Communication Professionals’ Sensemaking of CSR: A Case Study of a Financial Services Firm

Katharine E. Miller University of Wisconsin–Whitewater ; Jeremy P. Fyke Belmont University

Abstract

This case study explores corporate social responsibility (CSR) through the perspective of communication professionals at a large financial services firm. These employees rely on both external communication through formal reporting as well as informal internal communication to understand CSR activities, and tend to describe CSR by what it means within their organization. We find that communication employees perceive that CSR is obligatory, rarely questioned or explained, labeled as “voluntold,” and mainly employed for good press due to its philanthropic focus. We offer theoretical and practical implications that center on making CSR operational, not additive, and ideas for educators teaching CSR.

Journal
Business and Professional Communication Quarterly
Published
2020-06-01
DOI
10.1177/2329490620903737
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  1. Business and Professional Communication Quarterly

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