Коммуникативные барьеры в практиках оказания гражданам государственных услуг

Социологические исследования. 2019. № 1. С. 75–84.

В.Н. Минина, Василькова В. В.

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: государственная услуга, организационные барьеры, communication barriers, public service, socio-communication approach, lingvosemantic barriers, organizational barriers, psycho-emotional barriers, practices of public service providing, социокоммуникативный подход, барьеры в коммуникации, лингвосемантические барьеры, практики оказания государственных услуг, психоэмоциональные барьеры