Recognizing citizens in municipal management: an exploratory study based on a content analysis of municipal websites in the province of Quebec

Abstract

This article explores the usefulness of a recognition framework for the study of the relationship between municipal administrations and citizens. Within the organizational science literature, employee recognition has been shown to enhance their commitment to their organization. In a context where public authorities consistently seek to improve levels of civic engagement, could this conclusion be applied to the relationship between municipalities and their constituents? Following a review of the literature, we present the results of a content analysis of the websites of Quebec municipalities whose populations are greater than 20,000. Three modes of recognition are identified: personalized attention, value confirmation, and gratitude. Recognition practices are also found to vary between municipalities. Our study opens new pragmatic and theoretical horizons in the area of municipal management.Points for practitionersManagers know that showing recognition toward their employees is not only a sign of respect, but a means to mobilize employee commitment to their organization. This article explores the value of this finding for the field of municipal management and, specifically, to the study of the relationship between municipal managers and citizens. Should serving citizens not ultimately mean recognizing their individual identities, civic capacities, and contribution to their community’s vitality?