Factors affecting social presence and word-of-mouth in corporate social responsibility communication: Tone of voice,message framing,and online medium type

To understand how tone of voice, message framing, and type of online media affect public perceptions and reactions to an organization in the context of corporate social responsibility (CSR) communication, this study conducted a 2 (tone of voice: human voice vs. organizational voice) x 2 (message framing: gain-focused vs. loss-focused) x 2 (online media: Facebook vs. organizational blog) online experiment (N?=?394). Conversational human voice and gain-focused framing significantly influence the social presence of the organization and publics’ positive word-of-mouth intention. Publics’ intention to generate positive word-of-mouth was highest when the organization used conversational human voice with gain-focused message and conveyed the message on its Facebook page.     

Employees’ voice behavior in response to corporate social irresponsibility (CSI): The role of organizational identification,issue perceptions,and power distance culture

While extensive literature has examined the role of employees in corporate social responsibility (CSR), little is known about employees’ role in corporate social irresponsibility (CSI). The current study aims to examine the voice behaviors of employees generated around the issue of CSI. Two online surveys were administered to full-time employees by using two different scenarios involving CSI situations: environmental and diversity issues. The results of the study identified employees’ pre-established organizational identification as a critical cross-situational factor that influenced their CSI perceptions. In addition, employees’ situational perceptions of CSI – how they perceive CSI as a serious problem, their sense of connection to the situation, and their perceived constraints in solving the situation – played critical roles in motivating them to engage in voice behavior. Furthermore, the level of power distance culture within an organization significantly moderated the relationship between employees’ CSI perceptions and voice behavior. By incorporating organizational identification literature and public relations theory in the context of CSI communication and management, this study provides theoretical and practical implications.     

A structural equation model of the effects of diversity characteristics and inclusion on organizational outcomes in the child welfare workforce

The purpose of this study was to investigate the effects of diversity characteristics and organizational inclusion on organizational outcomes (e.g., organizational commitment, job satisfaction, and intention to leave) among public child welfare workers. The study used secondary data collected from public child welfare workers across a diversified Mid-Atlantic state. Structural Equation Modeling (SEM) was used to test the conceptual model. The results indicated that workers' higher perceptions of inclusion resulted in significantly higher levels of organizational commitment and job satisfaction. Furthermore, higher levels of workers' organizational commitment played a role in significantly reducing their intention to leave. The findings of the study provide practical implications for enhancing diversity management and organizational commitment, including instituting more participative decision-making structures and processes, and creating more accessible organizational information networks.     

Spokespersons’ Nonverbal Behavior in Times of Crisis: The Relative Importance of Visual and Vocal Cues

When a chief executive officer or spokesperson responds to an organizational crisis, he or she communicates not only with verbal cues but also visual and vocal cues. While most research in the area of crisis communication has focused on verbal cues (e.g., apologies, denial), this paper explores the relative importance of visual and vocal cues by spokespersons of organizations in crisis. Two experimental studies have more specifically examined the impact of a spokesperson’s visual cues of deception (i.e., gaze aversion, posture shifts, adaptors), because sending a credible response is crucial in times of crisis. Each study focused on the interplay of these visual cues with two specific vocal cues that have also been linked to perceptions of deception (speech disturbances in study 1; voice pitch in study 2). Both studies show that visual cues of deception negatively affect both consumers’ attitudes towards the organization (study 1) and their purchase intentions (study 2) after a crisis. In addition, the findings indicate that in crisis communication, the impact of visual cues dominates the outcomes of vocal cues. In both studies, vocal cues only affected consumers’ perceptions when the spokesperson displayed visual cues of deception. More specifically, the findings show that crisis communication messages with speech disturbances (study 1) or a raised voice pitch (study 2) can negatively affect organizational post-crisis perceptions.     

The Provider’s Voice: Patient Satisfaction and the Content-filtered Speech of Nurses and Physicians in Primary Medical Care

Two studies examined vocal affect in medical providers’ and patients’ content-filtered (CF) speech. A digital methodology for content-filtering and a set of reliable global affect rating scales for CF voice were developed. In Study 1, ratings of affect in physicians’ CF voice correlated with patients’ satisfaction, perceptions of choice/control, medication adherence, mental and physical health, and physicians’ satisfaction. In Study 2, ratings of affect in the CF voices of physicians and nurses correlated with their patients’ satisfaction, and the CF voices of nurses and patients reflected their satisfaction. Voice tone ratings of providers and patients were intercorrelated, suggesting reciprocity in their vocal affective communication.     

