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First published 2004 by Routledge 11 New Fetter Lane, London EC4P 4EE Simultaneously published in the USA and Canada by Routledge 29 West 35th Street, New York, NY 10001 Routledge is an imprint of the Taylor and Francis Group This edition published in the Taylor & Francis e-Library, 2005. “To purchase your own copy of this or any of Taylor & Francis or Routledge’s collection of thousands of eBooks please go to www.eBookstore.tandf.co.uk.” © 2004 Sandra Oliver for editorial matter and selection; individual chapters, the contributors All rights reserved. No part of this book may be reprinted or reproduced or utilized in any form or by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any information storage or retrieval system, without permission in writing from the publishers. British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Library of Congress Cataloging in Publication Data A catalog record for this book has been requested ISBN 0-203-41495-0 Master e-book ISBN ISBN 0-203-68057-X (Adobe eReader Format) ISBN 0–415–33419–5 (Print Edition) © 2004 Sandra Oliver for editorial matter and selection; individual chapters, the contributors
Contents List of figures List of tables Notes on contributors Foreword Preface Acknowledgements PART I: CORPORATE COMMUNICATION AT NATIONAL LEVEL 1 Diversity programmes in the contemporary corporate environment Don R. Swanson 2 A best-practice approach to designing a change communication programme Deborah J. Barrett 3 Knowledge management for best practice Stephen A. Roberts 4 Corporate and government communication: relationships, opportunities and tensions Kevin Moloney 5 Priorities old and new for UK PR practice Gerald Chan 6 Communication similarities and differences in listed and unlisted family enterprises Liam Ó Móráin 7 Strategic challenges for corporate communicators in public service J. Paulo Kuteev-Moreira and Gregor J. Eglin © 2004 Sandra Oliver for editorial matter and selection; individual chapters, the contributors
Page 2 and 3: HANDBOOK OF CORPORATE COMMUNICATION
Page 6 and 7: PART II: CORPORATE COMMUNICATION AT
Page 8 and 9: Figures 2.1 Strategic employee comm
Page 10 and 11: Tables 2.1 Strategic objectives 5.1
Page 12 and 13: Contributors Anthony Clive Allen is
Page 14 and 15: David Pickton lectures and research
Page 16 and 17: organization as a whole beyond that
Page 18 and 19: Preface In its 250th anniversary ye
Page 20 and 21: PART I CORPORATE COMMUNICATION AT N
Page 22 and 23: enlightenment regarding cross-cultu
Page 24 and 25: participants had a sense of outcome
Page 26 and 27: 5 Working to define clear and measu
Page 28 and 29: game’ according to the men’s ru
Page 30 and 31: that assist the leader in perceivin
Page 32 and 33: interaction patterns are slow to ev
Page 34 and 35: and physical ability. As the concep
Page 36 and 37: organizations: have academics and t
Page 38 and 39: CHAPTER 2 A best-practice approach
Page 40 and 41: implications and effects. Many mana
Page 42 and 43: 4 Effective media/forums: Effective
Page 44 and 45: The three-phase action plan contain
Page 46 and 47: Where are the company’s employee
Page 48 and 49: Once senior management has establis
Page 50 and 51: employee improvement efforts, at th
Page 52 and 53: CHAPTER 3 Knowledge management for
Page 54 and 55:
take this further and distinguish b
Page 56 and 57:
• The identification of the conce
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structured). The lack of formal org
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as they occur in and affect organiz
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kinds in organizations, data wareho
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tools, techniques, methods and prin
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the wider tasks of disseminating kn
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to achieve. Rich networks of contac
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management of these resources. Ther
Page 72 and 73:
CHAPTER 4 Corporate and government
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the collective and the planned towa
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individual business executive cause
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due to ‘handicaps in status’. D
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definition of the national interest
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This was the case with the Major go
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Public silence, private analysis an
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The tension between these perspecti
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Principles and Practice, London: Th
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have resulted in shifts in normativ
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out of which twenty-three replies w
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Argument over how public relations
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ather than rank in order of perceiv
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programmes. This is possible only i
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A practitioner claims that research
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elations. The term that seems to be
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have in place some form of auditing
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2 Wheeler, T., D. Moss and J. White
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CHAPTER 6 Communication similaritie
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of mass communications, journalism
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2000). Stakeholders with a large st
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But over time, both entrepreneurial
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with a small and important number o
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similarities of quoted (listed) or
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expressed, especially in the United
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Chairman CorpCom Committee Finance
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their time on communication. Argent
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question, debate the judiciary func
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CHAPTER 7 Strategic challenges for
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implementation which implies three
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one major objective to aim at whils
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The nurse The administrator The the
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Patients and service users Non-care
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whom a communication breakdown may
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hospital as advocated by the profes
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A changing local government environ
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Act local Despite the original misg
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Summary Both studies indicate the c
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CHAPTER 8 Communication audits: bui
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ship of key issues and relating com
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• What are the key business probl
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available the results will be, and
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should also be publicized. In this
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• give regular feedback on perfor
Page 160 and 161:
REFERENCES Cialdini, R. (2001) Infl
Page 162 and 163:
CHAPTER 9 The Olympic Games: a fram
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well-structured department format,
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Table 9.2 Seoul 1988 PR practices D
Page 168 and 169:
Table 9.4 Atlanta 1996 PR practices
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according to the specific Australia
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etween venue operations and the pho
Page 174 and 175:
Howard, S. (1998) Corporate Image M
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Meaning of the corporate brand Corp
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in today’s fast paced global comp
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managers and employees to keep up w
Page 182 and 183:
in innovative products of a consist
Page 184 and 185:
CHAPTER 11 Differing corporate comm
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would like to achieve. From the mom
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Most businesses have the potential
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clear majority of the respondents b
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Sales and business development team
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national differences, and they may
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imitate and copy others rather than
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and systems are altered. Communicat
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from business leaders to the people
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there were 78,339 firms involved in
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Table 12.1 Advertising industry tur
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loses the phonetic link with the or
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of the issues discussed here will h
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wants and attitudes, something that
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Table 12.10 How did you integrate t
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Table 12.14 What role does event sp
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NOTE 1 The Chinese names of interna
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linguistics; management and marketi
