Bureaucracy: Power of the Written Word

Last fall, Reed needed a remote access device to connect his Notebook to the Internet while he traveled with the Caravana del Sur (South) of the Movement for Peace with Justice and Dignity led by Javier Sicilia, Mexican poet-activist. Told we could buy one at TelCel, that’s where we went first.

Ángel de Independencia is the primary symbol of the Mexican  Republic. The statue is a French-style variation on Greco-Roman Imperial imagery. Mexican law is based on civil law, which the Romans imposed on Spain over 2,000 years ago. Civil law begins with a legal code made up of legal rules. Documents must conform to the rules laid down in the legal code—giving rise to a deference to the written word that permeates the culture, including our salesperson at Sanborn's!

The TelCel representative informed us they didn’t have one, but we could get one at Sanborn’s—a specialty chain also owned by Telcel's owner, Mexican billionaire Carlos Slim. Helpfully, the TelCel Representative wrote down the device’s name and model number for us.

When we arrived at Sanborn’s we showed the note to the salesperson. “Oh,” he replied rather formally, distantly, wearing the all-too-familiar bureaucratic 'mask', “this model has been discontinued, but possibly another Sanborn’s still has one in stock.”

At this point, I first went into “Now see here, young man!” mode, before hastening to explain that my husband needed the device because he was leaving on a trip in 24 hours. Almost unconsciously, I employed a basic principle for dealing with Mexican culture—finding a way to help the bureaucrat drop the mask and deal with me as a real person.

I may be mistaken, but at times in hindsight, it seems to me as if Mexicans use the mask to defend themselves against an arrogant attack by Americans. When I signal that the attack is not forthcoming, the cultural door seems to open. So respectfully, almost deferentially, I asked, “Don't you have another remote device that will connect him to the Internet?”

“Oh, yes,” the salesperson replied apologetically, while reaching for a box right in front of us under the counter, “we have this one, but it is more expensive.” In passing, let me mention that it was 100 pesos more, about US$8.00, more expensive!

When Reed and I indicated our delight in being able to take advantage of this option, the salesperson dropped his mask and went into ‘personal’ mode—doing whatever it took to get Reed’s Notebook connected to the Internet using the device. He exhibited the ingenuity, patience and persistence that we cherish in Mexico's young people. It took about 15 minutes, but we walked out of Sanborn’s with a functioning remote access device.

The Dawning of Cultural Insight 

Later at home, we thought about what had happened at Sanborn’s. “It’s the paper,” I realized, “we walked in and handed him a note naming the product the TelCel representative had recommended to us.”

Faced with this handwritten ‘order’, the salesperson felt obligated to respond only to that narrow request. Those of us raised in the highly pragmatic culture that dominates in the U.S. and Western Europe are challenged to understand the power of the ‘written word’ in the authoritarian, hierarchical, bureaucratic mindset that dominates Mexican culture.

For those of us from Western cultures, ‘making the sale’ takes precedence. Reality—product inventory, in this case—is nothing more than the means to achieving that end. 

It’s encouraging to note that the bureaucratic mindset isn't the entire story in Mexico either. Setting aside the fact that the device recommended by the TelCel Representative had been discontinued—TelCel’s inventory system failed to provide that basic information?—the simple reality is that the written ‘order’—perhaps ‘prescription’ is more accurate—took precedence over reality until I objected!

Apparently, my respectful objection released the salesperson from the obligation to follow the prescribed ‘order’, and he was quick to offer an alternative. In hindsight, the transaction would have been much easier if we’d just walked into Sanborn’s and asked the salesperson for a remote access device!

Still Curious?

The experience of moving our Mexican bank account from Pátzcuaro to our new branch in Coyoacán and replacing my Mexican bank Debit Card introduces Labyrinths of Power: Mexican Bureaucracy.

A useful take on Hispanic bureaucracy is available in Jenny's post Tips for Succeeding with Mexican Bureaucracy, which begins with a hilarious, highly informative, professionally produced 'short' (3:30 min) documentary depicting Spanish bureaucracy. Not to be missed!

The 'short' is followed by Seven Simple Steps for dealing with Hispanic bureaucracy developed originally by a U.K. expat living in Spain. Jenny's 'Take' builds on insights gained in our multi-year experiences of dealing with bureaucracy in Mexico. The net result is an adaptation of the Seven Simple Steps tailored to the idiosyncrasies of Mexican bureaucracy.

Finally, Jenny's post What Makes the Mexican Legal System So Different? builds understanding of how Mexican law, grounded in the legal system known as Civil Law, differs significantly from the U.S. legal system—grounded in Common Law. Familiarity with the basic differences provides essential understanding for dealing effectively with Mexican bureaucracy.