Saturday, June 24, 2017

Listening in social media

My colleague and I just published a piece on listening and social media. It was a fun collaboration because Dr. Chris Gearhart, Tarleton State University, is a listening guy and I'm a social media gal. We combined forces to apply listening principles to social media.

I have some free e-copies if you are interested:

Abstract: Researchers apply Bodie, St. Cyr, Pence, Rold, and Honeycutt’s (2012) model of listening competency to social media messaging for organizations. The article provides examples of how organizations and their social media managers, as de facto “listening agents,” can incorporate important verbal listening behaviors that represent active-empathic listening—pertinent responses, elaboration, offering advice and opinions, and answering and asking questions—into their social media profiles. In addition, guidance is provided to social media managers and organizations for how to adopt listening skills that will foster dialogue between organizations and their online publics. Potential areas for future research are also examined.

Citation: Sarah K. Maben & Christopher C. Gearhart (2017): Organizational Social
Media Accounts: Moving Toward Listening Competency, International Journal of Listening, DOI:

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