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The absence of a standardised framework for online stakeholder engagement presents a critical gap in current project communication practices. This study addresses this gap by developing an online stakeholder dialogue-based engagement framework, using the Western Sydney Airport infrastructure project as a case study. Through naturalistic online inquiry, this research examines stakeholder interactions on social media platforms and introduces a set of analytical tools and response strategies tailored to online stakeholder issues and emotional expressions. By embedding these tools into the dialogue process, the study provides both theoretical and practical resources to support project teams in managing stakeholder engagement more effectively in online environments.
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Zhang et al. (2026) studied this question.
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