Reading Response Week 4
This is the YouTube video I found:
http://www.youtube.com/watch?v=SOo-tG9q2h0&mode=related&search=
Page 11 on the Thompson Handbook has very important information to put into consideration when writing the upcoming business letter. Of the four “tips” that are in the left hand side, the most important one to keep in mind is “create and meet your expectations of your primary and secondary audiences.” Referring to the business letter, my primary audience would be the people that were directly affected by the crisis, while the secondary would be the rest of JetBlue’s customers who fly with the airline but were not present during the crisis. This would be the audience that I am addressing.
I found a video on youtube about a group of kids stranded in the airport for about 8 hours since the time they boarded the plane. They are waiting in line to return to the terminal and also waiting to find a way to get home. These kids feel angry, impotent and tired and in my opinion this is the way that most JetBlue’s customers feel since they were not expecting to wait for such a long time. These customers are also confused since they do not know if they would get a refund from the airline or a compensation for their extreme insatisfaction.
I plan on apologizing to them on behalf of the whole airline for the crisis since they did not deserve to wait such a long time on the airport. The situation and circumstance they encountered was really hard and tiring to them, so the tone of the letter must be understanding and considerate towards them. I will definitely talk about the Customer Bill of Rights as well, since this subject will be really soothing to the customers. They will feel important and cared by the company, and this is will be the main purpose of the business letter.
Comments
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I really like how you are addressing a group of kids that were stranded on an airplane and at the airport during the crisis. Children are our future, well we are the future and companies have to realize that how we feel about their products and services really make a huge difference on how the future of their company will end up or turn out. JetBlue just had a major crisis happen and children were affected in it, they really should focus on making sure that the kids in the situation are satisfied and are going to be returning customers to JetBlue
reading response 4 comment
I definitely agree that the Thompson book was very helpful when thinking of writing the letter. The book focused on addressing the audience. You noted the primary and secondary audience from Page 11 which should also help in writing an successful letter and gaining their attention. One thing I also thought it was neat and different to hear a child's point of view about the JetBlue crisis. I think you have a good plan about how you are going to address the customers. If you list all of those things you mentioned, then you should be fine when composing your letter.
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I didn't find the information in the book until after I had written my business letter but I agree with you that creating and meeting expectations of your audience is the most important. If you aren't on the same page as your audience it won't work out. Unless they like your writing and your tone, they won't read what you have written. I agree that the tone of the letter should be to apologize to the kids. This was a big disaster and they need to know that the airline is sorry and that you are working on making sure it never happens again.