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Documenti di Professioni
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REPUBLIQUE DU CAMEROUN
Paix-Travail-Patrie
Academic Supervisor
Mr. BAWE Phillip
2015/2016 SESSION
i
APPROVAL
I, the undersigned Phillip BAWE do hereby acknowledge and certify that this project
entitled The Role of Public Relations Practice in the Promotion of Good
Governance in Public Administration. Case Study, Office of the Governor of the
NWR is the original work of NAAH KENNETH TOH written after an elaborate
research in the field. The responsibility of any errors, mistakes, omission and facts
that may be found in this work is that of the intern.
My responsibility has been to ensure that the project conforms to international
standards and format required by National Polytechnic University Institute-Bamenda
and the Ministry of Higher Education.
I find this project convincing and as such fit for public defence before the competent
jury for evaluation in partial fulfilment of the requirements for the award of a
Bachelor of Technology (B. Tech) Degree Journalism and Media
Signature: ..............................................
ii
DECLARATION
I, NAAH Kenneth TOH, do hereby declare that this Industrial Attachment Project on
The Role of Public Relations Practice in the Promotion of Good Governance in
Public Administration. Case Study, Office of the Governor of the NWR is my
original work written after several weeks of laborious research in the field in partial
fulfilment of the requirements for the award of a Bachelor of Technology (B. Tech)
Degree in Journalism and Media. No candidate, to the best of my knowledge, has
ever researched on and presented project on the above topic.
I do hereby swear that this work is original and a product of my intellectual creativity.
I am therefore convinced beyond reasonable doubt that it meets ethical and
academic norms and fit for presentation before the competent jury for evaluation.
All borrowed ideas and information have been duly acknowledged by way of
referencing and bibliography.
Signature:
iii
CERTIFICATION
This research project entitled The Role of Public Relations Practice in the
Promotion of Good Governance in Public Administration. Case Study, Office of the
Governor of the NWR meets the requirements and regulations governing the award
of a Bachelor of Technology (B. Tech) Degree of National Polytechnic University
Institute-Bamenda in affiliation with the university of Buea, hence approved for its
contribution to scientific acknowledge and literary presentation.
Member of jury
Rapporteur
..
..
iv
DEDICATION
I gracefully dedicate this piece of work to my dearly loving mother, Mrs.
MANGWETTA Henriette epse late NDIFONKA.
ACKNOWLEDGEMENTS
An intellectual piece of this magnitude has not seen the light of the day without me
having support from many people. Ipso facto, I begin by thanking the Almighty God
for His free breathe of life, strength, resources, opportunities and Grace Hes
accorded to me throughout the academic year and during my internship.
Sincere appreciations go to the supervision efforts of Phillip BAWE, who also is the
Dean of the school of Journalism and Media. He has taken extra pains in implanting
the knowledge I need to realise this project and made sure it is in conformity to the
standards required.
My immense gratitude goes to my industrial supervisor, Mr. ZINGUI Guy, who is the
head of the SERCOM. He, with Mr. BONGNGAM (Chief of Protocol at the Governors
Office) made sure I have a smooth, valuable and very instructive internship
programme at the NW Governors Office.
It will be roguish of me not to place the first lady of my heart on this page of
acknowledgements; my mother, Mrs. MANGWETTA Henriette epse NDIFONKA. She
gave me financial, moral and psychological means for me to have a successful
education, including internship and research. In this category, the financial,
intellectual and spiritual efforts of my brothers NCHANG Cyriac and WANKI TOH
Bertrand are not ignored.
Last but not least, I am thankful to my friends, whom with their collaborations have
helped me enormously on my project. They are RABIATOU Aliyu, ANYAM
Emmanuela, LIKEUTSASSI Elvira and NDOH Nick Brown.
