Government Communication Effectiveness and Satisfaction with Police Performance: A Large-Scale Survey Study

For the last two decades, performance management theories and practices have focused on outcome-oriented management but have paid little attention to the role of public communication. Using multiple large data sets from Kansas City, Missouri, for 2009-14, this research suggests that the perceived effectiveness of public communication has a more substantial impact on public satisfaction with police protection and crime prevention than neighborhood crime rates and broken windows factors and that perceived effectiveness moderates the negative impact of crime rates. After controlling for residents' demographic characteristics, the authors find that the perceived effectiveness of communication is associated with public satisfaction with the content and quality of the city website and the government television channel. The implications for public safety management and police-citizen relations as well as directions for future research on public communication strategies and public performance management are presented.