Positivism,ethics and politics in Africa

Despite the fact that the study of African politics is dominated by ethical postures, as can be seen with the self-proclaimed qualifications of African states and leaders, the debate on ethics per se is not common. The first challenge of this article is to address ethics as an entry point for African political studies. The second challenge is epistemological. It is related to my efforts to examine values and ideals as facts that should be considered seriously in political science. Therefore, positivism is not incompatible with values and ideals. They are part of the political universe. In this regard, African politics shows the symbolic triumph of democratic ethics. Current facts militate for the upholding of those values.     

Advocacy Compromised: How Financial,Organizational and Institutional Factors Shape Advocacy Strategies of Civil Society Organizations

Key functions of civil society organizations (CSOs) are to criticize governments and to hold them to account. Recent trends of privatization and contracting out challenge CSOs’ opportunities to voice such criticism. The purpose of this article is to analyse whether and why CSOs ‘hold back their criticism’ of public authorities, and how a compromised advocacy can be linked to financial, organizational and institutional factors. The article draws on an original survey of 2678 Swedish CSOs. The analyses show that certain levels of funding make CSOs more likely to hold back in their criticism, but also organizational and institutional factors play a role. The results identify the importance of distinguishing between objective and subjective factors related to how dependency is framed. It is the felt needs, experiences and perceptions of CSOs themselves that make hem prone to the strategic choice to hold back criticism of public authorities.     

Mutual benefit as outcome indicator: Factors influencing perceptions of benefit in organization–public relationships

The notion of mutual benefit has been a foundational assumption for scholars who use the relationship management perspective. Although many studies have inferred that mutual benefit links to organizational outcomes, no study to date has linked quantitatively key public member perception of benefit to positive organizational results. The current investigation sought to quantify the link between respondent perception of benefit and traditional organizational outcomes such as satisfaction and behavioral intent.     

Effective Public Relations Leadership in Organizational Change: A Study of Multinationals in Mainland China

This study explored the role of public relations leadership during organizational change in 3 multinationals in mainland China. Based on 40 in-depth interviews, the findings suggested that the leadership of public relations unit or function during organizational change was shown through coaching middle management to manage employee emotions, providing communication training to middle management, communicating and reinforcing shared visions for change, and managing the conflicts between middle management and top management regarding change rationales, planning, and procedures. The leadership role of public relations managers was enacted through consulting CEOs' communication styles, exerting upward influence in change management, and acting as the different voice when decision making for change was questionable. Results of the study extended existing public relations leadership scholarship and shed light on some tentative dimensions of public relations leadership during organizational change: (a) coaching emotion management, (b) educating communication knowledge and skills, (c) reinforcing shared visions, (d) resolving conflicts, (e) exerting upward influence, and (f) acting as a different voice. Limitations of this study and suggestions for future research are also discussed.     

'I've Seen Changes'

Abstract

This article examines the political efficacy and effectiveness of American Indian and Hispanic women leaders in New Mexico. Using qualitative data from personal interviews with 50 grassroots activists and public officials involved in state, local, and/or tribal politics, I address the following research questions: Do American Indian and Hispanic grassroots activists and public officials perceive themselves as politically efficacious? How do their perceptions of efficacy differ? How effective are these activists and officials at influencing public policy and politics in New Mexico? The findings indicate that there are greater similarities among grassroots activists and public officials, as well as among Native and Hispanic women leaders, than might be expected from readings of classic political science literature. More importantly, while the majority of the leaders feel personally efficacious, there is substantial evidence of their impact both at the organizational level and in the larger political arena of state, local, and tribal politics.     

Voicing by Adapting and Innovating Employees: An Empirical Study on How Personality and Environment Interact to Affect Voice Behavior

This article reports two studies exploring howcognitive style preferences for adaption innovationaffect the likelihood that employees will voice ideasfor organizational change toward their supervisors. As hypothesized, Study 1 demonstrates thatinnovatively compared to adaptively predisposed policeofficers are less likely to voice conventional ideas andmore likely to voice novel ideas for solvingwork-related problems. Besides a replication of thesefindings, Study 2 shows how work satisfaction and thequality of the supervisor as voice manager shape theimpact of adaption innovation on employee likelihood to voice. That is, compared to innovators,adaptors are more likely to voice conventional ideaswhen they are dissatisfied rather than satisfied withwork and perceive their supervisors as effective rather than ineffective voice managers. On the otherhand, innovators compared to adaptors report greaterlikelihood to voice novel ideas when they are satisfiedrather than dissatisfied with work and perceive their supervisors as effective rather thanineffective voice managers. Theoretical and practicalimplications of the findings are discussed.     

