Web 2.0 and the social networks have changed how organizations interact with their publics. They enable organizations to engage in symmetric dialogic communications with individuals. Various organizations are increasingly using different social media to enhance their visibility and relationships with their publics. They allow them to disseminate information, to participate, listen and actively engage in online conversations with different stakeholders. Some social networks have become a key instrument for corporate communication. Therefore, this chapter presents a critical review on the organizations' dialogic communications with the publics via social networks. It puts forward a conceptual framework that comprises five key dimensions including 'active presence', 'interactive attitude', 'interactive resources', 'responsiveness' and 'conversation'. This contribution examines each dimension and explains their effect on the organizations' dialogic communication with the publics.Hence, this contribution has resulted in important implications for corporate communication practitioners as well as for academia. Moreover, it opens future research avenues to academia.

Resumen traducido por Christian Brassington (Técnico Nativo de inglés-Servicio Lingüístico-Universitat Rovira i Virgili) Artículo traducido por Yuhanny Henares

PurposeThis study aims to analyze whether companies from six Latin American countries are encouraging dialogic communication on Facebook.Design/methodology/approachTo do so, the paper studied the level of predisposition for interaction and the type of interaction achieved by companies on Facebook to produce an effective dialogic communication exchange and to generate conversation through different types of communication exchange between organizations and users. This research includes a specific analysis of the active presence, interactive attitude, interactive resources, responsiveness and conversation of 29,078 posts on 135 corporate fanpages of companies from six Latin American countries.FindingsThe results show that companies have a low interest in managing communication from a dialogic perspective on the social network, not only because a greater predisposition to interaction is needed, but also because the interaction generated is very low. Therefore, the paper identifies the need to review the communication strategy on social networks and to define a strategy aligned to the dialogic nature of the social network.Originality/valueThis research contributes to broadening the conceptual reflection on the evaluation of the dialogue in the digital context and aims to generate new methodological contributions to the evaluation of dialogic communication in an integrated way.

By exploring the strategic use of social media for 250 of Fortune's Most Admired U.S. Companies on Facebook, Twitter, and YouTube, this study creates a benchmark by which companies can use to gauge their involvement in the three dominant social media platforms. Results found that 91% of the companies utilized at least one social media platform. YouTube was the most commonly adopted social media followed by Twitter then Facebook. Overall, 30% of companies in this study provided a social media code of conduct in at least one platform, 58% integrated their social media accounts, 14% used a human voice, and 52% used a dialogic loop. Each of the topics is explored for each of the three social media platforms and suggestions for companies are included.

Social networks have changed the communication rules between companies and their stakeholders. Facebook became an important tool of communication strategies to promote interaction and dialogue. The objective of this study is to analyze how companies in LatAm and worldwide are managing the interaction with their stakeholders on Facebook. For this paper, 159 corporate profiles and 32,760 posts were analyzed through the methodology of content analysis. The categories selected were communication approach, communication resources, interaction level, and interaction rate. Results illustrate that the communication of companies in LatAm and worldwide mainly involves an informative approach on Facebook. The content disseminated by companies is not promoting interaction with the stakeholders. In contrast, companies are managed in a unidirectional way, meaning that it is not managed to establish and strengthen relationships, but rather to get visibility.