And to those whose names are not mentioned and have helped me in one way or the
other, big thanks to them too.
vi
TABLE OF CONTENTS
TITLE PAGE....i
APPROVAL .............................................................................................................. ii
DECLARATION ....................................................................................................... iii
CERTIFICATION .......................................................................................................iv
DEDICATION ........................................................................................................... v
ACKNOWLEDGEMENTS ..........................................................................................vi
TABLE OF CONTENTS ............................................................................................. vii
LIST OF TABLES AND FIGURES ................................................................................ix
ABSTRACT .............................................................................................................. x
CHAPTER ONE: GENERAL INTRODUCTION .............................................................. 1
1.1 Background of the study .................................................................................. 1
1.2 Statement of the Problem ................................................................................ 3
1.3 Research Questions .......................................................................................... 4
1.4 Research Hypothesis ........................................................................................ 4
1.5 Objectives purpose of the Study ...................................................................... 4
1.6 Significance of the Study .................................................................................. 5
1.7 Scope of the Study ........................................................................................... 5
1.8 Definition of terms and abbreviations used ..................................................... 6
CHAPTER TWO: REVIEW OF RELATED LITERATURE ................................................. 8
2.1 Literature review ............................................................................................. 8
2.2 Theoretical framework .................................................................................. 24
2.3 Linking literature review to current study ..................................................... 25
CHAPTER THREE: METHODS AND PROCEDURE .................................................... 26
3.1 Background of the study area ....................................................................... 26
3.2 Reasons for choosing the study area ............................................................ 40
vii
3.3
3.4
3.7
viii
1:
The
Virtuous
Circle
of
Transparency:
From
Disclosure
to
Responsiveness............................................................................................................14
Figure 2: Level of satisfactions of respondents..........................................................51
ix
ABSTRACT
This study seeks to investigate the role of public relations practice in the promotion
of good governance at the NW Governors Office, which is an institution for public
administration. Governance is the process of decision-making and the process by
which decisions are implemented or not implemented. Good governance then,
centres on the responsibility of governments and governing bodies to meet the
needs of the masses as opposed to select groups in the society.
The Governors Office renders many services to the NW public, irrespective of their
locations. Among these services are; stamping and certification of documents and
the settlement of disputes. During my research period at the Governors Office, I
discovered some lapses in the quality of service delivered and the manner in which
these services were rendered. The research was done through different methods of
data collection, which are interviews, administration of questionnaires, field
observation and analyses of related documents.
The results of the research as analysed in this project shows the perception of
citizens, their levels of satisfaction and their relationships with people in power. At
the end of the analyses, the researcher proposed some recommendations to the
SERCOM on how public relations practice can improve the satisfaction level of the
public, which can lead to good governance in the NW Governors Office.
Key words: Public Relations practice, good governance, public administration
CHAPTER ONE
GENERAL INTRODUCTION
providing substantial and enriching information about the entire Region in the
website of NWR hosted by the Communication Service at the Governors Office.
Ipso facto, we can deduce from the above points that PR practice involves
understanding, acceptance, communication, management, cooperation, and
maintenance efforts that exist between an organization and its public, and how
effective PR can be used as a tool to promote good governance in the public
sector in Cameroon.
Specific Objectives
1) To examine how Public Relations practice can be used in promoting
good governance at the NW Governors Office.
2) To investigate the level of satisfaction of the public who benefit from
services at the NW Governors Office.
3) Identify ways of improving Public Relations practice and quality
delivery of services at the NW Governors Office.
This study chose this area because of its distances that separate Divisions and
Subdivisions and to understand how people in distant areas with very poor road
network actually benefit from services at the NW Governors Office.
Abbreviations:
SERCOM:Communication Service
PR: Public Relations
H1: Alternative Hypothesis
H0: Null Hypothesis
NWR/NW: North West Region/ North West
PRINZ: Public Relations Institute of New Zealand
NPB: National Polytechnic University Institute- Bamenda
PA: Public Administration
TV: Television
RMLS: Reception, Mail and Liaison Service
DRTS: Documentation, Records and Translation Service
FALS: Financial Affairs and Logistic Service
ALAD: Administrative and Legal Affairs Division
DPAO: Division in charge of Policing and Administrative Organisation
RDD: Division in charge of Regional Development
ESCAD: Economic, Social and Cultural Affairs Division
CHAPTER TWO
REVIEW OF RELATED LITERATURE
and multinationals
to non-profit organisations,
write
and
Du Plooy, G.M. (2002). Communication Research, Techniques, Methods, and Applications. Lansdowne: Juta& Co.
Ltd.
2
Edward Bernays, "Organizing Chaos," in Propaganda, (New York: H. Liverlight, 1928), 10.
