Public Relations Errors in a Company Samples †MyAssignmenthelp.com

Question: Discuss about the Public Relations Errors in a Company. Answer: Introduction Public relations refers to the practice of an individual or an organization managing the flow and spread of information between a certain individual or organization and the public. An individual may not be significantly concerned about the image or information that other people have about him or her. Unless he or she is a famous person with a reputation, therefore, he or she would not make significant efforts to ensure that they maintain a positive reputation considering the aspects of individuals and other factors. Organizations, on the other hand, have a significant reason to ensure that they maintain a positive image. Without maintaining a positive image, it becomes completely difficult for any organization to convince customers that they can trust that its services and products are as effective as describes. The aspect of ensuring that a positive image is maintained in an appropriate manner, therefore, is an important aspect that is considered beneficial by all individuals. With this regard, therefore, it is appropriate to ensure that organizations handle different situations with concerns of their image and operations in an effective manner. Incidence description. The incidence took place on April 9th in the year 2017, when the organizationsmanagement announced that four passengers required to be removed from the flight, to accommodate four flight attendants needed by another flight in a different region where the plane was going. The organization offered 400 dollars to the individuals who would agree to give space to these attendants among other allowances. After no individual was willing to volunteer, the offer increased to 800 dollars to any individual who would volunteer. None of the passengers volunteered, and thus after a short while, a manager boarded the plane and explained that four individuals would be chosen by the computer and they would be the individuals who would leave the plane. After the choosing was made, however, one of the individuals refused to leave the place. Dr. David Dao explained that he had some patients that he wanted to see the next day and thus he refused to leave the place (Shugerman, 2017). The main incidence, however, took place after his refusal to leave the plane, immediately when the manager realized that Dr. Dao had no intentions of leaving the plane, he called security officers, who dramatically dragged him out of his chair. In his struggle to remain in his seat and proceed on with the flight, Dao suffered injuries in his head and his mouth. A passenger explained that one of the security men threw him against the armrest and then dragged him down the aisle while he was unconscious. This incidence was recorded by a large number of the flight passengers with the majority of them not being the happy with how the management of the airline had handled the issue. Almost every passenger was sympathizing with Dao and expressing that it was an in just action to drag him away in such a manner (Bacon, 2017). Aftermath occurrences After the occurrence of this incidence and a large number of individuals recorded and posted the videos of the incidence of social media, a lot of unrest and incidences occurred. One of the officers who dragged the passenger was immediately put on administrative leave, simply because of the way he handled the incidence in an acceptable and expected manner. On April 11, law firms stated that they were representing Gao in the activity of seeking justice and the expressed their appreciation for the prayers and support they were getting from sympathizers of what had happened to the passenger. After this statement, the Chicago Department of Aviation expressed that the incidence was not by its standards and that the department cannot in any way condone the actions that the security officers who dragged Gao involved in. The department continues to explain the training that the individuals are securing flights receiver and the pay, as a way of helping the public understand how such an incide nce occurred (Glowicki, 2017). Reaction by the public There was a significant reaction from the public about this incidence. To begin with, the flight customers who witnessed the incidence as it took place completely disagreed with the means through which one of their fellow passengers had been handled. It is out of this anger that majority of the individuals posted this information online and in social media platforms with completely negative comments concerning the organization. After this information was provided to the individuals, the next important aspect that the public was concerned about is the process through which they can help the passenger obtain justice. After the video was posted, it obtained about 6.8 million views within a time span of days, an aspect that reveals how concerned the public was about the issue. After the revelation that doctor Dao is a Vietnamese-Chinese, individuals from these two countries were significantly offended by the incidence. They all attained the brief that he was targeted because he was not f ully American like other individuals (Oliver, 2007). The need to understand the reason why this incidence took place occurred in the mind of many individuals. These individuals were significantly concerned in understanding the main reason why a well-reputed organization like United Airlines could simply decide to create an incidence by being racist and unjustly dragging a passenger out of place. This aspect has resulted in a large number of individuals being significantly against the organization and lacking the will to seek its services. Vietnam and Chinese individuals, for example, were significantly annoyed of this incidence and thus the majority of them picked up a grudge with the organization. This grudge caused the individuals to be less willing to board flights with the organization and instead decided to utilize a different organization as the place from where they receive flight services (Watkins, 2017). Recommendations based on the Public Relations Theory The public relations theory, as explained earlier explains that it is significantly important for any organization to ensure that it maintains a positive public image by making the decisions which are publicly acceptable and non-offending. To maintain a good image, therefore, organizations need to ensure that they operate in the most appropriate manner and that they do not in any way operate in a way that is negatively provoking to the public. This aspect is important for any organization because without an effective consideration of how the public views it, it becomes difficult for an individual to be well conversant with the means and methods that the organization can be considered beneficial. Effectiveness of operation makes organizations obtain an appropriate and good image which attracts customers. The incidence that took place in the United Airlines organization completely reveals the ineffectiveness of the organizationsmanagement in dealing with different situations (Magazine, 2012). There are some ways that the organization could have utilized to handle the situation in a much better way. To begin with, the organization may have realized that it was significantly important for the four flight attendants to leave the plane. Even before forcing four individuals