Organizational change: The role of climate and job satisfaction in child welfare workers' perception of readiness for change

BackgroundWhen organizations embark on deliberate efforts to increase effectiveness through organizational-level changes, those that demonstrate greater readiness for change tend to have better outcomes. In contrast, when the organization is not ready, a change effort may result in resistance, conflict and, eventually, failure. However, studies addressing how agency climate and job satisfaction influence workers' perception of the organization's readiness for change in child welfare or human service organizations are scarce.MethodsData for this study was obtained from a sample of 356 direct care and clinical child welfare workers employed at eight not-for-profit child welfare agencies under contract to provide a variety of services in a large northeastern state. Workers were surveyed on their agency's readiness for change, organizational climate, and job satisfaction. The Spector Job Satisfaction Survey measured nine subscales and Parker Organizational Climate survey measured four primary domains: role, job, supervision, and organizational dimensions. A confirmatory factor analysis was conducted on nine questions derived from the Organizational Readiness for Change survey that measured workers' perceptions of organizational readiness for change. Structural Equation Modeling (SEM) was utilized to determine climate and satisfaction influences on voluntary child welfare workers' readiness for change.ResultsThe results of SEM confirmed that the exogenous independent indicators of role ambiguity, supervisor goal emphasis, organizational innovation, satisfaction with communication, and the number of years in current position were predictive of workers' perception of readiness for change with significant positive coefficients.ImplicationsThis study highlights the importance of certain organizational climate and job satisfaction factors that child welfare workers' identify for the success of agency change efforts. Workers perceive that organizations may have a higher level of readiness to implement successful change initiatives when: (1) workers feel their role is clear, supervisors articulate change goals, and job performance is held to a high standard and is measurable; (2) agency leaders establish organizational communication that is explicate, and they encourage workers to develop ideas and try new ways of doing the job; and (3) the greater the number of years workers are in their current position, the more likely change initiatives are perceived to be successful. Most importantly, this study suggests that not all organizational climate or job satisfaction factors are recognized by workers as supporting change equally.     

An Examination of the Perceptions of Organizational Politics Model: Replication and Extension

This study examined the Perceptions of PoliticsModel (Ferris, Russ, & Fandt, 1989) in a three-phaseprocess. In the first phase, the model was examinedusing Anderson and Gerbing's (1988) two-step approach to structural equations modeling. Themodel was tested on data collected from 786 employees ofa state government agency and 469 employees of anelectric utility cooperative. Results from this phase indicated that the model had acceptablefit and was more parsimonious than any of the competingmodels to which it was compared. In the second phase,understanding as a moderator of the relationships between perceptions of organizational politicsand several outcome variables was examined. Resultsindicated that understanding only moderated the outcomerelationship between politics and job satisfaction, not intent to turnover or job anxiety. Finally,in phase three, the additional outcome variables oforganizational satisfaction, supervisor effectiveness,and self-reported individual performance were included in an effort to expand the Ferris et al. (1989)framework. Additionally, the moderating effects ofunderstanding on the relationships between perceptionsof politics and these new outcome variables were explored. Results from the final step indicatedthat adding the new outcome variables increased theparsimonyof the model without decreasing model fit. Withrespect to the moderating effects, only thepolitics-performance relationship was moderated byunderstanding.Allof these results are discussed in light of theirimplications for future research.     

The impact of organizational culture and leadership performance on PR professionals’ job satisfaction: Testing the joint mediating effects of engagement and trust

The study examines the impact of critical organizational factors (organizational culture and excellent leader performance) on public relations professionals’ overall job satisfaction by focusing on testing the joint mediating effects work engagement and trust could generate. A national online survey of 838 public relations professionals working in a variety of organizations was used as the empirical data to test the relationships in a proposed conceptual model. Results confirmed the strong impact organizational culture and leader performance could have on public relations professionals’ work engagement, trust, and job satisfaction. More importantly, results revealed the significant joint mediating effects of engagement and trust on professionals’ job satisfaction, when supportive organizational culture and excellent leader performance were achieved. The study concludes with research and practical implications.     

