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An Overview of the Public
Relations Function
An Overview of the Public
Relations Function
Second Edition
Thomas Martin
College of Charleston
An Overview of the Public Relations Function, Second Edition
Copyright © Business Expert Press, LLC, 2019.
10 9 8 7 6 5 4 3 2 1
Keywords
strategy; public relations management; ethics; trust; issues management;
corporate communication; excellence; relationship management
Contents
List of Figures.........................................................................................ix
List of Tables...........................................................................................xi
Preface.................................................................................................xiii
Acknowledgments.................................................................................xvii
Part 1 Mastering the Principles.................................................. 1
Chapter 1 Why Do Public Relations?.................................................3
Chapter 2 What Is Public Relations?...................................................9
Chapter 3 Models of Public Relations and Its Subfunctions..............15
Chapter 4 The Management Function of Public Relations................27
Part 2 Organizations and Processes.......................................... 39
Chapter 5 Organizational Factors, Culture, Character, and
Structure..........................................................................41
Chapter 6 How Public Relations Contributes to Organizational
Effectiveness.....................................................................51
Chapter 7 Managing Stakeholders and Publics.................................61
Chapter 8 Public Relations Research.................................................73
Chapter 9 The Public Relations Process—“RACE”...........................87
Part 3 Advanced Practices in Public Relations Management......99
Chapter 10 Issues Management and Sectors of the Public
Relations Industry..........................................................101
Chapter 11 Ethics, Counseling Roles, Leadership, and Moral
Analyses.........................................................................119
Chapter 12 Organizational Effectiveness: Excellence in Public
Relations Management...................................................137
Notes..................................................................................................153
References............................................................................................159
About the Authors................................................................................169
Index..................................................................................................171
List of Figures
Figure 3.1 Dimensions of public relations (purpose by direction).....18
Figure 5.1 Vertical organizational structure versus horizontal
organizational structure....................................................46
Figure 5.2 Organizational structure with a production
(manufacturing) component............................................47
Figure 5.3 Decentralized MNC structure with communication
coordinated by a HQ.......................................................48
Figure 5.4 Public relations agency structure......................................49
Figure 6.1 Six steps in the process of stakeholder management..........57
Figure 6.2 The components of OPR theory that can result in
positive relationships with stakeholders and publics.........60
Figure 7.1 Stakeholder typology........................................................64
Figure 7.2 Grunig’s situational theory of publics...............................67
Figure 7.3 Stakeholder by communication strategy...........................69
Figure 9.1 SWOT analysis................................................................90
Figure 9.2 Sample Gantt chart (numbers within bars are days to
accomplish task)...............................................................95
Figure 11.1 The organizational subsystems within systems theory.....122
Figure 11.2 Home Depot’s value wheel.............................................133
Figure 11.3 Home Depot’s inverted pyramid....................................133
List of Tables
Table 8.1 Methods of quantitative data collection............................78
Table 8.2 Methods of qualitative data collection..............................80
Table 10.1 The steps of issues management.....................................105
Table 11.1 Utilitarian analysis, maximizing public interest and
greater good consequences.............................................128
Table 11.2 Deontology’s three decision tests of the categorical
imperative, obligating all people equally.........................130
Table 12.1 The 10 generic principles of excellence in public
relations that are stable across organizations, cultures,
and varying situations....................................................138
Preface
Our purpose in this volume is to introduce you to the management of
public relations. We use knowledge of management, strategy, public
relations theory, research, and professional practice to explain the dis-
cipline of public relations. Our text is based on current research and
scholarly knowledge, as well as on years of experience in professional
practice.
We value every moment that you spend with this book. Therefore, we
have eliminated much of the academic jargon found in other books and
used concise writing. We aimed to make the chapters short and manage-
able, but packed with information. We hope that our direct to-the-point
approach will help your study move quickly and smoothly. We use a few
original public relations case studies that we have researched and written
about to illustrate the concepts we discuss. We hope that instructors will
elucidate many of the concepts in this book and offer discussions of the
cases—for brevity of reading, we leave that to users.
This book is divided into three sections:
Each of the authors has been teaching with the first edition of this
book for years, so we incorporated student and instructor feedback. We
retained and updated the UPS, Entergy, and wild horse cases that were
popular in the first edition. We strived to make this edition even more
concise, hard-hitting, direct, and to the point: exactly what you need to
know to know public relations—and to be excellent at it.
Thank you for your confidence in us to guide your study of the field.
We will not let you down!
Sincerely,
Dr. Shannon A. Bowen
December 28, 2018
From coastal South Carolina, U.S.A.
