The handbook of public sector communication /
edited by Vilma Liisa Luoma-aho, María-José Canel.
- First edition.
- 1 online resource.
- Handbooks on communication and media .
ABOUT THE AUTHOR
Dr. Vilma Luoma-aho is Professor of Corporate Communication and Vice Dean of Research at JSBE, University of Jyväskylä, School of Business and Economics (JSBE), Finland. Her research on intangible assets, stakeholders and public sector organizations has been published widely in leading journals of corporate communication and public relations.
María-José Canel, PhD, is Professor in Political & Public Sector Communication, University Complutense Madrid, Spain. She was Chief of the Cabinet of the Spanish Minister for Education, Culture and Sport. Dr. Canel has published widely in books and leading journals on government communication and intangible assets in the public sector.
Includes bibliographical references and index.
TABLE OF CONTENTS
Notes on Contributors ix
Acknowledgment xvii
Introduction to Public Sector Communication 1
Vilma Luoma-aho and María-José Canel
Part 1 Public Sector Communication and Society 27
Introduction to Part I. Public Sector Communication and Society 27
Michael X. Delli Carpini
1. Public Sector Communication and Democracy 31
Michael X. Delli Carpini
2. Public Sector Communication and Organizational Legitimacy 45
Arild Wæraas
3. Trust, Fairness, and Signaling: Studying the Interaction Between Officials and Citizens 59
Nadine Raaphorst and Steven Van de Walle
4. Transparency and Corruption in the Public Sector 71
Katerina Tsetsura and Vilma Luoma‐aho
5. Politics and Policy: Relationships and Functions Within Public Sector Communication 81
Leanne Glenny
Part II Public Sector Communication, Organizations, Stakeholders, and Employees 97
Introduction to Part II. Public Sector Communication, Organizations, Stakeholders, and Employees 97
Magnus Fredriksson
6. Public Sector Communication and Publicly Valuable Intangible Assets 101
Maria‐José Canel, Vilma Luoma‐aho, and Xabier Barandiarán
7. The Influence of Weber and Taylor on Public Sector Organizations’ Communication 115
Jari Vuori, Kaidi Aher, and Marika Kylänen
8. Formal and Functional Social Exchange Relationships in the Public Sector 127
Ben Farr‐Wharton, Yvonne Brunetto, and Kate Shacklock
9. How Does the Idea of Co‐Production Challenge Public Sector Communication? 139
Sanna Tuurnas
10. Change Communication: Developing the Perspective of Sensemaking and the Perspective of Coworkers 153
Charlotte Simonsson and Mats Heide
11. Public Sector Communication and Mediatization 167
Magnus Fredriksson and Josef Pallas
Part III Public Sector Communication and Practices 181
Introduction to Part III. Public Sector Communication and Practices 181
Heidi Houlberg Salomonsen
12. Public Sector Communication and Performance Management: Drawing Inferences from Public Performance Numbers 185
Asmus Leth Olsen
13. Change Management and Communication in Public Sector Organizations: The Gordian Knot of Complexity, Accountability, and Legitimacy 197
Helle Kryger Aggerholm and Christa Thomsen
14. Public Sector Organizations and Reputation 215
Jan Boon and Heidi Houlberg Salomonsen
15. Public Sector Communication: Risk and Crisis Communication 229
Finn Frandsen and Winni Johansen
16. Public Sector Communication and Strategic Communication Campaigns 245
Kelly Page Werder
17. Public Sector Communication and NGOs: From Formal Integration to Mediated Confrontation? 259
Tine Ustad Figenschou
Part IV Public Sector Communication and Citizens 273
Introduction to Part IV. Public Sector Communication and Citizens 273
Karen B. Sanders
18. Citizen Engagement and Public Sector Communication 277
Paloma Piqueiras, Maria‐José Canel, and Vilma Luoma‐aho
19. Understanding the Role of Dialogue in Public Sector Communication 289
Karen B. Sanders and Elena Gutierrez‐García
20. Public Sector Communication and Citizen Expectations and Satisfaction 303
Vilma Luoma‐aho, Laura Olkkonen, and Maria‐José Canel
21. Public Sector Communication and Social Media: Opportunities and Limits of Current Policies, Activities, and Practices 315
Alessandro Lovari and Chiara Valentini
22. Citizen Communication in the Public Sector: Learning from High‐Reliability Organizations 329
Karen B. Sanders and María de la Viesca Espinosa de Los Monteros,
23. Public Sector Communicators as Global Citizens: Toward Diversity and Inclusion 345
Marianne D. Sison
Part V Public Sector Communication Measurement and Evaluation 361
Introduction to Part V. Public Sector Communication Measurement and Evaluation 361
Jim Macnamara
