Public sector communication : closing gaps between citizens and public organizations / Maria-Jose Canel, Vilma Luoma-aho.

Format:

Book

Author/Creator:

Canel, María José, author.

Luoma-aho, Vilma, 1977- author.

Contributor:

Wiley InterScience (Online service)

Esther F. Kantrowitz & Lionel Kantrowitz Collection Endowed Fund.

Language:

English

Subjects (All):

Communication in public administration.

Genre:

Fiction.

Physical Description:

1 online resource (x, 265 pages)

Place of Publication:

Hoboken, NJ : John Wiley & Sons, Inc., 2019.

[Place of publication not identified] : [publisher not identified], [2019]

System Details:

text file

Contents:

Part I p. 1

1 What Is Changing in Public Sector Communication? p. 3

1.1 The Change: Identifying the Gaps with Citizens p. 3

1.1.1 What Is Changing? p. 3

1.1.1.1 Change in Everyday Practice p. 3

1.1.1.2 Answering the Most Important Question p. 4

1.1.1.3 Changing Values? p. 5

1.1.2 Changes in Individuals: Citizens, Stakeholders, Customers, and Partners p. 5

1.1.2.1 Changes in Citizens' Demands and Expectations p. 6

1.1.2.2 Citizen Communication Practices p. 6

1.1.2.3 Citizen Diversity p. 6

1.1.2.4 Changing Citizen Roles p. 7

1.1.3 The Traditional Gaps that Citizens Perceive When Assessing the Public Sector p. 7

1.1.3.1 Citizens Are from Venus, Public Authorities Are from Mars? p. 7

1.1.3.2 Gap 1: Speed: Bureaucracy versus Postbureaucracy p. 8

1.1.3.3 Gap 2: Privacy: Public versus Private Communication p. 8

1.1.3.4 Gap 3: Viewpoints: Process versus Answers p. 8

1.1.3.5 Gap 4: Context: Single Events versus General Attitude p. 9

1.1.3.6 Gap 5: Perceptions: Perception versus Performance p. 9

1.1.3.7 Gap 6: Roles: Obligations versus Rights p. 10

1.1.3.8 Gap 7: Media Use: Controlled versus Real Time p. 10

1.2 Framework for the Book p. 11

1.2.1 What Has Been Done on Public Sector Communication? p. 11

1.2.1.1 Earliest Works p. 11

1.2.1.2 Little Development despite the Relevance of the Topic p. 11

1.2.1.4 Mapping Contributions from Different Fields to the Study of Public Sector Communication p. 12

1.2.2 The Three Pillars of this Book p. 16

1.2.2.1 The Intangible Nature of Public Sector Management p. 16

1.2.2.2 Knowledge for Practice, Practice for Knowledge p. 17

1.2.2.3 Considering Public Sector Communication from an International Perspective p. 17

2 What Is So Special about Public Sector Communication? p. 25

2.1 What Is the Public Sector? p. 25

2.1.1 Initial Basic Definitions p. 25

2.1.2 Is This Public or Private? p. 26

2.1.3 Scholarly Approaches to Establishing Criteria of Publicness p. 27

2.1.4 The Rings of Publicness p. 28

2.1.5 The Publicness Fan p. 28

2.2 Defining Public Sector Communication p. 30

2.2.1 Mapping Scholarly Definitions p. 30

2.2.2 Some Insights from Practice p. 32

2.2.3 Our Definition of Public Sector Communication p. 33

2.3 Looking at Public Sector Communication from the Publicness Fan p. 33

2.3.1 Different Communication? p. 33

2.3.2 How Public Is This and Hence How Should Intangibles and Communication be Managed? p. 35

2.3.2.1 Funding and Profit p. 36

2.3.2.2 "Ownership" and "Employees" p. 37

2.3.2.3 Control and Accountability p. 38

2.3.2.4 Purpose and Values p. 39

3 Fragile Public Sector Organizations p. 45

3.1 A Brief History of Public Sector Organizations' Development p. 45

3.2 Global Trends in Public Sector Management: An Overview p. 46

3.3 Is There a Need for Intangible Assets? p. 47

3.3.1 From New Public Management to New Public Service p. 47

3.3.2 From Management to Public Value p. 48

3.4 The Fragility of Public Sector Organizations p. 50

3.4.1 Distrust p. 50

3.4.2 Services and Experiences p. 51

3.4.3 Bureaucracy p. 52

3.4.4 The Political Dimension p. 52

3.4.5 A Tactical Approach p. 53

3.5 Expectations as a Cause for Public Sector Fragility p. 54

3.5.1 How Citizen Expectations Are Changing p. 54

3.5.2 Expectations through Experiences p. 56

3.5.3 Unmet Expectations p. 56

4 Antifragile Communication: Closing the Gap through Intangible Assets p. 65

4.1 Defining "Intangible Asset" p. 65

4.1.1 What Is an Intangible Asset About? p. 65

4.1.2 Pinning Down Intangibility p. 66

4.1.3 The Features of an Intangible Asset p. 67

