Communicative Barriers in Practices of Providing Public Services to Citizens

Communicative Barriers in Practices of Providing Public Services to Citizens

Vasilkova V.V.

Dr. Sci. (Philos.), Prof., Chair of Sociology of Culture and Communication, St. Petersburg State University, Saint Petersburg, Russia

Minina V.N.

Dr. Sci. (Sociol.), Prof., Chair of Sociology of Culture and Communication at the Faculty. Saint Petersburg State University, Saint Petersburg, Russia

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Vasilkova V.V., Minina V.N. Communicative Barriers in Practices of Providing Public Services to Citizens. Sotsiologicheskie issledovaniya [Sociological Studies]. 2019. No 1. P. 75-84


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.

public service; socio-communication approach; communication barriers; lingvosemantic barriers; organizational barriers; psycho-emotional barriers; practices of public service providing


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