The Handbook of Public Sector Communication

19Understanding the Role of Dialogue in Public Sector Communication

Karen B. Sanders and Elena Gutiérrez‐García

Introduction

Dialogue is a multifaceted concept with a great variety of theoretical and practical approaches. It is expressed in manifold processes and intentions: social media Q&A processes; gathering information from users through social media tools, allowing organizations to “listen” to queries and demands or have an early warning system in place; participatory budgets; public citizen consultation processes and engagement on a regular basis such as the European Commission multi‐stakeholder initiative for enhancement of directives.

On the one hand, dialogue is associated with listening to stakeholders because of its usefulness or value for decision makers. On the other, dialogue is about responsiveness, the commitment to respond, to be engaged, accountable, and transparent. Dialogue also implies the willingness to change as a consequence of interaction and public demands.

In focusing the analysis on dialogue, several authors underline the importance of considering and widening the theoretical framework to take into account features such as “value, ethics, relation, reflexivity, mutually engaged performance, community, and responsibility” (Anderson, Baxter, & Cissna, 2004, p. 1). These areas connect to key contemporary societal and political concerns about the rise of citizen disenchantment with the mainstream political class and increased support for populist political ...