Personal control, information and communication support in ICT-mediated urban public transportation

04.02.2025

A study conducted by Gerit Götzenbrucker, Kai Daniel Preibisch and Michaela Griesbeck at the Department of Communication of the University of Vienna explores the topic of how information and communication technologies (ICT) can facilitate the mobility of people with anxiety disorders. The main focus is on personal control over mobility, access to clear information and supportive communication options during the journey. The results show that ICT-supported solutions still need to be optimized, particularly in terms of mobility equity, user-friendliness and sensitive implementation.


Article by Alina Vianne Barr (✉ alina.vianne.barr@univie.ac.at)

People with anxiety disorders often experience using public transport as challenging, since they find mobility situations overwhelming. Many of those affected therefore avoid public transport or severely limit their use of it. However, mobility on public transport is important for precisely these people for three main reasons: for meeting daily needs, integrating and mastering daily tasks.

The accessible infrastructure of "Wiener Linien" – Vienna's public transport system provider – has so far been primarily geared toward the needs of people with physical disabilities. Although existing mobility planners and similar services are used, they do not adequately meet the needs of people with anxiety disorders. The study identifies three key areas where support can be improved and expanded: increasing control over the travel situation, providing real-time travel planning information before and during the journey, and conversation-based communication aids. These tools could help to reduce stress and uncertainty and make mobility easier overall for people with anxiety disorders.

As part of the study, twelve qualitative, semi-structured interviews were conducted with seven women and five men aged between 19 and 59 years old. The participants could choose between a face-to-face, telephone or virtual interview, lasting 60 to 80 minutes. In addition, three accompanied "mobility walks" took place, during which the participants were accompanied on their way to work or home. The aim was to better understand personal experiences and feelings about using public transport in Vienna.

The results make it clear that existing ICT tools need to be optimized in terms of their usefulness and user-friendliness. In particular, technologically supported communication aids can improve the mobility decisions of vulnerable passengers and give them a sense of security before and during the journey. However, human interaction options remain indispensable – not only during the journey, but also when dealing with general, mobility-related challenges.

To ensure fair mobility for all, the experiences of vulnerable passengers must be incorporated into the development process of ICT tools. Inequalities in the mobility system can only be reduced through participatory approaches. This also shows that dependence on technology can create new inequalities – especially for older, financially weaker or vulnerable people. An accessible mobility system therefore requires the active involvement and co-design with these groups.

In a concluding statement on the study, author Gerit Götzenbrucker says: "We are surprised by the variety of communicative and technical solutions that can help people suffering from anxiety cope with their commutes in the city. There is certainly room for further research in this area, and it is of great social relevance, as reactions from the media and the experts show. In our new project "JuMp!", which builds on this, we will be working with young people to research digital communication-supported mobility justice."


About the authors

Gerit Götzenbrucker is Associate Professor in the Department of Communcation at the University of Vienna.

Kai Daniel Preibisch was a Researcher within the project Angstfrei mobil in the Department of Communcation at the University of Vienna.

Michaela Griesbeck is a Lecturer and Researcher in the Department of Communcation at the University of Vienna.

Publication details

Götzenbrucker, G., Preibisch, K. D., & Griesbeck, M. (2025). Mobile without fear. Personal control, information and communication support in ICT-mediated urban public transportation. International Journal of Communication, 19, 70-93, retrieved from ijoc.org/index.php/ijoc/article/view/22008/4875

 

More about the project

✓ Profile: Gerit Götzenbrucker