3
The Public Relations Institute of New Zealand (PRINZ) and leading public relations consultancies
Wikipedia, the free encyclopaedia (2016) Main article: History of public relations
L'Etang, Jacquie (2 September 2004). Public Relations in Britain: A History of Professional Practice in the Twentieth
Century. Taylor & Francis.ISBN 978-1-4106-1081-2.Retrieved 22 May 2013.
8
Cutlip, Scott (1994), The Unseen Power: Public Relations: A History, Lawrence Erlbaum Associates, ISBN 0-80581464-7
7
10
Appleby, Paul 1947. "Toward Better Public Administration," Public Administration Review Vol. 7, No. 2 pp. 93-99.
11
the executive arm of local, state, and federal government and that focuses on the
systematic study of executive organization and management10.
Public relations in public administration must be approached from a broader
perspective, as the endeavour set into motion by an organization with the explicit
purpose of establishing sympathetic relations with the audience (Dagenais,
1999)11. It has a lot of similarities with Organizational communication, which is
the consideration, analysis, and criticism of the role of communication in
organizational contexts. Its main function is to inform, persuade and promote
goodwill. The flow of communication could be either formal or informal.
Communication flowing through formal channels is downward, horizontal and
upward whereas communication through informal channels is generally termed
as grapevine. From another perspective, as a strategic instrument of
communication, public relations refer to all the measures of institutional
communication initiated by an organization, designed to promote all its
accomplishments and an improved image of the institution from the point of view
of its target audiences, both internal and external (elected representatives and
those belonging to government organizations, union representatives, media
groups, general public) (Lamizet & Silem, 1997)12.
Almost thirty years ago, Steiner (1978)13 began writing about the importance of
communication between government and citizens.He states that the feeling that
government isinadequate is so wide spread that the public sector can no longer
10
Wikipedia, the free encyclopaedia (2016), Main article: Public Administration journal
Dagenais, B. (1999), Le mtier de relationniste, Sainte-Foy, Les Presses de lUniversit Laval.
12
Lamizet, B., Silem, A. (19970, Dictionnaire encyclopdique des sciences de linformationet de la communication,
Paris, Ellipses.
13
Steiner, R. (1978). Communication between government and citizen: Open or closed book? Southern Review of
Public Administration, March, 542-561.
11
12
14
Wilcox, D. L., Cameron, G. T., Ault, P. H., Agee, W. K. (2005). Public relations: Strategies and tactics. Boston, MA:
Pearsons Education, Inc.
13
15
World Bank, Global Monitoring Report, 2006: Referred pdf document from Enterplan, a Detailed Analysis on
The Role of Communication in Governance. A project entitled "ICD Knowledge Sharing and Learning Programme".
The work was carried out by members of the Gamos Consortium. www.ic4dev.org/.
http://siteresources.worldbank.org/INTGLOBALMONITORING2006/Resources/21866
25-1145565069381/GMR06_ch06.pdf
14
16
Ibid
Daruwala, M. and Nayak, V. (eds), 2007, 'Our Rights, Our Information: Empowering People to Demand Rights
through Knowledge', Commonwealth Human Rights Initiative, New Delhi: Topic Guide on Communication and
Governance, GSDRC / CommGAP http://www.gsdrc.org/go/display&type=Document&id=3078
18
Wilcox, D. L., Cameron, G. T., Ault, P. H., Agee, W. K. (2005). Public relations: Strategies and tactics. Boston,
MA: Pearsons Education, Inc.
17
15
HEISE J.A. (1985), Toward closing the confidence gap: An alternative approach to communication between
public and government, Public Administration Quarterly, vol. 9, n. 2, pp. 196-218. Government, Public
Administration Quarterly, vol. 9, n. 2, pp. 196-218.
20
Lee, M. (2002), Intersectoral differences in public affairs: The duty of public reporting in public administration.
Journal of Public Affairs, 2, 2, 33-44.
16
convey messages according to the target audiences characteristics and follow the
feedback accordingly.
PR could be considered a public communication strategy. PR, as a public
communication strategy, generates a climate and state of social normality.