4.2 Types of Intangibles p. 67

4.2.1 Accounting Categorizations p. 67

4.2.2 Relationships and Perceptions as the Basis for Intangible Assets that Aim to Build Competitive Advantage p. 69

4.3 Why Are Intangibles Different in the Public Sector? p. 70

4.3.1 What Is the Value of Intangibility in the Public Sector? p. 72

4.3.2 Building Intangible Assets: Is It Possible? p. 73

4.4 Different Intangible Assets in the Public Sector p. 74

4.5 Avoiding Fragility through Intangible Assets p. 74

4.5.1 Antifragile Communication: Taking the Citizen Point of View p. 75

4.5.2 The Steps toward Antifragility p. 76

4.6 Intangible Assets in this Book p. 77

4.6.1 Definition of Intangible Asset in the Public Sector p. 77

4.6.2 Different Intangible Assets and the Relationships between Them p. 78

Part II p. 83

5 Satisfaction p. 85

5.1 What Is Satisfaction? p. 85

5.2 Experiences and Satisfaction p. 86

5.3 Why Should Public Organizations Care About Citizen Satisfaction? p. 87

5.4 Communication and Satisfaction p. 88

5.5 Measuring Citizen Satisfaction p. 89

5.5.1 The Purpose of Measuring p. 89

5.5.2 Do Measurement Tools from the Private Sector Suit the Public Sector? p. 91

5.6 Summary of Citizen Satisfaction p. 92

5.7 Case Study on Citizen Satisfaction p. 93

5.8 Route Guide to Building Citizen Satisfaction p. 96

6 Organizational Culture p. 101

6.1 Organizations' Invisible Cultures p. 101

6.2 Defining Organizational Culture p. 103

6.3 What Benefit Does Organizational Culture Bring? p. 104

6.4 Public Sector Organizational Culture p. 105

6.5 Subcultures p. 106

6.6 Communication and Public Sector Culture p. 107

6.6.1 Gaps that Public Sector Culture Can Fix p. 107

6.6.2 What to Measure in Practice? p. 110

6.7 Changing Organizational Culture p. 110

6.8 Criticism of Organizational Culture p. 112

6.9 Summary of Organizational Culture p. 112

6.10 Case Study on Organizational Culture p. 113

6.11 Route Guide to Changing Organizational Culture p. 116

7 Reputation p. 121

7.1 What Is the Logic behind Organizational Reputation? p. 121

7.2 How the Digital Environment Shapes Reputation p. 122

7.3 Organizational Reputation Defined p. 124

7.4 The Benefits of a Good Reputation p. 125

7.5 Public Sector Organizations and Reputation p. 126

7.5.1 Reputation in a Context of Lower Competition p. 126

7.5.2 Neutral Reputation as Ideal for Public Sector Organizations p. 127

7.6 Measuring Public Sector Reputation p. 128

7.7 Two Examples of Measuring Reputation p. 131

7.8 Summary of Public Sector Reputation p. 133

7.9 Route Guide to Building Organizational Reputation p. 135

8 Legitimacy p. 139

8.1 Conferring Legitimacy upon Public Sector Organizations: What Does It Mean? p. 139

8.2 The Legitimacy Judgment: What Confers Organizational Legitimacy in the Public Sector? p. 141

8.2.1 Achievements versus Procedures p. 141

8.2.2 Typologies of Legitimacy p. 141

8.2.3 Moral Legitimacy p. 142

8.3 Resources Generated by Legitimacy p. 143

8.4 Communication and Legitimacy Building p. 144

8.4.1 Being Acknowledged as Legitimate p. 145

8.4.2 Legitimacy Building as Sense Making p. 145

8.5 How Legitimacy Typologies Help Legitimacy Builders p. 146

8.6 Building Legitimacy p. 147

8.7 Critical Issues and Further Research p. 149

8.8 Summary of Legitimacy p. 151

8.9 Case Study on Legitimacy p. 151

8.10 Route Guide to Building Legitimacy p. 154

9 Intellectual Capital p. 159

9.1 What Intellectual Capital Is About p. 159

9.1.2 What Has Been Done So Far on Intellectual Capital in the Public Sector? p. 160

9.2 Why is Intellectual Capital Needed? p. 161

9.3 What Resources Does Intellectual Capital Generate? Measuring Intellectual Capital p. 163

9.3.1 What Does Intellectual Capital Tell Us About? The Dimensions of IC p. 163

9.3.2 Measuring Intellectual Capital in the Public Sector p. 164

9.4 Communicating Intellectual Capital p. 166

9.4.1 Does Communication Play a Role in the Acknowledgement of Intellectual Capital? p. 166

9.4.2 Intellectual Capital Management and Communication Management p. 167

9.5 Critical Issues, Unanswered Questions, and Future Research p. 168

9.6 Summary of Intellectual Capital p.

169

9.7 Case Study on Intellectual Capital p. 170

9.8 Route Guide to Building Intellectual Capital p. 174

