Pr Final Project

PR Cluster Final Project—Integrated Public Relations Plan 1. Integrated Public Relations Plan—Project Headings * Product or Service * Tel-Net provides cable and internet services along with premium movie channels, and pay preview options. 2. Situation Description * IT was able to identify the problem after thousands of customer complaints. The problem was a minor tear in the main output line. * The disruption was estimated to have impacted over 7,000 customers. * It lasted 27 days for paid premium channels which include: HBO, SHOWTIME, CINEMAX, and STARZ. Also internet speeds have been slower than contracted to be. * Need to address the legal obligation Tel-Net owes to its customers, since they’re paying extra for internet and premium channels, and to explain what caused the disruption. * Tel-Net also needs to explain why after thousands of complaints they didn’t realize the problem until five days after the cable was damaged. 3. Baseline Research * Tel-Net has specific software that reports/maps outages, or connection problems. It’s able to calculate precise locations of those customers. * Exactly 7,355 customers were impacted by the disruption for solely premium channels. Only 1,400 of those same customers had slower than normal internet speeds. * Price for premium channels is estimated to be $220,650 for impacted customers. * Customer service representatives set an all time high for technician calls, which led to the main investigation. 4. Business Goal * Provide the best in customer service by registering with Gallup to do unbiased polling of customers. * Grow sales by 10%, even with the crisis that has recently happened by the end of the year.

5. PR Plan objectives * Increase customer service awareness by hiring Gallup polling service. * Get the message out about our changes and how we’re stepping above the rest!