Public relations and customer service: Employer perspectives of social media proficiency

Social media has enhanced integration between marketing and public relations. As such, public relations professionals have had to adapt and grow their knowledge and skillsets to stay relevant and current throughout the evolution of the digital landscape (Gesualdi, 2019). One of the growing areas of focus for public relations professionals has been customer service skills online. This specialization, often referred to as social care or social customer service, has been promoted and discussed heavily in industry circles and publications, but not in academic research. This study focuses on the survey results from 396 employers exploring the social media skills they most prefer university graduates to possess when entering the workforce. The results indicate that public relations and customer service are the social media skills most sought after by employers of university graduates ahead of proficiency in areas such as social media content production, strategy development and analytics. The potential implications of these findings to the public relations profession are examined and future research is also discussed.     

Structure of the public relations/communication department: Key findings from a global study

This paper reports on some of the core findings from a program of research focused on examining the structure of public relations/communication departments. It draws on a recent major global study that was sponsored by the former Research Foundation of the International Association of Business Communicators (IABC). Analyzing the results from interviews with 26 Chief Communication Officers (CCOs) located in each of the five continents and from a survey sample of some 278 CCOs based in organizations headquartered across the globe, the study found quite notable variations in the type of departmental structures. No one dominant structural model emerged. In effect, each organization appeared to adopt a structural design to suit their individual circumstances, although there were nevertheless some reasonably common component functional elements within each department. CCOs identified those variables that they believed most influenced the design of the public relations department structure. While recognizing department structure is situation dependent, the evidence suggests that CCOs create hybrid structures unique to the circumstances. What was perhaps most surprising was that department structure did not appear to be strongly influenced by department size, other than in terms of the vertical structural design. In short, there do not appear to be any common formulas or prescribed solutions for how organizations should or do orchestrate the design of the public relations department structure, rather CCOs appear to be able to exercise a degree of latitude in determining what works best for them.     

The European right to be forgotten: A challenge to the United States Constitution’s First Amendment and to professional public relations ethics

This paper explains how the European right to be forgotten violates the free flow of information in society, as evidenced by conflicts with the United States Constitution and ethical principles of professional communicators worldwide. As Europe imposes new data protection laws and incorporates the right to be forgotten that promotes censorship through search engine de-linking, United States constitutional law scholars ponder the implications of World Wide Web censorship, while journalists and public relations professionals struggle to understand how accurate transparent communication could occur in an ecosystem that allows for arbitrary information removal and the creation of memory holes. This article explains why the European notion of the right to be forgotten challenges U.S. constitutional law and professional public relations ethics, imperiling the online marketplace of ideas and eroding disclosure of information. The European Data Protection Directive and recent right to be forgotten movements directly conflict with the U.S. Constitution’s First Amendment and professional communications ethics codes. The First Amendment of the U.S. Bill of Rights indicates the specific rights of citizens to freedom from government intervention into freedom of expression and freedom of the press. Recent actions by Google to honor European requests to remove data upon request collide with First Amendment theoretical concepts and contemporary constitutional law. Both the Public Relations Society of America (PRSA) and the International Association of Business Communicators (IABC) construct ethical principles for members that call for the active promotion of the free flow of information and the ethical disclosure of information. The European Data Protection Directive’s right to be forgotten silences these core professional communication ethics and more significantly imperils the robust information exchange in a global society, ultimately altering the discourse and debate in democratic countries. This paper addresses the status of the right to be forgotten in the United States and indicates how adopting such a provision in the United States would violate First Amendment theories, as evidenced by the Marketplace of Ideas Theory, the Meiklejohnian Theory, and the Absolutist Theory, and would counter traditional public relations ethics codes, conducted in a context of dialogic ethics that calls for adherence to core values advocating for transparency, disclosure, and free flow of information.     

Managing the challenges of combining mobilities of care and commuting: an Australian perspective

Women face particular travel challenges when combining commuting with broader caring responsibilities. This policy note considers the issues associated with meeting the transport needs of working women as they navigate their daily ‘mobilities of care’. We extend the concept of ‘mobilities of care’ by combining an intersectional understanding of the transport task with the principles embodied in the child-friendly cities agenda. These are discussed with respect to the provision of public transport services and infrastructure in Australia to illuminate the ways that such an approach could deliver transport benefits to those commuting with young children in their care, most often mothers. We also argue that transport policy, planning and provision must make an explicit connection between intersectional factors such as disability, class, as well as gender, and the substantive impact they can have on women and children’s mobilities and modal choices.     

