Role of Contemporary Communication Technologies for Listening to Stakeholders

Organizational listening consists of key organizational activities that can involve asking for and receiving feedback, providing social support, and enhancing a participative culture. Listening may be viewed as an organizational as well as an individual-level construct. This chapter explores internal and external listening with special attention to the technological approaches to these activities including artificial intelligence and Chatbots. We further develop a set of best practices in listening including tactics to collect input and tactics to process input.