haku: @indexterm balanced scorecard / yhteensä: 46
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| Tekijä: | Vos, M. |
| Otsikko: | Communication quality and added value: a measurement instrument for municipalities |
| Lehti: | Journal of communication management
2009 : VOL. 13:4, p. 362-377 |
| Asiasana: | performance management management accountability balanced scorecard communication quality government Netherlands |
| Vapaa asiasana: | municipalities |
| Kieli: | eng |
| Tiivistelmä: | This study aims at a better understanding of communication (henceforth as: comm.) quality and how it can be measured in the municipal (here as: mncpal.) context. Tested and evaluated is a previously developed instrument for measuring comm. in municipalities (herein as: muncps). The instrument uses Kaplan's and Norton's balanced scorecard and quality control procedures as utilised by the European Foundation of Quality Measurement (EFQM). For muncps., comm. quality can be defined as the degree to which comm. contributes towards the effectiveness of mncpal. policy and how it strengthens the relationship between citizens and mncpl. organizations. Three comm. functions are given, and for each function seven quality criteria, e.g. responsiveness, are defined. The latter serve as an umbrella for many indicators assessed on a Likert scale. The study is based on four cases. The results for four muncps. in the Netherlands are presented and compared with instrument evaluation. It is found that the corporate comm. scores were relatively high, whereas the scores of policy comm. were low. As to the quality criteria, accessibility and publicity scored high and responsiveness low. |
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