She is widely published in the areas of public management, human resources and gender, and the emotive aspects of work. She is the recipient of several awards, including the Editors’ Choice Award, Public Administration Review. Her book entitled, Emotional Labor: Putting the Service in Public Service (Mary Guy and Sharon Mastracci, co-authors) is the recipient of three Best Book awards. Newman is an Associate Editor of Review of Public Personnel Administration; past Chair of the Commission on Peer Review and Accreditation, National Association of Schools of Public Affairs and Administration; President of the American Society for Public Administration; and a Fellow of the prestigious National Academy of Public Administration.

Presentation Overview

Service Delivery in Times of Crisis: Questions of Accountability
This presentation addresses one of the less visible administrative challenges that becomes exacerbated in times of crisis, and the emotive skills that are essential to collaborative governance. My focus is on service delivery, specifically first-responders and emergency services personnel, public servants on the front-lines, often on the worst day of a citizen’s life. The challenge is one of accountability. Three questions are addressed: 1) Accountability to whom? 2) How do workers reconcile conflicting accountabilities? and 3) How is accountability measured?