000			01356pab a2200181 454500
008			180718b1997 xxu||||| |||| 00| 0 eng d
100			_aHerzog, Richard J.
245			_aSenior citizens tell and how administrator use types of knowledge
260			_c1997
300			_ap.374-86
362			_aSep-Oct
520			_aTelephone interviews with 1,000 citizens and follow-up personal interviews with 42 citizens make up the stories citizens tell in two Texas cities. These stories were reviewed by four managers in the cities. Interviews with these managers reveal seven types of knowledge: crowd, garbage, pothole, siren, resurfacing, medal, and general knowledge. The managers reacted to the stories with anger, frustration, surprise, shock, and defensiveness, but they also reacted with humor, relief, empathy, and with a recognition that in some instances, change was necessary. The managers used the stories to improve communications with citizens, alter spending priorities, reverse policy decisions, and improve their interpersonal skills. The stories also contained threatening information, and the managers engaged in efforts to protect city officials from undue criticism. - Reproduced
650			_aPublic administration
650			_aCivil service
700			_aClaunch, Ronald G.
773			_aPublic Administration Review
909			_a35970
999			_c35970 _d35970