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Business models for communication departments: a comprehensive approach to analyzing, explaining and innovating communication management in organizations

Ansgar Zerfass (Institute of Communication and Media Studies, Leipzig University, Leipzig, Germany) (Department of Communication and Culture, BI Norwegian Business School, Oslo, Norway)
Jeanne Link (Leipzig University, Leipzig, Germany)

Journal of Communication Management

ISSN: 1363-254X

Article publication date: 7 November 2023

Issue publication date: 16 July 2024

809

Abstract

Purpose

The question of whether and how communication departments contribute to organizational value creation has rarely been addressed in research. Such evidence is crucial, however, as communications compete internally with other functions (e.g. marketing and human resources (HR)) for budgets and staff. This article fills the gap by applying the business model concept, an established approach from management theory and practice, to communication units.

Design/methodology/approach

Based on an interdisciplinary literature review, the authors propose the Communication Business Model (CBM) as a new management approach for communications. To this end, pertinent definitions, frameworks and typologies of business models are analyzed and combined with insights from corporate communications literature.

Findings

The CBM outlines the generic architecture of business models for communication departments. Such models describe the basic principles of how such a unit operates, what services and products it provides, how it creates value for an organization and what revenues and resources are allocated.

Research limitations/implications

The approach stimulates the debate on communication units as objects of observation when researching communication management practices. Further research with appropriate empirical methods is needed to identify and study different types of business models for communications.

Practical implications

The CBM can be used as a management tool to analyze, explain and innovate communication management in organizations. It is a fertile approach for communication practitioners to make the work of their department visible and to position themselves internally and externally.

Originality/value

Transferring a well-known concept from general management to communication management enriches the value creation debate in theory and practice. It allows communication leaders to align their work with organizational goals and make it accessible to top management and other decision-makers in the organization. It also opens up new avenues for research and education.

Keywords

Acknowledgements

The authors declare no potential conflicts of interest with respect to the research, authorship and/or publication of this article. The authors thank Christoph Lautenbach (Frankfurt am Main, Germany) and his team members for their support and inspiration. Their experience as management consultants specializing in the assessment and redesign of communications departments contributed significantly to this research and the academic–professional collaboration that made it possible.

Citation

Zerfass, A. and Link, J. (2024), "Business models for communication departments: a comprehensive approach to analyzing, explaining and innovating communication management in organizations", Journal of Communication Management, Vol. 28 No. 3, pp. 384-403. https://doi.org/10.1108/JCOM-02-2023-0027

Publisher

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Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

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