Reading Response #4
After reading chapter 1, I grasped a better understanding of writing and rhetoric in context. On page 7 of the Thomson Handbook, the questions a writer needs to ask themselves I thought was most helpful. It put in perspective as to what exactly it is I need to focus on as I am developing context for the reader. The checklist on page 13 was also very useful because it broke down the different types of context and gave a template for the writer to shape their own framework around a specific project.
Another JetBlue video I found was a firsthand account about this woman who was a passenger onboard a flight that was delayed for over 11 hours on the tarmac. She really put the crisis in a different view, showing people who had not experienced it just how bad the situation was. The woman decided to start up a website, www.jetbluhostage.com, made specifically for those passengers who were affected to state their complaints about what they endured. By looking at other comments and responses to this video, it seems as though JetBlue was experiencing other problems that had nothing to do with the ice storm. Now I do not know how credible they are but it does make you wonder what else has JetBlue done wrong.
The audience I will be addressing is the passengers affected by the problems that took place the week of February 12th. They would definitely want a sincere apology first and foremost, second they would like to know how they will be reimbursed for the troubles they went through, and finally they will want to know what steps are being taken to make sure something like this will not happen again. In the letter I will restate the issue at hand, perhaps clear up any misconceptions. Then I will explain what JetBlue has done as far as refunding the passengers as well as providing them with ticket vouchers towards future flights. I will discuss the Customer Bill of Rights, giving details as to what it means for the passengers and how it will prevent crisis situations like this in the future. I will conclude with a genuine apology, trying to gain back their trust within the company.
Comments
Reading Response Comment
I also used the same video for my blog as you did. I liked the view that she gave because you could only hear her but you could see other passengers and also see what they were saying. She described the delay as a "nightmare" and named the video "JetBlue Hostage Crisis." I would never have considered calling the JetBlue situation a hostage crisis but as a passenger, the woman felt like she was a hostage. I am also going to write my letter in a similar way as you described. I think it is important to start with an apology and I also think it is important to clear up any misconceptions by explaining what happened in February. I also think it is a good idea to try to regain the passengers' trust in JetBlue. I hope to accomplish this through my letter.
Reading Response Comment
The video you both used utilized the crisis very well. The woman did describe the crisis very vividly. I guess in here shoes I would consider the crisis as a hostage also. I know that if I were either stuck in a airport or on a runway for a long period of time I would consider something like this also a nighmare. I agree with how you are going to write your letter. I believe regaining trust is a must, especially after such a huge mishappening. Once you have a customers trust they are more likely to stay loyal. Loyal customers are always a must especially within a company like jetBlue. I think an apology within the first paragraph is also a must, because before you can gain trust you have to make sure your customers know that you are apologetic and you want to fix the problem.
Reply
I think it is smart of you to realize the credibility of the website you chose. Although this website gives an excellent example of what people are like when they get upset and shows how many people really felt. I think it is good that you don't think of this as the most reliable place to lookup facts. This website his its purposes and areas where it shouldn't be relied on. I think you have a good idea of what you include in your letter to the customers. I think it is obviously that you need to apologize, but I like how you also mentioned the importance of clearing up misconceptions. I'm sure there were tons of untrue rumors flying around that week and it is important to have the facts straight.
Comment
In regards to the TH I also found the checklist to be helpful and see it continuing to be a helpful resource in projects to come. I tend to forget a lot of the important components of writing and the TH seems to help me refresh and stay on track.
The JetBlue hostage site that was started is interesting. I searched mainly on youtube and did not come across that. I can understand why people were upset and think that a common posting site for angry passengers/customers is a good tool for them. The company has an opportunity to look at these comments and take them as they choose while the customers have a chance to vent their frustration. I too seemed to get the idea that there were more problems in this situation then just the ice storm.