2017 Volume 58 Issue 2 Pages 153-158
The characteristics of the psychological state of passengers when trains stop moving for reasons such as an accident, inter alia, were modelled. Then, guidelines for making announcements were compiled, taking into account the state of mind of passengers. The guidelines were developed with a focus on "organizing ability," "supportive ability," and "explanatory ability." Furthermore, the effectiveness of the guidelines was examined based on the results of surveys conducted on passengers and station staff. The survey on passengers indicated that passengers felt that announcements after the guidelines had been put in place, were more suited to the situation than conventional announcements. The survey on station staff indicated that the guidelines had been widely accepted by staff, and were considered useful for improving announcement skills.
