The handbook of public sector communication

Cover......Page 1
Title Page......Page 5
Copyright Page......Page 6
Contents......Page 7
Notes on Contributors......Page 11
Acknowledgment......Page 19
Introduction to Public Sector Communication......Page 21
 Why Is Public Sector Communication Special?......Page 22
 Defining Public Sector Communication......Page 23
 What Is Our Current Understanding of Public Sector Communication?......Page 30
 Studying Public Sector Communication in Times of Change......Page 37
 References......Page 40
Part I Public Sector Communication and Society......Page 47
  Introduction......Page 51
  Defining Public Sector Communication......Page 52
  Democracy and Public Sector Communication......Page 53
  Public Sector Communication and the Policy‐Making Process......Page 54
  Citizens’ Discursive Engagement in Public Sector Policy‐Making Processes......Page 55
  The Public Sphere Foundations of Public Sector Engagement: The US Case......Page 57
  Concluding Thoughts: From Democratic Public Sector Communication to a Democratic Public Sector......Page 61
  References......Page 62
  Introduction......Page 65
  Organizational Legitimacy......Page 66
  Context......Page 69
  Legitimacy and Public Sector Communication......Page 71
  Conclusions and Directions for Future Research......Page 74
  References......Page 75
  Introduction......Page 79
  Trust and Information Asymmetries in the Public Encounter......Page 80
  Signaling Theory and Its Applications......Page 81
  Signaling Trustworthiness in Public Sector Encounters......Page 83
  The Consequences of Misinterpretation......Page 85
  The Challenges of Signaling Trustworthiness......Page 87
  References......Page 88
 Chapter 4 Transparency and Corruption in the Public Sector......Page 91
  What Makes Public Sector Organizations Prone to Corruption?......Page 92
  Levels of Nontransparency......Page 93
  Public Sector Communication or Propaganda?......Page 94
  Fair Process, Less Corruption?......Page 95
  Critique for Research on Corruption......Page 96
  References......Page 97
  Introduction......Page 101
  Mapping the Field of Public Sector Communication, Politics, and Policy......Page 102
  The Broader Literature......Page 104
  Theoretical Perspectives......Page 106
  Key Issues in Politics and Public Sector Communication—the Relationships......Page 107
  Key Issues in Policy and Public Sector Communication—The Functions......Page 109
  Conclusion......Page 111
  References......Page 112
Part II Public Sector Communication, Organizations, Stakeholders, and Employees......Page 117
 Chapter 6 Public Sector Communication and Publicly Valuable Intangible Assets......Page 121
  Intangible Assets in the Public Sector......Page 122
  Public Value......Page 125
  Merging Intangible Assets Research with Public Value for the Enhancement of Public Sector Communication......Page 127
  Results and Discussion......Page 130
  Critical Issues and Further Research......Page 131
  References......Page 132
  Introduction......Page 135
  Weber and Taylor in Public Sector Communication......Page 136
  Conclusion and Suggestions for Further Research......Page 142
  References......Page 143
  Introduction......Page 147
  References......Page 156
  Defining the Topic......Page 159
  Co-Production and Public Sector Reform......Page 161
  Different Understandings of the Co-Production Concept and Their Origins......Page 163
  Case Analysis: How a Co‐Production Experience Challenged the Patterns of Communication of a Finnish Local Government......Page 164
  “Target Groups” for Co‐Production......Page 165
  Scope of Interaction in Terms of Service Delivery Chain......Page 166
  Critique and Challenges......Page 167
  Conclusions and Future Research......Page 168
  References......Page 169
  Introduction......Page 173
  What Change Is: Definitions and Perspectives......Page 174
  The Research Field of Organizational Change......Page 175
  Exploring Communication......Page 177
  Critique and Challenges......Page 181
  Suggestions for Future Research......Page 182
  References......Page 184
  Introduction......Page 187
  The Significance of the “Media”......Page 188
  Mediatization and the Organizing of Communication......Page 193
  Critique and Challenges......Page 195
  References......Page 197
Part III Public Sector Communication and Practices......Page 201
  Introduction......Page 205
  The Study of Performance Information as a Study of Numbers......Page 206
  State of the Art: Behavioral and Experimental Research......Page 207
  Conclusion and Future Research......Page 211
  References......Page 213
  Introduction......Page 217
  Context of Public Sector Organizations: Rethinking Services and Structures......Page 218
  Idiosyncratic Characteristics of Change Management in Public Sector Organizations......Page 219
  Change Management and Communication:  Basic Understandings and Approaches......Page 221
  Managerial and Communicative Challenges Inherent in Public Sector Change Processes......Page 226
  Is Transparency the Solution to the Gordian Change Knot?......Page 228
  Suggestions for Future Research......Page 229
  References......Page 230
