Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments...

This paper shows how new technologies open up significant research and development opportunities for the PR industry. It reviews public relations evaluation methodologies that can progress from evaluating media coverage of small numbers of “messages” to the development of systems for...