# data[].attributes.body
Problem recognition:

Extremely poor customer service, significant delays in reaching someone or being hung up on, issues with the self-service on website which forces people to use the call centre and can’t reach them. No call-backs or responses from direct messaging or call centre.

Involvement recognition:

Each person is impacted by a flight cancellation or a lock down rule that means they need to change flights or get refund/credits. Each person is impacted either financially or is stressed due to the lack of clarity about their situation.

Constraint recognition:

People feel frustrated and helpless as  they have tried multiple times, via multiple channels to reach the customer service team to resolve their issue. They are freely communicating about the issue on Facebook but find Qantas requests to DM futile since they still receive no response.

Communication behaviour:

There is a combination of information acquisition, selection and transmission occurring with these publics. People are seeking information about how to solve the problem, they are sharing how useful the information from Qantas is and also sharing with others about what they have attempted to do and what has and hasn’t worked. They also started a petition on change.org to demand better customer service from Qantas.

# data[].attributes.body
Problem recognition:
Due to onset of the pandemic and the resulting lockdowns, Qantas was "experiencing very high volumes of calls to our call centre and messages via social media" amid flight changes and cancellations and an overall confusing new landscape to navigate in terms of border closures, etc.

Involvement recognition:
Customers have been impacted by flight delays and cancellations or otherwise have made Qantas purchases impacted by both the pandemic and now the extensive wait times and lack of communication from Qantas as they seek refunds, rebookings, or flight credits.

Constraint recognition:
Customers feel at a loss and helpless as they have no way of speaking to internal Qantas stakeholders--call centre is experiencing unprecedented volumes of calls, social media and chatbots aren't providing a response, and each customer is just one of thousands who are currently experiencing the same issue.

Communication behaviour:
There's a mix of information acquisition, information selection, and information transmission all occurring simultaneously. Customers are demanding more information from Qantas about their specific problem or when people will receive a response (information acquisition), they are responding to Qantas' post about the situation in a critical manner (information selection), and also sharing their experiences and advice on what to do with others (information transmission).

# data[].attributes.headline
Qantas engaging with the public - Erin Gillin

# data[].attributes.subject
Qantas engaging with the public - Erin Gillin

# data[].attributes.body
Problem recognition: What is a problem that Qantas' digital publics are concerned about?
Qantas had to deal with an unprecedented amount of customer enquiries. This resulted in delays and poor customer service.

Involvement recognition: How (and why) is this problem affecting these digital publics?
Customers feel they can't be heard if they have to wait to hear back from Qantas. They want their money back, or to reschedule their travel plans.

Constraint recognition: Are there any obstacles preventing them from communicating about this problem on Facebook?
Yes, customers feel ignored, as they won't be helped unless their travel is within 24 hours.

Communication behaviour: How can you explain these digital publics' communication behaviour (information acquisition, information selection, or information transmission)?
Customers are seeking information on the government regulations affecting their travel, the refund policy and how Qantas will deal with their complaints. They are selecting the information that applied to them and are speaking to Qantas, demanding action.

# data[].attributes.body
Problem recognition:
Substandard customer service, poor communication with customers due to being overwhelmed by the enquiries.

Involvement recognition:
You have a flight booking and are unware of whether or not you are going to be able to fulfil your plans due to the unforeseen circumstances, are you then going to be able to rebook or get a refund.

Constrain recognition:
People are using all means i.e., channels to reach out to Qantas for clarification on their current travel plans, however it is only a few who are receiving a response. The majority of people are feeling that they are unable to resolve their situation, creating a high degree of frustration.

Communication behavior:
There are great attempts being made to gather information to understand their current circumstance. Information selection is occurring with people responding to various threads, which in cases is allowing them to further vent their  frustration, hence creating a information transmission.