10 Engagement p. 179

10.1 What Citizen Engagement Is About p. 179

10.1.1 Looking at Engagement from the Citizen Side p. 179

10.1.2 Engagement from the Organization Side: The Role of Public Administrations in Engaging Citizens p. 180

10.2 Going Deeper into Public Sector Engagement p. 181

10.2.1 Governmental Efforts to Involve Citizens p. 182

10.2.2 Deepening Engagement: The Coproduction Perspective p. 182

10.3 Why Is Engagement Needed? p. 185

10.3.1 The Context for an Increasing Concern with and Practice of Citizen Engagement p. 185

10.3.2 What Specific Gaps Does Engagement Help to Bridge? p. 185

10.4 Outcomes of Engagement: Calibrating Its Value as an Intangible Asset p. 186

10.4.1 A General Positive Assessment of the Impact of Engagement p. 186

10.4.2 More Mixed Evidence that Cannot Be Disregarded p. 187

10.4.3 Engagement Effects for the Organization: The Managerial Side p. 188

10.4.4 Benefit for Both Sides: The Cobenefit of Coproduction p. 188

10.5 Building and Communicating Engagement p. 189

10.6 Summary of Engagement p. 190

10.7 Case Study on Public Sector Engagement p. 191

10.8 Route Guide to Building Engagement p. 196

11 Social Capital p. 201

11.1 Theory of Social Capital p. 201

11.2 What Kind of Value Does Social Capital Produce? p. 203

11.3 What Kind of Gaps Does Social Capital Help to Bridge? p. 205

11.4 Communicating Social Capital p. 206

11.5 What Does This Mean for Public Sector Organizations' Communication Management? p. 207

11.6 Measuring Social Capital p. 209

11.7 Are All Networks Real? p. 210

11.8 Closing the Gap through Social Capital p. 211

11.9 Future Research on Social Capital p. 212

11.10 Summary of Social Capital p. 213

11.11 Case Study on Social Capital in the Public Sector p. 213

11.12 Route Guide to Building Social Capital p. 216

12 Trust p. 221

12.1 Why Does Trust Matter? The Intangible and Tangible Value of Trust p. 221

12.2 What Is Trust? p. 223

12.2.1 What is Trust About? p. 223

12.2.2 Can There Be Trust in Public Sector Organizations? p. 224

12.3 Trust in the Public Sector p. 224

12.3.1 Political Trust, Public Trust and Trust in Government p. 225

12.3.2 Trust in Public Administration p. 226

12.3.3 Going Beyond the Public Administration: Trust in the Public Sector p. 226

12.4 Sources of Trust: What Generates Trust in the Public Sector? p. 227

12.4.1 Demographics p. 228

12.4.2 Political Attitudes as Explainers of Trust p. 228

12.4.3 The Influence of Events Management p. 228

12.4.4 Performance as a Source of Trust p. 228

12.5 Other Intangible Assets as Causes of Trust p. 229

12.6 Trust and Communication: Building Trust p. 232

12.7 Critical Issues and Further Research p. 233

12.7.1 Is There a Trend of Decreasing Trust in Public Sector Organizations? p. 233

12.7.2 Debated Issues about Measuring Trust p. 235

12.8 Summary of Trust p. 236

13 Closing the Gaps p. 243

13.1 How Can We Close the Gap between Citizens and Public Sector Organizations? p. 243

13.1.1 Closing Gap 1: Speed: Bureaucracy versus Postbureaucracy p. 246

13.1.2 Closing Gap 2: Privacy: Public versus Private Communication p. 246

13.1.3 Closing Gap 3: Viewpoints: Process versus Answers p. 246

13.1.4 Closing Gap 4: Context: Single Events versus General Attitude p. 247

13.1.5 Closing Gap 5: Perceptions: Perception versus Performance p. 247

13.1.6 Closing Gap 6: Roles: Obligations versus Rights p. 247

13.1.7 Closing Gap 7: Media Use: Controlled versus Real Time p. 248

13.2 Expectations Management to Build Intangibles that Bridge Gaps p. 248.

Notes:

Includes bibliographical references and index.

Electronic reproduction. Hoboken, N.J. Available via World Wide Web.

Online resource; title from digital title page (viewed on August 20, 2018).

Local Notes:

Acquired for the Penn Libraries with assistance from the Esther F. Kantrowitz & Lionel Kantrowitz Collection Endowed Fund.

Other Format:

Print version: Canel, María José. Public sector communication.

ISBN:

9781119135623

1119135621

9781119135630

111913563X

9781119135609

1119135605

1119135613

9781119135616

1119135575

9781119135579

Publisher Number:

99985135027

EB00725162 Recorded Books

Access Restriction:

Restricted for use by site license.