Reading Response 4
Here's my video:
http://youtube.com/watch?v=SOo-tG9q2h0&mode=related&search=
The video is kind of comical. They people who put it together were obviously making the best out of a bad situation. They took footage of them as the day was going on as they were stuck in the airport and delayed and had flights cancelled. I bet the camera made the day less boring because they had something to do. Then when they got home they edited it with funny captions and such. I think once you get past the joking film makers they were probably pretty upset about the situation, and rightfully so.
From the information that I have gathered from watching this and other clips is that the audience that we are dealing with is very hostile. They just received terrible customer service from the company that claims that they care about customer service more then anyone else. I think they are looking to see if anything big comes out of this. They are interested to see if there are changes that result or if everything will stay the same. I think the only way that jetBlue would be able to save some of these customers is if they make a radical change. This audience has been through a lot of unfortunate circumstances. I also think that the audience is skeptical of any changes that jetBlue promises to make.
I think that the letter that i write has to be very apologetic, but the apology has to been sincere. I need to win over the trust of the customers so they they continue to want to use jetBlue. I also it is important to keep this letter brief. I know that if it were me and i received a letter from jetBlue, there would be a chance that i wouldn't even open it, let alone read a letter that drags on forever. Therefore it has to be to the point.
Comments
Reply
I completely agree with point that the letter needs to be the point which is why I think conciseness is very important factor while writing the letter. I think Purdue OWL article on conciseness will help us on that. I also like the way you have described peoples feelings. I think the passengers had the right to get hostile because Jet Blue believes in complete customer satisfaction but during the time of crisis there not even some people who were satisfied with the way they were treated. I believe convincing the people back for business is the most difficult part and hence having the right tone will play a very important part while writing the letter.
Comment
I agree with the comments you have listed above. I'm sure the people in the video were frustrated but they made the best of the situation and had a little fun with it. The thing that we have to remember is that most people probably did not take it as well and were very angry with what was going on. If they had made videos they probably would not have been as comical. As you said I am sure that everyone is skeptical of what JetBlue is promising to do so we must make sure that we prove to them that changes are being made and that this will not happen again.
Comments
I agree that our letter should keep the apologetic tone consistently still doesn’t sound untruthful but sincere. Also write concisely and briefly would be a key point in this letter. If the words are connected with long sentence, it would rather sound like I’m giving excuses taking way reader’s attention. I think you made a good point about saying you wouldn’t even want to open the letter if you were the passenger who had gone through such experience. So using direct and brief words instead vague or unsure words that could bring misinterpretation at the same time having a clear point should be the major concern when we start our business letter.