Losing routine processing procedures makes frontline workers anxious and theatre control

Evidence

At times street-level bureaucrats for some reason cannot call on routine processing procedures. This results in great consternation or exaggerated efforts to appear to be in control. — Michael Lipsky, Street-Level Bureaucracy, 911

Categorization

• XREF: Links to the reader’s inquiry about how rules routinize behavior: the routinization becomes visible when it is interrupted. — connects to: Frontline workers punish procedural slights rather than service-relevant failures — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 907; Workers resist procedural change because it threatens coping routines, not novelty — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 843

Broader Connections

• Workers resist procedural change because it threatens coping routines, not novelty #corroborates (0.85) — Michael Lipsky, Street-Level Bureaucracy, 843