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Informationen zum Autor Maria-José Canel, University of Madrid, Madrid, Spain Vilma Luoma-aho, University of Jyväskylä, Jyväskylä, Finland Klappentext Did You Know? This book is available as a Wiley E-Text . The Wiley E-Text is a complete digital version of the text that makes time spent studying more efficient. Course materials can be accessed on a desktop, laptop, or mobile device--so that learning can take place anytime, anywhere. A more affordable alternative to traditional print, the Wiley E-Text creates a flexible user experience: ? Access on-the-go ? Highlight and take notes ? Search across content ? Save money! The Wiley E-Text can be purchased in the following ways: Check with your bookstore for available e-textbook options Wiley E-text: Powered by VitalSource(R) ISBN: 978-1-119-13562-3 Directly from: www.wiley.com Inhaltsverzeichnis Part I 1 1 What Is Changing in Public Sector Communication? 3 1.1 The Change: Identifying the Gaps with Citizens 3 1.1.1 What Is Changing? 3 1.1.1.1 Change in Everyday Practice 3 1.1.1.2 Answering the Most Important Question 4 1.1.1.3 Changing Values? 5 1.1.2 Changes in Individuals: Citizens, Stakeholders, Customers, and Partners 5 1.1.2.1 Changes in Citizens' Demands and Expectations 6 1.1.2.2 Citizen Communication Practices 6 1.1.2.3 Citizen Diversity 6 1.1.2.4 Changing Citizen Roles 7 1.1.3 The Traditional Gaps that Citizens Perceive When Assessing the Public Sector 7 1.1.3.1 Citizens Are from Venus, Public Authorities Are from Mars? 7 1.1.3.2 Gap 1: Speed: Bureaucracy versus Postbureaucracy 8 1.1.3.3 Gap 2: Privacy: Public versus Private Communication 8 1.1.3.4 Gap 3: Viewpoints: Process versus Answers 8 1.1.3.5 Gap 4: Context: Single Events versus General Attitude 9 1.1.3.6 Gap 5: Perceptions: Perception versus Performance 9 1.1.3.7 Gap 6: Roles: Obligations versus Rights 10 1.1.3.8 Gap 7: Media Use: Controlled versus Real Time 10 1.2 Framework for the Book 11 1.2.1 What Has Been Done on Public Sector Communication? 11 1.2.1.1 Earliest Works 11 1.2.1.2 Little Development despite the Relevance of the Topic 11 1.2.1.3 Nomenclature 12 1.2.1.4 Mapping Contributions from Different Fields to the Study of Public Sector Communication 12 1.2.2 The Three Pillars of this Book 16 1.2.2.1 The Intangible Nature of Public Sector Management 16 1.2.2.2 Knowledge for Practice, Practice for Knowledge 17 1.2.2.3 Considering Public Sector Communication from an International Perspective 17 1.2.3 Plan of the Book 17 References 18 2 What Is So Special about Public Sector Communication? 25 2.1 What Is the Public Sector? 25 2.1.1 Initial Basic De¿nitions 25 2.1.2 Is This Public or Private? 26 2.1.3 Scholarly Approaches to Establishing Criteria of Publicness 27 2.1.4 The Rings of Publicness 28 2.1.5 The Publicness Fan 28 2.2 De¿ning Public Sector Communication 30 2.2.1 Mapping Scholarly De¿nitions 30 2.2.2 Some Insights from Practice 32 2.2.3 Our De¿nition of Public Sector Communication 33 2.3 Looking at Public Sector Communication from the Publicness Fan 33 2.3.1 Different Communication? 33 2.3.2 How Public Is This and Hence How Should Intangibles and Communication be Managed? 35 2.3.2.1 Funding and Pröt 36 2.3.2.2 "Ownership" and "Employees" 37 2.3.2.3 Control and Accountability 38 2.3.2.4 Purpose and Values 39 References 40 3 Fragile Public Sector Organizations 45 3.1 A Brief History of Public Sector Organizations' Development 45
