The idea that government should be run like a business has recently gained notoriety. Indeed, some public services may benefit from adopting elements of a commercial business model. But we are not merely customers of our government we are also subjects, citizens, and clients, and we need a broad range of models for managing government.

The next time you are planning a major change effort, forget the huge meeting, the speeches relayed by satellite, the videos and special publications. T.J. and Sandar Lark in argue that "Reaching and Changing Front line Employees" requires giving up the image of the charismatic executive rous-ing the troops.