Voices, Responses, and Responsiveness

Abstract

Public encounters are fundamentally interpersonal interactions, yet the emotional elements during these interactions are often overlooked. As representatives of the government, civil servants are expected to respond promptly and professionally to the voices of citizens. Occasionally, if not often, they are also expected to understand and endure violations of mutual respect that they experience unwillingly during the process. This study particularly focuses on the linguistic qualities of voices and responses during interactions between civil servants and citizens. The linguistic features of both the voices of citizens and the responses from civil servants influence their mutual interactions. The findings suggest that discourteous voices from citizens may hinder prompt and warm responses, which in turn may have a negative impact on citizen satisfaction, leading to a self-perpetuating cycle of negative emotions. While the individual interests of civil servants might not always align with those of the citizens or the broader public, they generally uphold the priorities of the current elected officials and follow established rules and procedures. This study also navigates the multifaceted nature of responsiveness imposed on civil servants at the frontlines of the government. The findings demonstrate the complexities of responsiveness, encompassing considerations of whom to respond to, as well as the timeliness and quality of responses, and the actual satisfaction of individual citizens. Despite the common practice of prioritizing the promptness of responses and downplaying emotions in favor of rationality, recognizing and addressing emotional exchanges can humanize public services and potentially improve citizen satisfaction. Public encounters are more than just information exchanges; they also encompass emotional exchanges that have significant implications for both civil servants and citizens. The power of these encounters lies not only in addressing citizen concerns but also in fostering a shared understanding and emotional connection between the government and its citizens.