Citizens’ Communication Styles in Written Public Encounters

Abstract Current studies of citizens’ coping behaviors in public encounters lack a direct examination of what citizens say and how they say it. Moreover, despite the ubiquity of citizens’ written communications with the state, such interactions are seldom studied. This article contributes a relational approach to studies of citizens’ coping behaviors by developing a taxonomy and detailed operationalization of citizens’ communication styles in written public encounters. This taxonomy is based on an abductive content analysis of over 1,000 citizen web contacts to an Israeli welfare agency, mostly during coronavirus disease 2019. We show that citizens’ written communications differ in their inclination to espouse demanding, pleading, civil, or neutral styles. Additionally, we tentatively show that citizens’ subjective experiences of administrative burdens and trust in government are correlated with the variation in their communication styles. The taxonomy, its operationalization, and preliminary findings open up new avenues for studying citizens’ coping behaviors in written encounters.