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Whether it′s the Internal Revenue Service or the local police department, every person′s life is affected by how public organizations handle information. New technologies are inundating us with data-agencies collect, store, analyze and disseminate information. How organizations manage this information is crucial to their effectiveness, efficiency, and accountability.

It is becoming more difficult for public organizations to formulate clear messages. Political pressure from elected officials and public scrutiny make the task of managing communication even more daunting. By helping students see how communication networks must be treated within larger psychological, cultural, and mechanical contexts, Graber presents ways to construct effective channels so information is transmitted to the appropriate audiences, linking policy decisions and feedback from citizens. Blending the best of theory and practice, The Power of Communication helps both students and practitioners turn a flood tide of information into an asset, rather than a menace, to good government.

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CONTENTS
Tables, Figures, and Boxes = ⅸ
Preface = xi
1. The Past as Prologue for the Future : Theories and Applications = 1
 Communicating in Organizations : Basic Concepts = 2
 Why Information and Communication Management Is Crucial = 5
 The Foundations of Organizational Communication Studies = 13
2. Building Information Bases : Resources and Obstacles = 25
 Information Needs = 25
 Information-Gathering Strategies = 32
 Shielding Sensitive Information = 36
 Surmounting Information Hurdles = 45
 Judging Information Quality and Quantity = 49
 Intelligence Disasters = 56
3. Channeling Bureaucratic Information Flows = 64
 The Interface of Structure and Function = 64
 Structuring Information Flows = 69
 Bureaucratic Structure Handicaps = 75
 The Direction of Communication Flows = 82
4. Constructing Networks = 93
 The Whys and Hows of Network Formation = 93
 Network Analysis = 97
 The Significance of Network Positions = 103
 Network Roles = 108
5. Designing Climates and Accommodating Cultures = 124
 Organizational Climates = 124
 Organizational Cultures = 134
 How New Communication Technologies Transform Bureaucracies = 144
6. Foundations for Sound Decisions = 157
 Managing Information Flows = 157
 The Four Phases of Decision Making = 160
 Common Decision-Making Errors = 169
 Error Avoidance Strategies = 172
 Designing Structures for Decision Making = 178
 Making Routine Decisions = 185
7. Refocusing on Serving the Public = 193
 Citizens' Contacts with Government = 193
 Accountability and Responsiveness = 197
 The Wellsprings of Unresponsiveness = 199
 Information Transmission Difficulties = 204
 The Evaluation Puzzle = 212
 Seeking Citizen Advice = 216
8. Public Relations and Public Information Campaigns = 226
 The Jekyll and Hyde Faces of External Communication = 226
 Public Relations Strategies = 228
 Structuring Public Relations Agencies = 234
 Media Relations = 242
 Public Information Campaigns = 247
9. Vistas of a Likely Future = 261
 Bridges from the Past = 261
 Bridges to the Future = 266
 Research Needs = 274
Index = 279