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5 Cards in this Set

  • Front
  • Back
  • 3rd side (hint)

illusion of control

  • not all stakeholders involved in com process
  • com process seen as top-bottom process
  • small elite decide on integration process

not all stakeholders involved

top-bottom process

small elite decide


of integration

  • integration lies with receiver, not org
  • certain stakeholders feel left out
  • fear of change
  • elements of com mix carry some degree of uncertainty
  • planned messages perceived as biased



stakeholders feel left out

fear of change

degree of uncertainty


of communication

  • messages not aligned
  • communication poorly interpreted
  • lack of integration of all received messages
  • no collating of data
  • lack of cross-functional training
  • little support for planned communication
  • relation between org and customer not developed enough

not aligned

poorly interpreted

lack of integration

little support

time perspective of various communication types

  • communication affects perceptions
  • If short-term campaigns clash conceptually with long-term campaigns? - perceptual effect is negative
  • coms that have different objectives need to be coordinated
  • impact of of marketing com - short term
  • marketing - medium term
  • image (accumulated residue of com + interaction) - long term


short-term campaigns

long-term campaigns


perceptual effect

different objectives

short, medium, long term

other limitations

  • org has little influence on formation of expectations
  • expectations can only be influenced through org's repertoire of planned communication
  • unsolicited communication from sources other than org + its agents
  • not enough focus on customers + shareholders
  • High costs of producing and running ads


little influence


unsolicited communication

not enough focus

High costs