Jan Boon, Jan Wynen and Koen Verhoest
Why do public sector organisations target different stakeholder audiences when managing their reputations? This is the question we wanted to address in our recent Policy & Politics article entitled What determines the audiences that public service organisations target for reputation management.
A basic tenet in the reputation literature is that organisations are sensitive to their environment. Different audiences (be it clients, politicians, the media and others) expect different things from public service organisations, so how do they manage such conflicting demands? How do they prioritise the needs of their audiences? Continue reading Which audiences matter to public service organisations when managing their reputations?
Kristoffer Kolltveit, Rune Karlsen & Jostein Askim
Employees in public agencies constantly need to think about how the outside world looks at them. According to bureaucratic reputation theory, public agencies face a complex web of reputational concerns regarding how they are perceived by multiple audiences who prioritise different dimensions of their work. For instance, public agencies are judged by critical media reports, a range of demanding users of public services, politicians and so on. A strong reputation is important, so building maintaining and protecting their reputation is important for generating public support, as well as facilitating their own autonomy and discretion from political interference. However, the existing bureaucratic reputation literature has overlooked the fact that employees might possess multiple social identities that could also affect their motivations, as well as the possibility that the employees might seek to protect the reputations of other government bodies which they hold feel committed to. In our recent Policy and Politics article, we draw on social identity theory to argue that employees are not only concerned about the reputation of the agency for which they work, but also about other actors in the political–administrative system; for example, the ministry to which they belong or the cabinet they serve. We argue that these distinct reputational concerns can have both individual and organisational explanations. For instance, employees in senior positions will emphasise their organisation more than employees in lower positions, because it is their organisational attributions that they identify most closely with. In a similar vein, employees with work experience from their parent ministry will emphasise the ministry more than employees without such experience, because of early socialization processes. Continue reading Understanding reputational concerns within government agencies