Especially in democratic societies, PR plays the part of generator of
communication flows between public institutions, citizens and stakeholders, so
that public institutions could become acquainted with the real concerns of the
citizens and that the citizens, in return, could trust the institutions and the public
officers (Iacob & Cismaru, 2003).21
In the media domain, public information policy of the institutions may be reactive
(i.e. simply reacting to information already in the media, either mass or public) or
active (the institutions are prepared at any time for disseminating messages
through internal and external channels of communication): knowing the profile of
the media; establishing the contact and maintaining an informational flow
towards the media, using PR techniques; monitoring and evaluating the media
messages. This justifies the establishment of PR structures.
21
17
total
sanitation,
renewable sources
of
energy,
environmental
Ibid
18
utility and limitations. The areas and degree of their effectiveness also varies. At
times an integrated approach involving both these outlets yields greater and
quicker results.
(1) Reaching People Directly involves Outlets like
i. Interpersonal Communication.
ii. Intra-group and Inter-group Meetings
iii. Organization of Public Debates &Conducting street corner meetings
iv. Carrying Feed-back from beneficiaries, stake holders and moulders of public
opinion.
v. Organization of Exhibitions both static and mobile.
vi. Conduct of Road shows.
vii. Arrangement of Exposure Visits.
viii. Organization of Meets & Get- Together Camps.
ix. Organization of Orientation Camps/ TrainingCamps/ Refresher Meets
x. Organization of infotainment programmes like street plays, play shows, and
cultural evenings.
xi. Establishment and management of ICTKiosks
xii. Establishment and management of Citizen Facilitation Centres.
xiii. Organization of seminars, workshops and stakeholder meets.24
(2) Reaching People through Media involves outlets of outdoor and
intermediarymedia instruments of which the major ones are:
i. Print Media like Newspapers/weeklies, / periodicals
ii. Electronics Media like TV Channels
iii. Signature and opinion boards
24
Ibid
19
20
25
Edward Bernays, "The New Propagandists," in Propaganda, (New York: H. Liverlight, 1928), 38.
21
22
aware of the incentives for communicating. Governments often dont realize that
communication
is
part
of
their
job
and
is
fundamental
to
their
consensus,
raising
awareness,
changing
behaviour,
fostering
27
Steven Livingston, Rapporteurs Report onThe Communication Functions of Government: at the George
Washington Universitys Elliott School for International Affairs, February 19, 2009, 9 am to 4 pm.
28
Robin Brown, 2009: Rapporteurs Report on the Success and Failure in Building Government Communication
Capacity at the University of Leeds
23
24
32
Vada Manager, Integrated Issues Management, Strategic Communication Management 8, no. 6 (2004), p. 4.
25
CHAPTER THREE
METHODS AND PROCEDURE
their tribal area may be more influential than the official administrative
authorities, are considered the living representatives of the tribal ancestors.
The Office of the Governor of the NWR is found at Up-Station Bamenda or Mile 1.
And it stands at the gateway to the entrance to the Bamenda City. The Governor
is the head of the Region. He is appointed by decree of the President of the
Republic and is the custodian of the state authority in the region. So far, 13
Governors have ruled the North West Province and two (2) Governors have ruled
the North West Region with one (H.E Adolphe LELE LAFRIQUE TCHOFFO DEBEN)
still ruling the Region. All these can be better illustrated in the tables overleaf.
27
GOVERNORS WHO HAVE RULED THE NORTH WEST PROVINCE SINCE ITS CREATION
NO
NAME AND
SURNAME
GUILLAUME NSEKE
ENOW TANJONG
3
4
5
ABOUEM ATCHOYI
JOHN ANDELA
ALEXANDA
MOTANGA
WALSON NTUBA
DATE OF
ASSUMPTION OF
COMMAND
th
6 SEPTEMBER 1972
8
9
10
11
12
13
OBSERVATION
14th DECEMBER
1974
th
14 DECEMBER 1974 4th OCTOBER 1976
4th OCTOBER 1976
31st AUGUST 1983
9th MARCH 1984
24th SEPTEMBER
1985
7 MAGLOIRE NGUIAMBA 13th OCTOBER 1989
6
DEPARTURE DATE
2yrs, 3mths,
8days
1yr, 8mths,
20days
st
31 AUGUST 1983
6years, 9months
th
9 MARCH 1984
6years, 9months
th
24 SEPTEMBER
1yr, 6months,
1985
4days
th
13 OCTOBER 1989 4years, 19days
16th APRIL 1991
1year, 6mths,
3days
th
th
JOHN EBONG NGOLE 16 APRIL 1991
18 SEPTEMBER
1year, 5mths,
1992
2days
th
th
BELL LUC RENE
18 SEPTEMBER
19 OCTOBER 1996 4years, 1mth,
1992
1day
th
th
FAI YENGO FRANCIS
19 OCTOBER 1996
28 JULY 1998
1year, 9mths,
9days
ADRIEN KOUAMBO
28th JULY 1998
27th MARCH 2003
4years, 9months
th
th
KOUMPA ISSA
27 MARCH 2003
10 DECEMBER
4yrs, 8mths.
