Handbook of Public Sector Communication

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 ixAcknowledgment xviiIntroduction to Public Sector Communication 1Vilma Luoma-aho and María-José CanelPart 1 Public Sector Communication and Society 27Introduction to Part I. Public Sector Communication and Society 27Michael X. Delli Carpini1. Public Sector Communication and Democracy 31Michael X. Delli Carpini2. Public Sector Communication and Organizational Legitimacy 45Arild Wæraas3. Trust, Fairness, and Signaling: Studying the Interaction Between Officials and Citizens 59Nadine Raaphorst and Steven Van de Walle4. Transparency and Corruption in the Public Sector 71Katerina Tsetsura and Vilma Luoma]aho5. Politics and Policy: Relationships and Functions Within Public Sector Communication 81Leanne GlennyPart II Public Sector Communication, Organizations, Stakeholders, and Employees 97Introduction to Part II. Public Sector Communication, Organizations, Stakeholders, and Employees 97Magnus Fredriksson6. Public Sector Communication and Publicly Valuable Intangible Assets 101Maria]José Canel, Vilma Luoma]aho, and Xabier Barandiarán7. The Influence of Weber and Taylor on Public Sector Organizations’ Communication 115Jari Vuori, Kaidi Aher, and Marika Kylänen8. Formal and Functional Social Exchange Relationships in the Public Sector 127Ben Farr]Wharton, Yvonne Brunetto, and Kate Shacklock9. How Does the Idea of Co]Production Challenge Public Sector Communication? 139Sanna Tuurnas10. Change Communication: Developing the Perspective of Sensemaking and the Perspective of Coworkers 153Charlotte Simonsson and Mats Heide11. Public Sector Communication and Mediatization 167Magnus Fredriksson and Josef PallasPart III Public Sector Communication and Practices 181Introduction to Part III. Public Sector Communication and Practices 181Heidi Houlberg Salomonsen12. Public Sector Communication and Performance Management: Drawing Inferences from Public Performance Numbers 185Asmus Leth Olsen13. Change Management and Communication in Public Sector Organizations: The Gordian Knot of Complexity, Accountability, and Legitimacy 197Helle Kryger Aggerholm and Christa Thomsen14. Public Sector Organizations and Reputation 215Jan Boon and Heidi Houlberg Salomonsen15. Public Sector Communication: Risk and Crisis Communication 229Finn Frandsen and Winni Johansen16. Public Sector Communication and Strategic Communication Campaigns 245Kelly Page Werder17. Public Sector Communication and NGOs: From Formal Integration to Mediated Confrontation? 259Tine Ustad FigenschouPart IV Public Sector Communication and Citizens 273Introduction to Part IV. Public Sector Communication and Citizens 273Karen B. Sanders18. Citizen Engagement and Public Sector Communication 277Paloma Piqueiras, Maria]José Canel, and Vilma Luoma]aho19. Understanding the Role of Dialogue in Public Sector Communication 289Karen B. Sanders and Elena Gutierrez]García20. Public Sector Communication and Citizen Expectations and Satisfaction 303Vilma Luoma]aho, Laura Olkkonen, and Maria]José Canel21. Public Sector Communication and Social Media: Opportunities and Limits of Current Policies, Activities, and Practices 315Alessandro Lovari and Chiara Valentini22. 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. SisonPart V Public Sector Communication Measurement and Evaluation 361Introduction to Part V. Public Sector Communication Measurement and Evaluation 361Jim Macnamara24. The Fundamentals of Measurement and Evaluation of Communication 367Anne Gregory25. Measuring and Evaluating Media: Traditional and Social 383Stefania Romenti and Grazia Murtarelli26. Measuring and Evaluating Audience Awareness, Attitudes, and Response 405Glenn O'Neil27. Aligning and Linking Communication with Organizational Goals 417Ansgar Zerfass, and Sophia Charlotte Volk28. New Developments in Best Practice Evaluation: Approaches, Frameworks, Models, and Methods 435Jim MacnamaraPart VI Conclusion 45529. Conclusion: A Vision of the Future of Public Sector Communication 457Maria]José Canel and Vilma Luoma]ahoIndex 467