This study is an analysis of lyrics from popular American music albums since the 1990s to understand public discourse about and experience with public administration. Albums included in the study came from two prominent sources: Billboard and Pitchfork decade-end lists. The study is framed by critical, postmodern, and responsiveness theories, methodologically grounded in critical discourse analysis, and technically approached using standard qualitative methods, including especially qualitative content analysis and iterative, inductive coding techniques. Findings from the qualitative study demonstrate public discourse on the themes of institutional and systemic racism and violence within and perpetuated by public administration and public institutions. Implications for critical self-reflection and responsiveness from the field on these themes are included, and a theory of administrative listening to exogenous discourse is developed. By using exogenous-discourse analysis, including especially that found in popular music, public administration can listen and respond to discourse that originates outside the institutions and systems it controls, broadening its understanding of public sentiment, contributing to a more democratic administration, and building public trust in public institutions.

Citizen complaints about inappropriate use of force indicate negative police-public relations, unresponsive police services, and the unresponsiveness of police management to citizens' concerns. However, the effective delivery of key policing services depends on the performance of individual police officers. Surveillance technology can monitor and control the behavior of officers, ensuring that police officers provide high quality policing services that meet the needs of citizens. Examples of surveillance technology such as in-car cameras and CCTV can be used as an administrative tool to respond to citizen complaints by police chief executives. This research examines the effect of surveillance technology on the behavior of municipal police departments that is operationalized as the number of citizen complaints that were filed against municipal police departments. This research also examines the impact of surveillance technology on dismissed and sustained complaints by using 511 large municipal police departments in the U.S. from Law Enforcement Management and Administrative Statistics (LEMAS) 2003 dataset. Three different models are developed to evaluate the impact of in-car cameras and CCTV on the citizen complaints and their dispositions. Two ordinary least square regression (OLS) models and a Heckman selection model are used to analyze the data. The Heckman selection model is utilized to correct for selection bias in truncated data for sustained complaints after log transformation. The results suggest that the use of surveillance technology by the police is necessary, but insufficient, in reducing the number of complaints. The finding suggests that videotaped evidence, recorded by surveillance technology, increased the number of convictions of accused officers in municipal police departments. The analysis also suggests that municipal police departments that used CCTV only in 2003 received a higher number of citizen complaints, in comparison to municipal police departments without CCTV, both in 2000 and 2003. No evidence was found to indicate that surveillance technology has a positive impact on the percentage of dismissed complaints.