The encounter with bureaucracy takes place in a mode of explicit abstraction. … This fact gives rise to a contradiction. The individual expects to be… - Peter L. Berger

" "

The encounter with bureaucracy takes place in a mode of explicit abstraction. … This fact gives rise to a contradiction. The individual expects to be treated “justly.” As we have seen, there is considerable moral investment in this expectation. The expected “just” treatment, however, is possible only if the bureaucracy operates abstractly, and that means it will treat the individual “as a number.” Thus the very “justice” of this treatment entails a depersonalization of each individual case. At least potentially, this constitutes a threat to the individual’s self-esteem and, in the extreme case, to his subjective identity. The degree to which this threat is actually felt will depend on extrinsic factors, such as the influence of culture critics who decry the “alienating” effects of bureaucratic organization. One may safely generalize here that the threat will be felt in direct proportion to the development of individualistic and personalistic values in the consciousness of the individual. Where such values are highly developed, it is likely that the intrinsic abstraction of bureaucracy will be felt as an acute irritation at best or an intolerable oppression at worst. In such cases the “duties” of the bureaucrat collide directly with the “rights” of the client—not, of course, those “rights” that are bureaucratically defined and find their correlates in the “duties” of the bureaucrat, but rather those “rights” that derive from extrabureaucratic values of personal autonomy, dignity and worth. The individual whose allegiance is given to such values is almost certainly going to resent being treated “as a number.”