Readding Response #4
After reading through chapter one, there was some information on page 11 that I thought to be very useful to keep in mind. It was considered a "tip" and it states, "Create and meet your expectations of your primary and secondary audiences." This is extremely important to make sure you use when writing letters such as the ones we are assigned to draft. It is especially important in a situation like this one. Our audience went through quite a bit when dealing with the JetBlue situation. They are probably still unhappy and are probably considering to never do business with JetBlue again. This letter needs to be very apologetic and sincere. The book talked about keeping a certain tone when writing. The tone for this letter needs to be serious and try to get the readers (audience) to accept you apology and try to comprehend that JetBlue is trying to turn this even around.
The YouTube clip that we were assigned to watch was very interesting. I thought that gave a very good preview of what actually went on during the crisis. It is now much easier to understand why people were so upset. I understand a 12 hour delay would be annoying initially, but when it is that cold inside, something definitely needs to be addressed. That is simply unimaginable to try and wait in a designated area where you can see you breath. A letter to each and every customer should definitely be expected, along with a compensation package.
Our letter needs to be very sincere and to the point. We must remember what our audience when through and that it could be a difficult task to retain these customers. Our tone needs to be understanding and concise. By remembering who our audience is, we will be able to draft each letter on a more personal level. If we can establish this kind of rapport, and refund/reimburse the customers, we can save alot of work of finding new customers in the future.
Here is the YouTube clip I found:
http://www.youtube.com/watch?v=SOo-tG9q2h0&mode=related&search=
Enjoy
Comments
Reply
I like the tip that you found in Chapter 1 that states to create and meet your expectations of your primary and secondary audiences. This is very important in the case of the jetBlue passengers. I agree that most of the passengers will most likely not want to do business with the company again because of the awful experience they went through. But like the tip says, it is essential that the writer can meet the expectations of the audience. By doing this, the letter needs to express remorse and sympathy for the passengers and also reassure them that jetBlue is doing whatever possible to prevent the situation again and fix their past mistakes.
That is a good point about
That is a good point about what you found in chapter 1 about a primary and secondary audience. On my blog I stated I want to do 3 different groups of people. I think I need to redefine a primary and secondary audience. Although, it is still important to me that others that might fly jetblue in the future are addressed I hope that the overall tone of my letter will show them that the steps taken and the maturity of our company to apologies to the customers with the letter. I defiantly found it strange that it was so cold inside the airport. This was not something that I had originally thought was an issue.
Reply
I think you did a good job in your reading response. I liked how you specifically refereed to the primary and secondary audiences. Although, I'm still not clear what you think your primary and secondary audiences are. I think you kind of were getting at it, but I think that if you are going to mention the primary and secondary audiences you should be very clear about what those two groups are. Decide what you consider to be your two groups before you start writing your letter. So be sure to consider that and direct your letter toward these two groups.
Rhetorical Situation
I found that the graph and explanation of rhetorical situation on page eight to be the most useful for me out of chapter one. It made me realize how important it will be to put ourselves in the reader’s shoes when writing the letter. We need to think how we would react if we received a letter like this after we went through what the passengers did. We need to make sure that everything we say in our letter will be taken in the right context and not come off as a company trying to cover up after a huge mistake. It needs to be more apologetic and show that jetBlue has used this a learning experience to make them the best airline in the industry.