Acknowledgments
Thanks are due to Stephen Holmes and the Home Depot Corporation;
Linda Rutherford and Southwest Airlines; United Parcel Service; Entergy
Corporation; The Cloud Foundation and Ginger Kathrens, Lisa Friday,
and Linda Hanick; our editor Don W. Stacks; Rob Zwettler, Chithra
Amaravel, and Rene Caroline Balan of Business Expert Press; James and
Larissa Grunig; our students, readers, and instructors; our many col-
leagues, families, and friends who supported us in this work; highest
thanks to dearest Kauai and to Dr. Bowen’s parents who have become
outstanding proofreaders.
PART 1
Tuesday, April 17, 2018, began like most other busy travel days for
Southwest Airlines. The airline would carry 400,000+ passengers that
day, on nearly 4,000 flights. In 2017, Southwest safely flew more than
120 million passengers on its fleet of 700+ airplanes. But on this Tuesday,
Southwest’s sterling safety record of never having had an in-flight fatality
would sadly be broken.
Flight 1380, a Boeing 737-700, departed from New York’s La Guardia
Airport at 10:43 a.m. on a flight to Dallas. On board were 144 passengers
and a crew of 5. At 11:03 a.m., 20 minutes into the flight, the left engine
experienced a catastrophic failure, sending shrapnel flying, piercing the
aircraft fuselage, and shattering a passenger window. The blast severely
injured a passenger, Jennifer Riordan, who was seated next to the shattered
window. She was partially sucked out of the plane as fellow passengers
frantically struggled to keep her inside, despite depressurization and flying
objects.
The cabin experienced sudden depressurization and oxygen masks
were deployed, and many passengers assumed the flight was doomed.
A few made desperate video recordings on their phones, thinking these were
the last messages they would leave their families. Despite the significant
damage, Captain Tammie Jo Shults and First Officer Darren Ellisor made
an emergency landing at Philadelphia International Airport at 11:20 a.m.,
just 17 minutes after the engine had exploded. Emergency crews met the
plane and quickly removed the unconscious Riordan and transported her
to a local hospital, where she was pronounced dead. Other passengers
4 AN OVERVIEW OF THE PUBLIC RELATIONS FUNCTION
Flight 1380 was the top news story of the day, with passengers and
crew describing the disaster on board across media outlets. The media call
center that the communications team operated took more than 100 calls
that first day. More statements would follow, but Southwest was aware that
the National Transportation Safety Board (NTSB) had to lead the way in
discussing anything relating to the cause of the accident. Nevertheless,
Why Do Public Relations? 5
and the company’s media website to manage high call volume and pro-
vide timely updates. During the first 7 days, the team handled more than
1,200 media inquiries.
Rutherford and her team’s primary objective was to make sure that the
needs of the passengers, crew, and family members of the victim were met
in a timely and compassionate way. Yet everyone responsible for manag-
ing the crisis also had to continue to serve the millions of other customers
who depended on the company for safe, reliable transportation. Now,
the pressing issue was how the company would respond to the questions
raised by the engine failure. Following the accident, Southwest began in-
spections (later mandated by the Federal Aviation Administration [FAA]
for the worldwide fleet) of all 737 CFM-56-7 engines, totaling more than
700 planes. The airline did everything possible to minimize system dis-
ruptions, but, finally, a total of 500 flights had to be canceled on because
of the inspections.
All of Southwest’s efforts in the first few weeks following the accident were
focused on comforting the families, caring for the affected passengers and
crew, and reassuring customers and employees of the airline’s safety. In
an effort to convey the seriousness of the situation, Southwest replaced
its colorful brand identity on all of its digital sites with monochromatic
imagery by 2:00 p.m. on April 17. Advertising was suspended to show
respect for all who were touched by the tragedy. Now the company faced
a dilemma. Southwest was known for humorous in-flight commentary
from the flight crew, and the playful tone of its corporate culture. How
could Southwest remain true to its culture while also showing empathy
and respect for Flight 1380?
In the end, the company was guided by dialogue with the greater
Southwest family of stakeholders. A few months later, customers and
employees began asking via social channels when it was okay to return
to Southwest’s roots . . . when was it okay to laugh again? According to
Rutherford, the answer rested with the frontline employees: “We pro-
vided guidance early on to be sensitive to the use of humor, but ulti-
mately, we felt it was important to empower our flight attendants and
8 AN OVERVIEW OF THE PUBLIC RELATIONS FUNCTION
pilots to make their own decisions about when to resume humor aboard
flights,” she said.
