Click here to download

Citizen engagement and the Covid-19 mask communication
Journal Title: SOCIOLOGIA DELLA COMUNICAZIONE  
Author/s: Vilma Luoma-aho, Maria-Jose Canel, Jana Bowden, Erika Ek, Viktoria Vainiomäki 
Year:  2021 Issue: 61 Language: English 
Pages:  16 Pg. 20-35 FullText PDF:  392 KB
DOI:  10.3280/SC2021-061003
(DOI is like a bar code for intellectual property: to have more infomation:  clicca qui   and here 


This paper looks at the changing communication environment of public sector organizations and examines how the traditional understanding of citizen engage-ment is becoming outdated. Building on literature on customer engagement from marketing and civic engagement from the field of political science, this article es-tablishes the process of citizen engagement in the public sector. Our propositions for future citizen engagement include the following: (i) a willingness and empow-erment to engage from both sides, (ii) the potential for either positive or negative manifestations, (iii) realistic expectations for outcomes, (iv) an understanding of its process-form and (v) having the aim of improving society. We tested these propo-sitions in the context of young opinion leaders in Finland in the Covid-19 related communication aiming to engage citizens to wear protective face masks. Our data confirmed the five propositions, and two new ones also emerged from the data: citizen engagement (vi) occurs in the global information environment and (vii) is enforced by others in society.
Keywords: Citizen engagement, civic engagement, customer engagement, public sector communication, Covid-19 masks, young people

