Getting Information in France: A Scavenger Hunt

I'm now in the always dreary and often stressful process of renewing my residence card here in France. I have to renew it every year, as this is one of the policies for non-European residents.

A familiar scene happened the other day when I began to search for some answers to questions about my particular case, which requires changing the status of my residence card.

My first technique was to call directly the administrative office where I would submit my application (called the préfecture). I got no answer, even after calling four different numbers, several times.

The line answering machine, however, suggested a general number, which I called promptly. 

First thing after calling, it was announced that I would pay 15 cents/minute for the call, and that my waiting time was under 2 minutes. When I finally got to talk to a person, I realized that this is a general number for all of France, and not specific to my region (where procedures can be a little different). So essentially, the person couldn't help me, transferred me by phone back to the préfecture, where the call menu would not work when I tried to select my extension.

At this point, a mix of anxiety and frustration started going strong. 

I realized I would have to actually go to the préfecture in the afternoon during the allotted information time, and wait in line to hopefully get some answers.

When I got there, I was first directed to a line where I had to wait, and then was given a number and sent to a different service. It was here that I finally got to talk to someone who was knowledgeable about resident permits. Turns out, I don't need any special papers and my application will be like it usually is. It didn't actually take that long to wait and get these answers, but it was a pretty complicated process.

I should know by now, after four years, that it would be have been better to just go to the préfecture in the beginning, rather than waste my time trying to call. But I still sometimes hold out the hope that calling or looking on a website will be sufficient to find the information I need.

You see, getting information in France is just downright difficult. This can be especially true for important things like household bills, employment documents, or other administration.

To specify what I mean by difficult: information is often not always readily available or accurate on websites, customer service phone numbers are often paying numbers, etc. 

On top of that, you also need to factor in restricted hours for getting access to information. If you do choose to call one of these paying phone numbers, they will most likely only be in service from 8 am to 8 pm at the latest, and not on weekends. And if you actually need to consult a real person, don't forget the standard two hour lunch break from 12-2, and any of the various extended holidays throughout the year.

Here is a major cultural difference between our two countries. In the US, because of our strong consumer culture, we expect information to be readily and easily available. We are also  independent in trying to get it. 

In France it's always better to talk to someone face to face. French people may feel that they have better access to more reliable information, rather than trying to figure it out for themselves. Calling by phone is the next best thing, and the worst is probably trying to figure it out yourself by looking up information on the internet or elsewhere.

Face-to-face communication is just more effective for the customer/consumer. One example is from my first year here. I received a tax bill for someone whose name was very similar to mine, but not me (different address, etc.). The bill was quite expensive, and so right away I sent an official letter to the tax office, notifying them of the mistake and including a copy of my passport to prove my identity. They resent me the same bill 3 times, even after several letters like this. It wasn't until I finally went to the tax office in person, with all my documents in hand, that I was able to get rid of this unpleasant situation, and also get a paper justifying that I had seen someone who had treated my case.

We all have certain expectations about services and how they should run. I as an American expect to be able to call any service number and get free information and advice about resolving a problem. I also expect a company or organization's website to be up-to-date, and complete with all relevant information I could need. And my first instinct will always be to try to find information by myself, before asking someone else about it.

The French anthropologist, Raymonde Carroll, devoted an entire chapter from her book Cultural Misunderstandings to this issue of getting information. 

One quote from this chapter sums up this Franco-American difference quite nicely.

"In the United States, where self-sufficiency is prized, 'not to need anyone' is a very desirable goal. In French, on the other hand, the expression sounds more like a reproach."[1]

In other words, in the US we expect information to be available and we prefer to be able to find it on our own, without bothering anyone. A major cultural shift occurred for me when I realized I needed to bother people in France to survive. 

I can't rely on my own resourcefulness or ability to find information because the system is not set up this way; here I am dependent on others. Letting go of the feeling of the worry of putting other people out was a big step towards integration for me. Now I don't hesitate to ask people for information, whether it be directions on the street, or for a list of documents for administrative procedures. 

Real adaptations are needed from any American moving here who is used to the 'customer is always right' mentality.  

Sure, I could sit around and grumble (like I used to) about how things work better or more smoothly in the US. But I learned quickly that becoming angry and frustrated in these situations did nothing to help my situation, and only isolated me more. Living peacefully in another country means accepting the good and the bad. 

So when the difficulty of access to information becomes a real challenge, it's at these moments I try to remember the good points of living in France (great food! beautiful scenery! wonderful culture!) that balance out the difficulties. 

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[1] 118, Carroll, Raymonde. Cultural Misunderstandings. Chicago: University of Chicago Press, 1988.