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CONTENTS

Cover

Series Page

Title Page

Part I:

Chapter 1: What Is Changing in Public Sector Communication?
1. 1.1 The Change: Identifying the Gaps with Citizens
2. 1.2 Framework for the Book
3. References
Chapter 2: What Is So Special about Public Sector Communication?
1. 2.1 What Is the Public Sector?
2. 2.2 Defining Public Sector Communication
3. 2.3 Looking at Public Sector Communication from the Publicness Fan
4. References
Chapter 3: Fragile Public Sector Organizations
1. 3.1 A Brief History of Public Sector Organizations' Development
2. 3.2 Global Trends in Public Sector Management: An Overview
3. 3.3 Is There a Need for Intangible Assets?
4. 3.4 The Fragility of Public Sector Organizations
5. 3.5 Expectations as a Cause for Public Sector Fragility
6. References
Chapter 4: Antifragile Communication: Closing the Gap through Intangible Assets
1. 4.1 Defining “Intangible Asset”
2. 4.2 Types of Intangibles
3. 4.3 Why Are Intangibles Different in the Public Sector?
4. 4.4 Different Intangible Assets in the Public Sector
5. 4.5 Avoiding Fragility through Intangible Assets
6. 4.6 Intangible Assets in this Book
7. References

Part II:

Chapter 5: Satisfaction
1. 5.1 What Is Satisfaction?
2. 5.2 Experiences and Satisfaction
3. 5.3 Why Should Public Organizations Care About Citizen Satisfaction?
4. 5.4 Communication and Satisfaction
5. 5.5 Measuring Citizen Satisfaction
6. 5.6 Summary of Citizen Satisfaction
7. 5.7 Case Study on Citizen Satisfaction
8. 5.8 Route Guide to Building Citizen Satisfaction
9. References
Chapter 6: Organizational Culture
1. 6.1 Organizations' Invisible Cultures
2. 6.2 Defining Organizational Culture
3. 6.3 What Benefit Does Organizational Culture Bring?
4. 6.4 Public Sector Organizational Culture
5. 6.5 Subcultures
6. 6.6 Communication and Public Sector Culture
7. 6.7 Changing Organizational Culture
8. 6.8 Criticism of Organizational Culture
9. 6.9 Summary of Organizational Culture
10. 6.10 Case Study on Organizational Culture
11. 6.11 Route Guide to Changing Organizational Culture
12. References
Chapter 7: Reputation
1. 7.1 What Is the Logic behind Organizational Reputation?
2. 7.2 How the Digital Environment Shapes Reputation
3. 7.3 Organizational Reputation Defined
4. 7.4 The Benefits of a Good Reputation
5. 7.5 Public Sector Organizations and Reputation
6. 7.6 Measuring Public Sector Reputation
7. 7.7 Two Examples of Measuring Reputation
8. 7.8 Summary of Public Sector Reputation
9. 7.9 Route Guide to Building Organizational Reputation
10. References
Chapter 8: Legitimacy
1. 8.1 Conferring Legitimacy upon Public Sector Organizations: What Does It Mean?
2. 8.2 The Legitimacy Judgment: What Confers Organizational Legitimacy in the Public Sector?
3. 8.3 Resources Generated by Legitimacy
4. 8.4 Communication and Legitimacy Building
5. 8.5 How Legitimacy Typologies Help Legitimacy Builders
6. 8.6 Building Legitimacy
7. 8.7 Critical Issues and Further Research
8. 8.8 Summary of Legitimacy
9. 8.9 Case Study on Legitimacy
10. 8.10 Route Guide to Building Legitimacy
11. References
Chapter 9: Intellectual Capital
1. 9.1 What Intellectual Capital Is About
2. 9.2 Why is Intellectual Capital Needed?
3. 9.3 What Resources Does Intellectual Capital Generate? Measuring Intellectual Capital
4. 9.4 Communicating Intellectual Capital
5. 9.5 Critical Issues, Unanswered Questions, and Future Research
6. 9.6 Summary of Intellectual Capital
7. 9.7 Case Study on Intellectual Capital
8. 9.8 Route Guide to Building Intellectual Capital
9. References
Chapter 10: Engagement
1. 10.1 What Citizen Engagement Is About
2. 10.2 Going Deeper into Public Sector Engagement
3. 10.3 Why Is Engagement Needed?
4. 10.4 Outcomes of Engagement: Calibrating Its Value as an Intangible Asset
5. 10.5 Building and Communicating Engagement
6. 10.6 Summary of Engagement
7. 10.7 Case Study on Public Sector Engagement
8. Links
9. 10.8 Route Guide to Building Engagement
10. References
Chapter 11: Social Capital
1. 11.1 Theory of Social Capital
2. 11.2 What Kind of Value Does Social Capital Produce?
3. 11.3 What Kind of Gaps Does Social Capital Help to Bridge?
4. 11.4 Communicating Social Capital
5. 11.5 What Does This Mean for Public Sector Organizations' Communication Management?
6. 11.6 Measuring Social Capital
7. 11.7 Are All Networks Real?
8. 11.8 Closing the Gap through Social Capital
9. 11.9 Future Research on Social Capital
10. 11.10 Summary of Social Capital
11. 11.11 Case Study on Social Capital in the Public Sector
12. 11.12 Route Guide to Building Social Capital
13. References
Chapter 12: Trust
1. 12.1 Why Does Trust Matter? The Intangible and Tangible Value of Trust
2. 12.2 What Is Trust?
3. 12.3 Trust in the Public Sector
4. 12.4 Sources of Trust: What Generates Trust in the Public Sector?
5. 12.5 Other Intangible Assets as Causes of Trust
6. 12.6 Trust and Communication: Building Trust
7. 12.7 Critical Issues and Further Research
8. 12.8 Summary of Trust
9. References
Chapter 13: Closing the Gaps
1. 13.1 How Can We Close the Gap between Citizens and Public Sector Organizations?
2. 13.2 Expectations Management to Build Intangibles that Bridge Gaps
3. References