2007
14days
ABAKAR AHAMAT
10th DECEMBER 2007 5th FEBRUARY 2010 2yrs, 1mth,
26days
Table 1: Governors who have ruled the North West Province
28
29
Governor
Private
Secretary
GENERAL Inspectorate
Secretary GENERAL
CABINET
IRSAP
RDD
ESCAD
ALAD
DPOA
IRSTD
SDAT
COMMUNICATION
SERVICE
PROTOCOL
FALS
SACL
SECURITY
CE
1
CE
2
CE
1
CE
2
CE
3
CE
1
CE
2
CE
1
CE
2
In general, he carries out all the duties assigned to him by the central
authority.
- He ensures, under the authority of the competent ministers, for the general
supervision, coordination and control of the activities of de-concentrated
government services in the Region, excluding those under the Ministry of
Justice.
31
- Awards the first mark to the Secretary General, Inspectors General and Senior
Divisional Officer of Regional Services.
- Awards concluding marks to heads of divisions, research officers and assistant
SDO and to heads of de-concentrated technical government services.
- Grants advancement to employees of categories 1 to 6 and manage auxiliary
staff in de-concentrated government services.
- The Governor grants annual, maternity, paternity leave to personnel of the deconcentrated government services.
- Grants special and casual leave to personnel of the said service within the
limits.
- Transfers personnel not holding duty post from one division to another or
from one service to another.
- Placing on records cases of unauthorized absences by personnel.
32
- The Governor has wide disciplinary powers over all personnel of deconcentrated government services in the region
- Issues congratulatory and encouragement letters to deserving personnel of his
office.
- Issues warnings and reprimands to civil servants of his office.
- Manages financial resources of de-concentrated government services.
- Reports periodically the coordination action to the President of the Republic
- He appoints bureau heads in his office and other competent officers of deconcentrated government services in the Region.
- He is always informed of all matters of special importance by the heads of deconcentrated government services, as well as officers of public and Para public
establishments and bodies located in the region.
- The Governor recourses the use of the police force, the gendarmerie and the
army in compliance with the laws and regulations which stipulates the
conditions of use of those forces
- In case of threats to the internal or external security of the state or a breach of
law and order, the Governor takes all necessary steps towards establishing all
crimes and offences committed and bringing offenders before the courts.
- He supervise and control the management of credits allocated to the services
of his office, to administrative authorities as well as to de-concentrated
services of the state in the region.
For the Governor to effectively carry out his activities, he has some services under his
authority to enable him discharge his duties.
These services comprise of:
- A Private Secretariat;
33
- A Cabinet;
- A Regional Services Inspectorate;
- A General Secretariat of the Governors Office.
The Private Secretariat
Under the authority of the Private Secretary appointed by decision of the
Governor, the Private Secretariat:
- Records, processes, files, disseminate and follow up confidential mails.
- Treats the Governors private matters.
- Does the maintenance and functioning of the communication facilities.
The Cabinet
Under the authority of a Head of Cabinet, the Cabinet of the Governor is in
charge of the following:
- in charge of special matters
-
37
39
The time allocation for the study was too short to take two places for the research or
add an area that was new to me. So among the choices I had, the NW Governors
Office was the best.
Secondary sources
Review of documents: In this work, documentsand booksreviewed were acquired
from the archives at the Governors Office, NPB library and electronic books.
Internet: Information on this topic or study area was also downloaded from the
websites of institutions, individuals and blogs. The information was gotten using
search engines such as Google, Wikipedia, Yahoo, Wikihow, etc.
