Not the usual encounter

Added: Marcy Lykins - Date: 13.11.2021 09:17 - Views: 11507 - Clicks: 4352

People who used the phone to contact government were confronted by the usual litany of voice mailboxes and automated touch systems. In looking at problems that arise when calling government offices, most users who contacted a government via the phone encountered some sort of problem.

These problems generally have to do with spending a lot of time on the phone.

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Somewhat more than one-third of telephone callers did not have time to stay on the phone or make repeated calls, and a similar share said this about difficulties in finding the right person, spending too much time on hold, or being transferred too often. The average of problems encountered out of the seven listed was 3. Once at the Web site they needed to use, the experience went fairly smoothly for users. As the table shows, many people who used the Web to contact government did not have problems.

Bad links and problems downloading forms or instructions were problems for only about 1 in 7. ers seemed to have an easier time hitting the right target in their query of government, and the Internet Not the usual encounter have improved the aim of some users. Further analysis of those who experience problems when they contact the government using the Web Not the usual encounter the telephone indicates that disabilities and, to a lesser extent, possible language barriers are behind some of the problems people have in interactions with government, along with general attitudes about government.

These factors come into play more clearly when analyzing problems encountered when the telephone is the means of contact than when the means of contact is the Web. There are some small differences in the profiles of those who experienced problems during their telephonic contact with government compared with those who did not. Those who did not experience problems are somewhat more likely to have high-speed connections at home and are slightly better educated.

The ificant differences emerge with people who have disabilities and when focusing on the general attitudes about government. Just because a language other than English is spoken in the home does not mean that all respondents from such households have problems with the English language. However, households in which another language is spoken is an indicator that, for some of these homes, language barriers may come into play in interactions with government. In addition, it is important to note that our survey was conducted. It was conducted in English, meaning respondents obviously had facility in the English language.

Those who believe that government tends to be wasteful also are more likely to have more problems with government when the telephone is the means of contact. Two-thirds of these people had a problem when they last contacted the government by telephone. Finally, government employees seem to have an edge in using the phone to contact government; just under half about 10 percentage points lower than the average reported a problem when they last contacted the government by telephone.

People with disabilities were no more likely to report problems than others in their Web contacts with government, but they are about half as likely as the general population to use the Web to contact government.

Focusing on respondents whose last contact was via the Web shows similar, though less pronounced patterns. Although people with disabilities were no more likely to report problems than others in their Web contacts with government, these people are about half as likely as the general population to use the Web to contact government. Attitudinal factors also figure into the frequency with which people encounter problems in using the Web to deal with government.

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A final issue in the problems people encounter has to do with the time it takes to address the problem. For those who encountered at least one problem in their contact with government via the Web or phone, extra expenditure of time comes into play. In times of uncertainty, good decisions demand good data. Please support our research with a financial contribution. About Pew Research Center Pew Research Center is a nonpartisan fact tank that informs the public about the issues, attitudes and trends shaping the world.

It conducts public opinion polling, demographic research, media content analysis and other empirical social science research. Pew Research Center does not take policy positions. It is a subsidiary of The Pew Charitable Trusts.

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Newsletters Donate My. Research Topics. Sources of problems Further analysis of those who experience problems when they contact the government using the Web or the telephone indicates that disabilities and, to a lesser extent, possible language barriers are behind some of the problems people have in interactions with government, along with general attitudes about government. Next: Part 4.

Facts are more important than ever In times of uncertainty, good decisions demand good data. Defining generations: Where Millennials end and Generation Z begins. Faith on the Hill: The religious composition of the th Congress. Follow Us.

Not the usual encounter

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