To: The Qantas Management
From: Executive of government and corporate affairs at Qantas airlines
Date: November 25, 2011
We will be conducting a meeting in order to discuss the effective strategies which could be implemented in order to deal with the social media hassle faced by Qantas recently.
The aim of the Qantas airlines is building a strong customer trust. For building a strong customer trust effective message based interaction needs to be implemented. There have been incidents where the customers waiting to board the Qantas flights have been waiting for hours; to receive the news that the flights have been cancelled (qantas.com 2018). In case we follow a practise where the customers will be informed through messaging services directly regarding any flight cancellations; it can help us to save the time of the customers. Additionally, fast and timely services such as arrangement of alternate travel options in case the passengers misses the flight can help in resolving the issues faced by the target customer segment. We will also need to ensure that the customers are provided with quality based services when travelling through the Qantas flights. In this case, special emphasis needs to be provided upon the food as well as comfortable travel options.
The Qantas airlines need to consider a number of factors while using social media. As mentioned by Pearson (2017), using close ended questionnaires can be a positive way out. The close ended questionnaire ensures that the customers are not able to expand upon individual market survey questions placed. Additionally, the yes and no answered by the target market customers can be utilised in the designing of stoichiometrically significant results. Additionally, as an organization we will have to interact in a friendly and communicative manner with the target market audience (Wheelen et al. 2017). This will help in building an effective and trustworthy bond with the customers. The communication approach should be centred on solving the issues of the target customer profile than instigating them further through sharp replies (Montalvo 2016)
In order to communicate effectively with the customers an effective communication template could be designed for the customers which has been further represented though a timeline.
Jin, Y., Liu, B.F. and Austin, L.L. 2014, ‘Examining the role of social media in effective crisis management: The effects of crisis origin, information form, and source on publics’ crisis responses’, Communication research, vol. 41, no. 1, pp.74-94.
Luo, Q. and Zhong, D. 2015, ‘Using social network analysis to explain communication characteristics of travel-related electronic word-of-mouth on social networking sites’, Tourism Management, vol. 46, pp.274-282.
Montalvo, R.E. 2016, ‘Social media management’, International Journal of Management & Information Systems (Online),vol, 20, no. 2, p.45.
Munar, A.M. and Jacobsen, J.K.S. 2014,‘Motivations for sharing tourism experiences through social media’, Tourism management, vol. 43, pp.46-54.
Ngai, E.W., Tao, S.S. and Moon, K.K. 2015, ‘Social media research: Theories, constructs, and conceptual frameworks’, International Journal of Information Management, vol. 35, no. 1, pp.33-44.
Pearson, R. 2017, ‘Business ethics as communication ethics: Public relations practice and the idea of dialogue’, In Public relations theory , Abingdon: Routledge, pp. 111-131.
qantas.com 2018, qantas.com , Available at : https://www.qantas.com/au/en.html [accessed on 7 May 2018]
Theaker, A. 2017, ‘What is public relations?’, In The Public Relations Strategic Toolkit , Abingdon: Routledge, pp. 17-27.
Wheelen, T.L., Hunger, J.D., Hoffman, A.N. and Bamford, C.E. 2017, Strategic management and business policy, London:pearson, pp.56-85
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