Governance theory as a framework for empirical research : a case study on local environmental policy-making in Helsinki, Finland

Governance has been one of the most popular buzzwords in recent political science. As with any term shared by numerous fields of research, as well as everyday language, governance is encumbered by a jungle of definitions and applications. This work elaborates on the concept of network governance. Network governance refers to complex policy-making situations, where a variety of public and private actors collaborate in order to produce and define policy. Governance is processes of autonomous, self-organizing networks of organizations exchanging information and deliberating. Network governance is a theoretical concept that corresponds to an empirical phenomenon. Often, this phenomenon is used to descirbe a historical development: governance is often used to describe changes in political processes of Western societies since the 1980s. In this work, empirical governance networks are used as an organizing framework, and the concepts of autonomy, self-organization and network structure are developed as tools for empirical analysis of any complex decision-making process. This work develops this framework and explores the governance networks in the case of environmental policy-making in the City of Helsinki, Finland. The crafting of a local ecological sustainability programme required support and knowledge from all sectors of administration, a number of entrepreneurs and companies and the inhabitants of Helsinki. The policy process relied explicitly on networking, with public and private actors collaborating to design policy instruments. Communication between individual organizations led to the development of network structures and patterns. This research analyses these patterns and their effects on policy choice, by applying the methods of social network analysis. A variety of social network analysis methods are used to uncover different features of the networked process. Links between individual network positions, network subgroup structures and macro-level network patterns are compared to the types of organizations involved and final policy instruments chosen. By using governance concepts to depict a policy process, the work aims to assess whether they contribute to models of policy-making. The conclusion is that the governance literature sheds light on events that would otherwise go unnoticed, or whose conceptualization would remain atheoretical. The framework of network governance should be in the toolkit of the policy analyst.

Boost Customer Loyalty with Online Support. The Case of Mobile Telecoms Providers.

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other marketing channels when it comes to the interactive and personalised communication that is considered quintessential for supporting services. Our study shows that the quality of online supporting services powerfully affects satisfaction with the provider and customer loyalty through its effect on online value and enjoyment. Managerial implications are provided.

REHTORIT PORTINVARTIJOINA : sekä miten rehtoreiden kertomuksista muodostuu pääkaupunkiseudun Tehostetun ja erityisen tuen kehittämisverkoston tarina

Research objectives. The Special Education Strategy, the legislative change based on it, and the change in the Finnish National Core Curriculum for Pre-primary and Basic Education build the background for this study. An improvement initiative called KELPO was founded in 2008 to implement a new three-level support system in municipalities. To support this initiative, the Network of Intensified and Special Support in the Metropolitan Area was founded in 2010. The Network consists of 22 pilot schools from four metropolitan municipalities and the Centre for Educational Assessment at the University of Helsinki that carries out the developmental assessment of the initiative. The objective of my study was to form an overall view of the functioning of the Network. The data included interviews of 20 principals of the schools belonging to the Network. The interviews were conducted by the Centre for Educational Assessment in the autumn of 2010. The research question is: What do principals speak about the networking done inside and between the municipalities? Methods. I received the data as already transcribed for my use. I researched it using a narrative research approach. As a method I used both thematic reading and classifying narratives by the holistic-content. These methods belong under the analyze of narratives. I collected the narratives from the principals under themes that arose from the data delimited by my research question. The narrative analysis materialized by writing the research story, as a new story was built by the principals stories theme by theme. The classification of the narratives by the holistic-content method was realized according to what kind of a gatekeeper s role each principal had. With a gatekeeper I here mean the intermediary role of a principal between the school and outside world. In addition, I used the analysis of interactive production of the narrative when applicable. Results and conclusions. Explicit features in the story of the Network were the principals at least partial uncertainty of the purpose of the networking, lack of time and resources, changing of initiatives, and lack of continuity. Positive narratives about ownership and empowerment could also be found. Nonetheless, many of the preconditions for success described by the school reform and school networking theories were not fulfilled. According to the collective story, there was no shared goal or purpose, and nor were the needs of autonomy, competence, and relatedness fulfilled. Three different kinds of gatekeepers were found in the data: The Exemplary ones, The Survivors and The Losers. The distinguishing factor turned out to be sharing of information at school. Based on the narratives, the schools with principals taking care of sharing information were the most active in partaking in networking.