Effective communication has become a strategic component of the quality of public services, especially in areas characterized by high technical and legal complexity, such as notarial services. In this context, this article aims to analyze how communication practices influence the service provided by notaries, identifying the main communication practices employed by notaries and assessing their impact on users' perceptions of quality and satisfaction. The research was conducted using a qualitative approach with a descriptive-interpretive design. Semi-structured interviews were used as the primary data collection technique, applied to 15 practicing notaries and 30 users who visited various notary offices. Data analysis was performed using qualitative content analysis, which allowed for the identification of analytical categories related to communication practices and their impact on the service experience. The results show that practices such as using clear and accessible language, active listening, and constant feedback significantly improve the understanding of notarial acts, strengthen the perception of legal certainty, and foster institutional trust. In contrast, the absence of these practices generates uncertainty, perceptions of distant treatment, and distrust of the notarial institution. It is concluded that the mediation of communicative practices constitutes a determining factor in the quality of the notarial service, by strengthening its social function, preventing conflicts and promoting a more accessible, reliable and citizen-oriented public service.
Gleidys L. Rodríguez-Reyes (Fri,) studied this question.