The Handbook of Public Sector Communication
Handbooks in Communication and Media 1. Aufl.
A multidisciplinary collection on global public entity strategic communication Research into public sector communication investigates the interaction between public and governmental entities and citizens within their sphere of influence. Today’s public sector organizations are operating in environments where people receive their information from multiple sources. Although modern research demonstrates the immense impact public entities have on democracy and societal welfare, communication in this context is often overlooked. Public sector organizations need to develop “communicative intelligence” in balancing their institutional agendas and aims of public engagement. The Handbook of Public Sector Communication is the first comprehensive volume to explore the field. This timely, innovative volume examines the societal role, environment, goals, practices, and development of public sector strategic communication. International in scope, this handbook describes and analyzes the contexts, policies, issues, and questions that shape public sector communication. An interdisciplinary team of leading experts discusses diverse subjects of rising importance to public sector, government, and political communication. Topics include social exchange relationships, crisis communication, citizen expectations, measuring and evaluating media, diversity and inclusion, and more. Providing current research and global perspectives, this important resource: Addresses the questions public sector communicators face today Summarizes the current state of public sector communication worldwide Clarifies contemporary trends and practices including mediatization, citizen engagement, and change and expectation management Addresses global challenges and crises such as corruption and bureaucratic roadblocks Provides a framework for measuring communication effectiveness Requiring minimal prior knowledge of the field, The Handbook of Public Sector Communication is a valuable tool for academics, students, and practitioners in areas of public administration, public management, political communication, strategic and organizational communication, and related fields such as political science, sociology, marketing, journalism, and globalization studies.
Notes on Contributors ix Acknowledgment xvii Introduction to Public Sector Communication 1Vilma Luoma-aho and María-José Canel Part 1 Public Sector Communication and Society 27 Introduction to Part I. Public Sector Communication and Society 27Michael X. Delli Carpini 1. Public Sector Communication and Democracy 31Michael X. Delli Carpini 2. Public Sector Communication and Organizational Legitimacy 45Arild Wæraas 3. Trust, Fairness, and Signaling: Studying the Interaction Between Officials and Citizens 59Nadine Raaphorst and Steven Van de Walle 4. Transparency and Corruption in the Public Sector 71Katerina Tsetsura and Vilma Luoma?aho 5. Politics and Policy: Relationships and Functions Within Public Sector Communication 81Leanne Glenny Part II Public Sector Communication, Organizations, Stakeholders, and Employees 97 Introduction to Part II. Public Sector Communication, Organizations, Stakeholders, and Employees 97Magnus Fredriksson 6. Public Sector Communication and Publicly Valuable Intangible Assets 101Maria?José Canel, Vilma Luoma?aho, and Xabier Barandiarán 7. The Influence of Weber and Taylor on Public Sector Organizations’ Communication 115Jari Vuori, Kaidi Aher, and Marika Kylänen 8. Formal and Functional Social Exchange Relationships in the Public Sector 127Ben Farr?Wharton, Yvonne Brunetto, and Kate Shacklock 9. How Does the Idea of Co?Production Challenge Public Sector Communication? 139Sanna Tuurnas 10. Change Communication: Developing the Perspective of Sensemaking and the Perspective of Coworkers 153Charlotte Simonsson and Mats Heide 11. Public Sector Communication and Mediatization 167Magnus Fredriksson and Josef Pallas Part III Public Sector Communication and Practices 181 Introduction to Part III. Public Sector Communication and Practices 181Heidi Houlberg Salomonsen 12. Public Sector Communication and Performance Management: Drawing Inferences from Public Performance Numbers 185Asmus Leth Olsen 13. Change Management and Communication in Public Sector Organizations: The Gordian Knot of Complexity, Accountability, and Legitimacy 197Helle Kryger Aggerholm and Christa Thomsen 14. Public Sector Organizations and Reputation 215Jan Boon and Heidi Houlberg Salomonsen 15. Public Sector Communication: Risk and Crisis Communication 229Finn Frandsen and Winni Johansen 16. Public Sector Communication and Strategic Communication Campaigns 245Kelly Page Werder 17. Public Sector Communication and NGOs: From Formal Integration to Mediated Confrontation? 259Tine Ustad Figenschou Part IV Public Sector Communication and Citizens 273 Introduction to Part IV. Public Sector Communication and Citizens 273Karen B. Sanders 18. Citizen Engagement and Public Sector Communication 277Paloma Piqueiras, Maria?José Canel, and Vilma Luoma?aho 19. Understanding the Role of Dialogue in Public Sector Communication 289Karen B. Sanders and Elena Gutierrez?García 20. Public Sector Communication and Citizen Expectations and Satisfaction 303Vilma Luoma?aho, Laura Olkkonen, and Maria?José Canel 21. Public Sector Communication and Social Media: Opportunities and Limits of Current Policies, Activities, and Practices 315Alessandro Lovari and Chiara Valentini 22. Citizen Communication in the Public Sector: Learning from High?Reliability Organizations 329Karen B. Sanders and María de la Viesca Espinosa de Los Monteros, 23. Public Sector Communicators as Global Citizens: Toward Diversity and Inclusion 345Marianne D. Sison Part V Public Sector Communication Measurement and Evaluation 361 Introduction to Part V. Public Sector Communication Measurement and Evaluation 361Jim Macnamara 24. The Fundamentals of Measurement and Evaluation of Communication 367Anne Gregory 25. Measuring and Evaluating Media: Traditional and Social 383Stefania Romenti and Grazia Murtarelli 26. Measuring and Evaluating Audience Awareness, Attitudes, and Response 405Glenn O’Neil 27. Aligning and Linking Communication with Organizational Goals 417Ansgar Zerfass, and Sophia Charlotte Volk 28. New Developments in Best Practice Evaluation: Approaches, Frameworks, Models, and Methods 435Jim Macnamara Part VI Conclusion 455 29. Conclusion: A Vision of the Future of Public Sector Communication 457Maria?José Canel and Vilma Luoma?aho Index 467
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