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your company is in. This brings us
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- securities - insider information;
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Only 8.8 per cent use a vendor for
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Building a corporate communication
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America some seventy years ago, onl
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and interpreting information. Liste
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• Electronic means: email, broadc
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People on their own and in organize
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LANs (local area networks) function
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Qualities of organizations and peop
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Technology and the environment The
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and external relationships. The act
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CHAPTER 14 Assessing integrated cor
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ment of working relationships with
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Barriers to integrated corporate co
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addressed in each dimension and bet
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example, the different strategies a
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Integration of communication target
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Dimensions of integration Very stro
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is an assessment tool. The resultin
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CHAPTER 15 New technology and the c
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However, there are also strong argu
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smaller groups of people, i.e. from
Page 266 and 267:
dominated by a handful of huge comp
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Figure 15.2 The changing face of Co
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PART III MANAGING IMAGE, IDENTITY A
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modes of delivery - it supports amo
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Conversely, and of equal importance
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open up new competitions in what we
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May, with 24 hours non-stop music b
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Kanter, R. M. (1989) When Giants Le
Page 282 and 283:
Table 17.1 The best corporate reput
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Mandelson, Henry McLeish, and Slobo
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Schultz, 1999). The second reason i
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Table 17.3 Revenue (%) Less than $1
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While there is little doubt that go
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McCarthy, E. J. and Perrault, W. D.
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Table 18.1 Operational functions of
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Table 18.2 Differences between rout
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Due to the wide range of circumstan
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Legislative/regulatory (UK) Environ
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The Turnbull Report encompasses iss
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Data recovery Technology recovery B
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as electrical supplies, voice and d
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direction the media would take so t
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on top of the building. Meridian we
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the system/building failure was dow
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Scotiabank’s incident response In
Page 316 and 317:
Scenario: phases 1 and 2 Info sourc
Page 318 and 319:
As vice president, Rex Engstrand, d
Page 320 and 321:
Luftman, J. N. (2003) Managing Info
Page 322 and 323:
Issues Issues management is part of
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Agency Agency Agency Agency Transpa
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tent. Such lack of website maintena
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inging people in to work from home
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e) deployed. In addition, the conse
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Figure 19.5 Tesco has statements ab
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organization is something that has
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Mojo Wire, 11 is the website which
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Someone got your copyright: you got
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prevent a mass of comment in dozens
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NOTES 1 Grunig, J. E. (1982), ‘Th
Page 344 and 345:
lifetimes. 2 A study by CBS News an
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• Do you agree the events of Sept
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Table 20.1 Responses of senior-leve
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important and more significant assi
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Table 20.3 Comparing mean scores be
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11th because stockholders and emplo
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email conversational interviews wit
Page 358 and 359:
CHAPTER 21 Public relations and dem
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about public policy options. This t
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international flux and transformati
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etween organizations and publics. A
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elations. Some of these took their
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By the late 1950s and early 1960s m
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PART IV THE FUTURE IS NOW
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developed in this chapter as an aid
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composition can be judged by visual
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Figure 22.1 Toyota Source: Permissi
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Response The represented participan
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(11) Is the linearity (position of
Page 382 and 383:
(3) What is the integration of diff
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Response The text is concerned with
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CHAPTER 23 Methodological issues fo
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The whole management endeavour is t
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awareness of what is involved in in
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• In making sense of the world, u
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CHAPTER 24 Communication for creati
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simultaneously de-emphasizes the va
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y what the organization values and
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Opportunities for providing a varie
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integrated organization is recogniz
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Activities 1 Select three establish
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Shepherd, M., Briggs, R., Reinig, B
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demand for cultural insight (Coulma
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The evolution of the knowledge econ
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their products. In testimony before
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language policies. With rare except
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Individuals possess unique personal
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Abrams (1983) goes on to describe l
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dominant language emerges within hi
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degree to which the language afford
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Table 25.1 Functionality offered by
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Dhir, K. S. and Savage, T. (2002)
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Reeves, N. and Wright, C. (1996) Li
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growth of public relations. There i
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economic downturn, the global corpo
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definition, demanded that it be bro
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Technology Anyone practising public
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nurses and pharmacists, and include
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1-way mandate from HQ 24% Local uni
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accounting procedures being used an
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of the tragedy of Enron, that 90 pe
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expose the student to some thought
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and the understanding that ‘trust
Page 450 and 451:
CHAPTER 28 The new frontier for pub
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necessary (Grunig et al., 1995). Fo
Page 454 and 455:
culture-bound perspectives and assu
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audiences; in addition to communica
Page 458 and 459:
All respondents agreed that knowled
Page 460 and 461:
company needing more foot soldiers
Page 462 and 463:
(1995) Multicultural Public Relatio
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