Özet:

Today it is an inevitable fact that all institutions should carry on their activities depending on mutual communication with their people (their target masses). Although public relations activities are mostly perceived to be only for for-profit establishments both in literature and practice, today public institutions also apply to public relations activities. At this point, municipalities, which are considered within the scope of public institutions, also perform public relations activities to ensure understanding, support and trust for those citizens whom they serve within the region where they are located, as required by a modern, transparent and participatory administrative understanding. In public relations – a process of identification and promotion – knowing the target mass well and knowing their attitudes, expectations and requests are important factors that bring in success in the promotional activities to be carried out. Nowadays, municipalities make use of many techniques based on the citizens whom they have served and their evaluation of their requests and expectations in public relations implementations. When considered from this point of view, the “help desk”, which is a method for complaints, requests and expectations, is an essential means of identification tool for public relations activities carried out by the municipality. This paper examined the “help desk” activities at Şişli Municipality, an important municipality of Istanbul and at the same time of Turkey with a considerably extensive service area.

Anahtar Kelimeler: