So I'm being paid by this large centralized bureaucracy. Communication has been bumpy, to say the least, e.g. they signed me up for public health insurance even though I'm already privately insured because as a teacher I'm not allowed to be only privately insured. By they didn't even ask me about this; they just picked a public insurance company and signed me up there, and now I've received a bunch of mail from that company.
The private company I am at also has a public branch, and I'd prefer to stay there, which necessitated another bumpy sequence of interactions.
The woman in the institution who is responsible for me was nice, though. When I had to send in some more documents, she gave me a direct email address. Furthermore, I'm pretty good at reading attitude from someone's tone, and she was always nice while we talked on the phone.
Now she's taking a vacation or something though, and someone else is covering for her. Last Thursday I wanted to send her some documents, and she gave me the generic email of the bureaucratic institution. If I add my personal ID, it should reach her. Has it? I don't know. Gonna try to call again to find out. I don't believe I would have received feedback either way. She also was fairly patronizing on the phone, although probably to a degree that many less sensitive people wouldn't have noticed. The first one also stopped asking me for my ID when she remembered who I was. This one didn't.
I view this all as one large metaphor for light and darkness of the world. Person 1 tried to make the world less bureaucratic by shortening the process, and she conveyed an attitude of 'we're all together stuck in this complicated world, and now we just have to do the best we can in our positions'. Person II tried to make the process more bureaucratic, and she conveyed an attitude of 'this is a serious institution and it has serious process that must seriously be respected, and also I'm annoyed when you don't understand aspects of this serious process'. The first is part of the solution, the second part of the problem -- or more eloquently put, of light and darkness.