ABSTRACT
Most organizations perform some type of organizational listening, but some of these efforts fall short and need improvement, especially when voices of minoritized and underrepresented stakeholders are considered. Cities – organizations in the public sector and under the umbrella of democratic institutions – have a special duty to listen well. This case study and analysis of in-depth interviews conducted with 25 stakeholders and activists (19 of them Black) offer lessons about listening by the City of Fort Worth, Texas, that occurred before, during, and after the killing of a young Black woman, Atatiana Jefferson, by a White police officer in 2019. Black stakeholder voices, perceptions, and recommendations are centered here to disrupt a system of listening that in the past has only included the most powerful residents. To do better, cities must deliberately seek input and listen to underrepresented and minoritized communities. To build trust with residents, cities must close the listening loop and articulate what they heard and will change as a result of the ideas offered.
