Critically Review The Article Below: To Access The Article B

Critically review the article below: To access the article below, you must first log into the myCSU Student Portal and access the ABI/INFORM Collection database found in the CSU Online Library. Vanderberg, A., & Capodagli, B. (2015). The "Ottawa way" thrives.

Critically review the article below: To access the article below, you must first log into the myCSU Student Portal and access the ABI/INFORM Collection database found in the CSU Online Library. Vanderberg, A., & Capodagli, B. (2015). The "Ottawa way" thrives. Public Management, 97(6), 14-18. In the review, be sure to include an analysis of the article. Provide details and evidence to back up your analysis from the article. What are some of the significant points used in the article to support the premise? Why are these points significant to the way communication affects strategic planning? Use the standard five-paragraph format (introduction/body/conclusion). APA format should be used. The article review should be a minimum of two pages in length. Content, organization, and grammar/mechanics will be evaluated.

Paper For Above instruction

The article titled "The Ottawa Way Thrives" by Vanderberg and Capodagli (2015) offers an insightful examination of how Ottawa County, Michigan, successfully adopted a customer-centric culture reminiscent of Disney’s renowned service philosophy. The authors detail the strategic initiatives and leadership practices that facilitated this cultural transformation within a government setting, highlighting the significance of communication in driving organizational change and enhancing public service delivery. This analysis explores the main points of the article, evaluates their relevance to communication and strategic planning, and discusses the broader implications for public administration.

The central premise of the article is that implementing a customer-centric culture within Ottawa County's government agencies significantly improves service quality and organizational performance. Vanderberg and Capodagli (2015) illustrate that embracing "The Disney Way" required comprehensive training, leadership buy-in, and ongoing engagement from all levels of the organization. A key point emphasizing this is the county's immersive three-day training sessions, designed to instill shared values, principles, and behaviors aligned with exceptional customer service. This point underscores the importance of effective internal communication during change management, as consistent messaging and training are crucial for aligning staff behaviors with strategic goals. Clear communication of the vision and values ensures that employees understand their roles in delivering excellent service, ultimately supporting the county’s strategic aim of fostering trust and efficiency.

Another significant aspect highlighted is leadership's role in manifesting cultural change. The article discusses leadership workshops and "Hot Seat" sessions where county administrators openly address staff questions and concerns. These forums facilitate transparent dialogue, reducing resistance and building trust—elements vital to successful strategic planning. Vanderberg and Capodagli (2015) position leadership communication as instrumental in shaping organizational culture. When leaders consistently articulate the vision, demonstrate commitment, and engage staff in dialogue, they reinforce strategic priorities and foster a shared understanding. This reinforces the notion that communication is not merely a tool but a strategic asset that helps embed change into daily operations, making it sustainable over time.

Furthermore, the article illustrates how storytelling and visual tools like storyboards serve as communication mechanisms that identify barriers and generate solutions. The Storyboard Treasure Trove revealed issues such as mistrust and poor communication, prompting targeted interventions. These tools exemplify participative communication strategies, where employees' voices are solicited and valued. Such approaches align with strategic planning principles that emphasize stakeholder engagement and collaborative problem-solving. By actively involving employees in defining challenges and solutions, the county creates a sense of ownership and commitment to the new culture—factors critical for the success of strategic initiatives.

In conclusion, Vanderberg and Capodagli (2015) effectively demonstrate that strategic communication is fundamental to organizational change in public sector contexts. The significance of clear messaging, leadership engagement, and participative tools like storyboards reinforces how communication shapes organizational culture and operational excellence. The Ottawa County experience underscores that strategic planning is not solely about setting goals but also about fostering a shared understanding and rallying collective action through effective communication. This article affirms that integrating communication into strategic initiatives can lead to meaningful and sustainable improvements in public service.

References

  • Vanderberg, A., & Capodagli, B. (2015). The "Ottawa way" thrives. PM. Public Management, 97(6), 14-18. https://search.proquest.com/docview/0
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  • Denhardt, R. B., & Denhardt, J. V. (2015). The new public service: Serving, engaging, and leading. Routledge.
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