Mediación de las prácticas comunicativas en el servicio que brindan las notarías J. Law Epistemic Stud. (2026) 4: e155 https://doi.org/10.5281/zenodo.18315974 ISSN 3091-1575 ORIGINAL ARTICLE Mediation of communication practices in the service provided by notaries  Gleidys L. Rodríguez-Reyes rodriguezgleidys142@gmail.com Dirección de Justicia Provincial, Sancti Spiritus, Cuba. Received: 10 September 2025 / Accepted: 06 November 2025 / Published online: 30 January 2026 © The Author(s) 2026 Gleidys L. Rodríguez-Reyes Abstract Effective communication has become established as a strategic component of the quality of public services, particularly in fields characterized by high technical and legal complexity, such as notarial services. In this context, this article aims to analyze how the mediation of communicative practices influences the services provided by notaries, identifying the main communicative practices developed by notaries and assessing their impact on users’ percep- tions of service quality and satisfaction. The study was conducted using a qualitative approach with a descriptive–interpretative de- sign. Semi-structured interviews were employed as the primary data collection technique and were administered to 15 practicing notaries and 30 users who attended various notarial offices. The analysis was qualitative, allowing for the identification of analytical categories related to communicative practices and their influence on the service experience. The use of clear and accessible language, active listening, and continuous feedback significantly mediates the understanding of notarial acts, strengthens perceptions of legal cer- tainty, and fosters institutional trust. The absence of these practices generates uncertainty, perceptions of distant treatment, and distrust toward the notarial institution. It is concluded that the mediation of communicative practices constitutes a determining factor in the quality of notarial services, as it strengthens their social function, prevents conflicts, and promotes a more accessible, reliable, and citizen-oriented public service. Keywords notarial services, communicative mediation, institu- tional communication, legal certainty, service quality. Resumen La comunicación efectiva se ha consolidado como un componente estratégico en la calidad de los servicios públicos, es- pecialmente en aquellos ámbitos caracterizados por alta compleji- dad técnica y jurídica, como el servicio notarial. En este contexto, el presente artículo tiene como objetivo analizar cómo la mediación de las prácticas comunicativas incide en el servicio que brindan las notarías, identificando las principales prácticas comunicativas de- sarrolladas por los notarios y valorando su impacto en la percepción de calidad y satisfacción de los usuarios. La investigación se desa- rrolló bajo un enfoque cualitativo, con un diseño descriptivo–inter- pretativo. Se empleó la entrevista semiestructurada como técnica principal de recolección de información, aplicada a 15 notarios en ejercicio y 30 usuarios que acudieron a diversas notarías. El análi- sis fue cualitativo, lo que permitió identificar categorías analíticas vinculadas a las prácticas comunicativas y su incidencia en la ex- periencia del servicio. El uso de un lenguaje claro y accesible, la escucha activa y la retroalimentación constante median de manera significativa la comprensión de los actos notariales, fortalecen la percepción de seguridad jurídica y favorecen la confianza institu- cional. La ausencia de estas prácticas genera incertidumbre, per- cepciones de trato distante y desconfianza hacia la institución no- tarial.Se concluye que la mediación de las prácticas comunicativas constituye un factor determinante en la calidad del servicio notarial, al fortalecer su función social, prevenir conflictos y promover un servicio público más accesible, confiable y orientado al ciudadano. Palabras clave Servicios notariales, mediación comunicativa, co- municación institucional, seguridad jurídica, calidad del servicio. How to cite Rodríguez-Reyes, G. L. (2026). Mediation of communication practices in the service provided by notaries. Journal of Law and Epistemic Studies, 4, e155. https://doi.org/10.5281/zenodo.18315974

J. Law Epistemic Stud. (2026) 4: e155 Introduction Effective communication has been recognized in recent literature as a strategic component in the provision of public services, insofar as it enables the building of trust between institutions and citizens, promotes the understanding of ad- ministrative procedures and strengthens the transparency, le- gitimacy and accountability of the exercise of public power. From contemporary approaches to public management oriented towards public value, communication ceases to be conceived as a merely informative process and is understood as a dynamic, dialogical and relational interaction through which shared meanings are constructed, expectations are managed and institutional trust is consolidated (Lema, 2025; Suárez, 2015). In this context, institutional communication acquires a fundamental mediating role between the State and citizens, especially in those services where there is a marked asymme- try of technical and legal knowledge. The quality of public service is no longer evaluated exclusively in terms of admin- istrative efficiency or regulatory compliance, but also based on the user’s communicative experience, the clarity of the information received, and the perception of fair, empathetic, and accessible treatment (Jaramillo et al., 2025; Díaz, 2025). These dimensions are particularly relevant in the legal field, where a lack of understanding of procedures can lead to institutional distrust, subsequent conflicts, and a negative perception of the justice system. In notarial services, communication takes on singular im- portance due to the technical complexity of the legal acts for- malized and the need to guarantee the legal certainty of the parties involved. Recent research has shown that specialized legal language, when not adequately mediated, constitutes one of the main barriers to effective access to legal services, limiting the understanding of the rights and obligations aris- ing from notarial acts (Mendoza, 2024). This situation is especially critical in contexts where users have varying levels of legal literacy, which increases