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. Todays 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 Communicationis 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:

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.

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.

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 Luomaaho

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
MariaJosé Canel, Vilma Luomaaho, 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 FarrWharton, Yvonne Brunetto, and Kate Shacklock

9. How Does the Idea of CoProduction 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, MariaJosé Canel, and Vilma Luomaaho

19. Understanding the Role of Dialogue in Public Sector Communication 289
Karen B. Sanders and Elena GutierrezGarcía

20. Public Sector Communication and Citizen Expectations and Satisfaction 303
Vilma Luomaaho, Laura Olkkonen, and MariaJosé 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 HighReliability 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 ONeil

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
MariaJosé Canel and Vilma Luomaaho

Index 467