Vertical and horizontal listening on internal social media during a time of crisis
A case study of a Danish hospital
Bibliographic Data
| ID | 21696088 |
|---|---|
| Authors | Vibeke Thøis Madsen (0000-0003-0818-4177), Helle Eskesen Gode (0000-0001-8977-3007, Trøndelag Forskning og Utvikling (Norway)), Mona Agerholm Andersen (0000-0003-2944-0563, Aarhus University) |
| Year | 2023 |
| Volume | 27 |
| Issue | 4 |
| Pages | 563-581 |
| Publication date | 2023-10-23 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Communication Management (JOURNAL) |
| Journal identifiers | ISSN: 1363-254X • E-ISSN: 1478-0852 |
| Publisher | Emerald (PUBLISHER) |
| DOI | 10.1108/jcom-03-2023-0037 |
| OpenAlex | W4386098330 |
| Language | EN |
| Citations received | 1 |
| References cited | 31 |
Purpose The study explores internal listening on internal social media (ISM) during a crisis at a large Danish hospital. Design/methodology/approach The study employs a netnographic qualitative design to analyze 142 posts shared by employees on the hospital's ISM platform “The Word is Free” and how these posts are listened to by employees, support functions and management. Findings The study finds seven different types of internal listening. Categories of vertical listening included respectful listening, delegated listening, formal listening and no listening, while horizontal listening included confirmatory listening, responsive listening, challenging listening and no listening. Research limitations/implications The study focuses on listening on ISM between January 2019 and March 2022. Interviews with employees and managers are needed to further investigate how internal listening at the hospital influences organizational life both in general and during a crisis. Practical implications Especially in crisis situations, organizations are encouraged to approach ISM with a holistic understanding of listening and apply three principles: (1) embrace ISM as an employee communication arena where confirmatory, responsive and challenging listening among employees helps them to cope with strenuous situations; (2) monitor the ISM communication arena and (3) conduct respectful listening. Originality/value This study focuses on internal listening on ISM during a crisis and suggests a holistic understanding of internal listening that combines vertical and horizontal listening
Active listening · Business · Danish · Geodesy · Geography · Horizontal and vertical · Political science · Public relations · Social media · Communication · Communication in Education and Healthcare · Law · Misinformation and Its Impacts · Psychology · Public Relations and Crisis Communication
Netnographic Analysis
Building Theories from Case Study Research
Humanistic communication professionals
Ethical listening to employees during a pandemic
What was that all about? On internal crisis communication and communicative coworkership during a pandemic
Generation Z and Organizational Listening on Social Media
Hiding in Plain Sight
Employee Ideation on Internal Social Media
Self-censorship on Internal Social Media
Putting Coworkers in the Limelight
| Citations per year | 1 |
|---|---|
| Citation span | 2026 - 2026 (1) |
| Highly cited | No |