The Role of Listening-based Government Communication in Developing Collaborative Governance

Abstract

This study introduces a novel link between organizational listening and collaborative governance, reframing government communication as a dynamic driver of democratic engagement. Using an in-depth case study in the Basque Country (Spain), it investigates how structured listening practices within government organizations can foster more effective collaboration with citizens. Thematic analysis of qualitative data from policymakers reveals that active participation in collaborative governance transforms how officials interpret and respond to public feedback, bridging the gap between institutional and citizen perspectives. The research highlights how a shared commitment to listening not only enhances mutual understanding but also encourages adaptive, joint policy development. By situating this inquiry within a real-world collaborative governance initiative, the manuscript offers actionable insights for policymakers aiming to embed meaningful listening at the core of democratic decision-making processes.