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The movie theater manager was negligent in addressing the bed bug situation when it was first reported by a movie goer. Not only is this a violation of public health standards, but the lack of thorough action by the theater manager escalated the issue and resulted in negative press and public relations.
Due to the fact that I am travelling for work and in another state, my communication with the theater manager will be through email. The contents of the email will help to assess the situation and the actions the theater manager took to resolve the complaints.
Dear Theater Manager,
I was surprised to see our theater featured on the nightly news. I am disappointed in the negative press and would like for you to provide me with additional information regarding the situation. Please respond to this email with the following information:
• How many complaints has the theater received?
• What is being done to ease the public’s concern?
• How is the theater compensating the customers affected by the situation?
• Provide me with the name and phone number of the individual communicating with the media.
• When will the theater re-open for business?
As you are aware, I am currently travelling; however, I will be back in your area on Monday, October 19th. I would like to meet with you in person at 10am at the theater office. Please confirm your availability.
I selected email communication over telephone because email provided documentation of our communication. This proactive measure can help during future conversations, evaluations, or questions (Bies, 2014). The email approach allows time to craft a strategic incident response plan to ensure the media, customers, and staff are informed quickly and honestly (Marketing Donut).
References
Bies, R. (2014, March 20). Stock Markets, Business News, Financials, Earnings - CNBC. 10 tips for delivering bad

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