John ("Jack") Katosh
1. If you cast a net broad enough, communications can encompass almost everything. Communications is one "tool" used by those engaging citizens or serving customers.
2(a). Yes, particularly the first part.
2(b). Citizen Engagement is a meaningful (and precise) term that would capture the attention of those engaging with citizens!! Why would one want it to capture the attention of all "communications" people? (See #1 above.)