Cover -- Title Page -- Copyright -- Dedication -- Contents -- 1 The Power of Employee Engagement and What This Book Is About -- 2 So What Is Employee Engagement, Exactly? -- 3 Why Engagement Matters: The Business Case for Improving Engagement -- 4 The Special Case of Public Service and How This Affects Engagement and Efforts to Improve It -- 5 How Managers Can Respond to the Differences Between the Public and Private Sectors and Improve Engagement -- 6 Measuring Employee Engagement -- 7 A Process Model for Measuring and Improving Employee Engagement -- 8 Steps 1 and 2: Planning and Conducting the Employee-Engagement Survey -- 9 Step 3: Reporting and Analyzing Survey Results: So What Do All These Numbers Mean? -- 10 Step 4: Taking Action to Improve Employee Engagement -- 11 Step 5: Sustaining Higher Levels of Engagement -- 12 What Public-Sector Organizations Have Actually Done to Improve Engagement -- 13 The Role of Human Resources -- 14 Getting Started on the Journey to Improved Employee Engagement -- Appendix 1 Action Plan Evaluation Worksheet -- Appendix 2 Sample Communication Plan -- Notes -- Index.