I am writing to ask for your confirmation
that I have properly completed my audience analysis for a response to Lyn
Smith’s complaint to Globe Airlines.
I recognize that my supervisor, Rita Simmons, is the initial audience and the
gatekeeper because she assigned me the task of drafting a response and will
give it her final approval.
Lyn Smith is identified as the primary audience of my letter. From the information
given in her complaint, I recognize that she is a middle-aged woman with a
family. From the tone of her complaint, Ms. Smith is not that well educated.
She is a caring and emotional person. She is willing to negotiate with others
and seek solutions to problems. Therefore, the response to Ms. Smith should
explain details in a direct way and demonstrate our sympathy for her situation.
Although using a sympathetic tone will give Lyn Smith the You-emphasis she
expects, she will probably receive the message negatively, especially given her
emotional response, if Globe does not satisfy her requests. To avoid her
negative response, I recommend keeping a positive tone throughout the letter by
situating good news first and delivering negative information clearly and
honestly. In order to contact Lyn Smith with a sympathetic and positive tone, I
think the best method would be via phone as tone can often be misrepresented in
an email. In addition, I recommend that an email should be accompanied by the
phone call to ensure that her complaint is documented for Globe’s future use.
The secondary audience would be Lyn Smith’s lawyers if the situation becomes
more serious. To cope with this potential audience, the draft of the email and
the phone call should be carefully analyzed to ensure that Globe is not
admitting to any legal responsibility.
The watchdog audience would be any person with whom Lyn Smith has shared her
experiences. To reduce the spread of any negative impression, the response to
Lyn Smith both via email and phone must show that Globe really cares about her
and understands her situation.
Please let me know your thoughts on my
analysis, and any feedback would be greatly appreciated.