Index

End User License Agreement

A comprehensive guide to future-proofing public sector communication and increasing citizen satisfaction

How to communicate with the citizens of the future? Why does public sector communication often fail? Public Sector Communication combines practical examples from around the world with the latest theoretical insights to show how communication can help bridge gaps that exist between public sector organizations and the individual citizens they serve. The authors—two experts in the field with experience from the public sector—explain how public entities, be they cities, governments, foundations, agencies, authorities, municipalities, regulators, military, or government monopolies and state owned businesses can build their intangible assets to future-proof themselves in a volatile environment.

The book examines how the recent digitalization has increased citizen expectations and why one-way communication leaves public sector organizations fragile. To explain how to make public sector communication antifragile, the authors map contributions from a wide variety of fields combined with illustrative examples from around the world. The authors propose a research-based framework of different intangible assets that can directly improve communication in the public sector.

This important resource:

Helps explain the sector-specific conditions and why communication is often challenging in the public sector
Summarizes all relevant literature on the topic across disciplines and includes the most popular management ideals of the recent decades
Explores how public sector organizations can increase citizen satisfaction with effective communication
Presents new approaches to both the study and practice of communication in the public sector
Provides international examples of successful public sector communication
Offers realistic guides to building intangible assets in practice

Written for advanced undergraduate and graduate students, as well as public managers and leaders, Public Sector Communication offers an illustrative, research-based guide to improving communication and engaging citizens of today and the future.

María-José Canel, Complutense University of Madrid, Madrid, Spain

Vilma Luoma-aho, University of Jyväskylä, Jyväskylä, Finland

This edition first published 2019

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Library of Congress Cataloging-in-Publication Data: applied for

9781119135616 [Hardback]

9781119135579 [Paperback]

Closing Gaps Between Citizens and Public Organizations