Reading Response 4
I found chapter 1 on writing and rhetoric in context to be very informative. I learned that "context shapes your motive for writing about and, thus, acting on the world". "As a writer yourself, you already know that one of the greatest challenges is to use the right word at the right time in the right place." I believe that this a great quote that every writer should live by. In regards to selecting the proper words for a given occasion, I agree with the greek concept meaning of timelessness and suiting the word for occasion, "kairos". I find this to be important and necessary in the means of persuading the public to be enlightened with what is being presented.
In relation to the JetBlue crisis, I found a youtube video that provided an excellent example of eliciting an opposing message of the situation. Commentator, Bill O'Reilly, had a news segment on passenger abuse from JetBlue airlines. In the video clip, comments from passengers were shared concerning the horrible conditions they endured during their many hours of being held hostage on board and in terminals. Some of the comments that were made were tempered with anger and disappointed with the lack of emergency amenities. One women stated that she felt as if they were treated like a herd of cattle. Another women mentioned how hot it was and that in order to get circulation, the staff on board of the plane would have to open the door. With the lack of organization, the passengers were stressed beyond belief and endured long hours not knowing what was going on or food/water. Bill O'Reilly's message to public on airline abuse really makes me think that this incident could have been avoided. He mentions that bad weather occurs all the time and that airlines should be prepared for the worst. Also, if the airline does not implement new procedures, then the government must provide more humane rules to protect to passengers.
As I begin to write my business letter, I will take into consideration the facts I learned in this chapter about using the proper words to enlighten the public. The approach I will take when addressing the audience will be a very sincere and apologetic tone to regain their trust within the company. I think the public expects JetBlue to do an outstanding not only with implementation of the Customer Bill of Rights, but also the new training for emergency situations, better communication with staff and passengers, and reimbursements for the passengers held up on February 14, 2007. I will be addressing the passengers because they are first and foremost the most important group to rebuild trust in. Using an apologetic tone will improve my ability to persuade the audience in flying with JetBlue in the future. With proper selection of wording, my message to the passengers will presented and better understood.
Comments
http://www.youtube.com/watch?
http://www.youtube.com/watch?v=CAvsQNYVvi4&mode=related&search=
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I really like how you put the quote about using the right words at the right time. A writer really must do this in order to be effective. You could write a meaningful message but if you do so at the wrong time all your work is a waste of time. As for the JetBlue crisis, it seems like most passengers portrayed in videos are very upset. I would be very mad also if my flight was delayed for hours and I was stuck in a cramped and stuffy situation. An apologetic tone will be necessary for the letter. Otherwise, your words might be good but not at the right time. We will all need to make sure we choose are words very carefully for this time.
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I agree how important "context shapes your motive for writing about and, thus, acting on the world” can be in writing a business letter. In order to make an impact on others who read a business letter, the context has to be able to relate and impact the audience. The context needs to perfectly relate to the audience and be able to change their perspective on a topic. In the case of the jetBlue passengers, the business letter’s context should be sympathetic and also give information that will prove to the passengers that a crisis like the one in February will not happen again.
Response
That was a very informative reading response. The quote that you posted was an excellent resource for others. It is very important to put the right words in the right place. To effectively get your point across, this is very necessary. I liked your video clip about making regulations more humane. To keep passengers on a plane for such a period of time could cause potential health issues. This cannot happen to a government regulated organization. Your letter layout sounds promising. While being apologetic, just make sure you are straight forward enough to keep the customer retention high. Nice work.
Comment
An apologetic tone is definitely the right approach in this situation. When dealing with such an irate audience, they are only interested in hearing how jetBlue was wrong and what jetBlue is willing to do for them. I would focus more on how the individual customer is going to be reimbursed rather than discussing future plans. It is important to include both, but a stronger emphasis on the previous will be more effective to win over this particular audience in hopes to keep them as future customers. This is where it will be most effective to utilize the lessons learned from chapter one.
Right words, right time
I like the quote you use from the Thompson Handbook, because it correlates nicely to Luntz, who is all about using the right words at the right time. It's important to think about how different words about the same issue will create remarkably different reactions in the audience. One of the words that is interesting in your blog is the word "enlighten." I would avoid this word in your actual documents because it implies that the public needs some information and correction, when JetBlue is most likely the company that needs enlightenment. It's a small thing, but as Luntz and Thompson show us, small things can make a big difference.
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After reading the descriptions of what the airport was like during the JetBlue crisis that you talked about, I agree that the situation seems avoidable. I would think that a company of that nature would have set emergency procedures already planned out, especially one for bad weather conditions. Airline companies deal with bad weather on a daily basis. It only seems reasonable to have thought about how to handle a bad weather situation ahead of time. I'm sure the whole JetBlue situation has had an impact on how airline companies will handle a situation of that caliber in the future.
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An apologetic tone is definitely the right tone and approach to be used in this situation. When your company is at fault 100% you have to be very apologetic and listen to your customer because the customer is always right. The quote you used was an excellent resource for others. It is very important to put the right words in the right place. A writer always must do that to get his point across. What ever you say to a customer should be said very carefully because what you say can earn a customers trust back or on the other hand you can lose a customer. I liked the video clip “the airlines and the people”. I liked what the guy on the video said that they should make it a law that passengers can only stay on a non moving plane for 2 hours of less after that they should take off or go back to the terminal. Good job
I agree
I also found chapter 1 to be very informative. I really liked the quotes you referred.
They reflected how important the value of a kairos is. I also learned that selecting the proper words is a very important thing although it still seems very difficult for me to achieve. I liked the video you found. I could feel how the passengers were distressed not hearing any updated news from jetBlue. After watching the video, I feel more confident that understanding the audience’s situation is crucial in business writing as well as in usual writing. I agree that it is important to take an apologetic and sincere tone using the proper words to appeal the readers.