  1. Adler, R. P., Goggin, J. (2005), What do we mean by “Civic engagement”?, in «Journal of Transformative Education», vol. 3 (3), 236-253.
  2. Amnå, E., Ekman, J. (2014), Standby citizens: Diverse faces of political passivity, in «European Political Science Review», vol. 6 (2), 261-281., DOI: 10.1017/S175577391300009
  3. Arnstein, S. R. (2019), A ladder of citizen participation, in «Journal of the American Planning Association», vol. 85 (1), 24-34., DOI: 10.1080/01944363.2018.155938
  4. Bole, B. E., Gordon, M. (2009), E pluribus unum: Fostering a new era of citizenship by teaching civic engagement and healthy civic discourse, in «Journal of Public Affairs», vol. 9 (4), 273-287.
  5. Bourgon, J. (2011), A new synthesis of public administration: Serving in the 21st century, McGill Queen’s Press, MQUP, Washington DC.
  6. Bowden, J. (2009), Customer engagement: A framework for assessing customer-brand relationships: The case of the restaurant industry, in «Journal of Hospitality Marketing & Management», vol. 18 (6), 574-596., DOI: 10.1080/1936862090302498
  7. Brodie, R. J., Ilic, A., Biljana, J., Hollebeek, L. (2011), Consumer engagement in a virtual brand community: An exploratory analysis, «Journal of Business Research», (1).
  8. Canel, M., Luoma-aho, V. (2019), Public sector communication. closing gaps between public sector organizations and citizens, Wiley, Boston.
  9. Capozzi, L., Zipfel, L. (2012), The conversation age: The opportunity for public relations, in «Corp Comm: An Int Jnl», vol. 17 (3), 336-349., DOI: 10.1108/1356328121125356
  10. Castells, M. (2009), Communication power, Oxford University Press, Oxford.
  11. Cavaye, J. (2004), Changing the Way Governments Works: New Interests ‐ New Arrangements, Department for Victorian Communities, Victoria.
  12. Chandler, J. D., Lusch, R. F. (2015), Service systems, in «Journal of Service Research», vol. 18 (1), 6-22., DOI: 10.1177/109467051453770
  13. Chen, Q., Min, C., Zhang, W., Wang, G., Ma, X., Evans, R. (2020), Unpacking the black box: How to promote citizen engagement through government social media during the COVID-19 crisis, Computers in Human Behavior.
  14. Cooper, T. L. (2005), Civic engagement in the twenty-first century: Toward a scholarly and practical agenda, in «Public Administration Review», vol. 65 (5), 534-535.
  15. Dahlgren, P. (2005), The internet, public spheres, and political communication: Dispersion and deliberation, in «Political Communication», vol. 22 (2), 147-162., DOI: 10.1080/1058460059093316
  16. Dahlgren, P. (2015), Probing the EU public sphere: Participation and civic cultures, in «Quaderni di Sociologia», 68, pp. 5-21.
  17. Delli Carpini, M., Cook, F., Jacobs, L. (2004), Public deliberation, discursive participation, and citizen engagement, in «Annual Review of Political Science», 7, pp. 315-344.
  18. de Jong, Menno D. T., Neulen, S., Jansma, S. R. (2019), Citizens’ intentions to partic-ipate in governmental co-creation initiatives: Comparing three co-creation configurations, in «Government Information Quarterly», vol. 36 (3), 490-500.
  19. Gaventa, J., Barrett, G. (2010), So what difference does it make? mapping the outcomes of citizen engagement, (No. Working paper Volume 2010 Number 347), Development Research Center and Institute for Development Studies, Sussex, UK.
  20. Hollebeek, L. (2011), Exploring customer brand engagement: Definition and themes, in «Journal of Strategic Marketing», vol. 19 (7), 555-573., DOI: 10.1080/0965254X.2011.59949
  21. Hollebeek, L. D., Chen, T. (2014), Exploring positively- versus negatively-valenced brand engagement: A conceptual model, in «Journal of Product and Brand Management», vol. 23 (1), 62-74., DOI: 10.1108/JPBM-06-2013-033
  22. Imandin, L., Bisschoff, C., Botha, C. (2014), A model to measure employee engagement, in «Problems and Perspectives in Management», vol. 12 (4), 520-532.
  23. Johnston, K., Taylor, M. (2018), Engagement as communication - pathways, possibilities, and future directions, in K. Johnston, M. Taylor (Eds.), The handbook of communication engagement, Wiley Blackwell.
  24. Karahasanović, A., Hinkel, U., Sjøberg, D. K., Thomas, R. (2009), Comparing of feedback-collection and think-aloud methods in program comprehension studies, in «Behaviour & Information Technology», vol. 28 (2), 139-164. -- https://doiorg.ezproxy.jyu.fi/10.1080/01449290701682761
  25. Lay-Hwa Bowden, J., Luoma-aho, V., Naumann, K. (2016), Developing a spectrum of positive to negative citizen engagement, in R. J. Brodie, L. Hollebeek & J. Conduit (Eds.), Customer engagement contemporary issues and challenges, Routledge, London.
  26. Levine, P. (2007), The future of democracy: Developing the next generation of American citizens, Tufts University Press, Lebanon, New Hampshire.
  27. Lovari, A., D’Ambrosi, L., Bowen, S. (2020), Re-Connecting Voices. The (New) Strategic Role of Public Sector Communication After the Covid-19 crisis, in «Partecipazione e Conflitto», vol. 13 (2), 970-989.
  28. Lovari, A., Parisi, L. (2015), Listening to digital publics. investigating citizens voices and engagement within italian municipalities’ facebook pages, in «Public Relations Review», vol. 41 (2), 205-213.
  29. Luoma-aho, V., Canel, M-J. (2020) (Eds.), Handbook of Public Sector Communication, Wiley-Blackwell, New York.
  30. Luoma‐aho, V., Vos, M. (2010), Towards a more dynamic stakeholder model: Acknowledgg multiple issue arenas, in «Corp Comm: An Int Jnl», vol. 15 (3), 315-331., DOI: 10.1108/1356328101106815
  31. Marlowe, H. (2005), Public engagement: Theory and practice. Unpublished manuscript, -- http://analyticaconsulting.co/wp-content/uploads/2012/02/Public-engagement-theory-and-practice.pdf
  32. Papacharissi, Z. (2014), On networked publics and private spheres in social media, in J. Hunsinger, T. Senft (Eds.), The social media handbook, Routledge, New York.
  33. Sashi, C. (2012), Customer engagement, buyer-seller relationships, and social media. in «Management Decision», vol. 50 (2), 253-272., DOI: 10.1108/0025174121120355
  34. Sloterdijk, P. (2011), Bubbles, spheres I, MIT Press, Cambridge, MA.
  35. Taylor, M., Kent, M. (2014), Dialogic engagement: Clarifying foundational concepts, in «Journal of Public Relations Research», vol. 25 (5), 384-398., DOI: 10.1080/1062726X.2014.95610
  36. Testa, C. (2012), Is polarization bad?
  37. Thijs, N. (2011), Measure to improve: Improving public sector performance by using citizen-user satisfaction information. (). EUPAN / EIPA, Brussels, -- http://www.eupan.eu/files/repository/20111230120429_Measure_to__Improve.pdf
  38. van Dijk, R., Van Dick, R. (2009), Navigating organizational change: Change leaders, employee resistance, and work-based identities, in «Journal of Change Management», vol. 9 (2), 143-163., DOI: 10.1080/1469701090287908
  39. van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., Verhoef, P. C. (2010), Customer engagement behavior: Theoretical foundations and research directions, in «Journal of Service Research», vol. 13 (3), 253-266., DOI: 10.1177/109467051037559
  40. Weber, M. (1946) Max Weber: Essays in Sociology, Oxford University Press, Oxford.

Vilma Luoma-aho, Maria-Jose Canel, Jana Bowden, Erika Ek, Viktoria Vainiomäki, in "SOCIOLOGIA DELLA COMUNICAZIONE " 61/2021, pp. 20-35, DOI:10.3280/SC2021-061003

   

FrancoAngeli is a member of Publishers International Linking Association a not for profit orgasnization wich runs the CrossRef service, enabing links to and from online scholarly content