Welfare Waiting Rooms

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Abstract
Waiting rooms of welfare bureaucracies are considered as physical enclosures that embrace the citizen with behavioral cues when seeking human services. Twenty-eight rooms across the country were directly observed and inductively grouped into five metaphoric categories: "Dog Kennel," "Pool Hall," "Business Office," "Bank Lobby," and "Circus Tent." In addition, waiting times as perceived by 240 clients using 12 of the rooms were noted. It is concluded that welfare waiting rooms differ far more than the literature suggests, with some degrading and others quite the opposite.

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