“It’s like an exam”: An exploratory study of target group strategies

Resumé

Studies of public administration have shown that the characteristics and behaviors of citizens with whom street-level bureaucrats interact affect their decision-making. However, our knowledge about citizens’ behaviors is limited. Based on qualitative interviews, this article explores how citizens prepare strategies before interacting with public authorities. The analysis shows that citizens use four different preparatory strategies: They seek advice and guidance, they prepare content and documentation, they plan their attitude, and they prepare mentally. However, the analysis also shows that the citizens’ preparatory strategies vary in scope and content, as reflected in four client types: the fighter, the self-propelled, the advise-seeking and the immediate client.