Lost and found: transforming assistance at digital Deutsche Bahn
How does digitization relate to assistance? A mishap sparked a profound study on contemporary redistribution of assistance at Deutsche Bahn.
When sociology professor Jörg Potthast lost his phone and wallet on a train in 2015, he found himself in the stressful situation of not being able to block his credit card. Without a phone of his own he had to rely on the train conducter’s kindness and contact his bank over a borrowed one. To make matters worse the connection was insufficient. This unfortunate event prompted the author to take a closer look at the lost and found services of the Deutsche Bahn.
Noticing a shift towards digitization within the “lost and found” services of the deutsche Bahn, the author explores the effects that come with digital practices. Leaving the train, the publication “Lost and found: transforming assistance at digital Deutsche Bahn” further contemplates the general digital practices of the individual consumer, when seeking assistance.
The publication intends to seek for a politics of pity – which have been largely absent from the current appraisals of digital sociality – in exploring the ambiguous patterns in the practice of assistance.
Jörg Potthast is a principal investigator at the Collaborative Research Center (SFB 1187) „Media of Cooperation“ in Siegen, leading the project A04 – Normal Interruptions of Service. Structure and Change of Public Infrastructures, which explores the sociological aspects of public transport.
His paper is published as part of the Working Paper Series of the SFB 1187 (No. 19, July 2021) which promotes inter- and transdisciplinary media research and provides an avenue for rapid publication and dissemination of ongoing research located at or associated with the CRC. The purpose of the series is to circulate in-progress research to the wider research community beyond the CRC. All Working Papers are accessible via the website or can be ordered in print by sending an email to: karina.kirsten[æt]uni-siegen.de