ABSTRACT
This conclusion presents some closing thoughts on the key concepts discussed in the preceding chapters of this book. The book provides an overview of the importance of stakeholders to an organisation's reputation and bottom line, using the disruptions of the opening of British Airways' Heathrow Terminal 5 early in 2008. It then introduces for the first time the Stakeholder Relationship Management Maturity (SRMM) model. Research innovation and the changing business culture worldwide will continue to push the frontiers of knowledge and practice in this fascinating area of stakeholder engagement and management. The progress reports, risk and issue action plans and financial reports as well as meetings, emails, formal letters and face-to-face discussions are all communication, and they all influence perception. The book provides guidelines on how a single activity or a whole organisation can identify and prioritise stakeholders and then develop targeted communication.