24. The Fundamentals of Measurement and Evaluation of Communication 367
Anne Gregory
25. Measuring and Evaluating Media: Traditional and Social 383
Stefania Romenti and Grazia Murtarelli
26. Measuring and Evaluating Audience Awareness, Attitudes, and Response 405
Glenn O’Neil
27. Aligning and Linking Communication with Organizational Goals 417
Ansgar Zerfass, and Sophia Charlotte Volk
28. New Developments in Best Practice Evaluation: Approaches, Frameworks, Models, and Methods 435
Jim Macnamara
Part VI Conclusion 455
29. Conclusion: A Vision of the Future of Public Sector Communication 457
Maria‐José Canel and Vilma Luoma‐aho
Index 467
"Public sector organizations exist to make society function effectively. These organizations govern, serve citizens, and run the public sector and its services according to principles set by the government. In their communication, public sector organizations must balance the democratic communication aims of engaging citizens with organizational and institutional goals, as well as with survival in the midst of budget restrictions. The ultimate goal of public sector communication is to enable citizen welfare, but how this can be achieved in practice is both academically and professionally debated. In fact, public sector organizations' communication reflects the cultural and historical heritage of the society around them, and as such there is no one universal model of "good public sector communication." Models and practices that are effective in one societal setting may actually be detrimental in another. Despite this diversity, there appear to be similar challenges emerging for public sector organizations globally, and there is thus a need for a deeper understanding of how communication might be used to address these challenges. The aim of this handbook is to provide a comprehensive look at public sector communication. It describes and analyzes the contexts, policies, aims, issues, questions, and practices that shape public sector communication in order to understand the complex communication environment as well as the changing citizen and stakeholder expectations that public sector organizations are facing today. These chapters provide a comprehensive overview of current public sector communication research"--
9781119263173 9781119263203 9781119263197
2019026624
Communication in public administration.
Electronic books.
JF1525.C59
352.3/87
ABOUT THE AUTHOR
Dr. Vilma Luoma-aho is Professor of Corporate Communication and Vice Dean of Research at JSBE, University of Jyväskylä, School of Business and Economics (JSBE), Finland. Her research on intangible assets, stakeholders and public sector organizations has been published widely in leading journals of corporate communication and public relations.
María-José Canel, PhD, is Professor in Political & Public Sector Communication, University Complutense Madrid, Spain. She was Chief of the Cabinet of the Spanish Minister for Education, Culture and Sport. Dr. Canel has published widely in books and leading journals on government communication and intangible assets in the public sector.
Includes bibliographical references and index.
TABLE OF CONTENTS
Notes on Contributors ix
Acknowledgment xvii
Introduction to Public Sector Communication 1
Vilma Luoma-aho and María-José Canel
Part 1 Public Sector Communication and Society 27
Introduction to Part I. Public Sector Communication and Society 27
Michael X. Delli Carpini
1. Public Sector Communication and Democracy 31
Michael X. Delli Carpini
2. Public Sector Communication and Organizational Legitimacy 45
Arild Wæraas
3. Trust, Fairness, and Signaling: Studying the Interaction Between Officials and Citizens 59
Nadine Raaphorst and Steven Van de Walle
4. Transparency and Corruption in the Public Sector 71
Katerina Tsetsura and Vilma Luoma‐aho
5. Politics and Policy: Relationships and Functions Within Public Sector Communication 81
Leanne Glenny
Part II Public Sector Communication, Organizations, Stakeholders, and Employees 97
Introduction to Part II. Public Sector Communication, Organizations, Stakeholders, and Employees 97
Magnus Fredriksson
6. Public Sector Communication and Publicly Valuable Intangible Assets 101
Maria‐José Canel, Vilma Luoma‐aho, and Xabier Barandiarán
7. The Influence of Weber and Taylor on Public Sector Organizations’ Communication 115
Jari Vuori, Kaidi Aher, and Marika Kylänen
8. Formal and Functional Social Exchange Relationships in the Public Sector 127
Ben Farr‐Wharton, Yvonne Brunetto, and Kate Shacklock
9. How Does the Idea of Co‐Production Challenge Public Sector Communication? 139
Sanna Tuurnas