41
42
43
CHAPTER FOUR
PRESENTATION OF ANALYSIS
Respondents
Percentage
Male
12
48%
Female
13
52%
Total
25
100%
Respondents
Percentage
Cameroonian
22
88%
Others
03
12%
Total
25
100%
Respondents
Percentage
Student
06
24%
Civil servants
11
44%
Business person
06
24%
Others
02
08%
Total
25
Table 5: Occupation of respondents
100%
45
Question 4: Do you know where the Governors Office is situated in the NWRCameroon?
Answer
Respondents
Percentage
Yes
25
100%
No
00
00%
Total
25
100%
Respondents
Percentage
10
40%
12
48%
City Council
01
04%
No idea
02
08%
Total
25
100%
Respondents
Percentage
Discouraging
05
21%
Satisfactory
11
47%
Pathetic
07
30%
Total
23
98%
46
Question 7: Do you derive satisfaction when you seek a service from the
Governors Office?
Answer
Respondents
Percentage
Yes
21
84%
No
04
16%
Total
25
100%
Respondents
Percentage
80-100%
04
16%
50-80%
13
52%
30-50%
06
24%
10-30%
02
08%
Total
25
100%
Respondents
Percentage
Tedious
03
12%
Smooth
06
24%
Frustrating
02
08%
Time consuming
10
40%
Encouraging
04
16%
Total
25
100%
Table 11: How easy are services obtained at the Governors Office.
47
Respondents
Percentage
Yes
19
76%
No
06
24%
Total
25
100%
Table 12: Examining the how services are offered in relation to politics
Question 10: What is your relationship with the NW Governor or/and his cabinet?
Answer
Respondents
Percentage
Cordial
10
40%
Corporate
05
20%
No relationship
08
32%
Casual
02
08%
Total
25
100%
Respondents
Percentage
Friendly
08
32%
08
32%
03
12%
06
24%
25
100%
Strict
Too administrative
Total
48
Question 12: Do you visit the website of the NWR which is operated by the
Communication Service at the NW Governors Office?
Answer
Respondents
Percentage
Yes
06
24%
No
19
76%
Total
25
100%
Respondents
Percentage
Enriching
01
04%
04
16%
03
12%
17
68%
25
100%
Needs updates
Classical
No idea
Total
Table 4: Most respondents in the NWR are Cameroonians (95%) while few are
foreigners (2%). This shows that a little mistake done as regarding good governance
can have great impact at the international levels because they come to the
Governors Office mostly for authentification and certification of documents relating
to their identification.
Table seven: In this table, other public services are involved like the Police Station,
City Council and the Governors Office. These are places (not all) where people go to
give their complaints. Not everybodys aim to the public administration is for
complaints, so regarding this; others do not still know where to lay their complaints
before the government. According to data collected, 40% of respondents go to the
Governors Office, 48% go to the Police Station, 4% go to the City Council and 8% of
them have no idea as towhere to channel theircomplaints. This shows that though
the Governors Office receives complaints from people in the Region, the Police
Station remains the most visited in terms of problems. Perhaps it is due to the
popularity and proximity of Police stations as compared to the Governors Office.
50
Table nine: This shows that 84% of respondents do derive some satisfaction from the
Governors Office, while 16% do not. In order to measure or quantify the level of
their satisfaction, Question 7.i. was posed to respondents.
Table ten: This shows how satisfied the public is on the services rendered by the
Governors Office. Just 16% of respondents obtain full or real satisfaction from
services at the Governors Office, 52% of them have mediocre satisfaction and the
rest 32% of respondents go with a negative impression of Governors Office, since
their satisfaction level fall in the range 10% - 50%, which is low. With this percentage,
the credibility/reputation of the Governors Office is threatened.
Chart 1
80-100%
50-80%
8%
30-50%
10-30%
16%
24%
52%
Table 11: The Governors Office has a slogan that Here services are free, but for
small charges that can be involved for stamps (as seen in Appendix 1). Benefiting
from these services (including the follow-up of documents) can involve a process that
is unpleasant to beneficiaries. As shown on table 11, the process of benefiting from
these services at the Governors Office is time consuming, with the highest
percentage (40%). The fact that 24% is given to the option Smooth on the table also
shows that many people are contented with the procedure taken to finalise
documents at the Governors Office. Other options are Tedious with 12%,
Frustrating with 8% and Encouraging with 16%. All these demonstrate that having
these free services is not as easy as it might seem to be.
