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metadata language: German English

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

Resource Type
Dataset : Survey and aggregate data
  • Bick, Wolfgang (Institut für angewandte Sozialforschung, Universität zu Köln)
  • Müller, Paul J. (Institut für angewandte Sozialforschung, Universität zu Köln)
Publication Date
  • Institut fuer angewandte Sozialforschung, Universitaet zu Koeln (Data Collector)
  • ZA:
    • Political Institutions
  • CESSDA Topic Classification:
    • Government, political systems and organisation
  • Abstract

    The two-part data set contains 1. The judgement on contact with government offices and their forms from the view of the citizens and 2. Observations about contacts between client and employees in government offices. Topics: 1. Through written client survey it was determined: adviser in filling out applications for government offices; judgement on difficulties and clarity of the form; ununderstandable question formulations; extensive judgement on the conduct and readiness for action of the official in charge; earlier contact with government offices in the same matter; judgement on the presence of others during a conversation in a government office; general attitude to government offices (scale); professional contact with files and strange people; reading habits and following news broadcasts; memberships; information on the participants in filling out this questionnaire. 2. 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.
Temporal Coverage
  • 1978-01 / 1978-03
Geographic Coverage
  • Cologne (DE-NW-CGN)
Sampled Universe
Administration clients with German Citizenship
Sampling Procedure Comment: The sample of government office clients of German nationality is divided in three: 1. Card file selection of clients who in 1977 had filed a new application for welfare, housing benefit, earnings-related unemployment benefit or unemployment benefit or medical rehabilitation (with the AOK); 2. Cluster sample of persons who were observed during contact with authorities; 3. Random sample of so-called new clients by the government office personal.
Collection Mode
  • Written survey and Beobachtung
Data and File Information
  • Unit Type: Individual
    Number of Units: 1780
The current data set contains three different data groups: 1. respondents who also were observed concurrent with contact with authorities; 2. persons who were only observed and did not carry out the desired return of the questionnaire 3. persons who were not observed during contact with authorities but received a questionnaire from the civil servant and filled it out. The observation was conducted at 8 different government offices and besides the government tasks described in the selection criteria involved also the government tasks student aid and housing entitlement. In connection with this investigation the surveys for ZA Study Nos. 1034 and 1035 were also conducted.
B - Data and documents are released for academic research and teaching, if the results won’t be published. If any publications or any further work on the results is planned, permission must be obtained by the Data Archive.
All metadata from GESIS DBK are available free of restriction under the Creative Commons CC0 1.0 Universal Public Domain Dedication. However, GESIS requests that you actively acknowledge and give attribution to all metadata sources, such as the data providers and any data aggregators, including GESIS. For further information see
Alternative Identifiers
  • ZA0965 (Type: ZA-No.)
  • Bick, Wolfgang; Müller, Paul J.: Informationssysteme und Informationsverhalten: Soziologische Grundlagenforschung für eine Informationspolitik. Eggenstein-Leopoldshafen: Fachinformationszentrum Energie, Physik, Mathematik 1979.
  • Bauer, Henning: Die Übersetzung des Alltags in Verwaltungskategorien: Beobachtungen in lokalen Leistungsverwaltungen. Köln, Universität, Wirtschafts- und Sozialwissenschaftliche Fakultät, Dipl. Arb. 1979.
  • Gieseke, Otto: Differenz zwischen erwarteter und tatsächlicher Fallbehandlung in lokalen Leistungsverwaltungen: Eine vergleichende Untersuchung. Köln, Universität, Wirtschafts- und Sozialwissenschaftliche Fakultät, Dipl. Arb. 1979.

Update Metadata: 2020-10-20 | Issue Number: 86 | Registration Date: 2010-07-22

Bick, Wolfgang; Müller, Paul J. (1978): Informationssysteme und Informationsverhalten (Beobachtungsstudie und Klientenbefragung). Version: 1.0.0. GESIS Datenarchiv. Dataset.