They were in the best position to determine the mood in the cabin
and what was appropriate on any given flight. To laugh again isn’t to
minimize what happened on April 17; it was devastating to everyone in
the company. In many ways, it was the strength of our culture that got
us through it. And an important part of that culture is our ability to use
humor in appropriate ways to cope with life’s many challenges.
Rutherford acknowledged,
• After learning of the accident, what were Linda Rutherford and her
team’s most essential priorities?
• What was the role of Southwest’s corporate culture in managing
this crisis?
• What can be learned for the future: prevention, response, and so on?
CHAPTER 2
The Capital
Individual States
The Coastal States follow with the Island State, and Lara, which
is neither coast, llano, nor mountain, though having some hills. The
coast line extends over 1800 miles.
Zulia, the large State (23,000 square miles) occupying the
northwest corner of the Republic, has Colombia on the west and
northwest, the Gulf of Venezuela northeast, Falcón, Lara, and Trujillo
east, and Mérida with a little of Táchira south. This State, of which
Maracaibo is the capital, is one of the wealthiest in the Republic,
though still sparsely inhabited. The Maracaibo Plain, the most
conspicuous and important section occupying the greater portion of
the State, lies between the two great branches of the East Cordillera.
The lake itself is a sheet of water about 150 miles long and half as
wide, the water sweet in the southern half of the lake, but brackish
towards the north. The precipitation in this district amounts to 70
inches annually. Thus an enormous amount of fresh water from the
Cordillera is continually entering the lake through its various
affluents; of these the Catatumbo with its tributary Zulia, and the
Escalante, are navigable for steamboats. The lake has a depth of 30
feet and is served by several lines of steamers as well as by sailing
craft. A few small towns on the lake receive agricultural products
from their vicinity; along the shore cacao is cultivated with great
profit. There is a fine goat farming district; fishing is carried on; there
are many settlements of Indians inhabiting huts on piles in the lake in
the ancient fashion. North of the city, Maracaibo, are salinas or salt
deposits, from which several thousand tons are taken annually.
Southwest of Maracaibo, a peculiar tree is found in the forest, the
arbol de vaca, or palo de leche, the sap of which, though slightly
thicker, may be used in every way as cow’s milk. In the forests are
valuable timber, useful creepers, and trees which furnish various
gums or resins. Around the lake are found outcrops of coal, also
petroleum and asphalt.
COLOMBIA, VENEZUELA, GUIANA, ECUADOR, NORTH BRAZIL
The capital city, Maracaibo, is a busy place, and prosperous. With
some good buildings, and other ordinary requirements, it is in need
of better paving, a suitable drainage system, and a good water
supply, in order to lower its high death rate and to measure up to its
favorable location, although this may be called hot.
Falcón, east of Zulia, extends along the coast of the Gulf of
Venezuela (also called Maracaibo) past the Paraguana Peninsula,
which it includes, and around to the east, so far that the next coast
State, Yaracuy, is on the south together with the State of Lara farther
west; these three States include the Segovian Highlands; the first
two, coast lands also. This section is the oldest part of Venezuela
except for the town of Cumaná.
An immensely profitable industry here followed is the raising of
goats, which feed on the cactus plains. The extensive coal deposits
and salinas count for little in comparison. The northern part of the
State is rather barren, but the highlands at the south are forest clad,
with fertile valleys raising a variety of agricultural products, chiefly for
home consumption. There is one considerable river, the Tocuyo,
several hundred miles long, which rises in the mountains of Lara,
flows north, then east through Yaracuy and Falcón to the sea. With
many affluents, the two of importance are the Carora and the
Baragua on the left. The Rio Tocuyo comes down through a long
valley, while many short rivers rising on the outer range descend
rapidly to the sea. The situation is excellent for the cultivation of
cocuiza and other aloes from which sacks and hammocks are now
being made. Other industries are soap making and cigarettes; in
some sections excellent tobacco is raised.
Coro, the capital of Falcón, the second oldest town in the
Republic, contains the first cathedral in the new world. Located on
the plains at the base of the Paraguana Peninsula, it is 8 miles from
its seaport La Vela and 200 miles west of Caracas.
The important port Tucacas is at the mouth of the Tocuyo River.
The Dutch island, Curaçao, lies not far off the coast, with which it
has close connection; some smuggling is said to be carried on.
Yaracuy, a small State with a very short coastal strip, is between
Falcón on the north and Carabobo southeast, with Lara southwest. It
is noted for its copper mines at Aroa.
Besides the capital, San Felipe, where a cloth factory has lately
been organized, the chief towns are Nirgua, population 3000, at the
south, amid fertile plains with varied agricultural products, and
Yaritagua 20 miles west, where good tobacco is raised, as well as
sugar and coffee which grow everywhere.