to leave the plane against their will, therefore, the organization should have increased the benefits to the offer that it was making as compensation for the individuals who would agree to leave the plane and wait for another one. By agreeing to go without having any of the individuals being forced in any way, the individuals could not in any way have negatively provided negative expressions about the organization. This solution is thus a valid choice that the organization could have utilized to solve the incidence in a better way (Heaney, Rebolini, 2017). The other important option that the organization could also have utilized is the option of speaking to the individuals selected by the machine individually and in private, to consider their reasons for the need to leave the place so much. In almost all the journeys that are made with a group of individuals on board, a certain number of these individuals feel that making the journey is an emergency and a significant need according to their situation. There is, however, a number of other individuals who have the choice to leave at the time or later. The strategy of letting the computer decide and making that decision final was not appropriate and not considerate of the interest and voice of the passengers. This is because unlike a human being, the computer could not have considered the emergency level of the situation that the individuals it picked had. Dr. David Dao, for example, explained that the reason why he was extremely serious about being on board of the place was that he inten ded to see certain patients when he managed to get back. This aspect made him an inappropriate choice to leave the flight. If, however, the manager used a strategy where the individuals whom the computer choose were called aside or in a chamber that is away from the rest of the passengers and then provided with the situation that the flight had and the need to help by boarding another plane at a later date, the manager could have attained an opportunity to convince the passengers to accept leaving the place in a peaceful manner, and at the same time he or she would have managed to understand the urgency of the issue at hand. With this information, it would have been easier to obtain a peaceful and appropriate decision on the individuals that would be cleared to leave the plane and the allowances that they would get for making that decision (Gregory, 2004). Benefits and positive aspect of the recommended action The two courses of action that are recommended which theairline management could have utilized to handle the issue are significantly beneficial, compared to the decisions that the organization is currently utilizing. To begin with, the decision of adding the allowance which the organization was offering to the customers could have eventually achieved results after reaching a certain level, where individuals who did not have urgent matters to attend to, could have volunteered to get the money and the allowances offered. This aspect could have been beneficial for all the individuals involved and could also have helped the individuals manage to remain completely effective and capable of being appropriately able (Deuschl, 2006). The decision to call and listen to the case of every individual that was chosen to leave the flight and convince these individuals to leave the plane peacefully and wilfully is the other important aspect that could have helped to solve the issue at hand completely. To begin with, the incident occurred because one of the chosen individuals had an emergency to attend to, an aspect that brought about the need to leave with the flight without having any delays. Since the manager who boarded the place claimed that computers were used to pick the passengers who would give space to the flight attendants, it is clear that no specific procedure was utilized to enhance the needed and provided effectiveness. With this regard, therefore, the problem raised because the manager did not take time to listen to the needs of the chooses passenger and address the issue. He or she simply decided to use force to remove the resisting passenger from the seat and continue with the flight. This decision is s imply the major problem that the organization involved in, which caused the incidence to lead to the significant problems like it did (Green, 2010). Conclusions It is clear that the involvement of the organization in handling this situation was completely flawed. The major mistake which led to the occurrence of this incidence and the significant tarnishing of the united airline's organization image is the problem of being less capable and effective in operating appropriately. The organization failed in utilizing public relation based strategy in addressing the issue and thus it eventually caused the major problems of significant tarnishing of its image. To handle the situation in a better way, the organization could have avoided the dramatic use of force to remove the passenger from his seat when other passengers were watching. It could have utilized other effective strategies like the dialogue with the passenger and convincing as recommended. The implementation of the two recommendations could have helped the organization manage top avoid the large problems it is currently facing due to the occurrence of this incidence (Ali, 2002). References Ali, M. (2002).Practical marketing and public relations for the small business. London: Kogan Page. Bacon, J. (2017). United Airlines passenger dragged off flight suffered concussion, broken nose: US today. https://www.usatoday.com/story/news/nation/2017/04/13/united-airlines-david-dao-family-press-conference/100409492/ Deuschl, D. (2006).Travel and tourism public relations : an introductory guide for hospitality managers. Burlington, MA Oxford, UK: Elsevier Butterworth-Heinemann. Glowicki, M. (2017). United Flight 3411: A timeline: US Today. Retrieved from https://www.usatoday.com/story/news/2017/04/11/heres-what-happened-united-flight-3411/100333378/ Green, A. (2010).Creativity in public relations. London Philadelphia: Kogan Page. Gregory, A. (2004).Public relations in practice. London Sterling, VA: Kogan Page. Heaney, K. Rebolini, A. (2017).Public relations. New York: Grand Central Publishing. Magazine, E. (2012).Public Relations Business : Entrepreneur's Step-by-Step Startup Guide. New York: Entrepreneur Press. Mclntyre, N. (2017). United Airlines: Doctor dragged off Flight 3411 speaks out after the incident: Independent. Retrieved from https://www.independent.co.uk/news/world/americas/united-airlines-doctor-david-dao-drag-flight-3411-overbooking-chicago-hospital-a7679426.html Oliver, S. (2007).Public relations strategy. London Philadelphia: Kogan Page. Oliver, S. (2010).Public relations strategy. London Philadelphia: Kogan Page/CIPR. Shugerman, E. (2017). United Airlines offer refunds to all Flight 3411 passengers after Dr David Dao was dragged off plane: Independent. Retrieved from https://www.independent.co.uk/news/world/americas/united-airlines-flight-3411-refunds-david-dao-drag-off-plane-chicago-o-hare-airport-louisville-a7682566.html Smith, R. (2017).Strategic Planning for Public Relations. Milton: Taylor and Francis. Watkins, M. (2017). David Dao, passenger removed from United flight, now in spotlight: Courier Journal. Retrieved from https://www.courier-journal.com/story/news/local/2017/04/11/david-dao-passenger-removed-united-flight-doctor-troubled-past/100318320/