The councillor interviewed represents a municipality in the Netherlands, a local government body responsible for public service delivery, civic participation, and community governance. The munici-pality operates within the Dutch administrative system, which strongly emphasizes transparency, democratic participation, and direct citizen involvement in local decision-making.

Based on the interview, the municipality operates within an inclusive moral circle, based on the be-lief that all residents should have equal access to information and public services, regardless of their background or language. This commitment is reflected in the use of plain language and multiple communication channels to reduce prohibitive barriers. By doing so, it helps residents navigate local institutions and social norms, while ensuring that administrative processes do not become inhibitive for those unfamiliar with Dutch culture and governance.

However, differences in social norms and expectations about government can create real challeng-es. Many residents come from cultures where deference to authority is expected, making the munic-ipality’s participatory approach feel unfamiliar or even inhibitive. While Dutch culture encourages people to ask questions, seek information, and take part in decision-making, residents from other cultural backgrounds may be more inclined to wait for guidance from authorities. Bridging these dif-ferent expectations is one of the municipality’s main intercultural communication challenges.