Reading Response# 4
In my opinion chapter 1 presented the information that the people already use but just don’t realize it. It is very important to study the audience that is going to read the text and also the setting or the circumstances in which they are going to do that. For example it is very much different to ask an advice on personal essay from a good friend and just an acquaintance. The example provided in chapter 1 that talks about the mad truck driver is perfect. It makes it clear that the BRIDGE OUT sign could definitely appeal to the truck driver more than anything else, which is mostly dependent on the way, he thinks. So are the groups in which the people could be divided and the then addressed accordingly with right vocabulary.
Under stated are the two sources which want to provide.
http://thenierenblog.typepad.com/thenierenblog/2007/02/why_i_still_lik.h...
http://jetbluehostage.blogspot.com/2007/04/garys-jetblue-hellit-never-en...
I read a lot of blogs and found that the people have mixed feelings about the whole thing. Some say that jetblue has done the best it could to make the sitation better; the people also commended the customer service at Jetblue. Even though they were hassled, they are ready to forgive the company on seeing everything that the company did. But on the other hand are also the people who are totally disgusted with all the hassle that they had to go through. Some of the people said that they waste so much time and money, and look forward to be compensated for the same.
I think that in general the people still trust the airlines. So I am going to write a letter which will be apologetic. What the people need is just a bit of reassurance, that jetblue has been a good airline and will try to improve even more through eliminating such situation beforehand. The people would also like to know the compensation that will be provided to them.
Comments
jetBlue
I thought it was interesting that you found some blogs of customers who thought jetBlue did a good job of handling the situation. Most of what I found was angry customers. However I am sure that most of the customers that thought jetBlue handled the situation well would not have posting comments on the internet, they would have just continued to do what they do every day. I think that you should address the customers who had a problem as your primarily audience and the other customers as your secondary. I believe if you describe the situation and apologize you will win over the customer that had issues with jetBlue as well as gain more trust and respect with the customers that thought they handled the situation well.
reply
I do agree with the fact that JetBlue handled well the situation. Even though they addressed to the whole market and not only the ones that suffered in the crisis, I don’t think they were left aside. The reason why I say this is that they were very few videos of people giving statements of their experience with the airline. The apologies were very sincere and the only way to gain the trust of the people who went through that horrible time, is assuring them they are taking a better control of situations like that. An example of that is the Bill of Rights.
Comment
Through my search I also found mixed opinions from the public on how the JetBlue crisis was handled. I seemed to find that there were several postings of upset and mad customers and actual footage of the long lines and exhausted passengers. I did not see any customers that said they were pleased with how things were handled but I did find that the general public was not very understanding in this situation. The general public, people not involved in the delays and cancellations, wrote horrible comments to the passengers telling them to stop complaining and weather happens. I imagine that if they happened to be in that situation they would not be saying the same thing.
For a note on the readings in TH I think that a lot of the information provided is stuff many of us already do/use but tend to forget in the process. The TH was a friendly reminder of how to write professional letters.
Reply to Response
You bring up a good point when speaking of the fact that must of us follow the guidelines presented to us in Chapter 1, we just don't realize it. I'm sure that you and many other people speak much differently with your friends than you do with your coworkers. The audience is the key. I'm glad you write that you found some people were happy with how JetBlue handled the situation. I also found this. As in everything, the negative blogs were much more publicized and well known. You write about how people probably still trust the airlines. Again, I am in agreeance. Most people have flown with different airlines and had delays/cancellations on most. I believe most of America still looks for the cheapest flight when flying and that is going to be of utmost importance to them. I think something that could be mentioned in the letter is a promise to keep flights prices as low as possible since JetBlue's customers are mostly value driven. Good reading response!
Reading Reply
This was a good reading response. I like the connection you made with the truck driver and the connection you would have to make with him. This was a good example in the book. It is also true that it is easier to get your work checked by a friend then someone else; however, you may not get the response you want back from a friend. I personally would want someone to be straight up with me and provide me with all of my mistakes. A friend might try to beat around the bush and not point out everything to you to make sure they don’t hurt your feelings. Laura makes a good that most of the JetBlue customers are value driven and I think this is an important thing to mention in your letter as well.