Table 12: Here, 76% of respondents affirm that information is politicised at the
Governors Office, while the other 24% think otherwise.Respondents by this think
the Governor, his cabinet and collaborators favour those people who share either
the same political, religious or social background with them. This impliesthat services
at the Governors Office are offered sometimes based on what you are or who
you are in the society. This makes ordinary citizens suffer or go through a lot of
stress to have what they want.
This might just be an impression, not reality, since dignitaries can be served before
other people just because they had an appointment or have pressing issues that
need to be taken care of for the sake of the smooth running of the government
activities. This table shows that even the type of information served to people have
elements of politics in it: in delivering speeches other members of the government
are praised, giving the impression that no member of the government makes
mistakes. It also proves that some important information is only disseminated among
52
departments at the Office and other external personnel who are close collaborators.
When simple citizens seek for this information, they are denied access. Since
respondents feel information handed to them is different from other persons, the
researcher sought to know, in the next question the relation that respondents have
with the Governor and his collaborators.
Table 13: 40% of respondents have a cordial relationship with the Governor and his
collaborators. 32% of respondents have no relationship with them: others occupy
20%, having a corporate relationship and 8% of respondents have a casual
relationship with the Governors Office. According to the previous question, 40% of
respondents have either casual or no relationship with the Governors Office. This
probably is the group who feel discriminated upon.
Table 14: Respondents who come to the Governors Office come for different
motives; for business, intellectual, administrative, cultural or religious reasons or to
invite the Governor for ceremonies. They all have experiences on the manner of
approach that was used on them. 32% of them find the manner of approach friendly,
32% respondents find the approach simple but efficient, 24% see the approach to be
too administrative and 12% of respondents find the approach strict. At least, there is
no negative approach recorded by respondents. But it is good public relations that
64% of respondents think the manner of approach of the Governor and his cabinet is
friendly and simple, yet efficient. But a great percentage is left out. This shows that
the Governors Office need to improve on the manner of approach with the public.
Table 15: Very few people do visit the website of the NWR, which is operated by the
SERCOM; 24% do, while 78% of respondents do not. These shows how uninformed
53
they are, as they do not make use of the information offered to them electronically,
for free. Reaching the public electronically is another PR strategy which is
implemented by the SERCOM of the Governors Office. This is for those who do not
reach Radio/TV announcements, communiqus and press releases either on air or
print.
Table 16: As many respondents do not visit the website, 68% of them basically have
no idea of the information therein. 4% of those who visit the website find it
enriching, 16% think the website needs a lot of updates and 12% see it to be
classical.
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CHAPTER FIVE
SUMMARY OF FINDINGS, RECOMMENDATIONS AND CONCLUSION
5.2 Recommendations
5.2.1 For the SERCOM at the Governors Office
The SERCOM should claim their position and functions at the Governors
Office. This is because other services there sometimes by-pass protocol and
carry out some functions designated for the SERCOM without consent.
SERCOM should make hard publications (newsletters) of activities carried out
by the Governor and his cabinet or collaborators, to create awareness for the
public.
Also, SERCOM should update the website of the Governors Office and render
it more sophisticated with detailed information, yet make it appealing to the
eye.
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5.3 Conclusion
This study has showed prove of the fact that the practice of PR is an indispensable
tool which can be used to promote Good Governance in the NW Governors Office.
