Attributing Rhetorical Agency in a Crisis of Trust

Danske Bank's Act of Public Listening after the Credit Collapse

Elisabeth Hoff-Clausen

    Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

    Resumé

    Digital media offer innovative ways of resolving crises of trust. This essay discusses a campaign that aimed to rebuild public trust in banks during the financial crisis. The campaign reflected a strategy (well-known in conflict resolution) that is best described as an online exercise in active listening. The essay discusses the potential of such a campaign and argues that in a crisis where rhetorical agency is impaired due to declining trust, corporations that engage in public listening may communicate acknowledgment and openness to change. However, in order to realize this potential, the public must be entrusted with a meaningful role as contributor to the campaign in the discursive and technical design of the medium of interaction. In the case studied, the campaign texts explicitly invited participation, but implicitly restrained the rhetorical agency of the public. This undermined the initiative's ability to renew the cognitive and emotional grounds for trust.
    OriginalsprogEngelsk
    TidsskriftRhetoric Society Quarterly
    Vol/bind43
    Udgave nummer5
    Sider (fra-til)425-448
    ISSN0277-3945
    DOI
    StatusUdgivet - 2013

    Citer dette

    @article{9b8ca6b7f0824d2db8424b39416bda0e,
    title = "Attributing Rhetorical Agency in a Crisis of Trust: Danske Bank's Act of Public Listening after the Credit Collapse",
    abstract = "Digital media offer innovative ways of resolving crises of trust. This essay discusses a campaign that aimed to rebuild public trust in banks during the financial crisis. The campaign reflected a strategy (well-known in conflict resolution) that is best described as an online exercise in active listening. The essay discusses the potential of such a campaign and argues that in a crisis where rhetorical agency is impaired due to declining trust, corporations that engage in public listening may communicate acknowledgment and openness to change. However, in order to realize this potential, the public must be entrusted with a meaningful role as contributor to the campaign in the discursive and technical design of the medium of interaction. In the case studied, the campaign texts explicitly invited participation, but implicitly restrained the rhetorical agency of the public. This undermined the initiative's ability to renew the cognitive and emotional grounds for trust.",
    author = "Elisabeth Hoff-Clausen",
    year = "2013",
    doi = "10.1080/02773945.2013.839820",
    language = "English",
    volume = "43",
    pages = "425--448",
    journal = "Rhetoric Society Quarterly",
    issn = "0277-3945",
    publisher = "Taylor & Francis Inc.",
    number = "5",

    }

    Attributing Rhetorical Agency in a Crisis of Trust : Danske Bank's Act of Public Listening after the Credit Collapse. / Hoff-Clausen, Elisabeth.

    I: Rhetoric Society Quarterly, Bind 43, Nr. 5, 2013, s. 425-448.

    Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

    TY - JOUR

    T1 - Attributing Rhetorical Agency in a Crisis of Trust

    T2 - Danske Bank's Act of Public Listening after the Credit Collapse

    AU - Hoff-Clausen, Elisabeth

    PY - 2013

    Y1 - 2013

    N2 - Digital media offer innovative ways of resolving crises of trust. This essay discusses a campaign that aimed to rebuild public trust in banks during the financial crisis. The campaign reflected a strategy (well-known in conflict resolution) that is best described as an online exercise in active listening. The essay discusses the potential of such a campaign and argues that in a crisis where rhetorical agency is impaired due to declining trust, corporations that engage in public listening may communicate acknowledgment and openness to change. However, in order to realize this potential, the public must be entrusted with a meaningful role as contributor to the campaign in the discursive and technical design of the medium of interaction. In the case studied, the campaign texts explicitly invited participation, but implicitly restrained the rhetorical agency of the public. This undermined the initiative's ability to renew the cognitive and emotional grounds for trust.

    AB - Digital media offer innovative ways of resolving crises of trust. This essay discusses a campaign that aimed to rebuild public trust in banks during the financial crisis. The campaign reflected a strategy (well-known in conflict resolution) that is best described as an online exercise in active listening. The essay discusses the potential of such a campaign and argues that in a crisis where rhetorical agency is impaired due to declining trust, corporations that engage in public listening may communicate acknowledgment and openness to change. However, in order to realize this potential, the public must be entrusted with a meaningful role as contributor to the campaign in the discursive and technical design of the medium of interaction. In the case studied, the campaign texts explicitly invited participation, but implicitly restrained the rhetorical agency of the public. This undermined the initiative's ability to renew the cognitive and emotional grounds for trust.

    U2 - 10.1080/02773945.2013.839820

    DO - 10.1080/02773945.2013.839820

    M3 - Journal article

    VL - 43

    SP - 425

    EP - 448

    JO - Rhetoric Society Quarterly

    JF - Rhetoric Society Quarterly

    SN - 0277-3945

    IS - 5

    ER -