Citizen communication in the public sector: Learning from high reliability organizations

In order to foster a communication culture in the public sector for the benefit of citizens, this chapter proposes the application of the principles of high reliability organizations (HROs) to communication with internal and external stakeholders. HROs manage and sustain almost error-free performance despite operating in hazardous conditions where the consequences of errors could be catastrophic. They operate with mindful leadership and create a culture which encourages responsive and ethical communication. We explain HRO principles and the limited research exploring their use by public sector organizations except in the health sector. We propose practical applications for public sector communication and a project of further research based on the hypothesis that practices which build reliability require more effective, ethical communication, enhancing the trust and engagement of stakeholders and citizens.