And in striving to promote Good Governance, they should totally put their interests
in the full satisfaction of the public they serve. The study has also looked at those
things that can improve the relationship between a government and its public, not
forgetting those things that public administration can do to satisfy the public. That is
56
the reality in this research entitled The Role of the practice of Public Relations in
promoting Good Governance in Public Administration. Case study, Office of the
Governor of the NWR
57
REFERENCES
Books/ Articles/ Journals/ Research Projects
Aamir Khan (2012) Role of Public Relations in Government Sector in India
Archives of the General Secretariat at the NW Governors Office
Appleby, Paul 1947. "Toward Better Public Administration," Public Administration
Review Vol. 7, No. 2 pp. 93-99
Bart W. des (2000) The Role of Public Administration in Providing InformationInformation Offices & Citizens Information Services presentation booklet at the
EIPA Seminar on An Efficient, Transparent Government and the Rights of Citizens
to Information 29-30 May 2000 in Maastricht, The Netherlands
Chiara Valentini (2013). Public Relations in the Public Sector. A study on The Role
of Strategic Communication in the Italian Public Administration
Cutlip, S. (1994), Effective Public Relations, Prentice-Hall
Cutlip, Scott (1994), The Unseen Power: Public Relations: A History, Lawrence
Erlbaum Associates, ISBN 0-8058-1464-7
Dagenais, B. (1999), Le mtier de relationniste, Sainte-Foy, Les Presses de
lUniversit Laval
Daruwala, M. and Nayak, V. (eds), 2007, 'Our Rights, Our Information:
Empowering People to Demand Rights through Knowledge', Commonwealth
Human Rights Initiative, New Delhi: Topic Guide on Communication and
Governance, GSDRC / CommGAP
Dorian Pocovnicu (2014) public relations in public administration: role and
management, in a socio-political marketing context
Du Plooy, G.M. (2002). Communication Research, Techniques, Methods, and
Applications. Lansdowne: Juta & Co. Ltd
Edward Bernays, "Organizing Chaos," in Propaganda, (New York: H. Liverlight,
1928), 10
58
59
United Nations Economic and Social Commission for Asia and the Pacifics article
on What is Good Governance?
Vada Manager, Integrated Issues Management, Strategic Communication
Management 8, no. 6 (2004), p. 4
Wilcox, D. L., Cameron, G. T., Ault, P. H., Agee, W. K. (2005). Public relations:
Strategies and tactics. Boston, MA: Pearsons Education, Inc
Institutions
CommGAP (2009), The Contribution of Government Communication Capacity to
Achieving Good Governance Outcomes. Publisher: World Bank
Communication and Sustainable Development: Terms of Reference for the
Working Groups, 2004
PRSA's Old Definition of Public Relations, a professional trade association
The Public Relations Institute of New Zealand (PRINZ) and leading public relations
consultancies
UNDP Podgorica, (October, 2011) Promoting good governance through
strengthening capacities of the Government of Montenegro for strategic
communications and international public relations
World Assembly of Public Relations Associations (1978)
Online Sources
blogs.worldbank.org/publicsphere
http://siteresources.worldbank.org/EXTGOVACC/Resources/GWCommGAProundt
ablerapporteursreport.pdf
http://www.gsdrc.org/go/display&type=Document&id=3078
Wikipedia, the free encyclopaedia (2016), Main article: Public Administration
journal
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Wikipedia, the free encyclopaedia (2016) Main article: History of public relations
www.mhhe.com/lattimore4e
www.unescap.org/pdd
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APPENDICES
Appendix 1: Signboard at the Governors Office
63
REPUBLIC OF CAMEROON
PEACE WORK FATHERLAND
MINISTRY OF HIGHER EDUCATION
Dear Sir/Madam,
I am NAAH KENNETH TOH, degree student in the School of Journalism and Media,
National Polytechnic University Bamenda, affiliated to the University ofBuea (UB). I am
carrying out a research on, The Role of Public Relations Practice in Promoting Good
Governance in Public Administration." Case Study, the North West Governors Office.
In order to back up my research project, please answer the following questions. Mark an X
on your answer. This work is purely for academic purposes and your responses will be
treated with outmost confidentiality.
1) What is your gender?
Male
Female
A. Cameroonian B. Others
A. Student B. Civil Servant C. Business Person D. Others
4) Do you know where the Governors Office is situated in the North West Region- Cameroon?
YES
NO
D.No idea
YES
D. 10-30%
NO
E. Encouraging
9) Is information politicized at the Governors Office?
YES
NO
10) What is your relationship with the North West Governor or/and his cabinet?
A. Cordial
B. Corporate
C. No relationship
D. Casual
11) What manner of approach does the Governor and his cabinet takes to tackle issues?
A. Friendly
B. Simply but efficient
C. Strict
D. Too administrative
12) Do you visit the website of the North West Region which is operated by the Communication
Service at the NW Governors Office?
YES
NO
65