ABSTRACT
In the previous chapters we gained some insight into how information exchange is regulated in bureaucratic encounters and how clients and bureaucrats occupy certain roles and responsibilities, although in practice these role relationships are in a state of constant flux. We looked at cases from various settings, some less straightforwardly bureaucratic, to show how certain modes of relating become recognisable as bureaucratic (discursive) practice. In order to come to grips with the notion of fluctuating role relationships, we shall in this chapter focus on instances where institutions are under threat - as their practices and procedures are being challenged by clients. Our main objective is to provide a broader explanation for the occurrence of different client types, their practices and perceptions, and the specific ways in which they do or do not cooperate with the institution.
