The handbook of public sector communication / edited by Vilma Liisa Luoma-aho, María-José Canel.

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"-- Provided by publisher.

Description based on print version record.