A holistic approach to stakeholder management: A rhetorical foundation

Smudde, Peter M.; Courtright, Jeffrey L.

doi:10.1016/j.pubrev.2011.01.008

Cited by 41 publications

(37 citation statements)

References 16 publications

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“…Customers perceive water utilities as distant players, which is why locally adjusted communication should be strengthened. This suggestion is strongly supported by stakeholder theory, which argues that organizations should establish emotional ties with stakeholders by creating environment for common learning (Freeman et al, 2007;Smudde & Courtright, 2011). The issue of water consumption is an illustrative case of contradictory viewpoints of customers and utility management.…”

Section: Resultsmentioning

confidence: 99%

Utility–Customer Communication

Heino

Anttiroiko

2015

Public Works Management & Policy

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The aim of this article is to shed light on the theory and praxis of utility stakeholder communication. Our general research objective is to contrast citizens' experiences of utility-specific information needs with the views of communication managers of municipal water utilities. Empirical data for the study were gathered using two methods. Citizens' views were gathered from street interviews in several Finnish middlesized cities, whereas the views of communication professionals of municipal water utilities were collected via email-based survey. Empirical analysis shows that one-way communication has its relevance, and it should actually be improved most notably in exceptional situations, such as water supply disruptions. More profound changes in customer communication require, however, that utilities support customers' strive for sustainable and economical water consumption. The overall challenge to utilities is to get closer to the everyday needs of their customers and to develop new communication culture to support such an endeavor. ResearchQuestion 1: What kind of information do citizens want to receive from water utilities, and what are the preferred communication channels? Research Question 2: How water utilities' communication managers perceive their task, especially in terms of customer communication? Research Question 3: How do the views of citizens and communication managers differ concerning the utility-customer communication?The key issue is stakeholder communication, of which we pay attention to four specific themes: information needs, communication channels, degree of symmetry in communication, and future prospects for utility stakeholder communication. Theoretical FrameworkThe setting of this article implies that there are three elements to be discussed in the theoretical framework: utilities in an institutional context, the nature of the utility-customer at Australian National University on June 5, 2016 pwm.sagepub.com Downloaded from

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Section: Resultsmentioning

confidence: 99%

Utility–Customer Communication

Heino

Anttiroiko

2015

Public Works Management & Policy

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“…Stakeholder management involves three main tasks [20]: (1) identifying important audiences, topics important to them, and appropriate methods to communicate with them; (2) maintaining relationships with them; and (3) improving those relationships. Furthermore, stakeholder management can be either reactive or proactive.…”

Section: Stakeholders In the Forest Sectormentioning

confidence: 99%

Forest Sector Sustainability Communication in Europe: a Systematic Literature Review on the Contents and Gaps

et al. 2017

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Purpose of Review Stakeholder communication plays an important role in enhancing the societal sustainability and business acceptability of the forest sector. The purpose of this study is to present the current state of forest sector communication research with its stakeholders at different hierarchical levels of sustainability (i.e., societal, sectorial, corporate, and product sustainability) in Europe. stakeholders via two-way and proactive information exchange. In the development process of forest sector communication and image building, more efforts on sending wellspecified messages for well-targeted audiences should be made.

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“…To be effective contributors, each stakeholder has to determine what role they can play and then let the managers of the effort know their skill set and that they are willing to help. In other words, each stakeholder has to assess his/her skills and knowledge that may contribute to disaster management (Smudde and Courtright, 2011).…”

Section: Literature Reviewmentioning

confidence: 99%

Disasters can happen to anybody: The case of Korea

2016

Environmental Impact Assessment Review

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In Korea, there is a pervasive feeling of invincibility to the point that people and organizations do not believe that disasters can strike them. This has impact on the level of preparedness for disasters. This study aims to delve into how Korea has to change its governmental policies/practices with some private partners' efforts to mitigate disaster risks. A case study was utilized as the major methodology by comparing exclusive management with inclusive management. These two approaches have been comparatively analyzed via four variables, namely the central government, the local governments, the incident commander, and other stakeholders. The major finding is that Korea's practices and policies have to evolve from the current exclusive management into future-oriented inclusive management. Moreover, the importance of communication, cooperation, collaboration, and multidiscipline coordination is discussed. Additionally, the problem of reductionism and equal participation among all stakeholders, as well as the resistance from vested interests, are recognized and elaborated for Korea and the international community.

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A holistic approach to stakeholder management: A rhetorical foundation

Cited by 41 publications

References 16 publications

Utility–Customer Communication

Utility–Customer Communication

Forest Sector Sustainability Communication in Europe: a Systematic Literature Review on the Contents and Gaps

Disasters can happen to anybody: The case of Korea

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