PurposeThe paper explores university leaders' employee-focused sensegiving discourse during the COVID-19 health crisis. The aim is to reveal how leadership sensegiving narratives construct emotion in the rhetor-audience relationship.Design/methodology/approachA social constructionist, sensemaking approach centres on the meaning-making discourse of university leaders. Using rhetorical discourse analysis (RDA), the study analysed 67 emails sent to staff during a three-month period at the start of the global pandemic. RDA helps to reveal how university leaders help employees make sense of changing realities.FindingsThree core narratives: organisational competence and resilience; empathy, reassurance and recognition; and community and location reveal a multi-layered understanding of leadership sensegiving discourse in which emotion intersects with material and temporal sensemaking dimensions. In supporting a process of organisational identification and belonging, these core narratives help to mitigate audience dissonance driven by the antenarrative of uncertainty.Research limitations/implicationsAn interpretivist approach was used to analyse qualitative data from two UK universities. While focused on internal communication, the employee perspective was not examined. Nevertheless, this paper extends the human dimension of internal crisis communication, building on constructionist approaches that are concerned with emotion and sensegiving.Originality/valueThis paper expands the domain of internal crisis communication. It integrates the social construction of emotion and sensemaking with the underexplored material and temporal dimensions in internal crisis communication and applies RDA.

Is a 'new feminist visibility' emerging in the UK PR industry? Senior women's discourse and performativity within the neoliberal PR firm Despite persistent gender inequalities, the Public Relations (PR) industry in the UK has historically reflected unease with feminism (Yaxley, 2013; L'Etang, 2015). However, indications of a 'new feminist visibility' raise significant questions. Do these feminist moves reflect a blossoming of feminist practice in the PR industry? Or rather, in an occupation that is strongly intertwined with neoliberalism and promotional culture (Miller and Dinan, 2000; Cronin, 2018), is the PR industry emblematic of a highly individualised 'neoliberal feminism' (Rottenberg, 2014) and a postfeminist sensibility in which 'multiple and contradictory ideas' co-exist? (Gill, 2016: 622). Adopting Edley's (2000) discourse analysis framework, data drawn from interviews with seven senior female practitioners, supported by observational data, was critically explored in relation to literature in gender sociology, cultural studies and feminist literature in PR. While the online presence of women's networks in PR provide evidence of a feminist visibility to address inequalities, the 'subject positions' and 'interpretative repertoires' in the data were characteristic of neoliberal feminist individualism that calls upon women to provide for their own needs and aspirations through 'self help' measures. Further, while sex discrimination in the PR industry featured prominently within the discursive repertoires of some participants, inequalities in everyday agency practice were either left unchallenged in response to client expectations or tackled through individual actions. Contradictory repertoires, including the repudiation of sexism, were indicative of entrepreneurial discourse (Lewis, 2006) and a postfeminist sensibility (Gill et al, 2017). Senior PR women providing client services appear to have limited scope beyond individualised, performative strategies to challenge the structures that perpetuate inequalities in PR and bring about transformative change (Golombisky, 2015). Although findings are limited to a small-scale study, this paper contributes a unique perspective of the intersections between neoliberalism, third wave feminism, postfeminism and performativity within the UK PR industry.

This paper asks how we might theorise empathy in public relations (PR) in the light of a widespread 'turn' towards emotion in the academy, as well as in popular discourse. Two distinct notions of empathy are explored: 'true' empathy as discussed in intercultural communication, is driven by a human concern for the other in order to understand experiences, feelings and situations that may be different from our own; whereas 'instrumental' empathy, reflecting a self orientation, is said to characterise much neoliberal market discourse in which corporations are urged to understand their customers better. Thus, while empathy may seem highly desirable as a means to enter into dialogue with an organisation's publics, particularly during times of social upheaval and crisis, it is important to pay attention to empathy in public relations discourses including whose goals are served by empathetic engagement; and the type(s) of empathy called upon within a PR context. A literature review identified a socio-cultural definition of empathy as 'imaginary effort'. A review of the public relations literature, however, found that while empathy is considered an important principle and personal attribute, notions of empathy, with a few exceptions, are under-explored. Nonfunctionalist, socio-cultural research which examines the meanings that practitioners associate with empathy is distinctly lacking; therefore in order to gain further insight into empathy, two sources of data were explored. The analysis of a popular online practitioner blog showed that other-centred empathic skill is discursively framed as instrumental in achieving clients' business objectives. The analysis of three empathy statements drawn from 12 in-depth interviews with practitioners revealed complex empathic discourse in practitioner-client relationships. While the findings are limited to illustrative analyses only, this paper challenges researchers to develop conceptualisations and perspectives of empathy as imaginary effort in public relations.

Purpose -The purpose of this paper is to explore the notion that, in order to instil and maintain confidence in relationships with clients, journalists and others, PR practitioners in the UK, and women in particular, are required to develop specific skills in managing emotion. It argues that, in providing a PR service, practitioners are performing the skills of emotional labour. Design/methodology/approach -The paper draws on three areas of literature: public relations, emotion in organisations, and emotional labour. The concepts of emotional labour are illustrated by extracts drawn from in-depth interviews with public relations students reflecting on one-year placement experiences in the UK public relations industry. Findings -The paper found that the key questions for empirical investigation concern practitioners' feelings of self-identity, including gender identity in performing professional roles. A feminist paradigm is proposed using social constructionist methodological approaches. Practical implications -The paper shows that the uncovering of "tacit and uncodified skills" through empirical investigation could have implications for future public relations education and training. Originality/value -Emotion in public relations is so far unacknowledged and unexplored. This paper represents the first step towards a fuller understanding of how professional relationships are made and understood among PR practitioners, and women in particular.

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