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Communicative Barriers in Practices of Providing Public Services to Citizens
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Communicative Barriers in Practices of Providing Public Services to Citizens
Annotation
PII
S013216250003749-6-
DOI
10.31857/S013216250003749-6
Publication type
Article
Status
Published
Authors
Valeria V. Vasilkova 
Affiliation: Saint-Petersburg State University
Address: Russian Federation, Saint-Petersburg
Vera N. Minina
Affiliation: Saint-Petersburg State University
Address: Russian Federation, Saint-Petersburg
Edition
Issue 1
Pages
75-84
Abstract

The article discusses communicative barriers that arise in practices of public services providing. The ressearch conducted by the authors is based on socio-communicative approach which allowed identifying institutional and non-institutional barriers between suppliers (officials) and recipients (citizens) of public services. Institutional barriers deal with difficulties in understanding normative documents as well as with ineffective organization of public services. Non-institutional barriers relate to psycho-emotional features of interpersonal communication between officials and citizens. The authors found that there were differences in some aspects of problematic communication depending on age, gender, income level and education of respondents. Also based on the results of survey they defined the measures to overcome the barriers to optimize public services providing. These measures include online communication development and additional communication training of officials.

Keywords
public service, socio-communication approach, communication barriers, lingvosemantic barriers, organizational barriers, psycho-emotional barriers, practices of public service providing
Received
15.03.2019
Date of publication
15.03.2019
Number of purchasers
89
Views
689
Readers community rating
0.0 (0 votes)
Previous versions
S013216250003749-6-1 Дата внесения правок в статью - 20.01.2019
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