose This study operationalizes risks in stakeholder dialog (SD). It conceptualizes SD as co-produced organizational discourse and examines the capacities of organizers' and stakeholders' practices to create a shared understanding of an organization’s risks to their mutual benefit. The meetings and online forum of a German public service media (PSM) organization were used as a case study. Design/methodology/approach The authors applied corpus-driven linguistic discourse analysis (topic modeling) to analyze citizens' (n = 2,452) forum posts (n = 14,744). Conversation analysis was used to examine video-recorded online meetings. Findings Organizers suspended actors' reciprocity in meetings. In the forums, topics emerged autonomously. Citizens' articulation of their identities was more diverse than the categories the organizer provided, and organizers did not respond to the autonomous emergence of contextualizations of citizens' perceptions of PSM performance in relation to their identities. The results suggest that risks arise from interactionally achieved occasions that prevent reasoned agreement and from actors' practices, which constituted autonomous discursive formations of topics and identities in the forums. Originality/value This study disentangles actors' practices, mutuality orientation and risk enactment during SD. It advances the methodological knowledge of strategic communication research on SD, utilizing social constructivist research methods to examine the contingencies of organization-stakeholder interaction in SD.

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Metadaten
Author:Christian Schwägerl, Peter Stücheli-Herlach, Philipp Dreesen, Julia Krasselt
Title (English):Dealing with risk in stakeholder dialog : identification of risk indicators in a public service media organization's conversation and discourse with citizens
URN:urn:nbn:de:bsz:959-opus-52921
DOI:https://doi.org/10.1108/JCOM-01-2023-0002
ISSN:1363-254X
Parent Title (English):Journal of Communication Management
Document Type:Article
Language:English
Year of Completion:2024
Release Date:2024/02/05
Tag:Deliberation; Kommunikationsmanagement; Organisationskommunikation; Stakeholder Dialog; Strategische Kommunikation
GND Keyword:Bürgerbeteiligung; Dialog; Kommunikationswissenschaft; Organisation; Risiko
Volume:28
Page Number:25
Faculties:Fakultät MKT / Institut für Kommunikationsmanagement
DDC classes:300 Sozialwissenschaften / 380 Handel, Kommunikation, Verkehr
400 Sprache / 400 Sprache, Linguistik
600 Technik, Medizin, angewandte Wissenschaften / 650 Management
Review Status:Peer Reviewed
Licence (German):License LogoCreative Commons - CC BY - Namensnennung 4.0 International