com- municative dependence on the notary as the authorized inter- preter of the law. (Pérez, 2023; López, 2025) The notary not only acts as a public official responsible for attesting to legal acts and facts, but also as a legal ad- visor, social mediator, and guarantor of legality. Their role transcends mere document formalization, as it involves ad- vising, explaining, preventing conflicts, and contributing to legal certainty through the proper interpretation and commu- nication of the law (Paniagua, 2024). From the perspective of preventive law, the notary’s com- municative clarity is recognized as a key factor in reducing future disputes, strengthening user confidence, and legiti- mizing the notarial function as an essential public institution (Gaibor, 2024). However, in various institutional contexts, communica- tion barriers persist, associated with the excessive use of technical jargon, the information asymmetry between legal professionals and citizens (Dueñas et al., 2024), and the lim- ited systematic training in communication skills among legal professionals. Recent empirical studies indicate that these barriers generate uncertainty, perceptions of distant treat- ment, and even distrust of legal institutions (Ojeda, 2025), increasing the risk of conflicts arising from erroneous or in- complete interpretations of legal acts. From current approaches to co-production and co-creation of public value, it is recognized that communicative interac- tion between officials and users is a central element for im- proving the quality of public services. Effective communica- tion allows citizens to understand procedures, participate in an informed manner, and trust institutional decisions, which is especially relevant in legal services of high social sensitiv- ity, such as the notary’s office (Campo, 2025). In this sense, the relational dimension of the notarial ser- vice is configured as a strategic component to strengthen in- stitutional trust and promote a legal culture that is accessible and understandable for the population. From the perspective of communicative mediation, com- munication in notarial services can be understood as a process of symbolic translation between specialized legal language and the everyday language of the citizen (Hueto, 2025). This mediation not only facilitates the understanding of procedures but also contributes to humanizing the institu- tional relationship, reducing the power and knowledge gaps that have historically characterized the legal field (Sánchez & Delgado, 2025). Recent research in procedural justice and institutional communication shows that when users perceive clarity, ac- tive listening, respect and empathy in the communicative in- teraction, trust in the institution and acceptance of the legal decisions adopted increase significantly (Mendoza, 2025; Martín & Herrera, 2025). In this context, the present article aims to analyze how the mediation of communicative practices affects the service provided by notaries, identifying the main practices used by notaries and assessing their impact on user satisfaction and perception. The study is based on the premise that clear, empathetic and accessible communication not only improves the per- ceived quality of notarial service, but also constitutes an es- sential component for strengthening the social function of the notary profession and consolidating a citizen-oriented public service, in line with contemporary principles of dem- ocratic governance and effective access to justice.

J. Law Epistemic Stud. (2026) 4: e155 Methodology The research was conducted using a qualitative approach, with a descriptive-interpretive design, aimed at understan- ding how communicative practices manifest and are me- diated in notarial services, as well as their impact on users’ perceptions of quality and satisfaction. This approach is relevant when the study’s objective is to explore meanings, experiences, and perceptions constructed by social actors in specific institutional contexts, rather than to measure varia- bles quantitatively . From an epistemological standpoint, this study adopts an interpretive perspective, which recognizes that social reali- ty is constructed through interaction and language, and that communicative practices constitute a central element in the production of meaning within public institutions (Gar- cía-Calderón et al., 2022). Within this framework, communi- cation in notarial services is analyzed as a mediating process between specialized legal knowledge and the user’s every- day experience. A cross-sectional qualitative design was used, as the data collection took place at a single point in time. The descripti- ve design allowed for the identification and characterization of the communicative practices present in the notarial servi- ce, while the interpretive component facilitated the analysis of their meaning and impact on the perceptions of the users and notaries interviewed. Participants were selected using purposive sampling, a common approach in qualitative research focused on analyti- cal depth rather than statistical representativeness. The sam- ple consisted of 15 practicing notaries and 30 clients who visited various notary offices to carry out legal procedures. The inclusion of both groups allowed for a comprehensive view of the phenomenon studied, incorporating both the ins- titutional perspective of the service provider and the direct experience of the users. This triangulation of actors contri- butes to strengthening the interpretive validity of the study (Torres, 2021). The primary data collection technique was the semi-struc- tured interview, chosen for its flexibility in exploring partici- pants’ perceptions, experiences, and meanings of communi- cation practices within the notarial context. The instrument was developed based on theoretical categories derived from a review of recent literature on institutional communication, communicative mediation, and public service quality. The interviews included open-ended questions designed to explore aspects such as clarity of language, availability to answer questions, interpersonal skills, feedback provided during the notarial process, and overall perception of service quality. All interviews were conducted in person, with prior informed consent from the participants, and were recorded and transcribed