10. Change Communication: Developing the Perspective of Sensemaking and the Perspective of Coworkers 153
Charlotte Simonsson and Mats Heide
11. Public Sector Communication and Mediatization 167
Magnus Fredriksson and Josef Pallas
Part III Public Sector Communication and Practices 181
Introduction to Part III. Public Sector Communication and Practices 181
Heidi Houlberg Salomonsen
12. Public Sector Communication and Performance Management: Drawing Inferences from Public Performance Numbers 185
Asmus Leth Olsen
13. Change Management and Communication in Public Sector Organizations: The Gordian Knot of Complexity, Accountability, and Legitimacy 197
Helle Kryger Aggerholm and Christa Thomsen
14. Public Sector Organizations and Reputation 215
Jan Boon and Heidi Houlberg Salomonsen
15. Public Sector Communication: Risk and Crisis Communication 229
Finn Frandsen and Winni Johansen
16. Public Sector Communication and Strategic Communication Campaigns 245
Kelly Page Werder
17. Public Sector Communication and NGOs: From Formal Integration to Mediated Confrontation? 259
Tine Ustad Figenschou
Part IV Public Sector Communication and Citizens 273
Introduction to Part IV. Public Sector Communication and Citizens 273
Karen B. Sanders
18. Citizen Engagement and Public Sector Communication 277
Paloma Piqueiras, Maria‐José Canel, and Vilma Luoma‐aho
19. Understanding the Role of Dialogue in Public Sector Communication 289
Karen B. Sanders and Elena Gutierrez‐García
20. Public Sector Communication and Citizen Expectations and Satisfaction 303
Vilma Luoma‐aho, Laura Olkkonen, and Maria‐José Canel
21. Public Sector Communication and Social Media: Opportunities and Limits of Current Policies, Activities, and Practices 315
Alessandro Lovari and Chiara Valentini
22. Citizen Communication in the Public Sector: Learning from High‐Reliability Organizations 329
Karen B. Sanders and María de la Viesca Espinosa de Los Monteros,
23. Public Sector Communicators as Global Citizens: Toward Diversity and Inclusion 345
Marianne D. Sison
Part V Public Sector Communication Measurement and Evaluation 361
Introduction to Part V. Public Sector Communication Measurement and Evaluation 361
Jim Macnamara
24. The Fundamentals of Measurement and Evaluation of Communication 367
Anne Gregory
25. Measuring and Evaluating Media: Traditional and Social 383
Stefania Romenti and Grazia Murtarelli
26. Measuring and Evaluating Audience Awareness, Attitudes, and Response 405
Glenn O’Neil
27. Aligning and Linking Communication with Organizational Goals 417
Ansgar Zerfass, and Sophia Charlotte Volk
28. New Developments in Best Practice Evaluation: Approaches, Frameworks, Models, and Methods 435
Jim Macnamara
Part VI Conclusion 455
29. Conclusion: A Vision of the Future of Public Sector Communication 457
Maria‐José Canel and Vilma Luoma‐aho
Index 467
"Public sector organizations exist to make society function effectively. These organizations govern, serve citizens, and run the public sector and its services according to principles set by the government. In their communication, public sector organizations must balance the democratic communication aims of engaging citizens with organizational and institutional goals, as well as with survival in the midst of budget restrictions. The ultimate goal of public sector communication is to enable citizen welfare, but how this can be achieved in practice is both academically and professionally debated. In fact, public sector organizations' communication reflects the cultural and historical heritage of the society around them, and as such there is no one universal model of "good public sector communication." Models and practices that are effective in one societal setting may actually be detrimental in another. Despite this diversity, there appear to be similar challenges emerging for public sector organizations globally, and there is thus a need for a deeper understanding of how communication might be used to address these challenges. The aim of this handbook is to provide a comprehensive look at public sector communication. It describes and analyzes the contexts, policies, aims, issues, questions, and practices that shape public sector communication in order to understand the complex communication environment as well as the changing citizen and stakeholder expectations that public sector organizations are facing today. These chapters provide a comprehensive overview of current public sector communication research"--
9781119263173 9781119263203 9781119263197
2019026624
Communication in public administration.
Electronic books.
JF1525.C59
352.3/87