The National Academies Press

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From page 7... ... 8 chapter two LITERATURE REVIEW This Synthesis study includes an extensive review of the literature related to stakeholder engagement and the development of stakeholder relationships. This chapter summarizes the evolution of the stakeholder concept from its inception in 1963 as a managerial tool for corporations, to its current use in the private sector, as well as in government, non-profit agencies, and non-government organizations. Read the entire page →
From page 8... ... 9 Stakeholder Attributes Much of the literature since 1984 has addressed the need to better define stakeholder attributes, determine appropriate stakeholder groups, and develop most effective practices for stakeholder involvement and engagement. Although Freeman offered a basic framework by which corporations could identify and engage stakeholders, the stakeholder approach was very much viewed from a business and profitability perspective. Read the entire page →
From page 9... ... 10 2. Discretionary stakeholders possess legitimate claims, but have no power to influence the organization or present urgent claims. Read the entire page →
From page 10... ... 11 is clear that the concept of stakeholder engagement has evolved from a managerial tool and doctrine to a vital and vibrant aspect of decision-making models for many organizations. With the advent of social media, a more informed and involved citizenry, and the transparency in which many organizations evaluate and make policy and business decisions, the concept of stakeholder engagement will likely remain a key business tool and practice. Read the entire page →
From page 11... ... 12 Edwards concludes that most policy processes will require some form of active participation by the non-government players. Whether participation occurs, when it occurs, and how it occurs will depend on the policy issue at hand. Read the entire page →
From page 12... ... 13 holds that the tools and techniques deployed by an organization range from being merely informative to actual empowerment depending on the goal it has for public participation as well as its pledge to the public (i.e., stakeholders) on how it will utilize solicited input in its decision-making process. Read the entire page →
From page 13... ... 14 4. Organize consultations to be convenient and accessible. Read the entire page →
From page 14... ... 15 STAKEHOLDER ENGAGEMENT (AIRPORTS) This literature review also focused on issues specific to the airport industry and sought to identify how stakeholder theory, identification and analysis, and engagement practices applicable to for-profit and governmental organizations are used by airport leaders. Read the entire page →
From page 15... ... 16 Carlzon further maintains that a customer experiences multiple Moments of Truth in the course of an encounter with an entity and such a collection forms the basis for the "Cycle of Service" with impressions being made by consumers all through a service delivery cycle. Figure 8 provides an example of a Cycle of Service related to an individual going to the movies: Carlzon maintains that he utilized these concepts in redefining SAS as a customer-driven company. Read the entire page →
From page 16... ... 17 groups. Investigators suggest keeping the process transparent and addressing the specific needs of each of the stakeholder groups through communications tailored to address their specific concerns. Read the entire page →
From page 17... ... 18 toolkit contains more than 200 examples of noise and public participation documents that have proven successful in communicating information to the public. This toolkit provides a useful reference for anyone in the process of initiating or upgrading a communications program and provides: – Techniques that contribute to effective airport communication; – Mutual benefits of building strong airport public relations; – Outcomes the airport could expect by building good relationships with the surrounding community; and – Methods for implementing a successful approach for community engagement, including attributes of different types of engagement. Read the entire page →
From page 18... ... 19 FIGURE 9 Strategic planning process stakeholders. Source: ACRP Report 20: Strategic Planning in the Airport Industry (Ricondo and Associates, Inc. Read the entire page →
From page 19... ... 20 • Grant Obligations. Community issues are addressed in FAA's Airport Improvement Program Grant Assurances 6, 7, and 8. Read the entire page →
From page 20... ... 21 The literature review found that many airports have formal community outreach programs. For example, Dallas/Fort Worth International Airport (DFW) Read the entire page →
From page 21... ... 22 FIGURE 12 Munich Airport website -- Stakeholders. Source: http://munich-airport.com/en/company/dialog/gruppen/ index.jsp. Read the entire page →
From page 22... ... 23 evolved into practical application, its implementation grew well beyond private corporate use. Governments, non-profits, and non-governmental organizations use stakeholder engagement techniques to consult, engage, and empower the public. Read the entire page →

From page 7...

... 8 chapter two LITERATURE REVIEW This Synthesis study includes an extensive review of the literature related to stakeholder engagement and the development of stakeholder relationships. This chapter summarizes the evolution of the stakeholder concept from its inception in 1963 as a managerial tool for corporations, to its current use in the private sector, as well as in government, non-profit agencies, and non-government organizations.