We are so concerned about out publics that most people forget publics themselves...as you say, they speaked a bit about contacting with the publics, but not about doing research or taking care of the feedback. Kevin Keohane told us not to believe in the traditional ways to build audience patterns, but anyone speaked about new ways...maybe because that's the boring part of communications? PS: At University, they're always telling us to evaluate what our publics think, but they don't even care about what the students (wich are, indeed, part of University's publics) have to say. It's pretty funny.