  Further Reading......Page 233
  Introduction......Page 235
  Defining and Theorizing Approaches to Public Sector Organizations’ Reputation......Page 236
  Critique, Challenges, and Future Research......Page 242
  References......Page 244
  Introduction......Page 249
  Risk and Crisis in the Public Sector......Page 250
  Defining Risk and Crisis Communication......Page 251
  General Perspectives......Page 252
  An Informational Perspective on Public Risk and Crisis Communication......Page 254
  A Political Perspective on Public Risk and Crisis Communication......Page 257
  An Institutional Perspective on Public Risk and Crisis Communication......Page 260
  References......Page 262
  Introduction......Page 265
  Public Sector Communication as Strategic Communication......Page 266
  Strategic Communication Campaigns......Page 268
  Theoretical Perspectives for Strategic Communication Campaigns......Page 271
  Challenges for Public Sector Communication Campaigns......Page 272
  References......Page 275
  Further Reading......Page 278
  Introduction: NGO Communication and the Public Sector......Page 279
  Defining NGO Communication......Page 280
  Two Approaches to NGO Communication......Page 281
  NGO Communication: Insider and Outsider Strategies......Page 283
  Implications for Public Sector Communication......Page 286
  Five Avenues for Future Research......Page 288
  References......Page 289
Part IV Public Sector Communication and Citizens......Page 293
  Introduction......Page 297
  Defining Citizen Engagement......Page 298
  Citizen Engagement in Practice: Coproduction and Service Design of Public Services......Page 301
  Engagement, Coproduction, and Public Sector Communication......Page 302
  Critiquing the Concept of Citizen Engagement......Page 303
  References......Page 304
  Introduction......Page 309
  Defining Dialogue......Page 310
  Models, Methods, and Findings for Understanding Dialogue......Page 314
  Dialogue in the Public Sector......Page 317
  Research and Practical Challenges for the Future......Page 318
  References......Page 319
  Introduction......Page 323
  Defining Citizen Expectations......Page 324
  Citizen Expectations and Public Sector Communication......Page 329
  Critiques, Challenges, Unanswered Questions, and Future Research Lines......Page 331
  References......Page 332
  Introduction......Page 335
  PSOs in an Era of Social Media......Page 336
  PSOs’ Social Media Use......Page 339
  How Social Media Shapes Public Sector Communication......Page 341
  Critiques and Challenges......Page 343
  Conclusions and Future Research......Page 344
  References......Page 345
  Introduction......Page 349
  Defining High-Reliability Organization Principles......Page 350
  Research in High‐Reliability Organizations......Page 354
  HRO Principles and Public Sector Communication......Page 356
  Challenges for Research and Practice......Page 359
  References......Page 361
  Introduction......Page 365
  Advocating for Global Citizenship......Page 367
  Enabling Global Citizenship: Inclusive and Participatory Communication......Page 371
  Balancing Ideals with Realities......Page 374
  References......Page 377
Part V Public Sector Communication Measurement and Evaluation......Page 381
  Introduction......Page 387
  The Communication Planning Cycle......Page 389
  Setting SMART Objectives......Page 390
  Evaluation Models......Page 392
  Effectiveness......Page 395
  Methodologies for Evaluation......Page 397
  Conclusion......Page 398
  References......Page 399
  Introduction......Page 403
  Media Landscape at a Glance......Page 404
  Evaluating Media Relations......Page 405
  Evaluating Traditional Media Publicity......Page 406
  Evaluating Online and Social Media......Page 409
  Measuring Online and Social Media Publicity......Page 413
  Outcomes and Impacts of Media Relations......Page 416
  References......Page 421
  Introduction......Page 425
  Communication Outcomes and Evaluation Methods......Page 426
  Timing of Evaluation......Page 427
  Types and Criticism of Evaluation Methods......Page 428
  Analysis......Page 431
  Reporting......Page 432
  Conclusion......Page 433
  References......Page 435
  Introduction......Page 437
  Communication Management and Communication Controlling......Page 438
  Evaluating and Measuring Communication Effects......Page 442
  Aligning Communication and Organizational Goals......Page 444
  Empirical Insights into Communication Evaluation......Page 446
  Challenges and Misunderstandings......Page 450
  References......Page 451
  Introduction......Page 455
  The Status Quo of Evaluation......Page 456
  Recent Developments and Advances......Page 458
  New Evaluation Frameworks and Models......Page 461
  A Taxonomy of Evaluation......Page 465
  The Quo Vadis of Evaluation......Page 466
  References......Page 470
Part VI Conclusion......Page 475
  Introduction......Page 477
  Disciplines, Topics, and Research Methods......Page 478
  Recurring Issues......Page 479
  Challenges, Further Research, and Still‐Unanswered Questions......Page 480
  Suggestions for a Future Vision......Page 482
  References......Page 485
Index......Page 487
EULA......Page 501