Worker perceptions of organizational support and return-to-work policy: associations with post-injury job satisfaction

This study evaluates the psychometric properties of an industry-based employee measure of employer responses to injuries (i.e., organizational support and return-to-work policies) and explores the relationship of these variables to post-injury job satisfaction. Survey data were collected from 1438 employees with work-related injuries in 13 construction companies and 13 transportation companies. Factor analyses supported the two-factor structure of the scale, and both organizational support and return-to-work policies were independently associated with post-injury job satisfaction. The results suggest a need for understanding organizational responses to injuries, employee perceptions of injury response, and the impact of both on organizational outcomes.     

Practitioners’ perceptions of their ethics in Korean global firms

This qualitative study used in-depth interviews to review the perceptions held by public relations practitioners who work in global public relations firms, regarding their ethics, and to identify elements that support their ethics. Results indicate that those practitioners are adamantly ethics-oriented but they have a limited understanding of ethics specific to public relations. No absolute universal ethical standards were found. This study identified nine elements affecting public relations practitioners’ ethics. The important and powerful elements were chiefly attributed to cultural influences. It finally provides critical clues to the process of enhancing public relations professionalism.     

Public child welfare workers' perception of efficacy relative to multicultural awareness,knowledge and skills

Maintaining a well trained pool of workers in public child welfare agencies continues to be an ongoing problem. Research suggests that it is critical that we continue to explore the factors associated with worker efficacy. Existing research has found that outcomes for families and children are affected by numerous individual and organizational characteristics including worker's perceived efficacy (Advancement of Social Work Research, 2005; Bernotavicz, 2007; Collier, 2007; Ellett, 2007; Government Accountability Office, 2003; Milner, 2003). This study describes public child welfare workers, and their perceptions of efficacy relative to multicultural awareness, knowledge and skills. Study outcomes have implications for worker training, supervision, and curriculum on child welfare.     

Participatory Practices in Organizations

The literature on participatory practices in organizations has been less coherent and more limited to subspecialties than the literature on bureaucracy in organizations – despite a number of celebrated studies of participation in 20th century American sociology. Due to the practical nature of participatory reforms and the ambiguity of participation as a concept, attempts to review participatory knowledge have a tendency to focus on refining definitions and clarifying frameworks within subfields. This article instead provides a broad thematic overview of three different types of research on participation in organizations, all critical to an understanding of today's dramatic expansion of participatory practices across a variety of organizations. Classic research studied participation as dynamic and central to organizational legitimacy. Institutional design research has focused on participation as a stand‐alone governance reform with promising empowerment potential, but mixed results in domains such as health care, environmental politics, and urban planning. Finally, recent research seeks to place participatory practices in the context of shifting relationships between authority, voice, and inequality in the contemporary era. The article concludes with suggestions for building on all three categories of research by exploring what is old and new in the 21st century's changing participatory landscape.     

Boundary Politics in the Public Sphere: Openness, Secrecy, and Leak

The issue of openness/secrecy has not received adequate attention in current discussion on the public sphere. Drawing on ideas in critical theory, political sociology, and cultural sociology, this article explores the cultural and political dynamics involved in the public sphere in modern society vis-à-vis the practice of open/secret politics by the state. It argues that the media, due to their publicist quality, are situated at the interface between publicity and secrecy, which thereby allows for struggles over the boundary of state openness/secrecy in the public sphere. A theory of boundary politics is introduced that is contextualized in the relationship among state forms, the means of making power visible/invisible (media strategies), and symbolic as well as discursive practices in the public sphere. In explaining the dynamics of boundary politics over openness/secrecy, three ideal-types of boundary creation are conceptualized: open politics, secrecy, and leak. The theory is illustrated with a case study of the Patten controversy in Hong Kong.     

In search of career satisfaction: African-American public relations practitioners, pigeonholing, and the workplace

The goals of the research were to explore African-American practitioners’ satisfaction with public relations as a career and to examine their perceptions of tokenism and pigeonholing in the workplace. Three key themes emerged from the research: career entry and social support in public relations; encounters with everyday racism; and pigeonholing in public relations. For the majority of 12 African-American practitioners interviewed, they have experienced discrimination in their careers and in public relations, yet the practitioners did not see themselves as pigeonholed in their roles or positions. The complete study can be requested from the author.