Information Systems and Information Habits (Observation Study and Clients Survey)

With part of the respondents details of the contact with government offices were recorded by observers of the institute: characterization of course of conversation and the style of questions of the official in charge, divided into the phase of the preliminary conversation and the phase of the recording of the application; detailed characterization of client; judgement on the condition of records brought along; container for the records on arrival at the government office; areas of life picked out as central theme by the official in charge and client in the course of conversation; preliminary justifications, preliminary explanations, further questions and demands of the official in charge; ´speaking in documents´ by official in charge and client; negotiations between client and civil servant; picking our principle discussions as central theme; reference to other government offices by the official in charge or client; language style and dialect of client; expression difficulties and exceptional reactions of client; result of recording; general image of client (semantic differential).

Demography: memberships; age (classified); sex; marital status; school education; occupation; employment; household income; size of household; composition of household.