“Imagine that you’ve joined the Twitter team at JetBlue, one of the more than two dozen communication specialists tasked with monitoring conversations about the company in the Twitter-sphere and responding to questions, requests, and complaints from passengers.
INDIVIDUAL CHALLENGE: Find a recent Twitter conversation between a passenger and JetBlue. It can be a compliment, a complaint, or a question. How well do you think JetBlue team handled the conversation? Does the conversation reflect well on JetBlue? If you had been the passenger, would you have been satisfied with the outcome? Why or why not?” (Bovée & Thill, 2018, p. 30).
When answering this discussion question, please do the following:
1. Copy and paste the Twitter conversation into your answer so your peers and instructor can see the specific conversation you are analyzing.
2. Answer the questions posed in the Individual Challenge.
3. Frame your response using the discussion of effective business communication on page 6 and the discussion of the audience-centered approach on pages 9–10.