Lara, an interior State, borders on Falcón, Yaracuy, Cojedas,
Portuguesa, Trujillo, finishing with Zulia on the west. Besides the
usual agricultural products, there is fibre from aloes, employed in
manufacturing sacks, hammocks, and bridles, for which
Barquisimeto is noted. The fertile hills and slopes, many now
undeveloped, the virgin forests of valuable timber, with areas where
petroleum is indicated, will receive attention now that better
transportation is afforded.
Barquisimeto, the capital, 2000 feet above the sea, and 90 miles
from Puerto Cabello, is the most important city of this section, a
centre of traffic for the northern Andes region as well as for the State
of Lara.
Llano States
Territories
La Guaira, the chief port of the Centro, and the best known of
Venezuela, is rivaled by Puerto Cabello, which has a better natural
harbor. La Guaira, population 18,000 including its suburbs, as the
port of the capital, Caracas, attracts more travelers and at present
more trade, much of it coming from or going to other parts of the
country. The harbor, a rather open roadstead, was improved at great
expense by port works. Though these facilitate the increasing traffic,
ships at times are still exposed to heavy swells. The town is hot and
unhealthful with a mean temperature of 84.5°, but it has good rail
connection with its pleasant suburbs, cooler and more sanitary. The
port has good piers, vessels lying alongside. The depth of water is
28-30 feet.
Puerto Cabello, 65 miles west, in the State of Carabobo,
population 20,000, is said to have the best harbor, its depth 28 feet,
on the North Coast of South America. With a slightly lower
temperature than La Guaira, it has a higher death rate. To this port
comes most of the produce of its own State, of Yaracuy, of the Llano
States Cojedes and Portuguesa, and some from the Andes region.
The enterprise of the Venezuela Meat Syndicate, with new buildings
here, promotes stock farming and the traffic of the port. A floating
dock receives vessels of 2000 tons; a new one will accommodate
ships of 4000 tons.
Carúpano, far to the east of La Guaira, is the only other port of
importance which is visited by large ocean steamers. Although as
warm as Puerto Cabello, it has a much more healthful climate. With
no real harbor, merely an open roadstead, serving the State of
Sucre, it is a port of call for several lines of steamers. The cargo
must be transported in lighters.
Ciudad Bolívar, though far up the Orinoco River, as the official
port of entry for half the country, serves an extensive region. It
communicates with the outside world by weekly steamers of shallow
draught to the Port of Spain, as also by coasting vessels. The
steamers returning cross the Gulf of Paria, follow up the Caño
Macareo to the Orinoco, and up that river to Bolívar.
Maracaibo, the fifth port with foreign trade, though called a
seaport is not exactly on the sea; being located on the west shore of
a broad channel 6-12 miles wide and 30 long which connects Lake
Maracaibo with the Gulf of Venezuela. The city has fine wharves on
a beautiful bay, a smooth roadstead with water 30 feet deep; but
unfortunately the sand bar at the entrance of the channel confines
the passage to ships drawing only 11 feet, with conditions growing
worse. As the city is now the second port of the country with the
largest export trade including some from Colombia, it has been
proposed either to dredge one of the entrance channels, or to make
use of the fine natural harbor of Cojoro on the Gulf, capable of
accommodating the largest steamers, and to connect this port with
Maracaibo by a railway about 100 miles long. At present the foreign
trade is carried on by national, Dutch, and Spanish steamers, and by
American boats of the Red D Line. Freight not destined for the
United States is largely carried to the Dutch Island Curaçao, where
transfer is made to ships of other lines. Sailing vessels also carry
much produce.
These primary ports, except Carúpano, all have docks where
ships come alongside. A new freight and passenger service from
New Orleans to Venezuelan ports has been installed by the W. R.
Grace Company.
A number of smaller ports are served generally by smaller craft,
steam or sailing vessels, which transfer freight to the primary ports
for ocean traffic. Some of these are: La Vela (56 miles from
Curaçao), the port of Coro, capital of Falcón; Tucacas, in the same
State, important as serving the copper mines of Aroa; Carenero, in
Miranda, east of Caracas; Guanta, long the port of Barcelona and
neighboring coal mines; Cumaná in Sucre, a mile from the mouth of
the Manzanares River; and Pampatar on Margarita Island. At
Turiamo, a natural harbor between La Guaira and Puerto Cabello, a
public bonded warehouse is to be erected, and connection will be
made with the Grand Central Railway. At Ocumare de la Costa port
and harbor works are to be constructed by the Government and a
railway connecting the port with Maracay, 43 miles distant.
Inland Transportation