Contradiction and paradox in user involvement

User involvement has become a popular and frequently used concept in social work in recent years. This article takes a critical view of this development by pointing out the significance of cultural "logics" in public institutions. On the basis of fieldwork conducted in two very different types of institutions the authors discuss the significance of context for the encounter between the client and the system. Argues that any institution sets up implicit guidelines for "correct" behaviour, to which the client must adhere or at least relate, if misunderstandings are to be avoided and meaningful social interaction is to be achieved. The conclusion of the article is that the significance of institutional logics must be recognised in public administration if user involvement is not to seem like irrelevant "noise" but is instead given a real content as a tool for the incorporation of views, knowledge, and expertise from outside.