in full for later analysis. The data analysis was carried out using the qualitative con- tent analysis technique, following the phases systematized by Bardin, adapted to contemporary approaches to qualitati- ve research: (1) pre-analysis, (2) coding and (3) categoriza- tion and interpretation . (Fernández & Bardales, 2024) During the coding process, units of meaning were identi- fied related to the notary’s communication practices, users’ perceptions, and the effects attributed to communication on service quality. Subsequently, these units were grouped into analytical categories that allowed for the interpretation of the results in light of the updated theoretical framework and the study’s objectives. To ensure the methodological rigor of the research, quality criteria specific to the qualitative approach were considered, such as credibility, internal consistency, and interpretive va- lidity. Credibility was strengthened through source triangu- lation (notaries and users) and by comparing the findings with recent literature. Furthermore, efforts were made to maintain clear traceability between the empirical data, the analytical categories, and the interpretations presented in the results and discussion section. The study adhered to the ethical principles of social re- search. Participation was voluntary, anonymity and confi- dentiality of the information provided were guaranteed, and the data obtained were used exclusively for academic purpo- ses. Participants were informed beforehand about the study’s objectives and gave their informed consent before the inter- views took place. Results and discussion Content analysis of interviews with notaries and users identified a set of communication practices that significant- ly influence the quality of notarial services. The findings demonstrate that communication is not an accessory ele- ment of the notarial act, but rather a structural component that directly impacts the understanding of procedures, the perception of legal certainty, and institutional trust (Fuentes Callata, 2024). One of the most relevant findings relates to the use of ac- cessible language as a core communicative practice. Users repeatedly stated that clear and understandable explanations of notarial acts facilitate informed decision-making and re- duce anxiety associated with legal procedures. This finding aligns with recent studies indicating that overly technical le- gal language is one of the main barriers to accessing legal services and a recurring source of distrust in legal institu- tions (Eljadue Blanco et al., 2024). In this sense, the linguis- tic mediation provided by the notary is a key strategy for guaranteeing the effective exercise of citizens’ rights. Furthermore, the results highlight active listening as a communicative practice highly valued by users (Rodríguez,

J. Law Epistemic Stud. (2026) 4: e155 2024). The notary’s willingness to address questions, listen to concerns, and consider the particular circumstances of each case was associated by participants with a greater per- ception of respect, institutional approachability, and service quality. From the perspective of procedural justice, this finding is consistent with research that shows that the perception of being heard directly influences institutional trust and the ac- ceptance of legal decisions, regardless of the final outcome of the process (Chávez & Flores, 2024; Posadas, 2021). Another significant finding relates to the constant feedback provided during the notarial process. Users appreciated that the notary explained not only the content of the legal act, but also its legal consequences, responsibilities, and potential future implications. This communicative practice contrib- utes to the prevention of subsequent conflicts and reinforces the preventive function of the notary profession, in line with contemporary approaches to preventive law and legal cer- tainty (Camacho et al., 2025). From an integrative perspective, the results show that these communicative practices do not operate in isolation, but rather form a system of communicative mediation that humanizes the relationship between the notary and the user. This mediation reduces the information and power asymme- tries inherent in the legal field, fostering a more equitable and understandable institutional experience. In line with ap- proaches to the co-production of public value, communica- tive interaction emerges as a space where the user is not a passive subject (Pano, 2024), but an actor who actively par- ticipates in the understanding and validation of the notarial act. In contrast, those interviewed indicated that the absence of these communication practices generates negative percep- tions of the service, associated with distant treatment, lack of information, and institutional distrust. These results reinforce recent empirical evidence that warns that communication de- ficiencies in legal services increase the perception of opacity and weaken institutional legitimacy, even when procedures formally comply with current regulations (Carlin, 2024). In summary, the results and their discussion suggest that the mediation of communication practices is a determining factor in the quality of notarial services. Clear, empathetic, and user-oriented communication not only improves per- ceived satisfaction but also strengthens institutional trust and consolidates the social function of notaries as guarantors of legal certainty and effective access to justice. Conclusions The analysis concludes that effective communication is a fundamental determinant of the quality of notarial servi- ces, as it directly shapes users’ understanding of legal acts, perceptions of legal certainty, and institutional trust. Clear and accessible language, active listening, and continuous feedback reduce information asymmetries, enhance citizens’ comprehension of the legal effects of notarial acts, and help prevent future conflicts. The findings also confirm that the relational dimension of service delivery—grounded in em- pathetic and user-centered communication—significantly in- creases perceived quality and reinforces trust in the notarial institution as a guarantor of legality and transparency, posi- tioning communicative mediation as a mechanism for public value co-production. 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