Foundations of the reputation crisis
The public reputation crisis
A brief history of public reputation
"Good enough for government work"
How a reputation crisis unfolds
Why reputations in crisis are hard to change
Why personal experience isn't always enough
The role of reputation in a polarized policy domain
The consequences of a crisis
The public reputation as a self-fulfilling prophecy
When citizens opt in, attitudes can change
Rebuilding reputation
Responding to a public crisis: lessons from industry
Putting lessons into practice
Privatization and the public good
The political costs of privatization
Good government and good governing
Beyond the reputation crisis
Notes.