HPV vaccination campaign fear visuals: An eye-tracking study exploring effects of visual attention and type on message informative value,recall, and behavioral intentions

HPV is the most common sexually transmitted disease, and there are alarming global disparities in cervical cancer and HPV vaccination uptake (CDC, 2016a). To inform HPV vaccination public health campaigns, an experiment with a psychophysiological measure (eye-tracking) explores the effects of visual attention to vaccination messages on message recall, informative value, and behavioral intentions. Results indicate 1) visual type affects recall and informative value of vaccination messages as well as intentions to vaccinate; 2) visual attention is negatively related to message recall only when a non-fear visual is used; and 3) visual attention predicts intent to vaccinate only when a fear visual is utilized. These results suggest the use of fear appeals in health, crisis, and risk public relations campaigns may promote performance of recommended safeguarding behaviors.     

Reflections on the absence of formal reflection in public relations education and practice

This content analysis is a part of wider research into the value of reflective practice in public relations education and practice. Examination of this topic is important given that reflective practice is widely recognised as an essential element for claims of professionalism (Dewey, 1933; Schön, 1983, 1987), and professionalism remains an elusive goal for PR practitioners (L’Etang, 2009). This article examines the extent to which the terms and processes associated with reflective practice are formally included in the contents of a range of widely used and well regarded public relations textbooks. The aim is to provide insight into the significance (or lack of it) of reflective practice in contemporary public relations curricula. Given that textbooks are highly influential teaching media that both reflect and shape curricula, conclusions about the emphasis of reflective practice in public relations teaching can be drawn as a result of this analysis. The findings indicate that – based on the content of the textbooks analysed – reflective practice is not formally included in the public relations teaching curriculum. Further research is needed to determine whether this omission also reflects the situation in public relations practice. This research has relevance for public relations educators given that they play a significant role in influencing future generations of public relations professionals. It concludes with a call for a shift in public relations education that includes greater emphasis on reflective practice.     

Ritualistic sacrifice in crisis communication: A case for eliminating scapegoating from the crisis/apologia lexicon

The crisis strategy of scapegoating has been part of the crisis and image restoration lexicon for more than four decades. And yet, the practice of scapegoating is a well-known unethical practice that simply deflects deserved blame from one party to a sacrificial other. This essay critiques the “Primary Crisis Response” strategy of scapegoating, conducting an historical and ethical critique of the crisis strategy, and concludes that scapegoating should be removed from the public relations crisis and image restoration lexicon.     

Religion and Public Perceptions of Gays and Lesbians in South Korea

Public support for gay and lesbian rights has increased in Western democracies, yet less is known regarding views in South Korea, or East Asia more broadly. Rather than broad cultural claims, this analysis asks to what extent religious identification explains perceptions of gays and lesbians. Public opinion survey data from South Korea finds that Protestants were consistently less supportive of homosexual issues compared to Catholics, Buddhists, and those without a religious identification. Furthermore, after controlling for religion, identification with the largest conservative party associated with less support.     

Playing the Game of Outcomes‐based Performance Management. Is Gamesmanship Inevitable? Evidence from Theory and Practice

This article presents the case for the need for a re‐think in the prevailing orthodoxy of measurement approaches in the governance and management of public services. The article explores the simplification of complex reality that outcomes‐based performance management (OBPM) requires in order to function, and the consequences of such simplification. It examines the evidence for and against the effectiveness of OBPM, and argues that both sets of evidence can be brought into a single explanatory story by understanding the theory of OBPM. The simplification required to measure and attribute ‘outcomes’ turns the organization and delivery of social interventions into a game, the rules of which promote gamesmanship, distorting the behaviour of organizations, managers and practitioners who undertake it.     

Empowering the People: Public Responses to Welfare Policy Change

How and when does welfare policy contribute to shape public opinion? This article departs from the policy feedback research tradition and seeks to contribute to the understanding of how policy influences public opinion (public responsiveness). The argument here suggests that personal experiences in terms of empowerment condition the dynamics between policy and opinion. The empirical case concerns the implementation of a consumer's choice model in Swedish primary health care, which resulted an intended increase in private health care centres. In this case, empowerment is assumed to be enhanced by increased exit options and freedom of choice. The specific question in the analysis is whether citizens who have empowering experiences, as a consequence of the reform, are more likely to be positive towards further privatization of welfare services. The results show few effects in general, but there seems to be a correlation between the experience of exiting and more positive attitudes towards privatization.